HP ZHAN 99 Maintenance and Service Guide

HP ZHAN 99 Manual

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  • HP ZHAN 99 | 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.
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    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 ZHAN 99 | Maintenance and Service Guide - Page 3
    Customer Self-Repair Parts Your computer includes Customer Self-Repair parts and parts that should be accessed by only an authorized service provider. IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details. Accessing parts described in "Removal and replacement
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    iv Important Notice about Customer Self-Repair Parts
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    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
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    vi Safety warning notice
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    ...18 4 Removal and replacement procedures preliminary requirements 20 Tools required ...20 Service considerations ...20 Plastic parts ...20 Cables and connectors ...20 Drive handling ...20 Workstation guidelines ...21 Electrostatic discharge information ...21 Generating static electricity ...22
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    service guide ...53 Resources ...53 General troubleshooting steps ...54 Identify the issue ...54 1. Understand the issue 54 Boot up sequence 54 Failure classification 55 2. Examine the environment 57 3. Perform a visual inspection of hardware 57 4. Update BIOS and drivers 57 Manually
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    HP PC Hardware Diagnostics (UEFI 58 HP BIOS Configuration Utility (BCU 60 HP Image Diagnostic Tool 60 HP Thermal Monitor 60 Non HP diagnostics tools 60 7. Status lights, blinking light codes, troubleshooting During operation ...69 Consulting with HP Service ...70 Common issues and possible
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    88 Display ...88 Display anomalies ...88 Symptom ...88 Quick check 89 HP PC Hardware Diagnostics (UEFI) for video test 89 Display assembly diagram 90 connectivity wireless (WLAN 97 WWAN ...98 USB ...98 Smart card reader ...99 Speaker, headphone - audio issues 100 Thunderbolt (TB) ...101 Storage
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    problem (Manual Recovery Policy Set 113 POST error messages and user actions 114 Routine maintenance for performance improvement 116 Common blue screen error messages 116 Error message list ...116 Bug check symbolic names 117 Microsoft general troubleshooting TPM, and HP Sure Start
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    Windows hardware failure ID code 133 Accessing HP PC Hardware Diagnostics Windows 133 Accessing HP PC Hardware Diagnostics Windows from HP Help and Support 133 Accessing HP PC Hardware Diagnostics Windows from Support Assistant 134 Downloading HP PC Hardware Diagnostics Windows 134 Downloading
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    ...139 12 Statement of memory volatility ...140 Current BIOS steps ...140 Nonvolatile memory usage ...142 Questions and answers ...144 Using HP Sure Start (select products only) ...145 13 Power cord set requirements ...146 Requirements for all countries ...146 Requirements for specific
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    xiv
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    and their descriptions Category Description Product Name HP ZHAN 99 Mobile Workstation G2 Processors AMD® Ryzen™ 7 4800H (2.9 8 Graphics (Ryzen 5 processor) External graphics NVIDIA® Quadro® P620, 4 GB DDR5 Supports HD Decode, DX12, and HDMI 1.4b, HDCP 2.3 via DisplayPort™ up to 4
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    802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (MU-MIMO supported) Compatible with Miracast® devices Two WLAN antennas configured at top of panel Supports HP Connection Optimizer Supports HP Extended Range Wireless LAN Media card reader Supports microSD™, SDHC™, SDXC™ Push-push insertion/removal
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    ) Audio-out (headphone)/audio-in (microphone) combo jack RJ-45 (network) jack USB 3.1 Gen 1 Type C port (supports data transfer) USB 3.1 Gen 1 Type A port USB 2.0 port (supports HP Sleep and Charge) AC Smart Pin adapter plug Sensor Accelerometer Keyboard/pointing devices Keyboard Full size
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    Table 1-1 Product components and their descriptions (continued) Category Description Serviceability End user replaceable parts AC adapter Memory module Hard drive Solid-state drive 4 Chapter 1 Product description
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    Also connects an optional headset microphone. This jack does not support optional standalone microphones. WARNING! To reduce the risk of personal and Environmental Notices. To access this guide: ▲ Type HP Documentation in the taskbar search box, and then select HP Documentation. NOTE: When a device
  • HP ZHAN 99 | Maintenance and Service Guide - Page 20
    Table 2-1 Right-side components and their descriptions (continued) Component Description (4) USB Type-C port Connects a USB device, provides data transfer, and (for select products) charges small devices when the computer is on or in Sleep mode. NOTE: Cables, adapters, or both (purchased
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    Table 2-2 Left-side components and their descriptions (continued) Component Description (2) Power connector Connects an AC adapter. (3) USB port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and charges small devices, even when the computer is off.
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    of the 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 components Use the illustration and table to
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    Table 2-4 Touchpad components and their descriptions Component (1) Touchpad zone (2) Left touchpad button (3) Right touchpad button Description Reads your finger gestures to move the pointer or activate items on the screen. Functions like the left button on an external mouse. Functions like
  • HP ZHAN 99 | Maintenance and Service Guide - Page 24
    Button and speakers Identify the computer button and speakers. Table 2-6 Button and speakers and their descriptions Component (1) Power button (2) Speakers Description ● When the computer is off, press the button briefly to turn on the computer. ● When the computer is on, press the button
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    Table 2-7 Special keys and their descriptions Component (1) esc key (2) fn key (3) Windows key (4) Action keys (5) num lk key (6) Integrated numeric keypad Description Displays system information when pressed in combination with the fn key. Executes frequently used system functions
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    Table 2-8 Hot keys and their descriptions (continued) Key Description R Breaks the operation. S Sends a programing query. W Pauses the operation. Bottom Use the illustration and table to identify the bottom component. Table 2-9 Bottom component and its description Component Description
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    that you might need when you troubleshoot system problems or travel internationally with the computer. support. Your service label information order may vary by country and might not include the wording "Model" due to the country regulation. Table 2-11 Service label components Component (1) HP
  • HP ZHAN 99 | Maintenance and Service Guide - Page 28
    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. NOTE: Details about your computer, including model, serial number, product key
  • HP ZHAN 99 | Maintenance and Service Guide - Page 29
    Table 3-1 Computer major component descriptions and part numbers Item Component (1) Display assembly NOTE: Display spare parts are available only as subcomponents. For spare part information, see Display assembly subcomponents on page 16. (2) Top cover/keyboard (3) Touchpad NOTE: The
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    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Intel Wi-Fi 6 AX200 (802.11ax 2 × 2, non-vPro) + Bluetooth 5 Realtek RTL8822CE (802.11ac 2 × 2) Wi-Fi + Bluetooth 5 (15) Battery (3 cell, 52 Whr) (16) Speakers (17) Bottom cover Rubber feet (left and right;
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    Table 3-2 Display component descriptions and part numbers (continued) Item Component (3) Hinges (left and right) For use with 3.2 mm panels For use with 2.6 mm panels (4) Camera module (includes display cover adhesive and bezel tape) (5) Display cable (includes display cover adhesive and
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    Table 3-3 Mass storage device descriptions and part numbers Item Component (1) Hard drive 2 TB, 5400 rpm 1 TB, 7200 rpm (2) Hard drive bracket (available in the Bracket Kit) (3) Hard drive cable (4) Solid-state drive 1 TB, PCIe, TLC 512 GB, PCIe, TLC 512 GB, PCIe, value 256 GB, PCIe,
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    Table 3-5 Miscellaneous part descriptions and part numbers Component Smart AC adapter (135 W) Screw Kit Bracket Kit (includes touchpad bracket and hard drive bracket) Power cord (C5, conventional, 1.0 m, for use in the People's Republic of China) Spare part number L15534-001 L72722-001 M17205-002
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    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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    guidelines Follow these grounding workstation guidelines: ● Cover the workstation with approved static-shielding material. ● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment. ● Use conductive field service tools, such as cutters
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    IMPORTANT: To prevent damage to the device when you remove or install internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the
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    plug connector on the grounding mat or workstation. ● Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with most types of field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends
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    -dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwear straps providing sensitive parts in their containers until the parts arrive at static-free workstations. ● Place items on a grounded surface before removing items from
  • HP ZHAN 99 | Maintenance and Service Guide - Page 39
    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 16 screws when you service Customer Self-Repair parts. Make special
  • HP ZHAN 99 | Maintenance and Service Guide - Page 40
    2. Remove the four Phillips M2.5 × 12.0 screws (2) from the top edge of the bottom cover. 3. Insert a non-marking, non-conductive tool into the seam at the bottom of the computer (1), and then pull the tool along the seam to release the bottom cover (2). 4. Remove the bottom cover from the computer
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    Table 5-2 Solid-state drive descriptions and part numbers (continued) Description 256 GB, PCIe, value Solid-state drive thermal plate Spare part number L85354-002 L84067-001 Before removing the solid-state drive, follow these steps: 1. Prepare the computer for disassembly (Preparation for
  • HP ZHAN 99 | Maintenance and Service Guide - Page 42
    Before removing the memory, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (Bottom cover on page 25). 3. Disconnect the battery cable from the system board (see Battery on page 32). If you are replacing a memory module
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    2. Press down on the module until the side retention clips snap into place (3). Hard drive To remove the hard drive, use these procedures and illustrations. Table 5-4 Hard drive, hard drive bracket and hard drive cable descriptions and part numbers Description Spare part number Hard drive, 2
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    3. Remove the hard drive assembly from the computer (3). 4. If you need to disassemble the hard drive, remove the four Phillips M3.0 × 3.0 screws (1) from the bracket, and then remove the bracket from the hard drive (2). Disconnect the connector from the drive (3). Reverse this procedure to
  • HP ZHAN 99 | Maintenance and Service Guide - Page 45
    . 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 49 screws when you service the parts described in this chapter
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    for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (Bottom cover on page 25). 32 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    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 ZHAN 99 | Maintenance and Service Guide - Page 48
    receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1. Prepare the computer for disassembly angle. 34 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    5. If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on the antenna connector, as shown in the following illustration. Reverse this procedure to install the WLAN module. Touchpad To remove the touchpad, use this procedure and illustration. Table
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    in the right fan (2). 3. Remove the five Phillips M2.0 × 3.5 screws (3) that secure the fans to the computer. 36 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    4. Remove the fans from the computer (4). Reverse this procedure to install the fans. Heat sink To remove the heat sink, use these procedures and illustrations. Table 6-6 Heat sink descriptions and part numbers Description Heat sink Heat sink thermal kit Spare part number L72700-001 M17206-001
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    3. Remove the heat sink from the computer (3). 38 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    4. Clean and reapply thermal grease to the surfaces of the heat sink (2), noting the associated locations on the system board (1) each time the heat sink is removed. Replace the thermal pads on the heat sink (4), noting the associated locations on the system board (3). Reverse this procedure to
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    following components (as applicable) from the defective system board and install them on the replacement system board: 40 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    ● Solid-state drive (see Solid-state drive on page 26). ● Memory modules (see Memory modules on page 27). ● WLAN module (see WLAN module on page 33). ● Heat sink (see Heat sink on page 37). Remove the system board: 1. Disconnect the following cables from the system board: ● WLAN module antennas (1)
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    this procedure and illustration. Table 6-9 Speaker description and part number Description Speakers Spare part number L72708-001 42 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    Before removing the speakers, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (Bottom cover on page 25). 3. Disconnect the battery cable from the system board (see Battery on page 32). 4. Remove the fans (Fans on page
  • HP ZHAN 99 | Maintenance and Service Guide - Page 58
    routing path around the fan and hard drive (5). 4. Remove the three Phillips M2.5 × 5.0 screws (1) from each hinge. 44 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    5. Separate the display assembly from the computer (2). 6. If you need to replace display assembly subcomponents: a. Insert a non-marking, non-conductive tool into the seam at the bottom of the bezel and pull to release the bezel from the display (1). b. Release the top edge of the display bezel (2)
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    tape around the tweezers (1) as you continue to pull the tape out from behind the display panel (2). 46 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    b. Rotate the display panel over and place it next to the display enclosure (3). NOTE: You have to pull on the tape multiple times before it is completely removed. To avoid tearing the tape, pull the tape evenly and carefully. Rolling the tape around the tweezers helps avoid tearing the tape.
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    part number L72710-001 for use with 3.2 mm panels and M03697-001 for use with 2.6 mm panels. 48 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    9. If you need to remove the camera module: ▲ Lift evenly on both sides of the camera module to detach the it from the display back cover (1), and the disconnect the cable from the module (2). (The camera module is attached to the display back cover with double-sided adhesive.) The camera module is
  • HP ZHAN 99 | Maintenance and Service Guide - Page 64
    part number L75188-001 for models with a 3.2 mm panel and M03694-001 for models with a 2.6 mm panel. 50 Chapter 6 Removal and replacement procedures for authorized service provider parts
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    12. Use the following image to determine proper cable routing when reassembling the display. The display back cover is available as spare part number M12019-001 for models with a 2.6 mm panel and M12532-001 for models with a 3.2 mm panel. Reverse this procedure to reassemble and replace the display
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    with top cover description and part number Description Spare part number Keyboard with top cover M12026-001 52 Chapter 6 Removal and replacement procedures for authorized service provider parts
  • HP ZHAN 99 | Maintenance and Service Guide - Page 67
    7 Troubleshooting guide This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes. Based on some of the most common symptoms, this chapter identifies logical
  • HP ZHAN 99 | Maintenance and Service Guide - Page 68
    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 ZHAN 99 | Maintenance and Service Guide - Page 69
    issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent. POST (UEFI/BIOS) Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then
  • HP ZHAN 99 | Maintenance and Service Guide - Page 70
    5. No wake up on page 85 6. Unresponsive on page 86 7. Slow performance on page 86c 8. HP Smart Adapter warning message on page 87 9. Incorrect time and date on page 88 Failure classification by hardware shutdown (hot) on page 109 5. Stuck power button on page 110 56 Chapter 7 Troubleshooting guide
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    image 9. Smart card reader on page 93 on page 99 6. Noisy hard drive on page 106 9. Touch manual process, through an automatic installation, or through a remote installation on multiple units. Manually updating BIOS and drivers Use this information to update the BIOS. General troubleshooting
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    diagnostic tool than the BIOS-based version. In addition, for 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.com/us/en/ campaigns/hpsupportassistant/pc-diags.html?jumpid
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    the Extensive System Test option. If the System Test did not detect a hardware problem, continue with the Component Tests. ● Component Tests focus on selected hardware components in run, and then follow the on-screen instructions. Screen capture appearance may vary. General troubleshooting steps 59
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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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    to external power, and the battery is charged from 90% to 99%. Amber: The computer is connected to external power, and the battery light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter troubleshooting steps 61
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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 62 Chapter 7 Troubleshooting guide
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    details. Contact support if third-party wireless adapters are installed in the computer. Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan. Power Good (Troubleshooting) lights HP added troubleshooting power lights to ZBook Mobile Workstations (Studio
  • HP ZHAN 99 | Maintenance and Service Guide - Page 78
    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). as USB storage devices, external displays, and printers. 64 Chapter 7 Troubleshooting guide
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    performed for troubleshooting purposes. There is no reason to clear CMOS if the computer is working properly. You must remove the notebook service door to http://support.hp.com, and the search for BIOS Setup Utility Information and Menu Options. 10. Reseat cables and connections Many problems are
  • HP ZHAN 99 | Maintenance and Service Guide - Page 80
    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 . ● External VGA monitor ● External USB keyboard 66 Chapter 7 Troubleshooting guide
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    the current operating system. See Non HP diagnostics tools on page 60 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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    support articles. ● Technician might have omitted steps in the provided repair instructions (for example, Spare Part Replacement Instructions). ● Skipping one of steps from Troubleshooting you used was in an HP public document, provide the document information to the customer, letting Troubleshooting guide
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    The following steps provide simple, useful checks that you can perform when troubleshooting. 1. To wake the computer: a. Press the power button or any 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
  • HP ZHAN 99 | Maintenance and Service Guide - Page 84
    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 following sections to troubleshooting power issues. No to this behavior when troubleshooting. Table 7-11 Issues board. Troubleshooting steps Perform
  • HP ZHAN 99 | Maintenance and Service Guide - Page 85
    . However, you can verify the AC adapter first, before opening the service door for a battery check. ● Verify AC adapter is compatible with on the computer. Contact HP Engineering for this information. Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights, and POST
  • HP ZHAN 99 | Maintenance and Service Guide - Page 86
    battery is removed. Therefore, after the service door and RTC 3 V battery are G1 and G2 may require discrete graphics processing unit (GPU) to boot. However, mWS G3 can boot with integrated graphics. Intermittent power-on, shutdown, reboot Use this information to troubleshoot Troubleshooting guide
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    not boot, replace system board. AC adapter issue Use this information to troubleshoot AC adapter issues. Table 7-13 Issues, possible causes, and fixes Solution If the computer operates normally, there is no problem with the adapter. See HP Smart Adapter warning message on page 87 for further
  • HP ZHAN 99 | Maintenance and Service Guide - Page 88
    . 7. If there is still no rear power light or no boot, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling with a working AC adapter and confirm whether battery is charging. 74 Chapter 7 Troubleshooting guide
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    Tips See the computer user guide for instructions regarding battery maintenance and increasing battery life. Also see http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3. Battery discharges too fast Use this information to troubleshoot battery issues. Table 7-15 Issues
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    using HP Support Assistant 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 HP. POST Use the following sections to troubleshoot Power
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    drive light blinking and hard multiple displays. drive noise Troubleshooting steps Quick check 1. Verify that system light activity is the computer lid to force video output to external video. If unsuccessful, contact HP service. 5. If external video is OK, update BIOS, software, and drivers (4.
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    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 hard drive). 78 Chapter 7 Troubleshooting guide
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    in the table to troubleshoot BIOS password issues. Table 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
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    only to authorized service providers/ technicians) to perform stress test (processor and GPU) (6. HP Hardware Diagnostics and Tools on page 58), and verify that thermal sensors are within limits after thermal condition is serviced. Hardware-related issue 80 Chapter 7 Troubleshooting guide
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    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 Common issues and possible solutions 81
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    service providers and technicians) tool to monitor temperature limits of processor and GPU. See "HP Thermal Monitor" in 6. HP Hardware and drivers (4. Update BIOS and drivers on page 57) to support updates for incompatibilities. 2. Get all the latest updates, using Windows Troubleshooting guide
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    (hang or lockup) Use the following information to troubleshoot hang or lockup issues. Table 7-23 Issues, HP Logo displays briefly ● Attempt to boot to operating system and freeze/hang at Windows logo ● No response to pressing num lk or caps lock key Possible causes Conflict of instructions
  • HP ZHAN 99 | Maintenance and Service Guide - Page 98
    Items Procedures Troubleshooting steps Perform drivers. 4. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 58 support.hp.com/us-en/document/c03671001. Electromagnetic Interference (EMI) Use this information to troubleshoot interference (EMI). Troubleshooting steps 1.
  • HP ZHAN 99 | Maintenance and Service Guide - Page 99
    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 7-25 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming
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    tasks, or even in idle mode Possible causes Processor is hot or hard drive is full. Troubleshooting steps Processor is hot 1. Verify that airflow to the computer is not blocked. 2. Verify that drive. Microsoft recommends at least 200 MB to sync system files. 86 Chapter 7 Troubleshooting guide
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    Possible causes Less powerful AC adapter, BIOS out of date. Note Troubleshooting steps 1. Update BIOS, which may contain information that assigns an appropriate adapter for the configuration. 2. Update the latest HP Hotkey Support software from Drivers website. 3. Be sure that the power source is
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    only authorized technicians. However, HP highly recommends that users and technicians observe symptoms and use the HP PC Hardware Diagnostics (UEFI) bleeding Contact support for assistance. ● Humming noise (due to frequency settings) Contact support for assistance. 88 Chapter 7 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
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    (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 76 for display information. No video (external) Use this information to troubleshoot external
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    References http://support.hp.com/us-en/document/c01186408 No or bad external video via docking Use this information to troubleshoot video issues "HP Elite Dock 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.
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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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    test in HP Hardware Diagnostics under support.hp.com/us-en/document/c03488148 I/O devices Use this information to troubleshoot I/O device issues. NOTE: ● Make sure external devices are supported and compliant (for example, USB Type-C, Thunderbolt 3, PCI Express). ● If you have problems troubleshoot
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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 7-39 Possible causes Backlight disabled, loose connection. Troubleshooting steps NOTE: Not all notebook computers cable. Touchpad Use this information to troubleshoot touchpad issues. Table 7-40 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 7-41 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 98 Chapter 7 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 before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps 1. Verify card reader removal policy. 2. Make sure there 99
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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. 100 Chapter 7 Troubleshooting guide
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    47 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. 102 Chapter 7 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. 104 Chapter 7 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 make sure that the drive is functional. If all of the
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    . 5. Verify original hard drive connection and flex cable. Reseat hard drive and connection. 6. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace. 7. If you find the heat due to an obstruction to air flow. 106 Chapter 7 Troubleshooting guide
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    verify that thermal sensors are within limits after thermal condition is serviced. BIOS currently omits fan presence detection to shorten boot time delay HP PC Hardware Diagnostics (UEFI) tool. See https://support.hp.com/us-en/document/c01657439. Noise (sound) Use this information to troubleshoot
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    See Display on page 88. The section below is intended for authorized service providers and technicians. 1. After disassembling the chassis, inspect components of by electrical components. ● Inappropriate configuration. Troubleshooting steps General actions 108 Chapter 7 Troubleshooting guide
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    solution Use Thermal Monitor tool (available only to authorized service providers and technicians)(HP Thermal Monitor on page 60) to run stress support.hp.com/us-en/document/c01007591. ● https://support.hp.com/us-en/document/c01657439. Thermal shutdown (hot) Use this information to troubleshoot
  • HP ZHAN 99 | Maintenance and Service Guide - Page 124
    within limits after thermal condition is serviced. Note See https://support.hp.com/us-en/document/c01657439. Stuck power button Use this information to troubleshoot a stuck power button. Table 7-57 the system board to be sure that these buttons move freely. 110 Chapter 7 Troubleshooting guide
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    Service Guide mWS-Mobile Workstations WS-Workstations OS-Operating system PC-Personal computer POST-Power-On Self-Test SSD-Solid-state drive TSG-Troubleshooting Guide inform you of a problem. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Table 7-
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    problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink three times, followed by a pause, and then continue in a repeating pattern. 112 Chapter 7 Troubleshooting guide
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    pdf. You must use a service event to resolve this issue. NOTE: The computer attempts to notify you of this problem through a series of blinking a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure
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    the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify www.hp.com/support for details about troubleshooting issues related to the memory module. If the memory module still fails, contact support.
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    This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/ might be malfunctioning. correctly For information about troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591. A hard
  • HP ZHAN 99 | Maintenance and Service Guide - Page 130
    descriptions Error code Possible user actions If the system fan continues to malfunction, contact support. Routine maintenance for performance improvement The table presents a summary of the suggested times word "STOP" is called the bug check code or Stop code. 116 Chapter 7 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 and the version number of the service pack, if one has been a Microsoft tool supported by Microsoft.
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    1. Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk 2. Set up the SDK in the configuration window (Windows 10 shown). 3. Select features to install. 118 Chapter 7 Troubleshooting guide
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    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 119
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    6. Open the crash dump file. 120 Chapter 7 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
  • HP ZHAN 99 | Maintenance and Service Guide - Page 136
    the following set of criteria when damaged displays are submitted for warranty coverage. Source: http://support.hp.com/us-en/document/c00035844 Table 7-61 Electrical defect criteria Panel resolution Accept Reject Subpixel or removal from the connector. 122 Chapter 7 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
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    under the connector to remove evenly. Do not pull on the cable to remove. ● Press evenly when reseating, reconnecting, or installing the connector. 124 Chapter 7 Troubleshooting guide
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    For more information about cable management, see Cable management on page 122. Additional information 125
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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 ZHAN 99 | Maintenance and Service Guide - Page 141
    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 ZHAN 99 | Maintenance and Service Guide - Page 142
    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 ZHAN 99 | Maintenance and Service Guide - Page 143
    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 ZHAN 99 | Maintenance and Service Guide - Page 144
    Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. For details: ▲ Go to http://www.hp.com/support, search for HP Cloud Recovery, and then select the result that matches the type of computer
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    : 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. To recover your system: ▲ Insert the HP Recovery media, and then restart the computer. Changing the
  • HP ZHAN 99 | Maintenance and Service Guide - Page 146
    ● Platform-specific 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. Select Find your product, and then follow the on-screen instructions. 132 Chapter 9 Backing up, restoring, and recovering
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    the on-screen instructions. ● If instructions for calling support are displayed. Follow those instructions. Accessing HP PC Hardware Diagnostics Windows After HP PC Hardware Diagnostics Windows is installed, you can access it from HP Help and Support or HP Support Assistant. Accessing HP PC Hardware
  • HP ZHAN 99 | Maintenance and Service Guide - Page 148
    to access it from HP Support Assistant. To access HP PC Hardware Diagnostics Windows 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
  • HP ZHAN 99 | Maintenance and Service Guide - Page 149
    then follow the on-screen instructions. Using HP PC Hardware Diagnostics UEFI HP PC Hardware Diagnostics UEFI ( problem: ▲ Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the Failure ID code that appears on the next screen. The HP Customer Support - Service
  • HP ZHAN 99 | Maintenance and Service Guide - Page 150
    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 ZHAN 99 | Maintenance and Service Guide - Page 151
    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
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    11 Specifications This chapter provides specifications for your computer. Computer specifications This section provides specifications for your computer. When traveling with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide
  • HP ZHAN 99 | Maintenance and Service Guide - Page 153
    when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details. Solid-state drive specifications 139
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    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 ZHAN 99 | Maintenance and Service Guide - Page 155
    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 ZHAN 99 | Maintenance and Service Guide - Page 156
    usage Use this table to troubleshooting nonvolatile memory usage. Table 12-1 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 ZHAN 99 | Maintenance and Service Guide - Page 157
    Table 12-1 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 ZHAN 99 | Maintenance and Service Guide - Page 158
    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 ZHAN 99 | Maintenance and Service Guide - Page 159
    , 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
  • HP ZHAN 99 | Maintenance and Service Guide - Page 160
    13 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 3-conductor power cord set included with the
  • HP ZHAN 99 | Maintenance and Service Guide - Page 161
    Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 The Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 The People's Republic of China
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    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 ZHAN 99 | Maintenance and Service Guide - Page 163
    G grounding methods 20, 21, 23 guidelines packaging 20, 24 transporting 20, 24 workstation 20, 21 H hard drive illustrated 17 removal 29 spare part numbers 17, 29 134 downloading 134 installing 135 using 133 HP Recovery media recovery 131 HP Sure Recover 132 HP Sure Start 140, 145 I illustrated
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    num lk 11 Windows 11 L labels Bluetooth 13 regulatory 13 serial number 13 service 13 wireless certification 13 WLAN 13 left side components 6 lights camera 7 caps device, product description 3 ports product description 3 USB port with HP Sleep and Charge 7 USB Type-C port 6 power button, identifying
  • HP ZHAN 99 | Maintenance and Service Guide - Page 165
    U USB port with HP Sleep and Charge identifying 7 USB Type-C port 6 W Windows backup 130 recovery media 130 system restore point 130 Windows key label 13 WLAN antennas, identifying 7 WLAN device 13 WLAN label 13 WLAN module removal 33 spare part numbers 33 workstation guidelines 20, 21 Index 151
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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.