HP ZBook 17 G4 Mobile Workstation (ENERGY STAR) Manuel d'utilisateur

HP ZBook 17 G4 Mobile WorkstationHP ZBook 17 G4Maintenance and Service Guide

Diagnostics error messages ... 106BIOS password ...

Interpreting system validation diagnostic front panel LEDs and audible codesDuring the system validation phase that occurs at system startup, the BIOS

Component testedMajor/minor code Error conditionCaps Lock/Num Lock LED ActionBIOS 2.2 The main area (DXE) of BIOS has become corrupted and there is no

Table 7-5 System diagnostics failure codes and user actionsTest description Failure descriptionError code Suggested user actionsWireless Module not s

Table 7-5 System diagnostics failure codes and user actions (continued)Test description Failure descriptionError code Suggested user actionsChassis F

Troubleshooting lights External lights Action NoteO On Do not replace system board No power-on issueOn O Replace board Power-on issue●Example: Syste

5. Press and hold the power button for at least 15 seconds to drain residual power.6. Plug the AC adapter back into the computer, but do not connect a

For eld replaceable units (FRUs), authorized service providers can try the following steps (for more information, see the ”Removal and replacement pr

NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete GPU, storage device, daughterboards, etc.) t

NOTE: Most of the time, eective troubleshooting can prevent a system board replacement.Items that may prevent resolution of the issue:●The informatio

7. Be sure that the boot option is set to a working operating system drive.8. Be sure that externally connected monitors are turned on and their power

No boot to operating system (no read/write error) ... 133Read-write error ...

●Product model name and number●Product identication number●Applicable error messages●Add-on boards or hardware●Third-party hardware or software●Opera

●Check power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 87). Rear power light indicates e

1. Test essential hardware conguration (11. Test with minimum conguration on page 94, 12. Test with veried working conguration (hardware and/or o

a. If system boots, reinstall nonessential hardware one component at a time to isolate issue.b. If system does not boot, replace essential hardware w

Battery not recognized, not charging Symptoms●No battery status light●Blinking amber (critically low battery level)●No boot without AC adapterPossible

5. Verify the new replacement.Tips and tricks See the computer user guide for instructions regarding battery maintenance and increasing battery life.

Reference “HP Notebook Mobile Workstations - Improving Battery Performance (Windows 10, 8, 7, Vista)” at http://support.hp.com/us-en/document/c012976

2. Remove all external devices, including docking station. Recently added hardware and/or applications may cause graphics driver conict and result i

1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds.2. See Status, Blinking Lights, and

BIOS password SymptomsSome sections are unavailable (grayed out)Possible causesBIOS administration password is required. Troubleshooting steps1. Revi

10 Power cord set requirements ...

Intermittent shutdown Symptoms●Shutdown during startup●Shutdown during operationPossible causesIt is often dicult to troubleshoot an intermittent iss

Diagnostics and Tools on page 83) and verify that thermal sensors are within limits after thermal condition is serviced. Hardware related issue1. Ch

1. Note the blue screen error message and what activity was performed at the time.2. Perform a hard reset (8. Hard reset on page 92) after disconnecti

Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select Settings. Clear the Automatically Restart che

Troubleshooting stepsFollow suggested steps below one at a time to verify normal boot process:1. Disconnect all external peripherals, and perform a

No wake up SymptomsWhen resuming from a power management state the computer may display:●Blank screen●Some light activityPossible causesPower-saving m

Unresponsive SymptomUnresponsivePossible causesProgram in use has stopped responding to commands. Troubleshooting steps1. If possible, use the Window

HP Smart Adapter warning message SymptomWarning message displayed in WindowPossible causesLess powerful AC adapter, BIOS out of date. Troubleshootin

DisplayDisplay anomaliesThe display panel is a eld replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly rec

Quick check●Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.●Reset and update BIOS and docking rmware

1 Product descriptionCategory DescriptionProduct Name HP ZBook 17 G4 Mobile WorkstationProcessors 7th Generation Intel® Core™ i5 Processor, quad-core,

Display assembly diagramThe display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, o

No video (external) SymptomNo image on external monitorPossible causesExternal monitor, resolution, display conguration, drivers.Troubleshooting step

No or bad external video via docking SymptomsNo or bad image on external monitor via ports of docking station (VGA, DP, TB, display port, etc.)Possibl

If the external monitor also shows incorrect color, it is graphics card issue. Test with a veried working graphics card. Verify display cable and c

I/O devicesNOTE:●Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc).●If you have problems with

Keyboard point stick SymptomPoint stick not working properlyPossible causesDust trapped under point stick, loose point stick cap. Troubleshooting ste

TouchPad SymptomsNot working properlyPossible causesOn/O enabled, driver, settings. Troubleshooting steps1. Ensure touchpad On/O light is not amber

8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue.9. Examine Ethernet ports on the computer, docki

point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated rmware that resolves the issue.11. Test w

USB Symptoms●USB devices are not recognized●USB devices are not chargingPossible causesUSB devices do not have the latest software drivers, port insu

Category Description17.3 inch, LED backlight, anti glare:HD+, SVA (1600 x 900 resolution, 220 nits, 60% CG, eDP, at) – with or without cameraFHD, UWV

Smart card reader Symptoms●Not recognized●Unable to writePossible causesPhysical damage, incorrect insertion, dirt, driver, malfunctioning card reader

Speaker, headphone - audio issues Symptoms●No sound from external or internal speakers●Distorted sound, too soft, too loud, intermittentPossible cause

Thunderbolt (TB) SymptomThunderbolt device not workingPossible causesBIOS, drivers, and user settings. Troubleshooting steps1. Update to the latest

NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be compatible with Windows. To determine whether your device is

Verify dock power light is on.Verify TB cable and devices are properly connected. Use a veried working TB cable to insure there is a good connecti

Hard drive/solid-state drive not recognized SymptomHard drive/solid state drive is not recognized during POSTPossible causesLoose connection, faulty h

●Hang when booting to operating system1. Verify if Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from starting the compute

Slow performance SymptomsSlow performance even when performing small read/write operationsPossible causesOperating system les, storage device is full

7. If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation (some hard drives make a clicking noise when highly fragmented).T

e. Remove old thermal compound and pads, and replace properly with new pads.2. Verify thermal solution▲ Use Thermal Monitor tool (available only to a

Category Description512 GB SATA-3, SS, TLC, FIPS-140-2512 GB SATA-3, Self-Encrypting Drive (SED), Opal 2, TLC256 GB SATA-3, Self-Encrypting Drive (SED

Fan runs constantly Symptoms●Fan never stops running●Generates heat●Decreased computer performancePossible causes●BIOS not up to date.●Thermal conditi

●Reducing Heat Inside the PC to Prevent Overheating: http://h20564.www2.hp.com/hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439.●Im

Stuck power button Symptoms●Rear power indicator light is on●Will not turn on when power button is pressed●Automatically powers onPossible causesStick

SSD–Solid-state driveTSG–Troubleshooting GuideUEFI–Unied Extensible Firmware InterfaceWLAN–Wireless local area networkWWAN–Wireless wide area network

Memory module errorThis computer has experienced a memory initialization problem resulting in a failed startup. This issue may be related to the memor

NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an “O

Test description Failure descriptions Error code Possible user actionsThe storage device may have failed. Contact support for assistance.Hard Disk Tes

Test description Failure descriptions Error code Possible user actionsFor information on troubleshooting heat-related issues, see “HP Notebook PCs - F

Common Blue Screen Error MessagesError message listThe following image shows an example of one possible Bug Check (Blue Screen) Code Reference from Mi

Use Windows Debugging ToolThe Windows Debugger (https://msdn.microsoft.com/library/windows/hardware/551063%20(v=vs.85).aspx) is one of the primary to

Category Description*primary HDD/SSD carrier only (no drive included); required selection if SATA storage is not selectedAudio and video HP Bang &

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, ty

6. Open the crash dump le.Additional information 149

7. Analyze the le. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause.L

Display Issue: Pixel AnomaliesAll HP notebook displays adhere to strict quality and reliability specications. A small percentage of display panels ma

Cable managementProper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removi

Connector typesIMPORTANT: Connector pins and connector gold ngers should not be touched directly with bare hands.There are several dierent types of

Multi-pin horizontal insert connector (LVDS cable to display panel)Insert procedure:1. Slide connector evenly into receptacle on same horizontal plane

8 Using HP PC Hardware Diagnostics (UEFI)HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic

3. Enter the product name or number.– or –Select Identify now to let HP automatically detect your product.4. Select your computer, and then select you

9 SpecicationsComputer specications Metric U.S.DimensionsWidth 42 cm 16.5 inDepth 28 cm 11 inHeight (front to back) 3.33 cm 1.31 inWeight 3.52, 3.5

Category Description(3) USB 3.0 PortsRJ-45/EthernetCombo mic-in/Stereo Headphone JackMulti-Pin AC PortDocking HP Thunderbolt Docking StationKeyboard/p

10 Power cord set requirementsThe wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 V ac, or from 2

Requirements for specic countries and regionsCountry/region Accredited agency Applicable note numberArgentina IRAM 1Australia SAA 1Austria OVE 1Belgi

Country/region Accredited agency Applicable note number3. The appliance coupler, exible cord, and wall plug must bear a “T” mark and registration num

11 Statement of memory volatilityThe purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business PCs. This c

i. Reboot the system. If the system has a Trusted Platform Module (TPM) and/or ngerprint reader, one or two prompts will appear—one to clear the TPM

Nonvolatile memory usageNonvolatile memory type Amount (Size)Does this memory store customer data?Does this memory retain data when power is removed?W

Nonvolatile memory type Amount (Size)Does this memory store customer data?Does this memory retain data when power is removed?What is the purpose of th

Questions and answers1. How can the BIOS settings be restored (returned to factory settings)?IMPORTANT: Restore defaults does not securely erase any d

IMPORTANT: Resetting will result in the loss of information.These steps will not reset Custom Secure Boot Keys. See question and answer 7 for informat

12 RecyclingWhen a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household

Category DescriptionFreeDOS 2.0Restore media:Windows 10 DRDVDWindows 10 DRUSBWindows 10 Professional 64 OSUSBWindows 10 Professional 64 OSDVDCertied:

IndexAAC adapterspare part number 22antennasremoval 75spare part number 75anti-magnetic speaker bracketspare part number 55audio, product description

HP USB-C to DisplayPort adapter, spare part numbers 22HP ZBook Thunderbolt 3 power cable A, spare part number 22Iintegrated numeric keypad, identifyin

removing personal data from volatile system memory 161RJ-45 (network) jack, identifying 9RJ-45 (network) lights, identifying9RTC batteryremoval 49spar

2 External component identicationLocating hardwareTo nd out what hardware is installed on your computer:▲Type device manager in the taskbar search b

© Copyright 2017 HP Development Company, L.P.NVIDIA and Quadro are trademarks and/or registered trademarks of NVIDIA Corporation in the U.S. and other

Component DescriptionWARNING! To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset. For additi

LeftComponent Description(1) Security cable slot Attaches an optional security cable to the computer.NOTE: The security cable is designed to act as a

DisplayComponent Description(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs). The interna

TopTouchPadComponent Description(1) Pointing stick Moves the pointer and selects or activates items on the screen.(2) Left pointing stick button

LightsComponent Description(1) Power light ●On: The computer is on.●Blinking: The computer is in the Sleep state, a power-saving state. The computer s

Buttons and ngerprint readerComponent Description(1) Power button●When the computer is o, press the button to turn on the computer.●When the compute

Special function keysComponent Description(1) esc key Displays system information when pressed in combination with the fn key.(2) fn key Executes

Using the hot keysTo use a hot key:▲Press the fn key, and then press the correct function key represented by the icons below.Press fn+function key Des

BottomComponent Description(1) Service door Provides access to the hard drive bay, the WLAN module slot, the WWAN module slot, and the memory module

FrontComponent Description(1) Wireless light On: An integrated wireless device, such as a wireless local area network (WLAN) device and/or a Bluetoot

Important Notice about Customer Self-Repair PartsCAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by

Locating system informationImportant system information is located on the bottom edge of the tablet or on the keyboard base. You may need the informat

3 Illustrated parts catalogComputer major componentsNOTE: HP continually improves and changes product parts. For complete and current information on s

Item Component Spare part number(1) Display panel (See Display assembly subcomponents on page 24) Touch screen, FHD, UWVA, with camera 921322-001

Item Component Spare part number For use only with models with NVIDIA Quadro P3000 discrete graphics memory 922842-001 For use only with models with

Item Component Spare part number(17) Fingerprint reader 850116-001(18) Smart card reader (includes cable) not spared(19) Speaker Kit (includes cable)

Component Spare part numberHP Comfort Grip Wireless Mouse 691922-001HP Ultrathin Bluetooth Mouse 811730-001Microphone board 854110-001Power cord For

Display assembly subcomponentsItem Component Spare part number(1) Bezel For use in models without a camera 848368-001 For use in models with a cam

4 Removal and replacement procedures preliminary requirementsTools requiredYou will need the following tools to complete the removal and replacement p

Cables and connectorsCAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Imp

Grounding guidelinesElectrostatic discharge damageElectronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure

iv Important Notice about Customer Self-Repair Parts

Packaging and transporting guidelinesFollow these grounding guidelines when packaging and transporting equipment:●To avoid hand contact, transport pro

Equipment guidelinesGrounding equipment must include either a wrist strap or a foot strap at a grounded workstation.●When seated, wear a wrist strap c

5 Removal and replacement procedures for Customer Self-Repair partsNOTE: The Customer Self-Repair program is not available in all locations. Installin

Service doorDescription Spare part numberService door 906121-001Before removing the service door, follow these steps:1. Turn o the computer. If you a

BatteryDescription Spare part number6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery 852711-850Battery cable 907156-001Before removing t

Remove the battery cable:▲Release the battery cable from the guides (1), disconnect the battery cable from the system board (2), and then remove the c

Base enclosureDescription Spare part numberBase enclosure 906112-001Before removing the base enclosure, follow these steps:1. Turn o the computer. If

Hard drivesNOTE: The hard drive spare kit does not include the hard drive bracket or hard drive cable. The hard drive bracket, screws, and hard drive

2. Lift the tab (2) to disconnect the drive from the connector bracket, and then remove the primary hard drive (3).3. If it is necessary to remove the

Remove the secondary hard drive (select products only):1. Disconnect the hard drive connector (1).2. Remove 2 Phillips screws (2) from the hard drive

Safety warning noticeWARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on you

2. If it is necessary to replace the secondary hard drive bracket, remove the connector from the bracket (1), remove 4 screws (2) from the hard drive,

Solid-state drives (M.2)Description Spare part numberTurbo drives (PCIe) 1 TB, Turbo Drive, G2, MLC 921337-0011 TB, Turbo Drive, TLC L09246-001512 GB

Reverse this procedure to install the solid-state drive.40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

WLAN moduleDescription Spare part numberIntel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 910264-852Intel

3. Remove the WLAN module (3) by pulling the module away from the slot at an angle.NOTE: If the WLAN antenna cables are not connected to the terminals

WWAN moduleNOTE: The WWAN module and the WLAN module are not interchangeable.Description Spare part numberHP lt4120 Qualcomm Snapdragon X5 LTE Mobile

3. Remove the WWAN module (3) by pulling the module away from the slot.NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.NOT

Memory moduleDescription Spare part numberDDR4-2400: 16 GB 865396-8528 GB 862398-8524 GB 862397-852ECC DDR4-2133: 16 GB, ECC 835886-0018 GB, ECC 835

d. Hard drive (see Hard drives on page 35).e. Solid-state drive(s) (see Solid-state drives (M.2) on page 39).f. WLAN module (see WLAN module on page 4

3. Remove the memory module (2) by pulling the module away from the slot at an angle.Reverse this procedure to install a memory module.Component repla

vi Safety warning notice

6 Removal and replacement procedures for authorized service provider partsCAUTION: Components described in this chapter should be accessed only by an

RTC batteryDescription Spare part numberRTC battery (includes cable and double-sided adhesive) 922847-001Before removing the RTC battery, follow these

Internal frameDescription Spare part numberInternal frame 906119-001Before removing the internal frame, follow these steps:1. Turn o the computer. If

SpeakersDescription Spare part numberSpeakers (includes cable) 848361-001Before removing the speakers, follow these steps:1. Turn o the computer. If

TouchPadDescription Spare part numberTouchPad module (includes cable) 924810-001Before removing the TouchPad, follow these steps:1. Turn o the comput

4. Lift the TouchPad (4) up at an angle, and then remove the TouchPad (5) from the computer.Reverse this procedure to install the TouchPad.Smart card

2. Disconnect the smart card reader cable from the system board (1), lift the cable (2), remove 2 Phillips screws (3), and then lift the smart card re

Fingerprint reader boardDescription Spare part numberFingerprint reader board 850116-001Fingerprint reader board bracket (part of the bracket kit) 848

5. Release the ngerprint reader (6) from the double-sided tape and remove it from the computer.Reverse this procedure to install the ngerprint reade

f. WWAN module (see WWAN module on page 43).g. Speakers (see Speakers on page 51).Remove the CPU (right) fan:1. Release the fan connection (1) on the

Table of contents1 Product description ...

2. Release the WWAN cable and WLAN cable (3) from the routing around the fan, and then remove the fan (4) from the computer.Reverse this procedure to

d. Hard drive (see Hard drives on page 35).e. Fans (see Fan on page 56).Remove the heat sink:Heat sink for use with models with discrete graphics memo

2. The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of t

2. The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of t

c. Base enclosure (see Base enclosure on page 34).d. Hard drive(s) (see Hard drives on page 35).e. Fans (see Fan on page 56).f. Heat sink (see Heat si

c. Base enclosure (see Base enclosure on page 34).d. Hard drive (see Hard drives on page 35).e. Internal frame (see Internal frame on page 50).f. RTC

KeyboardFor use in country or region Spare part numberFor use in country or regionSpare part numberKeyboard with backlight:For use in Belgium 848311-A

3. Insert a thin tool (2) into the keyboard release hole beside the second fan, and then press on the back of the keyboard until the keyboard disengag

8. Remove the keyboard (4).Reverse this procedure to install the keyboard.System boardNOTE: The system board spare part kit includes battery connector

1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the computer on, and then shut it down through the opera

5 Removal and replacement procedures for Customer Self-Repair parts ... 30Component replace

2. Remove the eight Phillips screws (1) securing the system board edges.3. Remove the two Phillips screws (2) securing the system board.4. Remove the

6. Lift the side of the system board (1) and slide system board (2) at angle away from the computer to remove it.Reverse this procedure to install the

Display assemblyNOTE: The Dream Color display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent

3. Separate the display from the computer (2).4. If it is necessary to replace the display bezel or any of the LED display assembly subcomponents:a. U

CAUTION: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to

NOTE: The webcam module and microphone module are similar in appearance and installed in the same location. The removal procedures are the same for bo

b. Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display enclosure.8. If it is necessary to replace the dis

9. If it is necessary to replace the WLAN antennas:a. Lift and remove the WLAN antennas (1) o the display enclosure.b. Release the antenna cables (2)

a. Disconnect the end of the display cable (1) from the connector securing it to the display enclosure.b. Disconnect display cable (2) from the small

7 Troubleshooting guideThis chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The information is provided so th

Analyze the issue ... 825.

ResourcesHP Resource Tool Description LinkHP Elite Support Provides live HP Premium support (available 24/7) to Elite computers.http://www8.hp.com/us/

Table 7-1 Troubleshooting methodology and general troubleshooting stepsIdentify issue Analyze issue Resolve issue Verify solution4. Update BIOS and d

1. Power-on: Common issues are No Power, Recycle/Reboot, etc.2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.3. Perf

Failure classication by hardware devices and mechanicalTable 7-4 Failure classication by hardware devices and mechanical4. Display 5. I/O devices 6

3. Perform a visual inspection of hardwareIt is important to do a visual inspection of the hardware itself. Perform physical inspection of the compute

6. HP Hardware Diagnostics and ToolsHP oers dierent diagnostics and tools to diagnose hardware failure. This section describes how to use some of th

2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen in

HP Support Assistant (HPSA)HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic updates, built-in di

HP BIOS Conguration Utility (BCU)HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the comp

7. Status lights, blinking light codes, troubleshooting lights, and POST error messagesCarefully observe any behavior the computer may be exhibiting: