HP ZBook 15v G5 Manual

HP ZBook 15v G5 Mobile Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.

© Copyright 2019 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are U.S.
registered 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.
Second Edition: February 2019
First Edition: May 2018
Document Part Number: L15549-002
Product notice
This 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. See
http://www.microsoft.com for details.
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 refund subject to the
refund policy of your place of purchase.
For any further information or to request a full
refund of the computer, please contact your
local point of sale (the seller).

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, at surface. Do not
allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or
clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
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iv Safety warning notice

Table of contents
1 Product description ....................................................................................................................................... 1
2 Getting to know your computer ...................................................................................................................... 7
Right side ............................................................................................................................................................... 7
Left side ................................................................................................................................................................. 8
Display .................................................................................................................................................................... 9
Keyboard area ...................................................................................................................................................... 10
TouchPad ........................................................................................................................................... 10
Lights ................................................................................................................................................. 11
Button and speakers ......................................................................................................................... 12
Special keys ....................................................................................................................................... 13
Action keys ........................................................................................................................................ 14
Bottom ................................................................................................................................................................. 15
Labels ................................................................................................................................................................... 16
3 Illustrated parts catalog .............................................................................................................................. 17
Computer major components .............................................................................................................................. 17
Display assembly subcomponents ...................................................................................................................... 21
Mass storage devices ........................................................................................................................................... 23
Miscellaneous parts ............................................................................................................................................. 24
4 Removal and replacement procedures preliminary requirements .................................................................... 27
Tools required ...................................................................................................................................................... 27
Service considerations ......................................................................................................................................... 27
Plastic parts ....................................................................................................................................... 27
Cables and connectors ...................................................................................................................... 27
Drive handling ................................................................................................................................... 28
Electrostatic discharge damage .......................................................................................................................... 28
Packaging and transporting guidelines .............................................................................................................. 29
Workstation guidelines ........................................................................................................................................ 29
Equipment guidelines .......................................................................................................................................... 30
5 Removal and replacement procedures for Authorized Service Provider parts ................................................... 31
Component replacement procedures .................................................................................................................. 31
Display subcomponents (bezel, panel, camera) ............................................................................... 31
Bottom cover ..................................................................................................................................... 38
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Battery ............................................................................................................................................... 40
WLAN module .................................................................................................................................... 42
Memory module ................................................................................................................................ 44
Solid-state drive (SSD) ...................................................................................................................... 46
Hard drive .......................................................................................................................................... 48
Card reader board .............................................................................................................................. 50
Fans ................................................................................................................................................... 51
Heat sink ............................................................................................................................................ 53
TouchPad board ................................................................................................................................. 55
USB board and security bracket ........................................................................................................ 57
Audio board ....................................................................................................................................... 59
Fingerprint reader module ................................................................................................................ 60
Power button board .......................................................................................................................... 61
System board .................................................................................................................................... 63
Speakers ............................................................................................................................................ 66
Display assembly ............................................................................................................................... 67
Top cover/keyboard ........................................................................................................................... 71
6 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................. 73
7 Troubleshooting guide ................................................................................................................................. 75
Resources ............................................................................................................................................................. 76
General troubleshooting steps ............................................................................................................................ 76
Identify the issue ............................................................................................................................... 77
1. Understand the issue .................................................................................................. 77
Boot up sequence ......................................................................................... 77
Failure classication ..................................................................................... 77
2. Examine the environment .......................................................................................... 79
3. Perform a visual inspection of hardware ................................................................... 80
4. Update BIOS and drivers ............................................................................................. 80
Manually updating BIOS and drivers ............................................................ 80
Remotely deploying BIOS and drivers .......................................................... 80
Analyze the issue ............................................................................................................................... 80
5. Remove or uninstall recently added hardware, software .......................................... 80
6. HP Hardware Diagnostics and Tools ........................................................................... 81
HP PC Hardware Diagnostics (UEFI) ............................................................. 81
HP Support Assistant (HPSA) ....................................................................... 83
HP BIOS Conguration Utility (BCU) ............................................................. 84
HP Image Diagnostic Tool ............................................................................. 84
HP Thermal Monitor ..................................................................................... 84
Non HP diagnostics tools ............................................................................. 84
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7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 85
Status lights .................................................................................................. 85
Blinking light codes ...................................................................................... 86
POST error messages ................................................................................... 86
Resolve the issue ............................................................................................................................... 87
8. Hard reset .................................................................................................................... 87
9. Soft reset (Default Settings) ....................................................................................... 88
10. Reseat cables and connections ................................................................................ 88
11. Test with minimum conguration ............................................................................ 89
Essential hardware conguration ................................................................ 89
Safe mode ..................................................................................................... 90
12. Test with veried working conguration (hardware and/or operating system) ..... 90
13. Replace the system board ........................................................................................ 90
Verify solution ................................................................................................................................... 91
Helpful Hints ........................................................................................................................................................ 91
At startup ........................................................................................................................................... 91
During operation ............................................................................................................................... 92
Consulting with HP Service ............................................................................................................... 93
Common issues and possible solutions .............................................................................................................. 93
Power-on issues ................................................................................................................................ 93
No Power ......................................................................................................................... 93
Intermittent power-on, shutdown, reboot ..................................................................... 95
AC adapter issues ............................................................................................................ 96
Battery not recognized, not charging ............................................................................. 97
Battery discharges too fast ............................................................................................ 98
Burnt smell ...................................................................................................................... 99
POST .................................................................................................................................................. 99
No video (with power) ..................................................................................................... 99
Blinking lights ............................................................................................................... 100
Diagnostics error messages ......................................................................................... 101
BIOS password .............................................................................................................. 102
Performance (OS) ............................................................................................................................ 102
Intermittent shutdown ................................................................................................. 103
Blue screen .................................................................................................................... 104
Freeze at Windows Logo (hang/lockup) ....................................................................... 106
Electromagnetic Interference (EMI) .............................................................................. 107
No wake up .................................................................................................................... 108
Unresponsive ................................................................................................................ 109
Slow performance ......................................................................................................... 109
HP Smart Adapter warning message ........................................................................... 110
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Display ............................................................................................................................................. 110
Display anomalies ......................................................................................................... 110
Symptom .................................................................................................... 111
Quick check ................................................................................................. 111
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 112
Display assembly diagram ......................................................................... 113
Dead pixel ..................................................................................................................... 113
No video (internal) ........................................................................................................ 113
No video (external) ....................................................................................................... 114
DisplayPort/VGA ........................................................................................................... 114
HDMI .............................................................................................................................. 114
No or bad external video via docking ........................................................................... 115
Incorrect or missing color/distorted image .................................................................. 115
Touch screen ................................................................................................................. 116
I/O devices ....................................................................................................................................... 117
Keyboard ....................................................................................................................... 117
Keyboard pointing stick ................................................................................................ 118
Keyboard backlight ....................................................................................................... 118
TouchPad ....................................................................................................................... 119
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 119
Network connectivity wireless (WLAN) ........................................................................ 120
USB ................................................................................................................................ 121
Smart card reader ......................................................................................................... 122
Speaker and headphone audio issues .......................................................................... 123
Thunderbolt (TB) ........................................................................................................... 124
Storage ............................................................................................................................................ 125
Hard drive/solid-state drive not recognized ................................................................ 126
No boot to operating system (no read/write error) ..................................................... 126
Read-write error ........................................................................................................... 127
Slow performance ......................................................................................................... 127
Blue screen (BSOD) error .............................................................................................. 127
Noisy hard drive ............................................................................................................ 128
Mechanical ....................................................................................................................................... 129
Fan error message - 90B .............................................................................................. 129
Noise (sound) ................................................................................................................ 130
Fan runs constantly ...................................................................................................... 131
Thermal shutdown (hot) ............................................................................................... 132
Stuck power button ...................................................................................................... 132
Additional information ...................................................................................................................................... 133
Acronyms ......................................................................................................................................... 133
Blinking lights and boot error codes ............................................................................................... 134
viii

Processor not executing code ...................................................................................... 134
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 134
Memory module error ................................................................................................... 134
Graphics Controller Error (No Controller) ..................................................................... 135
Failure - System Board Error ........................................................................................ 135
Intel Trusted Execution Technology (TXT) Error .......................................................... 135
Sure Start unable to nd valid BIOS Boot Block image ................................................ 135
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 136
POST Error Messages and User Actions .......................................................................................... 136
Routine Maintenance for Performance Improvement .................................................................... 138
Common Blue Screen Error Messages ............................................................................................ 138
Error message list ......................................................................................................... 138
Bug check symbolic names ........................................................................................... 138
Microsoft general troubleshooting of Windows bug check codes ............................... 139
Use Windows Debugging Tool ......................................................................................................... 139
Windows Software Development Kit (SDK) .................................................................. 140
Display Issue: Pixel Anomalies ........................................................................................................ 144
Cable management ......................................................................................................................... 145
Connector types .............................................................................................................................. 146
8 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 149
Using Computer Setup ....................................................................................................................................... 149
Starting Computer Setup ................................................................................................................ 149
Navigating and selecting in Computer Setup ................................................................................. 149
Restoring factory settings in Computer Setup ............................................................................... 149
Updating the BIOS ........................................................................................................................... 150
Determining the BIOS version ...................................................................................... 150
Downloading a BIOS update ......................................................................................... 150
Changing the boot order using the f9 prompt ................................................................................ 151
TPM BIOS settings (select products only) ......................................................................................................... 151
Using HP Sure Start (select products only) ....................................................................................................... 152
9 Backing up, restoring, and recovering ......................................................................................................... 153
Backing up information and creating recovery media ...................................................................................... 153
Using Windows tools ....................................................................................................................... 153
Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 153
Restoring and recovery ..................................................................................................................................... 154
Restoring, resetting, and refreshing using Windows tools ............................................................ 154
Recovering using HP Recovery media ............................................................................................. 154
Changing the computer boot order ................................................................................................ 154
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10 Using HP PC Hardware Diagnostics ............................................................................................................ 155
Using HP PC Hardware Diagnostics Windows (select products only) ............................................................... 155
Downloading HP PC Hardware Diagnostics Windows ..................................................................... 155
Downloading the latest HP PC Hardware Diagnostics Windows version ..................... 156
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ................................................................................................... 156
Installing HP PC Hardware Diagnostics Windows ........................................................................... 156
Using HP PC Hardware Diagnostics UEFI ........................................................................................................... 156
Starting HP PC Hardware Diagnostics UEFI .................................................................................... 157
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive ............................................ 157
Downloading the latest HP PC Hardware Diagnostics UEFI version ............................ 157
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ................................................................................................... 157
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ........................................... 158
Downloading Remote HP PC Hardware Diagnostics UEFI ............................................................... 158
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ............... 158
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
number .......................................................................................................................... 158
Customizing Remote HP PC Hardware Diagnostics UEFI settings .................................................. 158
11 Specications .......................................................................................................................................... 161
Computer specications .................................................................................................................................... 161
39.6-cm (15.6-in) display specications .......................................................................................................... 162
Hard drive specications ................................................................................................................................... 163
12 Power cord set requirements .................................................................................................................... 165
Requirements for all countries .......................................................................................................................... 165
Requirements for specic countries and regions ............................................................................................. 166
13 Statement of memory volatility ................................................................................................................ 169
Nonvolatile memory usage ............................................................................................................................... 171
Questions and answers ..................................................................................................................................... 173
Using HP Sure Start (select models only) .......................................................................................................... 174
14 Recycling ................................................................................................................................................ 175
Index ........................................................................................................................................................... 177
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