Maintenance and Service Guide

Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
© Copyright 2020 HP Development Company, Product notice Software terms
L.P.
This guide describes features that are common By installing, copying, downloading, or otherwise
AMD and Radeon are trademarks of Advanced to most models. Some features may not be using any software product preinstalled on this
Micro Devices, Inc. Bluetooth is a trademark available on your computer. computer, you agree to be bound by the terms
owned by its proprietor and used by HP Inc. of the HP End User License Agreement (EULA). If
under license. Intel, Core, Thunderbolt, vPro, Not all features are available in all editions or you do not accept these license terms, your sole
Xeon, and XMM are trademarks of Intel versions of Windows. Systems may require remedy is to return the entire unused product
Corporation or its subsidiaries in the U.S. and/or upgraded and/or separately purchased (hardware and software) within 14 days for a full
other countries. Linux is the registered hardware, drivers, software or BIOS update to refund subject to the refund policy of your seller.
trademark of Linus Torvalds in the U.S. and other take full advantage of Windows functionality.
countries. Microsoft and Windows are either Windows 10 is automatically updated, which is For any further information or to request a full
registered trademarks or trademarks of always enabled. ISP fees may apply and refund of the price of the computer, please
Microsoft Corporation in the United States additional requirements may apply over time for contact your seller.
and/or other countries. NVIDIA and Quadro are updates. Go to http://www.microsoft.com for
trademarks and/or registered trademarks of details.
NVIDIA Corporation in the U.S. and other
To access the latest user guides, go to
countries. Red Hat is a registered trademark of
http://www.hp.com/support, and follow the
Red Hat, Inc. in the United States and other
instructions to find your product. Then select
countries. USB Type-C and USB-C are registered
Manuals.
trademarks of USB Implementers Forum.
The information contained herein is subject to

change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: September 2020
Document Part Number: M21411-001

Safety warning notice
Reduce the possibility of heat-related injuries or of overheating the computer by following the practices
described.
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the
computer directly on your lap or obstruct the computer air vents. Use the computer 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. Also, do not allow the AC adapter to come into contact with the skin or a soft surface,
such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with the user-
accessible surface temperature limits defined by applicable safety standards.
ENWW iii
iv Safety warning notice ENWW
Table of contents
1 Product description .................................................................................................................................................................................. 1
2 Components .............................................................................................................................................................................................. 5
Right ........................................................................................................................................................................................... 5
Left .............................................................................................................................................................................................. 6
Display ........................................................................................................................................................................................ 7
Keyboard area ........................................................................................................................................................................... 9
Touchpad ............................................................................................................................................................ 10
Touchpad settings ........................................................................................................................ 11
Adjusting touchpad settings ................................................................................... 11
Turning on the touchpad ......................................................................................... 11
Touchpad components ................................................................................................................ 11
Lights ................................................................................................................................................................... 12
Button, speakers, and fingerprint reader ...................................................................................................... 13
Special keys ........................................................................................................................................................ 14
Hot keys .............................................................................................................................................................. 16
Bottom ..................................................................................................................................................................................... 16
Top cover ................................................................................................................................................................................. 17
Rear .......................................................................................................................................................................................... 18
HP TamperLock ...................................................................................................................................................................... 18
Labels ....................................................................................................................................................................................... 19
Inserting a SIM card in the service bay ................................................................................................................................ 20
3 Illustrated parts catalog ........................................................................................................................................................................ 23

Computer major components .............................................................................................................................................. 23
Mass storage devices ............................................................................................................................................................ 31
Cables ....................................................................................................................................................................................... 32
Miscellaneous parts ............................................................................................................................................................... 33
4 Removal and replacement procedures preliminary requirements ................................................................................................ 35

Tools required ......................................................................................................................................................................... 35
ENWW v
Service considerations .......................................................................................................................................................... 36
Plastic parts ........................................................................................................................................................ 36
Cables and connectors ..................................................................................................................................... 36
Drive handling .................................................................................................................................................... 36
Workstation guidelines ..................................................................................................................................... 36
Electrostatic discharge information .................................................................................................................................... 38
Generating static electricity ............................................................................................................................. 38
Preventing electrostatic damage to equipment ........................................................................................... 39
Personal grounding methods and equipment .............................................................................................. 39
Grounding the work area .................................................................................................................................. 39
Recommended materials and equipment ..................................................................................................... 40
Packaging and transporting guidelines .............................................................................................................................. 40
5 Removal and replacement procedures for Customer Self-Repair parts ....................................................................................... 43

Component replacement procedures ................................................................................................................................. 44
Preparation for disassembly ........................................................................................................................... 44
Service cover ...................................................................................................................................................... 44
Battery ................................................................................................................................................................. 45
Solid-state drives 3 and 4 ................................................................................................................................ 46
Hard drive ........................................................................................................................................................... 48
WLAN module .................................................................................................................................................... 50
WWAN module ................................................................................................................................................... 51
Solid-state drive 2 ............................................................................................................................................. 53
Memory modules 2 and 4 ................................................................................................................................ 55
Keyboard ............................................................................................................................................................. 58
Memory modules 1 and 3 ................................................................................................................................ 62
Solid-state drive 1 ............................................................................................................................................. 66
6 Removal and replacement procedures for authorized service provider parts ............................................................................ 71
Component replacement procedures ................................................................................................................................. 72
Preparation for disassembly ........................................................................................................................... 73
Bottom case ................................................................................................................................... 73
SD card board cable ...................................................................................................................... 74
SD card board ................................................................................................................................ 75
Fingerprint reader module cable ................................................................................................ 76
Fingerprint reader module .......................................................................................................... 77
Hard drive cable ............................................................................................................................ 79
Touchpad cable ............................................................................................................................. 80
Touchpad ........................................................................................................................................ 81
NFC module cable ......................................................................................................................... 82
NFC module ................................................................................................................................... 83
vi ENWW
Card reader board ......................................................................................................................... 85
Fan/heat sink assembly ............................................................................................................... 86
39.6 cm (15.6 in) display assembly ........................................................................................... 90
Beam connector ............................................................................................................................ 92
Graphics card ................................................................................................................................. 95
System board ................................................................................................................................ 96
RTC battery .................................................................................................................................. 101
I/O board ...................................................................................................................................... 102
Speakers ...................................................................................................................................... 104
7 Troubleshooting guide ........................................................................................................................................................................ 107

Resources ............................................................................................................................................................................. 107
General troubleshooting steps .......................................................................................................................................... 109
Identify the issue ............................................................................................................................................. 110
1. Understand the issue ............................................................................................................ 111
Boot up sequence .................................................................................................. 111
Failure classification .............................................................................................. 112
2. Examine the environment .................................................................................................... 114
3. Perform a visual inspection of hardware ........................................................................... 114
4. Update BIOS and drivers ....................................................................................................... 116
Manually updating BIOS and drivers ................................................................... 116
Remotely deploying the BIOS and drivers ......................................................... 116
Analyze the issue ............................................................................................................................................ 117
5. Remove or uninstall recently added hardware, software ............................................... 117
6. HP Hardware Diagnostics and Tools ................................................................................... 118
HP PC Hardware Diagnostics (UEFI) .................................................................... 118
HP BIOS Configuration Utility (BCU) ..................................................................... 119
HP Image Diagnostic Tool ..................................................................................... 120
HP Thermal Monitor .............................................................................................. 120
Non HP diagnostics tools ...................................................................................... 120
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ..................................................................................................................................... 121
Status lights ............................................................................................................ 121
Blinking light codes ................................................................................................ 121
POST error messages ............................................................................................ 122
Resolve the issue ............................................................................................................................................ 124
8. Hard reset ................................................................................................................................ 124
9. Soft reset (Default Settings) ................................................................................................. 125
10. Reseat cables and connections ......................................................................................... 125
11. Test with minimum configuration ..................................................................................... 127
Essential hardware configuration ....................................................................... 127
ENWW vii
Safe mode ............................................................................................................... 128
12. Test with verified working configuration (hardware or operating system) ................ 128
13. Replace the system board ................................................................................................. 128
Verify solution .................................................................................................................................................. 129
Helpful Hints ......................................................................................................................................................................... 130
At startup .......................................................................................................................................................... 130
During operation ............................................................................................................................................. 130
Consulting with HP Service ............................................................................................................................ 131
Common issues and possible solutions ........................................................................................................................... 132
Power-on issues .............................................................................................................................................. 133
No power ..................................................................................................................................... 133
Intermittent power-on, shutdown, reboot ............................................................................. 135
AC adapter issue ......................................................................................................................... 136
Battery not recognized, not charging ..................................................................................... 137
Battery discharges too fast ....................................................................................................... 139
Burnt smell .................................................................................................................................. 139
POST .................................................................................................................................................................. 141
No video (with power) ................................................................................................................ 141
Blinking lights .............................................................................................................................. 142
Diagnostic error messages ....................................................................................................... 142
BIOS password ............................................................................................................................ 143
Performance (OS) ............................................................................................................................................ 144
Intermittent shutdown .............................................................................................................. 144
Blue screen .................................................................................................................................. 145
Freeze at Windows Logo (hang or lockup) ............................................................................. 145
Electromagnetic Interference (EMI) ......................................................................................... 146
No wake up .................................................................................................................................. 147
Unresponsive .............................................................................................................................. 148
Slow performance ...................................................................................................................... 149
HP Smart Adapter warning message ...................................................................................... 149
Incorrect time and date ............................................................................................................. 150
Display .............................................................................................................................................................. 151
Display anomalies ...................................................................................................................... 152
Symptom ................................................................................................................. 152
Quick check ............................................................................................................. 153
HP PC Hardware Diagnostics (UEFI) for video test ........................................... 153
Display assembly diagram ................................................................................... 153
Dead pixel .................................................................................................................................... 154
No video (internal) ...................................................................................................................... 154
No video (external) ..................................................................................................................... 154
DisplayPort/VGA ......................................................................................................................... 155
viii ENWW
HDMI ............................................................................................................................................. 155
No or bad external video via docking ...................................................................................... 156
Incorrect or missing color/distorted image ............................................................................ 156
Touch screen ............................................................................................................................... 157
I/O devices ........................................................................................................................................................ 159
Keyboard ...................................................................................................................................... 159
Keyboard pointing stick (select products only) ..................................................................... 160
Keyboard backlight .................................................................................................................... 160
Touchpad ..................................................................................................................................... 161
Network connectivity (RJ-45 jack) ........................................................................................... 161
Network connectivity wireless (WLAN) ................................................................................... 162
WWAN ........................................................................................................................................... 162
USB ............................................................................................................................................... 163
Smart card reader ...................................................................................................................... 164
Speaker, headphone - audio issues ........................................................................................ 165
Thunderbolt (TB) ......................................................................................................................... 166
Storage ............................................................................................................................................................. 168
Hard drive or solid-state drive not recognized ...................................................................... 168
No boot to operating system (no read-write error) .............................................................. 169
Read-write error ......................................................................................................................... 170
Slow performance ...................................................................................................................... 171
Blue screen (BSOD) error ........................................................................................................... 171
Noisy hard drive .......................................................................................................................... 171
Mechanical ........................................................................................................................................................ 173
Noise (sound) .............................................................................................................................. 173
Fan runs constantly .................................................................................................................... 173
Thermal shutdown (hot) ........................................................................................................... 175
Additional information ........................................................................................................................................................ 177
Acronyms .......................................................................................................................................................... 177
Blinking lights and boot error codes ............................................................................................................ 178
Processor not executing code .................................................................................................. 178
BIOS recovery code unable to find valid BIOS recovery image ............................................ 178
Memory module error ................................................................................................................ 178
Graphics Controller Error (No Controller) ................................................................................ 179
Failure System Board Error ....................................................................................................... 179
Intel Trusted Execution Technology (TXT) Error ................................................................... 179
Sure Start unable to find valid BIOS Boot Block image ......................................................... 179
Sure Start has identified a problem (Manual Recovery Policy Set) .................................... 180
POST error messages and user actions ...................................................................................................... 180
Routine maintenance for performance improvement .............................................................................. 182
Common blue screen error messages ........................................................................................................ 183
ENWW ix
Error message list ...................................................................................................................... 183
Bug check symbolic names ...................................................................................................... 183
Microsoft general troubleshooting of Windows bug check codes ...................................... 183
Use Windows Debugging Tool ...................................................................................................................... 185
Windows Software Development Kit (SDK) ............................................................................ 185
Display issue: pixel anomalies ...................................................................................................................... 188
Cable management ........................................................................................................................................ 189
Connector types .............................................................................................................................................. 191
Flex cable ..................................................................................................................................... 191
Horizontal cable insertion ......................................................................................................... 191
Multiple-pin horizontal connector (LVDS cable to display panel) ....................................... 192
Multiple-pin vertical connector (LVDS cable to system board) ........................................... 192
8 Using Setup Utility (BIOS) .................................................................................................................................................................... 193

Starting Setup Utility (BIOS) ............................................................................................................................................... 193
Updating Setup Utility (BIOS) ............................................................................................................................................. 194
Determining the BIOS version ....................................................................................................................... 194
Preparing for a BIOS update .......................................................................................................................... 195
Downloading a BIOS update ..................................................................................................... 195
Installing a BIOS update ............................................................................................................ 195
9 Backing up, restoring, and recovering .............................................................................................................................................. 197

Backing up information and creating recovery media ................................................................................................... 198
Using Windows tools for backing up ............................................................................................................ 198
Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ........ 198
Restoring and recovering your system ............................................................................................................................ 199
Creating a system restore ............................................................................................................................. 199
Restoring and recovery methods ................................................................................................................. 199
Recovering using HP Recovery media ......................................................................................................... 199
Changing the computer boot order ............................................................................................................. 200
Using HP Sure Recover (select products only) ........................................................................................... 200
10 Using HP PC Hardware Diagnostics ................................................................................................................................................ 201

Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store ................................................ 201
Customizing Remote HP PC Hardware Diagnostics UEFI settings ............................................................................... 201
11 Specifications ..................................................................................................................................................................................... 203

Computer specifications ..................................................................................................................................................... 203
39.6 cm (15.6 in) display specifications ........................................................................................................................... 205
Hard drive specifications ..................................................................................................................................................... 205
x ENWW
Solid-state drive specifications (SATA-3) ......................................................................................................................... 206
Solid-state drive specifications ......................................................................................................................................... 206
12 Statement of memory volatility ...................................................................................................................................................... 209

Current BIOS steps ............................................................................................................................................................... 209
Nonvolatile memory usage ................................................................................................................................................ 211
Questions and answers ...................................................................................................................................................... 213
Using HP Sure Start (select products only) ..................................................................................................................... 215
13 Power cord set requirements .......................................................................................................................................................... 217

Requirements for all countries .......................................................................................................................................... 217
Requirements for specific countries and regions ........................................................................................................... 217
14 Recycling ............................................................................................................................................................................................. 221
Index ........................................................................................................................................................................................................... 223
ENWW xi
xii ENWW
1 Product description
This table provides detailed product information.
Table 1-1 Product components and their descriptions
Category Description
Product Name HP ZBook Fury 15 G7 Mobile Workstation
Processors Intel® Xeon™ W-10885M 2.3 GHz (5.1 GHz max turbo frequency) processor (8 cores, 16 MB L3 cache, 45 W)
Intel Core™ i7-10850H 2.7 GHz (5.1 GHz max turbo frequency) processor (6 cores, 12 MB L3 cache, 45 W)
Intel Core i7-10750H 2.6 GHz (5.0 GHz max turbo frequency) processor (6 cores, 12 MB L3 cache, 45 W)
Graphics controller AMD® Radeon™ F19M-E85-70 graphics controller
AMD Radeon R19M-E85-70 graphics controller
NVIDIA® Quadro® N19P-Q1 graphics controller
NVIDIA Quadro N19P-Q3 graphics controller
NVIDIA Quadro N19E-Q3 graphics controller
NVIDIA Quadro N19E-Q5 graphics controller
NVIDIA Quadro N19E-Q1-KD-A1 graphics controller
Graphics card AMD Radeon Professional W5500M graphics card with 4 GB memory
AMD Radeon RX 5500M graphics card with 4 GB memory
NVIDIA Quadro RTX 3000 graphics card with 6 GB memory
NVIDIA Quadro T1000 graphics card with 4 GB memory
NVIDIA Quadro T2000 graphics card with 4 GB memory
Display 39.6 cm (15.6 in), liquid crystal display (LCD), white light-emitting diode (WLED), UWVA, flat bezel
Ultra high-definition (UHD) (3840×2160), BrightView, HDR-400, DCI-P3 100, eDP 1.4 + PSR 2, touchscreen
display panel, equipped with full high-definition (FHD) webcam + infrared and ambient light sensor; typical
brightness: 550 nits
UHD (3840×2160), BrightView, HDR-400, DCI-P3 100, eDP 1.4 + PSR 2, touchscreen display panel, equipped
with ambient light sensor; typical brightness: 550 nits
ENWW 1
Table 1-1 Product components and their descriptions (continued)
UHD (3840×2160), antiglare, HDR-400, DCI-P3 100, eDP 1.4 + PSR 2, Dream Color display panel, equipped with
FHD webcam + infrared and ambient light sensor; typical brightness: 550 nits
FHD webcam and ambient light sensor; typical brightness: 550 nits
ambient light sensor; typical brightness: 550 nits
UHD (3840×2160), antiglare, DCI-P3 100, eDP 1.4 + PSR 2 display panel, equipped with FHD webcam + infrared
and ambient light sensor; typical brightness: 550 nits
UHD (3840×2160), antiglare, DCI-P3 100, eDP 1.4 + PSR 2 display panel, equipped with FHD webcam and
UHD (3840×2160), antiglare, DCI-P3 100, eDP 1.4 + PSR 2 display panel, equipped with ambient light sensor;
typical brightness: 550 nits
FHD (1920×1080), antiglare, sRGB 100, eDP 1.2 display panel, equipped with FHD webcam + infrared and
FHD (1920×1080), antiglare, sRGB 100, eDP 1.2 display panel, equipped with FHD webcam and ambient light
sensor; typical brightness: 300 nits
FHD (1920×1080), antiglare, sRGB 100, eDP 1.2 display panel, equipped with ambient light sensor; typical
Memory Four customer-accessible memory module slots supporting up to 128 GB of RAM
DDR4-2666 dual-channel support
NOTE: Non-ECC memory performance 2666 MHz provided same part number of memory modules, otherwise
performance may drop to 2133 MHz. ECC memory performance 2666 MHz provided same part number of
memory modules, otherwise performance may drop to 2400 MHz.
Supports the following configurations:
● 128 GB (32 × 4 @ DDR4-2666 1.2 V SODIMM)
● 64 GB (32 × 2 or 16 × 4 @ DDR4-2666 1.2 V SODIMM)
● 64 GB (16 × 4 @ DDR4-2666 1.2 V SODIMM ECC)
● 32 GB (32 × 1 or 16 × 2 or 8 × 4 @ DDR4-2666 1.2 V SODIMM)
● 32 GB (32 × 1 or 16 × 2 @ DDR4-2666 1.2 V SODIMM ECC)
● 16 GB (16 × 1 or 8 × 2 @ DDR4-2666 1.2 V SODIMM)
● 16 GB (16 × 1 or 8 × 2 @ DDR4-2666 1.2 V SODIMM ECC)
● 8 GB (8 × 1 @ DDR4-2666 1.2 V SODIMM)
● 8 GB (8 × 1 @ DDR4-2666 1.2 V SODIMM ECC)
Primary storage ● 2 TB, M.2 2280, PCIe-3×4, NVMe, SS solid-state drive with TLC
● 1 TB, M.2 2280, PCIe-3×4, NVMe, SS solid-state drive with TLC
● 512 GB, M.2 2280, PCIe, NVMe, self-encrypted (SED) solid-state drive with TLC OPAL2
● 512 GB, 2280, PCIe-3×4, NVMe, SED solid-state drive with TLC OPAL2
● 256 GB, M.2 2280, PCIe-3×4, NVMe, SS solid-state drive with TLC
2 Chapter 1 Product description ENWW

● 256 GB, M.2 2280, PCIe, NVMe, SED solid-state drive with TLC OPAL2
Hard drives, SATA, 6.35 cm (2.5 in), 7.0 mm (0.28 in):
● 2 TB, 5400 RPM
● 1 TB, 7200 RPM
● 500 GB, 7200 RPM
● 500 GB, 7200 RPM, Federal Information Processing Standard (FIPS), (SED), OPAL2
Audio and video Integrated HD Camera: (on select models)
Infrared (on select models)
Dual-array, world-facing, digital microphone
Wireless Wireless Local Area Network (WLAN)
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth® 5.0 MU-MIMO M.2 2230 non-vPro® MIPI + BRI WW with 2 antennas
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2230 vPro 160 MHz MIPI + BRI WW with 2 antennas
Intel XMM™ 7360 LTE-Advanced (Cat 9) Wireless Wide Area Network (WWAN)
Near field NFC Mirage WNC XRAV-1

communication (NFC)
Keyboard/pointing Dual-point keyboard with clickpad, backlit, spill-resistant, premium notebook keyboard
devices
Power requirements Battery: 8 cell, 94 WHr long life, PL Fast Charge
HP Smart AC adapters:
200 watt AC adapter HP Smart (PFC, ultraslim barrel, 4.5 mm, straight-to-right angle)
150 watt AC adapter HP Smart (PFC, slim barrel, 4.5 mm)
120 watt AC Adapter HP Smart (PFC, slim barrel, 4.5 mm, right angle)
Power cords:
C13 premium, 1.0 m, with tag
C5 premium, 1.0 m, with tag
Security Integrated fingerprint reader
Operating system Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSC 1809 (RS5)
Windows 10 Home 64
Windows 10 Home 64 Advanced
Windows 10 Home 64 Advanced Single Language
Windows 10 Home 64 Chinese Market CPPP
Windows 10 Home 64 High-End Chinese Market CPPP
Windows 10 Home 64 Plus
ENWW 3
Windows 10 Home 64 Plus Single Language
Windows 10 Home 64 Single Language
Windows 10 Professional 64
Windows 10 Professional 64 CBB 1903
Windows 10 Professional 64 CBB 1909
Windows 10 Professional 64 Chinese Market
Windows 10 Professional 64 for Workstations Plus
Windows 10 Professional 64 for Workstations Plus Chinese Market
Windows 10 Professional 64 High End
Windows 10 Professional 64 High End Chinese Market
FreeDOS
Red Hat® Enterprise Linux® 8 Workstation
Ubuntu 18.04
Serviceability End user replaceable parts:
AC adapter
Service cover
Battery
Solid-state drive
Hard drive
WLAN module
WWAN module
Memory module
Keyboard
4 Chapter 1 Product description ENWW

2 Components
Right
Use the illustration and table to identify the components on the right side of the computer.
Table 2-1 Right-side components and their descriptions
Component Description
(1) Memory card reader Reads optional memory cards that store, manage, share, or
access information.
To insert a card:
1. Hold the card label-side up, with the connectors facing the
computer.
2. Insert the card into the memory card reader, and then press
in on the card until it is firmly seated.
To remove a card:
▲ Press in on the card, and then remove it from the memory

card reader.
(2) HDMI port Connects an optional video or audio device, such as a high-
definition television, any compatible digital or audio component,
or a high-speed High Definition Multimedia Interface (HDMI)
device.
(3) Dual-Mode DisplayPort™ connector Connects an optional digital display device, such as a high-
performance monitor or projector.
ENWW Right 5
Table 2-1 Right-side components and their descriptions (continued)
(4) USB Type-C® Thunderbolt™ ports with HP Sleep Connect USB devices, provide high-speed data transfer, and
and Charge (2) charge small devices, even when the computer is off.
– and –
Connect display devices that have a USB Type-C connector,

providing DisplayPort output.
NOTE: Your computer might also support a Thunderbolt docking

station.
NOTE: Cables, adapters, or both (purchased separately) might

be required.
(5) Power connector Connects an AC adapter.
(6) Battery light When AC power is connected:
● White: The battery charge is greater than 90 %.
● Amber: The battery charge is from 0 to 90 %.
● Off: The battery is not charging.
When AC power is disconnected (battery not charging):
● Blinking amber: The battery has reached a low battery level.

When the battery has reached a critical battery level, the
battery light begins blinking rapidly.
● Off: The battery is not charging.
Left
Use the illustration and table to identify the components on the left side of the computer.
NOTE: Your computer might look slightly different from the following illustration.
6 Chapter 2 Components ENWW

Table 2-2 Left-side components and their descriptions
(1) RJ-45 (network) jack/status lights Connects a network cable.
● Green: The network is connected.
● Amber: Activity is occurring on the network.
(2) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it

might not prevent the computer from being mishandled or stolen.
(3) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and
charges small devices, even when the computer is off.
(4) USB SuperSpeed ports Connect USB devices, provide high-speed data transfer, and (for
select products) charge small devices when the computer is on or
in Sleep mode.
NOTE: Depending on your computer model, your computer

might have one or two USB SuperSpeed ports.
(5) Audio-out (headphone)/Audio-in (microphone) Connects optional powered stereo speakers, headphones,
combo jack earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support optional
standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the

volume before putting on headphones, earbuds, or a headset. For
additional safety information, see the Regulatory, Safety, and
Environmental Notices.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and

then select HP Documentation.
NOTE: When a device is connected to the jack, the computer

speakers are disabled.
(6) Smart card reader Supports optional smart cards.
Display
Use the illustration and table to identify the display components.
ENWW Display 7
Table 2-3 Display components and their descriptions
(1) WWAN antennas (select products only)* Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(2) WLAN antennas (select products only)* Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(3) Camera light(s) (select products only) On: One or more cameras are in use.
(4) Ambient light sensor Adjusts the brightness of the display, depending on the ambient light.
(5) Internal microphones (select products only) Record sound.
(6) Camera privacy cover (select products only) By default, the camera lens is uncovered, but you can slide the camera
privacy cover to block the camera's view. To use the camera, slide the
camera privacy cover in the opposite direction to reveal the lens.
NOTE: If you have both front-facing and rear-facing cameras, when

one camera lens is revealed and ready to use, the other is concealed.
(7) Camera(s) (select products only) Allow(s) you to video chat, record video, and record still images. Some
cameras also allow a facial recognition logon to Windows, instead of a
password logon.
NOTE: Camera functions vary depending on the camera hardware

and software installed on your product.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.

Keyboard area
ENWW Keyboard area 9

Touchpad

Touchpad settings
Adjusting touchpad settings
Follow these steps to adjust the touchpad settings and gestures.
Use these steps to adjust touchpad settings and gestures.

1. Type touchpad settings in the taskbar search box, and then press enter.
2. Choose a setting.
Turning on the touchpad
Follow these steps to turn on the touchpad.
Follow these steps to turn on the touchpad.

1. Type touchpad settings in the taskbar search box, click the Touchpad button.
2. Using an external mouse, click the Touchpad button.
If you are not using an external mouse, press the Tab key repeatedly until the pointer rests on the
touchpad button. Then press the spacebar to select the button.
Touchpad components
Use the illustration and table to identify the touchpad components.
Table 2-4 Touchpad components and their descriptions
(1) Pointing stick Moves the pointer on the screen.
(2) Center pointing stick button Functions like the center button on an external mouse.
(3) Left pointing stick button Functions like the left button on an external mouse.

Table 2-4 Touchpad components and their descriptions (continued)
(4) Touchpad zone Reads your finger gestures to move the pointer or activate items
on the screen.
(5) Left touchpad button Functions like the left button on an external mouse.
(6) Center touchpad button Functions like the center button on an external mouse.
(7) Right pointing stick button Functions like the right button on an external mouse.
(8) Near Field Communications (NFC) tapping area Allows you to wirelessly share information when you tap it with an
and antenna (select products only)* NFC-enabled device.
(9) Right touchpad button Functions like the right button on an external mouse.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
Lights
Use the illustration and table to identify the lights on the computer.
Table 2-5 Lights and their descriptions
(1) Caps lock light On: Caps lock is on, which switches the key input to all capital
letters.
(2) Fn lock light On: The fn key is locked. For more information, see Hot keys
on page 16.

Table 2-5 Lights and their descriptions (continued)
(3) Privacy key light (select products only) On: Privacy screen is on, which helps prevent side-angle viewing.
(4) Mute light ● On: Computer sound is off.
● Off: Computer sound is on.
(5) Microphone mute light ● On: Microphone is off.
● Off: Microphone is on.
(6) Power light ● On: The computer is on.
● Blinking (select products only): The computer is in the Sleep

state, a power-saving state. The computer shuts off power to
the display and other unnecessary components.
● Off: Depending on your computer model, the computer is off,

in Hibernation, or in Sleep. Hibernation is the power-saving
state that uses the least amount of power.
(7) Num lk light On: Num lk is on.
Button, speakers, and fingerprint reader

Use the illustration and table to identify the button, speakers, and fingerprint reader on the computer.
IMPORTANT: To verify that your computer supports fingerprint reader sign-in, type Sign-in options in
the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then
your notebook does not include a fingerprint reader.

Table 2-6 Button, speakers, and fingerprint reader and their descriptions
(1) Speakers Produce sound.
(2) Power button ● When the computer is off, press the button briefly 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 (select products only).
● When the computer is in Hibernation, press the button briefly

to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results

in the loss of unsaved information.
If the computer has stopped responding and shutdown procedures

are ineffective, press and hold the power button for at least 4
seconds to turn off the computer.
To learn more about your power settings, see your power options.
▲ Right-click the Power meter icon and then select
Power Options.
(3) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password
logon.
▲ Touch your finger to the fingerprint reader.
IMPORTANT: To prevent fingerprint logon issues, make sure

when you register your fingerprint that all sides of your finger
are registered by the fingerprint reader.
Special keys
Use the illustration and table to identify the special keys.
NOTE: Your computer might look slightly different from the following illustration.

Table 2-7 Special keys and their descriptions
(1) esc key Displays system information when pressed in combination with
the fn key.
(2) fn key Executes frequently used system functions when pressed in

combination with another key. Such key combinations are called
hot keys.
See Hot keys on page 16.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
(4) Action keys Execute frequently used system functions.
(5) Power button ● When the computer is off, press the button briefly 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 (select products only).
● When the computer is in Hibernation, press the button

briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button

results in the loss of unsaved information.
If the computer has stopped responding and shutdown

procedures are ineffective, press and hold the power button for at
least 4 seconds to turn off the computer.
To learn more about your power settings, see your power options.
▲ Right-click the Power meter icon and then select
Power Options.

Table 2-7 Special keys and their descriptions (continued)
(6) num lk key Turns the embedded numeric keypad on and off.
(7) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard. When
num lk is pressed, the integrated keypad can be used like an
external numeric keypad.
NOTE: If the keypad function is active when the computer is

turned off, that function is reinstated when the computer is turned
back on.
Hot keys
A hot key is the combination of the fn key and another key. Use the table to identify the hot keys.
To use a hot key:
▲ Press the fn key, and then press one of the keys listed in the following table.
Table 2-8 Hot keys and their descriptions
Key Description
C Turns on scroll lock.
R Breaks the operation.
S Sends a programing query.
W Pauses the operation.
Bottom
Use the illustration and table to identify the bottom components.

Table 2-9 Bottom components and their descriptions
(1) 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.
(2) Service door release latch and security screw Releases the service door after you remove the security
screw.
Top cover
Use the illustration and table to identify the top cover components.
ENWW Top cover 17

Table 2-10 Top cover component and its description
Internal microphone (select products only) Records sound.
Rear
Use the illustration and table to identify the rear components.
Table 2-11 Rear component and its description
Vents Enable 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.
HP TamperLock
Use this section to understand HP TamperLock.
This computer features a security application called HP TamperLock, which alerts customers if the service cover
has been removed. The application is preset to disabled. The customer must enable this application in the BIOS,
where it is called Smart Cover.
If the customer enables HP TamperLock and sends in the computer for repair, the repair center will not be able
to repair it. The Call Center will receive the following message:

This product is equipped with Smart Cover (Tamper Detection password feature.) Ensure that the customer has
disabled the Tamper Detection password in the BIOS before sending it in for repair. If this is not done, it will delay
the repair and potentially result in a billable event. If the computer does not boot or the customer is not able to
check in and disable the feature, continue with normal procedures to replace the system board.
Labels
Use the illustration and table to identify the label location and components.
The labels affixed to the computer provide information you might need when you troubleshoot system problems
or travel internationally with the computer. Labels might be in paper form or imprinted on the product.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer,
inside the battery bay, under the service door, on the back of the display, or on the bottom of a tablet kickstand.
● Service label—Provides important information to identify your computer. When contacting support, you
might be asked for the serial number, the product number, or the model number. Locate this information
before you contact support.
Your service label will resemble one of the following examples. Refer to the illustration that most closely
matches the service label on your computer.
Table 2-12 Service label components and their descriptions
Component
(1) HP product name
(2) Model name
(3) Warranty period
(4) Product ID
(5) Serial number
ENWW Labels 19
Component
(1) HP product name
(2) Model number
(3) Product ID
(4) Serial number
(5) Warranty period
Component
(1) HP product name
(2) Product ID
(3) Serial number
(4) Warranty period
Inserting a SIM card in the service bay

To insert a SIM card, follow these steps.
1. Turn off the computer by using the Shut down command.
2. Close the display.
3. Disconnect all external devices connected to the computer.
4. Unplug the power cord from the AC outlet.
5. Turn the computer upside down on a flat surface, with the service door toward you.
6. Remove the service door, and then remove the battery.
For steps on removing the service door and battery, see Service cover on page 44 and Battery
on page 45.

7. Slide the SIM tray cover to the right (1), open the cover (2), and then insert the SIM card into the SIM tray (3).
NOTE: The SIM card in your computer might look slightly different from the illustration in this section.
NOTE: To properly insert the SIM card, match the angled edge of the card with the triangle on the
tray.
8. Close the SIM tray cover (1) and slide it to the left (2).
To remove the SIM card, reverse these procedures.
ENWW Inserting a SIM card in the service bay 21

3 Illustrated parts catalog
Use this table to determine the spare parts that are available for the computer.
Computer major components

To identify the computer major components, use this illustration and table.
NOTE: HP continually improves and changes product parts. For complete and current information about
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.
ENWW Computer major components 23

Table 3-1 Computer major component descriptions and part numbers
Item Component Spare part number
(1) 39.6 cm (15.6 in) display assembly:
UHD (3840×1980), touchscreen display assembly with infrared sensor; typical brightness: 400 nits M31732-001
24 Chapter 3 Illustrated parts catalog ENWW

Table 3-1 Computer major component descriptions and part numbers (continued)
UHD (3840×1980), touchscreen display assembly; typical brightness: 400 nits M31731-001
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly with webcam and infrared M17088-001
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly with webcam; typical M17087-001
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly; typical brightness: 400 M17086-001
nits
FHD (1980×1080), antiglare, non-touchscreen display assembly with FHD webcam, infrared sensor, M23505-001
FHD (1980×1080), antiglare, non-touchscreen display assembly with FHD webcam and ambient M23506-001
light sensor; typical brightness: 1000 nits
FHD (1980×1080), antiglare, non-touchscreen display assembly with ambient light sensor; typical M23504-001
(2) Keyboard with backlight, clickpad, pointing stick, and privacy shield (includes backlight cable, clickpad cable, keyboard cable,
and pointing stick cable):
For use in Belgium M17095-A41
For use in Brazil M17095-201
For use in Bulgaria M17095-261
For use in Canada M17095-DB1
For use in the Czech Republic and Slovakia M17095-FL1
For use in Denmark M17095-081
For use in France M17095-051
For use in Germany M17095-041
For use in Greece M17095-151
For use in Hungary M17095-211
For use in Iceland M17095-DD1
For use in India M17095-D61

For use in Israel M17095-BB1
For use in Italy M17095-061
For use in Japan M17095-291
For use in Latin America M17095-161
For use in the Netherlands M17095-B31
For use in Northwest Africa M17095-FP1
For use in Norway M17095-091
For use in Portugal M17095-131
For use in Romania M17095-271
For use in Russia M17095-251
For use in Saudi Arabia M17095-171
For use in Slovenia M17095-BA1
For use in South Korea M17095-AD1
For use in Spain M17095-071
For use in Sweden and Finland M17095-B71
For use in Switzerland M17095-BG1
For use in Taiwan M17095-AB1
For use in Thailand M17095-281
For use in Turkey M17095-141
For use in Turkey-F M17095-541
For use in Ukraine M17095-BD1
For use in the United Kingdom M17095-031
For use in the United States M17095-001
Keyboard with backlight, clickpad, and pointing stick (includes backlight cable, clickpad cable, keyboard cable, and pointing
stick cable):
For use in Belgium M17094-A41
For use in Brazil M17094-201
For use in Bulgaria M17094-261
For use in Canada M17094-DB1
For use in the Czech Republic and Slovakia M17094-FL1
For use in Denmark M17094-081
For use in France M17094-051
For use in Germany M17094-041
For use in Greece M17094-151

For use in Hungary M17094-211
For use in Iceland M17094-DD1
For use in India M17094-D61
For use in Israel M17094-BB1
For use in Italy M17094-061
For use in Japan M17094-291
For use in Latin America M17094-161
For use in the Netherlands M17094-B31
For use in Norway M17094-091
For use in Portugal M17094-131
For use in Romania M17094-271
For use in Russia M17094-251
For use in Saudi Arabia M17094-171
For use in Slovenia M17094-BA1
For use in South Korea M17094-AD1
For use in Spain M17094-071
For use in Sweden and Finland M17094-B71
For use in Switzerland M17094-BG1
For use in Taiwan M17094-AB1
For use in Thailand M17094-281
For use in Turkey M17094-141
For use in Turkey-F M17094-541
For use in Ukraine M17095-BD1
For use in the United Kingdom M17094-031
For use in the United States M17094-001
Rubber Kit (not illustrated, includes keyboard rubber) M17076-001
(3) Top cover M17068-001
(4a) Touchpad
NOTE: The touchpad spare part kit does not include the touchpad bracket or touchpad cable. The touchpad bracket is not
available as a spare part. The touchpad cable is available in the Cable Kit, spare part number M17062-001.
For use on computer models equipped with NFC capability (includes NFC antenna and double-sided M29367-001
adhesive)
For use on computer models not equipped with NFC capability M17066-001

(4b) Touchpad bracket: The touchpad bracket is not available as a spare part.
(4c) Touchpad cable: The touchpad cable is available in the Cable Kit, spare part number M17062-001.
(5) Speakers (includes three rubber isolators) M17067-001
Memory module compartment covers (include thermal material, included in the Bracket Kit, spare part number M17044-001.
(6a) Memory module compartment cover under keyboard
(6b) Memory module compartment cover under service cover
Solid-state drive compartment covers (include thermal material):
(7a) Solid-state drive cover under keyboard (included in the Bracket Kit, spare part number M17044-001)
(7b) Solid-state drive cover under service cover (included in the Solid-state Drive Hardware Kit, spare part number M20090-001)
(8) System board (includes integrated processor):
NOTE: All system board spare part kits include replacement thermal material.
Equipped with an Intel Xeon W-10885M processor and the Windows 10 operating system for use M31411-601
only on computers equipped with WWAN capability
Equipped with an Intel Xeon W-10885M processor and a non-Windows operating system for use M31411-001
only on computers equipped with WWAN capability
Equipped with an Intel Xeon W-10885M processor and the Windows 10 operating system for use M17061-601
only on computers not equipped with WWAN capability
Equipped with an Intel Xeon W-10885M processor and a non-Windows operating system for use M17061-001
only on computers not equipped with WWAN capability
Equipped with an Intel Core i9-10885H processor and the Windows 10 operating system for use only M31410-601
on computers equipped with WWAN capability
Equipped with an Intel Core i9-10885H processor and a non-Windows operating system for use only M31410-001
on computers not equipped with WWAN capability

Graphics card (not illustrated):
AMD RX 5500M graphics card with 4 GB integrated memory M17050-001
AMD W 5500M graphics card with 4 GB integrated memory M17049-001
AMD Thermal Pad Kit (not illustrated, includes replacement thermal material) M29533-001
NVIDIA RTX 3000 graphics card with 6 GB integrated memory M17051-001
NVIDIA T1000 graphics card with 4 GB integrated memory M17054-001
NVIDIA Thermal Pad Kit (not illustrated, includes replacement thermal material) M29535-001
(9) I/O board: (includes audio jack, 3 USB ports, and RJ45 network jack)
For use only on vPro computer models M17091-001
For use only on non-vPro computer models M17092-001
(10) Memory module:
32 GB (2666 MHz, 1.2 V, DDR4) L50384-001
16 GB (3200 MHz, 1.2 V, DDR4) L67710-001
16 GB (2666 MHz, 1.2 V, DDR4, ECC) L24981-001
8 GB (3200 MHz, 1.2 V, DDR4) L46598-001

8 GB (2666 MHz, 1.2 V, DDR4, ECC) L24983-001
(11) HP Intel XMM 7360 LTE M.2 WWAN module with GPS L70670-001
Shield Kit (not illustrated, includes WLAN module and WWAN module shields) M23349-001
Rubber Kit (not illustrated, includes WWAN module rubber) M17076-001
(12) WLAN module:
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2230 non-vPro MIPI+BRI WW with 2 L57250-001
antennas
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2230 vPro 160MHz MIPI + BRI WW with 2 L57248-001
antennas
Shield Kit (not illustrated, includes WLAN module and WWAN module shields) M23349-001
Rubber Kit (not illustrated, includes WLAN module rubber) M17076-001
(13) Solid-state drive:
1 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85348-001
512 GB, M.2 2280, PCIe-3×4, SS with TLC L85360-001
512 GB, M.2 2280, PCIe, NVMe, SED with TLC L85368-002
256 GB, M.2 2280, PCIe, NVMe, SED with TLC M07245-001
Solid-state Drive Thermal Pad Kit (not illustrated, includes replacement thermal material) M29534-001
Solid-state Drive Hardware Kit (not illustrated, includes copper plate and support plate) M17040-001
(14) Card reader board (includes cable) M17063-001
(15a) NFC module M17065-001
NOTE: The NFC module spare part kit does not include the NFC module cable. The NFC module
cable is available in the Cable Kit, spare part number M17062-001.
(15b) NFC module cable: The NFC module cable is available in the Cable Kit, spare part number M17062-001.
(16) Fan/heat sink assembly (includes replacement thermal material):
For use on computer models equipped with an AMD graphics card M17048-001
For use on computer models equipped with a graphics subsytem with discrete memory M17046-001
For use on computer models equipped with a graphics subsytem with a vapor chamber M17047-001
For use on computer models equipped with a graphics subsytem with UMA memory M17045-001
(17) Solid-state drive carriage M17040-001
(18a) SD card board M17093-001
NOTE: The SD card board spare part kit does not include the SD card board cable. The SD card
board cable is available in the Cable Kit, spare part number M17062-001.
(18b) SD card board cable: The SD card board cable is available in the Cable Kit, spare part number M17062-001.

(19a) Fingerprint reader module M17064-001
NOTE: The fingerprint reader module spare part kit does not include the fingerprint reader module
cable. The fingerprint reader module cable is available in the Cable Kit, spare part number
M17062-001.
(19b) Fingerprint reader module cable: The fingerprint reader module cable is available in the Cable Kit, spare part number
M17062-001.
(20a) Hard drive:
NOTE: The hard drive spare part kit does not include the hard drive cable. The hard drive cable is available in the Cable Kit,
spare part number M17062-001.
2 TB, SATA, 5400 RPM, 7.0 mm 912487-850
1 TB, SATA, 7200 RPM, 9.5 mm 766644-001
500 GB, SATA, 7200 RPM, 7.0 mm 703267-001
500 GB, SATA, 7200 RPM, 7.0 mm, FIPS 820572-001
Hard Drive Hardware Kit (not illustrated, includes hard drive bracket) M17041-001
(20b) Hard drive cable: The hard drive cable is available in the Cable Kit, spare part number M17062-001.
(21) Battery (8 cell, 94 Whr) L86212-001
(22) Bottom case M17042-001
(23) Service cover M25734-001
Mass storage devices

To identify the mass storage devices, use this illustration and table.
Table 3-2 Mass storage device descriptions and part numbers
Hard drive:
2 TB, SATA, 5400 RPM, 7.0 mm 912487-850
1 TB, SATA, 7200 RPM, 9.5 mm 766644-001
500 GB, SATA, 7200 RPM, 7.0 mm 703267-001
500 GB, SATA, 7200 RPM, 7.0 mm, FIPS 820572-001
Hard Drive Hardware Kit (includes hard drive bracket) M17041-001
Hard drive cable: The hard drive cable is available in the Cable Kit, spare part number M17062-001.
Solid-state drive:
ENWW Mass storage devices 31

Table 3-2 Mass storage device descriptions and part numbers (continued)
Solid-state Drive Hardware Kit (includes solid-state drive carrier) M17040-001
Cables
To identify the cables, use this illustration and table.
Table 3-3 Cable descriptions and part numbers
The following cables are available in the Cable Kit, spare part number M17062-001.
(1) Touchpad cable
(2) NFC module cable
(3) SD card board cable
(4) Fingerprint reader module cable
(5) Hard drive cable

Miscellaneous parts
To identify the miscellaneous parts, use this table.
Table 3-4 Miscellaneous part descriptions and part numbers
Component Spare part number
AC adapters:
200 W AC adapter (PFC, RC, 3 pin, 4.5 mm) L74881-001
150 W HP Smart adapter (PFC, slim, 4.5 mm) 917649-850
120 W HP Smart adapter (PFC, RC, slim, 4.5 mm) L41856-001
Bracket Kit (includes fingerprint bracket, memory module compartment covers, solid-state drive M17044-001
compartment cover, and security lock bracket)
Shield Kit (includes fingerprint reader shield, memory module shield, WLAN module shield, and WWAN M23349-001
shield)
Plastics Kit (includes fingerprint blank bezel, SD card slot bezel, and webcam blank bezel) M17043-001
Power cord (C13, 1.0 m, premium with tag):
For use in Australia 100661-021
For use in Denmark 130627-014
For use in Europe 100614-016
For use in India 403440-008
For use in Israel 398062-011
For use in Japan 653326-005
For use in North America 121565-023
For use in the People's Republic of China 286496-024
For use in South Africa 187487-012
For use in South Korea 231216-015
For use in Switzerland 150304-015
For use in Taiwan 393312-008
For use in Thailand 285052-013
For use in the United Kingdom 100613-021
Power cord (C5, 1.0 m, premium with tag):
For use in Argentina 920689-003
For use in Australia L30769-001
For use in Brazil L30770-001
For use in Australia L30771-001
For use in Europe L30772-001
For use in India 920689-016
For use in Israel L30773-001
ENWW Miscellaneous parts 33

Table 3-4 Miscellaneous part descriptions and part numbers (continued)
Component Spare part number
For use in Italy L30774-001
For use in Japan L30775-001
For use in North America 920689-001
For use in the People's Republic of China 920689-014
For use in South Africa L30777-001
For use in South Korea L30776-001
For use in Switzerland L30778-001
For use in Taiwan L30780-001
For use in Thailand L30779-001
For use in the United Kingdom L30781-001
Rubber Kit (includes display hinge rubber caps, microphone rubber cover, and WWAN module rubber cover) M17076-001
Screw Kit M17082-001

4 Removal and replacement procedures
preliminary requirements
Use this information to properly prepare to disassemble and reassemble the computer.
Tools required
You need the following tools to complete the removal and replacement procedures:
● Tweezers
● Nonconductive, nonmarking pry tool
● Magnetic Phillips P1 screwdriver
● Torx T8 screwdriver
ENWW Tools required 35

Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly and
assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
Using excessive force during disassembly and reassembly can damage plastic parts.
Cables and connectors

Handle cables with extreme care to avoid damage.
IMPORTANT: 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.
Apply only the tension required to unseat or seat the cables during removal and insertion. Handle cables by the
connector whenever possible. In all cases, avoid bending, twisting, or tearing cables. Be sure that cables are
routed so that they cannot be caught or snagged as you remove or replace parts. Handle flex cables with
extreme care; these cables tear easily.
Drive handling
Note the following guidelines when handling drives.
IMPORTANT: Drives are fragile components. Handle them with care. To prevent damage to the computer,
damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, 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.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing an optical drive, be sure that a disc is not in the drive, and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective packaging,
and label the package “FRAGILE.”
Workstation guidelines
Follow these grounding workstation guidelines:
36 Chapter 4 Removal and replacement procedures preliminary requirements ENWW

● Cover the workstation with approved static-shielding material.
● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
● Use conductive field service tools, such as cutters, screw drivers, and vacuums.
● When fixtures must directly contact dissipative surfaces, use fixtures made only of static-safe materials.
● Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids
and polystyrene foam.
● Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these items
only at static-free workstations.
● Avoid contact with pins, leads, or circuitry.
● Turn off power and input signals before inserting or removing connectors or test equipment.
ENWW Service considerations 37

Electrostatic discharge information
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices
or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to
electrostatic discharge (ESD) might not appear to be affected at all and can work perfectly throughout a normal
cycle. The device might function normally for a while, but it has been degraded in the internal layers, reducing its
life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge contains
enough power to alter device parameters or melt silicon junctions.
IMPORTANT: To prevent damage to the device when you remove or install internal components, observe these
precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described Personal
grounding methods and equipment on page 39.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
Generating static electricity

Follow these static electricity guidelines.
● Different activities generate different amounts of static electricity.
● Static electricity increases as humidity decreases.
Table 4-1 Static electricity occurrence based on activity and humidity
Relative humidity
Event 55% 40% 10%
Walking across carpet 7,500 V 15,000 V 35,000 V
Walking across vinyl floor 3,000 V 5,000 V 12,000 V
Motions of bench worker 400 V 800 V 6,000 V
Removing DIPs (dual in-line packages) from plastic tube 400 V 700 V 2,000 V
Removing DIPs from vinyl tray 2,000 V 4,000 V 11,500 V
Removing DIPs from polystyrene foam 3,500 V 5,000 V 14,500 V
Removing bubble pack from PCB (printed circuit board) 7,000 V 20,000 V 26,500 V
Packing PCBs in foam-lined box 5,000 V 11,000 V 21,000 V
Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
NOTE: As little as 700 V can degrade a product.

Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity
damage to electronic components.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
● Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations.
● Place items on a grounded surface before removing them from their container.
● Always be properly grounded when touching a sensitive component or assembly.
● Avoid contact with pins, leads, or circuitry.
● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam.
Personal grounding methods and equipment

Using certain equipment can prevent static electricity damage to electronic components.
● Wrist straps are flexible straps with a maximum of 1 MΩ ±10% resistance in the ground cords. To provide
proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit
snugly into the banana plug connector on the grounding mat or workstation.
● Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with most
types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with a
maximum of 1 MΩ ±10% resistance between the operator and ground.
Table 4-2 Static shielding protection levels
Static shielding protection levels
Method Voltage
Antistatic plastic 1,500
Carbon-loaded plastic 7,500
Metallized laminate 15,000
Grounding the work area

To prevent static damage at the work area, follow these precautions.
● Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
● Use static-dissipative mats, foot straps, or air ionizers to give added protection.
● Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
● Turn off power and input signals before inserting and removing connectors or test equipment.
● Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
ENWW Electrostatic discharge information 39

● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and polystyrene
foam.
● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Recommended materials and equipment

HP recommends certain materials and equipment to prevent static electricity.
● Antistatic tape
● Antistatic smocks, aprons, or sleeve protectors
● Conductive bins and other assembly or soldering aids
● Conductive foam
● Conductive tabletop workstations with ground cord of 1 MΩ ±10% resistance
● Static-dissipative table or floor mats with hard tie to ground
● Field service kits
● Static awareness labels
● Wrist straps and footwear straps providing 1 MΩ ±10% resistance
● Material handling packages
● Conductive plastic bags
● Conductive plastic tubes
● Conductive tote boxes
● Opaque shielding bags
● Transparent metallized shielding bags
● Transparent shielding tubes
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.
● Place items on a grounded surface before removing items from their containers.
● Always be properly grounded when touching a component or assembly.

● Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
● Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
ENWW Packaging and transporting guidelines 41

5 Removal and replacement procedures for
Customer Self-Repair parts
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part that is not supported
by the Customer Self-Repair program can void your warranty. Check your warranty to determine whether
Customer Self-Repair is supported in your location.
ENWW 43
Component replacement procedures
To remove and replace computer components, use these procedures.
You must remove, replace, or loosen as many as 21 screws when you service Customer Self-Repair parts. Make
special note of each screw size and location during removal and replacement.
Preparation for disassembly

To prepare to disassemble the computer, use these steps.
See Removal and replacement procedures preliminary requirements on page 35 for initial safety procedures.
1. 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.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Service cover
To remove the service cover, use this procedure and illustration.
Table 5-1 Service cover description and part number
Description Spare part number
Service cover M25734-001
Before removing the service cover, prepare the computer for disassembly (Preparation for disassembly
on page 44).
Remove the service cover:
1. Close the computer and rest it upside down on a flat work surface with the front toward you.
2. Slide the service cover release latch (1) to the right far enough to access the security screw.
3. If present, remove the Phillips M2.0 × 6.0 security screw (2) that secures the service cover release latch in
place.
4. Slide the service cover release latch (3) all the way to the right to release the service cover.
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts ENWW
5. Slide the service cover (4) toward the front of the computer, and then remove the service cover.
To replace the service cover, reverse the removal procedures.
Battery
To remove the battery, use this procedure and illustration.
Table 5-2 Battery description and part number
8 cell, 94 Whr battery L86212-001
WARNING! To avoid personal injury and damage to the product:
● Do not puncture, twist, or crack the battery.
● Do not cause an external puncture or rupture to the battery. They can cause a short inside the battery,
which can result in battery thermal runaway.
● Do not handle or touch the battery enclosure with sharp objects such as tweezers or pliers, which might
puncture the battery.
● Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case. These
actions can apply undue force on the battery.
● Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins,
which can cause shorting across the connectors.
Before removing the battery, follow these steps:
ENWW Component replacement procedures 45

1. Prepare the computer for disassembly (Preparation for disassembly on page 44).
2. Remove the service cover (Service cover on page 44).
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.
To prevent loss of information, save your work or shut down the computer through Windows before you remove
the battery.
Remove the battery:
1. Slide the battery latches (1) to the left to unlock the battery.
2. Use the tab (2) to swing the battery rear edge (3) up and forward until it rests at an angle.
3. Remove the battery (4) from the computer.
To insert the battery, reverse the removal procedures.
Solid-state drives 3 and 4

To remove solid-state drives 3 and 4, use this procedure and illustration.
Table 5-3 Solid-state drive description and part number
Table 5-3 Solid-state drive description and part number (continued)
Before removing solid-state drive 3 and 4, follow these steps:
3. Remove the battery (see Battery on page 45).
Remove solid-state drives 3 and 4:
1. Remove the slotted 1.9 × 8.9 screw (1) that secures the solid-state drive to the solid-state drive carrier.
2. Spread the retention tabs (2) that secure the solid-state drive carrier gate.
3. Swing the solid-state drive carrier gate (3) up and back.
4. Slide the solid-state drives away from the slots (4) on the system board.
Solid-state drives are designed with a notch (5) to prevent incorrect installation.
5. If it is necessary to remove the solid-state drive carrier, loosen the captive Phillips screw (1) that secures
the carrier to the computer.
6. Lift the front edge of the carrier (2) until it rests at an angle.

7. Remove the carrier (3).
Reverse this procedure to install solid-state drives 3 and 4 and the solid-state drive carrier.
Hard drive
To remove the hard drive, use these procedures and illustrations.
Table 5-4 Hard drive, hard drive bracket and hard drive cable descriptions and part numbers
The hard drive spare part kit does not include the hard drive cable. The hard drive cable is available in the Cable Kit, spare part number
M17062-001.
2 TB, 5400 RPM, 7.0 mm hard drive 912487-850
1 TB, 7200 RPM, 9.5 mm hard drive 766644-001
500 GB, 7200 RPM, 7.0 mm hard drive 703267-001
500 GB, 7200 RPM, 7.0 mm, FIPS hard drive 820572-001
Hard Drive Hardware Kit (includes hard drive bracket) M17041-001
Before removing the hard drive, follow these steps:
4. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 46).
Remove the hard drive:
1. Loosen the three Phillips screws (1) that secure the hard drive to the computer.
2. Swing the carrier bar (2) up and to the left to release the hard drive.
3. Slide the hard drive (3) to the left, and then remove the hard drive from the computer.
Reverse this procedure to install the hard drive.
If you must disassemble the hard drive, follow these steps:
1. Remove the four Phillips M3.0 × 3.0 screws (1) that secure the hard drive cover to the hard drive.
2. Remove the cover (2) from the hard drive.
Reverse this procedure to reassemble the hard drive.

WLAN module
To remove the WLAN module, use this procedure and illustration.
Table 5-5 WLAN module descriptions and part numbers
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2230 non-vPro MIPI+BRI WW with 2 antennas L57250-001
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2230 vPro 160MHz MIPI + BRI WW with 2 antennas L57248-001
Shield Kit (includes WLAN module and WWAN module shields) M23349-001
Rubber Kit (includes WLAN module rubber) M17076-001
IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your country
or region. If you replace the module and then receive a warning message, remove the module to restore device
functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
Remove the WLAN module:
1. Carefully disconnect the two antenna cables (1) from the module.
2. Remove the Phillips M2.0 × 2.9 screw (2), and then remove the WLAN module (3).
NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1/Main WLAN
antenna cable connects to the WLAN module #1/Main terminal. The #2/Aux WLAN antenna cable connects
to the WLAN module #2/Aux terminal.
3. If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on
the antenna connector, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
WWAN module
To remove the WWAN module, use this procedure and illustration.

Table 5-6 WWAN module descriptions and part numbers
HP Intel XMM 7360 LTE M.2 WWAN module with GPS L70670-001
Shield Kit (includes WLAN module and WWAN module Mylar shields) M23349-001
Rubber Kit (includes WWAN module rubber) M17076-001
IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your country
or region. If you replace the module and then receive a warning message, remove the module to restore device
functionality, and then contact technical support.
Before removing the WWAN module, follow these steps:
Remove the WWAN module:
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
2. Remove the Phillips M2.0 × 2.0 screw (2) that secures the WWAN module to the bottom cover. (The WWAN
module tilts up.)
3. Remove the WWAN module (3) by pulling the module away from the slot at an angle.
4. If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must be
installed on the antenna connector, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Solid-state drive 2
To remove solid-state drive 2, use this procedure and illustration.

Only NVMe solid-state drives may be used in solid-state drive compartment 2.
Before removing solid-state drive 2, follow these steps:
Remove solid-state drive 2:
1. Remove the Phillips M2.0 × 2.9 screw (1) that secures the solid-state drive cover to the computer.
2. Lift the right side of the cover (2) until it rests at an angle.
3. Remove the cover (3) by sliding it to the left at an angle.
The solid-state drive cover is included in the Solid-state Drive Hardware Kit, spare part number
M20090-001.
4. Pull the drive away from the socket to remove it (1).
A thermal pad services solid-state drive 2 and is located on the solid-state drive compartment cover. This
pad should be inspected each time that the cover is removed. This pad is intended to be reused if it is not
damaged. If this pad is damaged and any residue remains on the solid-state drive (1) or the cover (2), it
should be thoroughly removed and replaced. If protective releasing paper is attached to the thermal pad, it
should be removed prior to replacement.
To install the solid-state drive, reverse the removal procedures.
Memory modules 2 and 4

To remove memory modules 2 and 4, use this procedure and illustration.

Table 5-8 Memory module descriptions and part numbers
32 GB (2666 MHz, 1.2 V, DDR4) L50384-001
16 GB (3200 MHz, 1.2 V, DDR4) L67710-001
16 GB (2666 MHz, 1.2 V, DDR4, ECC) L24981-001
8 GB (3200 MHz, 1.2 V, DDR4) L46598-001
8 GB (2666 MHz, 1.2 V, DDR4, ECC) L24983-001
Before removing memory modules 2 and 4, follow these steps:
If you are replacing memory modules 2 and 4, remove the existing memory module:
1. Remove the Phillips M2.0 × 2.9 screw (1) that secures the memory module compartment cover to the
computer.
2. Lift the left edge of the cover (2) and swing it up and and to the right until it rests at an angle.
3. Remove the cover (3) by sliding it to the left at an angle.The memory module compartment cover is
included in the Bracket Kit, spare part number M17044-001.
4. Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then
remove the module (2). Use the same procedure to remove all memory modules.
IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only. Do
not touch the components on the memory module.
To protect a memory module after removal, place it in an electrostatic-safe container.
To install a memory module:
1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at
an angle until it is seated (2).

2. Press down on the module until the side retention clips snap into place (3).
Keyboard
To remove the keyboard, use this procedure and illustration.
Table 5-9 Keyboard description and part number
For use in country/region Spare part number For use in country/region Spare part number
Keyboard with backlight, clickpad, pointing stick, and privacy screen (includes backlight cable, clickpad cable, keyboard cable, and pointing
stick cable):
For use in Belgium M17095-A41 For use in Norway M17095-091
For use in Brazil M17095-201 For use in Portugal M17095-131
For use in Bulgaria M17095-261 For use in Romania M17095-271
For use in Canada M17095-DB1 For use in Russia M17095-251
For use in the Czech Republic M17095-FL1 For use in Saudi Arabia M17095-171
and Slovakia
For use in Denmark M17095-081 For use in Slovenia M17095-BA1
For use in France M17095-051 For use in South Africa M17095-AD1
For use in Germany M17095-041 For use in Spain M17095-071
For use in Greece M17095-151 For use in Sweden and Finland M17095-B71
For use in Hungary M17095-211 For use in Switzerland M17095-BG1
For use in India M17095-DD1 For use in Taiwan M17095-AB1
For use in Iceland M17095-D61 For use in Thailand M17095-281
For use in Israel M17095-BB1 For use in Turkey M17095-141
Table 5-9 Keyboard description and part number (continued)
For use in country/region Spare part number For use in country/region Spare part number
For use in Italy M17095-061 For use in Turkey-F M17095-541
For use in Japan M17095-291 For use in Ukraine M17095-BD1
For use in Latin America M17095-161 For use in the United Kingdom M17095-031
For use in the Netherlands M17095-B31 For use in the United States M17095-001
Keyboard with backlight, clickpad, pointing stick, and privacy screen (includes backlight cable, clickpad cable, keyboard cable, and pointing
stick cable):
For use in Belgium M17094-A41 For use in Norway M17094-091
For use in Brazil M17094-201 For use in Portugal M17094-131
For use in Bulgaria M17094-261 For use in Romania M17094-271
For use in Canada M17094-DB1 For use in Russia M17094-251
For use in the Czech Republic M17094-FL1 For use in Saudi Arabia M17094-171
and Slovakia
For use in Denmark M17094-081 For use in Slovenia M17094-BA1
For use in France M17094-051 For use in South Africa M17094-AD1
For use in Germany M17094-041 For use in Spain M17094-071
For use in Greece M17094-151 For use in Sweden and Finland M17094-B71
For use in Hungary M17094-211 For use in Switzerland M17094-BG1
For use in India M17094-DD1 For use in Taiwan M17094-AB1
For use in Iceland M17094-D61 For use in Thailand M17094-281
For use in Israel M17094-BB1 For use in Turkey M17094-141
For use in Italy M17094-061 For use in Turkey-F M17094-541
For use in Japan M17094-291 For use in Ukraine M17094-BD1
For use in Latin America M17094-161 For use in the United Kingdom M17094-031
For use in the Netherlands M17094-B31 For use in the United States M17094-001
Before removing the keyboard, follow these steps:
Remove the speakers:

1. Remove the three Phillips M2.5 × 6.0 screws (1), identified by the keyboard icon (2), that secure the
keyboard to the computer.
2. Release the zero insertion force (ZIF) connector (3) to which the pointing stick cable is connected, and then
disconnect the cable from the connector.
3. Detach the pointing stick cable (4) from the top cover. (The pointing stick cable is attached to the top cover
with double-sided adhesive.)
4. Open the computer.
5. Rest the open computer on its left side.
6. Insert a keyboard release tool or other thin, plastic tool through the KB release opening near the fan and
release the keyboard by pressing on its back.
7. Rest the open computer right side up with the front toward you.
8. Swing the top edge of the keyboard (1) up and forward until it rests upside down on the top cover.
9. Detach the backlight cable (2) from the top cover. (The backlight cable is attached to the top cover with
double-side adhesive.)
10. Release the ZIF connector (3) to which the backlight cable is connected, and then disconnect the cable from
the connector.
11. Release the ZIF connector (4) to which the keyboard cable is connected, and then disconnect the cable
from the connector.
12. Release pointing stick cable (5) through the opening in the top cover.

13. Remove the keyboard (6).
Reverse this procedure to install the keyboard.
Memory modules 1 and 3

To remove memory modules 1 and 3, use this procedure and illustration.
Table 5-10 Memory module descriptions and part numbers
32 GB (2666 MHz, 1.2 V, DDR4) L50384-001
16 GB (3200 MHz, 1.2 V, DDR4) L67710-001
16 GB (2666 MHz, 1.2 V, DDR4, ECC) L24981-001
8 GB (3200 MHz, 1.2 V, DDR4) L46598-001
8 GB (2666 MHz, 1.2 V, DDR4, ECC) L24983-001
Before removing memory modules 1 and 3, follow these steps:
4. Remove the keyboard (see Keyboard on page 58).
If you are replacing memory modules 1 and 3, remove the existing memory module:
1. Remove the two Phillips M2.0 × 2.9 screws (1) that secure the memory module compartment cover to the
computer.
2. Lift the front edge of the cover (2) and swing it up and back until it rests at an angle.

3. Remove the cover (3) by sliding it forward and then lifting it up.The memory module compartment cover is
included in the Bracket Kit, spare part number M17044-001.
NOTE: Thermal pads service the memory modules and are located on the memory module compartment
cover. These pads should be inspected each time that the cover is removed. These pads are intended to be
reused if they are not damaged. If these pads are damaged and any residue remains on the memory
modules (1) or the cover (2), it should be thoroughly removed and replaced. If protective releasing paper is
attached to the thermal pads, it should be removed prior to replacement.
4. Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then
remove the module (2). Use the same procedure to remove all memory modules.
IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only. Do
not touch the components on the memory module.
To protect a memory module after removal, place it in an electrostatic-safe container.
To install a memory module:
1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at
an angle until it is seated (2).

2. Press down on the module until the side retention clips snap into place (3).
Solid-state drive 1
To remove solid-state drive 1, use this procedure and illustration.
Before removing solid-state drive 1, follow these steps:
4. Remove the keyboard (see Keyboard on page 58).
Remove solid-state drive 1:
1. Remove the Phillips M2.0 × 2.9 screw (1) that secures the solid-state drive 1 compartment cover to the
computer.
2. Lift the right side (2) of the cover until it rests at an angle.

3. Remove the cover (3) by sliding it to the right at an angle.
The memory module compartment cover is included in the Solid-state Drive Hardware Kit, spare part
number M20090-001.
A thermal pad services solid-state drive 1 and is located on the solid-state drive cover. This pad should be
inspected each time that the cover is removed. This pad is intended to be reused if it is not damaged. If this
pad is damaged and any residue remains on the solid-state drive (1) or the cover (2), it should be
thoroughly removed and replaced. If protective releasing paper is attached to the thermal pad, it should be
removed prior to replacement.
4. Pull the drive away from the socket to remove it (1).
To install the solid-state drive, reverse the removal procedures.

6 Removal and replacement procedures for
authorized service provider parts
This chapter provides removal and replacement procedures for authorized service provider parts.
IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
ENWW 71
Component replacement procedures
To remove and replace computer components, use these procedures.
You must remove, replace, or loosen as many as 78 screws when you service the parts described in this chapter.
Make special note of each screw size and location during removal and replacement.
72 Chapter 6 Removal and replacement procedures for authorized service provider parts ENWW
Preparation for disassembly
Bottom case
To remove the bottom case, use this procedure and illustration.
Table 6-1 Bottom case description and part number
Bottom case M17042-001
Before removing the bottom case, follow these steps:
2. Remove the service cover (Service cover on page 44), and then remove the following components:
1. Battery (see Battery on page 45)
2. Solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 46)
3. Solid-state drive carrier (see Solid-state drives 3 and 4 on page 46)
4. Hard drive (see Hard drive on page 48)
5. Keyboard (see Keyboard on page 58)
Remove the bottom case:
1. Close the computer.
2. Turn the computer upside down with the front toward you.
3. Remove the four Phillips M2.5 × 3.1 (1) screws that secure the bottom case to the computer.
4. Remove the nine Phillips M2.5 × 6.0 (2) screws that secure the bottom case to the computer.
5. Remove the four Torx8 M2.5 × 3.5 (3) screws that secure the bottom case to the computer.

6. Insert a case utility tool (1) or similar thin plastic tool in the display hinge area and separate the bottom
case from the top cover.
7. Swing the rear edge of the bottom case (2) up and forward until it rests at an angle.
8. Remove the bottom case (3).
When removing the bottom case, take care not to damage the front edge (4) and the area around the
solid-state drive compartment. These areas of the bottom case have thin material and are susceptible to
breakage if precautions are not taken.
Reverse this procedure to install the bottom case.
SD card board cable

To remove the SD card board cable, use this procedure and illustration.
The SD card board cable is available in the Cable Kit, spare part number M17062-001.
Before removing the SD card board cable, follow these steps:
6. Bottom case (see Bottom case on page 73)
Remove the SD card board cable:
1. Detach the SD card board cable (1) from the top cover. (The SD card board cable is attached to the top
cover with double-sided adhesive.)
2. Release the ZIF connector (2) to which the SD card board cable is connected, and then disconnect the SD
card board cable from the system board.
card board cable from the SD card board.
4. Remove the SD card board cable (4).
Reverse this procedure to install the SD card board cable.
SD card board
To remove the SD card board, use this procedure and illustration.
NOTE: The SD card board spare part kit includes SD card board.
Table 6-2 SD card board description and part number
SD card board M17093-001
NOTE: The SD card board spare part kit does not include the SD card board cable. The SD card board cable is
available in the Cable Kit, spare part number M17062-001.
Before removing the SD card board, follow these steps:

Remove the SD card board:
1. Remove the SD card slot bezel (1).
The SD card slot bezel is included in the Plastics Kit, spare part number M20093-001.
2. Detach the SD card board cable (2) from the top cover. (The SD card board cable is attached to the top
cover with double-sided adhesive.)
card board cable from the system board.
4. Remove the two Philllips M2.0 × 2.9 broad head screws (4) that secure the SD card board to the top cover.
5. Remove the SD card board (5) and cable
Reverse this procedure to install the SD card board and cable.
Fingerprint reader module cable

To remove the fingerprint reader module cable, use this procedure and illustration.
The fingerprint reader module cable is available in the Cable Kit, spare part number M17062-001.
Before removing the fingerprint reader module cable, follow these steps:
Remove the fingerprint reader module cable:
1. Release the ZIF connector (1) to which the fingerprint reader module cable is connected, and then
disconnect the fingerprint reader module cable from the system board.
2. Release the ZIF connector (2) to which the fingerprint reader module cable is connected, and then
disconnect the fingerprint reader module cable from the fingerprint reader module.
3. Remove the fingerprint reader module cable (3).
Reverse this procedure to install the fingerprint reader module cable.
Fingerprint reader module

To remove the fingerprint reader module, use this procedure and illustration.

Table 6-3 Fingerprint reader module description and part number
Fingerprint reader module M17064-001
NOTE: The fingerprint fingerprint fingerprint reader module spare part kit does not include the fingerprint fingerprint fingerprint reader
module cable. The fingerprint fingerprint fingerprint reader module cable is available in the Cable Kit, spare part number M17062-001.
Before removing the fingerprint reader module, follow these steps:
Remove the fingerprint reader module:
1. Release the ZIF connector (1) to which the fingerprint reader module cable is attached, and then disconnect
the fingerprint reader module cable from the system board.
2. Remove the Phillips M2.0 × 2.5 broad head screw (2) that secures the fingerprint reader module and
bracket to the computer.
3. Remove the fingerprint reader module bracket (3).
The fingerprint reader module bracket is included in the Bracket Kit, spare part number M17044-001.
4. Remove the fingerprint reader module (4).
Reverse this procedure to install the fingerprint reader module.
Hard drive cable

To remove the hard drive cable, use this procedure and illustration.
The hard drive cable is available in the Cable Kit, spare part number M17062-001.
Before removing the hard drive cable, follow these steps:
Remove the hard drive cable:
1. Disconnect the hard drive cable (1) from the system board.
2. Release the hard drive cable from the retention clips (2) built into the top cover.
3. Remove the two Phillips M2.5 × 6.0 screws (3) that secure the hard drive cable to the top cover.
4. Remove the hard drive cable (4).

Reverse this procedure to install the hard drive cable.
Touchpad cable
To remove the touchpad cable, use this procedure and illustration.
The touchpad cable is available in the Cable Kit, spare part number M17062-001.
Before removing the touchpad cable, follow these steps:
Remove the touchpad cable:
1. Detach the touchpad cable (1) from the top cover. (The touchpad cable is attached to the top cover with
double-sided adhesive.)
2. Release the ZIF connector (2) to which the touchpad cable is connected, and then disconnect the touchpad
cable from the system board.
cable from the touchpad.
4. Remove the touchpad cable (4).
Reverse this procedure to install the touchpad cable.
Touchpad
To remove the touchpad, use this procedure and illustration.
Table 6-4 Touchpad description and part number
For use on computer models equipped with NFC capability (includes NFC antenna and double-sided adhesive) M29367-001
For use on computer models not equipped with NFC capability M17066-001
NOTE: The touchpad spare part kit does not include the touchpad bracket or touchpad cable. The touchpad bracket is not available as a
spare part. The touchpad cable is available in the Cable Kit, spare part number M20105-001.
Before removing the touchpad, follow these steps:

Remove the touchpad:
1. Detach the touchpad cable (1) from the top cover. (The touchpad cable is attached to the top cover with
double-sided adhesive.)
cable from the system board.
3. Remove the four Phillips M2.0 × 2.9 screws (3) that secure the touchpad to the top cover.
4. Remove the touchpad (4).
Reverse this procedure to install the touchpad.
NFC module cable

To remove the NFC module cable, use this procedure and illustration.
The NFC module cable is available in the Cable Kit, spare part number M17062-001.
Before removing the NFC module cable, follow these steps:
Remove the NFC module cable:
1. Release the ZIF connector (1) to which the NFC module cable is connected, and then disconnect the NFC
module cable from the system board.
module cable from the SD card board.
3. Detach the NFC module cable (3) from the top cover. (The NFC module cable is attached to the top cover
4. Remove the NFC module cable (4).
Reverse this procedure to install the NFC module cable.
NFC module
To remove the NFC module, use this procedure and illustration.
Table 6-5 NFC module description and part number
NFC module M17065-001
NOTE: The NFC module spare part kit does not include the NFC module cable. The NFC module cable is
available in the Cable Kit, spare part number M17062-001.

Before removing the NFC module, follow these steps:
Remove the NFC module:
module cable from the system board.
module cable from the NFC module.
3. Detach the NFC module cable (3) from the top cover. (The NFC module cable is attached to the top cover
4. Detach the NFC module (4) from the top cover. (The NFC module is attached to the top cover with double-
sided adhesive.)
Reverse this procedure to install the NFC module and cable.
Card reader board
To remove the card reader board, use this procedure and illustration.
Table 6-6 Card reader board description and part number
Card reader board (includes cable) M17063-001
Before removing the card reader board, follow these steps:
Remove the card reader board:
1. Release the ZIF connector (1) to which the card reader board cable is connected, and then disconnect the
card reader board cable from the system board.
2. Detach the card reader board cable (2) from the top cover. (The card reader board cable is attached to the
top cover with double-sided adhesive.)
3. Remove the four Phillips M2.0 × 2.9 broad head screws (3) that secure the card reader board to the top
cover.

4. Remove the card reader board (4) and cable.
Reverse this procedure to install the card reader board and cable.
Fan/heat sink assembly

To remove the fan/heat sink assembly, use these procedures and illustrations.
Table 6-7 Fan/heat sink assembly descriptions and part numbers
All fan/heat sink assembly spare part kits include replacement thermal material.
For use on computer models equipped with an AMD graphics card M17048-001
For use on computer models equipped with a graphics subsytem with discrete memory M17046-001
For use on computer models equipped with a graphics subsytem with a vapor chamber M17047-001
For use on computer models equipped with a graphics subsytem with UMA memory M17045-001
Before removing the fan/heat sink assembly, follow these steps:
Remove the fan/heat sink assembly:
1. Disconnect the fan cables (1) from the system board.
2. Release the webcam cable (2) and the wireless antenna cables from the retention clips (3) built into the
right fan.
3. Release the display panel cable from the retention clips (4) built into the left fan.
4. Remove the four Phillips M2.5 × 6.0 screws (5) that secure the the fan/heat sink assembly to the computer.
5. In the order indicated on the fan/heat sink assembly, loosen the eight captive Phillips screws (6) that
secure the the fan/heat sink assembly to the computer.
Computer models equipped with a graphics subsystem with UMA memory have only four captive screws
securing the fan/heat sink assembly to the computer.
6. Lift the front edge of the fan/heat sink assembly (7) until it rests at an angle.

7. Remove the fan/heat sink assembly (8) by sliding it up and forward at an angle.
8. Thoroughly clean the thermal material from the surfaces of the fan/heat sink assembly and the system
board components each time that the fan/heat sink assembly is removed. Replacement thermal material is
included with the fan/heat sink assembly and system board spare part kits. The following illustrations
show the replacement thermal material locations.
Thermal paste is used on the processor (1) and on the fan/heat sink assembly area (2) that services the
processor. Thermal pads are used on the VGA chip and other system board components (3) and the fan/
heat sink assembly areas (4) that service them.
Reverse this procedure to install the fan/heat sink assembly.

39.6 cm (15.6 in) display assembly
To remove and disassemble the display assembly, use these procedures and illustrations.
The display assembly is available as both a full hinge-up assembly and at the the subcomponent level. Full
hinge-up assembly spare part information is presented in the following table. Subcomponent level spare part
information is available in the subcomponent level disassembly subsection.
Table 6-8 39.6 cm (15.6 in) display assembly description and part numbers
UHD (3840×1980), touchscreen display assembly with infrared sensor; typical brightness: 400 nits M31732-001
UHD (3840×1980), touchscreen display assembly; typical brightness: 400 nits M31731-001
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly with webcam and infrared M17088-001
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly with webcam; typical brightness: M17087-001
400 nits
UHD (3840×1980), Dream Vision, 550 non-touchscreen display assembly; typical brightness: 400 nits M17086-001
FHD (1980×1080), antiglare, non-touchscreen display assembly with FHD webcam, infrared sensor, and M23505-001
FHD (1980×1080), antiglare, non-touchscreen display assembly with FHD webcam and ambient light M23506-001
Before removing the display panel, follow these steps:
7. Fan/heat sink assembly (see Fan/heat sink assembly on page 86)
Remove the display assembly:
1. Remove the WLAN module shield (1) and the WWAN module shield.
The WLAN/WWAN module shields are included in the Shield Kit, spare part number M23349-001.
2. Disconnect the wireless antenna cables (2) from the WLAN module and the WWAN module.
The #1/Main WLAN antenna cable connects to the WLAN module #1/Main terminal. The #2/Aux WLAN
antenna cable connects to the WLAN module #2/Aux terminal. The #5/Main WWAN antenna cable connects
to the WWAN module #5/Main terminal. The #6/Aux WWAN antenna cable connects to the WWAN module
#6/Aux terminal.
3. Disconnect the webcam module cable (3) from the system board.
4. Release the webcam module cable and the wireless antenna cables from the retention clips (4) built into
the top cover.
5. Disconnect the display panel cable (5) from the system board.
6. Release the display panel cable from the retention clips (6) built into the top cover.

7. Remove the nine Phillips M2.5 × 6.0 screws (1) that secure the display assembly to the computer.
8. Swing the top edge of the display assembly (1) away from the top cover. (The top cover disengages from
the display assembly hinges.)
9. Separate the display assembly (2) from the top cover.
Reverse this procedure to replace the display assembly.
Beam connector
To remove the beam connector, use this procedure and illustration.
Table 6-9 Beam connector description and part number
Beam connector (includes plastic installation tool and replacement thermal material) M25737-001
The beam connector ships attached to a plastic installation tool which is packaged inside a sealed plastic container. Extra precautions have
been taken to prevent any unnecessary contact with the pins on the beam connector, which are delicate. Take every precaution not to
directly touch the beam connector when installing the beam connector.
Before removing the beam connector, follow these steps:
Remove the beam connector assembly:
1. Remove the three Phillips M2.0 × 2.9 broad head screws (1) that secure the beam connector and bracket to
the computer.
2. Remove the beam connector bracket (2).
The beam connector bracket will be reused when installing the new beam connector.

3. Remove the beam connector (3).
NOTE: The replacement beam connector is packaged in a plastic tray with an installation tool to avoid
damage and contamination. Special care should be taken during replacement.
4. Align the pins on the replacement beam connector with the holes in the system board, and then carefully
install the beam connector (1) onto the socket on the system board.
5. Without moving the beam connector, press the installation tool release tabs (2) together to release the
beam connector.
6. Remove the installation tool (3).
7. Align the holes on the beam connector bracket with the pins on the beam connector, and then install the
beam connector bracket (1).
8. Install the three Phillips M2.0 × 2.9 broad head screws (2) to secure the beam connector and bracket to the
computer.
Graphics card
To remove the graphics card, use this procedure and illustration.
Table 6-10 Graphics card descriptions and part numbers
AMD RX 5500M graphics card with 4 GB integrated memory M17050-001
AMD W 5500M graphics card with 4 GB integrated memory M17049-001
AMD Thermal Pad Kit M29533-001
NVIDIA Thermal Pad Kit M29535-001
Before removing the graphics card, follow these steps:

8. Beam connector (see Beam connector on page 92)
Remove the graphics card:
1. Remove the two Phillips M2.0 × 2.9 screws (1) that secure the graphics card to the system board.
2. Slide the graphics card (2) away from the system board slot and remove it.
Reverse this procedure to install the graphics card.
System board
To remove the system board, use these procedures and illustrations.
Table 6-11 System board descriptions and part numbers
Description Spare part

number
Equipped with an Intel Xeon W-10885M processor and the Windows 10 operating system for use only on computers M31411-601
equipped with WWAN capability
Equipped with an Intel Xeon W-10885M processor and a non-Windows operating system for use only on computers M31411-001
Equipped with an Intel Xeon W-10885M processor and the Windows 10 operating system for use only on computers M17061-601
not equipped with WWAN capability
Table 6-11 System board descriptions and part numbers (continued)
Description Spare part

number
Equipped with an Intel Xeon W-10885M processor and a non-Windows operating system for use only on computers M17061-001
not equipped with WWAN capability
Equipped with an Intel Core i9-10885H processor and the Windows 10 operating system for use only on computers M31410-601
Equipped with an Intel Core i9-10885H processor and a non-Windows operating system for use only on computers M31410-001
Equipped with an Intel Core i9-10885H processor and the Windows 10 operating system for use only on computers not M17060-601
Equipped with an Intel Core i9-10885H processor and a non-Windows operating system for use only on computers not M17060-001

Before removing the system board, follow these steps:
6. Memory module compartment cover for memory modules 1 and 3 (see Memory modules 1 and 3
on page 62)
7. Solid-state drive 1 (see Bottom case on page 73)
When you replace the system board, be sure to remove the following components (as applicable) from the
defective system board and install them on the replacement system board:
● WLAN module (see WLAN module on page 50)
● WWAN module (see WWAN module on page 51)
● Solid-state drive 2 (see Solid-state drive 2 on page 53)
● Memory modules (see Memory modules 2 and 4 on page 55 and Memory modules 1 and 3 on page 62)
● RTC battery (see RTC battery on page 101).
Remove the system board:
1. Turn the computer right side up with the front toward you.
2. Open the computer.
3. Disconnect the speaker cable from the system board.
4. Close the computer.
5. Turn the computer upside down with the front toward you.
6. Remove the WLAN module shield (1).
The WLAN module shield is included in the Shield Kit, spare part number M23344-001.
7. Disconnect the wireless antenna cables (2) from the WLAN module.
The #1/Main WLAN antenna cable connects to the WLAN module #1/Main terminal. The #2/Aux WLAN
antenna cable connects to the WLAN module #2/Aux terminal.
8. Release the webcam cable and the wireless antenna cables from the retention clips (3) built into the right
fan.
9. Disconnect the webcam cable (4) and the display panel cable (5) from the system board:
10. Release the display panel cable from the retention clips (6) built into the left fan.
11. Disconnect the following cables from the system board:
● NFC module cable (ZIF) (7)
● Card reader board cable (NFC) (8)
● Touchpad cable (ZIF) (9)
● Hard drive cable (10)
12. Remove the WWAN module shield (11).
The WWAN module shield is included in the Shield Kit, spare part number M23344-001.
13. Disconnect the wireless antenna cables (12) from the WWAN module.
The #5/blue WWAN antenna cable connects to the WWAN module #5/Main terminal. The #6/red WWAN
antenna cable connects to the WWAN module #6/Aux terminal.
14. Disconnect the following cables from the system board:

● Fingerprint reader module cable (ZIF) (13)
● SD card board cable (ZIF) (14)
15. Remove the following screws:
(1) Five Phillips M2.5 × 6.0 screws that secure the system board to the computer
(2) Four Phillips M2.5 × 6.0 screws that secure the fans to the computer
(3) Two Phillips M2.0 × 2.9 screws that secure the system board to the computer
16. Lift the front right edge of the system board (1) until it rests at an angle.
When the system board is released, it is disconnected from the I/O board (2).
17. Remove the system board (3).
A thermal pad services the chip (1) on the top of the system board and is located on the heat sink (2) built
into the top cover. This pad should be inspected each time that the cover is removed. This pad is intended
to be reused if it is not damaged. If this pad is damaged and any residue remains on the system board chip
or top cover, it should be thoroughly removed and replaced. If protective releasing paper is attached to the
thermal pad, it should be removed prior to replacement.
Reverse this procedure to install the system board.
RTC battery
To remove the RTC battery, use this procedure and illustration.
Table 6-12 RTC battery description and part number
RTC battery xxxxxx-001

Before removing the RTC battery, follow these steps:
on page 62)
9. System board (see System board on page 96)
Remove the RTC battery:
1. Turn the removed system board upside down with the front toward you.
2. Insert a case utility tool (1) or similar thin plastic tool into the slot on the RTC battery socket and remove
the RTC battery (2) from the socket.
Reverse this procedure to install the RTC battery.
I/O board
To remove the I/O board, use this procedure and illustration.
Table 6-13 I/O board description and part number
NOTE: The I/O board includes an I/O board includes audio jack, 3 USB ports, and a RJ45 network jack.
For use only on vPro computer models M17091-001
For use only on non-vPro computer models M17092-001
Before removing the I/O board, follow these steps:
on page 62)
Remove the I/O board:
1. Remove the three Phillips M2.5 × 6.0 screws (1) that secure the I/O board to the computer.
2. Remove the Phillips M2.5 × 3.6 screw (2) that secures the I/O board to the computer.

3. Remove the I/O board (3).
When removing or replacing the I/O board, be sure that the security lock bracket is installed correctly, as
shown in the following illustration. The security lock bracket is included in the Bracket Kit, spare part
number M20094-001.
Reverse this procedure to install the I/O board.
Speakers
To remove the speakers, use this procedure and illustration.
Table 6-14 Speaker description and part number
Speaker Kit (includes three rubber isolators) M17067-001
Before removing the speakers, follow these steps:
on page 62)
Remove the speakers:
1. Remove the three Phillips M2.0 × 2.9 broad head screws (1) that secure the speakers to the top cover.
2. Remove the speakers from the computer (2) .
When removing the speakers, make note of the location of the rubber isolator locations (3). The absence of
or damage to these isolators can result in degraded speaker performance.
Reverse this procedure to install the speakers.

7 Troubleshooting guide
This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that
you can solve problems yourself or at least narrow down the number of possible causes.
Based on some of the most common symptoms, this chapter identifies 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 can help identify and resolve the
problem more quickly.
WARNING! To reduce the risk of electric shock or damage to the equipment:
● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
● Disconnect power from the equipment by unplugging the power cord from the AC outlet.
● Before disassembling notebooks, always disconnect power and remove the battery.
IMPORTANT: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
● Discharge static electricity by briefly touching a grounded metal object before you begin.
● Work on a static-free mat.
● Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
● Create a common ground for the equipment that you are working on by connecting the static-free mat,
static strap, and peripheral units to that piece of equipment.
● For more information, see Electrostatic discharge information on page 38.
IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an
authorized service provider. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer warranty.
Resources
Use this table to locate troubleshooting resources.
ENWW 107
Table 7-1 Troubleshooting resources and their descriptions
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to http://www8.hp.com/us/en/ads/elite-

Elite computers. products/overview.html
HP Customer Support Provides important support, such as warranty, support https://support.hp.com/us-en/contact-hp

cases, drivers, Customer Advisories, Customer and
Security Bulletins, and Product Change Notices.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW) Provides navigable content intended for use by http://sawpro.atlanta.hp.com/km/saw/
(available for technicians and internal and outsourced call center staff and can be a home.do
Business Partners only) resource for support and product division
professionals.
Vendors’ web sites Provide additional information for associated http://www.intel.com/content/www/us/en/

components such as Intel (processor, WLAN), Microsoft homepage.html
(Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on.
http://www.amd.com
http://www.nvidia.com
108 Chapter 7 Troubleshooting guide ENWW

General troubleshooting steps
This section helps you become familiar with troubleshooting methodology and efficiently resolve problems.
Proceed through the steps in the following table until the issue is resolved, and then move on to the next step
that is relevant to the issue. 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.
NOTE: You can ignore troubleshooting steps that do not apply to your issue.
Table 7-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue 5. Remove or uninstall recently 8. Hard reset on page 124 Verify solution
on page 111 added hardware, software on page 129
on page 117 9. Soft reset (Default Settings) on page 125
2. Examine the environment
on page 114 6. HP Hardware Diagnostics and 10. Reseat cables and connections
Tools on page 118 on page 125
3. Perform a visual inspection
of hardware on page 114 7. Status lights, blinking light 11. Test with minimum configuration
codes, troubleshooting lights, and on page 127
4. Update BIOS and drivers POST error messages on page 121
on page 116 12. Test with verified working configuration
(hardware or operating system)
on page 128
13. Replace the system board on page 128
ENWW General troubleshooting steps 109

Identify the issue
Use these guidelines to correctly determine the problem.

1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the
phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue
screen error (BSOD) often occurs during the performance phase.
Table 7-3 Boot-up sequence and associated failures
Item Procedure
Startup After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable.
Confirm that power lights are on and fan is spinning.
Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent.
POST (UEFI/BIOS) Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are
functional. When POST is complete, the HP logo appears briefly and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
Common issues: lights blink; error message appears; system hangs (lock up or freezes)
Performance System boots to operating system, and Windows logo screen appears.
(operating system)
Common issues: hangs, blue screen, distorted video, driver conflict, slow performance, display issue (dead pixel),
I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 117 table for detailed troubleshooting information.

Failure classification
Failure classification is a breakdown of different types of failures and symptoms that could occur during the
boot-up sequence.
Failure classification by boot-up sequence on page 112 and Failure classification by hardware devices
on page 113 represent the failure classification for common notebook failures.
Failure classification by boot-up sequence on page 112 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are no power, recycle, or reboot.
2. POST: Common issues are no boot (despite power), light flash, or diagnostics error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang. In many cases, issues can
be identified and associated with particular hardware (for example, display or storage).
Failure classification by hardware devices on page 113 categorizes failures by hardware:
● Display
● I/O (input/output) devices
● Storage
● Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) power-on or (4)
display; but flickering when turned on should be listed in (4) display. Or, in another example, a blue screen can be
caused by a driver conflict in performance (4), but it can also be caused by a defective hard drive under (6)
storage. Therefore, failures that share similar symptoms are noted.
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure occurs,
and the most likely location in the failure tree (Failure classification by boot-up sequence on page 112 and
Failure classification by hardware devices on page 113). This record helps isolate the issue and indicate the next
steps. For example, when the computer is running the operating system, it can experience an issue with (4)
display, (5) I/O devices (keyboard, wireless, and so on), (6) storage, or (7) mechanical components (stuck
buttons, thermal shutdown, and so on).
NOTE: Uncategorized is used if an issue found is not listed. For example, Bluetooth is offered on certain
hardware configurations; therefore, you can classify a Bluetooth issue under I/O Device if needed.
Failure classification by boot-up sequence
Use this table to locate failure classification information.

Table 7-4 Failure classification by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No power on page 133 1. No video (with power) on page 141 1. Intermittent shutdown on page 144a
2. Intermittent power-on, shutdown, 2. Blinking light codes on page 121 2. Blue screen on page 145b
reboot on page 135a
3. Diagnostic error messages 3. Freeze at Windows Logo (hang or lockup)
3. AC adapter issue on page 136 on page 142 on page 145
4. Battery not recognized, not charging 4. BIOS password on page 143 4. Electromagnetic Interference (EMI)
on page 137 on page 146
5. Battery discharges too fast 5. No wake up on page 147

on page 139
6. Unresponsive on page 148
6. Burnt smell on page 139
7. Slow performance on page 149c
8. HP Smart Adapter warning message

on page 149
9. Incorrect time and date on page 150
a,b,c
similar symptoms
Failure classification by hardware devices
To determine failure by device, use this table.

Table 7-5 Failure classification by hardware devices
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies 1. Keyboard on page 159 1. Hard drive or solid-state 1. Noise (sound) on page 173
on page 152 drive not recognized
2. Keyboard pointing stick on page 168 2. Fan runs constantly
2. Dead pixel on page 154 (select products only) on page 173
on page 160 2. No boot to operating
3. No video (internal) system (no read-write 3. Thermal shutdown (hot)
on page 154d 3. Keyboard backlight error) on page 169 on page 175
on page 160
4. No video (external) 3. Read-write error
on page 154d 4. Touchpad on page 161 on page 170
5. DisplayPort/VGA 5. Network connectivity 4. Slow performance

on page 155 (RJ-45 jack) on page 161 on page 171c
6. HDMI on page 155 6. Network connectivity 5. Blue screen (BSOD) error

wireless (WLAN) on page 171b
7. No or bad external video on page 162
via docking on page 156 6. Noisy hard drive
7. WWAN on page 162 on page 171
8. Incorrect or missing color/
distorted image 8. USB on page 163
on page 156
9. Smart card reader
9. Touch screen on page 157 on page 164
10. Speaker, headphone -

audio issues on page 165
11. Thunderbolt (TB)

on page 166
b,c,d
similar symptoms
2. Examine the environment

It is important to examine the computer’s environment. If you can quickly identify the cause of the issue, fewer
resolution steps might be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that no connections are loose.
● Confirm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with
a verified working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, uncertified
devices, incompatible hardware (for instance, Mac OS device). Incompatibility can result in blue screen
errors, improper operation, and so on.
● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, two-way
radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lock-
up.
3. Perform a visual inspection of hardware

Perform a physical inspection of the computer.

● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard
key caps popped out, dust over connectors, liquid spill over keyboard.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.

4. Update BIOS and drivers
Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
IMPORTANT: 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. You can update the BIOS locally through a manual
process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
Use this information to update the BIOS.
● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter.
● See the specific BIOS update installation instructions that accompany the download.
Remotely deploying the BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
● HP SoftPaq Download Manager (SDM) is a software tool that streamlines the download, extraction, and
installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool that simplifies the deployment of SoftPaqs to HP
computers.

Analyze the issue
Use these steps to evaluate and interpret the problem.
5. Remove or uninstall recently added hardware, software

HP has designed this computer and validated it using a full-range hardware and software qualification matrix. If
an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, be sure that the new device seated properly and all cables are correctly connected. After installing the
device, restart the computer, and make sure the new device is turned on. In addition, if the new device is a root
cause of a problem, it could cause a conflict in drivers or incompatibility issues with other installed programs. For
any new hardware you have added, be sure to install the latest drivers available from the device vendor website.

6. HP Hardware Diagnostics and Tools
HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these
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. These drives contain more advanced versions of the diagnostic tool than
the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of
older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool (http://www8.hp.com/us/en/campaigns/
hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt) supports a wide range of HP computers.
The tool runs outside the operating system so that it can isolate hardware failures from software issues,
whether caused by the operating system or applications. In reality, you can determine many problems using this
tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool
reports a keyboard error).
The tool has three major functions:
● System Tests check the computer’s hardware to verify that everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
● Component Tests focus on selected hardware components in your computer.
● Firmware Management update your computer’s BIOS to the latest version (available separately) or rolls
back to a previous version.
1. Turn on or restart the computer, quickly press the esc key on the computer, and then press f2. The BIOS
searches three places for the diagnostic tools, in the following order:
● 1. Connected USB drive
2. Hard drive
3. BIOS

2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want
to run, and then follow the on-screen instructions.
Screen capture appearance may vary.
NOTE: Use this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so that it is available when you contact support.
The information is also available in Test Logs on the Main Menu.
For more information, see Using HP PC Hardware Diagnostics on page 201
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 file can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/

BIOS_Configuration_Utility_User_Guide.pdf.

NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and effort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users, this tool collects information about the current
state of the computer, including product serial number, platform and BIOS information, and information about
user-installed software and hardware components.
Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/. HP encourages you to review the report before sending
it to support. The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various
components in the system.
NOTE: Available only to authorized service providers and technicians.
The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and
battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the
computer would overheat in the event of thermal shutdown, fan spinning loud, and so on.
Non HP diagnostics tools
Refer to the following diagnostic tools for troubleshooting help.
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can find a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also tests
specific processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior that the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
The following table describes basic lights on the computer.
Table 7-6 Power button functions and lights and their descriptions
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 (Windows) or Suspend
(Linux®).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer stops responding and operating system shutdown procedures are ineffective,
press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
Front AC adapter and battery light White: The computer is connected to external power, and the battery is charged from 90% to
99%.
Amber: The computer is connected to external power, and the battery is charged from 0 to
90%.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light blinks rapidly. By
default, the critical battery level is defined in Power Options as 5%.
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.
Off: The computer is not connected to external power.
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the
cause.
The computer uses the following blinking lights to identify a hardware component that reports an error during
startup. For more information, see Blinking lights and boot error codes on page 178.

Table 7-7 Blinking light codes and what they mean
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load firmware
Caps and num lk lights = 1 blink Processor not executing code
Caps and num lk lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image
Caps and num lk lights = 3 blinks Memory module error
Caps and num lk lights = 4 blinks Graphics controller error
Caps and num lk lights = 5 blinks System board error
Caps and num lk lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps and num lk lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image
Caps and num lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
turned on. If the POST encounters a problem, visual error messages are displayed before the operating system
starts.
POST checks the following items to ensure that the computer system is functioning properly:
● Memory
● Processors
● BIOS
● Mass storage devices
● Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 7-8 System diagnostics failure codes and actions to address the failure
Test description Failure description Error code Suggested user actions
Startup Test Memory module 200 Attempt to reseat the memory module, and then repeat the test.
For details on troubleshooting issues related to the memory

module, search for support documentation at http://www.hp.com/
support.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive, and repeat the test. The hard
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive, and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further assistance.

Table 7-8 System diagnostics failure codes and actions to address the failure (continued)
Test description Failure description Error code Suggested user actions
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
capacity. Search for support documentation at
http://www.hp.com/support for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to

each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in the

computer.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.

Resolve the issue
The following sections help you fix the issue.
8. Hard reset
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the
hardware.
For more information, see http://support.hp.com/us-en/document/c01684768.
Performing a hard reset might fix the following common conditions:
● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete startup, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
● Display suddenly goes blank and stays blank.
● Software freezes.
● Keyboard stops responding.
● The computer does not exit Sleep or Suspend state.
● An external device stops responding. Turn off the power to that device in addition to performing the steps
in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the
computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the
startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft
and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). On some
platforms, the battery is considered removable but not accessible.
1. Turn off the computer.
2. Remove the computer from any port replicator or docking station.
3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
4. Unplug the AC adapter from the computer.
5. Disconnect the battery.
6. Press and hold the power button for at least 15 seconds to drain residual power.
7. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the
peripheral devices.
8. Press the power button to turn on the computer.

9. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the enter
key.
10. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update
all device drivers.
CMOS refers to the battery-powered semiconductor chip located on computer's system board. Notebooks store
low-level settings like the system time and hardware settings in CMOS. Sometimes you must clear CMOS, which
requires removing and reinserting the 3 V RTC battery for a short time (a few minutes before reinserting), in
addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to clear
CMOS if the computer is working properly.
You must remove the notebook service door to access the CMOS battery. If the computer has a replaceable RTC
battery, see the RTC battery replacement section for the battery removal or replacement.
9. Soft reset (Default Settings)

If your computer has issues booting, has errors during boot, has issues after you add hardware, or has other
abnormal system behaviors that you cannot resolve through any other methods (for example, hard reset), it
may be necessary to reset the system BIOS to default settings.
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
To load BIOS to default settings: Reboot the computer, and then press f10 > Main > Restore defaults. For more
information, see http://support.hp.com, and the search for BIOS Setup Utility Information and Menu Options.
10. Reseat cables and connections

Many problems are caused by improper connections or loose connections because of abnormal movement and
vibration.
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery, or disconnect a nonremovable battery.
See Cable management on page 189 and Connector types on page 191 for suggested cable management
practices when you remove and install components.
You can access and reseat connections for Customer Self-Repair (CSR) parts. Examples of reseating hardware
include:
● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST error messages
and user actions on page 180).
● Reseating the keyboard cable can resolve an unrecognized keys error.
● Reseating the wireless module and antenna cable can resolve a wireless connection issue.

For field replaceable units (FRUs), authorized service providers can try the following steps. For more information,
see Removal and replacement procedures for authorized service provider parts on page 71.
● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST error messages and user
actions on page 180).
● Reseating the power cable can fix a no-boot issue.
● Reseating the daughterboards can resolve their functional issues. Some models may have items such as a
power button board, VGA board, and others.
● Reseating graphics cables and panel connectors can fix distorted or flickering video.
● Replacing thermal pads may resolve thermal power-down issue.

11. Test with minimum configuration
The factory-shipped computer (hardware configuration and preinstalled operating system image) is well tested
and ready for use. Therefore, using the original factory hardware configuration or booting to operating system
safe mode often resolves issues quickly.
● Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a
docking station, remove external video, and others.
● In addition to removing recently added components, you can narrow the issue down further with a
minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory
module at a time to isolate the defective module.
● If the computer does not successfully boot the operating system, booting to safe mode may help identify
the following possible causes of the issue.
Essential hardware configuration
If none of the previous steps 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.
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 or fan.
This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and
freezing issues.
The essential hardware consists of the following components:
● System board
● AC adapter (unplug nonremovable battery or remove battery)
● Processor (and heat sink or fan). (Processor may be integrated into the system board.)
● Memory (one verified working memory DIMM)
● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated
graphics and discrete graphics. Therefore, you might not need a discrete graphics card.
● External VGA monitor
● External USB keyboard
● External mouse
NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete GPU,
hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration. Do
not disassemble the system board from its enclosure at this time.
Reverse the previous procedure by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Because your computer works with only the essential hardware installed,
those parts must be working properly. This means that one of the hardware components removed is causing the
computer to fail. By installing each device back into the computer and testing each time, you eventually identify
the failing hardware.

Safe mode
A driver conflict often results in a blue screen error message. Booting in safe mode can resolve many issues in
Windows because safe mode forces the computer to load a limited version of Windows which contains only
essential files.
Safe mode is useful for troubleshooting problems with programs and drivers that might not start correctly or
that might prevent Windows from starting correctly. If a problem does not reappear when you start in safe
mode, eliminate the default settings and basic device drivers as possible causes. Refer to the following links for
how to start your computer in safe mode:
● http://support.hp.com/us-en/document/c01835750
● http://support.hp.com/us-en/document/c03439317
12. Test with verified working configuration (hardware or operating system)

One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing. A
good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal
keyboard, 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 120 for instructions about obtaining and using a Windows-To-Go USB.
NOTE: In some situations, more than one item may contribute to a problem.
13. Replace the system board

Only authorized service providers may replace the system board. This should not be considered an initial step
taken to resolve an issue.
Review and perform all steps discussed previously before replacing the system board. 4. Update BIOS and
drivers on page 116, 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
on page 121, 8. Hard reset on page 124, and 9. Soft reset (Default Settings) on page 125, or 10. Reseat cables
and connections on page 125 can resolve many system board issues without requiring the effort of replacing
unnecessary hardware.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all
other troubleshooting options.
NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan
detection issue could be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots. This feature is useful
when the power connector cable (between external AC adapter and system board) is defective.

NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.
Situations that can prevent resolution of the issue:
● The information provided about the issue omits key details, including any actions taken before the issue
occurred.
● BIOS, software, and drivers have not been updated.
● Cables or connections are loose.
● Technician is unaware of information available from the HP Support website (CA - Customer Advisory).
● The issue is related to existing or known issues that might be identified in existing support articles.
● Technician might have omitted steps in the provided repair instructions (for example, Spare Part
Replacement Instructions).
● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No Fault
Found (NFF)/No Issue Detected (NID) messages.
Verify solution
Confirm that the implemented solution works.
● Reboot the system or device, and try to complete the task that produced the issue.
● If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard
removal. Therefore, it is good practice to verify all basic components to be sure that the solution is
complete.
● 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 they
can locate it on http://www.hp.com. Also, tell them that there are other solutions available on the website.
Advise the customer to check the website first when they have an issue. It might save them time calling in.
● Document the correct issue. Update the case with as many details as possible for other agents and
engineers to analyze and study for lessons learned.

Helpful Hints
After you become familiar with the troubleshooting steps, use the helpful hints before running diagnostics and
troubleshooting.
At startup
These steps provide simple, useful checks that you can perform when troubleshooting.
TIP: If you have installed an operating system other than the factory-installed operating system, go to
http://www.hp.com/go/quickspecs and verify that it is supported on your system.
1. Be sure that the computer is plugged into a working AC outlet.
2. Be sure that power is connected to the docking station if you use a dock.
3. Be sure that the AC adapter light is on.
4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external power
source), and the front power light is solid white (normal operation).
6. Remove all optical and flash drives from your system before turning it on.
7. Be sure that the boot option is set to a working operating system drive.
8. Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9. Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
During operation
The following steps provide simple, useful checks that you can perform when troubleshooting.
1. To wake the computer:
a. Press the power button or any key on the keyboard.
b. If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least 4 seconds.
c. If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Then press the power button again to restart the system.
2. Look for blinking lights on the computer. The blinking lights could be error codes that help diagnose the
problem.
3. Check all cables for loose or incorrect connections (external devices, power cords, dock, and so on).
4. After installing a non–Plug and Play expansion board or other option, reconfigure the computer. For
example, if you upgrade to a solid-state drive, you might have to reconfigure the boot order.
5. Be sure that all required device drivers have been installed. For example, if you have connected a printer,
you must install a printer driver.
6. If there is a network connection issue, plug another computer with a different cable into the network
connection. There might be a problem with the network plug or cable.

7. If hardware has recently been installed, remove it and determine whether the computer functions properly.
8. If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9. If the screen is blank, confirm the display choice by pressing Windows logo + p and set to screen only.
Or plug an external monitor into a different video port on the computer, if one is available, and close the
computer lid.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new
features or fix the problem.
11. Press the caps lock or num lk key. If the caps lock or num lk light toggles on or off, the keyboard is likely
operating correctly.
12. 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, this information may be requested when you call. So it may be helpful to take
notes.
● Technical support registration number (if applicable)
● Product serial number
● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level
● Description of symptom or failure
ENWW Helpful Hints 131

Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions to
issues from Failure Classification tables. The following sections identify the issue with symptoms and solutions
to resolve an issue.

Power-on issues
Use the following sections to troubleshooting power issues.
No power
When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior when troubleshooting.
Table 7-9 Issues, possible causes, and fixes
Items Procedures
Symptoms Possible causes
● Computer does not start Failed power input to the computer (external power source, AC adapter, faulty battery).
● Display is black or blank Bad connection to the computer (bad power button, power connector).
● No fan noise Defective parts (memory, hard drive, graphics) or failed system board.
● No hard drive spinning
● Lights do not glow
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 114).
Perform a hard reset (8. Hard reset on page 124).
Verify AC adapter
Verify the battery before verifying the AC adapter. However, you can verify the AC
adapter first, before opening the service door for a battery check.
● Verify AC adapter is compatible with product. Verify that the part number is for this
computer if possible.
● Verify AC adapter and power cord are good (no physical damage, bent middle ID
pin).
● Verify AC adapter works on a verified working computer.
● Plug in AC adapter and power on computer without battery.
● Inspect power port on computer side for any damage, dust, or debris.
● Check power light (7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 121). Rear power light indicates external power to
the computer is good.
ENWW Common issues and possible solutions 133

Table 7-9 Issues, possible causes, and fixes (continued)
Items Procedures
Verify battery condition and status
1. Check battery condition (overall result, cycle life, voltage) using HP PC Hardware
Diagnostics (UEFI) tool.
2. Verify that battery is installed properly in battery bay without a gap and that latch
locks are tight (for models with removable batteries).
3. Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 121). Be sure that battery is not fully
discharged, preventing system from booting.
4. Determine whether the computer can turn on with battery only.
5. Remove service door and test with a verified working battery. If the computer
boots, inspect original battery before replacement.
6. Test battery with a verified working computer to verify that it works.
7. If the computer still does not boot, remove battery and boot on AC power only.
The following steps are for authorized providers or technicians.
Verify AC adapter – voltage
1. Measure DC voltage output, which should be approximately 19.5 V dc. Acceptable

voltage range is from 18.5 to 20.5 V dc.
2. If the DC voltage is out of range, replace the AC adapter.
NOTE: This action requires a digital voltmeter.
NOTE: Select models include a power cable Verify power button, power connector
between the system board and chassis power
connector. 1. Be sure that power button is not stuck.
2. Reseat power connector cable (if applicable).
3. Replace new power connector cable (if the cable exists and is defective)
4. To isolate faulty power connector cable and power button, technicians can short
power-on pads or pins to turn on the computer. Contact HP Engineering for this
information.
Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 121)
At this point, there should be sufficient power from the AC adapter to the system board.
Expect to hear the fan spinning and see blinking lights or error messages (for example,
faulty memory, HDD).
Verify system board
1. Test essential hardware configuration (11. Test with minimum configuration

on page 127, 12. Test with verified working configuration (hardware or operating

Items Procedures
system) on page 128, 13. Replace the system board on page 128) by removing
nonessential parts.
2. If the computer still does not boot, replace system board.
Tips Computer automatically boots without pressing power button when the RTC 3 V battery
is removed. Therefore, after the service door and RTC 3 V battery are removed, you do
not have to press power button from top side.
In essential hardware configuration, mWS G1 and G2 may require discrete graphics

processing unit (GPU) to boot. However, mWS G3 can boot with integrated graphics.
Intermittent power-on, shutdown, reboot

Use this information to troubleshoot power-on, shutdown, and reboot issues.
Items Procedures
● Does not always turn on Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray
wires, dust, obvious damage, nearly faulty parts (bulging or leaking capacitor).
● Intermittently hangs
Potentially turn into a no-power issue (No power on page 133).
● Intermittently shuts down
● Spontaneously reboots
1. Visually check power ports on both AC adapter and computer sides.
2. Inspect power sources:
a. Verify that the AC adapter is working correctly. Use a confirmed working adapter to test.
b. Verify that battery is not depleted while system is in the Sleep state. Test with a
confirmed working battery.
1. Follow actions in No power on page 133.
a. Be sure that AC adapter has correct DC voltage.
b. Verify battery: test with a confirmed working battery.
c. Verify that power button is not stuck.
d. Verify that power connector is not loose.
e. Remedy loose connections and reseat major components (processor, memory, GPU,
hard drive, solid-state drive, and others).
2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging or leaking capacitor).
3. Test essential hardware configuration (11. Test with minimum configuration on page 127)

Items Procedures
a. If system boots, reinstall nonessential hardware one component at a time to isolate

issue.
b. If system does not boot, replace essential hardware with verified working parts, one
component at a time. If system still does not boot, replace system board.
AC adapter issue
Use this information to troubleshoot AC adapter issues.
Solution
● No sign of power AC adapter and others (for example, external power source).
● No boot Troubleshooting steps
● No rear power light Quick check
● No front power light 1. Verify external power source (2. Examine the environment on page 114).
● Battery does not charge when AC 2. Remove all external devices, including docking station.
adapter is connected
3. Perform a hard reset for the computer (8. Hard reset on page 124).
4. Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.
5. Use a verified working adapter. If the computer operates normally, there is a

problem with the original adapter.
6. Verify that the AC adapter works on a verified working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 149 for further information.

Solution
Verify AC adapter
1. Remove working battery.
2. Verify that AC adapter is compatible with product. Verify that part number is for this
computer if possible.
3. Inspect AC adapter and power cord for physical damage, bent middle ID pin.
4. Plug in AC adapter and power the computer without battery.
5. Inspect the power port on computer side for any damage, dust, debris.
6. Check power light (7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 121). Rear power light indicates that external power
to the computer is good.
7. If there is still no rear power light or no boot, replace the AC adapter.
Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
rating and throttling. If this pin is broken, the rear power light turns on, but the power
button and front power lights blink continuously, and the computer does not turn on.
Third-party AC adapters do not work with the computer.
Use the AC adapter that came with the computer for better performance.
Battery not recognized, not charging

Use this information to troubleshoot battery issues.
Items Procedures
● No battery status light Defective AC adapter , battery, or both.
● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good
battery level) AC adapter.
● No boot without AC adapter

Items Procedures
Visual inspections
1. Inspect battery connectors for any signs of damage.
2. Verify that battery is installed properly in battery bay without gap or obstructions and
latch locks are tight. Reseat battery (for models with removable batteries).
3. Determine whether battery gets hot (batteries heat up when charging, but not too hot to
touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery
capacity degrades over time.
Verify front battery status light
1. Battery status light is off: battery not recognized.
2. Battery status light is blinking amber: critically low battery level.
Reset
1. Hard reset (8. Hard reset on page 124)
2. Soft reset (9. Soft reset (Default Settings) on page 125)
Verify AC adapter
1. Determine whether the computer needs the AC adapter to boot and operate. Sometimes,
an intermittently bad AC adapter and loose connection between adapter and computer
results in inability to charge battery, which causes short run time.
2. Inspect AC adapter to verify that it is functioning.
3. Test with a working AC adapter and confirm whether battery is charging.
4. Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).
Diagnostics: HP tools report results such as passed, calibrate, weak, replace, no battery, and
unknown, and they suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 118)
HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery,
especially for quickly discharging (short life) battery.
1. Verify that battery is recognized and charging.
2. Verify battery condition if battery cycle life is past its life expectancy (that is, past 1000-
cycle life and 3-year warranty). Battery might need to be replaced.
3. If issue remains, test with a verified working battery and verify battery status lights and
battery conditions.
4. If issue remains, replace system board.
5. Verify the new replacement.
Tips See the computer user guide for instructions regarding battery maintenance and increasing
battery life. Also see http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3.

Battery discharges too fast
Use this information to troubleshoot battery issues.
Items Procedures
Battery has good status light but discharges AC adapter, battery, or both.
too fast
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate. Sometimes
an intermittently bad AC adapter and loose connection between adapter and computer
results in the inability to charge the battery and causes short runtime.
1. Inspect AC adapter to verify that it is working.
2. Test with AC adapter alone and with a verified working AC adapter.
Verify battery: Because battery capacity can degrade over time, check the warranty
coverage. Run a battery test to confirm whether issue is hardware related.
1. Review battery power plans in Control Panel > Power Options that may consume
more energy and discharge battery faster. Resetting default to Power Saver option
can conserve battery power.
2. Determine whether any graphics are processing.
3. Verify battery maintenance and operations. Leaving the battery at a high level of
charge in a high-temperature environment for extended periods accelerates the
loss of capacity.
4. Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).
5. Verify battery life cycle using HP Support Assistant tool.
If battery cycle life is past its life expectancy (past the 1000-cycle life and 3-year
warranty), the battery might need to be replaced.
6. Compare discharge time with a verified working battery (remove AC adapter) using
Hardware Diagnostics (UEFI)>Hard Drive Tests>Extensive Test>Loop until error.
Tips To conserve battery power, turn off Wireless On-Off button and other peripherals and
USB devices, applications, processes (in Task Manager) when not in use; also, reduce
screen brightness.
Follow HP instructions about how to maintain battery and increase battery life. Also
reference http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3.
Burnt smell
Use this information to troubleshoot burnt-odor issues.

Items Procedures
Emits smoke, burnt smell Defective on-board components.
General visual inspection
1. Disconnect the computer from power source (AC adapter and battery).
2. Inspect for visual damage on AC adapter and battery. Test on a known working
computer to isolate issue. If issue follows AC adapter or battery, replace it.
3. Inspect any sign of liquid spill on the computer (back of keyboard).
Further inspection on components
1. Inspect further sources internally after disassembling chassis, such as burnt or

damaged components.
2. If the issue persists, replace boards, AC adapter, and battery for safety concern, and
report issues to HP.

POST
Use the following sections to troubleshoot Power-on Self Test issues.
No video (with power)

Use this information to troubleshoot video issues.
Items Procedures
● No video (black or blank image) Failed display

but have power
Failed critical components (memory, hard drive, system board)
● Light activity
Loose connection
● No error messages
Recently added hardware
● Fan noise
NOTE: These suggestions assume that the computer has not previously been set up for
● Hard drive light blinking and hard multiple displays.
drive noise
Quick check
1. Verify that system light activity is OK.
2. Remove all external devices, including docking station. Recently added hardware or
applications may cause graphics driver conflict and result in loss of video.
3. Perform hardware reset (8. Hard reset on page 124) and verify that HP Logo is presented
correctly on display screen when pressing f10.
4. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power
button and close the computer lid to force video output to external video. If unsuccessful,
contact HP service.
5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 116), and perform soft reset (9. Soft reset (Default Settings) on page 125) if
needed. Go to next step to verify display.
Verify display
● When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo + p for display switcher).
● If there is video on the display, disconnect external display device, open the computer lid,
and restart.

Items Procedures
1. Reseat display cable connection on system board.
2. Reseat display cable connection on display panel side.
3. Examine and reseat major components, such as hard drive and memory.
4. Test with minimum configuration (11. Test with minimum configuration on page 127) by
removing hard drive to isolate operating system issues and testing video in F10 Setup.
5. If video is present, restart and retest the computer.
6. If video is present but bad, go to Display on page 151 section.
7. If issue persists (no video), test with external video.
8. If issue persists, test or replace a confirmed working display.
9. If issue persists, replace discrete graphics card.
10. If issue persists, replace system board because of defective video function.
Tips Swipe a metal piece (screwdriver) over wireless or mute buttons to act as if closing lid to force
video output to external display device.
Blinking lights
Use this information to interpret blinking lights on the computer.
Items Procedures
Lights blink on keyboard caps lock/num Blinking lights on startup usually indicate a problem with basic functionality of a critical
lock keys component (processor, BIOS, graphics cards, memory, and so on) because of a loose
connection, defective parts, or recently added parts.
1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a
pause for a few seconds.
2. See status, blinking lights, and error message (7. Status lights, blinking light codes,
troubleshooting lights, and POST error messages on page 121) for corrective actions.
3. If internal hardware components (such as memory, hard drive) have been recently added,
a component may not be connected properly. Remove and reseat new components (10.
Reseat cables and connections on page 125) one at a time.
Note Because the display might not be functional, lights are used to indicate an error.
Diagnostic error messages

Use the information in the table to help you understand diagnostic error messages.

Items Procedures
● Computer has power Diagnostic error messages indicate a problem. There may be a problem with the instruction
being sent from the BIOS to a hardware component (for example, keyboard failures), or
● POST error message displays incompatible hardware. Can usually be resolved by installing updated firmware for the
(Windows logo has not yet component.
appeared)
1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 121 for corrective actions. An example of a POST error message
might be "Boot Device Not Found."
2. If there is power, you might be able to access BIOS. Reset BIOS to its default condition.
(9. Soft reset (Default Settings) on page 125)
3. Restore hardware to its original condition (for example, bootable solid-state drive
instead of hard drive).
4. Reseat suspected components and verify connection.
5. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.
Note An Error Message means that the system has finished BIOS hardware validation and is ready
to launch the Startup Menu. To access the Startup Menu for further options, press the esc key
while restarting the computer.
BIOS password
Use the information in the table to troubleshoot BIOS password issues.
Items Procedures
Some sections are unavailable (grayed You must use an administrator password.
out)
1. Review F10 BIOS Setup Overview to determine which features must be enabled.
2. Your BIOS settings may be managed by a BIOS administrator password setup.
3. If you lost or forgot the user password, contact your IT personnel.
4. If you lost or forgot the administrator password, contact HP service to reset the
password. This process requires a unique UUID.
Reference HP F10 Setup Overview
http://h10032.www1.hp.com/ctg/Manual/c04460979
http://h10032.www1.hp.com/ctg/Manual/c04685655
2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com.

Performance (OS)
Most software problems occur as a result of certain situations.
● The application was not installed or configured correctly.
● There is insufficient memory available to run the application.
● There is a conflict between applications.
Make sure that all the necessary device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating system
is supported and the application is certified for the version of the operating system.
Intermittent shutdown
Use this information to troubleshoot shutdown issues.
Items Procedures
● Shutdown during startup It is often difficult to troubleshoot an intermittent issue. Possible causes include:
● Shutdown during operation Power-related issue: defective or insufficient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue, voltage, out-of-range current, electrical short.
1. Update BIOS and drivers. (4. Update BIOS and drivers on page 116)
2. Perform hard reset (8. Hard reset on page 124)
3. Perform soft reset (9. Soft reset (Default Settings) on page 125)
Power-related issue
1. Verify functionality of AC adapter alone. If it does not work, test with a verified working
adapter.
2. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC
Hardware Diagnostics (UEFI) tool.
3. Verify connection of power button and cable.
OS custom settings
1. Advise users to reset power options and close all applications that are not in use,
including applications in the background.
2. Test with a confirmed working operating system to isolate custom settings by users or
any conflicting applications that cause shutdown.

Items Procedures
Thermal-related issue
1. Verify thermal condition:
a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 118)
b. Check fan and connection. Reseat fan cable.
c. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d. Test with a verified working fan.
e. Remove old thermal compound and pads and replace with new compound and
pads.
2. Verify thermal solution:
○ Use Thermal Monitor tool (available only to authorized service providers/

technicians) to perform stress test (processor and GPU) (6. HP Hardware
Diagnostics and Tools on page 118), and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware-related issue
1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging/leaking capacitor).
2. Verify that lights are solid.
3. If shutdown is reproducible, test essential hardware configuration:
a. If no issue with hardware configuration, reinstall one nonessential component at a

time to determine faulty hardware.
b. If issue persists, replace essential hardware with a confirmed working part, one at a
time. If the computer does not boot, replace system board.
Tips Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details
about shutdown frequencies, system configuration (3D video application), and operating
conditions.
Blue screen
Use this information to troubleshoot blue screen issues.
Freeze at Windows Logo (hang or lockup)

Use the following information to troubleshoot hang or lockup issues.

Items Procedures
● Has power, light activity, fan spinning 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 screen
● HP Logo displays briefly issue).
● Attempt to boot to operating system and

freeze/hang at Windows logo
● No response to pressing num lk or caps

lock key
Perform the following steps one at a time to verify normal boot process:
1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 124).
2. Perform soft reset (9. Soft reset (Default Settings) on page 125).
3. Update BIOS and drivers (4. Update BIOS and drivers on page 116).
a. Roll back to previous version may be necessary.
b. Go to safe mode to install drivers.
4. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 118)
to isolate hardware issue.
5. Undo recent changes in Windows (5. Remove or uninstall recently added

hardware, software on page 117).
6. Reseat cables and connections (10. Reseat cables and connections

on page 125).
7. Start Windows in safe mode (11. Test with minimum configuration on page 127).
8. Use Startup Repair Windows to fix Windows damaged files.
9. Test with essential hardware configuration (11. Test with minimum

configuration on page 127) with a verified working operating system (for
instance, USB Windows-To-Go), if available, to isolate the software issue.
Tips For more information, see http://support.hp.com/us-en/document/c03671001.
Electromagnetic Interference (EMI)

Use this information to troubleshoot EMI issues.

Items Procedures
System locks up, freezes in certain Electromagnetic interference (EMI).

physical area or location
1. See (2. Examine the environment on page 114). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.
2. Move the computer to different locations nearby to determine where it fails and where it
does not fail.
3. Test with a verified working computer in original factory configuration.
4. Consult with support.
No wake up
Use this information to troubleshoot wake-up issues.
Items Procedures
When resuming from a power Power-saving mode; multiple-display setting.

management state the computer may
display:
● Blank screen
● Some light activity

Items Procedures
1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 121) is blinking (indicating Sleep state). Press power
button to exit Sleep.
2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4. Update
BIOS and drivers on page 116)
3. Check power management settings in Windows Power Options. Disable Sleep options if
the issue is resolved.
4. Screen saver is set. Press any key or touch touchpad to resume.
5. Verify that Display Choice is set to external video only. Toggle screen control key
combination fn + f4 or Windows logo +P.
Tips If you are using a docking station, set your notebook display as a primary display. When the
computer is undocked, you may think it is in a power-saving state, but the screen image may
actually appear on an external display device in the docking configuration.
Unresponsive
Use this information to troubleshoot issues with responsiveness.

Items Procedures
Symptom Possible causes
Unresponsive Program in use has stopped responding to commands.
1. If possible, use the Windows Task Manager to isolate and terminate the offending
process.
2. Attempt the normal Windows shutdown procedure.
3. Restart the computer using the power button.
Slow performance
Use this information to troubleshoot performance issues.
Items Procedures
Slow performance when performing Processor is hot or hard drive is full.

small tasks, or even in idle mode
Processor is hot
1. Verify that airflow to the computer is not blocked.
2. Verify that chassis fans are connected and working properly. Some fans operate only
when needed.
3. Verify that the processor heat sink is installed properly.
Hard drive is full
1. Transfer data from the hard drive to create more space on the hard drive. Microsoft
recommends at least 200 MB to sync system files.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so it

works more efficiently.
Tips See Routine maintenance for performance improvement on page 182).
See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space.
See http://windows.microsoft.com/en-us/windows/optimize-windows-better-
performance#optimize-windows-better-performance=windows-vista.
HP Smart Adapter warning message

Use this information to troubleshoot power adapter warning messages.

Items Procedures
Warning message appears in window Less powerful AC adapter, BIOS out of date.
1. Update BIOS, which may contain information that assigns an appropriate adapter for the
configuration.
2. Update the latest HP Hotkey Support software from Drivers website.
3. Be sure that the power source is sufficient (where adapter is connected).
4. Use appropriate AC adapter (often supplied with system) for optimum system
performance.
5. Test with a verified working AC adapter.
6. Test the adapter on a verified working computer.
7. 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 power demands, the system may also throttle back the processor, or with
systems that have a discrete video subsystem, a video balance mode may occur to further
balance the power needs of the system.
Because system processor functions always have priority over battery charging, charging
delays occur first.
Incorrect time and date

Use the following information to troubleshoot time and date issues.
Item Procedure
Symptom Possible cause
Incorrect date and time Real-time clock (RTC) battery might need replacement.
1. Reset the date and time in the operating system Control Panel.
2. Replace the RTC battery.
3. Verify that date and time are correct.

Display
Use these sections to troubleshoot display issues.

Display anomalies
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 symptoms and use the HP PC Hardware
Diagnostics (UEFI) tool before any replacement.
Symptom
This section includes common display issues with symptoms:
● Blank or black video
● Incorrect color, missing color, distorted image
● Flickering image
● Vertical lines (because of LDVS, decreased signal integrity, and data loss)
● Dead pixel (because of display liquid, internal transistor, and others)
● Horizontal lines (because of video memory)
● Distorted when hot (because of thermal issue)
● Cracked screen/image (physical damage)
● Light leakage/bleeding
Contact support for assistance.
● Humming noise (due to frequency settings)
Contact support for assistance.
Table 7-27 Display anomaly illustrations
Display anomalies
Cracked screen Cracked image Blurred image
Dead pixel Vertical lines Horizontal lines

Quick check
Use these steps to check the display.
● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues.
● Reset and update BIOS and docking firmware.
● Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others).
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 (for example, blue screen error,
graphics or video issues) in the BIOS Legacy setting.
● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, and so
on).
● Test with a verified working external display.
● Boot to Windows in safe mode.
● Test with a verified working operating system (for instance, shipping image).
HP PC Hardware Diagnostics (UEFI) for video test
Use this tool to quickly determine if the display issue is related to a real hardware issue.
To start HP PC Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 118), when the
computer is at boot, press the f2 key, select Component Tests, and then select Video.
There are three options:
● Video Memory Check: to test video memory
● Palette Check: to test the three video color components (red, green, blue)
● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the HP PC
Diagnostics 3-in-1 USB Key tool)
Review the video troubleshooting in the following Display section for specific issues and possible solutions. For
additional information about display problems, see documentation provided by the product manufacturer.
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables,
display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a
combination of these components can contribute to a video issue.

NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the
sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to
hibernation or standby mode through power management. If the display screen does not light up when the
display is open, the lid close switch (Hall-effect sensor) could be faulty.
Dead pixel
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. See Display issue: pixel anomalies on page 188 for the HP dead pixel policy.
No video (internal)
Use this information to troubleshoot video issues.
Items Procedures
No internal video with certain programs Display resolution, brightness, faulty lid switch, running a program requiring a higher resolution
(for example, video-intensive games) than the display screen can support.
Faulty lid switch may put the system into Sleep or Hibernation mode.
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the
computer lid to force video output to external video. If there is still no video, contact support.
References See section No video (with power) on page 141 for display information.
No video (external)
Use this information to troubleshoot external video issues.

Items Procedures
No image on external External monitor, resolution, display configuration, drivers.

monitor
1. Be sure external monitor is compatible with the

computer.
2. Be sure that external monitor is turned on.
3. Press any key to exit the power-saving mode.
4. Adjust the brightness of the monitor.
5. Test with a verified working monitor.
6. Test the monitor via internal ports (VGA, DP ports).
7. Install latest video driver.
8. Reset the screen resolution as described in the

documentation.
9. Configure display choice, and then force output to

external video by closing the notebook lid or pressing fn
+ f4 to switch screen output.
DisplayPort/VGA
Use this information to troubleshoot DisplayPort and VGA issues.
See No video (external) on page 154.
HDMI
Use this information to troubleshoot HDMI issues.
Items Procedures
● Display issue Cable, connection, settings.
● Sound issue
Quick Check
1. Verify that the HDMI device input source is set correctly (for example, HDMI1).
2. Be sure you are using the correct HDMI cable.
3. Check connection and reconnect the HDMI cable.
4. Verify whether sound output is configured correctly in Control Panel > Sound Manager.

Items Procedures
1. Perform hard reset (4. Update BIOS and drivers on page 116).
2. Update BIOS and drivers (4. Update BIOS and drivers on page 116) when you hear sound but
do not see video on HDTV.
References http://support.hp.com/us-en/document/c01186408
No or bad external video via docking

Use this information to troubleshoot video issues while docking.
Items Procedures
No or bad image on external monitor via Rooted from system board, software or drivers, dock connectors, docking station hardware or
ports of docking station (such as VGA, firmware, dock video ports (DP, VGA, and others).
DP, TB, display port, and others)
1. Be sure that external monitor is turned on.
2. Be sure that external monitor is compatible with the computer.
3. If applicable, plug the dock in different Type-C ports.
For more information, see the technical white paper titled ”HP Elite Dock with
Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/ and
search for HP ZBook Thunderbolt 3 Dock User Guide.
4. If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each
DisplayPort and VGA port of the dock.
5. Test the monitor via internal ports (such as VGA, DP, HDMI, and others).
6. Verify that dock connectors of the notebook and the dock are clean, without dust, debris
(for example, using air duster).
7. Ideally, use a verified working operating system or system connected to the dock to
isolate the issue of the current operating system.
8. Ideally, use a verified working docking station to isolate the faulty dock.
9. Update latest dock firmware. Follow the installation instructions carefully. You may want
to try a DP-to-VGA adapter if you have a distorted screen image. Connect the adapter to
each DisplayPort of the dock. If you still cannot update the dock, attempt to update it on a
confirmed working notebook before having the dock replaced.
Note See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations” from
HP platform support website. Go to http://h20195.www2.hp.com/v2/getpdf.aspx/
4aa5-2657enw.
Incorrect or missing color/distorted image

Use this information to troubleshoot image issues.

Items Procedures
System works normally but the display Loose connection, display cable, display, graphics card.
shows:
● Missing or strange color
Verify with external monitor
● Image distortion
1. Use combination fn + f4 to enable output to external monitor.
2. Close the lid.
If the external monitor also shows incorrect color, it is graphics card issue. Test with a verified
working graphics card.
Verify monitor cable and cable connection (Monitor disassembly is required.)
Be sure the monitor cables are not pinched or damaged.
Be sure the monitor cables have good connection at both ends (system board and display
panel).
● If moving cables affects the image, the monitor cable is the cause of the issue. Test with a
confirmed working cable.
● If moving cables does not affect the image, the monitor has an issue. Test with a
confirmed working monitor.
Touch screen
Use this information to troubleshoot touch screen issues.
Items Procedures
Unresponsive Dirt and smudge, driver, touch display configuration, power management.
Inaccurate Troubleshooting steps
Quick check
Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently wipe
the screen to remove dirt and smudge.
NOTE: Do not spray cleaner directly onto the screen.

Items Procedures
Configure the touch display in Control Panel >

Tablet PC Settings 1. Restart the computer.
2. Verify touch screen and graphics drivers.
3. Configure the touch display to identify the screen as a touch screen as shown in
the image at left.
4. Calibrate the screen and reset if touch functionality is still not working
correctly.
5. Perform diagnostic test in HP Hardware Diagnostics under Component Tests >

Touch Screen.
If the diagnostics tests pass but the touch screen still does not respond,
continue following the steps.
6. Adjust the power management settings for your touch screen.
If the touch screen stops working after waking from sleep, adjust the power
management settings so that the touch screen device stays active while the
computer is in Sleep mode.
7. Perform Microsoft System Restore, and restore to a time when the system was
working.
8. Perform HP System Recovery if none of the previous actions resolve the issue.
References https://support.hp.com/us-en/document/c03488148

I/O devices
Use this information to troubleshoot I/O device issues.
NOTE:
● Make sure external devices are supported and compliant (for example, USB Type-C, Thunderbolt 3, PCI
Express).
● If you have problems with external devices not provided by HP, contact device manufacturers for
compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices, PCI
express card reader, VGA, display, HDMI monitors, speakers).
● Be sure I/O devices are properly inserted into the I/O ports, and then be sure that Windows Device Manager
recognizes the I/O devices.
Keyboard
Use this information to troubleshoot keyboard issues.
Items Procedures
Keystrokes not recognized Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Characters not matched
1. Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys that
might prevent keystroke recognition.
2. Check for incomplete connection between keyboard and system board by verifying that
caps lock or num lk light turns on when you press the key.
3. Verify whether the keyboard is recognized in Windows Device Manager, and verify
whether the keyboard driver is installed properly.
4. Test with a working external keyboard (such as a USB keyboard).
Also test in Windows for special keys (caps lock, shift, ctrl, fn, Windows, alt) if necessary.
5. Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software
issue.
6. Verify that BIOS is up to date. If so, resetting BIOS to default may help.
7. Test with a verified working operating system, or restore the operating system to be sure
that the issue is not caused by items such as different language settings, sticky keys
feature, and so on.
8. Verify that keyboard flex cables are fully inserted and in good condition.
The following steps are for authorized providers and technicians.

Items Procedures
1. Verify whether keyboard flex cable is in good condition (no delamination or torn cable
end, no missing or cracked tracks, pads).
2. Verify that keyboard flex cable ends are fully inserted and aligned with connectors on
system board, and those connector tabs are properly closed. Reseat cables.
3. Replace new internal keyboard and retest.
Tips If a key works only when pressed with force, inspect and remove debris trapped under keycap.
Keyboard pointing stick (select products only)

Use this information to troubleshoot pointing stick issues.
Items Procedures
Point stick not working properly Dust trapped under point stick, loose point stick cap.
1. Inspect for any signs of dust or liquid spill that prevents point stick from working.
2. Check whether point stick cap is loose, and reseat it if necessary.
The following steps are for authorized providers and technicians.
1. Verify whether keyboard flex cables are in good condition (no delamination or torn cable
end, no missing or cracked tracks, pads).
2. Verify that keyboard flex cable ends are fully inserted and aligned with connectors on
system board and back of keyboard, and that connector tabs are properly closed.
3. Reseat point stick cables.
Example of back of keyboard, including

keyboard, point stick, and backlight
cables.
Keyboard backlight
Use this information to troubleshoot keyboard backlight issues.
Items Procedures
Backlight function not working properly Backlight disabled, loose connection.

Items Procedures
NOTE: Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify whether backlit feature is not
disabled by pressing a combination of fn + backlit key.
1. Verify whether backlight flex cables are in good condition (no delamination or torn cable
end, no missing or cracked tracks or pads).
2. Verify that backlight flex cable ends are fully inserted and aligned with connectors on
system board and that connector tabs are properly closed.
3. Reseat backlight cable.
Touchpad
Use this information to troubleshoot touchpad issues.
Items Procedures
Not working properly Touchpad turned off, driver, settings.
(1) Touchpad on/off button Troubleshooting steps
(2) Touchpad 1. Ensure touchpad on/off light is not amber (disabled). Double tap to enable.
2. Verify whether touchpad device is listed in Device Manager > Mice and other pointing
devices.
3. Install the latest touchpad driver.
4. Adjust touchpad settings (Control Panel > Mouse).
5. Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (f2>
Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).
The following steps are for authorized service providers/technicians.
1. Check the touchpad cable for damage or a loose connection, and then reseat the
touchpad cable.
2. If issue persists, replace the touchpad and verify the change.
Network connectivity (RJ-45 jack)

Use this information to troubleshoot network issues.

Items Procedures
● Unable to find networks (yellow bang) Network source, cable, connection, RJ-45 (network) jack, driver, settings.
● Connection dropouts
● Slow performance
Quick Check: verify the network status lights that supposed to flash when there
is network activity.
Network connectivity wireless (WLAN)

Use this information to troubleshoot wireless connectivity issues.
Items Procedures
● Unable to find networks (yellow bang) Network source, cable, connection, wireless module, driver, settings.
● Connection dropouts
● Slow performance
1. Verify that the wireless module and its antenna cables are fully inserted and
in good condition (see WLAN module removal and replacement section).
Reseat wireless module and antenna connection.
2. Verify the module antenna cable connection is not loose.
3. Verify that antenna cables are properly connected to the MAIN and AUX
terminals (see WLAN module removal and replacement section).
WWAN
Use this information to troubleshoot WWAN issues.
Items Procedures
Unable to find networks or service Network source, cable, connection, driver, settings.

Items Procedures
1. Update to the latest driver and utility.
2. Check with network service provider for signal coverage.
3. Be sure signal strength is good.
4. Be sure that your service is active.
● Verify module and antenna cable connections are not loose.
● Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled 1 connects to the Main terminal labeled 1. The antenna cable labeled 2
connects to the Aux terminal labeled 2.
USB
Use this information to troubleshoot USB port issues.

Items Procedures
● USB devices are not recognized USB devices do not have the latest software drivers or port insufficient power, or the
devices are not compliant.
● USB devices are not charging
NOTE: USB Type-C uses a different connector entirely.
Examples of USB device Not Recognized Troubleshooting steps
1. Unplug the USB device. Restart the computer (wait for 2–5 minutes) to reset the USB
port or hub in case of a power surge.
2. Perform a soft reset (9. Soft reset (Default Settings) on page 125), and verify if the
USB device is recognized.
3. Verify whether the USB device is recognized in Device Manager > Universal Serial Bus
Controller, or the USB is recognized without a yellow warning symbol, or bang.
4. Verify whether the latest USB driver, USB chipset driver, or both are installed. You can
remove or reinstall the USB driver.
5. Be sure the USB device is supported, for example, USB 3.0 device requires more
power draw (0.9 A) from a USB port than a USB 2.0 device (0.5 A). As a result, identify
the USB charging port to be used for charging a USB device, or an external AC power
adapter might be required for an external USB storage device to work properly.
6. Test with verified working USB devices (keyboard, mouse, USB key) to be sure USB
ports are functional.
7. Test the USB device on a verified working computer to be sure the USB device is not
malfunctioning.
Smart card reader

Use this information to troubleshoot smart card reader issues.
Items Procedures
● 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. Be sure that switch is
set to Write Enabled before attempting to write data to it.

Items Procedures
Card Reader Removal Policy Troubleshooting steps
1. Verify card reader removal policy.
2. Make sure there is no physical damage to the card.
3. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling
a metal contact. Clean the contacts with a lint-free cloth and small amounts of
isopropyl alcohol. Replace the memory card if necessary.
4. Reinstall and update the drivers for the card reader.
5. Make sure the smart card reader is compliant with ISO 7816 Class A, B, and C.
6. Reinsert the card reader with correct face as described in its documentation.
7. Check reader function with a verified working card.
IMPORTANT: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is flashing. Doing so might cause loss of data on the card or
might permanently damage the card reader.
Speaker, headphone - audio issues

Use this information to troubleshoot audio issues.
Items Procedures
● No sound from external or internal Volume turned down, sound card not recognized, malfunctioning hardware, electronic
speakers interference.
● Distorted sound, too soft, too

loud, intermittent

Items Procedures
1. Remove any device connected to the audio jack to enable the internal speaker.
2. Close all open programs.
3. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Verify that the sound card is detected in Windows Device Manager.
5. Reinstall the latest audio driver.
6. Test audio device using HP PC Hardware Diagnostics (UEFI) tool (f2 > Component Tests >
Audio).
7. Test with a verified working operating system. If issue is resolved, restore full operating
system.
8. Test with verified working external speakers or headset.
9. Reseat internal speaker connections.
10. Test with verified working internal speakers.
11. Replace internal speakers.
No sound from headphones 1. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows
taskbar. Be sure that the sound it not muted.
2. Check headphone cable connection.
3. Test with a verified working audio board.
4. Replace audio board and verify the change.
No sound from external speakers 1. Verify that external speakers are turned on.
2. Disconnect headphones from headphone jack.
3. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Check for possible interference devices nearby that might affect the audio (cell phone or
portable communications handset.)
Thunderbolt (TB)
Use this information to troubleshoot Thunderbolt issues.

Items Procedures
Thunderbolt device not working BIOS, drivers, and user settings.
1. Update to the latest BIOS and choose appropriate TB Port settings.
2. Reset User Account Settings to default.
3. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver
version (operating system driver), and application version.
4. Verify that Windows Device Manager detects the TB device.
5. Verify cable connection to TB port.
6. Test with a verified working TB board, if possible.
NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be
compatible with Windows. To determine whether your device is Thunderbolt Certified for Windows,
see https://thunderbolttechnology.net/products.

Storage
Use this information to troubleshoot storage issues.
NOTE:
● Back up all critical data before troubleshooting the drive.
● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC
Hardware Diagnostics (UEFI) tool on the suspected failed drive.
● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB
(http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?
jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
● HP recommends the drive quick test to quickly (less than 10 minutes) identify the malfunctioning drive. If
the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which runs until an error occurs).
● If any test fails, record failure code and contact support for instructions about how to order a replacement
hard drive.
● 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 operating
system to troubleshoot the problem.
Hard drive or solid-state drive not recognized

Use this information to troubleshoot storage device issues.

Items Procedures
Hard drive is not recognized during Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
POST
1. Perform a hard reset (8. Hard reset on page 124).
2. Reset BIOS to default.
3. Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For
multiple storage devices, keep the primary drive with the operating system and remove
other devices.
4. Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it.
5. If the hard drive fails diagnostics, record failure and have the drive replaced.
6. Identify when the issue is related to software. If the hard drive passes diagnostics, test
the drive on a verified working computer. If the failure follows the drive, reinstall the
operating system to make sure that software is not an issue.
7. Test with a verified working hard drive. If it is still not recognized, the system board is
faulty.
NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase before replacing a drive
as this might resolve related issues.
No boot to operating system (no read-write error)

Use this information to troubleshoot issues with booting to the operating system.
Items Procedures
● POST error message: Boot Device Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
not found (3F0)
● Hang when booting to operating

system

Items Procedures
1. Verify whether Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices
from starting the computer, including bootable CDs and DVDs. For more information, see
http://support.hp.com/us-en/document/c03653226.
2. Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly for
bootable device and its operating system (for example, UEFI Native for Windows 8).
Another example, choosing Legacy Boot Order for an UEFI device causes "Boot Device not
found (3F0)" error.
3. Verify hard drive connection and flex cable. Reseat connection. For multiple storage
devices, keep the primary drive with the operating system and remove other devices.
4. Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive
replaced.
5. If there is no error, reinstall the operating system using HP Restore.
6. Test with a verified working operating system hard drive, if available.
Note If there is a hard drive POST error message, see POST error messages and user actions
on page 180.
Read-write error
Use this information to troubleshoot read and write errors.
Items Procedures
● POST error message (for example, Loose connection, faulty hardware.

error code 301)
● Hang when working on data, files,
documents 1. Perform a hard reset (8. Hard reset on page 124).
2. Reset BIOS to default (9. Soft reset (Default Settings) on page 125).
3. Verify the drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 125).
4. Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
hard drive replaced.
5. If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and its
files in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to reinstall
the operating system, if needed.
6. Test with a verified working hard drive. If it is not recognized, the system board is faulty.
Note If there is a hard drive POST error message, see POST error messages and user actions
on page 180.

Slow performance
Use this information to troubleshoot performance issues.
Items Procedures
Slow performance even when Operating system files, hard drive is full.
performing small read-write operations
1. Transfer data from the hard drive to create more space. Microsoft recommends at least
200 MB to sync system files.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so that it
works more efficiently.
NOTE: Do not defragment an SSD.
Tips & tricks For optimal system performance, place your operating system and all of your most commonly
used applications and files on the fastest hard drive (solid-state drive) and fastest areas on the
drive (primary partition of 200 GB max).
See Routine maintenance for performance improvement on page 182).
Blue screen (BSOD) error

A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to make
sure that the drive is functional.
If all of the tests are successful, see Common blue screen error messages on page 183 for detailed
troubleshooting steps.
Noisy hard drive

Use this information to troubleshoot a noisy hard drive.
IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises.
Depending on type and rotational speed, some hard drives make more noise than others.
Not all noises are related to the fan or hard drive.
Items Procedures
● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
● Clicking noise from hard drive
● Still boots to operating system

and operates normally

Items Procedures
1. Update BIOS and hard drive firmware.
2. Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all

peripherals (USB storages, dock, and others.
3. Remove hard drive to isolate the noise.
4. Test the hard drive on a verified working computer if the noise continues. If the hard drive
makes the same noise or clicking sounds, the sounds are either normal sounds for the
hard drive or a fault with the hard drive.
5. Verify original hard drive connection and flex cable. Reseat hard drive and connection.
6. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard
drive replace.
7. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk

defragmentation. Some hard drives make a clicking noise when highly fragmented.
Tips For optimal system performance, place your operating system and all of your most commonly
used applications and files on the fastest hard drive or solid-state drive and on the fastest
areas on the drive (primary partition of 200 GB max).
See Routine maintenance for performance improvement on page 182).

Mechanical
Use this information to troubleshoot mechanical issues.
Noise (sound)
Use this information to troubleshoot abnormal noise issues.
Items Procedures
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.
1. Inspect external power source and change to verified working one.
2. Determine whether the noise comes from AC power adapter. Test with a verified working
AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to
computer only.
Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether
noise originates from fan. If noise is absent with fan disconnected, see Fan runs constantly
on page 173.
Noisy hard drive Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 171.
Noisy optical drive 1. Determine whether the noise comes from an optical drive.
2. Remove CD/DVD from the optical drive.
Noisy speaker 1. Determine whether the noise comes from speaker.
2. Test with a verified working external headset/speaker.
Noisy display Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 151.
The section below is intended for authorized service providers and technicians.
1. After disassembling the chassis, inspect components of the interior for excessive wear or
damage.
2. If noise issues persist, proceed with process of elimination for battery, AC adapter, or
boards.
Fan runs constantly

Use this information to troubleshoot a constantly running fan.

Items Procedures
● Fan never stops running ● BIOS not up to date.
● Generates heat ● Thermal condition (fan, air flow)—fan might not be defective but must run constantly to
remove excess heat generated by electrical components.
● Decreased computer performance
● Inappropriate configuration.
General actions
1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When booting
the computer, press f10 to open Setup, and then select Advanced > Built-In Device
Options Menu.
2. Update BIOS and drivers (4. Update BIOS and drivers on page 116) and reset BIOS to
default. BIOS can implement new fan characteristics and updates for other components.
3. Perform a hard reset (8. Hard reset on page 124). Performing a hard reset can reset
recorded thermal values in memory.
1. Verify that fan is spinning. Reseat fan cable before moving to next step.
a. Check fan and connection. Reseat fan cable.
b. Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.
c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 118). Be sure that the fan is not producing loud noise and that
fan blades spin correctly.
d. Test with a verified working fan.
e. Replace the fan.
2. Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers and technicians)
(HP Thermal Monitor on page 120) to run stress test (processor and GPU) and verify that
thermal sensors are within limits after thermal condition is serviced.

Items Procedures
User configuration
Change Power Options in Windows (for example, choosing Balanced mode instead of High
performance). High performance and extensive graphics might cause the fan run constantly to
release the heat.
Notes BIOS currently omits fan presence detection to shorten boot time delay less than four seconds.
Therefore, the fan error is generated based on previous boot to operating system that found
system fan error.
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:
● http://support.hp.com/us-en/document/c01007591.
● https://support.hp.com/us-en/document/c01657439.
Thermal shutdown (hot)

Use this information to troubleshoot a thermal shutdown.
Items Procedures
Similar to fan runs constantly issue BIOS not up to date, thermal condition (fan, air flow)
(Fan runs constantly on page 173)
● System shutdown
1. Update BIOS and drivers (4. Update BIOS and drivers on page 116) and reset BIOS to
● Abnormal heat default. BIOS can implement new fan characteristics and updates for other component.
● Continually running fan 2. Perform a hard reset (8. Hard reset on page 124). Performing a hard reset can reset
recorded thermal values in memory.
● Decreased computer
performance 3. Determine whether you are using a correct AC adapter.
4. Be sure to turn power off completely when putting a notebook in a travel bag.
1. Verify thermal condition:
a. Check fan and connection. Check if fan is spinning when computer is on. Reseat fan
cable.
b. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.
d. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 118). Be sure that the fan is not producing a loud noise and that
fan blades spin correctly.

Items Procedures
e. Test with a verified working fan.
f. Remove old thermal compound and pads, and replace properly with new pads.
2. Verify thermal solution:
○ Use Thermal Monitor tool (available only to authorized service providers and
technicians) to run stress test (processor and GPU), and verify that thermal sensors
are within limits after thermal condition is serviced.
Note See https://support.hp.com/us-en/document/c01657439.

Additional information
The following sections provide additional information that you can use during the troubleshooting process.
Acronyms
These acronyms are used in this chapter.
Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down or
restart unexpectedly. When you experience this type of error, you cannot see items such as the Start menu or
the taskbar when your computer is turned on. Instead you might see a blue screen with a message that your
computer ran into a problem and needs to restart.
CPU—Central processing unit
DIMM—Dual in-line memory module
Daughterboard—Type of circuit board that plugs into or is attached to the system board or similar expansion
card to extend its features and services.
GPU–Graphics processor unit
GTS–General Troubleshooting Step
HDD–Hard drive
KB–Keyboard
LVDS–Low-Voltage Differential Signaling
MSG–Maintenance and Service Guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
ENWW Additional information 177

Blinking lights and boot error codes
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.
The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655.
Table 7-53 Blinking lights and boot error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware
Caps and num lk lights = 1 blink Processor not executing code
Caps and num lk lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image
Caps and num lk lights = 3 blinks Memory module error
Caps and num lk lights = 4 blinks Graphics controller error
Caps and num lk lights = 5 blinks System board error
Caps and num lk lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps and num lk lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image
Caps and num lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set)
Processor not executing code

This computer experienced a problem due to the failure of certain code to execute, resulting in a failed startup of
the processor.
The issue could be related to the processor or the system board in the computer. If the processor is socketed, be
sure that the processor is seated correctly in the socket. If this error reoccurs, see General troubleshooting steps
on page 109.
NOTE: The computer attempts 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 and num lk
keys both blink once, followed by a pause, and then continue in a repeating pattern.
BIOS recovery code unable to find valid BIOS recovery image

This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup.
You can resolve this problem by placing a clean copy of the system BIOS on a USB key or in the appropriate hard
drive directory and performing a reboot. If this error reoccurs, see General troubleshooting steps on page 109.
attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num
lock keys both blink twice, followed by a pause, and then continue in a repeating pattern.
Memory module error

This computer has experienced a memory initialization problem resulting in a failed startup. This issue might be
related to the memory modules in the computer. You can resolve this problem by ensuring that memory
modules are correctly inserted and seated.

If this error reoccurs, you must use a service event to determine the source of the error (memory modules or
system board) and take the appropriate corrective action.
lock keys both blink three times, followed by a pause, and 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. This issue
might be related to the graphics controller in your machine.
You can resolve this problem by ensuring that the graphics controller module is seated correctly in machines
with modular graphics. If this error reoccurs, you must use a service event to identify the source of the error and
take the appropriate corrective action.
lock keys both blink four times, followed by a pause, and then continue in a repeating pattern.
Failure System Board Error

This computer has experienced a system board initialization problem resulting in a failed startup. This issue
might be related to the system board in the computer. You must use a service event to identify the source of the
error and take the appropriate corrective action.
lock keys both blink five times, followed by a pause, and then continue in a repeating pattern.
Intel Trusted Execution Technology (TXT) Error

This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed
startup. The error occurs when three situations are true:
● The Intel Trusted Execution Technology (TXT) has been enabled on the computer.
● Policies have been set to prevent startup if the BIOS measurement has changed.
● The BIOS measurement has changed.
For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/documents/

white-papers/trusted-execution-technology-security-paper.pdf.
You must use a service event to resolve this issue.
lock keys both blink six times, followed by a pause, and then continue in a repeating pattern.
Sure Start unable to find valid BIOS Boot Block image

This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. You must
use a service event to identify the source of the error and take appropriate corrective action.

lock keys both blink seven times, followed by a pause, and then continue in a repeating pattern.
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 normally repairs this type of issue; however, on this computer HP Sure Start has been configured to
operate in manual mode key sequence.
To proceed with the repair, press and hold the following keys: esc + up arrow + down arrow. To avoid the need
for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must
use a service event to identify the source of the error and take appropriate corrective action.
attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lk
keys both blink eight times, followed by a pause, and then continue in a repeating pattern.
POST error messages and user actions

Use this information to determine the meaning of POST error messages.
Table 7-54 POST error messages and user actions to address the error
Test description Failure descriptions Error code Possible user actions
Product Invalid value 00A Contact support for assistance.

information
Startup test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Search http://www.hp.com/support for details about troubleshooting issues

related to the memory module.
If the memory module still fails, contact support.
Startup test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard disk drive might have failed. Contact support for assistance.
Startup test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance.
Startup test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance.
Startup test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance.
Run-in test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Search http://www.hp.com/support for details about troubleshooting issues

related to the memory module.
If the memory module still fails, contact support.
Run-in test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard drive might have failed. Contact support for assistance.
Run-in test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance.
Run-in test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance.
Run-in test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance.

Table 7-54 POST error messages and user actions to address the error (continued)
Hard Disk Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard drive might have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 Full 305 The hard drive might have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Full 306 The hard drive might have failed. Contact support for assistance.
Boot Device Boot device not found 3F0 This code indicates a potential problem with the hard drive. Run the hard
Manager drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for

more information.
Boot Device Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive. Run the hard drive test.
Manager
more information.
Boot Device Hard Disk 2 Error 3F2 This code indicates a potential problem with the hard drive. Run the hard
Manager drive test.

more information.
Boot Device Hard Disk 1 SMART 301 This code indicates a potential problem with the hard drive. Run the hard
Manager drive test.

more information.
Boot Device Hard Disk 2 SMART 302 This code indicates a potential problem with the hard drive. Run the hard
Manager drive test.

more information.
BIOS Recovery BIOS Recovery 500 This message indicates that BIOS recovery was completed successfully. No
Occurred further action is required.
BIOS Application BIOS Application Error 501 The BIOS installation might have become corrupted. Download the latest
version of the BIOS and install it. See 4. Update BIOS and drivers
on page 116 for more information.
If reinstalling the BIOS fails, contact support for further assistance.
CMOS Recovery CMOS Recovery 502 This message indicates that CMOS recovery was completed successfully. No
Occurred further action is required.
Battery Check Primary Battery 601 This code indicates that the primary battery has very low capacity.
Replace
Search http://www.hp.com/support for details about using the HP Support
replacement.

Table 7-54 POST error messages and user actions to address the error (continued)
Battery Check Secondary Battery 602 This indicates that the secondary battery has very low capacity.
Replace
Search http://www.hp.com/support for details about using the HP Support
replacement.
Wireless Module Not installed or 701 Reseat the wireless LAN adapter module, if your notebook supports it.
responding
Because seating or reseating a wireless LAN adapter is unique to each
computer model.
Fan Fan not operating 90B The system fan might be malfunctioning.
correctly
For information about troubleshooting heat-related issues, see
http://support.hp.com/us-en/document/c01007591.
A hard reset can sometimes restore the system fan to working order. See
https://support.hp.com/us-en/document/c01684768 for details.
If the system fan continues to malfunction, contact support.
Routine maintenance for performance improvement

The table presents a summary of the suggested times for performing the routine maintenance tasks that are
described in this document.
Table 7-55 Routine maintenance tasks to improve performance
Tasks Weekly Monthly Occasionally
Perform a system tune up. X
Run Windows Update. X
Scan for and remove viruses. X
Scan for and remove spyware and adware. X
Empty the Recycle Bin. X
Delete temporary Internet files. X
Back up user files. X
Create a restore point. X
Defragment the hard drive. X
Run Scan Disk. X
Clean the exterior of the computer. X
Close programs that are not being used. X
Prevent programs from loading at startup. X
Remove rear cover and clean fan blades and vents with compressed air. X

Common blue screen error messages
The following sections define blue screen error messages.
Error message list

For an example of a Bug Check Code Reference, use this image.
For more information, see https://msdn.microsoft.com/en-us/library/windows/hardware/

hh994433(v=vs.85).aspx.
Note that the hexadecimal number following the word "STOP" is called the bug check code or Stop code.
Bug check symbolic names

Each bug check code also has an associated symbolic name.
In the example, the screen shows https://msdn.microsoft.com/en-us/library/windows/hardware/

ff559209(v=vs.85).aspx
Microsoft general troubleshooting of Windows bug check codes

Use this information to troubleshoot Windows bug 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.
● Be sure that any expansion board is properly seated and all cables are completely connected.
● Confirm that any new hardware that is installed is compatible with the installed version of Windows.
● If new device drivers or system services have been added recently, try removing or updating them.
NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum
required drivers and system services during the Windows startup. To enter safe mode, restart your
computer and press f8 at the menu that displays the operating system choices. At the resulting Windows
Advanced Options menu, choose Safe Mode.
● Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and
resulting drive corruption can generate system bug check codes. Be sure that the virus detection program
checks the Master Boot Record for infections.
● Verify that the system has the latest service pack installed. To detect which service pack, if any, is installed
on your system, click Start, click Run, type winver, and then press enter. The About Windows dialog box
displays the Windows version number and the version number of the service pack, if one has been
installed.

● Disable BIOS memory options such as caching or shadowing.
● Check the System Log and Application Log in Event Viewer to see if any additional error messages have
been logged recently. These might pinpoint the cause of the error.

Use Windows Debugging Tool
Debugging Tools for Windows are the primary tools used by Microsoft software developers to analyze and
resolve errors that result in memory dumps.
Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine

the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging
tool. A similar process is used for Windows 7 or Windows 8.
NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative
of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft.
Windows Software Development Kit (SDK)

Use these steps to download and use the Windows SDK.
1. Download the SDK from the following link:
https://dev.windows.com/en-US/downloads/windows-10-sdk
2. Set up the SDK in the configuration window (Windows 10 shown).

3. Select features to install.
4. Run the SDK as an administrator.
5. 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.
6. Open the crash dump file.

7. 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.
Display issue: pixel anomalies

All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display
panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the
viewable area. These cosmetic imperfections are common to all display panel types, not specifically HP products.

All display panel defects should be examined at the highest possible resolution using both the brightest and
darkest possible backgrounds, because some subpixel failures might not be readily visible under certain
conditions.
● Type 1: Bright dot on a dark background = Always On
● Type 2: Dark dot on a bright background = Always Off
● 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.
Source: http://support.hp.com/us-en/document/c00035844
Table 7-56 Electrical defect criteria
Panel resolution Accept Reject
Subpixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD N ≤ 2 Type 1 N ≥ 3 Type 1
N ≤ 2 Type 2
WXGA+, SXGA+, HD+, SXGA+ N ≤ 3 Type 1 N ≥ 4 Type 1
N ≤ 3 Type 2
WSXGA+, UXGA, FHD, WUXGA N ≤ 4 Type 1 N ≥ 5 Type 1
N ≤ 4 Type 2
QHD, QHD+, WQXGA, UD N ≤ 5 Type 1 N ≥ 6 Type 1
N ≤ 5 Type 2
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified) S ≥ 25 mm S < 25 mm
Cluster with 2 or more subpixels with subpixel faults Not allowed
Dim lines Not allowed
Cross lines on/off Not allowed
Horizontal lines on/off Not allowed
Vertical lines on/off Not allowed
NOTE: Examine all LCD panel defects at the highest possible resolution using both the brightest and darkest
possible backgrounds, because some subpixel failures might not be readily visible under certain conditions.
NOTE: Contact support for assistance if issues are not listed.
Cable management
Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management
practices when you have to remove and install 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.
● When possible, handle cables by the connector or pull-strap.
● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
● Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow guides
have a cable guide that lets you route cables safely around the heat sink.)
● Do not jam cables on top of daughterboards or memory modules (DIMMs). Circuit cards and DIMMs are not
designed to take excessive pressure.
● Keep cables clear of any movable or rotating parts (such as a fan) to prevent them from being cut or
crimped when the component is lowered into its normal position.
● In all cases, avoid bending or twisting the cables. Do not bend any cable sharply. A sharp bend can break
the internal wires.
● Do not rely on components like the keyboard or service door to push cables down internally. Always
position the cables to lie properly by themselves or in the cable guides and chassis areas designed for
cable routing.
IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.

Connector types
There are several types of connectors on the system board with different requirements for cable removal or
insertion.
IMPORTANT: Do not touch connector pins and connector gold fingers directly with bare hands.
Flex cable
Use this information to properly use flex cables.
When connecting flex cables to a ZIF connector, rotate the latch to 90°, push the cable completely, evenly into
the connector, and then close the latch.
When removing flex cables from a ZIF connector on the system board, you must release the latch before
removing the cable. Always follow these steps:
1. Flip the connector latch 90° to release the cable.
2. Grasp the cable end of the connector and pull it straight out.
IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
Horizontal cable insertion

Use flat tool to pull connector evenly. Do not pull on cable to remove.
Slide connector into receptacle on same horizontal plane as board and use a flat tool to push evenly into
receptacle.

Multiple-pin horizontal connector (LVDS cable to display panel)
Use these procedures to properly insert and remove a multiple-pin horizontal connector.
Insert procedure:
1. Slide connector evenly into receptacle on same horizontal plane as PCB connector.
2. Pull lock bar to insert and push both side connector horizontally to firmly lock.
3. Tape down lock bar over the panel to hold in position.
Reverse the previous procedure to remove the connector:
1. Remove tape.
2. Pull up bar (pull tape) and release the lock with the PCB connector.
3. Pull to the direction in parallel with PCB to withdraw the connector.
Multiple-pin vertical connector (LVDS cable to system board)

Use this procedure to properly insert and remove a multiple-pin vertical connector.
● Remove the connector gasket before removing the connector.
● If the connector has a plastic pull tab, pull the tab to disconnect. Otherwise, use flat tool under the
connector to remove evenly. Do not pull on the cable to remove.
● Press evenly when reseating, reconnecting, or installing the connector.
For more information about cable management, see Cable management on page 189.

8 Using Setup Utility (BIOS)
Setup Utility, or Basic Input/Output System (BIOS), controls communication between all the input and output
devices on the system (such as disk drives, display, keyboard, mouse, and printer). Setup Utility (BIOS) includes
settings for the types of devices installed, the startup sequence of the computer, and the amount of system and
extended memory.
NOTE: To start Setup Utility on convertible computers, your computer must be in notebook mode and you
must use the keyboard attached to your notebook.
Starting Setup Utility (BIOS)

You have several ways to access the Setup Utility (BIOS).
IMPORTANT: Use extreme care when making changes in Setup Utility (BIOS). Errors can prevent the computer
from operating properly.
▲ Turn on or restart the computer and quickly press f10.
– or –
Turn on or restart the computer, quickly press esc, and then press f10 when the Start menu is displayed.
ENWW 193
Updating Setup Utility (BIOS)
Updated versions of Setup Utility (BIOS) might 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.
Determining the BIOS version

To decide whether you need to update Setup Utility (BIOS), first determine the BIOS version on your computer.
To reveal the BIOS version information (also known as ROM date and System BIOS), use one of these options.
● HP Support Assistant
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2. Select My notebook, and then select Specifications.
● Setup Utility (BIOS)
1. Start Setup Utility (BIOS) (see Starting Setup Utility (BIOS) on page 193).
2. Select Main, and then make note of the BIOS version.
3. Select Exit, select one of the options, and then follow the on-screen instructions.
● In Windows, press ctrl+alt+s.
To check for later BIOS versions, see Preparing for a BIOS update on page 195.
194 Chapter 8 Using Setup Utility (BIOS) ENWW

Preparing for a BIOS update
Be sure to follow all prerequisites before downloading and installing a BIOS update.
IMPORTANT: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
● Do not disconnect power from the computer by unplugging the power cord from the AC outlet.
● Do not shut down the computer or initiate Sleep.
● Do not insert, remove, connect, or disconnect any device, cable, or cord.
NOTE: If your computer is connected to a network, consult the network administrator before installing any
software updates, especially system BIOS updates.
Downloading a BIOS update

After you review the prerequisites, you can check for and download BIOS updates.
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2. Select Updates, and then select Check for updates and messages.
3. Follow the on-screen instructions.
4. At the download area, follow these steps:
a. Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. If the update is more recent than your BIOS version, make a note of the date, name, or
other identifier. You might need this information to locate the update later, after it has been
downloaded to your hard drive.
b. Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded. You
will need to access this path when you are ready to install the update.
Installing a BIOS update

BIOS installation procedures vary. Follow any instructions that appear on the screen after the download is
complete. If no instructions appear, follow these steps.
1. Type file in the taskbar search box, and then select File Explorer.
2. Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3. Using the hard drive path you recorded earlier, open the folder that contains the update.
ENWW Updating Setup Utility (BIOS) 195

4. Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5. Complete the installation by following the on-screen instructions.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
196 Chapter 8 Using Setup Utility (BIOS) ENWW

9 Backing up, restoring, and recovering
You can use Windows tools or HP software to back up your information, create a restore point, reset your
computer, create recovery media, or restore your computer to its factory state. Performing these standard
procedures can return your computer to a working state faster.
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least 70%
charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning any recovery process.
ENWW 197
Backing up information and creating recovery media
These methods of creating recovery media and backups are available on select products only.
Using Windows tools for backing up

HP recommends that you back up your information immediately after initial setup. You can do this task either
using Windows Backup locally with an external USB drive or using online tools.
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule
regular backups to avoid information loss.
NOTE: If computer storage is 32 GB or less, Microsoft System Restore is disabled by default.
Using the HP Cloud Recovery Download Tool to create recovery media (select products
only)
You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive.
For details:
▲ Go to http://www.hp.com/support, search for HP Cloud Recovery, and then select the result that matches
the type of computer that you have.
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
IMPORTANT: HP recommends that you follow the Restoring and recovery methods on page 199 to restore your
computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to a
working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the operating
system software released since your initial purchase can be a lengthy process.
198 Chapter 9 Backing up, restoring, and recovering ENWW

Restoring and recovering your system
You have several tools available to recover your system both within and outside of Windows if the desktop
cannot load.
HP recommends that you attempt to restore your system using the Restoring and recovery methods
on page 199.
Creating a system restore

System Restore is available in Windows. The System Restore software can automatically or manually create
restore points, or snapshots, of the system files and settings on the computer at a particular point.
When you use System Restore, it returns your computer to its state at the time you made the restore point. Your
personal files and documents should not be affected.
Restoring and recovery methods

After you run the first method, test to see whether the issue still exists before you proceed to the next method,
which might now be unnecessary.
1. Run a Microsoft System Restore.
2. Run Reset this PC.
3. Recover using HP Recovery media. For more information, see Recovering using HP Recovery media
on page 199.
For more information about the first two methods, see the Get Help app:
Select the Start button, select the Get Help app, and then enter the task you want to perform.
NOTE: You must be connected to the internet to access the Get Help app.
Recovering using HP Recovery media

You can use HP Recovery media to recover the original operating system and software programs that were
installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud
Recovery Download Tool.
For details, see Using the HP Cloud Recovery Download Tool to create recovery media (select products only)
on page 198.
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
To recover your system:
▲ Insert the HP Recovery media, and then restart the computer.
NOTE: HP recommends that you follow the Restoring and recovery methods on page 199 to restore your
computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to a
working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the operating
system software released since your initial purchase can be a lengthy process.
ENWW Restoring and recovering your system 199

Changing the computer boot order
If your computer does not restart using the HP Recovery media, you can change the computer boot order, the
order of devices listed in BIOS for startup information. You can select an optical drive or a USB flash drive,
depending on the location of your HP Recovery media.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
To change the boot order:
1. Insert the HP Recovery media.
2. Access the system Startup menu.
● For computers or tablets with keyboards attached, turn on or restart the computer or tablet, quickly
press esc, and then press f9 for boot options.
● For tablets without keyboards, turn on or restart the tablet, quickly press and hold the volume up
button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly press and hold the volume down button, and then select f9.
3. Select the optical drive or USB flash drive from which you want to boot, and then follow the on-screen
instructions.
Using HP Sure Recover (select products only)

Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the hardware
and software. HP Sure Recover can fully restore the HP OS image without installed recovery software.
Using HP Sure Recover, an administrator or user can restore the system and install:
● Latest version of the operating system
● Platform-specific device drivers
● Software applications, in the case of a custom image
To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support. Follow the on-
screen instructions to find your product and locate your documentation.
200 Chapter 9 Backing up, restoring, and recovering ENWW

10 Using HP PC Hardware Diagnostics
You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running
properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI
(Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics UEFI,
a firmware feature.
Downloading the HP PC Hardware Diagnostics Windows from the

Microsoft Store
You can download the HP PC Hardware Diagnostics Windows from the Microsoft Store.
1. Select the Microsoft Store app on your desktop or enter Microsoft Store in the taskbar search box.
2. Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box.
3. Follow the on-screen directions.
The tool downloads to the selected location.
Customizing Remote HP PC Hardware Diagnostics UEFI settings

Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform several
customizations.
● Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
● Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP
website or from a server that has been preconfigured for use. Your computer does not require the
traditional local storage (such as a hard drive or USB flash drive) to run remote diagnostics.
● Set a location for storing the test results. You can also set the user name and password that you use for
uploads.
● Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
ENWW Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store 201
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.
202 Chapter 10 Using HP PC Hardware Diagnostics ENWW

11 Specifications
This chapter provides specifications for your computer.
Computer specifications
This section provides specifications for your computer. When traveling with your computer, the computer
dimensions and weights, as well as input power ratings and operating specifications, provide helpful information.
Table 11-1 Computer specifications
Metric U.S.
Dimensions
Width 35.7 cm 14.06 in
Depth 24.25 cm 9.55 in
Height (front to back) 2.59 cm 1.02 in
Weight (varies by computer configuration and components) 2.42 kg 5.32 lb
Input power
ENWW Computer specifications 203

Table 11-1 Computer specifications (continued)
Metric U.S.
Operating voltage and current 5 V dc @ 2 A / 12 V dc @ 3 A /15 V dc @ 3 A – 45 W USB-C
5 V dc @ 3 A / 9 V dc @ 3 A / 12 V dc @ 3.75 A /15 V dc @ 3 A – 45 W
USB-C
5 V dc @ 3 A / 9 V dc @ 3 A / 10 V dc @ 3.75 A / 12 V dc @ 3.75 A / 15 V
dc @ 3 A / 20 V dc @ 2.25 A – 45 W USB-C
5 V dc @ 3 A / 9 V dc @ 3 A / 12 V dc @ 5 A / 15 V dc @ 4.33 A / 20 V dc
@ 3.25 A – 65 W USB-C
5 V dc @ 3 A / 9 V dc @ 3 A / 10 V dc @ 5 A / 12 V dc @ 5 A / 15 V dc @
4.33 A / 20 V dc @ 3.25 A – 65 W USB-C
5 V dc @ 3 A / 9 V dc @ 3 A / 10 V dc @ 5 A / 12 V dc @ 5 A / 15 V dc @ 5
A / 20 V dc @ 4.5 A – 90 W USB-C
19.5 V dc @ 2.31 A – 45 W
19.5 V dc @ 3.33 A – 65 W
19.5 V dc @ 4.62 A – 90 W
19.5 V dc @ 6.15 A – 120 W
19.5 V dc @ 6.9 A – 135 W
19.5 V dc @ 7.70 A – 150 W
19.5 V dc @ 10.3 A – 200 W
19.5 V dc @ 11.8 A – 230 W
19.5 V dc @ 16.92 A – 330 W
19.5 V dc @ 3.33 A – 65 W
19.5 V dc @ 4.62 A – 90 W
19.5 V dc @ 7.70 A – 150 W
19.5 V dc @ 10.3 A – 200 W
Temperature
Operating 5°C to 35°C 41°F to 95°F
Nonoperating –20°C to 60°C –4°F to 140°F
Relative humidity (noncondensing)
Operating 10% to 90%
Nonoperating 5% to 95%
Maximum altitude (unpressurized)
Operating –15 m to 3,048 m –50 ft to 10,000 ft
Nonoperating –15 m to 12,192 m –50 ft to 40,000 ft
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of
temperatures.
204 Chapter 11 Specifications ENWW

39.6 cm (15.6 in) display specifications
This section provides specifications for your display.
Table 11-2 Display specifications
Metric U.S.
Active diagonal size 39.6 cm 15.6 in
Resolution 1920 × 1080 (FHD)
3840 × 2160 (UHD)
Surface treatment Antiglare (FHD, UHD panels)
Brightview (UHD panel)
Brightness 300 nits (FHD, sRGB panels)
550 nits (UHD panel)
Viewing angle UWVA
Backlight WLED
Display panel interface eDP
Hard drive specifications

This section provides specifications for your hard drives.
Table 11-3 Hard drive specifications
2 TB 1 TB 500 GB
Dimensions
Height 7.0 mm 7.0 mm 7.0 mm
Width 70 mm 70 mm 70 mm
Weight 107 g max 107 g max 107 g max
Interface type SATA SATA SATA
Transfer rate 300 MB/s 300 MB/s 300 MB/s
Security ATA security ATA security ATA security
Seek times (typical read, including setting)
Single track 1.5 ms 1.1 ms 1.1 ms
Average 12.0 ms 12.0 ms 12.0 ms
Maximum 22.0 ms 21.0 ms 21.0 ms
Logical blocks [TBD] [TBD] 976,752,240
Disk rotational speed 5400 rpm 7200 rpm 7200 rpm
Operating temperature 0°C to 60°C (0°F to 140°F) 0°C to 60°C (0°F to 140°F) 0°C to 60°C (0°F to 140°F)
ENWW 39.6 cm (15.6 in) display specifications 205

Table 11-3 Hard drive specifications (continued)
2 TB 1 TB 500 GB
*Size refers to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications can differ slightly.
NOTE: Certain restrictions and exclusions apply. Contact support for details.
Solid-state drive specifications (SATA-3)

This section provides specifications for your solid-state drive.
Table 11-4 Solid-state drive specifications
256 GB*
Dimensions
Height 1.35 mm
Weight < 10 g
Interface type SATA-3
Ready time, maximum (to not busy) 1.0 ms
Access times, logical 0.1 ms
Transfer rate up to 540 MB/s
Total logical sectors 234,441,648
Operating temperature 0°C to 70°C (32°F to 158°F)
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may
differ slightly.
Solid-state drive specifications

This section provides specifications for your solid-state drives.
Table 11-5 Solid-state drive specifications
256 GB* 512 GB* 1 TB*
Dimensions
Height 1.0 mm 1.0 mm 1.0 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 PCIe PCIe PCIe
Ready time, maximum (to not busy) 1.0 ms < 1.0 ms 1.0 ms
Access times, logical 0.1 ms 0.1 ms 0.1 ms

Table 11-5 Solid-state drive specifications (continued)
256 GB* 512 GB* 1 TB*
Transfer rate
Sequential read up to 2150 MB/s up to 2150 MB/s up to 2150 MB/s
Random read Up to 300,000 IOPs Up to 300,000 IOPs Up to 300,000 IOPs
Sequential write up to 1550 MB/s up to 1550 MB/s up to 1550 MB/s
Random write Up to 100,000 IOPs Up to 100,000 IOPs Up to 100,000 IOPs
Total logical sectors 468,883,296 1,000,215,216 1,500,336,388
Operating temperature 0°C to 70°C (32°F to 158°F)
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
Actual drive specifications may differ slightly.
ENWW Solid-state drive specifications 207

12 Statement of memory volatility
For general information regarding nonvolatile memory in HP Business computers, and to restore nonvolatile
memory that can contain personal data after the system has been turned off and the hard drive has been
removed, use these instructions.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped
from HP, with the following assumptions:
● No subsequent modifications were made to the system.
● No applications, features, or functionality were added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business computer system, personal
data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile
memory. Use the following steps to remove personal data from the computer, including the nonvolatile memory
found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this chapter.
Current BIOS steps

Use these instructions to restore nonvolatile memory.
1. Follow these steps to restore the nonvolatile memory that can contain personal data. Restoring or
reprogramming nonvolatile memory that does not store personal data is neither necessary nor
recommended.
a. Turn on or restart the computer, and then quickly press esc.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults. The
computer restarts.
c. During the restart, press esc while the "Press the ESC key for Startup Menu" message is displayed at
the bottom of the screen.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes to
restore security level defaults. The computer reboots.
ENWW 209
e. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at
f. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection
to return to the prior menu.
g. 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, and then clear the check box for
DriveLock password on restart. Select OK to proceed.
h. Select the Main menu, and then select Reset BIOS Security to factory default. Select Yes at the
warning message. The computer reboots.
i. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at
j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and
then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM), fingerprint reader, or both,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor.
Press or tap f1 to accept or f2 to reject.
l. Remove all power and system batteries for at least 24 hours.
2. Complete one of the following:
● Remove and retain the storage drive.
– or –
● Clear the drive contents by using a third-party utility designed to erase data from an SSD.
– or –
● Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
If you clear data using Secure Erase, you cannot recover it.
b. Select the Security menu and scroll down to the esc menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and then
follow the on-screen instructions to continue.
– or –
Clear the contents of the drive using the following Disk Sanitizer commands steps:
210 Chapter 12 Statement of memory volatility ENWW

i. Turn on or restart the computer, and then quickly press esc.
ii. Select the Security menu and scroll down to the Utilities menu.
iii. Select Hard Drive Utilities.
iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear,
and then follow the on-screen instructions to continue.
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer
into an AC outlet before starting.
Nonvolatile memory usage

Use this table to troubleshooting nonvolatile memory usage.
Table 12-1 Troubleshooting steps for nonvolatile memory usage
Does this Does this

memory memory
store retain data What is the
Nonvolatile customer when power purpose of this How is data entered into this How is this memory write-
memory type Amount (Size) data? is removed? memory? memory? protected?
HP Sure Start flash 8 MB No Yes Provides Data cannot be written to this This memory is protected
(select models protected device via the host processor. by the HP Sure Start
only) backup of The content is managed solely Embedded Controller.
critical System by the HP Sure Start
BIOS code, EC Embedded Controller.
firmware, and
critical
computer
configuration
data for select
platforms that
support HP Sure
Start.
For more
information, see
Using HP Sure
Start (select
products only)
on page 215.
Real Time Clock 256 bytes No Yes Stores system RTC battery backed-up CMOS This memory is not write-
(RTC) battery date and time is programmed using protected.
backed-up CMOS and noncritical Computer Setup (BIOS), or by
configuration data. changing the Windows date &
memory time.
Controller (NIC) 64 KB (not No Yes Stores NIC NIC EEPROM is programmed A utility must be used to
EEPROM customer configuration using a utility from the NIC write data to this memory
accessible) and NIC vendor that can be run from and is available from the
firmware. DOS. NIC vendor. Writing data to
this ROM in an
inappropriate manner will
render the NIC non-
functional.
ENWW Nonvolatile memory usage 211

Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued)
Does this Does this

memory memory
DIMM Serial 256 bytes per No Yes Stores memory DIMM SPD is programmed by Data cannot be written to
Presence Detect memory module the memory vendor. this memory when the
(SPD) configuration module, 128 information. module is installed in a
data bytes computer. The specific
programmable write-protection method
(not customer varies by memory vendor.
accessible)
System BIOS 9 MB Yes Yes Stores system System BIOS code is NOTE: Writing data to
BIOS code and programmed at the factory. this ROM in an
computer Code is updated when the inappropriate manner can
configuration system BIOS is updated. render the computer non-
data. Configuration data and functional.
settings are entered using the
Computer Setup (BIOS) or a A utility must be used for
custom utility. writing data to this
memory and is available
on the HP website; go to
http://www.hp.com/
support. Select Find your
product, and then follow
the on-screen
instructions.
Intel Management 1.5 MB or 7 MB Yes Yes Stores Management Engine Code is The Intel chipset is
Engine Firmware Management programmed at the factory. configured to enforce
(present only in Engine Code, Code is updated via Intel hardware protection to
select Elite or Z Settings, secure firmware update utility. block all direct read-write
models. For more Provisioning Unique Provisioning Data can access to this area. An
information, go to Data and iAMT be entered at the factory or by Intel utility must be used
http://www.hp.com/ third-party data an administrator using the for updating the firmware.
support. Select store. Management Engine (MEBx) Only firmware updates
Identify your setup utility. The third-party digitally signed by Intel
product for data store contents can be can be applied using this
manuals and populated by a remote utility.
specific product management console or local
information, and applications that have been
then follow the on- registered by an administrator
screen to have access to the space.
instructions.)
Bluetooth flash 2 megabits No Yes Stores Bluetooth flash is A utility must be used for
(select products Bluetooth programmed at the factory. writing data to this
only) configuration Tools for writing data to this memory and is made
and firmware. memory are not publicly available through newer
available but can be obtained versions of the driver
from the silicon vendor. whenever the flash
requires an upgrade.
802.11 WLAN 4 kilobits to 8 No Yes Stores 802.11 WLAN EEPROM is A utility must be used for
EEPROM kilobits configuration programmed at the factory. writing data to this
and calibration Tools for writing data to this memory and is typically
data. memory are not made public. not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.

Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued)
Does this Does this

memory memory
Camera (select 64 kilobits No Yes Stores camera Camera memory is A utility must be used for
products only) configuration programmed using a utility writing data to this
and firmware. from the device manufacturer memory and is typically
that can be run from not made available to the
Windows. public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader 512 KB flash Yes Yes Stores Fingerprint reader memory is Only a digitally signed
(select products fingerprint programmed by user application can make the
only) templates. enrollment in HP ProtectTools call to write to the flash.
Security Manager.
Questions and answers

Use this section to answer your questions about nonvolatile memory.
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: The restore defaults feature does not securely erase any data on your hard drive. See
question and answer 6 for steps to securely erase data.
The restore defaults feature does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
b. Select Main, and then select Apply Factory Defaults and Exit.
ENWW Questions and answers 213

c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2. What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between
the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports
much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure runtime environment that supports a Graphic User Interface (GUI). In this environment,
you can use either a pointing device (touch screen, touchpad, pointing stick, or USB mouse) or the keyboard
to navigate and make menu and configuration selections. The UEFI BIOS also contains basic system
diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the runtime environment allows
the loading and execution of software programs from storage devices to provide more functionality, such
as advanced hardware diagnostics (with the ability to display more detailed system information) and
advanced firmware management and recovery software.
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.
3. Where is the UEFI BIOS located?
The UEFI BIOS is located on a flash memory chip. You must use a utility to write to the chip.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How
would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number, data
width, speed and timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. You cannot write to this EEPROM when the memory module is
installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory module
is not installed in a computer. Various third-party tools are available to read SPD memory.
5. What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6. How can the BIOS security be reset to factory defaults and erase the data?
IMPORTANT: Resetting results in the loss of information.
These steps do not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
b. Select Main, and then select Reset Security to Factory Defaults.

c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, disabling Secure Boot does not clear the keys. You
must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure that
you used to create the Custom Secure Boot Keys, but select to clear or delete all Secure Boot Keys.
b. Select the Security menu, select Secure Boot Configuration, and then follow the on-screen
instructions.
c. At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and then
follow the on-screen instructions to continue.
Using HP Sure Start (select products only)

Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption.
If the BIOS becomes corrupted or is attacked, HP Sure Start restores the 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. Advanced
users can customize the default configuration.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support.
ENWW Using HP Sure Start (select products only) 215

13 Power cord set requirements
This chapter provides power cord requirements for countries and regions.
The wide-range input feature of the computer permits it to operate from any line voltage from 100 V ac to 120 V
ac, or from 220 V ac to 240 V 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.
Power cord sets for use in other countries or regions must meet the requirements of the country and region
where the computer is used.
Requirements for all countries

These power cord requirements are applicable to all countries and regions.
● The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft).
● All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in the
country or region where the power cord set will be used.
● The power cord sets must have a minimum current capacity of 10 A and a nominal voltage rating of 125 V
ac or 250 V ac, as required by the power system of each country or region.
● The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet
C13 connector for mating with the appliance inlet on the back of the computer.
Requirements for specific countries and regions

To determine power cord requirements for specific countries and regions, use this table.
Table 13-1 Power cord requirements for specific countries and regions
Country/region Accredited agency Applicable note number
Argentina IRAM 1
Australia SAA 1
Austria OVE 1
Belgium CEBEC 1
Brazil ABNT 1
Canada CSA 2
ENWW 217
Table 13-1 Power cord requirements for specific countries and regions (continued)
Chile IMQ 1
Denmark DEMKO 1
Finland FIMKO 1
France UTE 1
Germany VDE 1
India BIS 1
Israel SII 1
Italy IMQ 1
Japan JIS 3
The Netherlands KEMA 1
New Zealand SANZ 1
Norway NEMKO 1
The People's Republic of China CCC 4
Saudi Arabia SASO 7
Singapore PSB 1
South Africa SABS 1
South Korea KTL 5
Sweden SEMKO 1
Switzerland SEV 1
Taiwan BSMI 6
Thailand TISI 1
The United Kingdom ASTA 1
218 Chapter 13 Power cord set requirements ENWW

Table 13-1 Power cord requirements for specific countries and regions (continued)
The United States UL 2
1. The flexible cord must be Type HO5VV-F, 3-conductor, 0.75 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.
2. The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type
with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on
each element.
3. The appliance coupler, flexible cord, and wall plug must bear a T mark and registration number in accordance with the Japanese
Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-
pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.
4. The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall plug)
must bear the CCC certification mark.
5. The flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² conductor size. KTL logo and individual approval number must be
on each element. Approval number and logo must be printed on a flag label.
6. The flexible cord must be Type HVCTF 3-conductor, 1.25 mm² conductor size. Power cord set fittings (appliance coupler, cable, and
wall plug) must bear the BSMI certification mark.
7. For 127 V ac, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V ac), with UL and
CSA or C-UL marks. For 240 V ac, the flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² or 1.00 mm² conductor size, with
plug BS 1363/A with BSI or ASTA marks.
ENWW Requirements for specific countries and regions 219

220 Chapter 13 Power cord set requirements ENWW
14 Recycling
When a nonrechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the
battery in general household waste. 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 website at http://www.hp.com/recycle.
ENWW 221
222 Chapter 14 Recycling ENWW
Index
A camera E
AC adapters, spare part numbers 33 identifying 7 electrostatic discharge (ESD) 35, 38
action keys camera light, identifying 7 preventing damage 35, 38, 39
touchpad 14 camera privacy cover, identifying 7 esc key, identifying 14
ambient light sensor, identifying 7 caps lock light, identifying 12
audio-out (headphone)/audio-in card reader board F
(microphone) combo jack, removal 85 fan/heat sink assembly
identifying 5, 6 spare part number 85 removal 86
cautions spare part numbers 86
B electrostatic discharge 35, 38 fingerprint reader module
backup, creating 197 components removal 77
backups 197, 198 bottom 16 spare part numbers 77
battery light 5 display 7 fingerprint reader module bracket
beam connector keyboard 9 removal 78
removal 92 label 19 spare part number 78
spare part number 92 left side 6 fingerprint reader module cable
BIOS rear 18 illustrated 32
determining version 194 right side 5 removal 76
downloading an update 195 top cover 17 spare part number 32, 76
starting the Setup Utility 193 touchpad 10 fingerprint reader, identifying 13
updating 194 touchpad settings 11 fn key, identifying 14
boot order, changing 200 computer major components 23 fn lock light, identifying 12
bottom case computer specifications 203
removal 73 connector, power 5 G
spare part number 73 connectors graphics card
Bracket Kit Dual-Mode DisplayPort 5 removal 95
spare part number 28 spare part numbers 95
buttons D grounding methods 35, 38, 39
center pointing stick 11 display guidelines
center touchpad 11 specifications 203, 205 packaging 35, 40
left pointing stick 11 display assembly transporting 35, 40
left touchpad 11 illustrated 24 workstation 35, 36
power 13 removal 90
right pointing stick 11 spare part numbers 24, 90 H
right touchpad 11 display components 7 hard drive
Dual-Mode DisplayPort, identifying 5 removal 48
C spare part numbers 31, 48
Cable Kit specifications 203, 205
spare part number 32
ENWW Index 223

hard drive cable L NFC module cable
illustrated 32 label components 19 illustrated 32
removal 79 latches removal 82
spare part number 31, 32, 79 service door release 16 spare part number 32, 82
Hard Drive Hardware Kit left side components 6 nonvolatile memory 209
spare part number 31 lights num lk light 12
HDMI port, identifying 5 AC adapter and battery 5
hot keys battery 5 P
break 16 camera 7 packaging guidelines 35, 40
pause 16 caps lock 12 pointing device, product description
programming query 16 fn lock 12 3
scroll lock 16 microphone mute 12 pointing stick buttons
using 16 num lk 12 identifying 11
HP PC Hardware Diagnostics Windows power 12 pointing stick, identifying 11
downloading 201 privacy key 12 ports
HP Recovery media RJ-45 (network) 6 Dual-Mode DisplayPort 5
recovery 199 HDMI 5
HP Sure Recover 200 M USB SuperSpeed 6
HP Sure Start 209, 215 memory USB SuperSpeed port with HP
HP TamperLock 18 nonvolatile 209 Sleep and Charge 6
volatile 209 USB Type-C Thunderbolt port with
I memory card reader, identifying 5 HP Sleep and Charge 5
I/O board memory module power button, identifying 13
removal 102 removal 55, 62 power connector
spare part numbers 102 memory module 1 identifying 5
illustrated parts catalog 23 removal 62 power cord
integrated numeric keypad, memory module 2 requirements for all countries
identifying 14 removal 55 217
internal microphone, identifying 17 memory module 3 requirements for specific countries
internal microphones, identifying 7 removal 62 and regions 217
memory module 4 set requirements 217
J removal 55 power cords, spare part numbers 33
jacks memory module compartment cover power lights 12
audio-out (headphone)/audio-in removal 56, 63 privacy key light 12
(microphone) combo 5 spare part number 56, 64 product description
network 6 memory module cover keyboard 3
RJ-45 (network) 6 illustrated 28 pointing device 3
spare part number 28
K memory modules R
keyboard spare part numbers 55, 62 recovery 197, 199
product description 3 microphone mute light, identifying discs 199
removal 58 12 media 199
spare part numbers 58 USB flash drive 199
keyboard components 9 N recovery media 198
keypad Near Field Communications (NFC) creating using HP Cloud Recovery
integrated numeric 14 11 Download Tool 198
keys network jack, identifying 6 creating using Windows tools
esc 14 NFC module 198
fn 14 removal 83
num lk 14 spare part number 83
Windows 14
224 Index ENWW

Remote HP PC Hardware Diagnostics solid-state drive 3 touchpad zone, identifying 11
UEFI settings removal transporting guidelines 35, 40
customizing 201 removal 46 turning on
removal and replacement solid-state drive 4 touchpad 11
procedures 43, 72 removal 46
removing personal data from volatile solid-state drive carrier U
system memory 209 removal 47 USB SuperSpeed port with HP Sleep
restoring 197 solid-state drive compartment cover and Charge, identifying 6
right side components 5 illustrated 28 USB SuperSpeed port, identifying 6
RJ-45 (network) jack, identifying 6 removal 67 USB Type-C Thunderbolt port with HP
RJ-45 (network) lights, identifying 6 spare part number 28, 68 Sleep and Charge, identifying 5
solid-state drive cover
S removal 54 V
Screw Kit, spare part number 33 spare part number 54 vent, identifying 18
SD card board Solid-state Drive Hardware Kit vents, identifying 16
removal 75 spare part number 28, 31 video
spare part number 75 speaker Dual-Mode DisplayPort 5
SD card board cable removal 104
illustrated 32 spare part number 104 W
removal 74 speakers, identifying 13 webcam/microphone module cable
spare part number 32, 74 special keys, using 14 illustrated 32
SD card slot bezel specifications spare part number 32
removal 76 computer 203 Windows
spare part number 76 display 203, 205 backup 197
security cable slot, identifying 6 hard drive 203, 205 recovery media 197
security lock bracket solid-state drive 206 system restore point 198
installation 104 static electricity 35, 38 Windows key, identifying 14
spare part number 104 system board Windows tools, using 198
service cover removal 96 wireless antennas, identifying 7
removal 44 spare part numbers 96 WLAN antennas, identifying 7
spare part number 44 system memory, removing personal WLAN module
service door release latch 16 data from volatile 209 removal 50
service door security screw 16 system restore 199 spare part numbers 50
settings system restore point, creating 198 WLAN module shield
touchpad 11 removal 99
SIM card, inserting 20 T spare part number 99
slots TamperLock 18 workstation guidelines 35, 36
security cable 6 touchpad WWAN antennas, identifying 7
smart card 6 removal 81 WWAN module
smart card slot, identifying 6 settings 11 removal 51
solid-state drive spare part numbers 81 spare part number 51
removal 46, 53, 66 touchpad buttons WWAN module shield
spare part numbers 31, 46, 53, identifying 11 removal 99
66 touchpad cable spare part number 99
specifications 206 illustrated 32
solid-state drive 1 removal 80
removal 66 spare part number 32, 80
solid-state drive 2 touchpad components 10
removal 53 touchpad settings 11
touchpad turning on 11
ENWW Index 225

226 Index ENWW

Maintenance and Service Guide

Uploaded by

Copyright:

Available Formats

Maintenance and Service Guide

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Maintenance and Service Guide

Uploaded by

Copyright:

Available Formats

Maintenance and Service Guide

The information contained herein is subject to

First Edition: September 2020

Document Part Number: M21411-001

1 Product description .................................................................................................................................................................................. 1

3 Illustrated parts catalog ........................................................................................................................................................................ 23

4 Removal and replacement procedures preliminary requirements ................................................................................................ 35

5 Removal and replacement procedures for Customer Self-Repair parts ....................................................................................... 43

7 Troubleshooting guide ........................................................................................................................................................................ 107

8 Using Setup Utility (BIOS) .................................................................................................................................................................... 193

9 Backing up, restoring, and recovering .............................................................................................................................................. 197

10 Using HP PC Hardware Diagnostics ................................................................................................................................................ 201

11 Specifications ..................................................................................................................................................................................... 203

12 Statement of memory volatility ...................................................................................................................................................... 209

13 Power cord set requirements .......................................................................................................................................................... 217

14 Recycling ............................................................................................................................................................................................. 221

Index ........................................................................................................................................................................................................... 223

This table provides detailed product information.

Table 1-1 Product components and their descriptions

Product Name HP ZBook Fury 15 G7 Mobile Workstation

Graphics controller AMD® Radeon™ F19M-E85-70 graphics controller

AMD Radeon R19M-E85-70 graphics controller

NVIDIA® Quadro® N19P-Q1 graphics controller

NVIDIA Quadro N19P-Q3 graphics controller

NVIDIA Quadro N19E-Q3 graphics controller

NVIDIA Quadro N19E-Q5 graphics controller

NVIDIA Quadro N19E-Q1-KD-A1 graphics controller

AMD Radeon RX 5500M graphics card with 4 GB memory

NVIDIA Quadro RTX 3000 graphics card with 6 GB memory

NVIDIA Quadro RTX 4000 graphics card with 8 GB memory

NVIDIA Quadro RTX 5000 graphics card with 16 GB memory

NVIDIA Quadro T1000 graphics card with 4 GB memory

NVIDIA Quadro T2000 graphics card with 4 GB memory

Memory Four customer-accessible memory module slots supporting up to 128 GB of RAM

DDR4-2666 dual-channel support

Supports the following configurations:

● 128 GB (32 × 4 @ DDR4-2666 1.2 V SODIMM)

● 64 GB (32 × 2 or 16 × 4 @ DDR4-2666 1.2 V SODIMM)

● 64 GB (16 × 4 @ DDR4-2666 1.2 V SODIMM ECC)

● 32 GB (32 × 1 or 16 × 2 or 8 × 4 @ DDR4-2666 1.2 V SODIMM)

● 32 GB (32 × 1 or 16 × 2 @ DDR4-2666 1.2 V SODIMM ECC)

● 16 GB (16 × 1 or 8 × 2 @ DDR4-2666 1.2 V SODIMM)

● 16 GB (16 × 1 or 8 × 2 @ DDR4-2666 1.2 V SODIMM ECC)

● 8 GB (8 × 1 @ DDR4-2666 1.2 V SODIMM)

● 8 GB (8 × 1 @ DDR4-2666 1.2 V SODIMM ECC)

● 1 TB, M.2 2280, PCIe-3×4, NVMe, SS solid-state drive with TLC

2 Chapter 1 Product description ENWW

Hard drives, SATA, 6.35 cm (2.5 in), 7.0 mm (0.28 in):

● 2 TB, 5400 RPM

● 1 TB, 7200 RPM

● 500 GB, 7200 RPM

Audio and video Integrated HD Camera: (on select models)

Infrared (on select models)

Dual-array, world-facing, digital microphone

Wireless Wireless Local Area Network (WLAN)

Near field NFC Mirage WNC XRAV-1

Power requirements Battery: 8 cell, 94 WHr long life, PL Fast Charge

150 watt AC adapter HP Smart (PFC, slim barrel, 4.5 mm)

C13 premium, 1.0 m, with tag