HP ZBook Studio G4 Base Model Mobile Workstation User Manual Page 109
- Page / 182
- Table of contents
- TROUBLESHOOTING
- BOOKMARKS
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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 disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 80) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 69) to isolate major faulty
hardware issues.
●
HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
●
Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in
6. HP Hardware Diagnostics
and Tools on page 69.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 68). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 80). Pay attention to proper
installation of memory and hard drive.
7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8. If you can start Windows:
a. Update BIOS and drivers (4. Update BIOS and drivers on page 68) to support updates for
incompatibilities.
b. Get all the latest updates, using Windows Update.
c. Undo recent changes:
–
Startup using Last Known Good Conguration.
–
Use System Restore.
–
Roll back device driver in Device Manager.
d. Check for specic Error Message. See Common Blue Screen Error Messages on page 132.
e. Boot to safe mode (11. Test with minimum conguration on page 80) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum conguration on page 80)
b. Use Startup Repair to x Windows startup les.
c. Undo recent changes using System Restore to revert to a previous “working” state.
d. Check for specic STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 133.
e. Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware conguration (11. Test with minimum conguration on page 80)
along with a veried working operating system (i.e., USB Windows-To-Go), if available, to isolate the
software issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:
Common issues and possible solutions 97
- Maintenance and Service Guide 1
- Safety warning notice 5
- Table of contents 7
- 1 Product description 13
- 2 Components 17
- 6 Chapter 2 Components 18
- Display 7 19
- Keyboard area 20
- Keyboard area 9 21
- 10 Chapter 2 Components 22
- Special keys 23
- Action keys 24
- Bottom 13 25
- 14 Chapter 2 Components 26
- Component 27
- (2) Product number 27
- (3) Serial number 27
- (4) Warranty period 27
- 3 Illustrated parts catalog 28
- Computer major components 17 29
- Computer major components 19 31
- Bracket Kit 33
- Plastics Kit 34
- Miscellaneous parts 34
- Miscellaneous parts 23 35
- Tools required 36
- Service considerations 36
- Grounding guidelines 37
- Bottom cover 41
- Solid-state drive (M.2) 43
- WLAN module 45
- Memory module 47
- RTC battery 49
- Thermal module 50
- Description Spare part number 53
- Fingerprint reader board 54
- LED board 55
- Display cable 57
- System board 58
- I/O support bracket 61
- Speakers 62
- Keyboard 63
- 4. Remove the keyboard (2) 64
- Display assembly 65
- Top cover 74
- 6 Troubleshooting guide 75
- Resources 76
- General troubleshooting steps 76
- Identify the issue 77
- 2. Examine the environment 79
- Analyze the issue 80
- Resolve the issue 90
- 13. Replace the system board 94
- Helpful Hints 95
- Consulting with HP Service 96
- Power-on issues 97
- AC adapter issue 100
- Battery discharges too fast 102
- Burnt smell 103
- No video (with power) 103
- Blinking lights 104
- Diagnostics error messages 105
- Performance (OS) 106
- Intermittent shutdown 107
- Blue screen 108
- No wake up 112
- Unresponsive 113
- Slow performance 113
- Incorrect time and date 114
- Display anomalies 115
- Dead pixel 117
- No video (internal) 117
- No video (external) 118
- DisplayPort/VGA 118
- Touch screen 120
- I/O devices 121
- Keyboard point stick 122
- Keyboard backlight 122
- TouchPad 123
- Smart card reader 127
- Thunderbolt (TB) 129
- Thunderbolt 3 dock 130
- Read-write error 133
- Blue screen (BSOD) error 133
- Noisy hard drive 134
- Mechanical 135
- Noise (sound) 136
- Fan runs constantly 137
- Thermal shutdown (hot) 138
- Additional information 139
- Processor not executing code 140
- Memory module error 141
- Failure - System Board Error 141
- Additional information 131 143
- Error message list 144
- Bug check symbolic names 144
- Use Windows Debugging Tool 145
- 6. Open the crash dump le 148
- Lookup for Bug Check 0xC2 149
- Additional information 137 149
- Cable management 151
- Connector types 152
- Using Computer Setup 154
- Updating the BIOS 155
- Downloading a BIOS update 156
- Using Windows tools 161
- Restore and recovery 162
- 10 Specications 166
- Nonvolatile memory usage 171
- Questions and answers 173
- 13 Recycling 178
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