Maintenance and Service Guide
Page 11
... BIOS Boot Block image 103 Sure Start has identified a problem (Manual Recovery Policy Set 103 POST error messages and user actions 103 Routine maintenance for performance improvement 105 Common blue screen error messages 106 Error message list ...106 Bug check symbolic names 106 Microsoft general troubleshooting of Windows bug check codes 106 Use Windows Debugging Tool ...107 Windows Software Development Kit (SDK 107 Display issue: pixel anomalies ...110 Cable management ...111 Connector types ...112 Flex cable...
... BIOS Boot Block image 103 Sure Start has identified a problem (Manual Recovery Policy Set 103 POST error messages and user actions 103 Routine maintenance for performance improvement 105 Common blue screen error messages 106 Error message list ...106 Bug check symbolic names 106 Microsoft general troubleshooting of Windows bug check codes 106 Use Windows Debugging Tool ...107 Windows Software Development Kit (SDK 107 Display issue: pixel anomalies ...110 Cable management ...111 Connector types ...112 Flex cable...
Maintenance and Service Guide
Page 40
..., 160 MHz, MIPI+BRI Intel Wireless-AC 9560 2 × 2 Wi-Fi + Bluetooth 5, MU-MIMO, M.2 2230 non-vPro, 160 MHz, MIPI+BRI Spare part number L92724-002 L22634-002 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with two antennas, the #1 white WLAN antenna cable connects to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1.
..., 160 MHz, MIPI+BRI Intel Wireless-AC 9560 2 × 2 Wi-Fi + Bluetooth 5, MU-MIMO, M.2 2230 non-vPro, 160 MHz, MIPI+BRI Spare part number L92724-002 L22634-002 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with two antennas, the #1 white WLAN antenna cable connects to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1.
Maintenance and Service Guide
Page 61
... Vendors' web sites Provide additional information for support and product division professionals. HP Hardware Diagnostics and Tools on page 58 9. Hard reset on page 53 7. Test with minimum configuration on page 59 10. Soft reset (Default Settings) on page 60 12. Reseat cables and connections on page 61 13. NOTE: You can ignore troubleshooting steps that is important to understand the issue...
... Vendors' web sites Provide additional information for support and product division professionals. HP Hardware Diagnostics and Tools on page 58 9. Hard reset on page 53 7. Test with minimum configuration on page 59 10. Soft reset (Default Settings) on page 60 12. Reseat cables and connections on page 61 13. NOTE: You can ignore troubleshooting steps that is important to understand the issue...
Maintenance and Service Guide
Page 65
... many problems using a full-range hardware and software qualification matrix. The HP PC Hardware Diagnostics (UEFI) tool is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error). In reality, you have added, be sure to install the latest drivers available from software issues, whether caused by the operating system or applications. Remotely deploying the BIOS and drivers Instead of manually searching...
... many problems using a full-range hardware and software qualification matrix. The HP PC Hardware Diagnostics (UEFI) tool is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error). In reality, you have added, be sure to install the latest drivers available from software issues, whether caused by the operating system or applications. Remotely deploying the BIOS and drivers Instead of manually searching...
Maintenance and Service Guide
Page 67
... editions of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components. The report may be exhibiting: status lights, blinking lights, and POST error messages during boot. NOTE: HP recommends that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the computer's BIOS configuration. For more information, see https...
... editions of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components. The report may be exhibiting: status lights, blinking lights, and POST error messages during boot. NOTE: HP recommends that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the computer's BIOS configuration. For more information, see https...
Maintenance and Service Guide
Page 70
... device at a time. Performing a hard reset might fix the following sections help you must disconnect or remove all information in the removal and replacement chapter for further details. Fan Fan not operating correctly 90B The system fan may restore functionality. Turn off the computer. 2. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from any port replicator or docking station. 58 Chapter 7 Troubleshooting guide Contact support if third-party wireless adapters...
... device at a time. Performing a hard reset might fix the following sections help you must disconnect or remove all information in the removal and replacement chapter for further details. Fan Fan not operating correctly 90B The system fan may restore functionality. Turn off the computer. 2. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from any port replicator or docking station. 58 Chapter 7 Troubleshooting guide Contact support if third-party wireless adapters...
Maintenance and Service Guide
Page 71
... the peripheral devices, run Windows Update and HP Support Assistant to default settings. Examples of the peripheral devices. 8. NOTE: Clearing the CMOS should only be necessary to reset the system BIOS to update all external connected peripheral devices such as USB storage devices, external displays, and printers. 4. See Cable management on page 111 and Connector types on computer's system board. Disconnect all device drivers. NOTE: Before disassembling the computer to select Start Windows Normally, and then press the enter key. 10...
... the peripheral devices, run Windows Update and HP Support Assistant to default settings. Examples of the peripheral devices. 8. NOTE: Clearing the CMOS should only be necessary to reset the system BIOS to update all external connected peripheral devices such as USB storage devices, external displays, and printers. 4. See Cable management on page 111 and Connector types on computer's system board. Disconnect all device drivers. NOTE: Before disassembling the computer to select Start Windows Normally, and then press the enter key. 10...
Maintenance and Service Guide
Page 73
... with verified working configuration (hardware or operating system) One troubleshooting technique that one item may replace the system board. This should not be working part while testing. Reseat cables and connections on page 59, or 10. ● 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 start your computer in safe mode: ● http://support.hp.com...
... with verified working configuration (hardware or operating system) One troubleshooting technique that one item may replace the system board. This should not be working part while testing. Reseat cables and connections on page 59, or 10. ● 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 start your computer in safe mode: ● http://support.hp.com...
Maintenance and Service Guide
Page 74
...: Determine whether a previous service case might be related to the customer, letting them know they have not been updated. ● Cables or connections are other basic functions. This feature is useful when the power connector cable (between external AC adapter and system board) is plugged into a working AC outlet. 2. If the solution you used was done to http://www.hp.com/go to resolve...
...: Determine whether a previous service case might be related to the customer, letting them know they have not been updated. ● Cables or connections are other basic functions. This feature is useful when the power connector cable (between external AC adapter and system board) is plugged into a working AC outlet. 2. If the solution you used was done to http://www.hp.com/go to resolve...
Maintenance and Service Guide
Page 75
... of a display or external display device if the screen is likely operating correctly. If the system remains in again. Then press the power button again to a working operating system drive. 8. For example, if you upgrade to avoid BIOS corruption. 5. Or plug an external monitor into the network connection. Verify that you might have been installed. Remove all cables for at least 4 seconds. There might support new features or fix the problem. 11. If software has...
... of a display or external display device if the screen is likely operating correctly. If the system remains in again. Then press the power button again to a working operating system drive. 8. For example, if you upgrade to avoid BIOS corruption. 5. Or plug an external monitor into the network connection. Verify that you might have been installed. Remove all cables for at least 4 seconds. There might support new features or fix the problem. 11. If software has...
Maintenance and Service Guide
Page 77
... cable exists and is out of range, replace the AC adapter. Contact HP Engineering 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 battery. Rear power light indicates external power to 20.5 V dc. 2. Check battery condition (overall result, cycle life, voltage) using HP PC Hardware Diagnostics (UEFI) tool. 2. Status lights, blinking light codes, troubleshooting lights...
... cable exists and is out of range, replace the AC adapter. Contact HP Engineering 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 battery. Rear power light indicates external power to 20.5 V dc. 2. Check battery condition (overall result, cycle life, voltage) using HP PC Hardware Diagnostics (UEFI) tool. 2. Status lights, blinking light codes, troubleshooting lights...
Maintenance and Service Guide
Page 83
Soft reset (Default Settings) on display panel side. 3. Go to next step to external video. Reseat display cable connection on page 59) if needed. Test with minimum configuration on page 60) by removing hard drive to isolate operating system issues and testing video in loss of defective video function. If video is video on the display, disconnect external display device, open the computer lid, and restart. If issue persists, replace discrete graphics card. 10. Hard reset on page 58) and verify...
Soft reset (Default Settings) on display panel side. 3. Go to next step to external video. Reseat display cable connection on page 59) if needed. Test with minimum configuration on page 60) by removing hard drive to isolate operating system issues and testing video in loss of defective video function. If video is video on the display, disconnect external display device, open the computer lid, and restart. If issue persists, replace discrete graphics card. 10. Hard reset on page 58) and verify...
Maintenance and Service Guide
Page 84
... Procedures Symptoms Lights blink on keyboard caps lock/num lock keys Possible causes Blinking lights on the computer. Soft reset (Default Settings) on page 59) one at a time. Count the number of hard drive). 4. Check for further options, press the esc key while restarting the computer. 72 Chapter 7 Troubleshooting guide Reseat cables and connections on page 59) 3. Restore hardware to its default condition. (9. Blinking lights Use this information to interpret blinking lights on startup usually indicate a problem with the instruction being sent...
... Procedures Symptoms Lights blink on keyboard caps lock/num lock keys Possible causes Blinking lights on the computer. Soft reset (Default Settings) on page 59) one at a time. Count the number of hard drive). 4. Check for further options, press the esc key while restarting the computer. 72 Chapter 7 Troubleshooting guide Reseat cables and connections on page 59) 3. Restore hardware to its default condition. (9. Blinking lights Use this information to interpret blinking lights on startup usually indicate a problem with the instruction being sent...
Maintenance and Service Guide
Page 104
Check headphone cable connection. 3. No sound from headphones 1. Be sure that might affect the audio (cell phone or portable communications handset.) Thunderbolt (TB) Use this information to default. 3. Check for TB controller), driver version (operating system driver), and application version. 92 Chapter 7 Troubleshooting guide Reset User Account Settings to troubleshoot Thunderbolt issues. No sound from external speakers 1. or - Update Intel Thunderbolt software that includes firmware version (for possible interference devices nearby that volume button light is...
Check headphone cable connection. 3. No sound from headphones 1. Be sure that might affect the audio (cell phone or portable communications handset.) Thunderbolt (TB) Use this information to default. 3. Check for TB controller), driver version (operating system driver), and application version. 92 Chapter 7 Troubleshooting guide Reset User Account Settings to troubleshoot Thunderbolt issues. No sound from external speakers 1. or - Update Intel Thunderbolt software that includes firmware version (for possible interference devices nearby that volume button light is...
Maintenance and Service Guide
Page 139
... used for products only) configuration programmed using a utility writing data to the from Windows. whenever the flash requires an upgrade. 802.11 WLAN 4 kilobits to http://www.hp.com/ support. not made and firmware. public unless a firmware upgrade is A utility must be entered at the factory. Nonvolatile memory usage 127 write-protected? Only firmware updates digitally signed by a remote management console or local applications that can be used for updating the firmware. Camera...
... used for products only) configuration programmed using a utility writing data to the from Windows. whenever the flash requires an upgrade. 802.11 WLAN 4 kilobits to http://www.hp.com/ support. not made and firmware. public unless a firmware upgrade is A utility must be entered at the factory. Nonvolatile memory usage 127 write-protected? Only firmware updates digitally signed by a remote management console or local applications that can be used for updating the firmware. Camera...
User Guide
Page 10
... manual DriveLock 48 Setting a DriveLock master password 49 Enabling DriveLock and setting a DriveLock user password 49 Disabling DriveLock ...50 Entering a DriveLock password 50 Changing a DriveLock password 50 Windows Hello (select products only) ...51 Using antivirus software ...51 Using firewall software ...52 Installing software updates ...52 Using HP Client Security (select products only 52 Using HP Device as a Service (select products only 52 Using an optional security cable (select products only 53 Using a fingerprint reader (select products only 53 8 Maintenance ...54...
... manual DriveLock 48 Setting a DriveLock master password 49 Enabling DriveLock and setting a DriveLock user password 49 Disabling DriveLock ...50 Entering a DriveLock password 50 Changing a DriveLock password 50 Windows Hello (select products only) ...51 Using antivirus software ...51 Using firewall software ...52 Installing software updates ...52 Using HP Client Security (select products only 52 Using HP Device as a Service (select products only 52 Using an optional security cable (select products only 53 Using a fingerprint reader (select products only 53 8 Maintenance ...54...
User Guide
Page 55
... device (touchpad, pointing stick, or USB mouse) or the keyboard to data Windows BitLocker Unauthorized removal of the computer Security cable slot (used even when the operating system is not working or will not load. You can be used with an optional security cable on select products only) *Computer Setup is an embedded, ROM-based utility that can use of the computer ● HP Client Security software, in combination with a password, smart card...
... device (touchpad, pointing stick, or USB mouse) or the keyboard to data Windows BitLocker Unauthorized removal of the computer Security cable slot (used even when the operating system is not working or will not load. You can be used with an optional security cable on select products only) *Computer Setup is an embedded, ROM-based utility that can use of the computer ● HP Client Security software, in combination with a password, smart card...
User Guide
Page 74
.... NOTE: Restoring defaults will not change the hard drive mode. 62 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start Restoring factory settings in Computer Setup You can prevent the computer from operating properly. To start Computer Setup, turn on -screen instructions. Navigating and selecting in Computer Setup To return all the input and output devices on the system (such as hard drives, display, keyboard, mouse, and printer). Using Computer Setup Computer Setup, or Basic Input/Output System (BIOS), controls communication...
.... NOTE: Restoring defaults will not change the hard drive mode. 62 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start Restoring factory settings in Computer Setup You can prevent the computer from operating properly. To start Computer Setup, turn on -screen instructions. Navigating and selecting in Computer Setup To return all the input and output devices on the system (such as hard drives, display, keyboard, mouse, and printer). Using Computer Setup Computer Setup, or Basic Input/Output System (BIOS), controls communication...
User Guide
Page 76
... File Explorer. 2. Follow the on-screen instructions to download your selection to the BIOS version currently installed on your computer. The hard drive designation is complete. The BIOS installation begins. 5. Select a boot device, press enter, and then follow these steps. 1. Type support in Computer Setup (BIOS). 64 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start or - Select your computer to install the update. Access the Boot Device Options menu: ● Turn on or restart the computer...
... File Explorer. 2. Follow the on-screen instructions to download your selection to the BIOS version currently installed on your computer. The hard drive designation is complete. The BIOS installation begins. 5. Select a boot device, press enter, and then follow these steps. 1. Type support in Computer Setup (BIOS). 64 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start or - Select your computer to install the update. Access the Boot Device Options menu: ● Turn on or restart the computer...
User Guide
Page 92
... Accessibility Professionals 75 K keyboard and optional mouse using 28 keys action 12 L labels Bluetooth 15 regulatory 15 serial number 15 service 15 wireless certification 15 WLAN 15 left side components 5 low battery level 40 M maintenance Disk Cleanup 54 Disk Defragmenter 54 updating programs and drivers 55 managing power 37 Miracast 35 N NFC 21 O one-finger slide touch screen gesture 28 operating environment 72 P passwords administrator 44 BIOS administrator 45, 46, 47 user 44 ports HDMI 32 USB Type-C 36 USB Type...
... Accessibility Professionals 75 K keyboard and optional mouse using 28 keys action 12 L labels Bluetooth 15 regulatory 15 serial number 15 service 15 wireless certification 15 WLAN 15 left side components 5 low battery level 40 M maintenance Disk Cleanup 54 Disk Defragmenter 54 updating programs and drivers 55 managing power 37 Miracast 35 N NFC 21 O one-finger slide touch screen gesture 28 operating environment 72 P passwords administrator 44 BIOS administrator 45, 46, 47 user 44 ports HDMI 32 USB Type-C 36 USB Type...