HP Zbook Firefly 14 G9 Service Manual

Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
Legal information
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L.P.
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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: March 2022
Document Part Number: N09570-001

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.
iii
Important notice about Customer Self-Repair parts
Your computer includes Customer Self-Repair parts and parts that should be accessed by only an authorized
service provider.
IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details.
Accessing parts described in "Removal and replacement procedures for authorized service provider parts"
can damage the computer or void your warranty.
iv Important notice about Customer Self-Repair parts

Table of contents
1 Product description................................................................................................................................................................1
2 Components ...........................................................................................................................................................................7
Locating hardware .............................................................................................................................................................7
Locating software..............................................................................................................................................................7
Right...................................................................................................................................................................................7
Left.....................................................................................................................................................................................8
Display ...............................................................................................................................................................................9
Low blue light mode (select products only) ..............................................................................................................9
Keyboard area..................................................................................................................................................................10
Touchpad .................................................................................................................................................................11
Touchpad settings ...........................................................................................................................................11
Adjusting touchpad settings ...................................................................................................................11
Turning on the touchpad .........................................................................................................................11
Touchpad components ....................................................................................................................................11
Lights .......................................................................................................................................................................12
Button and fingerprint reader .................................................................................................................................13
Special keys .............................................................................................................................................................15
Action keys...............................................................................................................................................................16
Hot keys (select products only) ...............................................................................................................................18
Bottom .............................................................................................................................................................................18
Rear .................................................................................................................................................................................19
Labels...............................................................................................................................................................................20
Using a SIM card (select products only)...........................................................................................................................21
Determining the correct SIM card size for your computer......................................................................................21
Inserting a nano SIM card ........................................................................................................................................21
3 Illustrated parts catalog ......................................................................................................................................................23

Computer major components..........................................................................................................................................23
Display assembly subcomponents..................................................................................................................................27
Bracket kit........................................................................................................................................................................28
Miscellaneous parts.........................................................................................................................................................29
4 Removal and replacement procedures preliminary requirements.....................................................................................35

Tools required ..................................................................................................................................................................35
Service considerations.....................................................................................................................................................35
Plastic parts .............................................................................................................................................................35
Cables and connectors.............................................................................................................................................35
Drive handling..........................................................................................................................................................35
v
Electrostatic discharge information................................................................................................................................36
Generating static electricity ....................................................................................................................................36
Preventing electrostatic damage to equipment .....................................................................................................37
Personal grounding methods and equipment ........................................................................................................37
Grounding the work area .........................................................................................................................................38
Recommended materials and equipment...............................................................................................................38
Cleaning your computer ..................................................................................................................................................39
Enabling HP Easy Clean (select products only) .......................................................................................................39
Removing dirt and debris from your computer.......................................................................................................39
Cleaning your computer with a disinfectant ...........................................................................................................40
Caring for wood veneer (select products only) .......................................................................................................41
Packaging and transporting guidelines ..........................................................................................................................41
Accessing support information .......................................................................................................................................41
5 Removal and replacement procedures for Customer Self-Repair parts.............................................................................44

Component replacement procedures..............................................................................................................................44
Preparation for disassembly ...................................................................................................................................44
Bottom cover ...........................................................................................................................................................44
Battery .....................................................................................................................................................................45
Memory modules.....................................................................................................................................................47
WLAN module ..........................................................................................................................................................48
WWAN module .........................................................................................................................................................50
Solid-state drive ......................................................................................................................................................52
6 Removal and replacement procedures for authorized service provider parts...................................................................54

Component replacement procedures..............................................................................................................................54
Preparation for disassembly ...................................................................................................................................54
Speakers ..................................................................................................................................................................54
Card reader board ....................................................................................................................................................55
Heat sink ..................................................................................................................................................................56
Fan ...........................................................................................................................................................................58
USB board ................................................................................................................................................................59
Fingerprint reader board .........................................................................................................................................60
Audio connector cable .............................................................................................................................................61
Touchpad .................................................................................................................................................................62
RTC battery ..............................................................................................................................................................63
System board...........................................................................................................................................................64
Display assembly.....................................................................................................................................................67
Keyboard with top cover..........................................................................................................................................77
7 Troubleshooting guide.........................................................................................................................................................79
Resources.........................................................................................................................................................................79
General troubleshooting steps........................................................................................................................................80
Identify the issue .....................................................................................................................................................80
1. Understand the issue...................................................................................................................................80
Boot-up sequence ...................................................................................................................................81
Failure classification ................................................................................................................................81
2. Examine the environment ...........................................................................................................................83
vi
3. Perform a visual inspection of hardware ....................................................................................................83
4. Update BIOS and drivers..............................................................................................................................84
Manually updating BIOS and drivers .......................................................................................................84
Remotely deploying the BIOS and drivers...............................................................................................84
Analyze the issue.....................................................................................................................................................84
5. Remove or uninstall recently added hardware, software...........................................................................84
6. HP Hardware Diagnostics and Tools............................................................................................................84
HP PC Hardware Diagnostics (UEFI) ........................................................................................................84
HP BIOS Configuration Utility (BCU) ........................................................................................................86
HP Image Diagnostic Tool........................................................................................................................86
HP Thermal Monitor ................................................................................................................................86
Non HP diagnostics tools ........................................................................................................................87
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages.............................87
Status lights.............................................................................................................................................87
Blinking light codes .................................................................................................................................88
POST error messages ..............................................................................................................................88
Resolve the issue .....................................................................................................................................................89
8. Hard reset ....................................................................................................................................................89
9. Soft reset (Default Settings) .......................................................................................................................90
10. Reseat cables and connections .................................................................................................................91
11. Test with minimum configuration .............................................................................................................91
Essential hardware configuration ...........................................................................................................92
Safe mode................................................................................................................................................92
12. Test with verified working configuration (hardware or operating system)..............................................93
13. Replace the system board.........................................................................................................................93
Verify solution .........................................................................................................................................................94
Helpful Hints ....................................................................................................................................................................94
At startup.................................................................................................................................................................94
During operation......................................................................................................................................................94
Consulting with HP Service......................................................................................................................................95
Common issues and possible solutions ..........................................................................................................................96
Power-on issues ......................................................................................................................................................96
No power..........................................................................................................................................................96
Intermittent power-on, shutdown, reboot .....................................................................................................98
AC adapter issue ..............................................................................................................................................99
Battery not recognized, not charging .............................................................................................................99
Battery discharges too fast ...........................................................................................................................102
Burnt smell ....................................................................................................................................................102
POST.......................................................................................................................................................................103
No video (with power)....................................................................................................................................103
Blinking lights ................................................................................................................................................104
Diagnostic error messages............................................................................................................................105
BIOS password ...............................................................................................................................................105
Performance (OS) ..................................................................................................................................................106
Intermittent shutdown ..................................................................................................................................106
Blue screen ....................................................................................................................................................108
Freeze at Windows Logo (hang or lockup) ....................................................................................................109
Electromagnetic Interference (EMI) ..............................................................................................................110
vii
No wake up ....................................................................................................................................................111
Unresponsive .................................................................................................................................................112
Slow performance .........................................................................................................................................113
HP Smart Adapter warning message ............................................................................................................113
Incorrect time and date .................................................................................................................................114
Display ...................................................................................................................................................................115
Display anomalies .........................................................................................................................................115
Symptom ...............................................................................................................................................115
Quick check............................................................................................................................................116
HP PC Hardware Diagnostics (UEFI) for video test................................................................................116
Display assembly diagram ....................................................................................................................116
Dead pixel ......................................................................................................................................................117
No video (internal).........................................................................................................................................117
No video (external) ........................................................................................................................................117
DisplayPort/VGA ............................................................................................................................................118
HDMI...............................................................................................................................................................118
No or bad external video via docking............................................................................................................119
Incorrect or missing color/distorted image...................................................................................................119
Touch screen..................................................................................................................................................120
I/O devices..............................................................................................................................................................121
Keyboard........................................................................................................................................................121
Keyboard pointing stick (select products only).............................................................................................122
Keyboard backlight........................................................................................................................................123
Touchpad .......................................................................................................................................................123
Network connectivity (RJ-45 jack) ................................................................................................................124
Network connectivity wireless (WLAN) .........................................................................................................124
WWAN ............................................................................................................................................................125
USB.................................................................................................................................................................125
Smart card reader..........................................................................................................................................126
Speaker, headphone - audio issues...............................................................................................................127
Thunderbolt (TB) ...........................................................................................................................................128
Storage...................................................................................................................................................................129
Hard drive or solid-state drive not recognized .............................................................................................130
No boot to operating system (no read-write error) ......................................................................................131
Read-write error ............................................................................................................................................132
Slow performance .........................................................................................................................................132
Blue screen (BSOD) error ...............................................................................................................................133
Noisy hard drive.............................................................................................................................................133
Mechanical .............................................................................................................................................................134
Noise (sound).................................................................................................................................................134
Fan runs constantly .......................................................................................................................................134
Thermal shutdown (hot)................................................................................................................................136
Additional information ..................................................................................................................................................136
Acronyms ...............................................................................................................................................................136
Blinking lights and boot error codes .....................................................................................................................137
Processor not executing code .......................................................................................................................138
BIOS recovery code unable to find valid BIOS recovery image .....................................................................138
Memory module error ...................................................................................................................................138
viii
Graphics Controller Error (No Controller) ......................................................................................................138
Failure System Board Error............................................................................................................................139
Intel Trusted Execution Technology (TXT) Error ...........................................................................................139
Sure Start unable to find valid BIOS Boot Block image .................................................................................139
Sure Start has identified a problem (Manual Recovery Policy Set) ..............................................................139
POST error messages and user actions.................................................................................................................140
Routine maintenance for performance improvement..........................................................................................142
Common blue screen error messages...................................................................................................................142
Error message list..........................................................................................................................................142
Bug check symbolic names ...........................................................................................................................143
Microsoft general troubleshooting of Windows bug check codes................................................................143
Use Windows Debugging Tool ...............................................................................................................................143
Windows Software Development Kit (SDK)...................................................................................................144
Display issue: pixel anomalies ..............................................................................................................................147
Cable management................................................................................................................................................149
Connector types.....................................................................................................................................................149
Flex cable .......................................................................................................................................................149
Horizontal cable insertion .............................................................................................................................150
Multiple-pin horizontal connector (LVDS cable to display panel).................................................................150
Multiple-pin vertical connector (LVDS cable to system board).....................................................................151
8 Using Setup Utility (BIOS) ..................................................................................................................................................152

Starting Setup Utility (BIOS) ..........................................................................................................................................152
Updating Setup Utility (BIOS) ........................................................................................................................................152
Determining the BIOS version ...............................................................................................................................152
Preparing for a BIOS update ..................................................................................................................................153
Downloading a BIOS update ..........................................................................................................................153
Installing a BIOS update ................................................................................................................................153
9 Computer Setup (BIOS), TPM, and HP Sure Start...............................................................................................................155

Using Computer Setup...................................................................................................................................................155
Navigating and selecting in Computer Setup .......................................................................................................155
Restoring factory settings in Computer Setup .....................................................................................................155
Updating the BIOS..................................................................................................................................................156
Determining the BIOS version .......................................................................................................................156
Preparing for a BIOS update ..........................................................................................................................156
Downloading a BIOS update ..................................................................................................................157
Installing a BIOS update ........................................................................................................................157
Changing the boot order using the f9 prompt .....................................................................................................157
TPM BIOS settings (select products only) .....................................................................................................................158
Using HP Sure Start (select products only) ...................................................................................................................158
10 Backing up, restoring, and recovering.............................................................................................................................159

Backing up information and creating recovery media ..................................................................................................159
Using Windows tools for backing up .....................................................................................................................159
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)..........................159
Restoring and recovering your system .........................................................................................................................159
Creating a system restore .....................................................................................................................................160
ix
Restoring and recovery methods ..........................................................................................................................160
Recovering using HP Recovery media ...................................................................................................................160
Changing the computer boot order .......................................................................................................................161
Using HP Sure Recover (select products only) ......................................................................................................161
11 Using HP PC Hardware Diagnostics .................................................................................................................................162

Using HP PC Hardware Diagnostics Windows (select products only) ...........................................................................162
Using an HP PC Hardware Diagnostics Windows hardware failure ID code..........................................................162
Accessing HP PC Hardware Diagnostics Windows.................................................................................................162
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only).........162
Accessing HP PC Hardware Diagnostics Windows from Support Assistant..................................................163
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) ..................163
Downloading HP PC Hardware Diagnostics Windows ...........................................................................................163
Downloading the latest HP PC Hardware Diagnostics Windows version from HP .......................................163
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store....................................163
Downloading HP Hardware Diagnostics Windows by product name or number (select products only) .....164
Installing HP PC Hardware Diagnostics Windows .................................................................................................164
Using HP PC Hardware Diagnostics UEFI .......................................................................................................................164
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code .................................................................164
Starting HP PC Hardware Diagnostics UEFI...........................................................................................................165
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ..................................................................165
Downloading the latest HP PC Hardware Diagnostics UEFI version .............................................................165
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)........165
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) .......................................................166
Downloading Remote HP PC Hardware Diagnostics UEFI .....................................................................................166
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ...............................................166
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number ..............................166
Customizing Remote HP PC Hardware Diagnostics UEFI settings ........................................................................166
12 Specifications...................................................................................................................................................................168
Computer specifications ................................................................................................................................................168
35.6 cm (14.0 in) display specifications ........................................................................................................................168
Solid-state drive specifications .....................................................................................................................................169
Solid-state drive specifications (SATA-3) ......................................................................................................................170
13 Statement of memory volatility ......................................................................................................................................171

Current BIOS steps.........................................................................................................................................................171
Nonvolatile memory usage ...........................................................................................................................................173
Questions and answers .................................................................................................................................................175
Using HP Sure Start (select products only) ...................................................................................................................177
14 Power cord set requirements ..........................................................................................................................................178

Requirements for all countries......................................................................................................................................178
Requirements for specific countries and regions .........................................................................................................178
15 Recycling ..........................................................................................................................................................................180
Index ......................................................................................................................................................................................181
x
1 Product description
This table provides detailed product information.
Table 1-1 Product components and their descriptions
Category Description
Product Name HP ZBook Firefly 14 inch G9 Mobile Workstation PC
Processors 12th Generation Intel® Core™ processors
Intel® Core™ i7-1280P, BGA, (1.80 GHz base frequency, 24 Intel Smart Cache, 14 cores, 28 W)
Intel Core i7-1270P, BGA, (1.60 GHz base frequency, 18 MB Intel Smart Cache, 12 cores, 28 W)
Intel Core i7-1265U, BGA, (1.80 GHz base frequency, 12 MB Intel Smart Cache, 12 cores, 15 W)
Graphics Internal graphics
Intel Iris® Xe Graphics
External graphics
NVIDIA® Quadro T550 Mobile
Supports maximum of three independent displays when on the HP USB-C Dock G5; Max resolution = 4 K @ 30
Hz (DisplayPort 1 and DisplayPort 2)
Supports maximum of three independent displays when on the HP Thunderbolt™ Dock 120 W G2 (through
USB-C); Max resolution = 4 K @ 30 Hz (DisplayPort 1 and DisplayPort 2)
Display Display35.6 cm (14.0 in), full high definition (FHD) (1920 × 1080), narrow bezel, ultrawide viewing angle
(UWVA), antiglare, bent, supports privacy filter,
(2560x1600) antiglare, white light-emitting diode (WLED), flat (3.2 mm), 45% National Television Standards
Committee (NTSC), Embedded DisplayPort (eDP) 1.4, 500 nits
(2560x1600) antiglare, white light-emitting diode (WLED), flat (3.2 mm), 45% National Television Standards
(1920 × 1200), antiglare, white light-emitting diode (WLED), flat (3.2 mm), 45% National Television Standards
Committee (NTSC), Embedded DisplayPort (eDP) 1.2, 400 nits, touch-on panel (TOP)
Product description 1
Table 1-1 Product components and their descriptions (continued)
Memory Two customer-accessible memory module slots (small outline dual in-line memory modules (SODIMMs)
supporting up to 64 GB of RAM
DDR4-4800 dual-channel support
low-power double data rate (LPDDR)
Supports the following configurations:
● 64 GB (32 × 2)
● 48 GB (32 + 16)
● 32 GB (16 × 2 or 32 × 1)
● 24 GB (16 + 8)
● 16 GB (8 × 2 or 1 × 16 )
● 8 GB (8 × 1 or 4 × 2)
Primary storage PCIe, (Non-Volatile Memory Express) NVMe, M.2 2280 solid-state drives
● 2 TB, PCIe-4 × 4, NVMe, Three Layer Cell (TLC)
● 1 TB, PCIe-4 × 4, NVMe, TLC
● 512 GB, PCIe, NVMe, value, TLC
● 512 GB, PCIe-4 × 4, SS, TLC, self-encrypted (SED) OPAL2
● 512 GB, PCIe, NVMe, value
● 256 GB, PCIe-4 × 4, SS, TLC
● 256 GB, PCIe-4 × 4, TLC, SED, OPAL2
● 256 GB, PCIe, NVMe, value
eMMC On-board embedded MultiMedia Controller (eMMC v5.0) configurations (MLC/TLC)
32 GB
Audio and video Audio brand: Bang & Olufsen
Dual speakers
Microphone (dual-array)
Discrete amplifiers
Camera (integrated), HD RGB 720p
Camera (integrated), HD RGB 720p + fixed infrared (IR), 5 megapixels
Camera privacy cover
Supports WDR (Wide Dynamic Range)
RJ-45 (network) jack No direct Ethernet support, available via accessories
2 Chapter 1 Product description

Wireless Wireless Local Area Network (WLAN)
Intel Wi-Fi 6E AX211 802.11ax (2 × 2) and Bluetooth 5.2 (non-vPro), M.2 2230
Intel Wi-Fi 6E AX211 802.11ax (2 × 2) and Bluetooth 5.2 (vPro), M.2 2230
Intel Wi-Fi 6E AX211 802.11ax (2 × 2) and Bluetooth 5.2 (vPro), M.2 1216
Compatible with Miracast® devices[
Two WLAN antennas configured at top of panel
Supports HP Connection Optimizer (with data analytics)
Supports Static BIOS specific absorption rate (SAR) for Intel modules and Realtek modules
Supports HP Extended Range Wireless LAN
Supports HP LAN-Wireless Protection (WLAN/LAN/WWAN switching)
Near Field Communication (NFC) (select products only)
NFC Mirage WNC XRAV-1 Near Field Communication Module
NFC antenna
WWAN (select products only)
Intel Patron XMM 7560 R+ LTE-Advanced Pro (Cat 16)
Intel Kavalan LTE 5000 G and GPS, M.2
Sensors Ambient light sensor (ALS)
Hall sensor
Ports HDMI v2.0a
Audio-out (headphone)/audio-in (microphone) combo jack
USB 3.1 Gen 1 Type C (supports HP Sleep & Charge) (2)
USB 3.1 Gen 1 Type A (2)
AC Smart Pin adapter plug
Keyboard/pointing Keyboard
devices
Full size, backlit, 3-coat paint, island style
Full size, not backlit, 3-coat paint, island style
Full size, backlit, 3-coat paint, island style, with privacy
Touchpad
Clickpad with image sensor
Multitouch gestures enabled
Precision touchpad support
Support for Modern Trackpad Gestures
Taps enabled as default
Power requirements Battery
3 cell, 51 Whr, polymer, HP Long Life
HP Fast Charge Technology
Smart AC adapters
280 W, slim barrel, PFC, 7.4 mm
120 W, slim barrel, smart adapter, PFC, 7.4 mm
65 W USB Type-C adapter, PFC, 1.8 mm
65 W, non-PFC, slim, USB Type-C adapter, 1.8 mm
Power cord
C5, 1.0 m (3.3 ft), premium
C5, 1.0 m (3.3 ft), conventional
Security Supports Trusted Platform Module (TPM) 2.0, firmware based
Integrated fingerprint reader
Touch fingerprint sensor (select products only)

Operating system Windows® 10 Enterprise 64
Windows 10 Enterprise 64
Windows 10 Pro 64
Windows 11 Home 64
Windows 11 Home 64 Advanced
Windows 11 Home 64 Advanced Single Language
Windows 11 Home 64 Chinese Market CPPP
Windows 11 Home 64 High-end Chinese Market CPPP
Windows 11 Home 64 Plus
Windows 11 Home 64 Plus Single Language
Windows 11 Home 64 Plus Single Language Africa Market PPP
Windows 11 Home 64 Plus Single Language APAC EM PPP
Windows 11 Home 64 Plus Single Language India Market PPP
Windows 11 Home 64 Plus Single Language Indonesia Market PPP
Windows 11 Home 64 Single Language
Windows 11 Home 64 Single Language Africa Market PPP
Windows 11 Home 64 Single Language APAC EM PPP
Windows 11 Home 64 Single Language India Market PPP
Windows 11 Home 64 Single Language Indonesia Market PPP
Windows 11 Pro 64
Windows 11 Pro 64 Chinese Market
Windows 11 Pro 64 Downgrade Win 10 Pro 64
Windows 11 Pro 64 Downgrade Win 10 Pro 64 High End
Windows 11 Pro 64 Downgrade Win 10 Pro 64 High End Chinese Market
Windows 11 Pro 64 Downgrade Win 10 Pro 64 StF MSNA Standard
Windows 11 Pro 64 High End
Windows 11 Pro 64 High End Chinese Market
Windows 11 Pro 64 StF MSNA Standard
FreeDOS 3.0 Version
Serviceability End user replaceable parts
AC adapter
Memory module
Solid-state drive
WLAN module
WWAN module

2 Components
Your computer features top-rated components. This chapter provides details about your components, where
they are located, and how they work.
Locating hardware
Use these instructions to find out what hardware is installed on your computer.
■ Select the Search icon (select products only) in the taskbar, type device manager in the search box,
and then select the Device Manager app.
A list displays all the devices installed on your computer.
For information about system hardware components and the system BIOS version number, press fn+esc
(select products only).
Locating software
Use these instructions to find out what software is installed on your computer:
■ Right-click the Start button, and then select Apps and Features.
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) SIM card slot (select products only) Supports a wireless subscriber identity module (SIM) card.
(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.
Components 7
Table 2-1 Right-side components and their descriptions (continued)
(3) USB SuperSpeed 5 Gbps port Connects a USB device, provides high-speed data transfer,
and (for select products) charges small devices (such as a
smartphone) when the computer is on or in Sleep mode.
NOTE: Use a standard USB Type-A charging cable or cable

adapter (purchased separately) when charging a small external
device.
(4) 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:
■ Select the Search icon (select products only) in the taskbar,

type HP Documentation in the search box, and then
select HP Documentation.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
Left
Use the illustration and table to identify the components on the left side of the computer.
Table 2-2 Left-side components and their descriptions
(1) 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.
(2) USB SuperSpeed 5 Gbps port Connects a USB device, provides high-speed data transfer, and
charges small devices (such as a smartphone), even when the
computer is off.
NOTE: Use a standard USB Type-A charging cable or cable

device.
8 Chapter 2 Components
Table 2-2 Left-side components and their descriptions (continued)
(3) USB Type-C® power connector and Connect AC adapters that have a USB Type-C connector,
Thunderbolt™ ports with HP Sleep and Charge supplying power to the computer and, if needed, charging the
and DisplayPort™ output (2) computer battery.
– and –
Connect USB devices, provide high-speed data transfer, and

charge small devices (such as a smartphone), even when the
computer is off.
NOTE: Use a standard USB Type-C charging cable or cable

device.
– and –
Connect display devices that have a USB Type-C connector,

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

docking station.
(4) Battery light When AC power is connected:
● White: The battery charge is greater than 90 percent.
● Amber: The battery charge is from 0 to 90 percent.
● 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.
(5) Smart card reader (select products only) Supports optional smart cards.
Display
Use the illustration and table to identify the display components.
NOTE: Refer to the illustration that most closely matches your computer.
Low blue light mode (select products only)

Your computer display is shipped from the factory in low blue light mode for improved eye comfort and safety.
Also, blue light mode automatically adjusts blue light emissions when you are using the computer at night or
for reading.
WARNING! To reduce the risk of serious injury, read the Safety & Comfort Guide. It describes proper
workstation setup and proper posture, health, and work habits for computer users. The Safety & Comfort
Guide also provides important electrical and mechanical safety information. The Safety & Comfort Guide is
available on the web at http://www.hp.com/ergo.
Display 9
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) Ambient light and color sensor Adjusts the brightness of the display, depending on the ambient light,
and manages and controls the color temperature. Color temperature
enables you to measure and adjust the warmth or coolness of the
light source.
(4) Internal microphones (2) Record sound.
(5) Camera light(s) (select products only) On: One or more cameras are in use.
(6) 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.
(7) 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.
*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.
■ Select the Search icon (select products only) in the taskbar, type HP Documentation in the search box, and then select HP
Documentation.
Keyboard area
Keyboards can vary by language.
NOTE: The keyboard, including the function keys and power button (select products only), is disabled in
stand, tent, and tablet modes. To enable the keyboard, including the power button, change to the clamshell
mode.
Touchpad
The touchpad settings and components are described here.
Touchpad settings
You learn how to adjust the touchpad settings and components here.
Adjusting touchpad settings

Use these steps to adjust touchpad settings and gestures.
1. Select the Search icon (select products only) in the taskbar, type touchpad settings in the search
box, and then press enter.
2. Choose a setting.
Turning on the touchpad

Follow these steps to turn on the touchpad.
1. Select the Search icon (select products only) in the taskbar, type touchpad settings in the search
box, and then press enter.
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.
Touchpad 11
Table 2-4 Touchpad components and their descriptions
(1) Touchpad zone Reads your finger gestures to move the pointer or activate items
on the screen.
(2) Left touchpad button Functions like the left button on an external mouse.
(3) Near Field Communications (NFC) tapping area Allows you to wirelessly share information when you tap it with
and antenna (select products only)* an NFC-enabled device.
(4) 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.
■ Select the Search icon (select products only) in the taskbar, type HP Documentation in the 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) Privacy key light (select products only) On: Privacy screen is on, which helps prevent side-angle viewing.
(2) Mute light ● On: Computer sound is off.
● Off: Computer sound is on.
(3) Microphone mute light ● On: Microphone is off.
● Off: Microphone is on.
(4) 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.
(5) Caps lock light On: Caps lock is on, which switches the key input to all capital
letters.
(6) Fn lock light On: The fn key is locked. For more information, see Hot keys
(select products only) on page 18.
(7) Num lk light On: Num lk is on.
Button and fingerprint reader

Fingerprint readers can be located on the touchpad, on a side panel of the computer, or on the top cover below
the keyboard.
IMPORTANT: To verify that your computer supports fingerprint reader sign-in, select the Search icon (select
products only) in the taskbar, type Sign-in options in the search box, and then follow the on-screen
Button and fingerprint reader 13

instructions. If Fingerprint reader is not listed as an option, then your notebook does not include a
fingerprint reader.
Table 2-6 Button and fingerprint reader and their descriptions
(1) 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, use the Power icon.
● Right-click the Power icon and then, depending on
your product, select Power and sleep settings or Power

Options.
(2) 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.
Table 2-7 Special keys and their descriptions
(1) Action keys Execute frequently used system functions.
See Action keys on page 16.
(2) esc key Displays system information when pressed in combination with
the fn key.
(3) fn key Executes frequently used system functions when pressed in

combination with another key. Such key combinations are called
hot keys.
See Hot keys (select products only) on page 18.
(4) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
Special keys 15
Table 2-7 Special keys and their descriptions (continued)
(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, use the Power icon.
● Right-click the Power icon and then, depending on
your product, select Power and sleep settings or Power

Options.
(6) num lk key Turns the integrated 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.
Action keys
Action keys perform specific functions and vary by computer. To determine which keys are on your computer,
look at the icons on your keyboard and match them to the descriptions in this table.
■ To use an action key, press and hold the key.
NOTE: On some products, you must press the fn key in combination with the action key.
Table 2-8 Action keys and their descriptions
Icon Description
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing the key alternates the screen image from computer display
to monitor display to simultaneous display on both the computer and the monitor.
Table 2-8 Action keys and their descriptions (continued)
Icon Description
On select products, helps prevent side-angle viewing from onlookers. If needed, decrease or increase
brightness for well-lit or darker environments. Press the key again to turn off the privacy screen.
NOTE: This feature is available only on select products. If the feature is not available on your computer, a
message is displayed when you press this key.
NOTE: To quickly turn on the highest privacy setting, press fn+p.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Mutes or restores speaker sound.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
Turns the keyboard backlight off or on. On select products, you can adjust the brightness of the keyboard
backlight. Press the key repeatedly to adjust the brightness from high (when you first start up the computer),
to low, to off. After you adjust the keyboard backlight setting, the backlight will revert to your previous
setting each time you turn on the computer. The keyboard backlight will turn off after 30 seconds of
inactivity. To turn the keyboard backlight back on, press any key or tap the touchpad (select products only). To
conserve battery power, turn off this feature.
Turns the insert function on or off.
Turns the wireless feature on or off.
NOTE: A wireless network must be set up before a wireless connection is possible.
Action keys 17
Table 2-8 Action keys and their descriptions (continued)
Icon Description
Executes frequently used tasks. Some tasks might not be available on all products.
● Opens an application, file, or website
● Enters frequently used text into a permanent clipboard
● Ability to change system profiles
● Ability to change system properties
● Executes user-defined key sequences
NOTE: The action key feature is enabled at the factory. On select products only, you can disable this feature
by pressing and holding the fn key and the left shift key. The fn lock light will turn on. After you have
disabled the action key feature, you can still perform each function by pressing the fn key in combination
with the appropriate action key.
Hot keys (select products only)

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 2-9 Hot keys and their descriptions
Key Description
C Turns on scroll lock.
E Turns on the insert function.
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 2-10 Bottom components and their descriptions
(1) Speakers (2) Produce sound.
(2) 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.
Rear
Use the illustration and table to identify the rear component.
Table 2-11 Rear component and its description
Vent (select products only) 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.
Rear 19
Labels
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 examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Table 2-12 Service label components
Component
(1) Serial number
(2) Product ID
(3) HP product name
Component
(1) HP product name
(2) Product ID
(3) Serial number
(4) Warranty period
Component
(1) HP product name
(2) Warranty period
(3) Product ID
(4) Serial number
● Regulatory labels—Provide regulatory information about the computer.
● Wireless certification labels—Provide information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Using a SIM card (select products only)

Use these instructions to insert a SIM card.
IMPORTANT: You can damage the SIM card if you insert the wrong size card or insert it or the SIM card tray
in the wrong direction. The card might also become stuck in the slot. Do not use SIM card adapters. To
prevent damage to the SIM card or connectors, use minimal force when inserting or removing a SIM card.
Determining the correct SIM card size for your computer

Before purchasing a SIM card, follow these instructions to determine the correct SIM card size for your
computer.
1. Go to http://www.hp.com/support, and then search for your computer by product name or number.
2. Select Product Information.
3. Refer to the listed options to determine which card to purchase.
Inserting a nano SIM card

To insert a nano SIM card, follow these steps.
1. Position the computer display-side up on a flat surface.
2. Press in gently on the SIM card access tray to disengage the SIM lock, and the tray will pop out of the slot
(1).
3. Remove the tray (2) from the computer and insert the card (3).
Using a SIM card (select products only) 21

4. Replace the tray in the computer. Press in gently on the tray (4) until it is firmly seated.
To remove the SIM card, press in gently on the SIM card access tray to disengage the SIM lock, and the tray will
pop out of the slot. Remove the SIM card. Replace the tray in the computer and press in gently on the tray until
it is firmly seated.
3 Illustrated parts catalog
Use this chapter 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.
Illustrated parts catalog 23

Table 3-1 Computer major component descriptions and part numbers
Item Component Spare part number
(1) Display assembly not available as a

spare part
NOTE: Display spare parts are available as subcomponents, not as whole units. Display
subcomponent spare parts are available. For spare part information, see Display assembly
subcomponents on page 27.
(2) Top cover/keyboard
NOTE: For a detailed list of country codes, see Keyboard with top cover on page 77.
(3) Card reader N02323-001
(4) Touchpad
For use in models without an NFC antenna N09033-001
24 Chapter 3 Illustrated parts catalog

Table 3-1 Computer major component descriptions and part numbers (continued)
For use in models with an NFC antenna N15436-001
(5) NFC module M08706-001
(6) RTC battery N15765-001
(7) Fingerprint reader N02325-001
(8) Speaker kit N09034-001
(9) System board (includes integrated processor)
NOTE: All system board spare part kits include replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Equipped with an Intel Core i7-1265U G9 (OSR) processor, with 16 GB of system memory, discrete N09243-601
graphics, and a Windows 11 operating system
Equipped with an Intel Core i7-1255U G9 processor, with 16 GB of system memory, discrete N09241-601
Equipped with an Intel Core i7-1280P G9 (OSR) processor, with 16 GB of system memory, UMA N09056-601
Equipped with an Intel Core i7-1280P G9 processor, with 16 GB of system memory, UMA graphics, N09055-601
and a Windows 11 operating system
Equipped with an Intel Core i5-1235U processor, with 16 GB of system memory, UMA graphics, and a N09043-601
Windows 11 operating system
Equipped with an Intel Core Core i5-1240P G9 processor, with 16 GB of system memory, UMA N09044-601
(10) Bracket kit N09030-001
Computer major components 25

(11) Heat sink (includes replacement thermal material)
For use in models with UMA graphics memory 28 W (pictured) N07345-001
For use in models with discrete graphics memory N07346-001
(12) WLAN module
Intel Wi-Fi 6 AX211 802.11ax (2 × 2) and Bluetooth 5.2 (non-vPro), M.2 2230 M53366-001
Intel Wi-Fi 6 AX211 802.11ax (2 × 2) and Bluetooth 5.2 (vPro), M.2 2230 M53363-001
(13) Fan
For use in models with UMA graphics memory (28 W) N09036-001
For use in models with discrete graphics memory (16 W) N09232-001
(14) WWAN module
Intel Patron LTE with GPS, M.2 M52040-001
Intel Kavalan LTE/5G with GPS, M.2 M46335-001
(15) Memory shield
(16) Memory modules
32 GB, DDR4-4800 N05331-002
16 GB, DDR4-4800 M97596-002
8 GB, DDR4-4800 M97595-002
Memory module cover (included in Bracket Kit) N09030-001
(17) Solid-state drive
2 TB, PCIe-4 × 4, NVMe, Three Layer Cell (TLC) M52027-001
1 TB, PCIe-4 × 4, NVMe, TLC M16560-001
512 GB, PCIe, NVMe, value, TLC M17436-001
512 GB, PCIe-4 × 4, SS, TLC, self-encrypted (SED) OPAL2 M52031-001
512 GB, M.2 2280, PCIe, NVMe, value L85364-001
256 GB, PCIe-4 × 4, SS, TLC M52025-001
256 GB, PCIe-4 × 4, TLC, SED, OPAL2 M52029-001
256 GB, M.2 2280, PCIe, NVMe value L85354-001
(18) Solid-state drive cover (included in Bracket kit) N09030-001
(19) USB board
For models with UMA graphics memory N09042-001
For models with discrete graphics memory N09237-001
(20) Power connector cable N08540-001
(21) Battery

Battery, 3 cell, 51Whr, 4.68 Ah M73466-005
(22) Bottom cover
Bottom cover for use in models with UMA graphics memory N09225-001
Bottom cover for use in models with discrete graphics memory (WLAN) N09226-001
Display assembly subcomponents

To identify the display assembly subcomponents, use this illustration and table.
Display assembly subcomponents 27

Table 3-2 Display component descriptions and part numbers
(1) Display panel
Widescreen ultra extended graphics array (WUXGA), 1000 nits, privacy panel M99949-005
WUXGA, 400 nits M99948-005
WUXGA, 250 nits M99946-005
WUXGA, 250 nits Touch-on Panel (TOP) M99947-005
(2) Camera modules
Camera module N09060-001
Camera IR module N09061-001
(3) Bezel
For use in models with an RGB camera N09022-001
For use in models with an IR camera N09021-001
For use in models with a microphone module (no camera) N09023-001
For use in models with an IR camera and ambient light sensor N09024-001
For use in models with an RGB camera and ambient light sensor N09025-001
(4) Hinge cover (included in Hinge Kit) N08130-001
(5) Webcam (cable included in display Cable Kit, part number N09041-001)
RGB camera N09060-001
IR camera N09061-001
(6) Hinge kit (left and right) N09028-001
(7) Display cable (included in cable kit) N09041-001
(8) WLAN antenna and cable not available as a

spare part
(9) WWAN antenna and cable not available as a

spare part
(10) Display back cover
Models without WWAN, privacy, 250 nit panel N09220-001
Models without WWAN, 400 nit panel N09221-001
Models with WWAN, 400 nit panel N09223-001
Models with WWAN, 250 nit panel N09222-001
Bracket kit
To identify the bracket kit components, use this illustration and table.

Table 3-3 Bracket kit descriptions and part numbers
Bracket kit, includes: N08129-001
(1) Memory cover
(2) Solid-state drive cover
(3) Fingerprint reader bracket
(4) USB bracket
SIM tray (not illustrated)
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
280 W, PFC, 3P, 7.4 mm, slim M52952-001
120 W, PFC, Smart, 7.4 mm, slim L89695-001
120 W, PFC, Smart, 7.4 mm, slim L57117-001
120 W, PFC, Smart, 4.5 mm, slim M95377-001
65 W, nPFC, slim, USB-C, straight, 1.8 m (6 ft) L04650-850
65 W, nPFC, USB-C, RC, 1.8 m (6 ft) L32392-001
Adapters
HDMI to VGA 701943-001
HDMI to DVI 691227-001
USB 3.0 to gigabit, full duplex (FD) 914031-001
USB-Tupe-C to RJ45, FD 918779-001
USB-Type-C to USB-A adapter L65254-001
USB-Type-C to DisplayPort adapter 831753-001
Miscellaneous parts 29
Table 3-4 Miscellaneous part descriptions and part numbers (continued)
USB-Type-C to USB-A adapter 814618-001
Kits
Screw Kit L15820-001
Screw Kt L64089-001
Screw Kit N15474-001
Hinge Kit N09028-001
Cable Kit for 120 W dock L15812-002
Cable Kit N09039-001
Cable Kit N09040-001
Cable Kit (display panel) N09041-001
Plastic Kit N09031-001
Bracket Kit N09030-001
Miscellaneous Kit N15920-001
Power adapter, duckhead, C5NS
South Korea L50818-001
North America L50818-002
Power adapter, duckhead
Japan L33157-001
Power cords (C5, conventional, 1.0 m [3.3 ft])
Argentina L19357-001
Australia L19358-001
Brazil L19359-001
Denmark L19360-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden) L19361-001
India L19363-001
Israel L19362-001
Italy L19364-001
Japan L19365-001
South Africa L19369-001
Switzerland L19370-001
Taiwan L19372-001
Thailand L19371-001

United Kingdom L19373-001
Power cord (C5, 1.0 m [3.3 ft], premium)
Brazil L30812-001
Denmark L22322-001
India L22624-001
Italy L30813-001
Japan L22330-001
People's Republic of China L21930-001
Taiwan L22329-001
Thailand L22326-001
Power cord (C5, fixed duckhead, premium, 1.0 m [3.3 ft])
Brazil L44789-001
Denmark L36817-001
India L36820-001
Israel L36819-001
Italy L44788-001
Taiwan L36827-001
Thailand L36826-001
Power cord (C5, conventional, 1.8 m [6.0 ft])
Brazil L19359-002
Denmark L19360-002
India L19363-002
Israel L19362-002
Italy L19364-002
Japan L19365-002
Taiwan L19372-002
Power cord (C13, premium, 1.0 m [3.3 ft])
Australia 100661-021
Brazil L32030-001
Denmark 130627-014
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden) 100614-016
India 403440-008
Israel 398062-011
Italy L32031-001
Japan 653326-005
North America 121565-023
People's Republic of China 286496-024
South Africa 187487-012
South Korea 231216-015
Switzerland 150304-015
Taiwan 393312-008
United Kingdom 100613-021

Power cords
Thailand (ADP and CORD, C5 1.0M, Premium) M85421-001
M85418-001
Denmark (C5 1.0 m, conventional, for HF mobile devices) M79264-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden) M79266-001
Switzerland (C5 1.83 m, conventional, for HF mobile devices) M75275-001
Docking stations
HP Thunderbolt Dock 280 W G4 with combo cable M97106-001
HP Thunderbolt Dock 120 W G4 with cable M97105-001
HP Thunderbolt Dock 120 W G4 with cable and TAA N17490-001
HP Thunderbolt Dock 280W G4 with combo cable and TAA N17491-001
Mouse
USB laser mouse 674318-001
Wired mouse 691922-001
Bluetooth travel mouse L62043-001
USB mouse L95713-001
USB mouse 757770-001 M27885-001
Locks
Nano lock 918431-001
Nano dual lock 918433-001
Sure Key cable lock L65088-001
External optical drive 747080-001
Cables
Thunderbolt 4, 120 W, 0.8m M88058-001
Thunderbolt 4, 280 W, 0.8m M88059-001
USB keyboard L95712-001
Cases
Bottom case L15814-001
Top cap L15815-001
Topload L59631-001
Executive topload, slim L59629-001
Executive topload L59631-001
Executive backpack L59632-001
Bottom case, USB-Type-C to Type-A universal dock L64088-001
Bottom case, USB-Type-C dock L65256-001
Dock audio module L15811-001
HP Renew laptop sleeve M37520-001

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
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.
Removal and replacement procedures preliminary requirements 35

● 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.”
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
in Personal grounding methods and equipment on page 37.
● 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.
36 Chapter 4 Removal and replacement procedures preliminary requirements

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 of static electricity 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.
● You can use heel straps, toe straps, and boot straps at standing workstations. These straps 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.
Preventing electrostatic damage to equipment 37

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.
● Use a wrist strap connected to a properly grounded work surface and use 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.
● Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and
polystyrene foam.
● Use conductive field service tools, such as cutters, screwdrivers, and vacuums.
● Avoid contact with pins, leads, or circuitry.
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
Cleaning your computer

Cleaning your computer regularly removes dirt and debris so that your device continues to operate at its best.
Use the following information to safely clean the external surfaces of your computer.
Enabling HP Easy Clean (select products only)

HP Easy Clean helps you to avoid accidental input while you clean the computer surfaces. This software
disables devices such as the keyboard, touch screen, and touchpad for a preset amount of time so that you
can clean all computer surfaces.
1. Start HP Easy Clean in one of the following ways:
● Select the Start menu, and then select HP Easy Clean.
– or –
● Select the HP Easy Clean icon in the taskbar.
– or –
● Select Start, and then select the HP Easy Clean tile.
2. Now that your device is disabled for a short period, see Removing dirt and debris from your computer on
page 39 for the recommended steps to clean the high-touch, external surfaces on your computer. After
you remove the dirt and debris, you can also clean the surfaces with a disinfectant. See Cleaning your
computer with a disinfectant on page 40 for guidelines to help prevent the spread of harmful bacteria
and viruses.
Removing dirt and debris from your computer

Here are the recommended steps to clean dirt and debris from your computer.
For computers with wood veneer, see Caring for wood veneer (select products only) on page 41.
1. Wear disposable gloves made of latex (or nitrile gloves, if you are latex-sensitive) when cleaning the
surfaces.
2. Turn off your device and unplug the power cord and other connected external devices. Remove any
installed batteries from items such as wireless keyboards.
CAUTION: To prevent electric shock or damage to components, never clean a product while it is turned
on or plugged in.
Cleaning your computer 39

3. Moisten a microfiber cloth with water. The cloth should be moist, but not dripping wet.
IMPORTANT: To avoid damaging the surface, avoid abrasive cloths, towels, and paper towels.
4. Wipe the exterior of the product gently with the moistened cloth.
IMPORTANT: Keep liquids away from the product. Avoid getting moisture in any openings. If liquid
makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly
on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide
or bleach that might damage the finish.
5. Start with the display (if applicable). Wipe carefully in one direction, and move from the top of the
display to the bottom. Finish with any flexible cables, like power cord, keyboard cable, and USB cables.
6. Be sure that surfaces have completely air-dried before turning the device on after cleaning.
7. Discard the gloves after each cleaning. Clean your hands immediately after you remove the gloves.
See Cleaning your computer with a disinfectant on page 40 for recommended steps to clean the high-touch,
external surfaces on your computer to help prevent the spread of harmful bacteria and viruses.
Cleaning your computer with a disinfectant

The World Health Organization (WHO) recommends cleaning surfaces, followed by disinfection, as a best
practice for preventing the spread of viral respiratory illnesses and harmful bacteria.
After cleaning the external surfaces of your computer using the steps in Removing dirt and debris from your
computer on page 39, Caring for wood veneer (select products only) on page 41, or both, you might also
choose to clean the surfaces with a disinfectant. A disinfectant that is within HP’s cleaning guidelines is an
alcohol solution consisting of 70% isopropyl alcohol and 30% water. This solution is also known as rubbing
alcohol and is sold in most stores.
Follow these steps when disinfecting high-touch, external surfaces on your computer:
1. Wear disposable gloves made of latex (or nitrile gloves, if you are latex-sensitive) when cleaning the
surfaces.
2. Turn off your device and unplug the power cord and other connected external devices. Remove any
installed batteries from items such as wireless keyboards.
CAUTION: To prevent electric shock or damage to components, never clean a product while it is turned
on or plugged in.
3. Moisten a microfiber cloth with a mixture of 70% isopropyl alcohol and 30% water. The cloth should be
moist, but not dripping wet.
CAUTION: Do not use any of the following chemicals or any solutions that contain them, including
spray-based surface cleaners: bleach, peroxides (including hydrogen peroxide), acetone, ammonia, ethyl
alcohol, methylene chloride, or any petroleum-based materials, such as gasoline, paint thinner, benzene,
or toluene.
IMPORTANT: To avoid damaging the surface, avoid abrasive cloths, towels, and paper towels.
4. Wipe the exterior of the product gently with the moistened cloth.
IMPORTANT: Keep liquids away from the product. Avoid getting moisture in any openings. If liquid
makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly

on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide
or bleach that might damage the finish.
5. Start with the display (if applicable). Wipe carefully in one direction, and move from the top of the
display to the bottom. Finish with any flexible cables, like power cord, keyboard cable, and USB cables.
6. Be sure that surfaces have completely air-dried before turning the device on after cleaning.
7. Discard the gloves after each cleaning. Clean your hands immediately after you remove the gloves.
Caring for wood veneer (select products only)

Your product might feature high-quality wood veneer. As with all natural wood products, proper care is
important for best results over the life of the product. Because of the nature of natural wood, you might see
unique variations in the grain pattern or subtle variations in color, which are normal.
● Clean the wood with a dry, static-free microfiber cloth or chamois.
● Avoid cleaning products containing substances such as ammonia, methylene chloride, acetone,
turpentine, or other petroleum-based solvents.
● Do not expose the wood to sun or moisture for long periods of time.
● If the wood becomes wet, dry it by dabbing with an absorbent, lint-free cloth.
● Avoid contact with any substance that might dye or discolor the wood.
● Avoid contact with sharp objects or rough surfaces that might scratch the wood.
See Removing dirt and debris from your computer on page 39 for the recommended steps to clean the
high-touch, external surfaces on your computer. After you remove the dirt and debris, you can also clean
the surfaces with a disinfectant. See Cleaning your computer with a disinfectant on page 40 for sanitizing
guidelines to help prevent the spread of harmful bacteria and viruses.
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.
Accessing support information

To find the HP support that you need, use this information.
Caring for wood veneer (select products only) 41

Table 4-3 Support information locations
Service consideration Path to access information
Records of reported failure incidents stored Windows:

on the computer
Pre-operating system failures are logged in the BIOS Event Log. To view the BIOS
Event Log:
1. Press the power button.
2. Immediately and repeatedly press esc when the power button light turns white.
NOTE: If you do not press esc at the appropriate time, you must restart the
computer and again repeatedly press esc when the power button light turns
white to access the utility.
3. Press f10 to enter the BIOS setup.
4. (On commercial products) Under the Main tab, select BIOS event log, and then
select View BIOS Event Log.
- or -
(On consumer products) Under the Main tab, select System Log.
Post-operating system failures are logged in the Event Viewer.
1. Turn on the computer and allow the operating system to open.
2. Select the search icon in the taskbar.
3. Type Event Viewer, and then press enter.
4. Select the log from the left panel. Details display in the right panel.
Chrome:
1. Go to support.google.com/chrome.
2. Search collect Chrome device logs.
Technical bulletins To locate technical bulletins:
1. Go to www.hp.com.
2. Place the cursor over Problem solving to display more options.
3. Select Support & Troubleshooting.
4. Type the serial number, product number, or product name to go to the product
support page.
5. Select Advisories to view technical bulletins.
Repair professionals To locate repair professionals:
1. Go to www.hp.com.
2. Place the cursor over Support resources to display more options.
3. Select Authorized service providers.

Table 4-3 Support information locations (continued)
Service consideration Path to access information
Component and diagnosis information, failure To locate diagnosis information and actions:
detection, and required action
1. Go to http://www.hp.com/go/techcenter/pcdiags.
2. Select Get Support.
3. Near the bottom of the window, select Notebook PCs, and then select your
location.
Accessing support information 43

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.
Component replacement procedures

To remove and replace computer components, use these procedures.
You must remove, replace, or loosen as many as 56 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.
Bottom cover
To remove the bottom cover, use this procedure and illustration.
Table 5-1 Bottom cover description and part number
Description Spare part number
Bottom cover for use in models with UMA graphics memory N08131-001
Bottom cover for use in models with discrete graphics memory N08133-001
Before removing the bottom cover, prepare the computer for disassembly (see Preparation for disassembly on
page 44).
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

Remove the bottom cover:
1. Remove the 5 Phillips M2.5 × 4.0 captive screws that secure the bottom cover to the computer.
2. Use a nonmarking, nonconductive tool to release the edges of the bottom cover from the computer (1).
3. Remove the bottom cover from the computer (2).
To replace the bottom cover, reverse the removal procedures.
Battery
To remove the battery, use this procedure and illustration.
Battery 45
Table 5-2 Battery description and part number
Battery, 3 cell, 51Whr, 4.68 Ah M73466-005
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:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 44).
2. Remove the bottom cover (see Bottom 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. Disconnect the battery cable from the system board (1).
2. Remove the five Phillips M2.0 × 4.0 screws (1) that secure the battery to the computer.
3. Remove the battery from the computer (2).

To insert the battery, reverse the removal procedures.
Memory modules
To remove the memory modules, use this procedure and illustration.
Table 5-3 Memory module descriptions and part numbers
32 GB, DDR4-4800 N05331-002
16 GB, DDR4-4800 M97596-002
8 GB, DDR4-4800 M97595-002
Memory module cover (included in Bracket Kit) N09030-001
Before removing the memory, follow these steps:
3. Remove the battery (see Battery on page 45).
If you are replacing a memory module, remove the existing memory module:
1. Peel off the tape and then remove the memory module cover.
2. 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.
Memory modules 47
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).
WLAN module
To remove the WLAN module, use this procedure and illustration.

Table 5-4 WLAN module descriptions and part numbers
Intel Wi-Fi 6 AX211 802.11ax (2 × 2) and Bluetooth 5.2 (non-vPro), M.2 2230 M53370-002
Intel Wi-Fi 6 AX211 802.11ax (2 × 2) and Bluetooth 5.2 (vPro), M.2 2230 M53368-002
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 from the module (1).
2. Remove the Phillips M2.0 × 2.5 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 white
WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable
connects to the WLAN module #1 Aux terminal.
WLAN module 49
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 5-5 WWAN module descriptions and part numbers
Intel Patron LTE with GPS, M.2 M52040-001
Intel Kavalan LTE 5000 G with GPS, M.2 M46335-002
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.
NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white
WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable
connects to the WLAN module #1 Aux terminal.
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.
WWAN module 51
Solid-state drive
To remove the M.2 solid-state drive, use this procedure and illustration.
Table 5-6 Solid-state drive descriptions and part numbers
2 TB, PCIe-4 × 4, NVMe, Three Layer Cell (TLC) M52027-002
1 TB, PCIe-4 × 4, NVMe, TLC M16560-002
512 GB, PCIe, NVMe, value, TLC M17436-002
512 GB, PCIe-4 × 4, SS, TLC, self-encrypted (SED) OPAL2 M52031-002
256 GB, PCIe-4 × 4, SS, TLC M52025-002
256 GB, PCIe-4 × 4, TLC, SED, OPAL2 M52029-002
Solid-state drive cover (included in bracket kit) N09030-001
Before removing the solid-state drive, follow these steps:
Remove the solid-state drive:
1. Peel off the tape securing the solid-state drive cover (1), and then remove the cover (2).

2. Remove the Phillips M2.0 × 2.5 screw (1) that secures the drive to the computer.
3. Pull the drive away from the socket to remove it (2).
To install the solid-state drive, reverse the removal procedures.
NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion.
Solid-state drive 53
6 Removal and replacement procedures for
authorized service provider parts
This chapter provides removal and replacement procedures for authorized service provider parts.
IMPORTANT: Only an authorized service provider should access the components described in this chapter.
Accessing these parts can damage the computer or void the warranty.
Component replacement procedures

To remove and replace computer components, use the procedures described in this section.
Make special note of each screw size and location during removal and replacement.
Preparation for disassembly

To remove and replace computer components, use these procedures:
For initial safety procedures, see Removal and replacement procedures preliminary requirements on page 35.
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.
Speakers
To remove the speakers, use this procedure and illustration.
Table 6-1 Speaker description and part number
Speaker Kit N09034-001
Before removing the speakers, follow these steps:
54 Chapter 6 Removal and replacement procedures for authorized service provider parts
Remove the speakers:
1. Disconnect the speaker cables from the system board (1).
2. Remove the two Phillips M2.0 × 4.0 screws (2) that secure each speaker to the computer.
3. Remove the cable between the speakers from the clips (3), and then remove the speakers from the
computer (4).
Reverse this procedure to install the speakers.
Card reader board

To remove the card reader board, use this procedure and illustration.
Table 6-2 Card reader board description and part number
Card reader board N02323-001
Card reader board cable (included in Cable Kit) N09040-001
Before removing the card reader board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 44).
Remove the card reader board:
1. Disconnect the cable that secures the card reader board to the system board (1), and remove it (2).
Card reader board 55

2. Remove the three Phillips M.2.0 x 2.0 screws that secure the card reader to the computer (3), and then
lift out the card reader (4).
Reverse this procedure to install the card reader board.
Heat sink
To remove the heat sink, use these procedures and illustrations.
Table 6-3 Heat sink descriptions and part numbers
For use in models with UMA graphics memory 28 W (pictured) N07345-001
For use in models with discrete graphics memory N07346-001
Before removing the heat sink, follow these steps:
Remove the heat sink:
1. In the order indicated on the heat sink, remove the Phillips M2.0 × 4.0 screws (1) that secure the heat
sink to the computer.
2. Remove the heat sink from the computer (2).
3. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board
components each time the heat sink is removed. Replacement thermal material is included with the
heat sink and system board spare part kits. The following illustration shows the replacement thermal
material locations.
Thermal paste is used on the system board components (1) and on the heat sink areas (2) that service
them.
Heat sink 57
Reverse this procedure to install the heat sink.
Fan
To remove the fan, use this procedure and illustration.
Table 6-4 Fan description and part number
For use in models with UMA graphics memory (28 W) N09036-001
For use in models with discrete graphics memory (16 W) N09232-001
Before removing the fan, follow these steps:
Remove the fan assembly:
1. Remove the cables from the clips on the side of the fan (1).
2. Remove the three Phillips M2.0 × 5.0 screws (2) that secure the fan to the computer.
3. Disconnect the fan cable from the system board (3), and then remove the fan from the computer (4).
Reverse this procedure to install the fan assembly.
USB board
To remove the USB board, use this procedure and illustration.
Table 6-5 USB board description and part number
For models with UMA graphics memory N09042-001
For models with discrete graphics memory N09237-001
Before removing the USB board, follow these steps:
Remove the USB board:
1. Disconnect the smaller cable from the USB board (1).
2. Remove the three Phillips M2.0 × 4.0 screws (2) that secure the board to the computer, and then remove
the first bracket from the board (3).
3. Remove the second bracket from the USB board (4).
USB board 59
4. Remove the USB board from the computer (5).
Reverse this procedure to install the USB board.
Fingerprint reader board

To remove the fingerprint reader board, use this procedure and illustration.
Table 6-6 Fingerprint reader board description and part number
Fingerprint reader board N09257-001
Fingerprint reader board cable N09040-001
Before removing the fingerprint reader board, follow these steps:
Remove the fingerprint reader board:
1. Remove the Phillips M2.0 × 2.0 screw (1) that secures the fingerprint reader bracket to the computer.
2. Disconnect the cable from the ZIF connector on the fingerprint reader board (2), and then remove the
bracket from the computer (3).
3. Remove the board from the computer (4).
Reverse this procedure to install the fingerprint reader board.
Audio connector cable

To remove the audio connector cable, use this procedure and illustration.
Table 6-7 Audio connector cable description and part number
Audio connector cable N08540-001
Before removing the power connector cable, follow these steps:
Remove the audio connector cable:
1. Disconnect the cable from the system board (1).
2. Remove the Phillips M2.0 × 5.0 screw (2) that secures the audio connector cable to the computer.
Audio connector cable 61

3. Remove the audio connector cable from the computer (3).
Reverse this procedure to install the audio connector cable.
Touchpad
To remove the touchpad, use this procedure and illustration.
Table 6-8 Touchpad description and part number
For use in models without an NFC antenna N09231-001
For use in models with an NFC antenna N15438-001
Before removing the touchpad, follow these steps:
Remove the touchpad:
1. Disconnect the NFC cable from the reverse ZIF connector on the NFC module (1).
2. Disconnect the touchpad cable from the ZIF connector on the touchpad (2).
3. Remove the seven Phillips M2.0 × 3.0 screws (3) that secure the touchpad bracket to the computer.
4. Remove the touchpad from the computer (4).
Reverse this procedure to install the touchpad.
RTC battery
To remove the RTC battery, use this procedure and illustration.
Table 6-9 RTC battery description and part number
RTC battery N15765-001
Before removing the RTC battery, follow these steps:
Remove the RTC battery:
1. Position the removed system board upright.
RTC battery 63
2. Disconnect the RTC battery (1), and then lift to remove it (2).
Reverse this procedure to install the RTC battery.
System board
To remove the system board, use these procedures and illustrations.
Table 6-10 System board descriptions and part numbers
Description Spare part

number
System board (includes processor):
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating system
xxxxxx-601: Windows 10 operating system
Equipped with an Intel Core i7-1265U G9 (OSR) processor, with 16 GB of system memory, discrete memory, and a N09243-601
Equipped with an Intel Core i7-1255U G9 processor, with 16 GB of system memory, discrete memory, and a Windows N09241-601
11 operating system
Equipped with an Intel Core i7-1280P G9 (OSR) processor, with 16 GB of system memory, UMA memory, and a N09056-601
Equipped with an Intel Core i7-1280P G9 processor, with 16 GB of system memory, UMA memory, and a Windows 11 N09055-601
operating system
operating system
Table 6-10 System board descriptions and part numbers (continued)
Description Spare part

number
operating system
11 operating system
11 operating system
operating system
Equipped with an Intel Core Core i5-1240P G9 processor, with 16 GB of system memory, UMA memory, and a N09044-601
Before removing the system board, follow these steps:
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 48).
● WWAN module (see WWAN module on page 50).
● Solid-state drive (see Solid-state drive on page 52).
● Heat sink (see Heat sink on page 56).
Remove the system board:
1. Disconnect the following cables from the system board:
● Display panel cable (1)
● Antenna cables from the WLAN module (2)
● Speaker cable (3)
● Keyboard cable (ZIF) (4)
● Card reader cable (ZIF) (5)
● Touchpad cable (ZIF) (6)
● Keyboard backlight cable (ZIF) (select products only) (7)
System board 65
● NFC cable (8)
● RTC battery cable (9)
● Fingerprint reader cable (ZIF) (select products only) (10)
● Antenna cables from the WWAN module (select models only) (11)
● Speaker cable (12)
● Camera module (hub) cable (13)
● USB board cable (14)
2. Remove the four Phillips M2.0 × 4.0 screws (1) that secure the bracket to the system board, and then
remove the bracket (2).
The plastic bracket is available in the Plastics Kit as spare part number N09031-001.
3. Remove the six screws that secure the system board to the computer: two Phillips M2.0 × 4.0 screws (1),
three Phillips M2.0 × 2.0 screws (2), and the M1.6 × 4.0 screw (3).
4. Remove the SIM card insert from the computer (1), lift the side of the system board upward (2), and then
pull the system board away from the connectors on the side of the computer to remove it (3).
Reverse this procedure to install the system board.
Display assembly
To remove and disassemble the display assembly, use these procedures and illustrations.
Full hinge-up displays are not available as spare parts. Spare parts for displays are available only at the
subcomponent level.
Before removing the display panel, follow these steps:
Remove the display assembly:
Display assembly 67
1. Disconnect the display panel cable (1), disconnect the antenna cables from the WLAN module (2), and
remove the hub board cables from the clip (3).
2. Disconnect the camera module (hub) cable (4), remove the cables from the clips along the side of the
WWAN module fan (5), and remove the cables from the clips along the side of the fan (6).
3. Rotate the display upward to open the hinges (1).
4. Remove the five Phillips M2.5 × 5.0 screws (2) that secure the display assembly to the computer.
5. Separate the display assembly from the computer (3).
6. If you need to replace display assembly subcomponents:
a. Flex the top (1) and the inside edges of the left and right sides of the bezel (2) to release it.
b. Slide a flat tool (3) across the inside of the bottom of the bezel to release it, and then remove the
bezel from the display (4).
Bezels are available as the following spare part numbers.
NOTE: When replacing the bezel, be sure that the replacement bezel matches the original bezel.
N09022-001: RGB camera
N09021-001: IR camera
N09023-001: Microphone
N09024-001: IR camera and ambient light sensor
N09025-001: RGB camera and ambient light sensor
7. If you need to remove the hinges from the display enclosure:
a. Remove the screw that secures the right side of the display hinge cover (1), and slide the hinge
cover to the right (2). Lift the display hinge cover up using a pry tool (3), and remove it (4).
b. Remove the three Phillips broadhead M2.0 × 2.0 screws (1) from each hinge.
c. Remove the hinges from the display (2).
Display assembly 69
The display hinges are available as spare part number N09028-001.
8. If you need to remove the display panel:
a. Check the fit of the various alignment tools on the display assembly. Make note of the best fitting
alignment tool to use when replacing the display panel.
b. The display panel is secured to the display enclosure with tape that is installed under the left and
right sides of the panel. To remove the panel, use tweezers to grasp the end of the tape (1). While
turning the tweezers, wrap the tape around the tweezers (2) as you continue to pull the tape out
from behind the display panel (3). You must pull the tape multiple times before it is completely
removed.
c. Rotate the display panel over and place it next to the display enclosure (4).
Display panels are available as the following spare part numbers:

M99948-005: Widescreen ultra extended graphics array (WUXGA), BLNB, 400 nits
M99946-005: WUXGA, 250 nits
M99947-005: WUXGA, 250 nits Touch-on Panel (TOP)
M99949-005: WUXGA, 1000 nits, privacy panel
d. Lift the tape from the connector on the display panel (1), rotate the locking lever (2), and then
disconnect the cable from the panel (3).
e. Remove the panel (4).
9. When replacing the display panel, follow these steps:
NOTE: Before installing the display panel, be sure to install the display cable to the back of the panel.
a. Peel the protective layer from the bottom of the adhesive strips (1).
Display assembly 71
b. Starting near the bottom of the inside of the display back cover (2), install the adhesive strips on
both the left and right sides by aligning them with the groove on the edge of cover (3).
c. Peel the protective layer from the top of the adhesive strips (4).
d. Install the previously selected alignment tools onto the upper left and right corners of the display
rear cover (5).
e. Insert the top of the panel into the top of the display rear cover (6), and then rotate the panel into
place (7). Be sure that the upper corners of the panel are positioned up against the insides of the
alignment tools.
f. Remove the alignment tool.
g. Replace the bezel by pressing along the bottom, sides, and then top of the bezel to snap it into
place.
h. Install temporary rubber spacer strips on the left and right sides of the bezel (1), and then close the
display (2).
i. Position the computer upside down on a table.
j. Leave the computer upside down on the table for 20 minutes to allow the adhesive to set.
k. Position the computer upright on a table.
l. Leave the computer upright on the table for 10 minutes to be sure that the panel sits correctly in
the display.
m. Open the display and remove the rubber spacer strips.
n. Replace the hinge cover by positioning the cover over the bottom of the display, rotating the cover
upward, sliding it to the left, and then replacing the screw.
10. If you need to remove the hub board from the display:
a. Disconnect the hub cable from the ZIF connector (1) on the hub board.
b. Disconnect the camera cable from the ZIF connector (2) on the hub board.
c. Disconnect the ambient color sensor cable from the reverse ZIF connector on the hub board (3).
d. Release the board from the display rear cover (4). You may need to use a tool.
The hub boards are available as spare part numbers N08541-001 and N08542-001.
Display assembly 73
11. If you need to remove the remove the ambient color sensor from the display, disconnect the cable from
the reverse ZIF connector on the board (1), and then use a tool (2) to release the sensor from the
computer (3).
The ambient color sensor is available as spare part number N08540-001
12. If you need to remove the camera module:
■ Lift up evenly across the module using a pry tool and peel the module up from the display back cover
(1), and then disconnect the cable from the reverse ZIF connector on the module (2). The camera
module is available as spare part numbers N09060-001 and N09061-001.
13. If you need to remove the camera module cable, disconnect the camera module cable (1), and then
remove the cable (2). The camera cable is available in the Cable Kit as spare part number N09040-001.
Display assembly 75
14. If you need to remove the hub cable, peel the cable off the inside of the display back cover (1), remove
the cable from the clips at the bottom of the display back cover (2), and then remove the cable (3).
15. If you need to remove the WLAN antenna cables, remove the antennas from the inside of the display
back cover (1), remove the cables from the routing clips at the side (2), and from the bottom of the hinge
area (3).
16. If you need to remove the WWAN antenna cables, peel the antennas off the inside of the display back
cover (1), remove the cables from the clips at the bottom of the cover (2), and then remove the antennas
and cables from the bottom hinge area (3).
Display back covers are available as the following spare part numbers:
N09221-001: Models with WWAN, 250 nit panel
N09220-001: Models without WWAN, 250 nit panel
N09223-001: Models with WWAN, 400 nit panel
N09222-001: Models without WWAN, 250 nit panel
Reverse this procedure to reassemble and replace the display assembly.
Keyboard with top cover

The top cover with keyboard remains after removing all other spare parts from the computer. In this section,
the first table provides the main spare part number for the top cover/keyboards. The second table provides
the country codes.
Table 6-11 Keyboard with top cover descriptions and part numbers
Keyboard with top cover N09057-001
Keyboard with top cover, backlit N09058-001
Keyboard with top cover, backlit, for use in privacy models N09059-001
Table 6-12 Spare part country codes
For use in country or region Spare part For use in country or region Spare part For use in country or region Spare part
number number number
Belgium -A41 Iceland -DD1 Saudi Arabia -171
Brazil -201 India -D61 Slovenia -BA1
Bulgaria -261 Israel -BB1 South Korea -AD1
Chile -161 Italy -061 Spain -071
Czech Republic/Slovakia -FL1 Japan -291 Switzerland -BG1
Denmark, Finland, and -DH1 Kazakhstan -DF1 Taiwan -AB1

Norway
Keyboard with top cover 77

Table 6-12 Spare part country codes (continued)
For use in country or region Spare part For use in country or region Spare part For use in country or region Spare part
number number number
French Canada -DB1 The Netherlands -B31 Thailand -281
France -051 Northern Africa -FP1 Turkey -141
Germany -041 Portugal -131 Ukraine -BD1
Greece -151 Romania -271 United Kingdom -031
Hungary -211 Russia -251 United States -001
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 36.

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.
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, https://support.hp.com/us-en/contact-hp

support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
Troubleshooting guide 79
Table 7-1 Troubleshooting resources and their descriptions (continued)
HP Resource Tool Description Link
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 home.do
Business Partners only) be a resource for support and product division
professionals.
Vendors’ web sites Provide additional information for associated http://www.intel.com/

components such as Intel (processor, WLAN), content/www/us/en/homepage.html
Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU),
and so on. http://www.amd.com
http://www.nvidia.com
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 on 5. Remove or uninstall 8. Hard reset on page 89 Verify solution on
page 80 recently added hardware, page 94
software on page 84 9. Soft reset (Default Settings) on page
2. Examine the 90
environment on page 83 6. HP Hardware Diagnostics
and Tools on page 84 10. Reseat cables and connections on
3. Perform a visual page 91
inspection of hardware on 7. Status lights, blinking light
page 83 codes, troubleshooting lights, 11. Test with minimum configuration
and POST error messages on on page 91
4. Update BIOS and drivers page 87
on page 84 12. Test with verified working
configuration (hardware or operating
system) on page 93
13. Replace the system board on page

93
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.
80 Chapter 7 Troubleshooting guide

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 84 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.
Table 7-4 Failure classification by boot-up sequence on page 82 and Table 7-5 Failure classification by
hardware devices on page 83 represent the failure classification for common notebook failures.
Table 7-4 Failure classification by boot-up sequence on page 82 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).
Table 7-5 Failure classification by hardware devices on page 83 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
Boot-up sequence 81
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 (Table 7-4 Failure classification by boot-up sequence
on page 82 and Table 7-5 Failure classification by hardware devices on page 83). 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 96 1. No video (with power) on page 103 1. Intermittent shutdown on page 106a
2. Intermittent power-on, shutdown, 2. Blinking lights on page 104 2. Blue screen on page 108b
reboot on page 98a
3. Diagnostic error messages on 3. Freeze at Windows Logo (hang or lockup)
3. AC adapter issue on page 99 page 105 on page 109
4. Battery not recognized, not charging 4. BIOS password on page 105 4. Electromagnetic Interference (EMI) on
on page 99 page 110
5. Battery discharges too fast on page 5. No wake up on page 111

102
6. Unresponsive on page 112
6. Burnt smell on page 102
7. Slow performance on page 113c
8. HP Smart Adapter warning message on

page 113
9. Incorrect time and date on page 114
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 on 1. Keyboard on page 121 1. Hard drive or solid-state 1. Noise (sound) on page
page 115 drive not recognized on 134
2. Keyboard pointing stick page 130
2. Dead pixel on page 117 (select products only) on 2. Fan runs constantly on
page 122 2. No boot to operating page 134
3. No video (internal) on system (no read-write
page 117d 3. Keyboard backlight on error) on page 131 3. Thermal shutdown (hot)
page 123 on page 136
4. No video (external) on 3. Read-write error on page
page 117d 4. Touchpad on page 123 132
5. DisplayPort/VGA on page 5. Network connectivity 4. Slow performance on

118 (RJ-45 jack) on page 124 page 132c
6. HDMI on page 118 6. Network connectivity 5. Blue screen (BSOD) error

wireless (WLAN) on page on page 133b
7. No or bad external video 124
via docking on page 119 6. Noisy hard drive on page
7. WWAN on page 125 133
8. Incorrect or missing color/
distorted image on page 8. USB on page 125
119
9. Smart card reader on
9. Touch screen on page 120 page 126
10. Speaker, headphone -

audio issues on page 127
11. Thunderbolt (TB) on page

128
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.
2. Examine the environment 83

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 be sure that 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. 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
(https://support.hp.com/us-en/help/hp-pc-hardware-diagnostics) 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:
a. Connected USB drive
b. Hard drive
c. 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.
HP PC Hardware Diagnostics (UEFI) 85

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 162
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.
Non HP diagnostics tools 87

Table 7-6 Power button functions and lights and their descriptions (continued)
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 137.
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 Suggested user actions

code
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.
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.
Resolve the issue 89

● 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 149 and Connector types on page 149 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 140).
● 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 54.
● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST error messages and user
actions on page 140).
● 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.
10. Reseat cables and connections 91

● 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 87 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 84, 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
on page 87, 8. Hard reset on page 89, and 9. Soft reset (Default Settings) on page 90, or 10. Reseat cables
and connections on page 91 can resolve many system board issues without requiring the effort of replacing
unnecessary hardware.
Review Table 7-2 Troubleshooting methodology and general troubleshooting steps on page 80 for
appropriate troubleshooting steps.
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.
12. Test with verified working configuration (hardware or operating system) 93

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
Consulting with HP Service 95

● Description of symptom or failure
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 83).
Perform a hard reset (8. Hard reset on page 89).
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 87). Rear power light indicates external power
to the computer is good.

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 87). 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 87)
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 91, 12. Test with verified working configuration (hardware or operating
system) on page 93, 13. Replace the system board on page 93) by removing
nonessential parts.
2. If the computer still does not boot, replace system board.
No power 97
Items Procedures
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 96).
● 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 96.
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 91)
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 83).
● 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 89).
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 113 for further information.
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 87). 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.
AC adapter issue 99
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
battery level) good 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 89)
2. Soft reset (9. Soft reset (Default Settings) on page 90)
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 84)
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 not recognized, not charging 101

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
POST 103
Items Procedures
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 89) 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 84), and perform soft reset (9. Soft reset (Default Settings) on page 90) 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.
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 91) 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 115 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 Blinking lights on startup usually indicate a problem with basic functionality of a critical
lock/num 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 87) 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 91) 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 87 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 90)
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.
Diagnostic error messages 105

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.
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.
Be 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.

Items Procedures
1. Update BIOS and drivers. (4. Update BIOS and drivers on page 84)
2. Perform hard reset (8. Hard reset on page 89)
3. Perform soft reset (9. Soft reset (Default Settings) on page 90)
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.
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 84)
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 84), 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.
Intermittent shutdown 107

Items Procedures
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.
Items Procedures
● Have power, light activity, fan spinning Recent changes: conflict of instructions from multiple programs or just added
hardware.
● HP Logo displays briefly
Incompatible hardware and driver.
● Fails to boot into Windows operating
system, displays blue screen, and then Poor connection (hard drive, memory).
crashes, restarts, or stops responding
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
Important Notes & Resources Troubleshooting steps
There are many different ways to troubleshoot a blue screen error. Therefore, you
need to identify working configuration and specific symptoms of the failure to
narrow down the issue. See Blue screen (BSOD) error on page 133.
Recommended resources
Microsoft knowledge base:
http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screen-
errors
For more information, search for HP Troubleshooting Error Messages on a blue

screen at http://www.hp.com.
Overview of general troubleshooting steps for a blue screen error
1. Note the blue screen error message and what activity was performed at the time.
2. Perform a hard reset (8. Hard reset on page 89) after disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 90) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 84) to isolate major faulty
hardware issues.
● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system.

● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 84.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on
page 84). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 91). Pay attention to proper
installation of memory and hard drive.
7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8. If you can start Windows:
a. Update BIOS and drivers (4. Update BIOS and drivers on page 84) to support updates for
incompatibilities.
b. Get all the latest updates, using Windows Update.
c. Undo recent changes:
● Startup using Last Known Good Configuration.
● Use System Restore.
● Roll back device driver in Device Manager.
d. Check for specific Error Message. See Common blue screen error messages on page 142.
e. Boot to safe mode (11. Test with minimum configuration on page 91) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum configuration on page 91)
b. Use Startup Repair to fix Windows startup files.
c. Undo recent changes using System Restore to revert to a previous working state.
d. Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 143.
e. Restore computer using System Recovery or image backup to factory settings.
10. Test with essential hardware configuration (11. Test with minimum configuration on page 91) with a
verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software
issue.
Freeze at Windows Logo (hang or lockup)

Use the following information to troubleshoot hang or lockup issues.
Freeze at Windows Logo (hang or lockup) 109

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
● HP Logo displays briefly screen 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 89).
2. Perform soft reset (9. Soft reset (Default Settings) on page 90).
3. Update BIOS and drivers (4. Update BIOS and drivers on page 84).
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 84)
to isolate hardware issue.
5. Undo recent changes in Windows (5. Remove or uninstall recently added

hardware, software on page 84).
6. Reseat cables and connections (10. Reseat cables and connections on page
91).
7. Start Windows in safe mode (11. Test with minimum configuration on page
91).
8. Use Startup Repair Windows to fix Windows damaged files.
9. Test with essential hardware configuration (11. Test with minimum

configuration on page 91) 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 83). 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.
No wake up 111
Items Procedures
When resuming from a power Power-saving mode; multiple-display setting.

management state the computer may
display: Troubleshooting steps
● Blank screen
1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting
● Some light activity lights, and POST error messages on page 87) 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 84)
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 142).
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.
Slow performance 113

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 7-28 Display anomaly illustrations
Display anomalies
Cracked screen Cracked image Blurred image
Dead pixel Vertical lines Horizontal lines
Display 115
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 84), 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 147 for the HP dead pixel
policy.
No video (internal)
Use this information to troubleshoot video issues.
Items Procedures
No internal video with certain Display resolution, brightness, faulty lid switch, running a program requiring a higher
programs (for example, video- resolution than the display screen can support.
intensive games)
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 103 for display information.
No video (external)
Use this information to troubleshoot external video issues.
Dead pixel 117

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 117.
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 84).
2. Update BIOS and drivers (4. Update BIOS and drivers on page 84) 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 Rooted from system board, software or drivers, dock connectors, docking station hardware
via ports of docking station (such as or firmware, dock video ports (DP, VGA, and others).
VGA, 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.
No or bad external video via docking 119

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:
● Be sure that 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.
I/O devices 121

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.
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.

Items Procedures
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 Backlight disabled, loose connection.

properly
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.
Keyboard backlight 123

Items Procedures
(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

Items Procedures
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.
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.
WWAN 125
Items Procedures
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 90), 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. Be sure that the card has no physical damage.
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. Be sure that 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 Volume turned down, sound card not recognized, malfunctioning hardware, electronic
internal speakers interference.
● Distorted sound, too soft, too

loud, intermittent
Speaker, headphone - audio issues 127

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 selecting 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 selecting 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 selecting 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.
Storage 129
● 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_d
).
● 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 89).
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 be 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 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.
No boot to operating system (no read-write error) 131

Items Procedures
Note If there is a hard drive POST error message, see POST error messages and user actions on
page 140.
Read-write error
Use this information to troubleshoot read and write errors.
Items Procedures
● POST error message (for Loose connection, faulty hardware.

example, error code 301)
● Hang when working on data, files,
documents 1. Perform a hard reset (8. Hard reset on page 89).
2. Reset BIOS to default (9. Soft reset (Default Settings) on page 90).
3. Verify the drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 91).
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 140.
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 Troubleshooting steps
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.

Items Procedures
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 142).
Blue screen (BSOD) error

A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to be
sure that the drive is functional.
If all of the tests are successful, see Common blue screen error messages on page 142 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 Troubleshooting steps
● Still boots to operating system 1. Update BIOS and hard drive firmware.
and operates normally
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 142).
Blue screen (BSOD) error 133

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 134.
Noisy hard drive Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 133.
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 115.
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 84) 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 89). 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 84). 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 86) to run stress test (processor and GPU)
and verify that thermal sensors are within limits after thermal condition is serviced.
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.
Fan runs constantly 135

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 134)
● System shutdown
1. Update BIOS and drivers (4. Update BIOS and drivers on page 84) 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 89). 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 84). Be sure that the fan is not producing a loud noise and that
fan blades spin correctly.
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
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 7-54 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
Blinking lights and boot error codes 137

Table 7-54 Blinking lights and boot error codes (continued)
Blink codes 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 80.
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
80.
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.
num 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.
num 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.
num 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-
.
You must use a service event to resolve this issue.
num 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.
num 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.
Failure System Board Error 139

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.
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 7-55 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.
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.

Table 7-55 POST error messages and user actions to address the error (continued)
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.
Occurred No 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
84 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.
Occurred No 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 Assistant to verify the battery capacity and, if necessary, order a
replacement.
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 Assistant to verify the battery capacity and, if necessary, order a
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.
POST error messages and user actions 141

Table 7-55 POST error messages and user actions to address the error (continued)
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 7-56 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.
● 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.
Bug check symbolic names 143

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.
Windows Software Development Kit (SDK) 145

● 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
Display issue: pixel anomalies 147

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 7-57 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.
Cable management 149

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 149.
Multiple-pin vertical connector (LVDS cable to system board) 151

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.
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 152).
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.
152 Chapter 8 Using Setup Utility (BIOS)

● In Windows, press ctrl+alt+s.
To check for later BIOS versions, see Preparing for a BIOS update on page 153.
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.
– or –
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.
Preparing for a BIOS update 153

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.
154 Chapter 8 Using Setup Utility (BIOS)

9 Computer Setup (BIOS), TPM, and HP Sure
Start
HP provides several tools to help set up and protect your computer.
Using Computer Setup

Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as hard drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for types of devices installed, the startup sequence of the computer, and amount of system
and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
To start Computer Setup, turn on or restart the computer, and when the HP logo appears, press f10 to enter
Computer Setup.
Navigating and selecting in Computer Setup

You can navigate and select in Computer Setup using one or more methods.
● To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
● To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
● To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow the
on-screen instructions.
To exit Computer Setup, choose one of the following methods:
● To exit Computer Setup menus without saving your changes, select Main, select Ignore Changes and Exit,
and then select Yes.
NOTE: If you are using arrow keys to highlight your choice, you must then press enter.
● To save your changes and exit Computer Setup menus, select Main, select Save Changes and Exit, and
then select Yes.
Your changes go into effect when the computer restarts.
Restoring factory settings in Computer Setup

To return all settings in Computer Setup to the values that were set at the factory, follow these steps.
NOTE: Restoring defaults will not change the hard drive mode.
Computer Setup (BIOS), TPM, and HP Sure Start 155

1. Start Computer Setup. See Using Computer Setup on page 155.
2. Select Main, select Apply Factory Defaults and Exit, and then select Yes.
NOTE: On select products, the selections might display Restore Defaults instead of Apply Factory
Defaults and Exit.
Your changes go into effect when the computer restarts.
NOTE: Your password settings and security settings are not changed when you restore the factory
settings.
Updating the BIOS

Updated versions of the 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 Computer Setup (BIOS), first determine the BIOS version on your
computer.
You can access BIOS version information (also known as ROM date and System BIOS) by pressing fn+esc (if you
are already in Windows) or by using Computer Setup.
2. Select Main, and then select System Information.
3. To exit Computer Setup menus without saving your changes, select Main, select Ignore Changes and Exit,
and then select Yes.
To check for later BIOS versions, see Preparing for a BIOS update on page 156.
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 on 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.
156 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start

Downloading a BIOS update
After you review the prerequisites, you can check for and download BIOS updates.
– or –
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. 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.
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
Installing a BIOS update

BIOS installation procedures vary. Follow any instructions that are displayed on the screen after the download
is complete. If no instructions are displayed, 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.
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.
Changing the boot order using the f9 prompt

To dynamically choose a boot device for the current startup sequence, follow these steps.
1. Access the Boot Device Options menu:
● Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2. Select a boot device, press enter, and then follow the on-screen instructions.
Downloading a BIOS update 157

TPM BIOS settings (select products only)
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation or usage of
TPM that violates the previously mentioned requirement, you shall bear all the liabilities wholly and solely.
HP will not be responsible for any related liabilities.
NOTE: If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
2. Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
Using HP Sure Start (select products only)

Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS
for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores
the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. Advanced users can customize the default configuration.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
158 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start

10 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.
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, 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 160 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.
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.
Backing up, restoring, and recovering 159

HP recommends that you attempt to restore your system using the Restoring and recovery methods on page
160.
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.
NOTE: The options Remove everything and then Fully clean the drive can take several hours to
complete and leave no information on your computer. It is the safest way to reset your computer before
you recycle it.
3. Recover using HP Recovery media. For more information, see Recovering using HP Recovery media on
page 160.
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 159.
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 160 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.
160 Chapter 10 Backing up, restoring, and recovering

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 operating system (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.
Changing the computer boot order 161

11 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.
Using HP PC Hardware Diagnostics Windows (select products only)

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests
to determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and
install it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
Windows on page 163.
Using an HP PC Hardware Diagnostics Windows hardware failure ID code

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit
failure ID code is generated for select component tests. For interactive tests, such as keyboard, mouse, or
audio and video palette, you must perform troubleshooting steps before you can receive a failure ID.
■ You have several options after you receive a failure ID:
● Select Next to open the Event Automation Service (EAS) page, where you can log the case.
– or –
● Scan the QR code with your mobile device, which takes you to the EAS page, where you can log the
case.
– or –
● Select the box next to the 24-digit failure ID to copy your failure code and send it to support.
Accessing HP PC Hardware Diagnostics Windows

After HP PC Hardware Diagnostics Windows is installed, you can access it from HP Support Assistant or the
Start menu.
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support.
1. Select the Start button, and then select HP Help and Support.
2. Select HP PC Hardware Diagnostics Windows.
3. When the tool opens, select the type of diagnostic test that you want to run, and then follow the
162 Chapter 11 Using HP PC Hardware Diagnostics

NOTE: To stop a diagnostic test, select Cancel.
Accessing HP PC Hardware Diagnostics Windows from Support Assistant

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support
Assistant.
– or –
2. Select Troubleshooting and fixes.
3. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu.
1. Select the Start button.
2. Right-click HP PC Hardware Diagnostics for Windows, select More, and then select Run as administrator.
Downloading HP PC Hardware Diagnostics Windows

The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only. You must
use a Windows computer to download this tool because only .exe files are provided.
Downloading the latest HP PC Hardware Diagnostics Windows version from HP

To download HP PC Hardware Diagnostics Windows from HP, follow these steps.
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. Select Download HP Diagnostics Windows, and then select the specific Windows diagnostics version to
download to your computer or a USB flash drive.
The tool downloads to the selected location.
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.
Accessing HP PC Hardware Diagnostics Windows from Support Assistant 163

3. Follow the on-screen directions.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
You can download HP PC Hardware Diagnostics Windows by product name or number.
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
1. Go to http://www.hp.com/support.
2. Select Software and Drivers, select your type of product, and then enter the product name or number in
the search box that is displayed.
3. In the Diagnostics section, select Download, and then follow the on-screen instructions to select the
specific Windows diagnostics version to be downloaded to your computer or USB flash drive.
Installing HP PC Hardware Diagnostics Windows

To install HP PC Hardware Diagnostics Windows, navigate to the folder on your computer or the USB flash
drive where the .exe file downloaded, double-click the .exe file, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI

HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) allows you to run diagnostic tests
to determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download
and create the HP UEFI support environment because only .exe files are provided. For more information, see
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 165.
If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code

When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
failure ID code is generated.
For assistance in solving the problem:
■ Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the failure ID
code that appears on the next screen. The HP Customer Support - Service Center page appears with your
failure ID and product number automatically filled in. Follow the on-screen instructions.
– or –
Contact support, and provide the failure ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.

NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI

To start HP PC Hardware Diagnostics UEFI, follow this procedure.
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB flash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 165.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run,
and then follow the on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive

Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations.
● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.
● HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
● The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and
you must use a Windows computer to download and create the HP UEFI support environment because
only .exe files are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version

To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive, follow this procedure.
2. Select Download HP Diagnostics UEFI, and then select Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
You can download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a
USB flash drive.
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
2. Enter the product name or number, select your computer, and then select your operating system.
Starting HP PC Hardware Diagnostics UEFI 165

3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
Using Remote HP PC Hardware Diagnostics UEFI settings (select

products only)
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it might upload
results to a preconfigured server.
For more information about Remote HP PC Hardware Diagnostics UEFI, go to

http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
Downloading Remote HP PC Hardware Diagnostics UEFI

HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version

You can download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive.
2. Select Download Remote Diagnostics, and then select Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number

You can download HP Remote PC Hardware Diagnostics UEFI by product name or number.
NOTE: For some products, you might have to download the software by using the product name or
number.
2. Select Software and Drivers, select your type of product, enter the product name or number in the search
box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
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.
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.
Customizing Remote HP PC Hardware Diagnostics UEFI settings 167

12 Specifications
This chapter provides specifications for your computer system.
Computer specifications
This section provides specifications for your computer. When you travel with your computer, the computer
dimensions and weights, as well as input power ratings and operating specifications, provide helpful
information.
Table 12-1 Computer specifications
Metric U.S.
Dimensions
Width 323.4 mm 12.73 in
Depth 214.6 mm 8.45 in
Height (front to back) 17.95 mm 0.76 in
Weight 1.41 kg 3.1 lb
Input power
Operating voltage and current 19.5 V dc @ 2.31 A – 45 W
19.5 V dc @ 3.33 A – 65 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.
35.6 cm (14.0 in) display specifications

This section provides specifications for your display.
168 Chapter 12 Specifications

Table 12-2 Display specifications
Metric U.S.
Active diagonal size 35.6 cm 14.0 in
Resolution 1920 × 1200
2560 × 1600
Surface treatment Antiglare
Brightness 250 nits (45% CG panels)
400 nits (sRGB 100% panels)
1000 nits (72% CG panels)
Viewing angle UWVA
Backlight WLED
Display panel interface eDP
Solid-state drive specifications

This section provides specifications for your solid-state drives.
Table 12-3 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
Transfer rate
Sequential read up to 2150 MBps up to 2150 MBps up to 2150 MBps
Random read Up to 300,000 IOPs Up to 300,000 IOPs Up to 300,000 IOPs
Sequential write up to 1550 MBps up to 1550 MBps up to 1550 MBps
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.
NOTE: Certain restrictions and exclusions apply. Contact support for details.
Solid-state drive specifications 169

Solid-state drive specifications (SATA-3)
This section provides specifications for your solid-state drive.
Table 12-4 Solid-state drive specifications
128 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 can
differ slightly.
NOTE: Certain restrictions and exclusions apply. Contact support for details.
170 Chapter 12 Specifications

13 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, type 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.
e. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at
Statement of memory volatility 171

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:
NOTE: 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:
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.
172 Chapter 13 Statement of memory volatility

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 troubleshoot nonvolatile memory usage.
Table 13-1 Troubleshooting steps for nonvolatile memory usage
Nonvolatile Amount (Size) Does this Does this What is the How is data entered into How is this memory
memory type memory memory purpose of this memory? write-protected?
store retain data this memory?
customer when
data? power is
removed?
HP Sure Start 8 MB No Yes Provides Data cannot be written to This memory is

flash (select protected this device via the host protected by the HP
models only) backup of processor. The content is Sure Start Embedded
critical managed solely by the Controller.
System BIOS HP Sure Start Embedded
code, EC 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
177.
Real Time Clock 256 bytes No Yes Stores system RTC battery backed-up This memory is not
(RTC) battery date and time CMOS is programmed write-protected.
backed-up and using Computer Setup
CMOS noncritical (BIOS), or by changing the
configuration data. Windows date & time.
memory
Controller (NIC) 64 KB (not No Yes Stores NIC NIC EEPROM is A utility must be
EEPROM customer configuration programmed using a used to write data to
accessible) and NIC utility from the NIC vendor this memory and is
firmware. that can be run from DOS. available from the NIC
vendor. Writing data
to this ROM in an
inappropriate manner
will render the NIC
nonfunctional.
Nonvolatile memory usage 173

Table 13-1 Troubleshooting steps for nonvolatile memory usage (continued)
customer when
data? power is
removed?
DIMM Serial 256 bytes per No Yes Stores DIMM SPD is programmed Data cannot be written
Presence Detect memory memory by the memory vendor. to this memory when
(SPD) module, 128 module the module is installed
configuration bytes information. in a computer.
data programmable The specific write-
(not customer protection method
accessible) varies by memory
vendor.
System BIOS 9 MB Yes Yes Stores system System BIOS code is NOTE: Writing data
BIOS code and programmed at the to this ROM in an
computer factory. Code is updated inappropriate manner
configuration when the system BIOS can render the
data. is updated. Configuration computer
data and settings are nonfunctional.
entered using the
Computer Setup (BIOS) or A utility must be used
a custom utility. for 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 1.5 MB or 7 MB Yes Yes Stores Management Engine Code The Intel chipset is
Management Management is programmed at the configured to enforce
Engine Engine Code, factory. Code is updated hardware protection to
Firmware Settings, via Intel secure firmware block all direct read-
(present only in Provisioning update utility. Unique write access to this
select Elite or Z Data and Provisioning Data can be area. An Intel utility
models. For iAMT third- entered at the factory must be used for
more party data or by an administrator updating the firmware.
information, go store. using the Management Only firmware updates
to Engine (MEBx) setup digitally signed by Intel
http://www.hp.com/ utility. The third-party can be applied using
support. data store contents can this utility.
be populated by a remote
Select Identify management console or
your product local applications that
for manuals have been registered by
and specific an administrator to have
product access to the space.
information,
and then follow
the on-screen
instructions.)
Bluetooth flash 2 megabits No Yes Stores Bluetooth flash is A utility must be used
(select products Bluetooth programmed at the for writing data to this
only) configuration factory. Tools for writing memory and is made
and firmware. data to this memory are available through
not publicly available but newer versions of
can be obtained from the the driver whenever
silicon vendor. the flash requires an
upgrade.

Table 13-1 Troubleshooting steps for nonvolatile memory usage (continued)
customer when
data? power is
removed?
802.11 WLAN 4 kilobits to 8 No Yes Stores 802.11 WLAN EEPROM A utility must be used
EEPROM kilobits configuration is programmed at the for writing data to
and factory. Tools for writing this memory and is
calibration data to this memory are typically not made
data. not made public. available to the public
unless a firmware
upgrade is necessary
to address a unique
issue.
Camera (select 64 kilobits No Yes Stores Camera memory is A utility must be used
products only) camera programmed using a for writing data to
configuration utility from the device this memory and is
and firmware. manufacturer that can be typically not made
run from Windows. available to the public
unless a firmware
upgrade is necessary
to address a unique
issue.
Fingerprint 512 KB flash Yes Yes Stores Fingerprint reader Only a digitally signed
reader (select fingerprint memory is programmed application can make
products only) templates. by user enrollment in the call to write to the
HP ProtectTools Security flash.
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 information on your hard drive.
See question and answer 6 for steps to securely erase information.
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.
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.
Questions and answers 175

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.
Using HP Sure Start (select products only) 177

14 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 three-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 14-1 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
Chile IMQ 1
Denmark DEMKO 1
Finland FIMKO 1
France UTE 1
Germany VDE 1
178 Chapter 14 Power cord set requirements

Table 14-1 Power cord requirements for specific countries and regions (continued)
Country/region Accredited agency Applicable note number
India BIS 1
Israel SII 1
Italy IMQ 1
Japan JIS 3
Netherlands KEMA 1
New Zealand SANZ 1
Norway NEMKO 1
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
United Kingdom ASTA 1
United States UL 2
1. The flexible cord must be Type HO5VV-F, three-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, three-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, three-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, three-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 three-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 three-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 three-conductor, 0.75 mm² or 1.00 mm² conductor size,
with plug BS 1363/A with BSI or ASTA marks.
Requirements for specific countries and regions 179

15 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.
180 Chapter 15 Recycling

Index
A spare part number 27, 44 display back cover

bracket kit illustrated 27
AC adapters, spare part
spare part number 28 spare part number 27
numbers 29
spare part numbers 28 display bezel
action keys 16
buttons illustrated 27
identifying 16
left touchpad 12 spare part number 27
keyboard backlight 17
power 14, 16 display cable
mute 17
right touchpad 12 illustrated 27
privacy screen 17
spare part number 27
programmable key 18
C display components 9
screen brightness 17
display panel
speaker volume 17 camera 10
illustrated 27
switch screen image 16 identifying 10
product description 1
using 16 camera light, identifying 10
wireless 17 camera privacy cover,
ambient light and color sensor, identifying 10
E
identifying 10 caps lock light, identifying 13
audio card reader board electrostatic discharge (ESD) 35,
adjusting volume 17 removal 55 36
audio connector cable spare part numbers 55 preventing damage 35-37
removal 61 caring for your computer 39 eMMC
spare part numbers 61 cautions product description 2
audio-out (headphone)/audio-in electrostatic discharge 35, 36 esc key, identifying 15
(microphone) combo jack, cleaning your computer 39
identifying 8 caring for wood veneer 41 F
audio, product description 2 disinfecting 40
fan
HP Easy Clean 39
illustrated 26
B removing dirt and debris 39
removal 58
components
backup, creating 159 spare part number 26, 58
bottom 18
backups 159 fingerprint reader board
display 9
battery removal 60
keyboard area 10
illustrated 26 spare part numbers 60
left side 8
spare part number 26 fingerprint reader, identifying 14
rear 19
battery light 9 fn key, identifying 15
right side 7
BIOS fn lock light, identifying 13
computer major components 23
determining version 152, 156
Computer Setup G
downloading an update 153,
navigating and selecting 155
156, 157 graphics, product description 1
restoring factory settings 155
starting the Setup Utility 152 grounding methods 35-37
starting 155
updating 152, 156 guidelines
computer specifications 168
Bluetooth label 20 packaging 35, 41
connector, power 9
boot order transporting 35, 41
changing using the f9 workstation 35
D
prompt 157
boot order, changing 161 display H
bottom cover specifications 168
illustrated 27 display assembly hard drive
removal 44 subcomponents 27 product description 2
specifications 168
Index 181
hardware, locating 7 keyboard backlight N
HDMI port, identifying 8 action key 17
nano SIM card, inserting 21
heat sink keyboard with top cover
Near Field Communications (NFC)
illustrated 26 spare part numbers 77
tapping area and antenna,
removal 56 keypad
identifying 12
spare part number 26 integrated numeric 16
nonvolatile memory 171
spare part numbers 56 keys
num lk light 13
hinge action 16
num lk light, identifying 13
illustrated 27 esc 15
spare part number 27 fn 15
O
hinge cover num lk 16
illustrated 27 Windows 15 operating system, product
spare part number 27 description 5
hot keys L
break 18 P
labels
insert 18 packaging guidelines 35, 41
Bluetooth 20
microphone mute 17 pointing device, product
regulatory 20
pause 18 description 3
serial number 20
programming query 18 ports
service 20
scroll lock 18 HDMI 8
wireless certification 20
using 18 product description 3
WLAN 20
HP PC Hardware Diagnostics UEFI USB SuperSpeed 5 Gbps 8
left side components 8
downloading 165 USB SuperSpeed 5 Gbps port with
lights
failure ID code 164 HP Sleep and Charge 8
AC adapter and battery 9
starting 165 USB Type-C power connector and
battery 9
using 164 Thunderbolt port with HP
camera 10
HP PC Hardware Diagnostics Sleep and Charge 9
caps lock 13
Windows power button, identifying 14, 16
fn lock 13
accessing 162, 163 power connector
microphone mute 13
downloading 163 identifying USB Type-C 9
num lk 13
failure ID code 162 power cord
power 13
installing 164 requirements for all
privacy key 13
using 162 countries 178
lights, mute 13
HP Recovery media requirements for specific
lights, num lk 13
recovery 160 countries and regions 178
low blue light mode 9
HP Sure Recover 161 set requirements 178
HP Sure Start 171, 177 M power cords, spare part
numbers 29
I memory
power lights 13
nonvolatile 171
illustrated parts catalog 23 power requirements, product
volatile 171
integrated numeric keypad, description 4
memory module
identifying 16 primary storage
internal microphones, product description 2
memory modules
identifying 10 privacy key light 13
removal 47
privacy screen action key,
spare part numbers 47
J identifying 17
microphone
processor
jacks product description 2
audio-out (headphone)/audio-in microphone mute key,
product description
(microphone) combo 8 identifying 17
audio 2
microphone mute light,
display panel 1
K identifying 13
eMMC 2
microSD card, inserting 21
keyboard graphics 1
mute light, identifying 13
product description 3 hard drive 2
mute volume action key 17
182 Index
keyboard 3 security cable slot, identifying 7 T
memory module 2 security, product description 4
top cover/keyboard
microphone 2 sensors, product description 3
illustrated 24
operating system 5 serial number, computer 20
pointing device 3 service labels, locating 20
touchpad
ports 3 serviceability, product
illustrated 24
power requirements 4 description 6
removal 62
primary storage 2 setup utility
settings 11
processors 1 navigating and selecting 155
product name 1 restoring factory settings 155
RJ-45 (network) jack 2 SIM card slot, identifying 7
touchpad buttons
security 4 SIM card, correct size 21
identifying 12
sensors 3 SIM card, inserting 21
touchpad zone, identifying 12
serviceability 6 slots
TPM settings 158
solid-state drive 2 security cable 7
transporting guidelines 35, 41
video 2 SIM card 7
traveling with the computer 20
wireless 3 smart card 9
product name 1 smart card slot, identifying 9
U
product name and number, software installed, locating 7
computer 20 solid-state drive USB board
programable key, identifying 18 illustrated 26 removal 59
product description 2 spare part number 59
R removal and replacement 52 USB SuperSpeed 5 Gbps port,
spare part number 26 identifying 8
recovery 159
specifications 169, 170 USB Type-C power connector and
discs 160
spare part country codes 77 Thunderbolt port with HP Sleep
media 160
speaker and Charge, identifying 9
USB flash drive 160
removal 54
recovery media 159
spare part number 54 V
creating using HP Cloud Recovery
speaker volume action keys 17 vents, identifying 19
Download Tool 159
speakers, identifying 19 video, product description 2
creating using Windows
special keys, using 15 volume
tools 159
specifications adjusting 17
regulatory information
computer 168 mute 17
regulatory label 20
display 168
wireless certification labels 20
hard drive 168 W
Remote HP PC Hardware Diagnostics
solid-state drive 169, 170
UEFI settings Windows
static electricity 35, 36
customizing 166 backup 159
support information 41
using 166 recovery media 159
Sure Start
removal and replacement system restore point 159
using 158
procedures 44, 54 Windows key, identifying 15
switch screen image action key 16
solid-state drive 52 Windows tools, using 159
system board
removing personal data from wireless action key 17
illustrated 25
volatile system memory 171 wireless antennas
removal 64
restoring 159 illustrated 27
restoring and recovery spare part number 27
methods 160 wireless antennas, identifying 10
system memory, removing personal
right side components 7 wireless certification label 20
data from volatile 171
RJ-45 (network) jack, product wireless, product description 3
system restore 160
description 2 WLAN antennas, identifying 10
system restore point, creating 159
WLAN device 20
S WLAN label 20
screen brightness action keys 17 WLAN module
Screw Kit, spare part number 29 removal 48
Index 183
workstation guidelines 35
WWAN antennas, identifying 10
WWAN module
removal 50
184 Index

HP Zbook Firefly 14 G9 Service Manual

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Maintenance and Service Guide

The information contained herein is subject to

First Edition: March 2022

Document Part Number: N09570-001

iv Important notice about Customer Self-Repair parts

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

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

5 Removal and replacement procedures for Customer Self-Repair parts.............................................................................44

6 Removal and replacement procedures for authorized service provider parts...................................................................54

8 Using Setup Utility (BIOS) ..................................................................................................................................................152

9 Computer Setup (BIOS), TPM, and HP Sure Start...............................................................................................................155

10 Backing up, restoring, and recovering.............................................................................................................................159

11 Using HP PC Hardware Diagnostics .................................................................................................................................162

13 Statement of memory volatility ......................................................................................................................................171

14 Power cord set requirements ..........................................................................................................................................178

This table provides detailed product information.

Table 1-1 Product components and their descriptions

Product Name HP ZBook Firefly 14 inch G9 Mobile Workstation PC

Processors 12th Generation Intel® Core™ processors

Graphics Internal graphics

Intel Iris® Xe Graphics

NVIDIA® Quadro T550 Mobile

DDR4-4800 dual-channel support

low-power double data rate (LPDDR)

Supports the following configurations:

● 2 TB, PCIe-4 × 4, NVMe, Three Layer Cell (TLC)

● 1 TB, PCIe-4 × 4, NVMe, TLC

● 512 GB, PCIe, NVMe, value, TLC

● 512 GB, PCIe-4 × 4, SS, TLC, self-encrypted (SED) OPAL2

● 512 GB, PCIe, NVMe, value

● 256 GB, PCIe-4 × 4, SS, TLC

● 256 GB, PCIe-4 × 4, TLC, SED, OPAL2

● 256 GB, PCIe, NVMe, value

eMMC On-board embedded MultiMedia Controller (eMMC v5.0) configurations (MLC/TLC)

Audio and video Audio brand: Bang & Olufsen

Camera (integrated), HD RGB 720p

Camera (integrated), HD RGB 720p + fixed infrared (IR), 5 megapixels

Camera privacy cover

Supports WDR (Wide Dynamic Range)

RJ-45 (network) jack No direct Ethernet support, available via accessories

2 Chapter 1 Product description

Wireless Wireless Local Area Network (WLAN)

Compatible with Miracast® devices[

Two WLAN antennas configured at top of panel

Supports HP Connection Optimizer (with data analytics)

Supports HP Extended Range Wireless LAN

Supports HP LAN-Wireless Protection (WLAN/LAN/WWAN switching)

Near Field Communication (NFC) (select products only)

NFC Mirage WNC XRAV-1 Near Field Communication Module

WWAN (select products only)

Intel Patron XMM 7560 R+ LTE-Advanced Pro (Cat 16)

Intel Kavalan LTE 5000 G and GPS, M.2

Sensors Ambient light sensor (ALS)

Ports HDMI v2.0a

Audio-out (headphone)/audio-in (microphone) combo jack

USB 3.1 Gen 1 Type C (supports HP Sleep & Charge) (2)

USB 3.1 Gen 1 Type A (2)

AC Smart Pin adapter plug

Full size, not backlit, 3-coat paint, island style

Full size, backlit, 3-coat paint, island style, with privacy