HP ZBook 17 G5 Manual

HP ZBook 17 G5 Mobile Workstation
Maintenance and Service Guide

© Copyright 2018 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 Core, Intel, Intel
Xeon, Intel vPro, and Thunderbolt are
trademarks of Intel Corporation in the U.S. and
other countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies. NVIDIA is a trademark and/or
registered trademark of NVIDIA Corporation in
the U.S. and other countries.
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: May 2018
Document Part Number: L21785-001
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.
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, 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).
v

vi Safety warning notice

Table of contents
1 Product description ....................................................................................................................................... 1
2 Components .................................................................................................................................................. 9
Locating hardware ................................................................................................................................................. 9
Locating software .................................................................................................................................................. 9
Right ..................................................................................................................................................................... 10
Left ....................................................................................................................................................................... 12
Display ................................................................................................................................................................. 13
Keyboard area ...................................................................................................................................................... 14
TouchPad ........................................................................................................................................... 14
Lights ................................................................................................................................................. 16
Buttons, speakers, and ngerprint reader ........................................................................................ 18
Special keys ....................................................................................................................................... 19
Action keys ........................................................................................................................................ 20
Hot keys (select products only) ......................................................................................................... 22
Bottom ................................................................................................................................................................. 23
Cover .................................................................................................................................................................... 24
Rear ...................................................................................................................................................................... 25
Labels ................................................................................................................................................................... 26
3 Illustrated parts catalog .............................................................................................................................. 28
Computer major components .............................................................................................................................. 28
Display assembly subcomponents ...................................................................................................................... 33
Miscellaneous parts ............................................................................................................................................. 35
4 Removal and replacement procedures preliminary requirements .................................................................... 36
Tools required ...................................................................................................................................................... 36
Service considerations ......................................................................................................................................... 36
Plastic parts ....................................................................................................................................... 36
Cables and connectors ...................................................................................................................... 37
Drive handling ................................................................................................................................... 37
Grounding guidelines ........................................................................................................................................... 38
Electrostatic discharge damage ........................................................................................................ 38
Packaging and transporting guidelines .......................................................................... 39
Workstation guidelines ................................................................................................... 39
Equipment guidelines ..................................................................................................... 40
vii

5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 41
Component replacement procedures .................................................................................................................. 41
Service door ....................................................................................................................................... 41
Battery ............................................................................................................................................... 43
Hard drive (HDD) ................................................................................................................................ 44
Solid-state drive (SSD) ...................................................................................................................... 46
ODD .................................................................................................................................................... 48
Memory modules ............................................................................................................................... 51
SIM card ............................................................................................................................................. 53
WWAN module ................................................................................................................................... 54
Keyboard ........................................................................................................................................... 56
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 60
Component replacement procedures .................................................................................................................. 60
Middle cover ...................................................................................................................................... 61
Fingerprint reader assembly ............................................................................................................. 63
Smart card board ............................................................................................................................... 65
NFC module ....................................................................................................................................... 67
TouchPad click board ......................................................................................................................... 68
Fans ................................................................................................................................................... 70
System board .................................................................................................................................... 72
Heat sink ............................................................................................................................................ 74
Discrete MXM daughter card ............................................................................................................. 77
Speaker .............................................................................................................................................. 79
Power button board .......................................................................................................................... 81
RTC battery ........................................................................................................................................ 83
Solid-state drive (SSD) ...................................................................................................................... 84
Memory modules ............................................................................................................................... 86
Display assembly ............................................................................................................................... 89
Display assembly components ......................................................................................................... 91
Top cover ........................................................................................................................................... 99
7 Troubleshooting guide ............................................................................................................................... 100
Resources ........................................................................................................................................................... 101
General troubleshooting steps .......................................................................................................................... 101
Identify the issue ............................................................................................................................. 102
1. Understand the issue ................................................................................................ 102
Boot up sequence ....................................................................................... 102
Failure classication ................................................................................... 102
2. Examine the environment ........................................................................................ 104
viii

3. Perform a visual inspection of hardware ................................................................. 105
4. Update BIOS and drivers ........................................................................................... 105
Manually updating BIOS and drivers .......................................................... 105
Remotely deploying BIOS and drivers ........................................................ 105
Analyze the issue ............................................................................................................................ 105
5. Remove or uninstall recently added hardware, software ........................................ 105
6. HP Hardware Diagnostics and Tools ......................................................................... 106
HP PC Hardware Diagnostics (UEFI) ........................................................... 106
HP Support Assistant (HPSA) ..................................................................... 108
HP BIOS Conguration Utility (BCU) ........................................................... 109
HP Image Diagnostic Tool ........................................................................... 109
HP Thermal Monitor ................................................................................... 109
Non HP diagnostics tools ........................................................................... 109
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ...................................................................................................................... 110
Status lights ............................................................................................... 110
Blinking light codes .................................................................................... 111
POST error messages ................................................................................. 111
Power Good (Troubleshooting) lights ........................................................ 112
Resolve the issue ............................................................................................................................. 113
8. Hard reset ................................................................................................................. 113
9. Soft reset (Default Settings) ..................................................................................... 115
10. Reseat cables and connections .............................................................................. 115
11. Test with minimum conguration .......................................................................... 116
Essential hardware conguration .............................................................. 116
Safe mode ................................................................................................... 116
12. Test with veried working conguration (hardware and/or operating system) ... 117
13. Replace the system board ...................................................................................... 117
Verify solution ................................................................................................................................. 118
Helpful Hints ...................................................................................................................................................... 118
At startup ........................................................................................................................................ 118
During operation ............................................................................................................................. 119
Consulting with HP Service ............................................................................................................. 119
Common issues and possible solutions ............................................................................................................ 120
Power-on issues .............................................................................................................................. 120
No Power ....................................................................................................................... 120
Intermittent power-on, shutdown, reboot ................................................................... 122
AC adapter issue ........................................................................................................... 123
Battery not recognized, not charging ........................................................................... 123
Battery discharges too fast .......................................................................................... 125
Burnt smell .................................................................................................................... 125
ix

POST ................................................................................................................................................ 126
No video (with power) ................................................................................................... 126
Blinking lights ............................................................................................................... 127
Diagnostics error messages ......................................................................................... 127
BIOS password .............................................................................................................. 129
Performance (OS) ............................................................................................................................ 129
Intermittent shutdown ................................................................................................. 130
Blue screen .................................................................................................................... 131
Freeze at Windows Logo (hang/lockup) ....................................................................... 133
Electromagnetic Interference (EMI) .............................................................................. 134
No wake up .................................................................................................................... 135
Unresponsive ................................................................................................................ 136
Slow performance ......................................................................................................... 136
HP Smart Adapter warning message ........................................................................... 137
Incorrect time and date ................................................................................................ 137
Display ............................................................................................................................................. 138
Display anomalies ......................................................................................................... 138
Symptom .................................................................................................... 138
Quick check ................................................................................................. 139
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 139
Display assembly diagram ......................................................................... 140
Dead pixel ..................................................................................................................... 140
No video (internal) ........................................................................................................ 140
No video (external) ....................................................................................................... 141
DisplayPort/VGA ........................................................................................................... 141
HDMI .............................................................................................................................. 141
No or bad external video via docking ........................................................................... 142
Incorrect or missing color/distorted image .................................................................. 142
Touch screen ................................................................................................................. 143
I/O devices ....................................................................................................................................... 144
Keyboard ....................................................................................................................... 144
Keyboard point stick ..................................................................................................... 145
Keyboard backlight ....................................................................................................... 145
TouchPad ....................................................................................................................... 146
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 146
Network connectivity wireless (WLAN) ........................................................................ 147
WWAN ............................................................................................................................ 148
USB ................................................................................................................................ 149
Smart card reader ......................................................................................................... 150
Speaker, headphone - audio issues .............................................................................. 151
Thunderbolt (TB) ........................................................................................................... 152
x