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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05531106

Version: 1

Advisory: HP Notebooks and Mobile Workstations - No Power, No Boot, No Display When Power Button Is Pressed

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 31-May-2017

Last updated : 31-May-2017

DESCRIPTION
Pressing the power button does not power the computer on. The computer does not boot and nothing is displayed on the screen.

SCOPE
The information in this document applies to the following:
Computers:
  • HP Elite x2 1012 G2 Tablet PC
  • HP EliteBook 820 G3 Notebook PC
  • HP EliteBook 820 G4 Notebook PC
  • HP EliteBook 828 G3 Notebook PC
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 840 G4 Notebook PC
  • HP EliteBook 848 G3 Notebook PC
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook 850 G4 Notebook PC
  • HP ProBook 640 G2 Notebook PC
  • HP ProBook 640 G3 Notebook PC
  • HP ProBook 650 G2 Notebook PC
  • HP ProBook 650 G3 Notebook PC
  • HP ZBook 14 Mobile Workstation
  • HP ZBook 14 Mobile Workstation (ENERGY STAR)
  • HP ZBook 14u G4 Mobile Workstation
  • HP ZBook 14u G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15u G3 Mobile Workstation
  • HP ZBook 15u G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15u G4 Mobile Workstation
  • HP ZBook 15u G4 Mobile Workstation (ENERGY STAR)
RESOLUTION
To recover from this issue, perform the following steps to reset the Embedded Controller for the keyboard:
NOTE: Be sure the battery is installed in the computer and it has sufficient power before continuing. Due to the design of the Embedded Controller/Keyboard Controller, the power supply must be disconnected and the computer must be powered with battery power to reset the Embedded Controller/Keyboard Controller.
  1. Unplug the AC power from the computer.
  2. Press and hold the power button for more than 12 seconds.
  3. Release the power button (after at least 12 seconds).
  4. The computer will power on and should boot normally after releasing the power button.
  5. Re-connect the AC power to the computer.
NOTE: In case the battery is not charging after performing the steps to reset the Embedded Controller, unplug and re-plug in the AC power again.

Hardware platforms affected : HP Elite x2 1012 G2 Tablet, HP EliteBook 820 G3 Notebook PC, HP EliteBook 820 G4 Notebook PC, HP EliteBook 828 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 848 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP ProBook 640 G2 Notebook PC, HP ProBook 640 G3 Notebook PC, HP ProBook 650 G2 Notebook PC, HP ProBook 650 G3 Notebook PC, HP ZBook 14 Mobile Workstation, HP ZBook 14 Mobile Workstation (ENERGY STAR), HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G4 Mobile Workstation (ENERGY STAR), HP ZBook 15u G3 Mobile Workstation (ENERGY STAR), HP ZBook 15u G3 Mobile Workstation (ENERGY STAR) Bundle, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation (ENERGY STAR)

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05531106

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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