HP ZBook 15u G5 Maintenance And Service Manual

Mobile workstation

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HP ZBook 15u G5 Mobile Workstation

Maintenance and Service Guide

Table of Contents

Troubleshooting

Summary of Contents for HP ZBook 15u G5

Page 1 HP ZBook 15u G5 Mobile Workstation Maintenance and Service Guide...
Page 2 HP End User License Not all features are available in all editions of HP Inc. under license. Intel and Core are Agreement (EULA).
Page 3 Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider only parts,"...
Page 4 Important Notice about Customer Self-Repair Parts...
Page 5 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
Page 6 Safety warning notice...
Page 7: Table Of Contents
Table of contents 1 Product description ............................1 2 Components ..............................7 Right ..................................7 Left ..................................9 Display ................................. 10 Keyboard area ..............................12 TouchPad ............................12 Lights ..............................13 Buttons, speakers, and fingerprint reader ..................15 Special keys ............................16 Action keys ............................
Page 8 5 Removal and replacement procedures for Customer Self-Repair parts ............. 36 Component replacement procedures ........................36 Bottom cover ............................. 36 Solid-state drive (SSD) ........................38 Memory modules ..........................40 WLAN/Bluetooth combo card ......................42 WWAN module ........................... 44 Keyboard ............................46 6 Removal and replacement procedures for Authorized Service Provider parts ...........
Page 9 Remotely deploying BIOS and drivers ............90 Analyze the issue ..........................90 5. Remove or uninstall recently added hardware, software .......... 90 6. HP Hardware Diagnostics and Tools ................91 HP PC Hardware Diagnostics (UEFI) ............. 91 HP Support Assistant (HPSA) ............... 93 HP BIOS Configuration Utility (BCU) .............
Page 10 Display ............................. 123 Display anomalies ......................123 Symptom ....................123 Quick check ....................124 HP PC Hardware Diagnostics (UEFI) for video test ........124 Display assembly diagram ................. 125 Dead pixel ........................125 No video (internal) ......................125 No video (external) ....................... 126 DisplayPort/VGA ......................
Page 11 Display Issue: Pixel Anomalies ......................158 Cable management ......................... 159 Connector types ..........................160 9 Computer Setup (BIOS), TPM, and HP Sure Start ................... 162 Using Computer Setup ............................162 Starting Computer Setup ........................ 162 Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ......162 Navigating and selecting in Computer Setup .................
Page 12 Using HP Sure Start (select products only) ....................... 165 10 Using HP PC Hardware Diagnostics (UEFI) ....................166 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............166 11 Backing up, restoring, and recovering ......................168 Creating recovery media and backups ......................168 Using HP Recovery media (select products only) ................
Page 13: Product Description
HP Thunderbolt 3 Dock - maximum resolution = 4K @60Hz (DP1) and 4K @60Hz (DisplayPort 2) ● HP Thunderbolt Dock 120W or 230W G2 - maximum resolution = 4K @60Hz (DisplayPort 1) and 4K @60Hz (DisplayPort 2) with Thunderbolt Panel Supports privacy filter and narrow bezel 39.6-cm (15.6-in), UWVA, non-touch:...
Page 14 256 GB, PCIe, Gen3×4, NVMe, SS, MLC 256 GB, PCIe, Gen3×4, SS, TLC, Opal 2 128 GB, SATA-3, SS, TLC Audio and video HP Bang & Olufsen Audio Multi-array microphone (including World-Facing 3rd microphone) Stereo speakers (2)(13mm × 38mm × 4mm) Webcam HD RGB 720p...
Page 15 Intel Ethernet Connection I219-V 10/100/1000 (non-vPro) S3/S4/S5 Wake-on-LAN *The following support S3/S4/S5 wake on LAN/HBMA (via out of band): embedded NIC, HP Elite USB-C Dock G3, HP USB-C Dock G4, HP USB-C Universal Dock, HP Thunderbolt Dock 120W/230W G2, and HP USB-C Mini Dock.
Page 16 HP Collaboration Keyboard with numeric pad ● Dual point, non-backlit, spill resistant with drain ● Dual point, backlit, spill resistant with drain, with HP Dura Keys TouchPad: Support for Microsoft Precison Touchpad Default Gestures Firmware PTP (Point to Point) with Filter Driver Support for ‘No Hybrid Mode’...
Page 17 Smart Card reader (active) Support for models without a Smart Card reader Preboot authentication (password, smart card) Hardware enforced Firmware Protection: HP Hardware Root of Trust + Sure Start Gen4 Operating system Preinstalled: Windows 10 Home 64 High End Chinese Market CPPP...
Page 18 Category Description Windows 10 Enterprise 64 LTSB 1607 Serviceability End user replaceable parts: AC adapter Solid-state drive Memory module WLAN module WWAN module Keyboard Chapter 1 Product description...
Page 19: Components
NOTE: All models have a SIM card slot and icon, but models that do not have the HP Mobile Broadband Module, a wireless wide area network (WWAN) device, installed at the factory are shipped with a non-removable plug inserted into the slot.
Page 20 Connects an optional docking device. USB Type-C power connector and Connects an AC adapter that has a USB Type-C connector, Thunderbolt™ port with HP Sleep and Charge supplying power to the computer and, if needed, charging the computer battery. – and –...
Page 21: Left
The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. USB 3.x SuperSpeed port with HP Sleep and Connects a USB device, provides high-speed data transfer, and Charge even when the computer is off, charges most products such as a cell phone, camera, activity tracker, or smartwatch.
Page 22: Display
Display NOTE: Refer to the illustration that most closely matches your computer. Chapter 2 Components...
Page 23 For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Select the Start button, select HP Help and Support, and then select HP Documentation. ▲ ‒ or –...
Page 24: Keyboard Area
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Select the Start button, select HP Help and Support, and then select HP Documentation. ▲ ‒ or –...
Page 25: Lights
Lights Component Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.
Page 26 Component Description Call end light On: Call end is on. Num lk light On: Num lock is on. (10) Fn lock light On: The key is locked. For more information, see Hot keys (select products only) on page Chapter 2 Components...
Page 27: Buttons, Speakers, And Fingerprint Reader
Buttons, speakers, and fingerprint reader Component Description Power button ● When the computer is off, press the button to turn on the computer. When the computer is on, press the button briefly to initiate Sleep. ● ● When the computer is in the Sleep state, press the button briefly to exit Sleep. ●...
Page 28: Special Keys
Special keys Component Description Displays system information when pressed in combination with the key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. Hot keys (select products only) on page Windows key Opens the Start menu.
Page 29: Action Keys
Action keys An action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page ▲ To use an action key, press and hold the key. Icon Description Switches the screen image among display devices connected to the system.
Page 30: Hot Keys (Select Products Only)
Icon Description ● Answers a call. Starts a call during a 1-on-1 chat. ● ● Places a call on hold. NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365 servers. ● Ends a call. Declines incoming calls.
Page 31: Bottom
Bottom Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. Bottom...
Page 32: Front
NOTE: On some models, the wireless light is amber when all wireless devices are off. Drive light ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Chapter 2 Components...
Page 33: Cover
Cover Component Description Internal microphone(s) Record(s) sound. Cover...
Page 34: Labels
Your service label will resemble one of the examples shown below. Refer to the illustration that most closely matches the service label on your computer. Component HP product name (select products only) Model number Product ID Serial number...
Page 35 Component Serial number Warranty period ● Regulatory label(s)—Provide(s) regulatory information about the computer. Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval ● markings for the countries or regions in which the devices have been approved for use. Labels...
Page 36: Illustrated Parts Catalog
Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
Page 37 Item Component Spare part number Display assembly not spared as whole hinge-up Display assemblies are spared at the subcomponent level only. For display assembly spare part information, see Display assembly subcomponents on page Touch not spared as whole hinge-up Keyboard (see Keyboard on page For a list of keyboard country codes, see Keyboard on page...
Page 38 Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor (non- 851594-001 vPro) (21) WWAN module LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2 845710-003 LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced 917823-001 (22) Solid-state drive (SSD) 1 TB, PCIe, Gen3×4, NVMe, TLC...
Page 39: Display Assembly Subcomponents
Display assembly subcomponents Item Component Spare part number Bezel For use in models with microphone modules L15526-001 For use in models with an HD camera (includes camera shutter) L15527-001 For use in models with an IR camera (includes camera shutter) L15528-001 For use in models with an IR camera and an ambient light sensor (includes camera shutter) L15529-001...
Page 40 Item Component Spare part number UHD, 400 nits L17974-001 Hinge cover For use in models with touch displays L17962-001 (Hinge Kit) For use in models with non-touch displays L17963-001 (Hinge Kit) Ambient light sensor board (includes double-sided tape) L15511-001 Camera module HD camera L15510-001 IR camera...
Page 41: Cable Kit
Cable Kit Item Description Spare part number Cable Kit, includes: L14361-001 Keyboard cable USB board cable Card reader cable TouchPad cable Fingerprint reader cable NFC cable Cable Kit...
Page 42: Plastics Kit
65 W HP Smart AC Travel adapter 693716-001 65 W HP Smart AC adapter, EM 913691-850 65 W HP Smart AC adapter, for use in Argentina 710340-850 45 W HP Smart AC adapter, 2 prong 742436-001 45 W HP Smart AC adapter...
Page 43: Removal And Replacement Procedures Preliminary Requirements
Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: Phillips P0 screwdriver ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
Page 44: Cables And Connectors
Cables and connectors CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the computer. Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat the cables during removal and insertion.
Page 45: Grounding Guidelines
Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough power to alter device parameters or melt silicon junctions. A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or microcircuitry.
Page 46: Packaging And Transporting Guidelines
Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment: To avoid hand contact, transport products in static-safe tubes, bags, or boxes. ● ● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging. ● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
Page 47: Equipment Guidelines
Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a ● minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap snugly against the skin at all times.
Page 48: Removal And Replacement Procedures For Customer Self-Repair Parts
NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 16 screws that must be removed, replaced, and/or loosened when servicing Customer Self-Repair parts.
Page 49 Loosen the eight captive screws (1) and the two inset captive screws (2) that secure the bottom cover. Starting under the display, pry (1) and lift the bottom cover off the computer (2). Reverse the removal procedures to install the bottom cover. Component replacement procedures...
Page 50: Solid-State Drive (Ssd)
Solid-state drive (SSD) Description Spare part number 1 TB, PCIe, Gen3×4, NVMe, TLC L17246-001 1 TB, PCIe, Gen3×4, NVMe, SS, MLC L17848-001 512 GB, PCIe, Gen3×4, SS, TLC L17852-001 512 GB, PCIe, Gen3×4, SS, MLC L17851-001 512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC L17250-001 512 GB, SATA-3, FIPS-140–2, TLC L17249-001...
Page 51 Remove the drive by pulling it away from the connector (2). NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion. Reverse this procedure to install the solid-state drive. Component replacement procedures...
Page 52: Memory Modules
Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
Page 53 Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory module and the socket labeled ‘1’...
Page 54: Wlan/Bluetooth Combo Card
WLAN/Bluetooth combo card The computer uses a card that provides both WLAN and Bluetooth functionality. The WLAN module and WWAN module are not interchangeable. Description Spare part number Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter 915623-001 Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter 851592-001 Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter 851594-001...
Page 55 Remove the WLAN module by pulling the module away from the slot at an angle (3). NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.
Page 56: Wwan Module
The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Description Spare part number LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS 845710-003 LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced 917823-001 Before removing the WWAN module, follow these steps: Shut down the computer.
Page 57 Remove the WWAN module (3) by pulling the module away from the slot at an angle. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.
Page 58: Keyboard
Keyboard In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes. Description Spare part number Keyboard, no backlight L17970-xx1 Keyboard, backlit L17971-xx1 Pointing stick covers, quantity of 20 L15396-001 For use in country Spare part...
Page 59 Insert a screwdriver or similar thin tool into the release hole near the fan, and then press on the back of the keyboard until it disengages from the computer (2). NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely pull the keyboard cables out of the system board connectors.
Page 60 Remove the keyboard (5). Reverse this procedure to install the keyboard. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...
Page 61: Removal And Replacement Procedures For Authorized Service Provider Parts
NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 63 screws that must be removed, replaced, and/or loosened when servicing Authorized Service Provider only parts.
Page 62: Battery
Battery Description Spare part number Battery, 3 cell, 56 WHr, 4.85 Ah 933322-855 Before removing the battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 63 Rotate the top of the battery upward (1), and then lift the battery out of the computer (2). IMPORTANT: When installing the battery, insert the tabs on the bottom of battery into the clips built into the computer (3), and then rotate the battery into place Reverse the removal procedures to install the battery.
Page 64: Heat Sink Assembly
Heat sink assembly NOTE: The heat sink assembly spare part kit includes replacement thermal material. Description Spare part number Heat sink for use in models with discrete graphics memory L14363-001 Heat sink for use in models with UMA graphics memory L14362-001 Before removing the heat sink assembly, follow these steps: Turn off the computer.
Page 65 Thoroughly clean the thermal material from the surfaces of the system board components (1)(3) and the heat sink (2)(4) each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. UMA graphics models: Loosen the four captive screws on the heat sink following the sequence stamped on the heat sink (1), and then remove the heat sink from the system board (2).
Page 66 Thoroughly clean the thermal material from the surfaces of the system board component (1) and the heat sink (2) each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. Reverse this procedure to install the heat sink.
Page 67: Rtc Battery
RTC battery Description Spare part number RTC battery L17255-001 Before removing the RTC battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 68: Usb Board
USB board Description Spare part number USB board (includes bracket) L14380-001 Before removing the USB board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 69: Rj-45 Board With Bracket
RJ-45 board with bracket Description Spare part number RJ-45 board with bracket L19421-001 Before removing the RJ-45 board and bracket, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 70: Power Button Board
Power button board Description Spare part number Power button board assembly L14374-001 Before removing the power button board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 71: Speaker Assembly
Speaker assembly Description Spare part number Speaker assembly (includes cable) L14368-001 Before removing the speaker assembly, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.
Page 72: Fingerprint Reader Assembly
Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable) L15537-001 Before removing the fingerprint reader assembly, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 73: Touchpad
TouchPad Description Spare part number TouchPad for use in models without an NFC module L17965-001 TouchPad for use in models with an NFC module L19418-001 Before removing the TouchPad, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 74 Remove the TouchPad from the computer (2). Reverse this procedure to install the TouchPad. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...
Page 75: Pointing Stick Module
Pointing stick module Description Spare part number Pointing stick module L17968-001 Before removing the pointing stick module, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 76: Nfc Module
NFC module Description Spare part number NFC module (includes antenna and TouchPad foam) L14385-001 Before removing the NFC module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 77: Smart Card Reader
Smart card reader Description Spare part number Smart card reader L18312-001 Smart card reader cable (available in Cable Kit) L14361-001 (Cable Kit) Before removing the card reader, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 78: Fan
Description Spare part number L22307-001 Before removing the fan, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.
Page 79 Remove the fan from the computer (4). Reverse this procedure to install the fan. Component replacement procedures...
Page 80: System Board
System board NOTE: All system board spare part kits include replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Description Spare part number System board for use in models with discrete graphics memory (includes integrated processor) Intel i7-8650U processor L16126-xx1 Intel i7-8550U processor...
Page 81 ● WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page WWAN module (see WWAN module on page ● ● Heat sink (see Heat sink assembly on page Remove the system board: Position the computer upright and open as far as possible. Remove the three Phillips M2.5×3.0 screws that secure the system board to the computer.
Page 82 Disconnect the following cables from the system board: (1) Speaker cable (2) Display cable (3) Camera cable (4) Power button board cable (5) USB cable (6) Smart card reader cable (7) NFC module cable (8) RTC battery cable (9) Fingerprint reader cable Remove the six Phillips M2.5×3.0 screws that secure the system board to the computer.
Page 83 Pull the system board up and toward the right to disengage the connectors from the left side of the computer, and then remove the system board (2). Reverse this procedure to install the system board. Component replacement procedures...
Page 84: Display Assembly
Display assembly NOTE: Display assemblies are spared at the subcomponent level only. Additional display assembly spare part information is available at Display assembly subcomponents on page Before removing the display assembly, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Page 85 Lift the display assembly straight up and remove it (2). CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Failure to properly route the antennas can result in degradation of the computer's wireless performance. Component replacement procedures...
Page 86 To replace the remove hinge cover, rotate top of hinge cover away from display enclosure to disengage the tabs (1), and then pull the cover off the enclosure (2). The display hinge cover (for non-privacy displays) is available in the Hinge Kit (for touch displays) using spare part number L17962-001.
Page 87 Remove the display bezel (4). The display bezel is available using the following spare part numbers: Models with a microphone module: L15526-001 Models with an HD camera: L15527-001 Models with an IR camera: L15528-001 Models with an IR camera and an ambient light sensor: L15529-001 Two different camera modules are available.
Page 88 The HD camera module is available using spare part number L15510-001. IR camera Remove the tape from atop the module (1), lift upward to disengage the module from the adhesive on the display enclosure (2), disconnect the cables from the left and right sides of the module (3), and then remove the camera module from the display (4).
Page 89 If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift upward to disengage the board from the adhesive on the display enclosure (2), and then remove the board from the display (3). The ambient light sensor board is available using spare part number L15511-001.
Page 90 On the back of the display panel, lift the tape from atop the connector (2), and then disconnect the display cable from the rear of the panel (3). The raw display panel is available using the following spare part numbers: FHD panel, non-touch: L17972-001 FHD panel, touch: L17973-001 FHD panel, touch, privacy: L18315-001...
Page 91 If it is necessary to replace the display hinges, remove the three Phillips M2.5x11.0 screws that secure each hinge (1), and then remove the hinges from the display enclosure (2). Display hinges (for touch displays) are available in the Hinge Kit using spare part number L17962-001. Display hinges (for non-touch displays) are available using spare part number L17963-001.
Page 92 HD camera models Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and then remove the cable from the display enclosure (3). IR camera models Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides of the IR camera, and then remove the cable from the display enclosure (4).
Page 93 If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure (2), and then remove the antenna cables (3). NOTE: The WLAN antennas are spared with the display enclosure.
Page 94: Top Cover
Top cover Description Spare part number Top cover (includes Mylar) L17964-001 The top cover remains after removing all other spared parts from the computer. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...
Page 95: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes
Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter ● System board power ● Processor failure ●...
Page 96 BIOS The main area (DXE) of BIOS has CAP/NUM 2.2 - Power Follow the Crisis Recovery instructions at become corrupted and there is Blink = 2 http://support.hp.com/us-en/document/ no recovery binary image (red.white) c02693833/. available The embedded controller policy CAP/NUM 2.3 - Power...
Page 97: Troubleshooting Guide
Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information may help identify and resolve the problem faster.
Page 98: Resources
For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.
Page 99: Identify The Issue
Power-On Self-Test (POST) verifies that hardware components (processor, hard drive, memory, etc.) are functional. When POST is complete, the HP logo displays briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages Common issues: lights blink, error message appears, hangs.
Page 100 No wake up on page 120 on page 110 Unresponsive on page 121 Burnt smell on page 111 Slow performance on page 121 HP Smart Adapter warning message on page 122 Incorrect time and date on page 122 a,b,c similar symptoms...
Page 101: Examine The Environment
Fan runs constantly on page 125 error) on page 139 on page 144 TouchPad on page 131 No video (external) Read-write error HP Thermal Monitor on page 126 on page 140 Network Connectivity on page 94 Ethernet (RJ-45 jack) DisplayPort/VGA...
Page 102: Perform A Visual Inspection Of Hardware
Note that some customer company policies prohibit updates. Check your company policy before taking action. The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. The BIOS update can be done locally through a manual process, through an automatic installation, or through a remote installation on multiple units.
Page 103: Hp Hardware Diagnostics And Tools
Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves.
Page 104 If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu. For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).” Chapter 8 Troubleshooting guide...
Page 105: Hp Support Assistant (Hpsa)
HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see http://www.hp.com/go/...
Page 106: Hp Bios Configuration Utility (Bcu)
HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.
Page 107: Status Lights, Blinking Light Codes, Troubleshooting Lights, And Post Error Messages
Off: The battery is fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected to external power.
Page 108: Blinking Light Codes
Processors ● ● BIOS ● Mass storage devices Fans ● The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 8-6 System diagnostics failure codes and user actions Error Test description Failure description code Suggested user actions...
Page 109: Power Good (Troubleshooting) Lights
The system fan may be malfunctioning. Replace the fan. Power Good (Troubleshooting) lights HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook 17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.
Page 110: Resolve The Issue
To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.
Page 111: Soft Reset (Default Settings)
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide. 10. Reseat cables and connections...
Page 112: 11. Test With Minimum Configuration
Essential hardware configuration NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink, fan, etc. If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
Page 113: Safe Mode
TouchPad, or display. Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. See Non HP diagnostics tools on page 94 for instructions about obtaining and using a Windows-To-Go USB.
Page 114: Verify Solution
Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP Public document, provide the document information to the customer, letting them know it can be located on www.hp.com. Also, tell them that there are other solutions available on the website.
Page 115: At Startup
At startup TIP: If you have installed an operating system other than the factory-installed operating system, go to http://http://www.hp.com/go/quickspecs and verify that it is supported on your system. Be sure that the computer is plugged into a working AC outlet.
Page 116: Consulting With Hp Service
Press the TouchPad On/Off button light. If the light toggles on or off, the TouchPad is likely operating correctly. Consulting with HP Service If further HP support is required, a lot of the following information may be requested when you call, so it may be helpful to take notes. ●...
Page 117 Refer to battery replacement section Verify battery condition/status for removing/replacing the battery Check battery condition (overall result, cycle life, voltage, etc.) using HP PC Hardware Diagnostics (UEFI) or HPSA tools. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).
Page 118: Intermittent Power-On, Shutdown, Reboot
Therefore, after the service door and RTC 3V battery are removed, no need to press power button from top side. In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot. However, mWS G3 can boot with integrated graphics. http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/action.process/ public/kb/docDisplay/? javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCacheTok=com. vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrp-interactionState%3DdocId %253Demr_na-c01443371%257CdocLocale%253Den_US%257CcalledBy %253D&javax.portlet.endCacheTok=com.vignette.cachetoken...
Page 119 Items Procedures Be sure that AC adapter has correct DC voltage. Verify battery - test with a confirmed working battery. Verify that power button is not stuck. Verify that power connector is not loose. Verify that Power Good LEDs are solid. Remedy loose connections and reseat major components (processor, memory, GPU, hard drive/solid-state drive, etc).
Page 120: Ac Adapter Issue
If there is still no rear power light or no boot, replace the AC adapter. Tips and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling purpose. If this pin is broken, the rear power light will be on but the power button and front power lights will blink continuously and the computer will not turn on.
Page 121 (6. HP Hardware Diagnostics and Tools on page ● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page Verify that battery is recognized and charging.
Page 122: Battery Discharges Too Fast
To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions of how to maintain battery and increase battery life. Reference: http://support.hp.com/us-en/document/c01297640?
Page 123: Burnt Smell
Perform hardware reset (8. Hard reset on page 98) and verify that HP Logo is presented correctly on display screen when pressing F10. Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press power button and close the computer lid to force video output to external video.
Page 124: Blinking Lights
Items Procedures If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 90) and perform soft reset (9. Soft reset (Default Settings) on page 99) if needed. Go to next step to verify display. Verify display ●...
Page 125: Diagnostics Error Messages
Restore hardware to its original condition (i.e., bootable solid-state drive instead of hard drive). Reseat suspected components and verify connection. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool. Note An Error Message means the system has finished BIOS hardware validation and is ready to launch the Startup Menu.
Page 126: Bios Password
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode. Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8, 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10.
Page 127: Intermittent Shutdown
Verify functionality of AC adapter alone. If no functionality, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button, power cable.
Page 128: Blue Screen
Recommended resources Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screen- errors HP Troubleshooting Error Messages on a blue screen: http://h20566.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c00372711 Overview of General Troubleshooting Steps for a blue screen error Note the blue screen error message and what activity was performed at the time.
Page 129 ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. Thermal Monitor (available only to authorized service providers/technicians) tool to monitor ● temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics...
Page 130: Freeze At Windows Logo (Hang/Lockup)
Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue ● HP Logo displays briefly screen issue). ● Attempt to boot to operating system and freeze/hang at Windows logo ●...
Page 131: Electromagnetic Interference (Emi)
Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 90).
Page 132: No Wake Up
No wake up Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer may Troubleshooting steps display: Verify that front power light (7. Status lights, blinking light codes, troubleshooting ● Blank screen lights, and POST error messages on page 95) is blinking (indicating Sleep state).
Page 133: Unresponsive
Perform disk defragmentation to consolidate fragmented data on the hard drive so it will work more efficiently. Also see Slow performance on page 140. Tips and tricks http://h20564.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c00816938 (see Routine Maintenance for Performance Improvement on page 152). See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space.
Page 134: Hp Smart Adapter Warning Message
Test the adapter on a verified working computer. Contact HP for configuration details. Note HP Smart AC adapter warning message: informs you that as power demands increase, the notebook may not perform at full capacity, which may result in longer battery-charging time. In cases of extreme...
Page 135: Display
The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Page 136: Quick Check
Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc). ● For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting.
Page 137: Display Assembly Diagram
Display panel may show one or more pixels that are not properly lit when displaying a single color over the screen area. Use HP PC Hardware Diagnostics (UEFI) tool to determine those defective pixels. There is no solution for dead pixels. Refer to Display Issue: Pixel Anomalies on page 158 for the HP dead pixel policy.
Page 138: No Video (External)
Verify if sound output is configured correctly in Control Panel > Sound Manager. Perform hard reset (4. Update BIOS and drivers on page 90). Update BIOS and drivers (4. Update BIOS and drivers on page 90) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 126 Chapter 8 Troubleshooting guide...
Page 139: No Or Bad External Video Via Docking
Be sure that external monitor is compatible with the computer. If applicable, plug the dock in different Type-C ports. For more information, see the technical white paper titled ”HP ZBook 65/150/200 W Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model number, and then click Manuals >...
Page 140: Touch Screen
Perform Microsoft System Restore and restore to a time when the system was working. Perform HP System Recovery if none of the above actions resolves the issue. References http://support.hp.com/us-en/document/c04789449 http://support.hp.com/us-en/document/c04676089...
Page 141: I/O Devices
Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc). If you have problems with external devices not provided by HP, contact device manufacturers for ● compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
Page 142: Keyboard Point Stick
Keyboard point stick Items Procedures Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps Inspect any signs of dust, liquid spill that prevent point stick from working. Check whether point stick cap is loose and reseat it if necessary. The sections below are intended for authorized service providers/technicians.
Page 143: Touchpad
Install the latest TouchPad driver. Adjust TouchPad settings (Control Panel > Mouse). Test TouchPad controller using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Mouse Test > Pointer Test & Drag and Drop Test). The sections below are intended for authorized service providers/technicians.
Page 144: Network Connectivity Wireless (Wlan)
Items Procedures Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date.
Page 145: Wwan
Items Procedures In the example to the left, U-APSD support (Unscheduled Automatic Power Save Delivery) is changed to Disabled to resolve an incompatible access point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings.
Page 146: Usb
Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not compliant. USB devices are not charging ● NOTE: USB Type-C uses a different connector entirely Examples of USB device Not Recognized Troubleshooting steps Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB...
Page 147: Smart Card Reader
Smart card reader Items Procedures Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy.
Page 148: Speaker, Headphone - Audio Issues
Verify that sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio). Test with a verified working operating system. If issue is resolved, restore full operating system.
Page 149: Thunderbolt (Tb)
Thunderbolt (TB) Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps Update to the latest BIOS and choose appropriate TB Port settings. Reset User Account Settings to default. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version.
Page 150: Storage
● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows ●...
Page 151: Hard Drive/Solid-State Drive Not Recognized
Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it. If the hard drive fails diagnostics, record failure and have the drive replaced.
Page 152: Read-Write Error
152). Blue screen (BSOD) error Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 152 detailed troubleshooting steps.
Page 153: Noisy Hard Drive
Verify original hard drive connection and flex cable. Reseat hard drive and connection. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and have the hard drive replaced.
Page 154: Mechanical
Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. 142 Chapter 8 Troubleshooting guide...
Page 155: Noise (Sound)
Items Procedures http://h20564.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c01657439. Noise (sound) Items Procedures Symptoms Possible causes Computer emits abnormal noise Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise.
Page 156: Fan Runs Constantly
Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ●...
Page 157: Thermal Shutdown (Hot)
Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 91).
Page 158: Additional Information
Items Procedures Perform a soft reset if system can turn on. The sections below are intended for authorized service providers/technicians. Disassemble the unit. Inspect power button on the top cover and on the system board to make sure these buttons moves freely. Additional information The following sections provide additional information that can be used during the troubleshooting process.
Page 159: Blinking Lights And Boot Error Codes
Blinking lights and boot error codes The information below is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.
Page 160: Graphics Controller Error (No Controller)
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock num lock keys will both blink three times followed by a pause, then continue in a repeating pattern. Graphics Controller Error (No Controller) This computer has experienced a graphics controller initialization problem resulting in a failed startup.
Page 161: Sure Start Has Identified A Problem (Manual Recovery Policy Set)
Sure Start has identified a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
Page 162 Hard Disk 2 Full The hard drive may have failed. Contact support for assistance. Boot Device Boot device not found Indicates a potential problem with the hard drive. Please run the hard Manager drive test. http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/ action.process/public/kb/docDisplay/? javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrp- interactionState%3DdocId%253Demr_na-c00439024%257CdocLocale %253Den_US%257CcalledBy %253D&javax.portlet.endCacheTok=com.vignette.cachetokenfor more information.
Page 163 %253Den_US%257CcalledBy %253D&javax.portlet.endCacheTok=com.vignette.cachetoken for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity. See Replace http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/...
Page 164: Routine Maintenance For Performance Improvement
Routine Maintenance for Performance Improvement See http://h20564.www2.hp.com/hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00816938. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Tasks Weekly Monthly Occasionally Perform a system tune up. Run Windows Update. Scan for and remove viruses.
Page 165: Microsoft General Troubleshooting Of Windows Bug Check Codes
If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). ● Check with the manufacturer to see if an updated system BIOS or firmware is available.
Page 166: Windows Software Development Kit (Sdk)
Windows Software Development Kit (SDK) Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk Set up the SDK in the configuration window (Windows 10 shown). Select features to install. 154 Chapter 8 Troubleshooting guide...
Page 167 Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// ● msdl.microsoft.com/download/symbols. Save the workspace. ● Additional information 155...
Page 168 Open the crash dump file. 156 Chapter 8 Troubleshooting guide...
Page 169 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. Additional information 157...
Page 170: Display Issue: Pixel Anomalies
Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.
Page 171: Cable Management
Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removing and installing components. ● Handle cables with care to avoid damage. Apply only the tension required to seat or unseat cables during insertion or removal from the connector. ●...
Page 172: Connector Types
Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: Squeeze on the top of the retaining latch attached to the cable end of the connector.
Page 173 Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: Slide connector evenly into receptacle on same horizontal plane as PCB connector. Pull lock bar to insert and push both side connector horizontally to firmly lock. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: Remove tape.
Page 174: Computer Setup (Bios), Tpm, And Hp Sure Start
Starting Computer Setup ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Using a USB keyboard or USB mouse to start Computer Setup (BIOS) You can start Computer Setup by using a keyboard or mouse connected to a USB port, but you must first disable FastBoot.
Page 175: Restoring Factory Settings In Computer Setup
Updating the BIOS Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file.
Page 176: Downloading A Bios Update
Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar.
Page 177: Changing The Boot Order Using The F9 Prompt
If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
Page 178: Using Hp Pc Hardware Diagnostics (Uefi)
10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
Page 179 Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. This tool can be used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS. For more information about using the 3-in-1 USB key for BIOS crisis recovery, go to http://www.hp.com/go/...
Page 180: 11 Backing Up, Restoring, And Recovering
Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This ● step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. For...
Page 181: Using Windows Tools
HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive.
Page 182: Using The Hp Cloud Recovery Download Tool (Select Products Only)
HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see...
Page 183: Using The Hp Recovery Partition (Select Products Only)
168. ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. You can find contact information from the HP website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions.
Page 184: Using Hp Recovery Media To Recover
Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly.
Page 185: 12 Specifications
12 Specifications Computer specifications Metric U.S. Dimensions Depth 251.7 mm 9.91 in Width 370.8 mm 14.60 in Height (non-touch) 18.25 mm 0.72 in Height (touch) 18.60 mm 0.73 in Weight 1.78 kg 3.94 lbs Input power Operating voltage 19.0 V dc @ 4.74 A – 90 W or 18.5 V dc @ 3.5 A - 65 W or 45 W Operating current 4.74 A or 3.5 A Temperature...
Page 186: 39.6-Cm (15.6-In) Display Specifications
39.6-cm (15.6-in) display specifications Metric U.S. Active diagonal size 39.6-cm 15.6-in Resolution FHD: 1920×1080 UHD: 3840×2160 Surface treatment Anti-glare (except touch screen) Brightness FHD (45% CG): 220 nits FHD (72% CG): 400 nits or 650 nits UHD: 400 nits Viewing angle UWVA Backlight Aspect ratio...
Page 187: M.2 Pcie Solid-State Drive Specifications
M.2 PCIe solid-state drive specifications 256-GB* 512-GB* 1-TB* Dimensions Height 1 mm 1 mm 1 mm Length 50.8 mm 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm 28.9 mm Weight < 10 g < 10 g < 10 g Interface type ATA-7 ATA-7...
Page 188: M.2 Sata Solid-State Drive Specifications
M.2 SATA solid-state drive specifications 128-GB* 256-GB* 512-GB* Height 1.35 mm 1.35 mm 1.35 mm Weight < 10 g < 10 g < 10 g Form factor M.2 2280-D2-B-M M.2 2280-D2-B-M M.2 2280-D2-B-M Transfer rate up to 540 MB/sec up to 540 MB/sec up to 540 MB/sec Interface type SATA-3...
Page 189: 13 Power Cord Set Requirements
13 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
Page 190 Country/region Accredited agency Applicable note number Sweden SEMKO Switzerland Taiwan BSMI The United Kingdom The United States The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
Page 191: 14 Statement Of Memory Volatility
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
Page 192 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.
Page 193: Nonvolatile Memory Usage
HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
Page 194 Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. 182 Chapter 14 Statement of memory volatility...
Page 195: Questions And Answers
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
Page 196: Using Hp Sure Start (Select Models Only)
BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
Page 197: 15 Recycling
Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.
Page 198: Index
Index Symbols/Numerics boot order computer specifications 173 `product description changing 172 connector, power 8 ethernet 3 changing using the f9 prompt display assembly bottom 23 AC adapter, spare part numbers 30 removal 72 bottom cover action keys 17 spare part numbers 72 removing 36 identifying 17 subcomponents 27...
Page 199 4 RJ-45 (network) 8 USB 3.x SuperSpeed 7 integrated numeric keypad, sharing or presenting 13 USB 3.x SuperSpeed port with HP identifying 16 wireless 13, 20 Sleep and Charge 9 internal microphones, identifying USB Type-C power connector and...
Page 200 168 screw kit, spare part number 30 processors 1 security cable slot, identifying 9 product name 1 security, product description 5 Thunderbolt port with HP Sleep and security 5 serial number, computer 22 Charge serviceability 6 service labels, locating 22...
Page 201 volume adjusting 17 mute 17 Windows system restore point 168, 169 Windows key, identifying 16 Windows tools using 169 wireless action key 17 wireless antennas disconnecting 42, 44 wireless antennas, identifying 11 wireless certification label 23 wireless light, identifying 13, 20 wireless networking product description 3 WLAN antenna...

HP ZBook 15u G5 Maintenance And Service Manual

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