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HP 268 Pro G1 MT, Maintenance And Service Manual

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HP 268 Pro G1 MT Maintenance And Service Manual Download Page 63

“Illegal Operation has Occurred” error message is displayed.

Cause

Solution

Software being used is not Microsoft-certified for your version of 
Windows.

Verify that the software is certified by Microsoft for your version of 
Windows (see program packaging for This information).

Configuration files are corrupt.

If possible, save all data, close all programs, and restart the 
computer.

Solving software problems

55

Summary of Contents for 268 Pro G1 MT

Page 1: ...Maintenance and Service Guide HP 268 Pro G1 MT ...

Page 2: ... require upgraded and or separately purchased hardware drivers software or BIOS update to take full advantage of Windows functionality Windows 10 is automatically updated which is always enabled ISP fees may apply and additional requirements may apply over time for updates Go to http www microsoft com for details To access the latest user guides go to http www hp com support and follow the instruc...

Page 3: ...a hard flat surface Do not allow another hard surface such as an adjoining optional printer or a soft surface such as pillows or rugs or clothing to block airflow Also do not allow the AC adapter to contact the skin or a soft surface such as pillows or rugs or clothing during operation The computer and the AC adapter comply with the user accessible surface temperature limits defined by applicable ...

Page 4: ...iv Safety warning notice ...

Page 5: ...enerating static electricity 8 Preventing electrostatic damage to equipment 9 Personal grounding methods and equipment 9 Grounding the work area 10 Recommended materials and equipment 10 Operating guidelines 11 Routine care 11 General cleaning safety precautions 11 Cleaning the computer case 11 Cleaning the keyboard 12 Cleaning the monitor 12 Cleaning the mouse 12 Service considerations 12 Tools a...

Page 6: ... 29 Processor fan 30 Heat sink 31 Power supply 32 System board 34 System board callouts 36 Changing from desktop to tower configuration 36 5 Troubleshooting without diagnostics 37 Safety and comfort 37 Before you call for technical support 37 Helpful hints 38 Solving general problems 39 Solving power problems 42 Solving hard drive problems 43 Solving audio problems 45 Solving printer problems 46 S...

Page 7: ... Diagnostics Windows 80 Downloading the latest HP PC Hardware Diagnostics Windows version 81 Downloading HP Hardware Diagnostics Windows by product name or number select products only 81 Installing HP PC Hardware Diagnostics Windows 81 Using HP PC Hardware Diagnostics UEFI 81 Starting HP PC Hardware Diagnostics UEFI 82 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive 82 Downloading...

Page 8: ...ng and refreshing using Windows tools 86 Recovering using HP Recovery media 86 Changing the computer boot order 86 Using HP Sure Recover select products only 87 11 Power cord set requirements 88 General requirements 88 Japanese power cord requirements 88 Country specific requirements 89 12 Statement of memory volatility 90 Nonvolatile memory usage 92 Questions and answers 94 Using HP Sure Start se...

Page 9: ...ing on the model For support assistance and to learn more about the hardware and software installed on the computer model run the HP Support Assistant utility NOTE The HP 268 Pro G1 MTcan be used in a tower orientation or a desktop orientation Standard configuration features 1 ...

Page 10: ... jack 5 Hard drive activity light 3 USB SuperSpeed Plus ports 2 6 Slim optical drive optional NOTE The combo jack supports headphones line output devices microphones line input devices or CTIA style headsets NOTE The light on the power button is normally white when the power is on If the light flashes red the computer displays a diagnostic code to indicate a problem 2 Chapter 1 Product features ...

Page 11: ...udio devices 6 USB SuperSpeed ports 2 NOTE Your computer model might have additional optional ports available from HP When a graphics card is installed in one of the system board slots you can use the video connectors on the graphics card or the integrated graphics on the system board The specific graphics card installed and software configuration determines the behavior NOTE You can disable the s...

Page 12: ...ach computer has a unique serial number and a product ID number that are located on the exterior of the computer Keep these numbers available for use when contacting customer service for assistance 4 Chapter 1 Product features ...

Page 13: ...scription 1 System fan 2 Processor fan 3 Power supply 310 W SFF epa 90 GOLD 180 W SFF epa 90 GOLD 4 Drive cage 5 Access cover 6 System board includes replacement thermal material Equipped with a KaiXian KX U6780A ZX 200 2 70 GHz processor and the NetC and Windows 10 operating systems Equipped with a KaiXian KX U6780A ZX 200 2 70 GHz processor and the NetC operating system Equipped with a KaiXian K...

Page 14: ...GB M 2 2280 PCIe NVMe value solid state drive 256 GB M 2 2280 PCIe NVMe SS solid state drive with TLC 256 GB 2 5 in SATA 3 solid state drive with TLC 128 GB M 2 2280 PCIe NVMe solid state drive with TLC 128 GB 2 5 in SATA 3 solid state drive with TLC 12 Hard drive 7200 RPM SATA 3 5 in 2 TB 1 TB 500 GB 13 Front bezel 14 Chassis Memory modules DDR4 2666 1 2 V 8 GB 4 GB Cables Table 2 2 Cables and th...

Page 15: ...e s Republic of China 2 Mouse HP PS 2 optical mouse HP USB antimicrobial mouse HP USB optical mouse USB mouse Drives Table 2 4 Drives and their descriptions Description Hard drives 7200 RPM SATA 3 5 in 2 TB 1 TB 500 GB Solid state drives 512 GB M 2 2280 PCIe NVMe value solid state drive 256 GB M 2 2280 PCIe NVMe value solid state drive 256 GB M 2 2280 PCIe NVMe SS solid state drive with TLC 256 GB...

Page 16: ...rge contains enough power to alter device parameters or melt silicon junctions IMPORTANT To prevent damage to the device when you are removing or installing internal components observe these precautions Keep components in their electrostatic safe containers until you are ready to install them Before touching an electronic component discharge static electricity by using the guidelines described in ...

Page 17: ...ers until they arrive at static free stations Place items on a grounded 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 follow...

Page 18: ...terials such as ordinary plastic assembly aids and polystyrene foam Use field service tools such as cutters screwdrivers and vacuums that are conductive Recommended materials and equipment HP recommends the following materials and equipment to prevent static electricity Antistatic tape Antistatic smocks aprons or sleeve protectors Conductive bins and other assembly or soldering aids Conductive foa...

Page 19: ...sted above will still apply 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 solvents or flammable solutions to clean the computer 2 Never immerse any par...

Page 20: ...like the space bar from the keyboard If these keys are improperly removed or installed the keyboard may not function properly You can clean under a key with a swab moistened with isopropyl alcohol and squeezed out Be careful not to wipe away lubricants necessary for proper key functions Use tweezers to remove any fibers or dirt in confined areas Allow the parts to air dry before reassembly Cleanin...

Page 21: ...annot be caught or snagged by parts being removed or replaced IMPORTANT When servicing This computer be sure to place cables in their proper location during the reassembly process Improper cable placement can damage the computer Hard drives Handle hard drives as delicate precision components avoiding all physical shock and vibration This applies to failed drives as well as replacement spares If a ...

Page 22: ...s in power cable 15 Maximum data cable length 100 cm 39 37 in Data interface voltage differential 400 mV 700 mV Drive voltages 3 3 V 5 V 12 V Jumpers for configuring drive N A Data transfer rate 6 0 Gbps SMART ATA drives The Self Monitoring Analysis and Recording Technology SMART ATA drives for the HP Personal Computers have built in drive failure prediction that warns the user or network administ...

Page 23: ... sliding or moveable parts to prevent them from being cut or crimped when the parts are moved When folding a flat ribbon cable never fold to a sharp crease Sharp creases may damage the wires Do not bend any cable sharply A sharp bend can break the internal wires Never bend a SATA data cable tighter than a 30 mm 1 18 in radius Never crease a SATA data cable SMART ATA drives 15 ...

Page 24: ... computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer IMPORTANT Turn off the computer before disconnecting any cables Regardless of the power state voltage is always present on the system board as long as the system is p...

Page 25: ... 1 Optical drive descriptions and part numbers Description Hard drives 2 5 inch 1 TB 7200 rpm hard drive SSHD hybrid SSD 500 GB 7200 rpm hard drive 500 GB SSHD hybrid SSD Grommet hard drive Before removing the optical drive follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 Remove the optical drive 1 Di...

Page 26: ...3 While pressing the release lever outward slide the optical drive out of the bay 4 Reverse this procedure to replace the optical drive 18 Chapter 4 Removal and replacement procedures ...

Page 27: ...cal drive Optical drive on page 17 Remove the drive cage 1 Remove the four Torx screws that secure the drive cage to the computer chassis 1 2 From the computer rear panel slide the drive cage toward you 2 3 Swing the rear edge of the drive cage 3 up and away from you until it releases from the computer chassis 4 Remove the drive cage 4 To install the drive cage reverse the removal procedures Drive...

Page 28: ...ical drive on page 17 4 Remove the drive cage Drive cage on page 19 Remove the hard drive 1 Disconnect the hard drive power cable 1 from the hard drive 2 Disconnect the hard drive data cable 2 from the hard drive 3 Remove the four Torx screws 3 that secure the hard drive to the drive cage 4 Remove the hard drive 4 To install the hard drive reverse the removal procedures 20 Chapter 4 Removal and re...

Page 29: ...e the drive cage Drive cage on page 19 Remove the front bezel 1 From the rear panel of the computer disconnect the power button board cable 1 from the system board 2 Disengage the front bezel tabs 2 from the top edge of the computer chassis 3 Swing the top edge of the front bezel 3 down and away from the computer chassis 4 Release the power button board cable through the opening 4 in the computer ...

Page 30: ...e 19 5 Remove the front bezel Front bezel on page 21 Remove the power button board 1 Remove the two Phillips screws 1 that secure the power button board to the front bezel 2 Remove the power button board 2 from the front bezel 3 If it is necessary to replace the power button board cable disconnect the cable from the connector 3 on the power button board 4 Remove the power button board To install t...

Page 31: ... on page 16 2 Remove the access panel Access panel on page 17 Remove the WLAN module 1 Disconnect the antenna cables from the module 1 NOTE The WLAN antenna cable labeled 1 MAIN connects to the WLAN module Main terminal The WLAN antenna cable labeled 2 AUX connects to the WLAN module Aux terminal 2 Remove the screw 2 that secures the module to the computer 3 Pull the module to remove it from the s...

Page 32: ...puter for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 Remove the solid state drive 1 Remove the Phillips screw 1 that secures the solid state drive to the slot 2 Lift the solid state drive to a 45 degree angle and then pull the solid state drive 2 away from the slot To install the M 2 solid state drive reverse the removal procedures NOTE M 2...

Page 33: ...d with up to 16 GB of memory DDR4 SDRAM SODIMMs For proper system operation the SODIMMs must be Industry standard 204 pin Unbuffered non ECC PC4 17000 DDR4 2666 MHz compliant 1 5 V DDR4 SDRAM SODIMMs or 1 35 V DDR4L SDRAM SODIMMs The DDR4 SDRAM SODIMMs must also Support CAS latency 11 DDR4 2666 MHz 17 17 17 timing Contain the mandatory Joint Electronic Device Engineering Council JEDEC specificatio...

Page 34: ...is determined by the slowest SODIMM in the system Replacing SODIMMs IMPORTANT You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules Regardless of the power state voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet Adding or removing memory modules while voltage is...

Page 35: ... the SODIMM down 2 so that the latches lock it in place NOTE A memory module can be installed in only one way Match the notch on the module with the tab on the memory socket The computer automatically recognizes the additional memory when you turn on the computer Memory module 27 ...

Page 36: ...6 2 Remove the access panel Access panel on page 17 Remove the system fan 1 Disconnect the system fan cable from the system board 1 2 Remove the two Phillips screws that secure the system fan to the computer 2 3 Remove the system fan 3 To install the system fan reverse the removal procedure 28 Chapter 4 Removal and replacement procedures ...

Page 37: ...isassembly on page 16 2 Remove the access panel Access panel on page 17 Remove the I O board 1 Disconnect the I O board cable from the system board 1 2 Release the retention gate 2 that secures the I O board to the computer 3 Remove the I O board 3 To install the I O board reverse the removal procedure I O board 29 ...

Page 38: ...e the access panel Access panel on page 17 Remove the processor fan 1 Disconnect the processor fan cable from the system board 1 2 Loosen the four Phillips captive screws that secure the processor fan to the computer 2 3 Remove the processor fan 3 To install the processor fan reverse the removal procedure 30 Chapter 4 Removal and replacement procedures ...

Page 39: ...ng the heat sink follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Remove the processor fan Processor fan on page 30 Remove the heat sink 1 In the order indicated on the heat sink loosen the four Torx captive screws 1 2 Remove the heat sink 2 IMPORTANT Be sure to loosen the screws in the order indica...

Page 40: ...ly 1 Disconnect the power supply P1 cable 1 from the system board 2 Disconnect the power supply P2 cable 2 from the system board 3 Disconnect the power supply P3 cable 3 from the system board 4 Release the power supply cables from the retention clips 1 2 and 3 built into the computer chassis 5 From the rear panel of the computer remove the three Torx screws 1 that secure the power supply to the co...

Page 41: ...e computer press down and hold the power supply retention tab 2 7 Slide the power supply 3 toward the front of the computer 8 Remove the power supply 4 To install the power supply reverse the removal procedure Power supply 33 ...

Page 42: ...or fan Processor fan on page 30 f Heat sink Heat sink on page 31 NOTE When replacing the system board be sure to remove the following components from the defective system board and install them on the replacement system board WLAN module WLAN module on page 23 Solid state drive M 2 solid state drive on page 24 Memory module Memory module on page 25 Remove the system board 1 Disconnect the power su...

Page 43: ...nstall the system board reverse the removal procedures NOTE When replacing the system board you must change the chassis serial number in the BIOS When replacing the system board you must reprogram the SMBIOS information on the affected computer Failure to reprogram the board will result in eventual failure such as an activation failure need to reactivate the system or a system recovery failure Upd...

Page 44: ...ased from HP Before changing computer configuration follow these steps Prepare the computer for disassembly Preparation for disassembly on page 16 Change computer configuration 1 Orient the computer so that its right side is facing up and place the computer in the optional stand NOTE To stabilize the computer in a tower orientation HP recommends the use of the optional tower stand 2 Reconnect the ...

Page 45: ...hing red The flashing lights are error codes that will help you diagnose the problem See POST error messages on page 70 for more information If you are working on a network plug another computer with a different cable into the network connection There might be a problem with the network plug or cable If you recently added new hardware remove the hardware and see if the computer functions properly ...

Page 46: ...re information Press and hold any key If the system beeps then the keyboard should be operating correctly Check all cable connections for loose connections or incorrect connections Wake the computer by pressing any key on the keyboard or pressing the power button If the system remains in suspend mode shut down the computer by pressing and holding the power button for at least four seconds then pre...

Page 47: ...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 po...

Page 48: ...mputer cover or access panel 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 Solut...

Page 49: ...tart the computer Computer powered off automatically and the oower light flashes red four times and then white two times Cause Solution Processor thermal protection activated A fan might 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 blocked and the processor cooling fan is running 2 Open the access panel press the ...

Page 50: ...uipped with a voltage selector voltage selector switch on rear of computer chassis some models not switched to correct line voltage 115 V or 230 V Select the proper AC voltage using the selector switch Power supply will not turn on because of internal power supply fault Replace the power supply Computer powered off automatically and the power light flashes red two times once every second followed ...

Page 51: ...board Solving hard drive problems Hard drive error occurs Cause Solution Hard disk has bad sectors or has failed 1 In Windows 10 type file in the taskbar search box and then select File Explorer from the list of applications In the left column expand This PC right click on a drive select Properties and then select the Tools tab Under Error checking click Check 2 Use a utility to locate and block u...

Page 52: ...system files for the appropriate operating system Hard drive boot has been disabled in Computer Setup Run the Computer Setup utility and enable the hard drive entry in the Advanced Boot Options list Bootable hard drive is not attached as first in a multiple hard drive configuration If attempting to boot from a hard drive ensure it is attached to the system board dark blue SATA connector Bootable h...

Page 53: ...ive buttons on the front of the computer Audio is hidden in Computer Setup Enable the audio in Computer Setup Advanced Built in Device Options The external speakers are not turned on Turn on the external speakers 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 speak...

Page 54: ...ake 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 OK...

Page 55: ...rd needs repairs See the Worldwide Limited Warranty for terms and conditions Computer is in the Sleep state Press the power button to resume from the Sleep state IMPORTANT When attempting to resume from the Sleep date do not hold down the power button for more than 4 seconds Otherwise the computer will shut down and you will lose any unsaved data Mouse does not respond to movement or is too slow C...

Page 56: ...surfaces or both be sure to disconnect the power cord from the AC outlet and allow the internal system components to cool before touching A new device is not recognized as part of the system Cause Solution Cable s of new external 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 ...

Page 57: ...r 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 DIMM1 must be installed before DIMM3 3 Replace third party memory with HP memory 4 Replace the system board Solving network problems Some common causes and solutions for network problems are listed in the following table These guidelines d...

Page 58: ...cs reports a failure Cause Solution The cable is not securely connected Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device The cable is attached to the incorrect connector Ensure that the cable is attached to the correct connector There is a problem with the cable or a device at the other end of the cab...

Page 59: ... 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 IMPORTANT Power may still be supplied to the DIMMs when the computer is turned off depending on the Management Engine ME settings T...

Page 60: ...se 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 need You have run out of memo...

Page 61: ...ns Removable Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable booting to removable media in Advanced Boot Options Ensure USB is enabled in Storage Boot Order The computer boots to DOS after making a bootable flash drive Cause Solution Flash drive is bootable Install the flash drive only after the operating system boots Flash drive is defective Try a di...

Page 62: ...e Browsing history section click the Delete button 4 Select the Cookies and website data check box and click the Delete button Cannot automatically launch Internet programs Cause Solution You must log on to your ISP before some programs will start Log on to your ISP and launch the program Solving software problems Most software problems occur as a result of the following situations The application...

Page 63: ... Microsoft certified for your version of Windows Verify that the software is certified by Microsoft for your version of Windows see program packaging for This information Configuration files are corrupt If possible save all data close all programs and restart the computer Solving software problems 55 ...

Page 64: ...wer management virtualization support and language and keyboard type used in Setup and POST Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers Enable or disable DriveLock security or securely erase a hard drive when supported by drive Using Computer Setup F10 Utilities Computer Setup can be accessed only by turning the co...

Page 65: ...the Advanced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been saved then factory defaults are used NOTE Settings in the Security menu are not modified by Apply Defaults Those values are reset by Restore Security Settings to Factory Defaults at the bottom of the Security menu NOTE Not all settings shown in the fol...

Page 66: ...lled module System BIOS version ME Firmware version Intel only Video BIOS version Reference code revision Super I O firmware version USB Type C controller firmware version Born on date Serial number SKU number UUID Universally Unique Identifier Asset tracking number Feature byte Build ID Product family System board ID System board CT number Panel type Panel serial number Integrated MAC Address Sys...

Page 67: ...comes active Using a custom URL is recommended only for a managed IT environment Automatic BIOS Update Setting Allows configuration of a periodic check for updates NOTE If Microsoft Windows BitLocker Drive Encryption BDE is enabled it must be temporarily suspended before the BIOS is flashed Do not update Checking for updates and prompt the user to accept or reject the update at that time Checking ...

Page 68: ...puter Setup Security NOTE Support for specific Computer Setup options can vary depending on the hardware configuration Table 6 2 Computer Setup Security Option Description Create BIOS Administrator Password Lets you set and enable a BIOS administrator password which controls access to the following features Setup Menu F10 3rd Party Option ROM Management F3 Update system ROM WMI commands that chang...

Page 69: ...ns turn the TPM off instead of clearing it IMPORTANT Clearing the TPM resets it to factory defaults and turns it off You will lose all created keys and data protected by those keys TPM Activation Policy F1 to boot Allow user to reject No prompts BIOS SureStart Verify Boot Block on every boot Select to enable HP SureStart BIOS Data Recovery Policy Select Automatic or Manual to determine data recove...

Page 70: ...erts the user with a POST error on the first boot after the sensor detects removal of the cover If the password is set Administrator Password requires that the password be entered to boot the computer if the sensor detects that the cover has been removed Intel Software Guard Extensions SGX Intel SGX is a set of processor code instructions from that allows user level code to allocate private region...

Page 71: ...ent cold boot sequence NOTE This selection appears only when at least one drive that supports the DriveLock feature is attached to the system IMPORTANT Be aware that these settings take place immediately A save is not necessary IMPORTANT Be sure to document the DriveLock password Losing a DriveLock password will render a drive permanently locked After you select a drive the following options are a...

Page 72: ...s During Boot Default is enabled When disabled most audible beeps from errors warnings and password prompts during boot up are suppressed UEFI Boot Order Default is enabled Specify the order in which UEFI boot sources such as a internal hard drive USB hard drive USB optical drive or internal optical drive are checked for a bootable operating system image UEFI boot sources always have precedence ov...

Page 73: ...oot Default is disabled Reset Secure Boot keys to factory defaults Default is disabled Enable MS UEFI CA key Disabling This setting alters the Secure Boot key list to further restrict the allowed software components Set This option to disable to support Device Guard Ready BIOS for Device Guard Use Requires BIOS Administrator password to be configured and Secure Boot to be enabled System Options Co...

Page 74: ...e graphics memory allocation The value you choose is allocated permanently to graphics and is unavailable to the operating system Integrated Camera Clear to disable the integrated camera Default is enabled Audio Device Select to show the device in the operating system Default is enabled Integrated Microphone Clear to disable the integrated microphone This does not affect devices plugged into audio...

Page 75: ... keyboard and mouse Allow all but storage devices and hubs When some devices are restricted the system will disable USB ports that do not meet the allowed criteria This feature is usually combined with similar policies within the operating system since USB devices can be moved to different ports The ports disabled by the BIOS will remain disabled until the system is restarted USB Type C Controller...

Page 76: ...ycles of 3 blinks and a pause S4 Hibernation 4 blinks at 1 Hz 50 duty cycle followed by a pause of 2 seconds white light repeated cycles of 4 blinks and a pause S5 Soft Off Light is off Electronic labels Displays system labels Remote Management Options Active Management AMT Intel only enable disable Default is enabled Allows you to discover repair and protect networked computing devices USB Key Pr...

Page 77: ...he operating system image and would indicate that a hang occurred during its initialization OS Watchdog Timer min 5 10 15 20 25 Default is 5 min BIOS Watchdog Timer min 5 10 15 20 25 Default is 5 min CIRA Timeout min 1 2 3 4 Never CIRA is Customer Initiated Remote Assistance an Intel service to help users employing Active Management Technology AMT Computer Setup F10 utilities 69 ...

Page 78: ...NOTE For more information on Computer Setup see Computer Setup F10 Utility on page 56 POST numeric codes and text messages This section covers those POST errors that have numeric codes associated with them The section also includes some text messages that might be encountered during POST NOTE The computer will beep once after a POST text message is displayed on the screen Control panel message Des...

Page 79: ...tly installed 2 Verify proper memory module type 3 Remove and replace the identified faulty memory module s 4 If the error persists after replacing memory modules replace the system board 213 Incompatible Memory Module in Memory Socket s X X A memory module in memory socket identified in the error message is missing critical SPD information or is incompatible with the chipset 1 Verify proper memor...

Page 80: ...ve firmware patch that will fix an erroneous error message 1 Determine if hard drive is giving correct error message Run the Drive Protection System test under using F2 Diagnostics when booting the computer 2 Apply hard drive firmware patch if applicable Available at http www hp com support 3 Back up contents and replace hard drive 2212 USB Key Provisioning failure writing to device USB device use...

Page 81: ...ined on the USB key is not a valid version for the current ME firmware 1 Reboot the computer 2 If the error persists and system BIOS has been recently updated restore previous system BIOS version Otherwise update the ME firmware version 3 If the error still persists replace the system board Invalid Electronic Serial Number Electronic serial number is missing Enter the correct serial number in Comp...

Page 82: ... Processor thermal protection activated A fan might be blocked or not turning OR The heat sink fan assembly is not properly attached to the processor 1 Ensure that the computer air vents are not blocked and the cooling fan is running 2 Open hood press power button and see if the fan spins If the processor fan is not spinning make sure the fan s cable is plugged onto the system board header 3 If fa...

Page 83: ...8 Invalid ROM based on bad checksum 1 Reflash the system ROM with the latest BIOS image 2 Replace the system board Red power light flashes nine times once every second followed by a two second pause Beeps stop after fifth iteration but lights 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 co...

Page 84: ...ords You must restore the jumper to create new passwords IMPORTANT Pushing the CMOS button with power removed resets the BIOS settings to factory defaults It can be useful to back up the BIOS settings or save them as custom defaults before resetting them in case they are needed later Back up can be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Comput...

Page 85: ...ord jumper is either green or blue so that it can be easily identified For assistance locating the password jumper and other system board components see the system board components image at System board callouts on page 36 5 Remove the jumper from pins 1 and 2 6 Place the jumper on either pin 1 or 2 but not both so that it does not get lost 7 Replace the access panel and reconnect the external equ...

Page 86: ...shown current password 4 Press Enter Clearing and resetting the CMOS The computer s configuration memory CMOS stores information about the computer s configuration The CMOS button resets CMOS but does not clear the power on and setup passwords 1 Turn off the computer and any external devices and disconnect the power cord from the power outlet 2 Disconnect the keyboard monitor and any other externa...

Page 87: ... The CMOS button will not clear CMOS if the power cord is connected NOTE For assistance locating the CMOS button and other system board components see the system board components image at System board callouts on page 36 5 Replace the access panel 6 Reconnect the external devices 7 Plug in the computer and turn on power NOTE You will receive POST error messages after clearing CMOS and rebooting ad...

Page 88: ...cess HP PC Hardware Diagnostics Windows from HP Support Assistant a Type support in the taskbar search box and then select the HP Support Assistant app or Select the question mark icon in the taskbar b Select Troubleshooting and fixes c Select Diagnostics and then select HP PC Hardware Diagnostics Windows 2 When the tool opens select the type of diagnostic test that you want to run and then follow...

Page 89: ...me or number in the search box that is displayed 3 In the Diagnostics section select Download and then follow the on screen instructions to select the specific Windows diagnostics version to be downloaded to your computer or USB flash drive The tool downloads to the selected location Installing HP PC Hardware Diagnostics Windows To install HP PC Hardware Diagnostics Windows follow these steps Navi...

Page 90: ...are Diagnostics UEFI tool to a USB flash drive see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 82 b Hard drive c BIOS 3 When the diagnostic tool opens select a language select the type of diagnostic test you want to run and then follow the on screen instructions Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI t...

Page 91: ... NOTE HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version follow these steps 1 Go to http www hp com go techcenter pcdiags The HP PC Diagnostics home page is displayed 2 Select Download Remote Diagnostics and...

Page 92: ...h drive to run remote diagnostics Set a location for storing the test results You can also set the user name and password that you use for uploads Display status information about the diagnostics run previously To customize Remote HP PC Hardware Diagnostics UEFI settings follow these steps 1 Turn on or restart the computer and when the HP logo appears press f10 to enter Computer Setup 2 Select Adv...

Page 93: ...covery process IMPORTANT For a tablet with a detachable keyboard connect the tablet to the keyboard base before beginning any recovery process Backing up information and creating recovery media Using Windows tools IMPORTANT Windows is the only option that allows you to back up your personal information Schedule regular backups to avoid information loss You can use Windows tools to back up personal...

Page 94: ...nstructions To recover your system Insert the HP Recovery media and then restart the computer Changing the computer boot order If your computer does not restart using the HP Recovery media you can change the computer boot order This is the order of devices listed in BIOS where the computer looks for startup information You can change the selection to an optical drive or a USB flash drive depending...

Page 95: ...thout installed recovery software Using HP Sure Recover an administrator or user can restore the system and install Latest version of the operating system Platform specific device drivers Software applications in the case of a custom image To access the latest documentation for HP Sure Recover go to http www hp com support Select Find your product and then follow the on screen instructions Restori...

Page 96: ...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 V ac or 250 V 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 8 m 6 ft and 3 6 m 12 f...

Page 97: ...or 0 75mm2 conductor size Power cord set fittings appliance coupler and 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 plug must be a 2 pole grounding type with a NEMA 5 15P 15 A 125 V or NEMA 6 15P 15 A 250 V configuration 3 Appliance coupler flexible c...

Page 98: ...n contain personal data Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is displayed at the bottom of the screen NOTE If the system has a BIOS administrator password enter the password at the prompt b Select Main select Apply...

Page 99: ...print Sensor press or tap F1 to accept or F2 to reject l Remove all power and system batteries for at least 24 hours 2 Complete one of the following Remove and retain the storage drive or Clear the drive contents by using a third party utility designed to erase data from an SSD or Clear the contents of the drive by using the following BIOS Setup Secure Erase command option steps IMPORTANT If you c...

Page 100: ... not write protected Controller NIC EEPROM 64 KB not customer accessible No Yes Stores NIC configuration and NIC firmware NIC EEPROM is programmed using a utility from the NIC vendor that can be run from DOS A utility must be used to write data to This memory and is available from the NIC vendor Writing data to This ROM in an inappropriate manner will render the NIC non functional DIMM Serial Pres...

Page 101: ...rmware updates digitally signed by Intel can be applied using This utility Bluetooth flash select products only 2 Mb No Yes Stores Bluetooth configuration and firmware Bluetooth flash is programmed at the factory Tools for writing data to This memory are not publicly available but can be obtained from the silicon vendor A utility must be used for writing data to This memory and is made available t...

Page 102: ...diagnostics The UEFI BIOS provides functionality beyond that of the legacy BIOS In addition the UEFI BIOS works to initialize the computer s hardware before loading and executing the OS the run time environment allows the loading and execution of software programs from storage devices to provide more functionality such as advanced hardware diagnostics with the ability to display more detailed syst...

Page 103: ... Boot Keys but make the selection to clear or delete all Secure Boot Keys a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is displayed at the bottom of the screen b Select the Advanced menu select Secure Boot Configuration select Restore Secure Boot Keys and then follow the on screen instructions Using HP Sure Start select models only Selec...

Page 104: ...elative Humidity noncondensing Operating 10 to 90 Nonoperating 38 7 C max wet bulb 5 to 95 Power Supply Operating Voltage Range 90 V ac to 264 V ac Rated Voltage Range1 100 V ac to 240 V ac Rated Line Frequency 50 Hz to 60 Hz Operating Line Frequency 47 Hz to 63 Hz Standard efficiency 65 W 87 efficient DC Output 19 5 V Current Leakage NFPA 99 250 µA 1 This system utilizes an active power factor co...

Page 105: ...ive problems 53 flashing lights 74 front bezel illustrated 6 removal and replacement 21 front panel components 2 G general problems 39 grounding methods 9 H hard drive illustrated 6 proper handling 13 removal and replacement 20 SATA characteristics 14 hard drive problems 43 hardware installation problems 48 heat sink removal and replacement 31 helpful hints 38 HP PC Hardware Diagnostics UEFI downl...

Page 106: ...3 using 83 removal and replacement drive cage 19 front bezel 17 21 hard drive 20 heat sink 31 I O board 29 memory 26 power button board 22 power supply 32 processor fan 30 solid state drive 24 system board 34 system fan 28 WLAN module 23 removing optical drive 17 removing personal data from volatile system memory 90 resetting CMOS 76 password jumper 76 restoring 85 S safety and comfort 37 safety p...

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