HP ZBook Studio 15.6 Maintenance and Service Guide

HP ZBook Studio 15.6 Manual

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  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 1
    Maintenance and Service Guide SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 2
    updates. Go to http://www.microsoft.com for details. To access the latest user guides, go to http://www.hp.com/support, and follow the instructions to find your product. Then select Manuals. Software terms By installing, copying, downloading, or otherwise using any software product preinstalled on
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 3
    Safety warning notice Reduce the possibility of heat-related injuries or of overheating the computer by following the practices described. WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 4
    iv Safety warning notice
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    12 Bottom ...13 Labels ...13 Using Tile (select products only) ...15 3 Illustrated parts catalog ...16 Computer major components ...16 Display assembly and replacement procedures preliminary requirements 24 Tools required ...24 Service considerations ...24 Plastic parts ...24 Cables and connectors
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    service guide ...51 Resources ...51 General troubleshooting steps ...52 Identify the issue ...52 1. Understand the issue 52 Boot up sequence 52 Failure classification 53 2. Examine the environment 55 3. Perform a visual inspection of hardware 55 4. Update BIOS and drivers 55 Manually
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    7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ...58 Status lights 59 solution ...65 Helpful Hints ...65 At startup ...65 During operation ...66 Consulting with HP Service ...67 Common issues and possible solutions ...67 Power-on issues ...67 No power ...67
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    Incorrect time and date 82 Display ...82 Display anomalies ...82 Symptom ...82 Quick check 83 HP PC Hardware Diagnostics (UEFI) for video test 84 Display assembly diagram 84 Dead pixel ...84 No video (internal) ...85 No video (external) ...85 DisplayPort/VGA ...
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    problem (Manual Recovery Policy Set 106 POST error messages and user actions 106 Routine maintenance for performance improvement 108 Common blue screen error messages 109 Error message list ...109 Bug check symbolic names 109 Microsoft general troubleshooting TPM, and HP Sure Start
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    hardware failure ID code 125 Accessing HP PC Hardware Diagnostics Windows 125 Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only 125 Accessing HP PC Hardware Diagnostics Windows from Support Assistant 126 Accessing HP PC Hardware Diagnostics Windows from
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    39.6 cm (15.6 in) display specifications ...132 11 Statement of memory volatility ...134 Current BIOS steps ...134 Nonvolatile memory usage ...136 Questions and answers ...138 Using HP Sure Start (select products only) ...139 12 Power cord set requirements ...140 Requirements for all countries ...
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 12
    xii
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 13
    descriptions Category Description Product Name HP ZBook Create 15.6 Inch G8 Notebook PC Processors 11th Supports DX11, DX12, DXR Supports NVIDIA GC6 and GC off Supports hybrid (switchable) graphics Supports NVIDIA Optimus® Technology Supports Open GL 4.6/Open CL 1.2/Vulkan 1.1 Supports
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    + PSR2, 120 Hz, flat 39.6 cm (15.6 in), organic light-emitting diode (OLED), narrow Supports HP Connection Optimizer (with data analytics) Intel Bluetooth audio offload Supports Static BIOS specific absorption rate (SAR) for Intel modules Supports HP Extended Range Wireless LAN Supports HP
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    Touchpad Firmware Precision Time Protocol (PTP) Microsoft® precision touchpad default gestures support Glass clickpad Sensor Ambient light sensor Power requirements Battery 6 cell, 83 Whr, lithium polymer HP Fast Charge Technology Smart AC adapters 200 W, ultra slim 150 W, slim
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    Chinese Market FreeDOS 3.0 Ubuntu Linux 20.04 Restore media Windows 10 Driver DVD Windows 10 Driver USB Windows 10 Cloud Recovery Client Certified Microsoft WHQL Serviceability End user replaceable parts AC adapter 4 Chapter 1 Product description
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    providing display output. (3) USB Type-C® power connector and Connect an AC adapter that has a USB Type-C connector, Thunderbolt™ ports (2) with HP Sleep and supplying power to the computer and, if needed, charging the Charge computer battery. - and - Connect a USB device, provides high
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 18
    continued) Component Description NOTE: Your computer might also support a Thunderbolt docking station. (4) Power connector Connects an the computer from being mishandled or stolen. (2) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer,
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 19
    . Also connects an optional headset microphone. This jack does not support optional standalone microphones. WARNING! To reduce the risk of personal Environmental Notices. To access this guide: ▲ Type HP Documentation in the taskbar search box, and then select HP Documentation. NOTE: When a
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 20
    Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: ▲ Type HP Documentation in the taskbar search box, and then select HP Documentation. Keyboard area Keyboards can vary by language. Touchpad The touchpad settings and components are described
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    Touchpad settings You learn how to adjust the touchpad settings and components here. Adjusting touchpad settings Use these steps to adjust touchpad settings and gestures. 1. Type touchpad settings in the taskbar search box, and then press enter. 2. Choose a setting. Turning on the touchpad Follow
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    computer, or on the top cover below the keyboard. IMPORTANT: To verify that your computer supports fingerprint reader sign-in, type Sign-in options in the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then your notebook does not include
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 23
    Table 2-6 Button, speakers, and fingerprint reader and their descriptions Component Description (1) Speakers (2) Produce sound. (2) Power button ● When the computer is off, press the button briefly to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep
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    Table 2-6 Button, speakers, and fingerprint reader and their descriptions (continued) Component Description IMPORTANT: To prevent fingerprint logon issues, make sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader. Special keys Use the
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 25
    the internal fan to cycle on and off during routine operation. Labels The labels affixed to the computer provide information you might need when you troubleshoot system problems or travel internationally with the computer. Labels might be in paper form or imprinted on the product. Bottom 13
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    information before you contact support. Your service label will resemble one of the following examples. Refer to the illustration that most closely matches the service label on your computer. Table 2-9 Service label components Component (1) Serial number (2) Product ID (3) HP product name Table 2-10
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    Table 2-11 Service label components Component (1) HP product name (2) Warranty period (3) Product ID (4) Serial number ● Regulatory menu, and then select the Tile app. 2. Follow the on-screen instructions to create a Tile account and activate your Tile features. Using Tile (select products only
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    illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. 16 Chapter 3 Illustrated parts
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    Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number (1) Display assembly NOTE: Nontouch display spare parts are also only as subcomponents. For spare part information, see Display assembly subcomponents on page 19. UHD, 120 Hz M74244-001 UHD,
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    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Intel Core i9-11950H processor with Quadro RTX A5000 graphics and 32 GB of system memory Intel Core i9-11950H processor with Quadro RTX A3000 graphics and 32 GB of system memory Intel Core i9-11950H processor
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    Cable Kit as spare part number M74248-001. The fingerprint reader support kit is available as spare part number M12867-001. It includes the fingerprint reader). (14) Solid-state drive cover (included in Bracket Kit) M12857-001 (15) Solid-state drive 2 TB, PCIe, TLC L85358-006 1 TB, PCIe, TLC
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    Table 3-2 Display component descriptions and part numbers Item Component (1) Bezel For use in nonprivacy models For use in privacy models (2) Camera module, IR (3) Display panel FHD, nonprivacy FHD, privacy (4) Hinge cover (included in the Hinge Kit) (5) Hinges (left and right) 20
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    ) Plastics Kit (includes WLAN protective tape, cover light shielding, mic sponge, keyboard adhesive, camera rubber gasket, camera mesh, and Display Adhesive Support Kit) M12860-001 HP Renew 15 Laptop Sleeve M44261-001 USB-C-to-DisplayPort adapter 831753-001 USB-C to USB-A adapter L65254-001
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    Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Cable kit for HP Thunderbolt Dock 230 W Power cord (C5, conventional, 1.8 m [ 6 ft]) Australia Brazil Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden) India Israel Italy Japan
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 35
    Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component The United Kingdom Power cord (C13, premium, 1.0 m [3.3. ft]) Argentina Australia Brazil Denmark Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden) India Israel Italy Japan North
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 36
    during disassembly and reassembly can damage plastic parts. Cables and connectors Handle cables with extreme care to avoid damage. IMPORTANT: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the
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    tray is closed. Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam. Avoid dropping drives from any height onto any surface. After and use properly grounded tools and equipment. ● Use conductive field service tools, such as cutters, screw drivers, and vacuums. ● When
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    across carpet Walking across vinyl floor Motions of bench worker Removing DIPs (dual in-line packages) from plastic tube 7,500 V 3,000 V 400 V 400 V 15,000 V 5,000 V 800 V 700 V Removing DIPs from vinyl tray Removing DIPs from polystyrene foam Removing bubble pack from PCB (printed circuit board
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    plastic Metallized laminate Voltage 1,500 7,500 15,000 Grounding the work area To prevent aids and polystyrene foam. ● Use conductive field service tools, such as cutters, screwdrivers, and , or circuitry. Recommended materials and equipment HP recommends certain materials and equipment to prevent
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 40
    workstations with ground cord of 1 MΩ ±10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwear straps providing 1 MΩ ±10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 41
    . For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. You must remove, replace, or loosen as many as 37 screws when you service the parts described in this chapter
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    illustration. Table 5-2 Battery description and part number Description Battery, 6 cell, 83 Whr Spare part number L78553-005 30 Chapter 5 Removal and replacement procedures for authorized service provider parts
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 43
    To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information. To prevent
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 44
    spare part number M15898-001. RTC battery To remove the RTC battery, use this procedure and illustration. 32 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    Table 5-4 RTC battery description and part number Description RTC battery Spare part number L13694-001 Before removing the RTC battery, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 29). 2. Remove the bottom cover (Bottom cover on page 29). 3.
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    screws (2) that secure the heat sink to the computer. 8. Remove the four Phillips 2.0 × 5.0 screws from the fans (3). 34 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    9. Remove the heat sink and fan assembly from the computer (4). 10. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part
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    cover (Bottom cover on page 29). 3. Remove the battery (see Battery on page 30). Remove the touchpad: 36 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    1. Remove the tape that secures the touchpad to the computer (1). 2. Disconnect the cable from the ZIF connector on the keyboard controller board (2). 3. Remove the five Phillips M2.0 × 2.0 screws (3) that secure the touchpad to the computer. 4. Remove the touchpad from the computer (4). Reverse
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    -xx1 M74230-xx1 M74222-xx1 M74237-xx1 M74241-xx1 M76219-xx1 M76222-xx1 M76221-xx1 M76213-xx1 38 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    Table 5-9 System board descriptions and part numbers (continued) Description Intel Core i9-11900H processor with GeForce RTX 3070 graphics and 32 GB of system memory Intel Core i7-11850H processor with Quadro RTX A4000 graphics and 32 GB of system memory Intel Core i7-11850H processor with Quadro
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    (1) that secure the system board to the computer. 3. If installed, remove the SIM insert from the computer (2). 40 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    4. Lift the left side of the system board upward (1), and then pull the system board toward the left and away from the connectors on the side of the computer to remove it (2). Reverse this procedure to install the system board. Speakers To remove the speakers, use this procedure and illustration.
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    Fingerprint reader board Fingerprint reader board cable (included in Cable Kit) The fingerprint reader support kit is available as spare part number M12867-001. It includes the cable, then remove the bracket (3). 42 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    3. Remove the fingerprint reader board from the computer (4). The board is secured with adhesive. Reverse this procedure to install the fingerprint reader board. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations. Table 5-12 Display assembly
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    part number M15648-001 for models without a privacy display and M15649-001 for models with a privacy display. 44 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    4. If you need to remove the hinge cover, use a plastic tool to lift and release the side of the cover (1), and then remove the cover from the display (2). The hinge cover is available in the Hinge Kit as spare part number M83173-001. 5. If you need to remove the hinges from the display rear cover:
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    from behind the display panel (3). You must pull the tape multiple times before it is completely removed. 46 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    b. Lift the bottom of the panel upward to access more tape underneath (4). NOTE: You have to pull on the tape multiple times before it is completely removed. Display panels are available spare part number M74242-001 for nonprivacy models and M74243-001 for privacy models. c. Remove the remaining
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    d. Release the adhesive support strip (1) that secures the display panel cable connector to the display panel. e. Disconnect the display panel cable (2) the cables from the camera module and transfer board (1). 48 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    (2). b. Peel the cable off the inside of the display rear cover (3). The display rear cover is available as spare part number M74246-001. The LCD Support Kit is available as spare part number M26283-001. Reverse this procedure to replace the display assembly. Component replacement procedures 49
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    United States Spare part number -171 -BA1 -AD1 -071 -BG1 -AB1 -281 -141 -541 -BD1 -031 -001 50 Chapter 5 Removal and replacement procedures for authorized service provider parts
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    service provider only parts" can damage the computer or void the computer warranty. Resources Use this table to locate troubleshooting resources. Table 6-1 Troubleshooting resources and their descriptions HP Resource Tool Description Link HP Elite Support Provides live HP Premium support
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 64
    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
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 65
    lights are on and fan is spinning. Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent. POST (UEFI/ , hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 66
    No wake up on page 79 6. Unresponsive on page 80 7. Slow performance on page 81c 8. HP Smart Adapter warning message on page 81 9. Incorrect time and date on page 82 Failure classification by hardware constantly on page 101 3. Thermal shutdown (hot) on page 102 54 Chapter 6 Troubleshooting guide
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    on multiple units. Manually updating BIOS and drivers Use this information to update the BIOS. ● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter. ● See the specific BIOS update installation instructions that accompany the download. General troubleshooting steps 55
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    the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility HP authorized service partners and IT professionals who need to support a mixed environment of older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool (http://www8.hp Troubleshooting guide
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    option. If the System Test did not detect a hardware problem, continue with the Component Tests. ● Component Tests focus follow the on-screen instructions. Screen capture appearance may vary. NOTE: Use this tool, especially when the computer cannot boot to Windows. General troubleshooting steps 57
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    support. The report may assist you with diagnostics and solutions to problems you encounter. HP Thermal Monitor You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system. NOTE: Available only to authorized service providers
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    fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected recovery code unable to find valid BIOS recovery image General troubleshooting steps 59
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    lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set) POST error messages The Power-On on troubleshooting issues related to the memory module, search for support documentation at http://www.hp.com/support. support documentation at 60 Chapter 6 Troubleshooting guide
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    at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP. Before beginning, turn the computer over and look for a battery compartment door (service door). On some platforms, the battery is considered removable
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    least 15 seconds troubleshooting purposes. There is no reason to clear CMOS if the computer is working properly. You must remove the notebook service support.hp.com, and the search for BIOS Setup Utility Information and Menu Options. 10. Reseat cables and connections Many problems Troubleshooting guide
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    turn on. NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink or fan. This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and
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    the current operating system. See Non HP diagnostics tools on page 58 for instructions about obtaining and using a Windows-To-Go USB. NOTE: In some situations, more than one item may contribute to a problem. 13. Replace the system board Only authorized service providers may replace the system board
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    or known issues that might be identified in existing support articles. ● Technician might have omitted steps in the provided repair instructions (for example, Spare Part Replacement Instructions). ● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 78
    Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem. 11. Press the caps lock or num lk key. If the caps lock or num lk on or off, the touchpad is likely operating correctly. 66 Chapter 6 Troubleshooting guide
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    HP Service If further HP support is required, this information may be requested when you call. So it may be helpful to take notes. ● Technical support to resolve an issue. Power-on issues Use the following sections to troubleshooting power issues. No power When a unit experiences no power, there
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 80
    However, you can verify the AC adapter first, before opening the service door for a battery check. ● Verify AC adapter is compatible Check battery condition (overall result, cycle life, voltage) using HP PC Hardware Diagnostics (UEFI) tool. 2. Verify that battery is Chapter 6 Troubleshooting guide
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    power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to to boot. However, mWS G3 can boot with integrated graphics. Intermittent power-on, shutdown, reboot Use this information to troubleshoot power-on, shutdown, and
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    troubleshoot source). Troubleshooting steps Quick there is a problem with the original no problem with the adapter. See HP Smart lights, blinking light codes, troubleshooting lights, and POST error messages replace the AC adapter. Tips The HP Smart AC adapter has a special to troubleshoot battery
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    the computer can boot to BIOS or Windows with a good AC adapter. Troubleshooting steps Visual inspections 1. Inspect battery connectors for any signs of damage. the computer user guide for instructions regarding battery maintenance and increasing battery life. Also see http://support.hp.com/us-en
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 84
    use; also, reduce screen brightness. Follow HP instructions about how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3. Burnt smell Use this information to troubleshoot burnt-odor issues. Table 6-14 Issues
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    to HP. POST Use the following sections to troubleshoot Power-on Self Test issues. No video (with power) Use this information to troubleshoot video issues. Table 6-15 Issues, to force video output to external video. If unsuccessful, contact HP service. Common issues and possible solutions 73
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    15 problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, and so on) because of a loose connection, defective parts, or recently added parts. Troubleshooting , blinking light codes, troubleshooting lights, and POST error messages on page 58) for
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 87
    problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (for example, keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component. Troubleshooting suspected components using HP PC Hardware
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    HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems , electrical short. Troubleshooting steps 1. Update BIOS
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    tool (available only to authorized service providers/ technicians) to perform stress test (processor and GPU) (6. HP Hardware Diagnostics and Tools on system board. Tips Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details about shutdown frequencies,
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    power, light activity, fan spinning ● HP Logo displays briefly Conflict of instructions from multiple programs or drivers; installing a support.hp.com/us-en/document/c03671001. Electromagnetic Interference (EMI) Use this information to troubleshoot EMI issues. 78 Chapter 6 Troubleshooting guide
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    where it does not fail. 3. Test with a verified working computer in original factory configuration. 4. Consult with support. No wake up Use this information to troubleshoot wake-up issues. Table 6-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming
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    in the docking configuration. Unresponsive Use this information to troubleshoot issues with responsiveness. Table 6-23 Issues, possible causes, Possible causes Program in use has stopped responding to commands. Troubleshooting steps 1. If possible, use the Windows Task Manager to isolate
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    windows.microsoft.com/en-us/windows/optimize-windows-betterperformance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Table 6-25 Issues, possible causes, and fixes Items Procedures Symptom
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 94
    Update the latest HP Hotkey Support software from Drivers HP PC Hardware Diagnostics (UEFI) tool before any replacement. Symptom This section includes common display issues with symptoms: ● Blank or black video ● Incorrect color, missing color, distorted image 82 Chapter 6 Troubleshooting guide
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    system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others). For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (for example, blue screen error, graphics or video issues
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 96
    (Dead Pixel Check is available with the HP PC Diagnostics 3-in-1 USB Key tool) Review the video troubleshooting in the following Display section for specific issues and possible solutions. For additional information about display problems, see documentation provided by the product manufacturer
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    or HP port. Press the power button and close the computer lid to force video output to external video. If there is still no video, contact support. References See section No video (with power) on page 73 for display information. No video (external) Use this information to troubleshoot external
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    with Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3." Go to http://www.hp.com/ and search for HP ZBook Thunderbolt 3 Dock User Guide. 4. If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each DisplayPort and VGA port of the dock. 86 Chapter 6 Troubleshooting guide
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    latest dock firmware. Follow the installation instructions carefully. You may want to try HP ZBook Mobile Workstations" from HP platform support website. Go to http://h20195.www2.hp.com/v2/getpdf.aspx/ 4aa5-2657enw. Incorrect or missing color/distorted image Use this information to troubleshoot
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    troubleshoot I/O device issues. NOTE: ● Be sure that external devices are supported and compliant (for example, USB Type-C®, Thunderbolt 3, PCI Express). ● If you have problems with external devices not provided by HP information to troubleshoot keyboard issues. 88 Chapter 6 Troubleshooting guide
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    keys (caps lock, shift, ctrl, fn, Windows, alt) if necessary. 5. Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. 6. Verify causes Dust trapped under point stick, loose point stick cap. Troubleshooting steps 1. Inspect for any signs of dust or liquid
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    Keyboard backlight Use this information to troubleshoot keyboard backlight issues. Table 6-36 Possible causes Backlight disabled, loose connection. Troubleshooting steps NOTE: Not all notebook computers cable. Touchpad Use this information to troubleshoot touchpad issues. Table 6-37 Issues,
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    > Mouse). 5. Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (f2> Component Drop Test). The following steps are for authorized service providers/technicians. 1. Check the touchpad cable for -45 jack) Use this information to troubleshoot network issues. Table 6-38 Issues,
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    service Possible causes Network source, cable, connection, driver, settings. Troubleshooting steps 1. Update to the latest driver and utility. 2. Check with network service connector entirely. Examples of USB device Not Recognized Troubleshooting steps 92 Chapter 6 Troubleshooting guide
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    can remove or reinstall the USB driver. 5. Be sure the USB device is supported, for example, USB 3.0 device requires more power draw (0.9 A) from a USB before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps 1. Verify card reader removal policy. 2. Make sure there
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    is detected in Windows Device Manager. 5. Reinstall the latest audio driver. 6. Test audio device using HP PC Hardware Diagnostics (UEFI) tool (f2 > Component Tests > Audio). 7. Test with a verified speakers or headset. 9. Reseat internal speaker connections. 94 Chapter 6 Troubleshooting guide
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    44 Issues, possible causes, and fixes Items Procedures Symptom Thunderbolt device not working Possible causes BIOS, drivers, and user settings. Troubleshooting steps 1. Update to the latest BIOS and choose appropriate TB Port settings. 2. Reset User Account Settings to default. 3. Update Intel
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    must be compatible with Windows. To determine whether your device is Thunderbolt Certified for Windows, see https://thunderbolttechnology.net/products. Storage Use this information to troubleshoot storage issues. 96 Chapter 6 Troubleshooting guide
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    support for instructions about how to order a replacement hard drive. ● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. ● If there is no physical problem setting. Troubleshooting steps
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    from starting the computer, including bootable CDs and DVDs. For more information, see http://support.hp.com/us-en/document/c03653226. 2. Reset BIOS to default. Be sure that BIOS Boot Read-write error Use this information to troubleshoot read and write errors. 98 Chapter 6 Troubleshooting guide
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    operations Possible causes Operating system files, hard drive is full. Troubleshooting steps 1. Transfer data from the hard drive to create hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to be sure that the drive is functional. If all of the tests
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 112
    troubleshoot supply (AC adapter). Troubleshooting steps 1. Update BIOS and connection. 6. Run HP PC Hardware Diagnostics (UEFI). If failed find no error with HP PC Hardware Diagnostics troubleshoot mechanical issues. Noise (sound) Use this information to troubleshoot Troubleshooting steps 1.
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    on page 82. The section below is intended for authorized service providers and technicians. 1. After disassembling the chassis, inspect remove excess heat generated by electrical components. ● Inappropriate configuration. Troubleshooting steps General actions 1. Verify whether BIOS is set to Fan
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    Thermal Monitor tool (available only to authorized service providers and technicians)(HP Thermal Monitor on page 58) to run support.hp.com/us-en/document/c01007591. ● https://support.hp.com/us-en/document/c01657439. Thermal shutdown (hot) Use this information to troubleshoot 6 Troubleshooting guide
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    sensors are within limits after thermal condition is serviced. Note See https://support.hp.com/us-en/document/c01657439. Additional information The following sections provide additional information that you can use during the troubleshooting process. Acronyms These acronyms are used in this
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 116
    -Power-On Self-Test SSD-Solid-state drive TSG-Troubleshooting Guide UEFI-Unified Extensible Firmware Interface WLAN-Wireless local area blink codes inform you of a problem. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Table 6-53 Blinking lights
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    this error reoccurs, see General troubleshooting steps on page 52. NOTE: The computer attempts to notify you of this problem through a series of blinking resolve this problem by ensuring that memory modules are correctly inserted and seated. If this error reoccurs, you must use a service event to
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    computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. You must use a service event to identify the http://www.hp.com/support for details about troubleshooting issues related to the memory module. If the memory module still fails, contact support. Startup
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    -en/document/c01443371 for more information. Boot Device Manager Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. Boot Device Manager Hard Disk 2 Error 3F2 This
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    90B The system fan might be malfunctioning. correctly For information about troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591. A hard reset can sometimes restore and clean fan blades and vents with compressed air. X 108 Chapter 6 Troubleshooting guide
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    troubleshoot Windows bug codes. ● If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP of Windows. ● If new device drivers or system services have been added recently, try removing or updating
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    Specifics shown are not representative of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft. Windows Software Development Kit (SDK) Use these steps to download and use the SDK in the configuration window (Windows 10 shown). 110 Chapter 6 Troubleshooting guide
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 123
    3. Select features to install. 4. Run the SDK as an administrator. 5. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// msdl.microsoft.com/download/symbols. ● Save the workspace. Additional information 111
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    6. Open the crash dump file. 112 Chapter 6 Troubleshooting guide
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    . The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or
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    the following set of criteria when damaged displays are submitted for warranty coverage. Source: http://support.hp.com/us-en/document/c00035844 Table 6-56 Electrical defect criteria Panel resolution Accept Reject Subpixel or removal from the connector. 114 Chapter 6 Troubleshooting guide
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    can break the internal wires. ● Do not rely on components like the keyboard or service door to push cables down internally. Always position the cables to lie properly by themselves or in the cable guides and chassis areas designed for cable routing. IMPORTANT: Always release connector latch before
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 128
    under the connector to remove evenly. Do not pull on the cable to remove. ● Press evenly when reseating, reconnecting, or installing the connector. 116 Chapter 6 Troubleshooting guide
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    For more information about cable management, see Cable management on page 114. Additional information 117
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    Computer Setup, turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. Navigating and selecting in the main Computer Setup screen, press esc, and then follow the on-screen instructions. To exit Computer Setup, choose one of the following methods: ● To exit
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 131
    HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting download and installation, follow these instructions: Do not disconnect power
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 132
    in the taskbar search box, and then select the HP Support Assistant app. - or - Select the question mark icon in the taskbar. 2. Select Updates, and then select Check for updates and messages. 3. Follow the on-screen instructions. 4. At the download area, follow these steps: a. Identify the most
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 133
    most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration. To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your product, and then follow the on-screen instructions. Using HP Sure Start (select
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 134
    you have. NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. IMPORTANT: HP recommends that you follow the Restoring and recovery methods on page 123
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 135
    Windows. The System Restore software can automatically or manually create restore points, or snapshots, of the system support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. To recover your system: ▲ Insert the HP
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 136
    device drivers ● Software applications, in the case of a custom image To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support. Follow the onscreen instructions to find your product and locate your documentation. 124 Chapter 8 Backing up, restoring, and recovering
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    1. Select the Start button, and then select HP Help and Support. 2. Select HP PC Hardware Diagnostics Windows. 3. When the tool opens, select the type of diagnostic test that you want to run, and then follow the on- screen instructions. Using HP PC Hardware Diagnostics Windows (select products only
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 138
    Windows is installed, follow these steps to access it from HP Support Assistant. 1. Type support in the taskbar search box, and then select the HP Support Assistant app. - or - Select the question mark icon in the taskbar. 2. Select Troubleshooting and fixes. 3. Select Diagnostics, and then select
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 139
    scan the failure ID code that appears on the next screen. The HP Customer Support - Service Center page appears with your failure ID and product number automatically filled in. Follow the on-screen instructions. - or - Contact support, and provide the failure ID code. NOTE: To start diagnostics on
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 140
    UEFI is not included in the HP Tool partition. ● The hard drive is damaged. NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 141
    by using the product name or number. 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, select your type of product, enter instructions to select and download the Remote UEFI version for the product. Customizing Remote HP PC Hardware Diagnostics UEFI settings Using the Remote HP
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 142
    or a DC power source supplied and approved by HP for use with this computer. The computer can operate USB-C 19.5 V dc @ 2.31 A - 45 W 19.5 V dc @ 3.33 A - 65 W 19.5 V dc @ 4.62 A - 90 W 19.5 V dc @ 6.15 A - 120 W 19.5 V dc @ 6.9 A - 135 W 19.5 V dc @ 7.70 A - 150 W 19.5 V dc @ 10.3 A - 200 W 19.5 V
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 143
    -20°C to 60°C -4°F to 140°F Relative humidity (noncondensing) Operating 10% to 90% 10% to 90% Nonoperating 5% to 95% 5% to 95% Maximum altitude (unpressurized) Operating -15 m to 3,048 m -50 ft to 10,000 ft Nonoperating -15 m to 12,192 m -50 ft to 40,000 ft Specifications 131
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 144
    to 140°F Relative humidity (noncondensing) Operating 10% to 90% Nonoperating 5% to 95% Maximum altitude (unpressurized) Operating -15 m to 3,048 m -50 ft to 10,000 ft Nonoperating -15 m to 12,192 m -50 ft to 40,000 ft NOTE: Applicable product safety standards specify thermal limits for
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 145
    Table 10-2 Display specifications Active diagonal size Resolution Surface treatment Brightness Viewing angle Backlight Display panel interface Metric U.S. 39.6 cm 15.6 in 1920 × 1080 (FHD) 3840 × 2160 (UHD) Antiglare (nontouch) BrightView (touch) 400 nits (FHD, nontouch; UHD touch) 600 nits (
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 146
    nonvolatile memory that can contain personal data after the system has been turned off and the hard drive has been removed, use these instructions. HP business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory. The amount of nonvolatile memory present in
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 147
    Utilities. iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear, and then follow the on-screen instructions to continue. NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 148
    usage Use this table to troubleshooting nonvolatile memory usage. Table 11-1 Troubleshooting steps for nonvolatile memory usage computer configuration data for select platforms that support HP Sure Start. For more information, see Using HP Sure Start (select products only) on page
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 149
    Table 11-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type , go to http://www.hp.com/ support. Select Identify your product for manuals and specific product information, and then follow the on-screen instructions.) Stores Management Engine Code
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 150
    instructions. 2. What is a UEFI BIOS, and how is it different from a legacy BIOS? The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports . HP has
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 151
    , select Secure Boot, select Clear Secure Boot Keys, and then follow the on-screen instructions to continue. Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that continuously monitors your computer's BIOS for attacks or corruption. If
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    12 Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V ac to 120 V ac, or from 220 V ac to 240 V ac. The three-conductor power cord set included with
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 153
    ) must bear the BSMI certification mark. 7. For 127 V ac, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V ac), with UL and CSA or C-UL marks. For 240 V ac, the flexible cord must be Type H05VV-F three-conductor, 0.75 mm² or 1.00
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 154
    dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 155
    123 HP Sure Recover 124 HP Sure Start 134, 139 I illustrated parts catalog 16 input power 130 K keyboard product description 3 keyboard controller board removal 37 spare part number 37 keyboard with top cover spare part numbers 50 L labels Bluetooth 13 regulatory 13 serial number 13 service 13
  • HP ZBook Studio 15.6 | Maintenance and Service Guide - Page 156
    drive 123 recovery media 122 creating using HP Cloud Recovery Download Tool 122 creating using number 21 serial number, computer 13 service labels, locating 13 setup utility navigating and restore 123 system restore point, creating 122 T Tile 15 touchpad removal 36 settings 9 spare part number 36
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Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.