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HP ZBook Studio G3 Maintenance and Service Guide - Page 129

Storage, PC Diagnostics 3-in-1 USB Key

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Storage NOTE: ● Back up all critical data prior to drive troubleshooting. ● Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC Hardware Diagnostics (UEFI) tool on the suspected failed drive. ● Diagnose the storage device using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC Diagnostics 3-in-1 USB Key). ● The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive. If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error occurs). ● If any test fails, record failure code and contact support for instructions on how to order a replacement storage device. ● If all of the tests pass, the storage device is not damaged. As a rule, HP will not replace a storage device under warranty that does not fail the HP Hard Drive Self-Test. ● If there is no physical problem with the storage device (or memory), then try reinstalling the Windows operating system to troubleshoot the problem. Common issues and possible solutions 115

Section	Page
Product description	15
External component identification	20
Display	20
Top	21
TouchPad	21
Lights	22
Buttons, speakers, and fingerprint reader	23
Left	24
Right	25
Front	26
Bottom	27
Labels	28
Illustrated parts catalog	29
Computer major components	29
Display assembly subcomponents	33
Bracket Kit	34
Plastics Kit	35
Miscellaneous parts	36
Removal and replacement procedures preliminary requirements	38
Tools required	38
Service considerations	38
Plastic parts	38
Cables and connectors	39
Drive handling	39
Grounding guidelines	39
Electrostatic discharge damage	39
Packaging and transporting guidelines	41
Workstation guidelines	41
Equipment guidelines	42
Removal and replacement procedures for Customer Self-Repair parts	43
Component replacement procedures	43
Service door	44
Bottom cover	45
Battery	46
Solid-state drive (M.2)	47
WLAN module	49
Memory module	51
RTC battery	53
Removal and replacement procedures for authorized service provider parts	54
Component replacement procedures	54
Thermal module	54
Fingerprint reader board	57
LED board	58
TouchPad	59
Display cable	60
System board	61
I/O support bracket	64
Speakers	65
Keyboard	66
Display assembly	68
Top cover	75
Troubleshooting guide	76
Resources	77
General troubleshooting steps	77
Identify the issue	78
1. Understand the issue	78
Boot up sequence	78
Failure classification	78
Failure classification by boot-up sequence	79
Failure classification by hardware devices and mechanical	80
2. Examine the environment	80
3. Perform a visual inspection of hardware	81
4. Update BIOS and drivers	81
Manually updating BIOS and drivers	81
Remotely deploying BIOS and drivers	81
Analyze the issue	81
5. Remove or uninstall recently added hardware, software	81
6. HP Hardware Diagnostics and Tools	82
HP PC Hardware Diagnostics (UEFI)	82
HP Support Assistant (HPSA)	84
HP BIOS Configuration Utility (BCU)	85
HP Image Diagnostic Tool	85
HP Thermal Monitor	85
Non HP diagnostics tools	85
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages	86
Status lights	86
Interpreting system validation diagnostic front panel LEDs and audible codes	87
POST error messages	88
Power Good (Troubleshooting) lights	89
Resolve the issue	90
8. Hard reset	90
9. Soft reset (Default Settings)	91
10. Reseat cables and connections	91
11. Test with minimum configuration	92
Essential hardware configuration	92
Safe mode	93
12. Test with verified working configuration (hardware and/or operating system)	93
13. Replace the system board	93
Verify solution	94
Helpful Hints	94
At startup	94
During operation	95
Consulting with HP Service	96
Common issues and possible solutions	96
Power-on issues	96
No Power	96
Intermittent power-on, shutdown, reboot	98
AC adapter issue	99
Battery not recognized, not charging	100
Battery discharges too fast	101
Burnt smell	102
POST	102
No video (with power)	102
Blinking lights	103
Diagnostics error messages	104
BIOS password	105
Performance (OS)	105
Intermittent shutdown	106
Blue screen	107
Freeze at Windows Logo (hang/lockup)	109
Electromagnetic Interference (EMI)	110
No wake up	111
Unresponsive	112
Slow performance	112
HP Smart Adapter warning message	113
Incorrect time and date	113
Display	114
Display anomalies	114
Symptom	114
Quick check	115
HP PC Hardware Diagnostics (UEFI) for video test	115
Display assembly diagram	116
Dead pixel	116
No video (internal)	116
No video (external)	117
DisplayPort/VGA	117
HDMI	117
No or bad external video via docking	118
Incorrect or missing color/distorted image	118
Touch screen	119
I/O devices	120
Keyboard	120
Keyboard point stick	121
Keyboard backlight	121
TouchPad	122
Network Connectivity Ethernet (RJ-45 jack)	122
Network connectivity wireless (WLAN)	123
USB	124
Smart card reader	126
Speaker, headphone - audio issues	127
Thunderbolt (TB)	128
Storage	129
Hard drive/solid-state drive not recognized	130
No boot to operating system (no read/write error)	130
Read-write error	131
Slow performance	131
Blue screen (BSOD) error	131
Noisy hard drive	132
Mechanical	133
Fan error message - 90B	133
Noise (sound)	134
Fan runs constantly	135
Thermal shutdown (hot)	136
Stuck power button	136
Additional information	137
Acronyms	137
Blinking lights and boot error codes	138
Processor not executing code	138
BIOS recovery code unable to find valid BIOS recovery image	138
Memory module error	138
Graphics Controller Error (No Controller)	139
Failure - System Board Error	139
Intel Trusted Execution Technology (TXT) Error	139
Sure Start unable to find valid BIOS Boot Block image	139
Sure Start has identified a problem (Manual Recovery Policy Set)	140
POST Error Messages and User Actions	140
Routine Maintenance for Performance Improvement	142
Common Blue Screen Error Messages	142
Error message list	142
Bug check symbolic names	142
Microsoft general troubleshooting of Windows bug check codes	143
Use Windows Debugging Tool	143
Windows Software Development Kit (SDK)	144
Display Issue: Pixel Anomalies	148
Cable management	149
Connector types	150
Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7	152
Using Computer Setup	152
Starting Computer Setup	152
Navigating and selecting in Computer Setup	152
Restoring factory settings in Computer Setup	153
Updating the BIOS	154
Determining the BIOS version	154
Downloading a BIOS update	154
Changing the boot order using the f9 prompt	155
TPM BIOS settings (select products only)	155
Using HP Sure Start (select products only)	156
Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10	157
Using Computer Setup	157
Starting Computer Setup	157
Navigating and selecting in Computer Setup	157
Restoring factory settings in Computer Setup	158
Updating the BIOS	159
Determining the BIOS version	159
Downloading a BIOS update	159
Changing the boot order using the f9 prompt	160
TPM BIOS settings (select products only)	160
Using HP Sure Start (select products only)	161
Using HP PC Hardware Diagnostics (UEFI)	162
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device	162
Backup and recovery in Windows 7	164
Creating recovery media and backups	164
Guidelines	164
Creating recovery media with HP Recovery Disc Creator	164
Creating recovery media	165
Backing up your information	165
Performing a system recovery	166
Using the Windows recovery tools	166
Using f11 recovery tools (select models only)	167
Using Windows 7 operating system media	167
Backing up, restoring, and recovering in Windows 10	169
Creating recovery media and backups	169
Creating HP Recovery media (select products only)	169
Using Windows tools	170
Restore and recovery	171
Recovering using HP Recovery Manager	171
What you need to know before you get started	171
Using the HP Recovery partition (select products only)	172
Using HP Recovery media to recover	172
Changing the computer boot order	173
Removing the HP Recovery partition (select products only)	173
Specifications	174
Computer specifications	174
Statement of memory volatility	175
Nonvolatile memory usage	179
Questions and answers	181
Using HP Sure Start (select models only)	182
Recycling	183

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Storage

NOTE:

●

Back up all critical data prior to drive troubleshooting.

●

Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP

PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.

●

Diagnose the storage device using BIOS, Diagnostics built in the shipping image, or an external USB (

PC Diagnostics 3-in-1 USB Key

●

The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.

If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error

occurs).

●

If any test fails, record failure code and contact support for instructions on how to order a replacement

storage device.

●

If all of the tests pass, the storage device is not damaged. As a rule, HP will not replace a storage device

under warranty that does not fail the HP Hard Drive Self-Test.

●

If there is no physical problem with the storage device (or memory), then try reinstalling the Windows

operating system to troubleshoot the problem.

Common issues and possible solutions

115