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HP ZBook 17 Maintenance and Service Guide - Page 133

Blue screen, Overview of General Troubleshooting Steps for a blue screen error

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Items Tips and tricks Procedures 2. Verify that lights are solid. 3. If shutdown is reproducible, test essential hardware configuration: a. If no issue with hardware configuration, reinstall one non essential component at a time to determine faulty hardware. b. If issue persists, replace essential hardware with a confirmed working part, one at a time. If no boot, replace system board. Intermittent issue is difficult to reproduce and troubleshoot. It is important to record details on shutdown frequencies, system configuration (3D video application) and operating conditions. Blue screen Items Symptoms ● Have power, light activity, fan spinning ● HP Logo displays briefly ● Fails to boot into Windows operating system, displays blue screen, and then crashes, restarts, or stops responding Important Notes & Resources Procedures Possible causes Recent changes: conflict of instructions from multiple programs or just added hardware. Incompatible hardware and driver. Poor connection (hard drive, memory). Hardware malfunctioning due to overheating (GPU, processor). Defective hardware (memory, hard drive). Troubleshooting steps There are many different ways to troubleshoot a blue screen error. Therefore, you need to identify working configuration (Windows 7/8/10) and specific symptoms of the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error on page 143. Recommended resources Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screenerrors For more information search for HP Troubleshooting Error Messages on a blue screen at http://www.hp.com. Overview of General Troubleshooting Steps for a blue screen error 1. Note the blue screen error message and what activity was performed at the time. 2. Perform a hard reset (8. Hard reset on page 102) after disconnecting all external peripherals. 3. Reset BIOS to default (9. Soft reset (Default Settings) on page 103) to prevent booting to another device. 4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 95) to isolate major faulty hardware issues. Common issues and possible solutions 119

Section	Page
Product description	15
External component identification	22
Right	22
Left	23
Display	24
Top	25
TouchPad	25
Lights	26
Buttons and fingerprint reader	27
Special function keys	28
Using the hot keys	29
Bottom	30
Bottom – standard models	30
Bottom – federal models	31
Front	32
Labels	33
Illustrated parts catalog	34
Computer major components	34
Hard drive parts	40
Display assembly subcomponents	41
Miscellaneous parts	42
Removal and replacement procedures preliminary requirements	44
Tools required	44
Service considerations	44
Plastic parts	44
Cables and connectors	45
Drive handling	45
Grounding guidelines	45
Electrostatic discharge damage	45
Packaging and transporting guidelines	47
Workstation guidelines	47
Equipment guidelines	48
Removal and replacement procedures for Customer Self-Repair parts	49
Component replacement procedures	49
Service door	50
Service door for use in standard models	50
Service door and rear cover for use in federal models	51
Battery	53
Battery for use in standard models	53
Battery for use in federal models	55
Hard drive	56
Hard drive for use in standard models	56
Hard drive for use in federal models	58
Solid-state drives (M.2)	62
WLAN module	64
WWAN module	66
Memory module	68
Removal and replacement procedures for authorized service provider parts	70
Component replacement procedures	70
RTC battery	71
Middle frame	72
Hard drive connector board and cable (federal models)	74
Speakers	76
TouchPad	78
Smart Card reader board	79
Fingerprint reader board	81
Fans	82
Discrete graphics board	83
Display LED board	84
Heat sink	85
Keyboard	89
System board	91
Display assembly	95
Top cover	102
Troubleshooting guide	103
Resources	104
General troubleshooting steps	104
Identify the issue	105
1. Understand the issue	105
Boot up sequence	105
Failure classification	105
Failure classification by boot-up sequence	106
Failure classification by hardware devices and mechanical	107
2. Examine the environment	107
3. Perform a visual inspection of hardware	108
4. Update BIOS and drivers	108
Manually updating BIOS and drivers	108
Remotely deploying BIOS and drivers	108
Analyze the issue	108
5. Remove or uninstall recently added hardware, software	108
6. HP Hardware Diagnostics and Tools	109
HP PC Hardware Diagnostics (UEFI)	109
HP Support Assistant (HPSA)	111
HP BIOS Configuration Utility (BCU)	112
HP Image Diagnostic Tool	112
HP Thermal Monitor	112
Non HP diagnostics tools	112
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages	113
Status lights	113
Blinking light codes	114
POST error messages	114
Power Good (Troubleshooting) lights	115
Resolve the issue	116
8. Hard reset	116
9. Soft reset (Default Settings)	117
10. Reseat cables and connections	117
11. Test with minimum configuration	118
Essential hardware configuration	118
Safe mode	119
12. Test with verified working configuration (hardware and/or operating system)	119
13. Replace the system board	119
Verify solution	120
Helpful Hints	120
At startup	120
During operation	121
Consulting with HP Service	122
Common issues and possible solutions	122
Power-on issues	122
No Power	122
Intermittent power-on, shutdown, reboot	124
AC adapter issue	125
Battery not recognized, not charging	126
Battery discharges too fast	127
Burnt smell	128
POST	128
No video (with power)	128
Blinking lights	129
Diagnostics error messages	130
BIOS password	131
Performance (OS)	131
Intermittent shutdown	132
Blue screen	133
Freeze at Windows Logo (hang/lockup)	135
Electromagnetic Interference (EMI)	136
No wake up	137
Unresponsive	138
Slow performance	138
HP Smart Adapter warning message	139
Incorrect time and date	139
Display	140
Display anomalies	140
Symptom	140
Quick check	141
HP PC Hardware Diagnostics (UEFI) for video test	141
Display assembly diagram	142
Dead pixel	142
No video (internal)	142
No video (external)	143
DisplayPort/VGA	143
HDMI	143
No or bad external video via docking	144
Incorrect or missing color/distorted image	144
Touch screen	145
I/O devices	146
Keyboard	146
Keyboard point stick	147
Keyboard backlight	147
TouchPad	148
Network Connectivity Ethernet (RJ-45 jack)	148
Network connectivity wireless (WLAN)	149
WWAN	150
USB	151
Smart card reader	152
Speaker, headphone - audio issues	153
Thunderbolt (TB)	154
Storage	155
Hard drive/solid-state drive not recognized	156
No boot to operating system (no read/write error)	156
Read-write error	157
Slow performance	157
Blue screen (BSOD) error	157
Noisy hard drive	158
Mechanical	159
Fan error message - 90B	159
Noise (sound)	160
Fan runs constantly	161
Thermal shutdown (hot)	162
Stuck power button	162
Additional information	163
Acronyms	163
Blinking lights and boot error codes	164
Processor not executing code	164
BIOS recovery code unable to find valid BIOS recovery image	164
Memory module error	164
Graphics Controller Error (No Controller)	165
Failure - System Board Error	165
Intel Trusted Execution Technology (TXT) Error	165
Sure Start unable to find valid BIOS Boot Block image	165
Sure Start has identified a problem (Manual Recovery Policy Set)	166
POST Error Messages and User Actions	166
Routine Maintenance for Performance Improvement	168
Common Blue Screen Error Messages	168
Error message list	168
Bug check symbolic names	168
Microsoft general troubleshooting of Windows bug check codes	169
Use Windows Debugging Tool	169
Windows Software Development Kit (SDK)	170
Display Issue: Pixel Anomalies	174
Cable management	175
Connector types	176
Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7	179
Using Computer Setup	179
Starting Computer Setup	179
Navigating and selecting in Computer Setup	179
Restoring factory settings in Computer Setup	180
Updating the BIOS	181
Determining the BIOS version	181
Downloading a BIOS update	181
Changing the boot order using the f9 prompt	182
TPM BIOS settings (select products only)	182
Using HP Sure Start (select products only)	183
Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10	184
Using Computer Setup	184
Starting Computer Setup	184
Navigating and selecting in Computer Setup	184
Restoring factory settings in Computer Setup	184
Updating the BIOS	185
Determining the BIOS version	185
Downloading a BIOS update	186
Changing the boot order using the f9 prompt	186
TPM BIOS settings (select products only)	187
Using HP Sure Start (select products only)	187
Using HP PC Hardware Diagnostics (UEFI)	188
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device	188
Backup and recovery in Windows 7	190
Creating recovery media and backups	190
Guidelines	190
Creating recovery media with HP Recovery Disc Creator	190
Creating recovery media	191
Backing up your information	191
Performing a system recovery	192
Using the Windows recovery tools	192
Using f11 recovery tools (select models only)	193
Using Windows 7 operating system media	193
Backing up, restoring, and recovering in Windows 10	195
Creating recovery media and backups	195
Creating HP Recovery media (select products only)	195
Using Windows tools	196
Restore and recovery	197
Recovering using HP Recovery Manager	197
What you need to know before you get started	197
Using the HP Recovery partition (select products only)	198
Using HP Recovery media to recover	198
Changing the computer boot order	199
Removing the HP Recovery partition (select products only)	199
Specifications	200
Computer specifications	200
Statement of memory volatility	201
Nonvolatile memory usage	205
Questions and answers	207
Using HP Sure Start (select models only)	208
Power cord set requirements	209
Requirements for all countries	209
Requirements for specific countries and regions	210
Recycling	212

Match case Limit results 1 per page

Items

Procedures

Verify that lights are solid.

If shutdown is reproducible, test essential hardware

conﬁguration:

If no issue with hardware

conﬁguration,

reinstall one non essential component at

a time to determine faulty hardware.

If issue persists, replace essential hardware with a

conﬁrmed

working part, one at

a time. If no boot, replace system board.

Tips and tricks

Intermittent issue is

diﬃcult

to reproduce and troubleshoot. It is important to record details

on shutdown frequencies, system

conﬁguration

(3D video application) and operating

conditions.

Blue screen

Items

Procedures

Symptoms

●

Have power, light activity, fan spinning

●

HP Logo displays

brieﬂy

●

Fails to boot into Windows operating

system, displays blue screen, and then

crashes, restarts, or stops responding

Possible causes

Recent changes:

conﬂict

of instructions from multiple programs or just added

hardware.

Incompatible hardware and driver.

Poor connection (hard drive, memory).

Hardware malfunctioning due to overheating (GPU, processor).

Defective hardware (memory, hard drive).

Important Notes & Resources

Troubleshooting steps

There are many

diﬀerent

ways to troubleshoot a blue screen error. Therefore, you

need to identify working

conﬁguration

(Windows 7/8/10) and

speciﬁc

symptoms

of the failure in order to narrow down the issue. Refer to

Blue screen (BSOD) error

on page

143

Recommended resources

Microsoft knowledge base:

http://windows.microsoft.com/

en-us/windows-8/resolve-windows-blue-screen-

errors

For more information search for HP Troubleshooting Error Messages on a blue

screen at

http://www.hp.com

Overview of General Troubleshooting Steps for a blue screen error

Note the blue screen error message and what activity was performed at the time.

Perform a hard reset (

8. Hard reset

on page

102

) after disconnecting all external peripherals.

Reset BIOS to default (

9. Soft reset (Default Settings)

on page

103

) to prevent booting to another device.

Run HP Hardware Diagnostics (

6. HP Hardware Diagnostics and Tools

on page

) to isolate major faulty

hardware issues.

Common issues and possible solutions

119