HP ZBook Studio G4 Base Model Mobile Workstation User Manual

HP ZBook Studio G4 Mobile WorkstationMaintenance and Service GuideIMPORTANT! This document is intended for HP authorized service providers only.

Incorrect time and date ... 102Display ...

AC adapter issue SolutionSymptoms●No sign of power●No boot●No rear power light●No front power light●Battery does not charge when AC adapter is connec

●No boot without AC adapter Troubleshooting stepsVisual inspections1. Inspect battery connectors for any signs of damage.2. Verify that battery is

●Reference video “Testing and Calibrating the Battery on PC Notebooks”: http://www8.hp.com/h22157/video-gallery/us/en/customer-care/2536294556001/t

Burnt smell SymptomsEmits smoke, burnt smellPossible causesDefective on-board components. Troubleshooting stepsGeneral visual inspection1. Disconne

5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 68) and perform soft reset (9. Soft reset (Defau

Diagnostics error messages Symptoms●Computer has power●POST error message displays (Windows logo has not yet appeared)Possible causesDiagnostic erro

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

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

Diagnostics and Tools on page 69) and verify that thermal sensors are within limits after thermal condition is serviced. Hardware related issue1.

1. Note the blue screen error message and what activity was performed at the time.2. Perform a hard reset (8. Hard reset on page 78) after disconnecti

Additional information ...

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

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

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

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

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Smart Adapter warning message SymptomWarning message displayed in WindowPossible causesLess powerful AC adapter, BIOS out of date.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

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

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

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

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

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

9 Backing up, restoring, and recovering ... 14

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

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

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

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

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

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

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

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

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

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

1 Product descriptionCategory DescriptionProduct Name HP ZBook Studio G4 Mobile WorkstationProcessors 7th Generation Intel® Core™ processorsIntel Core

Thunderbolt 3 dock SymptomThunderbolt dock and devices not workingPossible causesSystem BIOS, rmware, drivers, user settings, Thunderbolt dock rmw

Use a veried working dock. If the computer operates normally, there is a problem with the original dock.References Go to http://support.hp.com/, e

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

Read-write error Symptoms●Post error message (i.e., error code 301)●Hang when working on data, les, documentsPossible causesLoose connection, fault

Noisy hard driveIMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise.Depending on type and rotational speed, some hard dr

MechanicalFan error message - 90B SymptomsFan error 90B at bootCAUTION: May lead to system shutdown, data loss or possible system damage.Possible ca

See “Reducing Heat Inside the PC to Prevent Overheating” at http://h20564.www2.hp.com/hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c016

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

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

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

Category DescriptionDDR4-2400 (for use in models with Core processors):●32768-MB total system memory (16384-MB×2 or 8192-MB×4)●16384-MB total system m

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

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

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

Test description Displayed message Error code Possible user actionsBecause seating or reseating a wireless LAN adapter is unique to each computer mode

Tasks Weekly Monthly OccasionallyClean the exterior of the computer. XClose programs that are not being used. XPrevent programs from loading a

Microsoft general troubleshooting of Windows bug check codes●If you recently added hardware to the system, try removing or replacing it. Or check with

Windows Software Development Kit (SDK)1. Download the SDK from the following link:https://dev.windows.com/en-US/downloads/windows-10-sdk2. Set up the

4. Run the SDK as an administrator.5. Set the symbol path. Select File > Symbol File Path.●In the Symbol path box, type SRV*C:\Windows\symbol_cache

6. Open the crash dump le.136 Chapter 6 Troubleshooting guide

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

Category DescriptionS3/S4/S5 wake on LANWireless WLANWLAN options via minicardTwo WLAN antennas built into display assemblySupport "No WLAN/No Bl

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

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

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

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

7 Computer Setup (BIOS), TPM, and HP Sure StartUsing Computer Setup Computer Setup, or Basic Input/Output System (BIOS), controls communication betwee

To exit Computer Setup menus, choose one of the following methods:●To exit Computer Setup menus without saving your changes:Select the Exit icon in th

1. Start Computer Setup. See Starting Computer Setup on page 142.2. Select Main, and then select System Information.3. To exit Computer Setup without

NOTE: After a message on the screen reports a successful installation, you can delete the downloaded le from your hard drive.Changing the boot order

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

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

Category Description4-cell, 64-WHr, 4.21-AHr, Long Life, Li-ion batteryPower cord (localized)3-wire plug, 1.0 m (with ground pin and tag)Security Supp

9 Backing up, restoring, and recoveringThis chapter provides information about the following processes. The information in the chapter is standard pro

You can use Windows tools to create system restore points and create backups of personal information, see Using Windows tools on page 149.●If your com

Restore and recoveryThere are several options for recovering your system. Choose the method that best matches your situation and level of expertise:IM

website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions.IMPORTANT: HP Recovery Manager does not

Changing the computer boot orderIf your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is the order o

Removing the HP Recovery partition (select products only)HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard d

10 SpecicationsComputer specications Metric U.S.DimensionsWidth 375 mm 14.76 inDepth 255 mm 10.04 inHeight (front to rear, LED display assembly) 18

M.2 PCIe solid-state drive specications 256-GB* 512-GB* 1-TB*DimensionsHeight 1 mm 1 mm 1 mmLength 50.8 mm 50.8 mm 50.8 mmWidth 28.9 mm 28.9 mm 28.9

M.2 solid-state drive specications 256-GB* 512-GB*DimensionsHeight 1 mm 1 mmLength 50.8 mm 50.8 mmWidth 28.9 mm 28.9 mmWeight < 10 g < 10 gInt

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

2 ComponentsNOTE: The term “hard drive”, “hard disk”, and/or “solid-state drive (SSD)” is used to generically refer the computer’s primary mass storag

g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utili

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

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

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

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

12 Power cord set requirementsThe wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or fr

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

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

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

IndexSymbols/Numerics2nd SSD bracketillustrated 21AAC adapter, spare part numbers 22AC power light 6action keysusing 12action keys, identifying 11ante

Component DescriptionConnect a display device that has a USB Type-C connector, providing display output.NOTE: Your computer may also support a Thunder

Ggraphics, product description 1grounding guidelines 25guidelinesequipment 28grounding 25packaging 27transporting 27workstation 27Hhard driveprecautio

product descriptionaudio 2chipset 1display panel 1docking 3Ethernet 2external media cards 3graphics 1keyboard 3memory module 1microphone 2operating sy

WLAN device 15WLAN label 15WLAN moduleremoval 33spare part numbers 19, 33workstation guidelines 27170 Index

DisplayComponent Description(1) WLAN antennas* (2) (internal; select products only) Send and receive wireless signals to communicate with wireless loc

© Copyright 2017 HP Development Company, L.P.AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and u

Keyboard areaTouchPadComponent Description(1) TouchPad on/o button and light Turns the TouchPad on and o.●Amber: The TouchPad is o.●O: The Touch

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

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

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

Action keysAn action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page

BottomComponent DescriptionVents (2) Enable airow to cool internal components.NOTE: The computer fan starts up automatically to cool internal compone

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

Labels The labels axed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the comp

3 Illustrated parts catalogComputer major components16 Chapter 3 Illustrated parts catalog

Item Component Spare part number(1) Display assembly: The Dream Color display assembly and touch screen is spared as a whole unit assembly only. The n

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

Item Component Spare part number For use in Taiwan 841681-AB1 For use in Thailand 841681-281 For use in Turkey 841681-141 For use in the United Ki

Item Component Spare part number ●256-GB, MLC 921026-001 SATA-3 drives: ●512-GB, FIPS, TLC 921028-001 ●256-GB, SATA-3, self-encrypting drive (SED),

Display assembly subcomponentsItem Component Spare part number(1) Display bezel For use only on computer models equipped with a camera 922943-001 Fo

Item Component Spare part number(7) Thermal board 840956-001(8) Display panel bracket (only spared with UHD displays; included in Bracket Kit, spare p

Plastics KitItem Component Spare part number Plastics Kit 840964-001(1) Fingerprint reader insert(2) Card reader insertMiscellaneous partsComponent S

Component Spare part numberFor use in Japan 349756-005For use in North America 213349-013For use in the People's Republic of China 286497-011For

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

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

CAUTION: To prevent damage to the computer when you are removing or installing internal components, observe these precautions:Keep components in their

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

iv Important Notice about Customer Self-Repair Parts

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

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

2. Lift the rear vent panel o the computer (2).3. Loosen the 7 captive Torx screws (1) that secure the bottom cover to the computer.4. Lift the botto

Solid-state drive (M.2)Description Spare part numberZ Turbo drives, PCIe 1-TB, MLC 921029-001512-GB, MLC 921032-001512-GB, self-encrypting drive (SED

4. Remove the bottom cover (see Bottom cover on page 29).5. Disconnect the battery cable from the system board (see Battery on page 41).Remove the sol

WLAN moduleDescription Spare part numberIntel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852Intel Dual band

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

Memory moduleDescription Spare part numberFor use with Core processors: 16 GB 865396-8528 GB 865398-8524 GB 865397-852For use with Xeon processors:

2. Remove the memory module (2) by pulling the module away from the slot at an angle.Reverse this procedure to install a memory module.36 Chapter 5

RTC batteryDescription Spare part numberRTC battery (includes cable and double-sided adhesive) 922948-001Before removing the RTC battery, follow these

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

Thermal moduleNOTE: The thermal module spare part kit includes replacement thermal material.Description Spare part numberThermal module for use only w

4. Remove the fan/heat sink assembly (6).CAUTION: When lifting the heat sink out of the computer, be careful not to bend the arm that connects the fan

Discrete graphics models:●Various thermal pads are used on the system board components and the heat sink sections and that service them. See the follo

BatteryDescription Spare part number4-cell, 64-WHr, 4.21-AHr, Li-ion battery 808450-0028-cell, 92-WHr, 2.987-AHr, Li-ion battery 907584-852Before remo

Fingerprint reader boardDescription Spare part numberFingerprint reader board (includes bracket) 840952-001Before removing the ngerprint reader board

LED boardDescription Spare part numberLED board 922947-001Before removing the LED board, follow these steps:1. Turn o the computer. If you are unsure

TouchPadDescription Spare part numberTouchPad 840962-001Before removing the TouchPad, follow these steps:1. Turn o the computer. If you are unsure wh

Display cableDescription Spare part numberDisplay cable 840938-001eDP bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Brac

System boardNOTE: The system board spare part kit includes battery connector bracket and replacement thermal material.All system boards use the follow

(3) TouchPad cable(4) LED board cable(5) RTC battery cable(6) Left speaker cable2. Remove the seven Phillips PM2.5×4.0 screws (1).3. Remove the two Ph

vi Safety warning notice

5. Lift in the middle of the board until the connectors disengage from the left side of the computer (1).6. Disconnect the keyboard ribbon cable (2) a

I/O support bracketDescription Spare part numberI/O support bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit)Be

SpeakersDescription Spare part numberSpeakers (includes cable) 840958-001Before removing the speakers, follow these steps:1. Turn o the computer. If

Reverse this procedure to install the speakers.NOTE: When installing the speakers, make sure the rubber grommets around the screws are correctly insta

4. Remove the keyboard (2).Reverse this procedure to install the keyboard.52 Chapter 5 Removal and replacement procedures for authorized service pro

Display assemblyNOTE: The Dream Color display assembly and touch screen is spared as a whole unit assembly only. The non-touch display assembly is spa

2. Remove the three Phillips PM2.5×4.0 screws (1) that secure each hinge to the computer.3. Open the computer as far as possible (2).4. Separate the d

b. Remove the display bezel (4).The display bezel is available using the following spare part numbers:922943-001: Models with a camera922944-001: Mode

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

b. Lift the tape from atop the connector on the module (2), and then disconnect the module cable (3) from the module.c. Remove the module.The camera m

Table of contents1 Product description ...

b. Using a at tool, pry the board loose (2), and then remove the board (3) from the display enclosure. (The thermal board is attached to the display

c. Remove the display hinges (4).The display hinges are available using spare part number 840937-001 and include the left and right hinges.10. (UHD mo

11. If it is necessary to replace the wireless antennas:a. Remove the cables from the routing path on the bottom-right corner of the display (1).b. Re

b. Remove the display cable from the display enclosure (2).The antennas are available using spare part number 840938-001.Reverse this procedure to rea

Top coverDescription Spare part numberTop cover 840636-001The top cover spare remains after removing all other spare parts.62 Chapter 5 Removal and

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

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

Table 6-1 Troubleshooting methodology and general troubleshooting stepsIdentify issue Analyze issue Resolve issue Verify solution12. Test with verie

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

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

Bottom cover ... 29

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

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

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

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

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

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

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

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

Table 6-5 System diagnostics failure codes and user actionsTest description Failure descriptionError code Suggested user actionsWireless Module not s

Table 6-5 System diagnostics failure codes and user actions (continued)Test description Failure descriptionError code Suggested user actionsChassis F

Status lights ... 73Interpreting system validation diag

These lights should be visible after removing the service door or bottom cover. Consult with support for platform-specic locations of the lights.●

Performing a hard reset might x the following common conditions:●Windows stops responding.●Computer stops before Windows loads, indicated by incomple

9. Soft reset (Default Settings)NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS settings before ta

●Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a docking station, remove external video, etc.●In a

●HP PCs – Windows 7 Safe Mode: http://support.hp.com/us-en/document/c01835750●HP PCs – Windows Safe Mode (Windows 10, 8): http://support.hp.com/us-en/

Verify solution●Verify that the implemented solution works. Reboot the system or device and try to complete the task that produced the issue.●If a par

a. Press the power button or any key on the keyboard.b. If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down t

Common issues and possible solutionsThis section contains common issues, symptoms, and a series of tables that describe possible solutions to issues f

3. Check battery status light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 73). Be sure that ba

See “Overview of How to Troubleshoot Problems When a Computer Does Not Start Up or Boot Properly” at http://h20566.www2.hp.com/hpsc/doc/public/disp