HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 5

Preventing electrostatic damage to equipment

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31

Personal grounding methods and equipment

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31

Grounding the work area

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32

Recommended materials and equipment

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32

Cleaning your computer

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33

Enabling HP Easy Clean (select products only)

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33

Removing dirt and debris from your computer

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33

Cleaning your computer with a disinfectant

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34

Caring for wood veneer (select products only)

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35

Packaging and transporting guidelines

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35

Accessing support information

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35

5

Removal and replacement procedures for authorized service provider parts

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38

Component replacement procedures

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38

Preparation for disassembly

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38

Bottom cover

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38

Battery

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39

USB module

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41

Solid-state drive

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42

WWAN module

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43

Speakers

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45

Fingerprint reader board

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46

Touchpad

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47

NFC module

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48

System board

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49

Heat sink and fan assembly

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52

Tweeter modules

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53

Display assembly

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54

Keyboard with top cover

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55

6

Troubleshooting guide

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57

Resources

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57

General troubleshooting steps

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58

Identify the issue

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58

1. Understand the issue

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59

Boot up sequence

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59

Failure classiﬁcation

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59

2. Examine the environment

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61

3. Perform a visual inspection of hardware

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61

4. Update BIOS and drivers

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62

Manually updating BIOS and drivers

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62

Remotely deploying the BIOS and drivers

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62

Analyze the issue

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62

5. Remove or uninstall recently added hardware, software

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62

6. HP Hardware Diagnostics and Tools

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62

HP PC Hardware Diagnostics (UEFI)

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63

HP BIOS Conﬁguration Utility (BCU)

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64

HP Image Diagnostic Tool

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65

v

HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 5

Enabling HP Easy Clean select products only, HP BIOS Conﬁguration Utility BCU

Page 5 highlights

Section	Page
Product description	10
Components	13
Locating hardware	13
Locating software	13
Right	13
Left	15
Display	16
Auto Lock and Awake	16
Low blue light mode (select products only)	16
Keyboard area	17
Touchpad	17
Touchpad settings	17
Adjusting touchpad settings	18
Turning on the touchpad	18
Touchpad components	18
Lights	19
Button, speakers, and fingerprint reader	20
Special keys	21
Action keys	22
Hot keys (select products only)	24
Bottom	24
Labels	25
Using a SIM card (select products only)	27
Determining the correct SIM card size for your computer	27
Inserting a nano SIM card	27
Using Tile (select products only)	28
Illustrated parts catalog	29
Computer major components	29
Miscellaneous parts	32
Removal and replacement procedures preliminary requirements	38
Tools required	38
Service considerations	38
Plastic parts	38
Cables and connectors	38
Drive handling	38
Electrostatic discharge information	39
Generating static electricity	39
Preventing electrostatic damage to equipment	40
Personal grounding methods and equipment	40
Grounding the work area	41
Recommended materials and equipment	41
Cleaning your computer	42
Enabling HP Easy Clean (select products only)	42
Removing dirt and debris from your computer	42
Cleaning your computer with a disinfectant	43
Caring for wood veneer (select products only)	44
Packaging and transporting guidelines	44
Accessing support information	44
Removal and replacement procedures for authorized service provider parts	47
Component replacement procedures	47
Preparation for disassembly	47
Bottom cover	47
Battery	48
USB module	50
Solid-state drive	51
WWAN module	52
Speakers	54
Fingerprint reader board	55
Touchpad	56
NFC module	57
System board	58
Heat sink and fan assembly	61
Tweeter modules	62
Display assembly	63
Keyboard with top cover	64
Troubleshooting guide	66
Resources	66
General troubleshooting steps	67
Identify the issue	67
1. Understand the issue	68
Boot up sequence	68
Failure classification	68
2. Examine the environment	70
3. Perform a visual inspection of hardware	70
4. Update BIOS and drivers	71
Manually updating BIOS and drivers	71
Remotely deploying the BIOS and drivers	71
Analyze the issue	71
5. Remove or uninstall recently added hardware, software	71
6. HP Hardware Diagnostics and Tools	71
HP PC Hardware Diagnostics (UEFI)	72
HP BIOS Configuration Utility (BCU)	73
HP Image Diagnostic Tool	74
HP Thermal Monitor	74
Non HP diagnostics tools	74
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages	74
Status lights	74
Blinking light codes	75
POST error messages	76
Resolve the issue	77
8. Hard reset	77
9. Soft reset (Default Settings)	78
10. Reseat cables and connections	78
11. Test with minimum configuration	79
Essential hardware configuration	79
Safe mode	80
12. Test with verified working configuration (hardware or operating system)	80
13. Replace the system board	80
Verify solution	81
Helpful Hints	81
At startup	81
During operation	82
Consulting with HP Service	83
Common issues and possible solutions	83
Power-on issues	83
No power	83
Intermittent power-on, shutdown, reboot	85
AC adapter issue	86
Battery not recognized, not charging	87
Battery discharges too fast	88
Burnt smell	89
POST	90
No video (with power)	90
Blinking lights	91
Diagnostic error messages	91
BIOS password	92
Performance (OS)	92
Intermittent shutdown	93
Blue screen	94
Freeze at Windows Logo (hang or lockup)	96
Electromagnetic Interference (EMI)	97
No wake up	97
Unresponsive	98
Slow performance	99
HP Smart Adapter warning message	99
Incorrect time and date	100
Display	101
Display anomalies	101
Symptom	101
Quick check	102
HP PC Hardware Diagnostics (UEFI) for video test	102
Display assembly diagram	103
Dead pixel	103
No video (internal)	103
No video (external)	104
DisplayPort/VGA	104
HDMI	104
No or bad external video via docking	105
Incorrect or missing color/distorted image	106
Touch screen	106
I/O devices	107
Keyboard	107
Keyboard pointing stick (select products only)	108
Keyboard backlight	109
Touchpad	109
Network connectivity (RJ-45 jack)	110
Network connectivity wireless (WLAN)	110
WWAN	111
USB	111
Smart card reader	112
Speaker, headphone - audio issues	113
Thunderbolt (TB)	114
Storage	115
Hard drive or solid-state drive not recognized	116
No boot to operating system (no read-write error)	117
Read-write error	117
Slow performance	118
Blue screen (BSOD) error	118
Noisy hard drive	118
Mechanical	119
Noise (sound)	119
Fan runs constantly	120
Thermal shutdown (hot)	121
Additional information	122
Acronyms	122
Blinking lights and boot error codes	123
Processor not executing code	123
BIOS recovery code unable to find valid BIOS recovery image	124
Memory module error	124
Graphics Controller Error (No Controller)	124
Failure System Board Error	124
Intel Trusted Execution Technology (TXT) Error	125
Sure Start unable to find valid BIOS Boot Block image	125
Sure Start has identified a problem (Manual Recovery Policy Set)	125
POST error messages and user actions	125
Routine maintenance for performance improvement	127
Common blue screen error messages	128
Error message list	128
Bug check symbolic names	128
Microsoft general troubleshooting of Windows bug check codes	128
Use Windows Debugging Tool	129
Windows Software Development Kit (SDK)	129
Display issue: pixel anomalies	133
Cable management	134
Connector types	135
Flex cable	135
Horizontal cable insertion	136
Multiple-pin horizontal connector (LVDS cable to display panel)	136
Multiple-pin vertical connector (LVDS cable to system board)	137
Using Setup Utility (BIOS)	138
Starting Setup Utility (BIOS)	138
Updating Setup Utility (BIOS)	138
Determining the BIOS version	138
Preparing for a BIOS update	139
Downloading a BIOS update	139
Installing a BIOS update	139
Computer Setup (BIOS), TPM, and HP Sure Start	141
Using Computer Setup	141
Navigating and selecting in Computer Setup	141
Restoring factory settings in Computer Setup	141
Updating the BIOS	142
Determining the BIOS version	142
Preparing for a BIOS update	142
Downloading a BIOS update	143
Installing a BIOS update	143
Changing the boot order using the f9 prompt	143
TPM BIOS settings (select products only)	144
Using HP Sure Start (select products only)	144
Backing up, resetting, and recovering	145
Backing up	145
Resetting	145
Recovering	145
Installing the Chromebook Recovery Utility	146
Creating recovery media	146
Recovering the Chrome operating system	146
Setting up your computer after a reset or recovery	147
Erase and reformat the recovery media	147
Backing up, restoring, and recovering	148
Backing up information and creating recovery media	148
Using Windows tools for backing up	148
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	148
Restoring and recovering your system	148
Creating a system restore	149
Restoring and recovery methods	149
Recovering using HP Recovery media	149
Changing the computer boot order	150
Using HP Sure Recover (select products only)	150
Using HP PC Hardware Diagnostics	151
Using HP PC Hardware Diagnostics Windows (select products only)	151
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	151
Accessing HP PC Hardware Diagnostics Windows	151
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)	151
Accessing HP PC Hardware Diagnostics Windows from Support Assistant	152
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)	152
Downloading HP PC Hardware Diagnostics Windows	152
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	152
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	152
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	153
Installing HP PC Hardware Diagnostics Windows	153
Using HP PC Hardware Diagnostics UEFI	153
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	153
Starting HP PC Hardware Diagnostics UEFI	154
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	154
Downloading the latest HP PC Hardware Diagnostics UEFI version	154
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	154
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	155
Downloading Remote HP PC Hardware Diagnostics UEFI	155
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	155
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	155
Customizing Remote HP PC Hardware Diagnostics UEFI settings	155
Specifications	157
Computer specifications	157
34.3 cm (13.5 in) display specifications	157
Solid-state drive specifications	158
Statement of memory volatility	160
Current BIOS steps	160
Nonvolatile memory usage	162
Questions and answers	164
Using HP Sure Start (select products only)	166
Power cord set requirements	167
Requirements for all countries	167
Requirements for specific countries and regions	167
Recycling	169