HP ZBook 14U G5 - Page 168

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6. Open the crash dump le.

156 Chapter 8 Troubleshooting guide

Main Page

Table of Contents7
Product Description13
Components19
Right19
Left21
Display22
Keyboard Area24
Touchpad24
Lights25
Buttons, Speakers, and Fingerprint Reader27
Special Keys28
Action Keys29
Hot Keys (Select Products Only)30
Bottom31
Front32
Cover33
Labels34
Illustrated Parts Catalog36
Computer Major Components36
Cable Kit39
Display Assembly Subcomponents40
Plastics Kit42
Miscellaneous Parts42
Removal and Replacement Procedures Preliminary Requirements43
Tools Required43
Service Considerations43
Plastic Parts43
Cables and Connectors44
Drive Handling44
Grounding Guidelines45
Electrostatic Discharge Damage45
Packaging and Transporting Guidelines46
Workstation Guidelines46
Equipment Guidelines47
Removal and Replacement Procedures for Customer Self-Repair Parts48
Component Replacement Procedures48
Bottom Cover48
Solid-State Drive (SSD)50
Memory Modules51
Wlan/Bluetooth Combo Card53
WWAN Module55
Keyboard57
Removal and Replacement Procedures for Authorized Service Provider Parts60
Component Replacement Procedures60
Battery61
Heat Sink Assembly63
RTC Battery66
USB Board67
RJ-45 Board with Bracket68
Power Button Board69
Speaker Assembly70
Fingerprint Reader Assembly71
Touchpad72
Touchpad Button Board74
NFC Module75
Smart Card Reader76
Fan77
System Board79
Display Assembly83
Top Cover93
Interpreting System Validation Diagnostic Front Panel Leds and Audible Codes94
Troubleshooting Guide96
Resources97
General Troubleshooting Steps97
Identify the Issue98
Understand the Issue98
Boot up Sequence98
Failure Classification98
Examine the Environment100
Perform a Visual Inspection of Hardware101
Update BIOS and Drivers101
Manually Updating BIOS and Drivers101
Remotely Deploying BIOS and Drivers101
Analyze the Issue101
Remove or Uninstall Recently Added Hardware, Software101
HP Hardware Diagnostics and Tools102
HP PC Hardware Diagnostics (UEFI)102
HP Support Assistant (HPSA)104
HP BIOS Configuration Utility (BCU)105
HP Image Diagnostic Tool105
HP Thermal Monitor105
Non HP Diagnostics Tools105
Status Lights, Blinking Light Codes, Troubleshooting Lights, and POST Error Messages106
Status Lights106
Blinking Light Codes107
POST Error Messages107
Power Good (Troubleshooting) Lights108
Resolve the Issue109
Hard Reset109
Soft Reset (Default Settings)110
10. Reseat Cables and Connections110
11. Test with Minimum Configuration111
Essential Hardware Configuration111
Safe Mode112
Test with Verified Working Configuration (Hardware And/Or Operating System)112
13. Replace the System Board112
Verify Solution113
Helpful Hints113
At Startup114
During Operation114
Consulting with HP Service115
Common Issues and Possible Solutions115
Power-On Issues115
No Power115
Intermittent Power-On, Shutdown, Reboot117
AC Adapter Issue119
Battery Not Recognized, Not Charging119
Battery Discharges too Fast121
Burnt Smell122
Post122
No Video (with Power)122
Blinking Lights123
Diagnostics Error Messages124
BIOS Password125
Performance (OS)125
Intermittent Shutdown126
Blue Screen127
Freeze at Windows Logo (Hang/Lockup)129
Electromagnetic Interference (EMI)130
No Wake up131
Unresponsive132
Slow Performance132
HP Smart Adapter Warning Message133
Incorrect Time and Date133
Display134
Display Anomalies134
Symptom134
Quick Check135
HP PC Hardware Diagnostics (UEFI) for Video Test135
Display Assembly Diagram136
Dead Pixel136
No Video (Internal)136
No Video (External)137
Displayport/Vga137
Hdmi137
No or Bad External Video Via Docking138
Incorrect or Missing Color/Distorted Image138
Touch Screen139
I/O Devices140
Keyboard140
Keyboard Point Stick141
Keyboard Backlight141
Touchpad142
Network Connectivity Ethernet (RJ-45 Jack)142
Network Connectivity Wireless (WLAN)143
Wwan144
Usb145
Smart Card Reader146
Speaker, Headphone - Audio Issues147
Thunderbolt (TB)148
Storage149
Hard Drive/Solid-State Drive Not Recognized150
No Boot to Operating System (no Read/Write Error)150
Read-Write Error151
Slow Performance151
Blue Screen (BSOD) Error151
Noisy Hard Drive152
Mechanical153
Fan Error Message - 90B153
Noise (Sound)154
Fan Runs Constantly155
Thermal Shutdown (Hot)156
Stuck Power Button156
Additional Information158
Acronyms158
Blinking Lights and Boot Error Codes159
Processor Not Executing Code159
BIOS Recovery Code Unable to Find Valid BIOS Recovery Image159
Memory Module Error159
Graphics Controller Error (no Controller)160
Failure - System Board Error160
Intel Trusted Execution Technology (TXT) Error160
Sure Start Unable to Find Valid BIOS Boot Block Image160
Sure Start Has Identified a Problem (Manual Recovery Policy Set)161
POST Error Messages and User Actions161
Routine Maintenance for Performance Improvement164
Common Blue Screen Error Messages164
Error Message List164
Bug Check Symbolic Names164
Microsoft General Troubleshooting of Windows Bug Check Codes165
Use Windows Debugging Tool165
Windows Software Development Kit (SDK)166
Display Issue: Pixel Anomalies170
Cable Management171
Connector Types172
Computer Setup (BIOS), TPM, and HP Sure Start174
Using Computer Setup174
Starting Computer Setup174
Using a USB Keyboard or USB Mouse to Start Computer Setup (BIOS)174
Navigating and Selecting in Computer Setup174
Restoring Factory Settings in Computer Setup175
Updating the BIOS175
Determining the BIOS Version175
Downloading a BIOS Update176
Changing the Boot Order Using the F9 Prompt177
TPM BIOS Settings (Select Products Only)177
Using HP Sure Start (Select Products Only)177
Using HP PC Hardware Diagnostics (UEFI)178
Downloading HP PC Hardware Diagnostics (UEFI) to a USB Device178
11 Backing Up, Restoring, and Recovering180
Creating Recovery Media and Backups180
Using HP Recovery Media (Select Products Only)180
Using Windows Tools181
Using the HP Cloud Recovery Download Tool (Select Products Only)182
Restore and Recovery182
Recovering Using HP Recovery Manager182
What You Need to Know before You Get Started182
Using the HP Recovery Partition (Select Products Only)183
Using HP Recovery Media to Recover184
Changing the Computer Boot Order184
Removing the HP Recovery Partition (Select Products Only)184
12 Specifications185
Computer Specifications185
35.6-CM (14.0-In) Display Specifications186
M.2 Pcie Solid-State Drive Specifications187
M.2 SATA Solid-State Drive Specifications188
13 Power Cord Set Requirements189
Requirements for All Countries189
Requirements for Specific Countries and Regions189
14 Statement of Memory Volatility191
Nonvolatile Memory Usage193
Questions and Answers195
Using HP Sure Start (Select Models Only)196
15 Recycling197
Index198

HP ZBook 14U G5 - Page 168

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