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HP ZBook Firefly 15 Maintenance and Service Guide - Page 88

General troubleshooting steps, Identify the issue, 1. Understand the issue, Boot up sequence

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Table 7-1 Troubleshooting resources and their descriptions (continued) HP Resource Tool Description Link Service Access Workbench (SAW) (available for technicians and Business Partners only) Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals. http://sawpro.atlanta.hp.com/km/saw/ home.do Vendors' web sites Provide additional information for associated components such as Intel (processor, WLAN), Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on. http://www.intel.com/ content/www/us/en/homepage.html http://www.amd.com http://www.nvidia.com General troubleshooting steps This section helps you become familiar with troubleshooting methodology and efficiently resolve problems. Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot. NOTE: You can ignore troubleshooting steps that do not apply to your issue. Table 7-2 Troubleshooting methodology and general troubleshooting steps Identify issue Analyze issue Resolve issue 1. Understand the issue on page 74 2. Examine the environment on page 77 3. Perform a visual inspection of hardware on page 77 4. Update BIOS and drivers on page 77 5. Remove or uninstall recently added hardware, software on page 78 6. HP Hardware Diagnostics and Tools on page 78 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80 8. Hard reset on page 83 9. Soft reset (Default Settings) on page 84 10. Reseat cables and connections on page 84 11. Test with minimum configuration on page 85 12. Test with verified working configuration (hardware or operating system) on page 86 13. Replace the system board on page 86 Verify solution Verify solution on page 87 Identify the issue Use these guidelines to correctly determine the problem. 1. Understand the issue It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself. Boot up sequence The computer performs several steps after you press the power button or restart the computer. 74 Chapter 7 Troubleshooting guide

Section	Page
Product description	15
Components	21
Right side	21
Left side	22
Display	23
Keyboard area	24
Touchpad components	24
Lights	25
Button, speakers, and fingerprint reader	26
Special keys	28
Hot keys (select products only)	29
Bottom	29
Labels	30
Illustrated parts catalog	32
Computer major components	32
Display assembly subcomponents	35
Plastics Kit	37
Cable Kit	37
Miscellaneous parts	38
Removal and replacement procedures preliminary requirements	40
Tools required	40
Service considerations	40
Plastic parts	40
Cables and connectors	40
Drive handling	40
Workstation guidelines	41
Electrostatic discharge information	41
Generating static electricity	42
Preventing electrostatic damage to equipment	42
Personal grounding methods and equipment	43
Grounding the work area	43
Recommended materials and equipment	43
Packaging and transporting guidelines	44
Removal and replacement procedures for Customer Self-Repair parts	45
Component replacement procedures	45
Preparation for disassembly	45
Bottom cover	45
Memory modules	46
WLAN module	49
WWAN module	51
Solid-state drive	53
Removal and replacement procedures for authorized service provider parts	55
Component replacement procedures	55
Preparation for disassembly	55
Battery	55
RTC battery	57
Card reader board	57
Power connector cable	58
USB board	59
Fingerprint reader board	60
Touchpad	61
NFC module	63
Fan	63
Heat sink	64
System board	67
Speakers	70
Display assembly	71
Keyboard with top cover	86
Troubleshooting guide	87
Resources	87
General troubleshooting steps	88
Identify the issue	88
1. Understand the issue	88
Boot up sequence	88
Failure classification	89
Failure classification by boot-up sequence	90
Failure classification by hardware devices	90
2. Examine the environment	91
3. Perform a visual inspection of hardware	91
4. Update BIOS and drivers	91
Manually updating BIOS and drivers	91
Remotely deploying the BIOS and drivers	92
Analyze the issue	92
5. Remove or uninstall recently added hardware, software	92
6. HP Hardware Diagnostics and Tools	92
HP PC Hardware Diagnostics (UEFI)	92
HP BIOS Configuration Utility (BCU)	94
HP Image Diagnostic Tool	94
HP Thermal Monitor	94
Non HP diagnostics tools	94
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages	94
Status lights	95
Blinking light codes	95
POST error messages	96
Resolve the issue	97
8. Hard reset	97
9. Soft reset (Default Settings)	98
10. Reseat cables and connections	98
11. Test with minimum configuration	99
Essential hardware configuration	99
Safe mode	100
12. Test with verified working configuration (hardware or operating system)	100
13. Replace the system board	100
Verify solution	101
Helpful Hints	101
At startup	101
During operation	102
Consulting with HP Service	103
Common issues and possible solutions	103
Power-on issues	103
No power	103
Intermittent power-on, shutdown, reboot	105
AC adapter issue	106
Battery not recognized, not charging	107
Battery discharges too fast	108
Burnt smell	109
POST	109
No video (with power)	109
Blinking lights	111
Diagnostic error messages	111
BIOS password	112
Performance (OS)	112
Intermittent shutdown	113
Blue screen	114
Freeze at Windows Logo (hang or lockup)	114
Electromagnetic Interference (EMI)	115
No wake up	115
Unresponsive	116
Slow performance	117
HP Smart Adapter warning message	117
Incorrect time and date	118
Display	118
Display anomalies	119
Symptom	119
Quick check	120
HP PC Hardware Diagnostics (UEFI) for video test	120
Display assembly diagram	120
Dead pixel	121
No video (internal)	121
No video (external)	121
DisplayPort/VGA	122
HDMI	122
No or bad external video via docking	123
Incorrect or missing color/distorted image	123
Touch screen	124
I/O devices	125
Keyboard	125
Keyboard pointing stick	126
Keyboard backlight	127
Touchpad	127
Network connectivity (RJ-45 jack)	128
Network connectivity wireless (WLAN)	128
WWAN	128
USB	129
Smart card reader	130
Speaker, headphone - audio issues	131
Thunderbolt (TB)	132
Storage	132
Hard drive or solid-state drive not recognized	133
No boot to operating system (no read-write error)	134
Read-write error	134
Blue screen (BSOD) error	135
Noisy hard drive	135
Mechanical	136
Noise (sound)	136
Fan runs constantly	137
Thermal shutdown (hot)	138
Malfunctioning power button	139
Additional information	139
Acronyms	139
Blinking lights and boot error codes	140
Processor not executing code	140
BIOS recovery code unable to find valid BIOS recovery image	141
Memory module error	141
Graphics Controller Error (No Controller)	141
Failure System Board Error	141
Intel Trusted Execution Technology (TXT) Error	141
Sure Start unable to find valid BIOS Boot Block image	142
Sure Start has identified a problem (Manual Recovery Policy Set)	142
POST error messages and user actions	142
Routine maintenance for performance improvement	144
Common blue screen error messages	145
Error message list	145
Bug check symbolic names	145
Microsoft general troubleshooting of Windows bug check codes	145
Use Windows Debugging Tool	146
Windows Software Development Kit (SDK)	146
Display issue: pixel anomalies	149
Cable management	150
Connector types	151
Flex cable	151
Horizontal cable insertion	152
Multiple-pin horizontal connector (LVDS cable to display panel)	152
Multiple-pin vertical connector (LVDS cable to system board)	152
Computer Setup (BIOS), TPM, and HP Sure Start	154
Using Computer Setup	154
Navigating and selecting in Computer Setup	154
Restoring factory settings in Computer Setup	154
Updating the BIOS	155
Determining the BIOS version	155
Preparing for a BIOS update	155
Downloading a BIOS update	155
Installing a BIOS update	156
Changing the boot order using the f9 prompt	156
TPM BIOS settings (select products only)	156
Using HP Sure Start (select products only)	157
Backing up, restoring, and recovering	158
Backing up information and creating recovery media	158
Using Windows tools	158
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	158
Restoring and recovery	159
Restoring, resetting, and refreshing using Windows tools	159
Recovering using HP Recovery media	159
Changing the computer boot order	159
Using HP Sure Recover (select products only)	160
Using HP PC Hardware Diagnostics	161
Using HP PC Hardware Diagnostics Windows (select products only)	161
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	161
Accessing HP PC Hardware Diagnostics Windows	161
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support	161
Accessing HP PC Hardware Diagnostics Windows from Support Assistant	162
Downloading HP PC Hardware Diagnostics Windows	162
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	162
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	162
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	162
Installing HP PC Hardware Diagnostics Windows	163
Using HP PC Hardware Diagnostics UEFI	163
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	163
Starting HP PC Hardware Diagnostics UEFI	163
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	164
Downloading the latest HP PC Hardware Diagnostics UEFI version	164
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	164
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	164
Downloading Remote HP PC Hardware Diagnostics UEFI	165
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	165
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	165
Customizing Remote HP PC Hardware Diagnostics UEFI settings	165
Specifications	166
Computer specifications	166
39.6 cm (15.6 in) display specifications	167
Solid-state drive specifications	167
Statement of memory volatility	169
Current BIOS steps	169
Nonvolatile memory usage	171
Questions and answers	173
Using HP Sure Start (select products only)	174
Power cord set requirements	175
Requirements for all countries	175
Requirements for specific countries and regions	175
Recycling	177

Match case Limit results 1 per page

Table 7-1

Troubleshooting resources and their descriptions (continued)

HP Resource Tool

Description

Link

Service Access Workbench (SAW)

(available for technicians and

Business Partners only)

Provides navigable content intended for use by

internal and outsourced call center

staﬀ

and can be a

resource for support and product division

professionals.

http://sawpro.atlanta.hp.com/

km/saw/

home.do

Vendors’ web sites

Provide additional information for associated

components such as Intel (processor, WLAN),

Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU),

and so on.

http://www.intel.com/

content/www/us/en/homepage.html

http://www.amd.com

http://www.nvidia.com

General troubleshooting steps

This section helps you become familiar with troubleshooting methodology and

eﬃciently

resolve problems.

Proceed through the steps in the following table until the issue is resolved, and then move on to the next step

that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI)

tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.

NOTE:

You can ignore troubleshooting steps that do not apply to your issue.

Table 7-2

Troubleshooting methodology and general troubleshooting steps

Identify issue

Analyze issue

Resolve issue

Verify solution

1. Understand the issue

on page

2. Examine the environment

on page

3. Perform a visual inspection

of hardware

on page

4. Update BIOS and drivers

on page

5. Remove or uninstall recently

added hardware, software

on page

6. HP Hardware Diagnostics and

Tools

on page

7. Status lights, blinking light

codes, troubleshooting lights,

and POST error messages

on page

8. Hard reset

on page

9. Soft reset (Default Settings)

on page

10. Reseat cables and connections

on page

11. Test with minimum

conﬁguration

on page

12. Test with

veriﬁed

working

conﬁguration

(hardware or operating

system)

on page

13. Replace the system board

on page

Verify solution

on page

Identify the issue

Use these guidelines to correctly determine the problem.

1. Understand the issue

It is important to understand the issue that occurred, including related symptoms. It helps to understand the

basic computer boot-up sequence as well as the failure itself.

Boot up sequence

The computer performs several steps after you press the power button or restart the computer.

Chapter 7

Troubleshooting guide