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Solving General Problems

You may be able to easily resolve the general problems described in this section. If a problem
persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the
operation, contact an authorized dealer or reseller.

WARNING!

When the computer is plugged into an AC power source, voltage is always applied to

the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be
sure to disconnect the power cord from the wall outlet and allow the internal system components to
cool before touching.

Table A-1

Solving General Problems

Computer appears locked up and will not turn off when the power button is pressed.

Cause

Solution

Software control of the power switch is not functional.

1.

Press and hold the power button for at least four
seconds until the computer turns off.

2.

Disconnect the power cord from the electrical outlet.

Computer will not respond to keyboard or mouse.

Cause

Solution

Computer is in Sleep state.

To resume from Sleep state, press the power button.

CAUTION:

When attempting to resume from Sleep state,

do not hold down the power button for more than four
seconds. Otherwise, the computer will shut down and you
will lose any unsaved data.

System has locked up.

Restart computer.

Computer date and time display is incorrect.

Cause

Solution

RTC (real-time clock) battery may need to be replaced.

NOTE:

Connecting the computer to a live AC outlet

prolongs the life of the RTC battery.

Reset the date and time under

Control Panel

(Computer

Setup can also be used to update the RTC date and time). If
the problem persists, replace the RTC battery. See the
Removal and Replacement section for instructions on
installing a new battery, or contact an authorized dealer or
reseller for RTC battery replacement.

To access Control Panel in Windows 7, select

Start

, and

then select

Control Panel

.

To access Control Panel in Windows 8, from the Start
screen, type

c

, and then select

Control Panel

from the list of

applications.

Solving General Problems

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Summary of Contents for 1155

Page 1: ...Maintenance Service Guide HP 1155 All in One Business PC ...

Page 2: ... 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 This document contains proprietary information that is protected by copyright No part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett...

Page 3: ...ollow directions could result in bodily harm or loss of life CAUTION Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information NOTE Text set off in this manner provides important supplemental information iii ...

Page 4: ...uter Setup F10 Utility 7 Computer Setup F10 Utilities 7 Using Computer Setup F10 Utilities 8 Computer Setup File 9 Computer Setup Storage 10 Computer Setup Security 13 Computer Setup Power 17 Computer Setup Advanced 18 Recovering the Configuration Settings 20 4 Serial ATA SATA Drive Guidelines and Features 21 SATA Hard Drives 21 SATA Hard Drive Cables 21 SATA Data Cable 21 SMART ATA Drives 22 Hard...

Page 5: ...ools and Software Requirements 28 Screws 28 Cables and Connectors 28 Hard Drives 29 Lithium Coin Cell Battery 29 6 Illustrated parts catalog 30 Computer major components 30 Cables 32 Boards 33 Misc Parts 34 Mass storage devices not illustrated 35 Sequential part number listing 35 7 Removal and Replacement Procedures All in One AIO Chassis 37 Preparing to Disassemble the Computer 37 Rear Cover 38 S...

Page 6: ...oblems 94 Solving Audio Problems 99 Solving Printer Problems 101 Solving Keyboard and Mouse Problems 103 Solving Hardware Installation Problems 105 Solving Network Problems 107 Solving Memory Problems 110 Solving Processor Problems 112 Solving CD ROM and DVD Problems 112 Solving USB Flash Drive Problems 114 Solving Front Panel Component Problems 116 Solving Internet Access Problems 116 Solving Sof...

Page 7: ...operating system media purchased separately 125 Appendix D POST Error Messages 127 POST Numeric Codes and Text Messages 128 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 133 Appendix E Power Cord Set Requirements 137 General Requirements 137 Japanese Power Cord Requirements 137 Country Specific Requirements 138 Appendix F Specifications 139 All in One Model 139 Index 140 viii ...

Page 8: ...ustable tilt stand Integrated ATI Radeon HD 7310 Microsoft DirectX 6 11 capable Integrated Network Connection 10 100 NIC AMD E1 1200 processor 1 4 GHz 1 MB L2 cache 2 cores Integrated low light webcam with dual microphones Integrated stereo speakers Up to 8 GB of DDR3 SDRAM memory Up to 1 TB hard drive HP Slim SATA 8X SuperMulti Drive Media Card Reader HP Wireless NIC 802 11b g n Mini Card Overvie...

Page 9: ...Front Components Component Component 1 Dual microphones 3 18 5 inch diagonal widescreen LCD HD anti glare display 2 Low light webcam 4 Stereo speakers 2 Chapter 1 Product Features ...

Page 10: ...Component Component 1 Power button 5 6 in 1 media card reader 2 Optical disk drive 6 2 USB 3 0 Port 3 Hard disk drive LED Indicator 7 Microphone port 4 Media card reader LED Indicator 8 Headphone port Side Components 3 ...

Page 11: ...mponents Component Component 1 Adjustable tilt stand 5 Security lock slot 2 Power connector LED Indicator 6 Line out port 3 Power connector 7 RJ 45 ethernet port 4 4 USB 2 0 ports 4 Chapter 1 Product Features ...

Page 12: ...s a 10 2 cm 4 inch clearance at the back of the unit and above the monitor to permit the required airflow Activating the Windows Operating System The first time you turn on the computer the operating system is set up and activated automatically This process takes about 5 to 10 minutes Carefully read and follow the instructions on the screen to complete the activation We recommend that you register...

Page 13: ...ck Settings Change PC Settings Windows Update 3 Run Windows Update monthly thereafter Customizing the monitor display You can customize display settings for Windows 8 separately for the Start screen and the Desktop To customize the Start screen 1 Point to the upper right or lower right corner of the Start screen to display the charms 2 Click Settings Change PC Settings 3 Click Personalize to chang...

Page 14: ... messages Post Messages Disabled suppresses most POST messages such as memory count product name and other non error text messages If a POST error occurs the error is displayed regardless of the mode selected To manually switch to Post Messages Enabled during POST press any key except F1 through F12 Establish an Ownership Tag the text of which is displayed each time the system is turned on or rest...

Page 15: ...eadings appears in the Computer Setup Utilities menu File Storage Security Power and Advanced 4 Use the arrow left and right keys to select the appropriate heading Use the arrow up and down keys to select the option you want then press Enter To return to the Computer Setup Utilities menu press Esc 5 To apply and save changes select File Save Changes and Exit If you have made changes that you do no...

Page 16: ...time and date Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media Replicated Setup Save to Removable Media Saves system configuration to a formatted USB flash media device Restore from Removable Media Restores system configuration from a USB flash media device Default Setup Save Current Settings as Default Saves the current system configuration se...

Page 17: ...e is set to User allows you to specify the parameters logical cylinders heads and sectors per track used by the BIOS to translate disk I O requests from the operating system or an application into terms the hard drive can accept Logical cylinders may not exceed 1024 The number of heads may not exceed 256 The number of sectors per track may not exceed 63 CAUTION Ordinarily the translation mode sele...

Page 18: ...RAID Allows DOS and boot access to RAID volumes Use this mode with the RAID device driver loaded in the operating system to take advantage of RAID features AHCI default option Allows operating systems with AHCI device drivers loaded to take advantage of more advanced features of the SATA controller NOTE The RAID AHCI device driver must be installed prior to attempting to boot from a RAID AHCI volu...

Page 19: ...the list may be individually excluded from or included for consideration as a bootable operating system source Specify the order of attached hard drives The first hard drive in the order will have priority in the boot sequence and will be recognized as drive C if any devices are attached NOTE To drag a device to a preferred place press Enter To remove the device from consideration as a bootable de...

Page 20: ...owse Mode appears if a setup password is set allows viewing but not changing the F10 Setup Options without entering setup password Default is enabled Password prompt on F9 F12 requires setup password to use these boot functions Default is enabled Network Server Mode Default is disabled Smart Cover Allows you to Lock unlock the Cover Lock Set the Cover Removal Sensor to Disable Notify User Setup Pa...

Page 21: ... Record Security may prevent unintentional or malicious changes to the MBR such as those caused by some viruses or by the incorrect use of certain disk utilities It also allows you to recover the last known good MBR should changes to the MBR be detected when the system is restarted When MBR Security is enabled the BIOS prevents any changes being made to the MBR of the current bootable disk while i...

Page 22: ...ce is a critical component of many security schemes Erasing the security keys will prevent access to data protected by the Embedded Security Device Choosing Reset to Factory Settings may result in significant data loss Measure boot variables devices to PCR1 Typically the computer measures the boot path and saves collected metrics to PCR5 a register in the Embedded Security Device Bitlocker tracks ...

Page 23: ...FI and Windows Secure Boot only allow code signed by pre approved digital certificates to run during the firmware and OS boot process Default is disabled except for Windows 8 systems which have this setting enabled Secure Boot enabled also sets Legacy Support to disabled Key Management This option lets you manage the custom key settings Clear Secure Boot Keys Don t Clear Clear Allows you to delete...

Page 24: ...d a pause S5 Soft Off LED is off Hardware Power Management SATA Power Management Enables or disables SATA bus and or device power management Default is enabled S5 Maximum Power Savings Turns off power to all nonessential hardware when system is off to meet EUP Lot 6 requirement of less than 0 5 Watt power usage Default is disabled PCI Express x16 Slot 1 Sets Active State Power Management ASPM of t...

Page 25: ...ed Option ROM Prompt enable disable Enabling this feature will cause the system to display a message before loading option ROMs Default is enabled After Power Loss off on previous state Default is Power off Setting this option to Power off causes the computer to remain powered off when power is restored Power on causes the computer to power on automatically as soon as power is restored Previous st...

Page 26: ...system Default is Auto which sets memory allocation to 512 MB If you select Force the UMA Frame Buffer Size option displays which lets you set the UMA memory size allocation between 32 MB and 1 GB Internal Speaker does not affect external speakers Default is enabled NIC PXE Option ROM Download PXE iSCSI disabled The BIOS contains an embedded NIC option ROM to allow the unit to boot through the net...

Page 27: ...firmation to unconfigure ME Watchdog Timer enable disable Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers are not deactivated BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during execution if the alert is sent to the management console An operating system alert is deactivated by the operating system image and w...

Page 28: ...ial 400 700 mV Drive voltages 3 3 V 5 V 12 V Jumpers for configuring drive N A Data transfer rate 3 0 Gb s SATA Hard Drive Cables SATA Data Cable Always use an HP approved SATA 3 0 Gb s cable as it is fully backwards compatible with the SATA 1 5 Gb s drives Current HP desktop products ship with SATA 3 0 Gb s hard drives SATA data cables are susceptible to damage if overflexed Never crease a SATA d...

Page 29: ...e size of a drive partition A drive partition is the largest segment of a drive that may be properly accessed by the operating system A single hard drive may therefore be subdivided into a number of unique drive partitions in order to make use of all of its space Because of the differences in the way that drive sizes are calculated the size reported by the operating system may differ from that mar...

Page 30: ... electronic device exposed to electrostatic discharge ESD may not appear to be affected at all and can work perfectly throughout a normal cycle The device may function normally for a while but it has been degraded in the internal layers reducing its life expectancy Networks built into many integrated circuits provide some protection but in many cases the discharge contains enough power to alter de...

Page 31: ...d surface before removing them from their container Always be properly grounded when touching a sensitive component or assembly Avoid contact with pins leads or circuitry Place reusable electrostatic sensitive parts from assemblies in protective packaging or conductive foam Personal Grounding Methods and Equipment Use the following equipment to prevent static electricity damage to equipment Wrist ...

Page 32: ...ductive materials such as ordinary plastic assembly aids and Styrofoam Use field service tools such as cutters screwdrivers and vacuums that are conductive Recommended Materials and Equipment Materials and equipment that are recommended for use in preventing static electricity include Antistatic tape Antistatic smocks aprons or sleeve protectors Conductive bins and other assembly or soldering aids...

Page 33: ...computers so near each other that they are subject to each other s re circulated or preheated air Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install or enable power management functions of the operating system or other software including sleep states Routine Care General Cleaning Safety Precautions 1 Never use solvent...

Page 34: ...ean debris from under the keys Visible debris underneath or between the keys may be removed by vacuuming or shaking Canned pressurized air may be used to clean debris from under the keys Caution should be used as too much air pressure can dislodge lubricants applied under the wide keys If you remove a key use a specially designed key puller to prevent damage to the keys This tool is available thro...

Page 35: ...s The screws used in the computer are not interchangeable They may have standard or metric threads and may be of different lengths If an incorrect screw is used during the reassembly process it can damage the unit HP strongly recommends that all screws removed during disassembly be kept with the part that was removed then returned to their proper locations CAUTION As each subassembly is removed fr...

Page 36: ...tion on page 23 Do not use excessive force when inserting a drive Avoid exposing a hard drive to liquids temperature extremes or products that have magnetic fields such as monitors or speakers Lithium Coin Cell Battery The battery that comes with the computer provides power to the real time clock and has a minimum lifetime of about three years See the appropriate removal and replacement chapter fo...

Page 37: ...6 Illustrated parts catalog Computer major components 30 Chapter 6 Illustrated parts catalog ...

Page 38: ...8 5 inch WLED non ZBD 200 nits AUO 710538 001 CMI 710539 001 LG 710540 001 3 Rear cover does not include stand 669985 001 4 Foot assembly 669986 001 5 Side I O panel 729649 001 6 Stand 669988 001 Mylar for use on stand hinge not illustrated 669994 001 Computer major components 31 ...

Page 39: ...l drive cable 669998 001 3 Hard drive cable 669997 001 4 Webcam cable 669995 001 Antenna not illustrated 669974 001 Backlight cable for use with AUO and CMI display panels 710536 001 Backlight cable for use with LG display panels 710537 001 32 Chapter 6 Illustrated parts catalog ...

Page 40: ...d 728286 501 Windows 8 Professional 728286 601 2 Backlight controller 710541 001 3 WLAN module 802 11b g n Ralink RT3290LE 802 11bgn 1x1 Wi Fi and Bluetooth 4 0 Combo Adapter WLAN module 701399 001 Ralink RT5390R 802 11bgn 1x1 Wi Fi Adapter WLAN module 701396 001 4 Webcam module 710544 001 5 Memory modules SODIMM not illustrated 4 GB PC3 12800 689373 001 2 GB PC3 12800 689372 001 1 GB PC3 10600 64...

Page 41: ...ge 669991 001 Mouse USB optical not illustrated 596410 001 HP Business Digital Headset not illustrated 642738 001 Keyboard not illustrated USB United States 655571 001 USB Latin America Spanish 655571 161 USB Brazilian Portuguese 655571 201 Wireless Latin America Spanish 708630 201 Wireless OTP Brazilian Portuguese 678630 161 34 Chapter 6 Illustrated parts catalog ...

Page 42: ...1 001 Hard drive 500 GB 632938 001 Hard drive 750 GB 642738 001 HP Business Digital Headset 646808 001 Memory module 1 GB PC3 10600 655571 001 Keyboard wired USB for use in the United States 655571 161 Keyboard wired USB for use in Latin America 655571 201 Keyboard wired USB for use in Brazil 657958 001 HP SuperMulti DVD Writer Drive includes bezel 669974 001 Antenna 669981 001 Fan blower 669986 0...

Page 43: ... WLED non ZBD 200 nits AUO 710539 001 Display panel 18 5 inch WLED non ZBD 200 nits CMI 710540 001 Display panel 18 5 inch WLED non ZBD 200 nits LG 710541 001 Backlight controller 729648 001 Front bezel 729649 001 Side I O panel 710544 001 Webcam module 720p HD 728286 001 System board with AMD E1 1200 processor USB 3 0 for use in models without Windows 8 includes heat sink gasket processor replace...

Page 44: ...ve all media CD DVD etc from the computer 2 Shut down the computer 3 After the system has completely shut down disconnect the power adapter from the back of the computer 4 Disconnect all other attached cables from the back of the computer 5 Place the computer face down on a soft flat surface HP recommends that you set down a blanket towel or other soft cloth to protect the screen surface from scra...

Page 45: ...emove the rear cover 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Loosen the captive two Phillips screws 1 that secure the cover to the computer 3 Remove the non captive Phillips screw 2 that secures the cover to the computer 4 Lift the cover off the computer 3 To replace the rear cover reverse the removal procedures 38 Chapter 7 Removal and Replace...

Page 46: ...remove from the inside of the rear cover To remove the stand 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 From the inside of the rear cover remove the four screws that secure the stand to the cover Stand 39 ...

Page 47: ...and bracket through the slot in the rear cover and then remove the stand from the rear cover To replace the stand reverse the removal procedures 40 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 48: ...ly is secured with six screws On each side the inside screw is smaller than the two outside screws To remove the foot assembly 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 Foot assembly 41 ...

Page 49: ...ws that secure the foot assembly to the computer 4 Lift the foot assembly from the computer To replace the foot assembly reverse the removal procedures 42 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 50: ...dule and RTC battery The cover is secured by one captive Phillips screws To remove the memory cover 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Loosen the captive Phillips screw that secures the cover to the computer Memory Cover 43 ...

Page 51: ...3 Lift the cover off the computer To replace the memory cover reverse the removal procedures 44 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 52: ...system board can be populated with up to two industry standard SODIMMs These memory sockets are populated with at least one preinstalled SODIMM To achieve the maximum memory support you can populate the system board with up to 8 GB of memory For proper system operation the SODIMMs must be industry standard 204 pin unbuffered non ECC PC3 10600 DDR3 1333 MHz compliant 1 5 volt DDR3 SDRAM SODIMMs The...

Page 53: ...ove or install memory modules To remove a memory module 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the memory cover see Memory Cover on page 43 4 To remove a memory module pull outward on the latch on each side of the SODIMM 1 allow the module to lift up to about a 45 degree angle and then p...

Page 54: ...screw and has one connected antenna The module is located under the memory cover To remove the WLAN module 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the memory cover see Memory Cover on page 43 4 Disconnect the antenna cable from the module 1 5 Remove the Phillips screw 2 that secures the m...

Page 55: ... pull it away to remove it from the socket 3 To install the WLAN module reverse the removal procedures NOTE WLAN modules are designed with a notch to prevent incorrect insertion 48 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 56: ...mbly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the memory cover see Memory Cover on page 43 4 To release the battery from its holder squeeze the metal clamp that extends above one edge of the battery When the battery pops up lift it out 1 RTC Battery 49 ...

Page 57: ...attery under the holder s lip with the positive side up Push the other edge down until the clamp snaps over the other edge of the battery 2 Figure 7 1 Removing and Replacing a coin cell battery 50 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 58: ...backlight controller 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Disconnect the three cables from the backlight controller board 1 NOTE Be careful not to damage the cables when disconnecting them from the board Do not pull on the wires 4 Remove the two screws 2 that secure the board to the computer ...

Page 59: ...sition the jumper on the backlight controller board based on the display panel installed Please refer to the table on the base pan near the backlight controller board for the appropriate jumper setting on the backlight controller board Panel manufacturer Jumper setting LG 1 CMI 2 AUO 3 CAUTION Incorrect jumper placement can result in damage to the backlight controller board and LCD panel 52 Chapte...

Page 60: ...uter Two separate speakers are each secured by two screws and have separate cables and system board connectors To remove the speakers 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Disconnect the two speaker cables 1 from the system board Speakers 53 ...

Page 61: ...5 Remove two screws 1 that secure the right speaker to the computer and then lift the speaker from the computer 2 Use the following image to determine correct routing for the speaker cables To install the speakers reverse the removal procedures 54 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 62: ...omputer viewed from behind under the backlight controller board It is secured with one screw To remove the optical drive 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Loosen the captive Phillips screw 1 that secures the drive to the computer Optical Drive 55 ...

Page 63: ...ket 2 to push the drive out of the bay and then slide the drive out of the computer 3 To install an optical drive reverse the removal procedures 56 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 64: ...er for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the optical drive see Optical Drive on page 55 4 Remove two screws that secure the optical drive connector 1 to the computer 5 Disconnect the optical drive power and data cables 2 from the system board NOTE Be careful not to damage the cable when disconnecting it from ...

Page 65: ...6 Remove the connector from the computer To install the optical drive connector reverse the removal procedures 58 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 66: ...the left side of the computer viewed from behind The drive is secured with one captive screw and is housed in a removable cage 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Loosen the captive Phillips screw that secures the drive to the computer 1 Hard Drive 59 ...

Page 67: ...e four mounting Phillips screws 1 that secure the drive to the cage Do not remove the blue rubber grommets behind each screw They must stay attached to the cage when installing a new hard drive 6 Slide the hard drive out of the cage 2 To replace the hard drive reverse the removal procedures 60 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 68: ...ve the hard drive connector 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the hard drive see Hard Drive on page 59 4 Disconnect the hard drive power and data cables 1 from the system board NOTE Be careful not to damage the cable when disconnecting it from the board Do not pull on the wires 5 Re...

Page 69: ...7 Remove the connector from the computer 3 To install the hard drive connector reverse the removal procedures 62 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 70: ...located in the middle of the computer It is covered by a bracket and is secured with two screws To remove the fan 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 Fan 63 ...

Page 71: ...able 1 from the system board connector 5 Remove the three screws 2 that secure the fan to the computer 6 Lift the fan slightly and then slide the fan assembly away from the system board and remove it from the computer 3 To install the fan reverse the removal procedures 64 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 72: ...cover is located on the right side of the computer viewed from behind Press the tabs to remove it To remove the side I O cover 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 Side I O Cover 65 ...

Page 73: ...rom the computer 2 NOTE To help disengage the panel you can press the tab on the left side of the panel when pulling it away from the computer to remove it To replace the side I O cover reverse the removal procedures 66 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 74: ...no screws and has one connector To remove the webcam module 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Pull back on the tabs 1 that secure the module to the computer and lift the module from the computer as far as the cable allows 2 Webcam Module 67 ...

Page 75: ... disconnect the cable from the webcam module 1 remove the cable from the metal clips built into the computer 2 disconnect the cable from the system board 3 and then remove the cable from the computer To install a webcam module reverse the removal procedures 68 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 76: ...ystem board cover 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the four Torx screws 1 that secure the system board cover to the computer 4 Slide the cover toward the side of the computer 2 System Board Cover 69 ...

Page 77: ...ide of the cover up to a 45 degree angle and then lift the cover off the computer 3 To install the system board cover reverse the removal procedures 70 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 78: ...ssembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the system board cover see System Board Cover on page 69 4 Disconnect the cable from the system board 1 5 Disconnect the cable from the display panel by pressing in the latches on the side of the cable connector 2 and pulling it from the connector 3 Display Cable 71 ...

Page 79: ...le from the metal clips 4 built into the computer 7 Remove the cable from the computer To install the display cable reverse the removal procedures 72 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 80: ...e computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the system board cover see System Board Cover on page 69 4 Remove the memory module see Memory on page 45 5 Remove the WLAN module see WLAN Module on page 47 6 Disconnect all cables from the system board noting their location for reinstallation 7 Remove the nin...

Page 81: ...ing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the two screws that secure the security bracket to the computer 4 Lift the security bracket straight up and out of the computer To install the security bracket reverse the removal procedures 74 Chapter 7 Removal and Replacement Procedures All in One AIO Chassis ...

Page 82: ...ile removing the minimal number of components 1 Prepare the computer for disassembly see Preparing to Disassemble the Computer on page 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the foot assembly see Foot assembly on page 41 4 Remove the security bracket see Security Bracket on page 74 5 Remove the side I O cover see Side I O Cover on page 65 6 Remove the 6 screws that secure th...

Page 83: ... 37 2 Remove the rear cover see Rear Cover on page 38 3 Remove the foot assembly see Foot assembly on page 41 4 Remove the security bracket see Security Bracket on page 74 5 Remove the side I O cover see Side I O Cover on page 65 6 Disconnect the speaker cables from the system board see Speakers on page 53 7 Remove the front bezel see Front Bezel on page 75 8 Disconnect the cable from the webcam 9...

Page 84: ...nel manufacturer Screw hole label AUO A CMI B LG C AUO and LG panels NOTE Shown with computer not completely disassembled You do not have to remove most components to replace the display Display Panel 77 ...

Page 85: ...the display panel 13 Lift the bracket assembly off the display panel To install a display panel reverse the removal procedures Multiple display panels are available for this computer The panels use the same converter board spare part You must position the jumper on the converter board based on the display panel installed Please refer to the table on the base pan near the converter board for the ap...

Page 86: ...Panel manufacturer Jumper setting LG 1 CMI 2 AUO 3 Display Panel 79 ...

Page 87: ...ions below to try to isolate the exact problem before calling for technical support Run the HP diagnostic tool Run the hard drive self test in Computer Setup Refer to Computer Setup F10 Utility on page 7 for more information Check the Power LED on the front of the computer to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem Refer to Appendix A P...

Page 88: ...t you created or restore the system to its original factory condition in System Software Requirement Disks SSRD CAUTION Restoring the system will erase all data on the hard drive Be sure to back up all data files before running the restore process NOTE For sales information and warranty upgrades Care Packs call your local authorized service provider or dealer Helpful Hints If you encounter problem...

Page 89: ...u need a driver for that model printer Remove all bootable media CD DVD or USB device from the system before turning it on If you have installed an operating system other than the factory installed operating system check to be sure that it is supported on the system If the system has multiple video sources embedded PCI or PCI Express adapters installed embedded video on some models only and a sing...

Page 90: ...let Computer will not respond to keyboard or mouse Cause Solution Computer is in Sleep state To resume from Sleep state press the power button CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data System has locked up Restart computer Computer date and time display is ...

Page 91: ...anel Cause Solution Smart Cover Lock featured on some computers is locked Unlock the Smart Cover Lock using Computer Setup In case of forgotten password power loss or computer malfunction you must manually disable the Smart Cover lock A key to unlock the Smart Cover Lock is not available from HP Keys are typically available from a hardware store Poor performance Cause Solution Processor is too hot...

Page 92: ...ty clear applications that you do not want to launch automatically and the click OK In Windows 8 a On the Start screen right click and then select the All apps icon b Under Windows System click Run c Type msconfig and then press Enter d On the Startup tab of the System Configuration Utility clear applications that you do not want to launch automatically and the click OK Some software applications ...

Page 93: ...and hold the power button for less than 4 seconds If the hard drive LED turns green then 1 If equipped with a voltage selector check that the voltage selector located on the rear of the power supply is set to the appropriate voltage Proper voltage setting depends on your region 2 Remove the expansion cards one at a time until the 5V_aux light on the system board turns on 3 Replace the system board...

Page 94: ...off automatically and the Power LED flashes Red two times once every second followed by a two second pause and the computer beeps two times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Processor thermal protection activated A fan may be blocked or not turning OR The heat sink is not properly attached to the processor 1 Ensure that the computer air vents are not blocke...

Page 95: ...sing the problem by removing ALL attached devices such as hard drives or optical drives and expansion cards Power on the system If the system enters POST then power off and replace one device at a time and repeat this procedure until failure occurs Replace the device that is causing the failure Continue adding devices one at a time to ensure all devices are functioning properly 4 Replace the power...

Page 96: ...ile Explorer from the list of applications In the left column expand Computer right click on a drive select Properties and then select the Tools tab Under Error checking click Check Drive not found identified Cause Solution Cable could be loose Check cable connections The system may not have automatically recognized a newly installed device See reconfiguration directions in the Solving Hardware In...

Page 97: ...e is not listed first in the Boot Order Run the Computer Setup utility and select Storage Boot Order and ensure the bootable hard drive is listed immediately under the Hard Drive entry Computer will not boot from hard drive Cause Solution The device is attached to a SATA port that has been hidden in Computer Setup 1 Check SATA cable connections 2 Run the Computer Setup utility and ensure Device Av...

Page 98: ... commands 1 Use the task manager to close programs that do not respond 2 Attempt the normal Windows Shut Down procedure If this fails press the power button for four or more seconds to turn off the power To restart the computer press the power button again Solving Hard Drive Problems 91 ...

Page 99: ...sure that the lock tab located on the bottom of the Memory Stick PRO card is not in the locked position Can not write to the media card Cause Solution The media card is a read only memory ROM card Check the manufacturer s documentation included with your card to see if it writable Refer to the previous section for a list of compatible cards Media card is locked Locking the media card is a safety f...

Page 100: ...ds are not recognized by the computer Cause Solution The operating system needs time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time Wait a few seconds so that the operating system can recognize the reader and the available ports and then recognize the media inserted in the reader After inserting a media card in the reader...

Page 101: ...s the power button to resume from Sleep state CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Monitor cable is plugged into the wrong connector Systems may have a monitor connection on both the motherboard or an add in card Try moving the monitor connection to a ...

Page 102: ...phics card if applicable 3 Replace the system board For systems with integrated graphics replace the system board Blank screen and the power LED flashes Red seven times once every second followed by a two second pause and the computer beeps seven times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution System board failure ROM detected failure prior to video Replace the sys...

Page 103: ...ximity be sure the monitors are not interfering with each other s electromagnetic field by moving them apart 3 Fluorescent lights or fans may be too close to the monitor Monitor needs to be degaussed Degauss the monitor Refer to the documentation that came with the monitor for instructions Image is not centered Cause Solution Position may need adjustment Press the monitor s Menu button to access t...

Page 104: ...istrator rights When your computer is in safe mode Safe Mode displays in the corners of your monitor To exit safe mode restart your computer and let Windows start normally To enter Safe Mode in Windows 8 1 Press the Windows logo l to open the Settings charm 2 Select Change PC Settings select General and then under Advanced startup click Restart now 3 Select Troubleshoot select Advanced options sel...

Page 105: ...th the synchronization go to the following Web site select the appropriate monitor and download either SP32347 or SP32202 http www hp com support Graphics card is not seated properly or is bad some models 1 Reseat the graphics card 2 Replace the graphics card Certain typed symbols do not appear correct Cause Solution The font you are using does not support that particular symbol Use the Character ...

Page 106: ...ne jack External speakers plugged into the wrong audio jack on a recently installed sound card See the sound card documentation for proper speaker connection The rear audio jack output is the green receptacle Headphones or devices connected to the line out connector mute the internal speaker Turn on and use headphones or external speakers if connected or disconnect headphones or external speakers ...

Page 107: ...d disk may be full Before recording make sure there is enough free space on the hard disk You can also try recording the audio file in a compressed format Line in jack is not functioning properly Cause Solution Jack has been reconfigured in the audio driver or application software In the audio driver or application software reconfigure the jack or set the jack to its default value There is no soun...

Page 108: ... make sure it is online The correct printer drivers for the application are not installed 1 Install the correct printer driver for the application 2 Try printing using the MS DOS command DIR C printer port where printer port is the address of the printer being used If the printer works reload the printer driver To run MS DOS commands press the Windows key r type cmd in the Open box and then click ...

Page 109: ...e connected properly Reconnect all cables Printer memory may be overloaded Reset the printer by turning it off for one minute then turn it back on Printer will not print Cause Solution The printer may be out of paper Check the paper tray and refill it if it is empty 102 Appendix A Troubleshooting Without Diagnostics ...

Page 110: ...ping are not recognized by the computer Cause Solution Keyboard connector is not properly connected Shut down the computer reconnect the keyboard to the back of the computer and then restart the computer Program in use has stopped responding to commands Shut down your computer using the mouse and then restart the computer Keyboard needs repairs See the Worldwide Limited Warranty for terms and cond...

Page 111: ...puter or the keyboard and restart Program in use has stopped responding to commands Shut down the computer using the keyboard then restart the computer Mouse may need cleaning Remove the roller ball cover on the mouse and clean the internal components Mouse may need repair See the Worldwide Limited Warranty for terms and conditions Computer is in Sleep state Press the power button to resume from S...

Page 112: ...ternal device are loose or power cables are unplugged Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down Power switch of new external device is not turned on Turn off the computer turn on the external device then turn on the computer to integrate the device with the computer system When the system advised you of changes to the confi...

Page 113: ...s installed incorrectly or is bad CAUTION To avoid damage to the DIMMs or the system board you must unplug the computer power cord before attempting to reseat install or remove a DIMM module 1 Reseat DIMMs Power on the system 2 Replace DIMMs one at a time to isolate the faulty module NOTE DIMM1 or XMM1 must always be installed On all computers except the USDT DIMM1 must be installed before DIMM2 a...

Page 114: ...imum Power Saving option in Computer Setup Select Power Hardware Power Management S5 Maximum Power Savings S5 Wake on LAN is disabled some models Enable the S5 Wake on LAN option in Computer Setup Select Advanced Device Options S5 Wake on LAN Wake on LAN is not enabled To enable Wake on LAN in Windows 7 1 Select Start Control Panel Network and Sharing Center 2 Under Tasks select Manage network con...

Page 115: ...r is not set up properly Check for the device status within Windows such as Device Manager for driver load and the Network Connections applet within Windows for link status To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager To access Device Manager in Windows 8 from the Start screen type c select Control Panel from the list of applications and the...

Page 116: ...l is installed The network controller is not configured for this computer Select the Network and Sharing Center icon in the Control Panel and configure the network controller To access Control Panel in Windows 7 click Start and then select Control Panel To access Control Panel in Windows 8 from the Start screen type c and then select Control Panel Network controller stopped working when an expansi...

Page 117: ...drivers for your NIC System setup utility reports unprogrammed EEPROM Cause Solution Unprogrammed EEPROM Contact an authorized service provider Solving Memory Problems If you encounter memory problems some common causes and solutions are listed in the following table CAUTION Power may still be supplied to the DIMMs when the computer is turned off depending on the Management Engine ME settings To a...

Page 118: ...count during POST is wrong Cause Solution The memory modules may not be installed correctly Check that the memory modules have been installed correctly and that proper modules are used Integrated graphics may use system memory No action required Insufficient memory error during operation Cause Solution Too many Terminate and Stay Resident programs TSRs are installed Delete any TSRs that you do not...

Page 119: ...not support a feature previously enabled on this system 1 Install a TXT Trusted Execution Technology capable processor 2 Disable TXT in the Computer Setup F10 utility 3 Reinstall the original processor Solving CD ROM and DVD Problems If you encounter CD ROM or DVD problems see the common causes and solutions listed in the following table or to the documentation that came with the optional device T...

Page 120: ...hardware problem If this is a newly installed drive run the Computer Setup utility and try adding a POST delay under Advanced Power On Options The device is attached to a SATA port that has been hidden in Computer Setup Run the Computer Setup utility and ensure Device Available is selected for the device s SATA port in Security Device Security Drive responds slowly immediately after power up Run C...

Page 121: ...d for this topic CD or DVD disc is dirty Clean CD or DVD with a CD cleaning kit available from most computer stores Windows does not detect the CD ROM or DVD ROM drive 1 Use Device Manager to remove or uninstall the device To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager To access Device Manager in Windows 8 from the Start screen type c select C...

Page 122: ...ure the device is fully inserted into the USB port before applying power to the system System will not boot from USB flash drive Cause Solution Boot order is not correct Run the Computer Setup utility and change boot sequence in Storage Boot Order Removable Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable booting to removable media in Storage Storage O...

Page 123: ...e USB ports are set to Enabled in Security USB Security Solving Internet Access Problems If you encounter Internet access problems consult your Internet Service Provider ISP or refer to the common causes and solutions listed in the following table Unable to connect to the Internet Cause Solution Internet Service Provider ISP account is not set up properly Verify Internet settings or contact your I...

Page 124: ...ernet Options 3 In the Browsing history section on the General tab click the Delete button 4 Select the Cookies check box and click the Delete button Windows 8 1 From the Start screen type c and then select Control Panel from the list of applications 2 Click Internet Options 3 In the Browsing history section on the General tab click the Delete button 4 Select the Cookies check box and click the De...

Page 125: ...m other than the factory installed operating system check to be sure it is supported on the system If you encounter software problems see the applicable solutions listed in the following table Computer will not continue and the HP logo does not display Cause Solution ROM issue POST error has occurred Observe the beeps and LED lights on the front of the computer See Appendix A POST Error Messages o...

Page 126: ... Windows 8 use Automatic Repair to fix problems that might prevent Windows from starting correctly To access Automatic Repair 1 Press the Windows logo l to open the Settings charm 2 Select Change PC Settings select General and then under Advanced startup click Restart now 3 Select Troubleshoot select Advanced options and then select Automatic Repair Windows starts Automatic Repair 4 Select the acc...

Page 127: ...ttp www hp com NOTE If you take the computer to an authorized reseller dealer or service provider for service remember to provide the setup and power on passwords if they are set Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance 120 Appendix A Troubleshooting Without Diagnostics ...

Page 128: ...ed Isolate true hardware failures The diagnostics run outside of the operating system so they effectively isolate hardware failures from issues that may be caused by the operating system or other software components Failure ID When a failure is detected that requires hardware replacement a 24 digit Failure ID is generated This ID can then be provided to the call agent who will either schedule supp...

Page 129: ... device 1 Go to http www hp com 2 Click the Support Drivers link 3 Select the Drivers Software tab 4 Enter the product name in the text box and click Search 5 Select your specific computer model 6 Select your operating system 7 In the Diagnostic section click the HP UEFI Support Environment link This link provides additional information or Click the Download button and select Run The download incl...

Page 130: ...formation Recovery after a system failure is as good as your most recent backup You should create system repair media and your initial backup immediately after initial system setup As you add new software and data files you should continue to back up your system on a regular basis to maintain a reasonably current backup The system repair media is used to start up boot the computer and repair the o...

Page 131: ...ing system media to reboot the computer and repair the operating system For additional information see Using Windows 8 operating system media purchased separately on page 125 Using the Windows recovery tools To recover information you previously backed up From the Start screen type h and then select Help and Support To recover your information using Automatic Repair follow these steps CAUTION Some...

Page 132: ...he presence of the HP Recovery partition From the Start screen type C and then select Computer NOTE If the HP Recovery partition is not listed you must recover your operating system and programs using the Windows 8 operating system media and the Driver Recovery media both purchased separately For additional information see Using Windows 8 operating system media purchased separately on page 125 3 I...

Page 133: ...g system media to install the operating system 3 When prompted press any keyboard key 4 Follow the on screen instructions After the repair is completed 1 Remove the Windows 8 operating system media and then insert the Driver Recovery media 2 Install the Hardware Enabling Drivers first and then install Recommended Applications 126 Appendix C Backup and recovery in Windows 8 ...

Page 134: ...ge To manually switch to the POST Messages Enabled mode during POST press any key except F10 F11 or F12 The default mode is POST Message Disabled The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection Quick Boot is a fast startup process that does not run all of the system level tests such as the memory test Full Bo...

Page 135: ...ded during POST to free more memory for an expansion card s option ROM Internal PXE option ROM is used for booting from the NIC to a PXE server 162 System Options Not Set Configuration incorrect RTC real time clock battery may need to be replaced Run Computer Setup and check the configuration in Advanced Device Options Reset the date and time under Control Panel If the problem persists replace the...

Page 136: ... this Platform Recently added memory module s support ECC memory error correction 1 If additional memory was recently added remove it to see if the problem remains 2 Check product documentation for memory support information 301 Keyboard Error Keyboard failure 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Rep...

Page 137: ... 2 Change the processor 1805 Ambient Temperature Previously Over Limit This system was placed in a low power state to prevent damage due to excessive environmental temperature Make sure the system meets the HP enclosure guidelines as listed in the QuickSpecs including the following 1 Clean the air vents on the front back or any other vented side of the computer 2 Ensure that there is a 10 2 cm 4 i...

Page 138: ...ectly for proper MEBx execution SODIMM1 is not installed Make sure there is a memory module in the SODIMM1 socket and that it is properly seated 2212 USB Key Provisioning failure writing to device USB device used for USB key provisioning will not allow BIOS to update provision file properly 1 Try a different USB key device for provisioning 2 If the error persists update to the latest BIOS version ...

Page 139: ...error provides further clarity into the failure MEBx handles transference of information between the system BIOS and ME firmware 1 Reboot the computer 2 If the error persists update to the latest BIOS version and ME firmware version 3 If the error still persists replace the system board 2231 ME error during MEBx execution Error occurred during MEBx execution which fails into ME grouping 1 Reboot t...

Page 140: ...ith them WARNING When the computer is plugged into an AC power source voltage is always applied to the system board To reduce the risk of personal injury from electrical shock and or hot surfaces be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching NOTE If you see flashing LEDs on a PS 2 keyboard look for flashing LEDs on the fr...

Page 141: ...he processor is present 2 Reseat the processor Red Power LED flashes four times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 4 Power failure power supply is overloaded 1 Open the hood and ensure the 4 or 6 wire power supply cable is seated into the connector on the system board 2 Check if a device is causing the problem...

Page 142: ... once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 9 System powers on but is unable to boot 1 Unplug the AC power cord from the computer wait 30 seconds then plug the power cord back in to the computer 2 Replace the system board 3 Replace the processor Red Power LED flashes ten times once every second followed by a two secon...

Page 143: ...ld the power button for less than 4 seconds If the hard drive LED does not turn on green then 1 Check that the unit is plugged into a working AC outlet 2 Open hood and check that the power button harness is properly connected to the system board 3 Check that both power supply cables are properly connected to the system board 4 Check to see if the 5V_aux light on the system board is turned on If it...

Page 144: ...gency responsible for evaluation in the country where the power cord set will be installed 2 The power cord set must have a minimum current capacity of 10A 7A Japan only and a nominal voltage rating of 125 or 250 volts AC as required by each country s power system 3 The diameter of the wire must be a minimum of 0 75 mm2 or 18AWG and the length of the cord must be between 1 0 m 3 3 ft and no more t...

Page 145: ... fittings appliance coupler and wall plug must bear the certification mark of the agency responsible for evaluation in the country where it will be used 2 The flexible cord must be Type SVT or equivalent No 18 AWG 3 conductor The wall plug must be a two pole grounding type with a NEMA 5 15P 15A 125V or NEMA 6 15P 15A 250V configuration 3 Appliance coupler flexible cord and wall plug must bear a T ...

Page 146: ...re Range Operating Nonoperating 41 to 95 F 22 to 149 F 5 to 35 C 30 to 66 C Relative Humidity noncondensing Operating 15 80 at 79 F 15 80 at 26 C Maximum Altitude unpressurized Operating Nonoperating 0 6 562 ft 0 15 000 ft 0 2000 m 4 572 m Power Supply Rated Voltage Range Rated Line Frequency 100 240 V 50 60 Hz 100 240 V 50 60 Hz Max Operating Power 90 W 90 W All in One Model 139 ...

Page 147: ...rt number 31 36 E electrostatic discharge ESD 23 preventing damage 24 error codes 127 133 messages 128 F f11 recovery 125 fan removing 63 spare part number 34 35 features overview 1 flash drive problems 114 flashing LEDs 133 foot spare part number 31 35 foot assembly removing 41 front bezel removing 75 spare part number 31 front components 2 3 front panel problems 116 G general problems 83 grommet...

Page 148: ... 76 fan 63 foot assembly 41 front bezel 75 hard drive 59 hard drive connector 61 memory 45 memory cover 43 optical drive 55 optical drive connector 57 preparing to disassemble the computer 37 rear cover 38 RTC battery 49 security bracket 74 side I O cover 65 speakers 53 stand 39 system board 73 system board cover 69 webcam module 67 WLAN module 47 restoring the hard drive 125 RTC battery removing ...

Page 149: ...webcam module removing 67 spare part number 33 Windows 8 operating system DVD 125 WLAN module removing 47 spare part number 33 36 142 Index ...

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