HP ZBook 15v G5 - Page 158

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148 Chapter 7 Troubleshooting guide

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Table of Contents5
Product Description11
Getting to Know Your Computer17
Right Side17
Left Side18
Display19
Keyboard Area20
Touchpad20
Lights21
Button and Speakers22
Special Keys23
Action Keys24
Bottom25
Labels26
Illustrated Parts Catalog27
Computer Major Components27
Display Assembly Subcomponents31
Mass Storage Devices33
Miscellaneous Parts34
Removal and Replacement Procedures Preliminary Requirements37
Tools Required37
Service Considerations37
Plastic Parts37
Cables and Connectors37
Drive Handling38
Electrostatic Discharge Damage38
Packaging and Transporting Guidelines39
Workstation Guidelines39
Equipment Guidelines40
Removal and Replacement Procedures for Authorized Service Provider Parts41
Component Replacement Procedures41
Display Subcomponents (Bezel, Panel, Camera)41
Bottom Cover48
Battery50
WLAN Module52
Memory Module54
Solid-State Drive (SSD)56
Hard Drive58
Card Reader Board60
Fans61
Heat Sink63
Touchpad Board65
USB Board and Security Bracket67
Audio Board69
Fingerprint Reader Module70
Power Button Board71
System Board73
Speakers76
Display Assembly77
Top Cover/Keyboard81
Interpreting System Validation Diagnostic Front Panel Leds and Audible Codes83
Troubleshooting Guide85
Resources86
General Troubleshooting Steps86
Identify the Issue87
Understand the Issue87
Boot up Sequence87
Failure Classification87
Examine the Environment89
Perform a Visual Inspection of Hardware90
Update BIOS and Drivers90
Manually Updating BIOS and Drivers90
Remotely Deploying BIOS and Drivers90
Analyze the Issue90
Remove or Uninstall Recently Added Hardware, Software90
HP Hardware Diagnostics and Tools91
HP PC Hardware Diagnostics (UEFI)91
HP Support Assistant (HPSA)93
HP BIOS Configuration Utility (BCU)94
HP Image Diagnostic Tool94
HP Thermal Monitor94
Non HP Diagnostics Tools94
Status Lights, Blinking Light Codes, Troubleshooting Lights, and POST Error Messages95
Status Lights95
Blinking Light Codes96
POST Error Messages96
Resolve the Issue97
Hard Reset97
Soft Reset (Default Settings)98
10. Reseat Cables and Connections98
11. Test with Minimum Configuration99
Essential Hardware Configuration99
Safe Mode100
Test with Verified Working Configuration (Hardware And/Or Operating System)100
13. Replace the System Board100
Verify Solution101
Helpful Hints101
At Startup101
During Operation102
Consulting with HP Service103
Common Issues and Possible Solutions103
Power-On Issues103
No Power103
Intermittent Power-On, Shutdown, Reboot105
AC Adapter Issues106
Battery Not Recognized, Not Charging107
Battery Discharges too Fast108
Burnt Smell109
Post109
No Video (with Power)109
Blinking Lights110
Diagnostics Error Messages111
BIOS Password112
Performance (OS)112
Intermittent Shutdown113
Blue Screen114
Freeze at Windows Logo (Hang/Lockup)116
Electromagnetic Interference (EMI)117
No Wake up118
Unresponsive119
Slow Performance119
HP Smart Adapter Warning Message120
Display120
Display Anomalies120
Symptom121
Quick Check121
HP PC Hardware Diagnostics (UEFI) for Video Test122
Display Assembly Diagram123
Dead Pixel123
No Video (Internal)123
No Video (External)124
Displayport/Vga124
Hdmi124
No or Bad External Video Via Docking125
Incorrect or Missing Color/Distorted Image125
Touch Screen126
I/O Devices127
Keyboard127
Keyboard Pointing Stick128
Keyboard Backlight128
Touchpad129
Network Connectivity Ethernet (RJ-45 Jack)129
Network Connectivity Wireless (WLAN)130
Usb131
Smart Card Reader132
Speaker and Headphone Audio Issues133
Thunderbolt (TB)134
Storage135
Hard Drive/Solid-State Drive Not Recognized136
No Boot to Operating System (no Read/Write Error)136
Read-Write Error137
Slow Performance137
Blue Screen (BSOD) Error137
Noisy Hard Drive138
Mechanical139
Fan Error Message - 90B139
Noise (Sound)140
Fan Runs Constantly141
Thermal Shutdown (Hot)142
Stuck Power Button142
Additional Information143
Acronyms143
Blinking Lights and Boot Error Codes144
Processor Not Executing Code144
BIOS Recovery Code Unable to Find Valid BIOS Recovery Image144
Memory Module Error144
Graphics Controller Error (no Controller)145
Failure - System Board Error145
Intel Trusted Execution Technology (TXT) Error145
Sure Start Unable to Find Valid BIOS Boot Block Image145
Sure Start Has Identified a Problem (Manual Recovery Policy Set)146
POST Error Messages and User Actions146
Routine Maintenance for Performance Improvement148
Common Blue Screen Error Messages148
Error Message List148
Bug Check Symbolic Names148
Microsoft General Troubleshooting of Windows Bug Check Codes149
Use Windows Debugging Tool149
Windows Software Development Kit (SDK)150
Display Issue: Pixel Anomalies154
Cable Management155
Connector Types156
Computer Setup (BIOS), TPM, and HP Sure Start159
Using Computer Setup159
Starting Computer Setup159
Navigating and Selecting in Computer Setup159
Restoring Factory Settings in Computer Setup159
Updating the BIOS160
Determining the BIOS Version160
Downloading a BIOS Update160
Changing the Boot Order Using the F9 Prompt161
TPM BIOS Settings (Select Products Only)161
Using HP Sure Start (Select Products Only)162
Backing Up, Restoring, and Recovering163
Backing up Information and Creating Recovery Media163
Using Windows Tools163
Using the HP Cloud Recovery Download Tool to Create Recovery Media (Select Products Only)163
Restoring and Recovery164
Restoring, Resetting, and Refreshing Using Windows Tools164
Recovering Using HP Recovery Media164
Changing the Computer Boot Order164
10 Using HP PC Hardware Diagnostics165
Using HP PC Hardware Diagnostics Windows (Select Products Only)165
Downloading HP PC Hardware Diagnostics Windows165
Downloading the Latest HP PC Hardware Diagnostics Windows Version166
Downloading HP Hardware Diagnostics Windows by Product Name or Number (Select Products Only)166
Installing HP PC Hardware Diagnostics Windows166
Using HP PC Hardware Diagnostics UEFI166
Starting HP PC Hardware Diagnostics UEFI167
Downloading HP PC Hardware Diagnostics UEFI to a USB Flash Drive167
Downloading the Latest HP PC Hardware Diagnostics UEFI Version167
Downloading HP PC Hardware Diagnostics UEFI by Product Name or Number (Select Products Only)167
Using Remote HP PC Hardware Diagnostics UEFI Settings (Select Products Only)168
Downloading Remote HP PC Hardware Diagnostics UEFI168
Downloading the Latest Remote HP PC Hardware Diagnostics UEFI Version168
Downloading Remote HP PC Hardware Diagnostics UEFI by Product Name or Number168
Customizing Remote HP PC Hardware Diagnostics UEFI Settings168
11 Specifications171
Computer Specifications171
39.6-CM (15.6-In) Display Specifications172
Hard Drive Specifications173
12 Power Cord Set Requirements175
Requirements for All Countries175
Requirements for Specific Countries and Regions176
13 Statement of Memory Volatility179
Nonvolatile Memory Usage181
Questions and Answers183
Using HP Sure Start (Select Models Only)184
14 Recycling185
Index187

HP ZBook 15v G5 - Page 158

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