HP ZBook 15u G5

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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
Display Assembly Subcomponents39
Cable Kit41
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 Modules52
Wlan/Bluetooth Combo Card54
WWAN Module56
Keyboard58
Removal and Replacement Procedures for Authorized Service Provider Parts61
Component Replacement Procedures61
Battery62
Heat Sink Assembly64
RTC Battery67
USB Board68
RJ-45 Board with Bracket69
Power Button Board70
Speaker Assembly71
Fingerprint Reader Assembly72
Touchpad73
Pointing Stick Module75
NFC Module76
Smart Card Reader77
Fan78
System Board80
Display Assembly84
Top Cover94
Interpreting System Validation Diagnostic Front Panel Leds and Audible Codes95
Troubleshooting Guide97
Resources98
General Troubleshooting Steps98
Identify the Issue99
Understand the Issue99
Boot up Sequence99
Failure Classification99
Examine the Environment101
Perform a Visual Inspection of Hardware102
Update BIOS and Drivers102
Manually Updating BIOS and Drivers102
Remotely Deploying BIOS and Drivers102
Analyze the Issue102
Remove or Uninstall Recently Added Hardware, Software102
HP Hardware Diagnostics and Tools103
HP PC Hardware Diagnostics (UEFI)103
HP Support Assistant (HPSA)105
HP BIOS Configuration Utility (BCU)106
HP Image Diagnostic Tool106
HP Thermal Monitor106
Non HP Diagnostics Tools106
Status Lights, Blinking Light Codes, Troubleshooting Lights, and POST Error Messages107
Status Lights107
Blinking Light Codes108
POST Error Messages108
Power Good (Troubleshooting) Lights109
Resolve the Issue110
Hard Reset110
Soft Reset (Default Settings)111
10. Reseat Cables and Connections111
11. Test with Minimum Configuration112
Essential Hardware Configuration112
Safe Mode113
Test with Verified Working Configuration (Hardware And/Or Operating System)113
13. Replace the System Board113
Verify Solution114
Helpful Hints114
At Startup115
During Operation115
Consulting with HP Service116
Common Issues and Possible Solutions116
Power-On Issues116
No Power116
Intermittent Power-On, Shutdown, Reboot118
AC Adapter Issue120
Battery Not Recognized, Not Charging120
Battery Discharges too Fast122
Burnt Smell123
Post123
No Video (with Power)123
Blinking Lights124
Diagnostics Error Messages125
BIOS Password126
Performance (OS)126
Intermittent Shutdown127
Blue Screen128
Freeze at Windows Logo (Hang/Lockup)130
Electromagnetic Interference (EMI)131
No Wake up132
Unresponsive133
Slow Performance133
HP Smart Adapter Warning Message134
Incorrect Time and Date134
Display135
Display Anomalies135
Symptom135
Quick Check136
HP PC Hardware Diagnostics (UEFI) for Video Test136
Display Assembly Diagram137
Dead Pixel137
No Video (Internal)137
No Video (External)138
Displayport/Vga138
Hdmi138
No or Bad External Video Via Docking139
Incorrect or Missing Color/Distorted Image139
Touch Screen140
I/O Devices141
Keyboard141
Keyboard Point Stick142
Keyboard Backlight142
Touchpad143
Network Connectivity Ethernet (RJ-45 Jack)143
Network Connectivity Wireless (WLAN)144
Wwan145
Usb146
Smart Card Reader147
Speaker, Headphone - Audio Issues148
Thunderbolt (TB)149
Storage150
Hard Drive/Solid-State Drive Not Recognized151
No Boot to Operating System (no Read/Write Error)151
Read-Write Error152
Slow Performance152
Blue Screen (BSOD) Error152
Noisy Hard Drive153
Mechanical154
Fan Error Message - 90B154
Noise (Sound)155
Fan Runs Constantly156
Thermal Shutdown (Hot)157
Stuck Power Button157
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
39.6-CM (15.6-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

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