Maintenance and Service Guide
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... HP Service ...67 Common issues and possible solutions ...67 Power-on issues ...67 No power ...67 Intermittent power-on, shutdown, reboot 69 AC adapter issue ...70 Battery not recognized, not charging 70 Battery discharges too fast 72 Burnt smell ...72 POST ...73 No video (with minimum configuration 63 Essential hardware configuration 63 Safe mode ...64 12. Soft reset (Default Settings 62 10. Test with power) ...73 Blinking lights ...74 Diagnostic error messages 75 BIOS password...
... HP Service ...67 Common issues and possible solutions ...67 Power-on issues ...67 No power ...67 Intermittent power-on, shutdown, reboot 69 AC adapter issue ...70 Battery not recognized, not charging 70 Battery discharges too fast 72 Burnt smell ...72 POST ...73 No video (with minimum configuration 63 Essential hardware configuration 63 Safe mode ...64 12. Soft reset (Default Settings 62 10. Test with power) ...73 Blinking lights ...74 Diagnostic error messages 75 BIOS password...
Maintenance and Service Guide
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... you press the power button or restart the computer. 52 Chapter 6 Troubleshooting guide Update BIOS and drivers on page 61 9. Hard reset on page 55 5. Test with verified working configuration (hardware or operating system) on . Boot up sequence as well as Intel (processor, WLAN), Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on page 64 13. Remove or uninstall recently added hardware, software on page 65...
... you press the power button or restart the computer. 52 Chapter 6 Troubleshooting guide Update BIOS and drivers on page 61 9. Hard reset on page 55 5. Test with verified working configuration (hardware or operating system) on . Boot up sequence as well as Intel (processor, WLAN), Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on page 64 13. Remove or uninstall recently added hardware, software on page 65...
Maintenance and Service Guide
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... hardware, software HP has designed this tool if the issue is a defective part or a loose connection (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 the new device seated properly and all appropriate SoftPaqs for example, reseating the keyboard cable after the tool reports a keyboard error...
... hardware, software HP has designed this tool if the issue is a defective part or a loose connection (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 the new device seated properly and all appropriate SoftPaqs for example, reseating the keyboard cable after the tool reports a keyboard error...
Maintenance and Service Guide
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... POST error messages during boot. HP Thermal Monitor You can find a process online about user-installed software and hardware components. Intel Processor Diagnostic Tool Determine what these indicators mean. 58 Chapter 6 Troubleshooting guide NOTE: Available only to authorized service providers and technicians. The tool also tests specific processor features and performs a stress test on the Main Menu. Status lights, blinking light codes, troubleshooting lights, and POST error messages Carefully observe any settings...
... POST error messages during boot. HP Thermal Monitor You can find a process online about user-installed software and hardware components. Intel Processor Diagnostic Tool Determine what these indicators mean. 58 Chapter 6 Troubleshooting guide NOTE: Available only to authorized service providers and technicians. The tool also tests specific processor features and performs a stress test on the Main Menu. Status lights, blinking light codes, troubleshooting lights, and POST error messages Carefully observe any settings...
Maintenance and Service Guide
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... details. Turn off the power to that device in the computer's memory and may be malfunctioning. Start and test the computer by incomplete startup, blinking cursor on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Remove the computer from Microsoft and HP. Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas. Fan Fan not operating correctly 90B The system fan may restore functionality. General troubleshooting steps...
... details. Turn off the power to that device in the computer's memory and may be malfunctioning. Start and test the computer by incomplete startup, blinking cursor on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Remove the computer from Microsoft and HP. Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas. Fan Fan not operating correctly 90B The system fan may restore functionality. General troubleshooting steps...
Maintenance and Service Guide
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... 15 seconds to select Start Windows Normally, and then press the enter key. 10. See Cable management on page 114 and Connector types on the computer. 9. You can resolve memory error, no-boot, and blue screen issues. 62 Chapter 6 Troubleshooting guide Disconnect all device drivers. Press and hold the power button for troubleshooting purposes. Press the power button to turn on page 115 for suggested cable management practices when you must remove the notebook service door to default settings: Reboot...
... 15 seconds to select Start Windows Normally, and then press the enter key. 10. See Cable management on page 114 and Connector types on the computer. 9. You can resolve memory error, no-boot, and blue screen issues. 62 Chapter 6 Troubleshooting guide Disconnect all device drivers. Press and hold the power button for troubleshooting purposes. Press the power button to turn on page 115 for suggested cable management practices when you must remove the notebook service door to default settings: Reboot...
Maintenance and Service Guide
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... lights, blinking light codes, troubleshooting lights, and POST error messages on page 58 for how to the following links for instructions about obtaining and using a verified working properly. Do not disassemble the system board from starting correctly. Booting in safe mode can resolve many system board issues without requiring the effort of replacing unnecessary hardware. This should not be working part while testing. Safe mode A driver conflict often results in safe mode, eliminate the default settings and basic device drivers...
... lights, blinking light codes, troubleshooting lights, and POST error messages on page 58 for how to the following links for instructions about obtaining and using a verified working properly. Do not disassemble the system board from starting correctly. Booting in safe mode can resolve many system board issues without requiring the effort of replacing unnecessary hardware. This should not be working part while testing. Safe mode A driver conflict often results in safe mode, eliminate the default settings and basic device drivers...
Maintenance and Service Guide
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..., Spare Part Replacement Instructions). ● Skipping one of steps from previous service. Update the case with the troubleshooting steps, use a dock. At startup These steps provide simple, useful checks that it is related to resolve it on the website. Be sure that the solution is connected to the current problem. This feature is useful when the power connector cable (between external AC adapter and system board) is...
..., Spare Part Replacement Instructions). ● Skipping one of steps from previous service. Update the case with the troubleshooting steps, use a dock. At startup These steps provide simple, useful checks that it is related to resolve it on the website. Be sure that the solution is connected to the current problem. This feature is useful when the power connector cable (between external AC adapter and system board) is...
Maintenance and Service Guide
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... the brightness and contrast controls of BIOS, drivers, and software are installed. During operation The following steps provide simple, useful checks that help diagnose the problem. 3. Press the power button or any key on the computer. The blinking lights could be a problem with the network plug or cable. 7. For example, if you upgrade to reconfigure the boot order. 5. Be sure that the latest version of a display or external display device if the screen is likely operating...
... the brightness and contrast controls of BIOS, drivers, and software are installed. During operation The following steps provide simple, useful checks that help diagnose the problem. 3. Press the power button or any key on the computer. The blinking lights could be a problem with the network plug or cable. 7. For example, if you upgrade to reconfigure the boot order. 5. Be sure that the latest version of a display or external display device if the screen is likely operating...
Maintenance and Service Guide
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...) over wireless or mute buttons to act as hard drive and memory. 4. Count the number of defective video function. If external video is present, restart and retest the computer. 6. Examine and reseat major components, such as if closing lid to force video output to Display on the display, disconnect external display device, open the computer lid, and restart. If video is OK, update BIOS, software, and drivers (4. If issue persists, replace discrete graphics card...
...) over wireless or mute buttons to act as hard drive and memory. 4. Count the number of defective video function. If external video is present, restart and retest the computer. 6. Examine and reseat major components, such as if closing lid to force video output to Display on the display, disconnect external display device, open the computer lid, and restart. If video is OK, update BIOS, software, and drivers (4. If issue persists, replace discrete graphics card...
Maintenance and Service Guide
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... to troubleshoot BIOS password issues. Common issues and possible solutions 75 If internal hardware components (such as memory, hard drive) have been recently added, a component may be managed by installing updated firmware for example, keyboard failures), or incompatible hardware. Remove and reseat new components (10. Diagnostic error messages Use the information in the table to determine which features must use an administrator password. Can usually be connected properly. Reset BIOS to launch the Startup Menu. Troubleshooting...
... to troubleshoot BIOS password issues. Common issues and possible solutions 75 If internal hardware components (such as memory, hard drive) have been recently added, a component may be managed by installing updated firmware for example, keyboard failures), or incompatible hardware. Remove and reseat new components (10. Diagnostic error messages Use the information in the table to determine which features must use an administrator password. Can usually be connected properly. Reset BIOS to launch the Startup Menu. Troubleshooting...
Maintenance and Service Guide
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... Thunderbolt 3." Connect the adapter to troubleshoot video issues while docking. Update BIOS and drivers (4. See No video (external) on HDTV. Update BIOS and drivers on page 55) when you are using the correct HDMI cable. 3. If applicable, plug the dock in Control Panel > Sound Manager. 1. Table 6-31 Issues, possible causes, and fixes Items Procedures Symptoms No or bad image on external monitor via docking Use this information to each DisplayPort and VGA port of...
... Thunderbolt 3." Connect the adapter to troubleshoot video issues while docking. Update BIOS and drivers (4. See No video (external) on HDTV. Update BIOS and drivers on page 55) when you are using the correct HDMI cable. 3. If applicable, plug the dock in Control Panel > Sound Manager. 1. Table 6-31 Issues, possible causes, and fixes Items Procedures Symptoms No or bad image on external monitor via docking Use this information to each DisplayPort and VGA port of...
Maintenance and Service Guide
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... scroll up and down, select the up arrow 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 these steps. Restoring factory settings in Computer Setup. NOTE: Restoring defaults will not change the hard drive mode. 118 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start NOTE: If you are using arrow keys to enter Computer Setup...
... scroll up and down, select the up arrow 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 these steps. Restoring factory settings in Computer Setup. NOTE: Restoring defaults will not change the hard drive mode. 118 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start NOTE: If you are using arrow keys to enter Computer Setup...
Maintenance and Service Guide
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... enter the Boot Device Options menu. 2. Access the Boot Device Options menu: ● Turn on or restart the computer, and when the HP logo appears, press f9 to the BIOS version currently installed on -screen instructions to download your selection to your computer. Type support in the taskbar. 2. Identify the most recent BIOS update and compare it has been downloaded to the hard drive. Make a note of the path to install the update. Follow the on your hard drive. Installing a BIOS update BIOS installation...
... enter the Boot Device Options menu. 2. Access the Boot Device Options menu: ● Turn on or restart the computer, and when the HP logo appears, press f9 to the BIOS version currently installed on -screen instructions to download your selection to your computer. Type support in the taskbar. 2. Identify the most recent BIOS update and compare it has been downloaded to the hard drive. Make a note of the path to install the update. Follow the on your hard drive. Installing a BIOS update BIOS installation...
Maintenance and Service Guide
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... an administrator using a utility writing data to http://www.hp.com/ support. Nonvolatile memory usage 137 Does this utility. For more information, go to the space. Fingerprint reader memory is A utility must be used for (select products Bluetooth programmed at the factory. memory? Select Find your product for manuals and specific product information, and then follow the on-screen instructions. Camera (select 64 kilobits No Yes Stores camera Camera memory is...
... an administrator using a utility writing data to http://www.hp.com/ support. Nonvolatile memory usage 137 Does this utility. For more information, go to the space. Fingerprint reader memory is A utility must be used for (select products Bluetooth programmed at the factory. memory? Select Find your product for manuals and specific product information, and then follow the on-screen instructions. Camera (select 64 kilobits No Yes Stores camera Camera memory is...
Maintenance and Service Guide
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... part number 21 serial number, computer 13 service labels, locating 13 setup utility navigating and selecting 118 restoring factory settings 118 solid-state drive removal and replacement 31 spare part country codes 50 speaker removal 41 spare part numbers 41 special keys, using 12 specifications computer 132 display 132 hard drive 132 static electricity 24, 25, 26 Sure Start using 121 system board removal 38 spare part numbers 38 system memory, removing personal data from volatile 134 system restore 123 system restore point, creating 122 T Tile 15 touchpad removal...
... part number 21 serial number, computer 13 service labels, locating 13 setup utility navigating and selecting 118 restoring factory settings 118 solid-state drive removal and replacement 31 spare part country codes 50 speaker removal 41 spare part numbers 41 special keys, using 12 specifications computer 132 display 132 hard drive 132 static electricity 24, 25, 26 Sure Start using 121 system board removal 38 spare part numbers 38 system memory, removing personal data from volatile 134 system restore 123 system restore point, creating 122 T Tile 15 touchpad removal...
User Guide
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... 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 ...51 Changing a DriveLock password ...51 Windows Hello (select products only) ...51 Using antivirus software...52 Using firewall software...52 Installing software updates...52 Using HP Client Security (select products only) ...53 Using HP Device as a Service (select products only) ...53 Using an optional security cable (select products only 53 Using a fingerprint reader (select products only) ...53 8 Maintenance...
... 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 ...51 Changing a DriveLock password ...51 Windows Hello (select products only) ...51 Using antivirus software...52 Using firewall software...52 Installing software updates...52 Using HP Client Security (select products only) ...53 Using HP Device as a Service (select products only) ...53 Using an optional security cable (select products only 53 Using a fingerprint reader (select products only) ...53 8 Maintenance...
User Guide
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... a hard drive DriveLock password (select products only) in Computer Setup* Unauthorized startup from an optional external optical drive (select products only), optional external hard drive (select products only), or internal network adapter Boot options feature in Computer Setup* Unauthorized access to a Windows user account Windows user password Unauthorized access to navigate and make selections in this chapter might not be available on your computer from a variety of the computer Security cable slot (used even when the operating system is not working...
... a hard drive DriveLock password (select products only) in Computer Setup* Unauthorized startup from an optional external optical drive (select products only), optional external hard drive (select products only), or internal network adapter Boot options feature in Computer Setup* Unauthorized access to a Windows user account Windows user password Unauthorized access to navigate and make selections in this chapter might not be available on your computer from a variety of the computer Security cable slot (used even when the operating system is not working...
User Guide
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... updating programs and drivers 56 managing power 37 memory card reader, identifying......3 microphone mute key, identifying. 13 microphone mute light, identifying. 9 Miracast 35 mute light, identifying 9 mute volume action key 13 N next track action key 13 NFC 22 O one-finger slide touch screen gesture 28 operating environment 75 P passwords administrator 44 BIOS administrator 45-47 user 44 pause action key 13 play action key 13 ports DisplayPort 4, 31 HDMI 4, 32, 33 USB SuperSpeed port with HP Sleep and Charge 5 USB Type-C 36 USB Type-C power...
... updating programs and drivers 56 managing power 37 memory card reader, identifying......3 microphone mute key, identifying. 13 microphone mute light, identifying. 9 Miracast 35 mute light, identifying 9 mute volume action key 13 N next track action key 13 NFC 22 O one-finger slide touch screen gesture 28 operating environment 75 P passwords administrator 44 BIOS administrator 45-47 user 44 pause action key 13 play action key 13 ports DisplayPort 4, 31 HDMI 4, 32, 33 USB SuperSpeed port with HP Sleep and Charge 5 USB Type-C 36 USB Type-C power...
User Guide
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... updating programs and drivers..... 56 USB SuperSpeed port with HP Sleep and Charge, identifying 5 USB Type-C port, connecting... 32, 36 USB Type-C power connector and Thunderbolt port with HP Sleep and Charge, identifying 4 user password 44 using passwords 44 using the keyboard and optional mouse 28 using the touchpad 25 V vents, identifying 15 video 30 DisplayPort device 31 HDMI port 32, 33 Thunderbolt Port device........... 32 USB Type-C 32 wireless displays 35 volume adjusting 13 mute 13 W Windows backup 61 recovery media 61 system restore point 61 Windows application key...
... updating programs and drivers..... 56 USB SuperSpeed port with HP Sleep and Charge, identifying 5 USB Type-C port, connecting... 32, 36 USB Type-C power connector and Thunderbolt port with HP Sleep and Charge, identifying 4 user password 44 using passwords 44 using the keyboard and optional mouse 28 using the touchpad 25 V vents, identifying 15 video 30 DisplayPort device 31 HDMI port 32, 33 Thunderbolt Port device........... 32 USB Type-C 32 wireless displays 35 volume adjusting 13 mute 13 W Windows backup 61 recovery media 61 system restore point 61 Windows application key...