HP ZBook 15 G4 Manual de Usario
HP
Computadora portátil
ZBook 15 G4
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HP EliteBook 850 G4 Notebook PC
HP ZBook 15u G4 Mobile Workstation
Maintenance and Service Guide
© Copyright 2016 HP Development Company,
L.P.
AMD and AMD Radeon are trademarks of
Advanced Micro Devices, Inc. Bluetooth is a
trademark owned by its proprietor and used by
HP Inc. under license. Intel and Core are
trademarks of Intel Corporation in the U.S. and
other countries. Linux® is the registered
trademark of Linus Torvalds in the U.S. and
other countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: December 2016
Document Part Number: 913341-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
Your product does not support Windows 8 or
Windows 7
In accordance with Microsoft’s support policy,
HP does not support the Windows 8 or
Windows 7 operating system on this product or
provide any Windows 8 or Windows 7 drivers
on http://support.hp.com.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider only parts," can damage the computer or void your warranty.
iii
iv Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, surface. Do not at
allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or
clothing, to block Also, do not allow the AC adapter to contact the skin or a soft surface, such as airow.
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits by the International Standard for Safety of Information Technology dened
Equipment (IEC 60950-1).
v
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component .................................................................................................................. 7identication
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 8
Display .................................................................................................................................................................... 9
Top ........................................................................................................................................................................ 10
TouchPad ........................................................................................................................................... 10
Lights ................................................................................................................................................. 11
Buttons, speakers, and reader ........................................................................................ 12ngerprint
Keys ................................................................................................................................................... 13
Using the hot keys ............................................................................................................................. 14
Bottom ................................................................................................................................................................. 15
Front ..................................................................................................................................................................... 16
Labels ................................................................................................................................................................... 17
3 Illustrated parts catalog .............................................................................................................................. 18
Computer major components .............................................................................................................................. 18
Display assembly subcomponents ...................................................................................................................... 22
Plastics Kit ........................................................................................................................................................... 24
Mass storage devices ........................................................................................................................................... 25
Cable Kit ............................................................................................................................................................... 26
Miscellaneous parts ............................................................................................................................................. 27
4 Removal and replacement procedures preliminary requirements .................................................................... 29
Tools required ...................................................................................................................................................... 29
Service considerations ......................................................................................................................................... 29
Plastic parts ....................................................................................................................................... 29
Cables and connectors ...................................................................................................................... 30
Drive handling ................................................................................................................................... 30
Grounding guidelines ........................................................................................................................................... 31
Electrostatic discharge damage ........................................................................................................ 31
Packaging and transporting guidelines .......................................................................... 32
Workstation guidelines ................................................................................................... 32
Equipment guidelines ..................................................................................................... 33
vii
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 34
Component replacement procedures .................................................................................................................. 34
Bottom cover ..................................................................................................................................... 34
Battery ............................................................................................................................................... 38
Hard drive .......................................................................................................................................... 39
Solid-state drive (SSD) ...................................................................................................................... 41
Memory modules ............................................................................................................................... 43
WLAN/Bluetooth combo card ............................................................................................................ 45
WWAN module ................................................................................................................................... 47
RTC battery ........................................................................................................................................ 49
Keyboard ........................................................................................................................................... 50
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 53
Component replacement procedures .................................................................................................................. 53
Internal base plate ............................................................................................................................ 53
Heat sink/fan assembly .................................................................................................................... 55
Fingerprint reader assembly ............................................................................................................. 58
Touchpad board ................................................................................................................................. 59
NFC module ....................................................................................................................................... 61
Smart card reader board ................................................................................................................... 62
USB/audio board ................................................................................................................................ 64
System board .................................................................................................................................... 65
Speaker assembly ............................................................................................................................. 69
Display assembly ............................................................................................................................... 70
Power button board .......................................................................................................................... 77
Top cover ........................................................................................................................................... 79
7 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................. 80
8 Troubleshooting guide ................................................................................................................................. 82
Resources ............................................................................................................................................................. 83
General troubleshooting steps ............................................................................................................................ 83
Identify the issue ............................................................................................................................... 84
1. Understand the issue .................................................................................................. 84
Boot up sequence ......................................................................................... 84
Failure ..................................................................................... 84classication
2. Examine the environment .......................................................................................... 86
3. Perform a visual inspection of hardware ................................................................... 87
4. Update BIOS and drivers ............................................................................................. 87
Manually updating BIOS and drivers ............................................................ 87
viii
Remotely deploying BIOS and drivers .......................................................... 87
Analyze the issue ............................................................................................................................... 87
5. Remove or uninstall recently added hardware, software .......................................... 87
6. HP Hardware Diagnostics and Tools ........................................................................... 88
HP PC Hardware Diagnostics (UEFI) ............................................................. 88
HP Support Assistant (HPSA) ....................................................................... 90
HP BIOS Utility (BCU) ............................................................. 91Conguration
HP Image Diagnostic Tool ............................................................................. 91
HP Thermal Monitor ..................................................................................... 91
Non HP diagnostics tools ............................................................................. 91
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 92
Status lights .................................................................................................. 92
Blinking light codes ...................................................................................... 93
POST error messages ................................................................................... 93
Power Good (Troubleshooting) lights .......................................................... 94
Resolve the issue ............................................................................................................................... 95
8. Hard reset .................................................................................................................... 95
9. Soft reset (Default Settings) ....................................................................................... 96
10. Reseat cables and connections ................................................................................ 96
11. Test with minimum ............................................................................ 97conguration
Essential hardware ................................................................ 97conguration
Safe mode ..................................................................................................... 98
12. Test with working (hardware and/or operating system) ..... 98veried conguration
13. Replace the system board ........................................................................................ 98
Verify solution ................................................................................................................................... 99
Helpful Hints ........................................................................................................................................................ 99
At startup ........................................................................................................................................... 99
During operation ............................................................................................................................. 100
Consulting with HP Service ............................................................................................................. 100
Common issues and possible solutions ............................................................................................................ 101
Power-on issues .............................................................................................................................. 101
No Power ....................................................................................................................... 101
Intermittent power-on, shutdown, reboot ................................................................... 103
AC adapter issue ........................................................................................................... 104
Battery not recognized, not charging ........................................................................... 104
Battery discharges too fast .......................................................................................... 106
Burnt smell .................................................................................................................... 107
POST ................................................................................................................................................ 107
No video (with power) ................................................................................................... 107
Blinking lights ............................................................................................................... 108
ix
Diagnostics error messages ......................................................................................... 109
BIOS password .............................................................................................................. 110
Performance (OS) ............................................................................................................................ 110
Intermittent shutdown ................................................................................................. 111
Blue screen .................................................................................................................... 112
Freeze at Windows Logo (hang/lockup) ....................................................................... 114
Electromagnetic Interference (EMI) .............................................................................. 115
No wake up .................................................................................................................... 116
Unresponsive ................................................................................................................ 117
Slow performance ......................................................................................................... 117
HP Smart Adapter warning message ........................................................................... 118
Incorrect time and date ................................................................................................ 118
Display ............................................................................................................................................. 119
Display anomalies ......................................................................................................... 119
Symptom .................................................................................................... 119
Quick check ................................................................................................. 120
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 120
Display assembly diagram ......................................................................... 121
Dead pixel ..................................................................................................................... 121
No video (internal) ........................................................................................................ 121
No video (external) ....................................................................................................... 122
DisplayPort/VGA ........................................................................................................... 122
HDMI .............................................................................................................................. 122
No or bad external video via docking ........................................................................... 123
Incorrect or missing color/distorted image .................................................................. 123
Touch screen ................................................................................................................. 124
I/O devices ....................................................................................................................................... 125
Keyboard ....................................................................................................................... 125
Keyboard point stick ..................................................................................................... 126
Keyboard backlight ....................................................................................................... 126
TouchPad ....................................................................................................................... 127
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 127
Network connectivity wireless (WLAN) ........................................................................ 128
WWAN ............................................................................................................................ 129
USB ................................................................................................................................ 130
Smart card reader ......................................................................................................... 131
Speaker, headphone - audio issues .............................................................................. 132
Thunderbolt (TB) ........................................................................................................... 133
Storage ............................................................................................................................................ 134
Hard drive/solid-state drive not recognized ................................................................ 135
No boot to operating system (no read/write error) ..................................................... 135
x
Read-write error ........................................................................................................... 136
Slow performance ......................................................................................................... 136
Blue screen (BSOD) error .............................................................................................. 136
Noisy hard drive ............................................................................................................ 137
Mechanical ....................................................................................................................................... 138
Fan error message - 90B .............................................................................................. 138
Noise (sound) ................................................................................................................ 139
Fan runs constantly ...................................................................................................... 140
Thermal shutdown (hot) ............................................................................................... 141
Stuck power button ...................................................................................................... 141
Additional information ...................................................................................................................................... 142
Acronyms ......................................................................................................................................... 142
Blinking lights and boot error codes ............................................................................................... 143
Processor not executing code ...................................................................................... 143
BIOS recovery code unable to valid BIOS recovery image ..................................... 143nd
Memory module error ................................................................................................... 143
Graphics Controller Error (No Controller) ..................................................................... 144
Failure - System Board Error ........................................................................................ 144
Intel Trusted Execution Technology (TXT) Error .......................................................... 144
Sure Start unable to valid BIOS Boot Block image ................................................ 144nd
Sure Start has a problem (Manual Recovery Policy Set) .............................. 145identied
POST Error Messages and User Actions .......................................................................................... 145
Routine Maintenance for Performance Improvement .................................................................... 147
Common Blue Screen Error Messages ............................................................................................ 147
Error message list ......................................................................................................... 147
Bug check symbolic names ........................................................................................... 147
Microsoft general troubleshooting of Windows bug check codes ............................... 148
Use Windows Debugging Tool ......................................................................................................... 148
Windows Software Development Kit (SDK) .................................................................. 149
Display Issue: Pixel Anomalies ........................................................................................................ 153
Cable management ......................................................................................................................... 154
Connector types .............................................................................................................................. 155
9 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 157
Using Computer Setup ....................................................................................................................................... 157
Starting Computer Setup ................................................................................................................ 157
Navigating and selecting in Computer Setup ................................................................................. 157
Restoring factory settings in Computer Setup ............................................................................... 157
Updating the BIOS ........................................................................................................................... 158
Determining the BIOS version ...................................................................................... 158
Downloading a BIOS update ......................................................................................... 159
xi
Category Description EliteBook 850 ZBook 15u
Full (FHD), AntiGlare (AG) 72%, UWVA, 300 nits (1920 x 1080) with high-denition
and without webcam
Ultra (UHD), AntiGlare (AG) 95%, UWVA, eDP 1.3, 340 nits (3840 x high-denition
2160) with and without webcam (not available with WWAN)
Full (FHD), SVA 60%, 300 nits (1920 x 1080) with touch and webcamhigh-denition
*All display assemblies include two wireless local area network (WLAN) antenna
cables and NFC antenna
*WWAN models include two wireless wide area network (WWAN) antenna cables
* supports privacy lter
Memory Two memory module slots
Memory is customer accessible/upgradeable
DDR4-2400 dual channel support
Supports up to 32 GB of system RAM in the following congurations:
●32768 MB (16384 MB×2)
●16384 MB (16384 MB×1 or 8192 MB×2)
●8192 MB (8192 MB×1 or 4096 MB×2)
●4096 MB (4096 MB×1)
√ √
Primary
storage
Hard drives:
Supports (2.5 in) hard drives in (.28 in) thicknesses6.35 cm 7.0 mm
Serial ATA
●1 TB, 5400 rpm
●500 GB, 7200 rpm, self-encrypting (FIPS-140-2)
●500 GB, 7200 rpm, self-encrypting (Opal 2)
●500 GB, 7200 rpm
●500 GB, hybrid, 8 GB cache
√ √
M.2 solid-state drives (PCIe; 2280, NGFF):
●512 GB, PCIe, Gen3×4, SS/DS, NVMe, MLC
●512 GB, PCIe, Gen3×4, SS, NVMe, TLC, Opal 2
●512 GB, PCIe, Gen3×4, NVMe, TLC
●360 GB, PCIe, Gen3×4, NVMe, SS, TLC
●256 GB, PCIe, , Gen3×4, NVMe, TLC
√
M.2 solid-state drives (SATA-3; 2280, NGFF):
●512 GB, SATA-3, SS, TLC, FIPS-140-2
●256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC
√
M.2 solid-state drives (PCIe, 2280, NGFF):
●1 TB, PCIe, NVMe, MLC; HP Z Turbo Drive
●512 GB, PCIe, NVMe, TLC, Opal 2; HP Z Turbo Drive
●512 GB, PCIe, NVMe, MLC; HP Z Turbo Drive
√
2 Chapter 1 Product description
Category Description EliteBook 850 ZBook 15u
●256 GB, PCIe, NVMe, MLC, HP Z Turbo Drive
●256 GB, PCIe, NVMe, TLC; HP Z Turbo Drive
M.2 solid-state drives (SATA-3, 2280, NGFF):
●512 GB, SATA-3, SS, FIPS-140-2, TLC
●256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC
√
Audio and
video
Dual-array microphone
Premium stereo speakers (2)
Webcam (720p)
Supports “no camera” option
√ √
HP Bang & Olufsen Audio √ √
Ethernet Intel Ethernet Connection I219-LM 10/100/1000
Intel Ethernet Connection I219-V 10/100/1000
S3/S4/S5 Wake-on-LAN
√ √
Wireless
networking
WPAN Bluetooth:
Integrated wireless personal area network (PAN) supported by Bluetooth® 4.2
combo card
√ √
WLAN:
Integrated wireless local area network (WLAN) options by way of wireless module
Supports the following WLAN formats:
●Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor
(vPro)
●Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor
(non-vPro)
●Intel Dual band wireless-AC 3168 802.11AC 1x1 WiFi + BT 4.2 Combo Adapter
(non-vPro)
Two WLAN antennas built into display assembly
Supports “no WLAN” option
Compatible with devicesMiracast-certied
Bluetooth Disabled IOPT
Support S3/S4 wake on Wireless LAN (Intel only)
Support for WiFi in BIOS (Intel WLAN only)
Support for HP Sure Connect
√ √
NFC:
Integrated NFC NXP NPC100 I2C NCI 10 mm x 25 mm module
NFC antenna
Supports no NFC option
√ √
WWAN:
Integrated wireless wide area network (WWAN) options by way of wireless module
√ √
3
Buttons, speakers, and readerngerprint
Component Description
(1) Power button ●When the computer is press the button to turn on the o,
computer.
●When the computer is on, press the button to initiate briey
Sleep.
●When the computer is in the Sleep state, press the button
briey to exit Sleep.
●When the computer is in Hibernation, press the button
briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results
in the loss of unsaved information.
If the computer has stopped responding and shutdown
procedures are press and hold the power button for at ineective,
least 15 seconds to turn the computer.o
To learn more about your power settings, see your power
options.
▲Type in the taskbar search box, and then power options
select Power Options.
‒ or –
Right-click the Power meter Power icon, and then select
Options.
(2) Speakers (2) Produce sound.
(3) Wireless button Turns the wireless feature on or but does not establish a o
wireless connection.
12 Chapter 2 External component identication
Bottom
Component Description
(1) Docking connectors (2) Connect an optional docking device.
(2) Vents (2) Enable to cool internal components.airow
NOTE: The computer fan starts up automatically to cool
internal components and prevent overheating. It is normal
for the internal fan to cycle on and during routine o
operation.
Bottom 15
3 Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
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, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 17 for details.
18 Chapter 3 Illustrated parts catalog
Especificaciones del producto
| Marca: | HP |
| Categoría: | Computadora portátil |
| Modelo: | ZBook 15 G4 |
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