HP ZBook 15 Mobile manual Troubleshooting and support

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A Troubleshooting and support

Troubleshooting

The following sections describe several common issues and solutions.

The computer is unable to start up

If the computer does not turn on when you press the power button, the following suggestions may help you determine why the computer does not start up:

●If the computer is plugged into an AC outlet, plug another electrical device into the outlet to be sure that the outlet is providing adequate power.

NOTE: Use only the AC adapter provided with the computer or one approved by HP for this computer.

●If the computer is plugged into an external power source other than an AC outlet, plug the computer into an AC outlet using the AC adapter. Be sure that the power cord and AC adapter connections are secure.

The computer screen is blank

If the screen is blank but you have not turned off the computer, one or more of these settings may be the cause:

●The computer may be in the Suspend state or in Hibernation. To exit Suspend or Hibernation, briefly press the power button. Suspend and Hibernation are energy-saving features that turn off the display. Suspend and Hibernation can be initiated by the system while the computer is on but is not in use, or when the computer has reached a low battery level. To change these and other power settings, right-click the Battery icon in the notification area, at the far right of the taskbar, and then click Preferences.

●The computer may not be set to display the image on the computer screen. To transfer the image to the computer screen, press fn+f4. On most models, when an optional external display, such as a monitor, is connected to the computer, the image can be displayed on the computer screen or the external display, or on both devices simultaneously. When you press fn+f4 repeatedly, the image alternates among the computer display, one or more external displays, and simultaneous display on all devices.

Software is functioning abnormally

If the software is unresponsive or responds abnormally, restart the computer by selecting Computer

>Shutdown > Restart. If you cannot restart the computer using this procedure, see the next section, The computer is on but is not responding on page 69.

The computer is on but is not responding

If the computer is turned on but is not responding to software or keyboard commands, try the following emergency shutdown procedures, in the sequence provided, until shutdown occurs:

Troubleshooting 69

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Contents HP Notebook Product notice Safety warning notice Iv Safety warning notice Table of contents VGA Vii Security Input power Operating environment Page Welcome Resources For information about Finding informationTop Getting to know your computerTouchPad Lights Select Computer Control Center Buttons and fingerprint reader select models onlyFn key KeysFront Environmental Notices RightLeft See Using a USB device onRear Display Bottom Bottom Turning wireless devices on and off Using an Internet service provider ISPIdentifying wireless and network status icons Creating a wireless connectionUsing the operating system controls Using a WlanConnecting to an existing Wlan Setting up a new WlanProtecting your Wlan Roaming to another network Using Bluetooth wireless devices select models onlyConnecting to a wired network Connecting to a local area network LAN select models onlyPage Keyboard and pointing devices Using the keyboardIdentifying the hot keys Using an optional external numeric keypad Using the TouchPadUsing keypads Using the integrated numeric keypadNavigating Using TouchPad gesturesSelecting Scrolling TappingRotating select models only Pinching/ZoomingUsing the pointing stick Setting pointing device preferencesAdjusting the volume Using the audio featuresMultimedia Using video devices Using the webcam select models onlyChecking your audio functions Select Configure Display Settings Click Detect Monitors DisplayPort Shutting down the computer Power managementSetting power options Using power-saving statesInitiating and exiting Hibernation Using the Power iconUsing power management Initiating and exiting SuspendViewing the current power management settings Using battery powerDisplaying the remaining battery charge Inserting or removing the batteryCharging a battery Managing low battery levels Maximizing battery lifeIdentifying low battery levels Storing a battery Conserving battery powerResolving a low battery level Testing an AC adapter Using external AC powerDisposing of a used battery Replacing the batteryPage Drives Removing or replacing the service coverHandling drives Replacing the service cover Removing the service coverRemoving the hard drive Replacing or upgrading the hard drivePage Installing a hard drive Removing a memory card Using memory cardsExternal cards and devices Inserting a memory cardUsing smart cards select models only Inserting a smart card Using ExpressCards select models onlyRemoving a smart card Inserting an ExpressCard Configuring an ExpressCardRemoving an ExpressCard Using a USB deviceConnecting a USB device Using optional external devicesUsing optional external drives Using the docking connectorMemory modules Page Page Security Using passwordsProtecting the computer Setting passwords in Computer Setup Setting passwords in the operating systemManaging a Bios administrator password Entering a DriveLock password Using a Computer Setup DriveLock passwordEntering a Bios administrator password Managing a DriveLock passwordUsing firewall software Using Computer Setup Automatic DriveLockManaging an Automatic DriveLock password Using the fingerprint reader select models only Installing an optional security cableEnabling fingerprint authentication during logon Select the Use Fingerprint Reader option Enrolling your fingerprintBacking up your information Backup and RecoveryCreating backups Creating restore mediaPerforming a system recovery Remove everything and reinstall Sled Navigating and selecting in Computer Setup Computer Setup Bios and Advanced System DiagnosticsStarting Computer Setup Using Computer SetupRestoring factory settings in Computer Setup Updating the BiosDetermining the Bios version Downloading a Bios update Using Advanced System Diagnostics About the boot device order MultiBoot Considering boot order changes Enabling boot devices in Computer SetupSetting a new boot order in Computer Setup Choosing MultiBoot preferencesSetting a MultiBoot Express prompt Dynamically choosing a boot device using the f9 promptEntering MultiBoot Express preferences Troubleshooting Troubleshooting and supportComputer is unusually warm Wireless network connection is not workingAn external device is not working Disc does not play Computer does not detect the optical driveMovie is not visible on an external display Contacting support Labels Serial number Product number Cleaning the display Cleaning your computerCleaning products Cleaning proceduresCleaning the TouchPad, keyboard, or mouse Input power SpecificationsOperating environment Electrostatic discharge
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