HP ZBook 17 G4 Mobile Workstation Manual

HP ZBook 17 G4 Mobile Workstation
HP ZBook 17 G4
Maintenance and Service Guide

© Copyright 2017 HP Development Company,
L.P.
NVIDIA and Quadro are trademarks and/or
registered trademarks of NVIDIA Corporation in
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Enterprise Linux is a registered trademark of
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Corporation in the U.S. and other countries.
Windows is either a registered trademark or
trademark of Microsoft Corporation in the
United States and/or other countries.
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.
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: March 2017
Document Part Number: 917650-001

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 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 External component identication .................................................................................................................. 7
Locating hardware ................................................................................................................................................. 7
Locating software .................................................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 9
Display ................................................................................................................................................................. 10
Top ........................................................................................................................................................................ 11
TouchPad ........................................................................................................................................... 11
Lights ................................................................................................................................................. 12
Buttons and ngerprint reader ......................................................................................................... 13
Special function keys ........................................................................................................................ 14
Using the hot keys ............................................................................................................................. 15
Bottom ................................................................................................................................................................. 16
Front ..................................................................................................................................................................... 17
Locating system information .............................................................................................................................. 17
3 Illustrated parts catalog .............................................................................................................................. 19
Computer major components .............................................................................................................................. 19
Display assembly subcomponents ...................................................................................................................... 22
Miscellaneous parts ............................................................................................................................................. 23
4 Removal and replacement procedures preliminary requirements .................................................................... 24
Tools required ...................................................................................................................................................... 24
Service considerations ......................................................................................................................................... 24
Plastic parts ....................................................................................................................................... 24
Cables and connectors ...................................................................................................................... 25
Drive handling ................................................................................................................................... 25
Grounding guidelines ........................................................................................................................................... 26
Electrostatic discharge damage ........................................................................................................ 26
Packaging and transporting guidelines .......................................................................... 27
Workstation guidelines ................................................................................................... 27
Equipment guidelines ..................................................................................................... 28
vii

5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 29
Component replacement procedures .................................................................................................................. 29
Service door ....................................................................................................................................... 30
Battery ............................................................................................................................................... 31
Base enclosure .................................................................................................................................. 33
Hard drive(s) and internal frame ....................................................................................................... 33
Solid-state drives (M.2) ..................................................................................................................... 38
WLAN module .................................................................................................................................... 40
WWAN module ................................................................................................................................... 42
Memory module ................................................................................................................................ 44
6 Removal and replacement procedures for authorized service provider parts .................................................... 47
Component replacement procedures .................................................................................................................. 47
RTC battery ........................................................................................................................................ 48
Speakers ............................................................................................................................................ 49
TouchPad ........................................................................................................................................... 50
Smart card reader and frame ............................................................................................................ 51
Fingerprint reader board ................................................................................................................... 53
Fan ..................................................................................................................................................... 54
Heat sink ............................................................................................................................................ 56
Discrete graphics board .................................................................................................................... 59
Display LED board ............................................................................................................................. 60
Keyboard ........................................................................................................................................... 62
System board .................................................................................................................................... 64
Display assembly ............................................................................................................................... 68
Top cover ........................................................................................................................................... 74
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
viii

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
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 85
Status lights .................................................................................................. 85
Interpreting system validation diagnostic front panel LEDs and
audible codes ................................................................................................ 86
POST error messages ................................................................................... 87
Power Good (Troubleshooting) lights .......................................................... 89
Resolve the issue ............................................................................................................................... 90
8. Hard reset .................................................................................................................... 90
9. Soft reset (Default Settings) ....................................................................................... 91
10. Reseat cables and connections ................................................................................ 91
11. Test with minimum conguration ............................................................................ 92
Essential hardware conguration ................................................................ 92
Safe mode ..................................................................................................... 93
12. Test with veried working conguration (hardware and/or operating system) ..... 93
13. Replace the system board ........................................................................................ 93
Verify solution ................................................................................................................................... 94
Helpful Hints ........................................................................................................................................................ 94
At startup ........................................................................................................................................... 94
During operation ............................................................................................................................... 95
Consulting with HP Service ............................................................................................................... 95
Common issues and possible solutions .............................................................................................................. 96
Power-on issues ................................................................................................................................ 96
No Power ......................................................................................................................... 96
Intermittent power-on, shutdown, reboot ..................................................................... 98
AC adapter issue ........................................................................................................... 100
Battery not recognized, not charging ........................................................................... 100
Battery discharges too fast .......................................................................................... 102
Burnt smell .................................................................................................................... 103
POST ................................................................................................................................................ 103
No video (with power) ................................................................................................... 103
Blinking lights ............................................................................................................... 104
Diagnostics error messages ......................................................................................... 105
ix

BIOS password .............................................................................................................. 106
Performance (OS) ............................................................................................................................ 106
Intermittent shutdown ................................................................................................. 107
Blue screen .................................................................................................................... 108
Freeze at Windows Logo (hang/lockup) ....................................................................... 110
Electromagnetic Interference (EMI) .............................................................................. 111
No wake up .................................................................................................................... 112
Unresponsive ................................................................................................................ 113
Slow performance ......................................................................................................... 113
HP Smart Adapter warning message ........................................................................... 114
Incorrect time and date ................................................................................................ 114
Display ............................................................................................................................................. 115
Display anomalies ......................................................................................................... 115
Symptom .................................................................................................... 115
Quick check ................................................................................................. 116
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 116
Display assembly diagram ......................................................................... 117
Dead pixel ..................................................................................................................... 117
No video (internal) ........................................................................................................ 117
No video (external) ....................................................................................................... 118
DisplayPort/VGA ........................................................................................................... 118
HDMI .............................................................................................................................. 118
No or bad external video via docking ........................................................................... 119
Incorrect or missing color/distorted image .................................................................. 119
Touch screen ................................................................................................................. 120
I/O devices ....................................................................................................................................... 121
Keyboard ....................................................................................................................... 121
Keyboard point stick ..................................................................................................... 122
Keyboard backlight ....................................................................................................... 122
TouchPad ....................................................................................................................... 123
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 123
Network connectivity wireless (WLAN) ........................................................................ 124
WWAN ............................................................................................................................ 125
USB ................................................................................................................................ 126
Smart card reader ......................................................................................................... 127
Speaker, headphone - audio issues .............................................................................. 128
Thunderbolt (TB) ........................................................................................................... 129
Thunderbolt 3 dock ....................................................................................................... 130
Storage ............................................................................................................................................ 131
Hard drive/solid-state drive not recognized ................................................................ 133
No boot to operating system (no read/write error) ..................................................... 133
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