HP ZBook 14u G6 - Page 166

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For more information about cable management, see Cable management on page 149.

152 Chapter 8 Troubleshooting guide

Main Page

Table of Contents7
Product Description15
Components21
Right21
Left23
Display24
Keyboard Area25
Touchpad25
Lights26
Buttons, Speakers, and Fingerprint Reader27
Special Keys29
Hot Keys (Select Products Only)30
Bottom30
Front31
Labels32
Illustrated Parts Catalog34
Computer Major Components34
Display Assembly Subcomponents37
Plastics Kit39
Cable Kit40
Miscellaneous Parts41
Removal and Replacement Procedures Preliminary Requirements43
Tools Required43
Service Considerations43
Plastic Parts43
Cables and Connectors43
Drive Handling44
Workstation Guidelines44
Electrostatic Discharge Information44
Generating Static Electricity45
Preventing Electrostatic Damage to Equipment45
Personal Grounding Methods and Equipment46
Grounding the Work Area46
Recommended Materials and Equipment46
Packaging and Transporting Guidelines47
Removal and Replacement Procedures for Customer Self-Repair Parts48
Component Replacement Procedures48
Preparation for Disassembly48
Bottom Cover48
Solid-State Drive (SSD)50
Memory Modules51
Wlan/Bluetooth Combo Card52
WWAN Module54
Keyboard56
Removal and Replacement Procedures for Authorized Service Provider Parts59
Component Replacement Procedures59
Battery60
Heat Sink Assembly62
RTC Battery65
USB Board66
RJ-45 Board with Bracket67
Power Button Board68
Speaker Assembly69
Touchpad70
Touchpad Button Board72
Prepare the Computer for Disassembly (Preparation for Disassembly72
Remove the Bottom Cover (See Bottom Cover72
NFC Module73
Smart Card Reader74
Fan75
System Board77
Remove the RJ-45 Board and Bracket77
Fingerprint Reader Assembly80
Prepare the Computer for Disassembly (Preparation for Disassembly80
Display Assembly81
Remove the Bottom Cover (See Bottom Cover81
Disconnect the Battery Cable from the System Board (See Battery81
Top Cover91
Interpreting System Validation Diagnostic Front Panel Leds and Audible Codes92
Troubleshooting Guide94
Resources95
General Troubleshooting Steps95
Identify the Issue96
Understand the Issue96
Boot up Sequence96
Failure Classification96
Examine the Environment98
Perform a Visual Inspection of Hardware99
Update BIOS and Drivers99
Manually Updating BIOS and Drivers99
Remotely Deploying BIOS and Drivers99
Analyze the Issue99
Remove or Uninstall Recently Added Hardware, Software99
HP Hardware Diagnostics and Tools100
HP PC Hardware Diagnostics (UEFI)100
HP BIOS Configuration Utility (BCU)102
HP Image Diagnostic Tool102
HP Thermal Monitor102
Non HP Diagnostics Tools102
Status Lights, Blinking Light Codes, Troubleshooting Lights, and POST Error Messages103
Status Lights103
Blinking Light Codes104
POST Error Messages104
Resolve the Issue105
Hard Reset105
Soft Reset (Default Settings)106
10. Reseat Cables and Connections106
11. Test with Minimum Configuration107
Essential Hardware Configuration107
Safe Mode108
Test with Verified Working Configuration (Hardware And/Or Operating System)108
13. Replace the System Board108
Verify Solution109
Helpful Hints109
At Startup110
During Operation110
Consulting with HP Service111
Common Issues and Possible Solutions111
Power-On Issues111
No Power111
Intermittent Power-On, Shutdown, Reboot113
AC Adapter Issue114
Battery Not Recognized, Not Charging115
Battery Discharges too Fast116
Burnt Smell117
Post117
No Video (with Power)117
Blinking Lights119
Diagnostics Error Messages119
BIOS Password120
Performance (OS)120
Intermittent Shutdown121
Blue Screen122
Freeze at Windows Logo (Hang/Lockup)124
Electromagnetic Interference (EMI)125
No Wake up126
Unresponsive127
Slow Performance127
HP Smart Adapter Warning Message127
Incorrect Time and Date128
Display129
Display Anomalies129
Symptom129
Quick Check130
HP PC Hardware Diagnostics (UEFI) for Video Test130
Display Assembly Diagram130
Dead Pixel131
No Video (Internal)131
No Video (External)132
Displayport/Vga132
Hdmi132
No or Bad External Video Via Docking133
Incorrect or Missing Color/Distorted Image133
Touch Screen134
I/O Devices135
Keyboard135
Keyboard Point Stick136
Keyboard Backlight136
Touchpad137
Network Connectivity Ethernet (RJ-45 Jack)137
Network Connectivity Wireless (WLAN)137
Wwan138
Usb138
Smart Card Reader140
Speaker, Headphone - Audio Issues141
Thunderbolt (TB)142
Storage143
Hard Drive/Solid-State Drive Not Recognized144
No Boot to Operating System (no Read/Write Error)144
Read-Write Error145
Slow Performance145
Blue Screen (BSOD) Error145
Noisy Hard Drive146
Mechanical147
Fan Error Message - 90B147
Noise (Sound)148
Fan Runs Constantly149
Thermal Shutdown (Hot)150
Stuck Power Button150
Additional Information151
Acronyms151
Blinking Lights and Boot Error Codes152
Processor Not Executing Code152
BIOS Recovery Code Unable to Find Valid BIOS Recovery Image152
Memory Module Error152
Graphics Controller Error (no Controller)153
Failure - System Board Error153
Intel Trusted Execution Technology (TXT) Error153
Sure Start Unable to Find Valid BIOS Boot Block Image153
Sure Start Has Identified a Problem (Manual Recovery Policy Set)154
POST Error Messages and User Actions154
Routine Maintenance for Performance Improvement156
Common Blue Screen Error Messages156
Error Message List156
Bug Check Symbolic Names156
Microsoft General Troubleshooting of Windows Bug Check Codes157
Use Windows Debugging Tool157
Windows Software Development Kit (SDK)158
Display Issue: Pixel Anomalies162
Cable Management163
Connector Types164
Computer Setup (BIOS), TPM, and HP Sure Start167
Using Computer Setup167
Starting Computer Setup167
Navigating and Selecting in Computer Setup167
Restoring Factory Settings in Computer Setup167
Updating the BIOS168
Determining the BIOS Version168
Downloading a BIOS Update168
Changing the Boot Order Using the F9 Prompt169
TPM BIOS Settings (Select Products Only)169
Using HP Sure Start (Select Products Only)170
10 Using HP PC Hardware Diagnostics171
Using HP PC Hardware Diagnostics Windows (Select Products Only)171
Downloading HP PC Hardware Diagnostics Windows171
Downloading the Latest HP PC Hardware Diagnostics Windows Version172
Downloading HP Hardware Diagnostics Windows by Product Name or Number (Select Products Only)172
Installing HP PC Hardware Diagnostics Windows172
Using HP PC Hardware Diagnostics UEFI172
Starting HP PC Hardware Diagnostics UEFI173
Downloading HP PC Hardware Diagnostics UEFI to a USB Flash Drive173
Downloading the Latest HP PC Hardware Diagnostics UEFI Version173
Downloading HP PC Hardware Diagnostics UEFI by Product Name or Number (Select Products Only)173
Using Remote HP PC Hardware Diagnostics UEFI Settings (Select Products Only)174
Downloading Remote HP PC Hardware Diagnostics UEFI174
Downloading the Latest Remote HP PC Hardware Diagnostics UEFI Version174
Number174
Customizing Remote HP PC Hardware Diagnostics UEFI Settings174
11 Backing Up, Restoring, and Recovering176
Backing up Information and Creating Recovery Media176
Using Windows Tools176
Using the HP Cloud Recovery Download Tool to Create Recovery Media (Select Products Only)176
Restoring and Recovery177
Restoring, Resetting, and Refreshing Using Windows Tools177
Recovering Using HP Recovery Media177
Changing the Computer Boot Order177
12 Specifications178
Computer Specifications178
35.6 CM (14.0 In.) Display Specifications179
M.2 Pcie Solid-State Drive Specifications180
M.2 SATA Solid-State Drive Specifications181
13 Power Cord Set Requirements182
Requirements for All Countries182
Requirements for Specific Countries and Regions183
14 Statement of Memory Volatility185
Nonvolatile Memory Usage187
Questions and Answers189
Using HP Sure Start (Select Models Only)190
15 Recycling191
Index192

HP ZBook 14u G6 - Page 166

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