HP Desktop Pro A G2 Maintenance And Service Manual Download Page 1

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Maintenance and Service Guide

HP Desktop Pro A G2

Summary of Contents for Desktop Pro A G2

Page 1: ...Maintenance and Service Guide HP Desktop Pro A G2 ...

Page 2: ...most models Some features may not be available on your computer Not all features are available in all editions or versions of Windows Systems may 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 ove...

Page 3: ... 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 device and the AC adapter comply with the user accessible surface temperature limits defined by the International Standard for Safety of Info...

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

Page 5: ...age to equipment 9 Personal grounding methods and equipment 9 Grounding the work area 9 Recommended materials and equipment 10 Operating guidelines 10 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 13 Power supply fan 13 Tools and software requirements 13 Screws 13 Ca...

Page 6: ... 5 inch hard drive 30 Removing a 2 5 inch hard drive 31 Installing a 2 5 inch hard drive 31 Memory 33 Populating DIMM sockets 33 Removing and installing DIMMs 34 Fan duct 36 Fan sink 37 Processor 39 Power supply 40 Wireless antenna 42 System board 43 5 Troubleshooting without diagnostics 45 Safety and comfort 45 Before you call for technical support 45 Helpful hints 46 Solving general problems 47 ...

Page 7: ...ry media 80 Using Windows tools 80 Using the HP Cloud Recovery Download Tool to create recovery media select products only 80 Restoring and recovery 81 Restoring resetting and refreshing using Windows tools 81 Recovering using HP Recovery media 81 Changing the computer boot order 81 8 POST error messages and diagnostic front panel LEDs and audible codes 82 POST numeric codes and text messages 82 I...

Page 8: ...mote HP PC Hardware Diagnostics UEFI settings select products only 94 Downloading Remote HP PC Hardware Diagnostics UEFI 94 Downloading the latest Remote HP PC Hardware Diagnostics UEFI version 94 Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number 94 Customizing Remote HP PC Hardware Diagnostics UEFI settings 94 11 Battery replacement 96 12 Power cord set requirements 99 ...

Page 9: ... Product features Features may vary depending on the model For support assistance and to learn more about the hardware and software installed on your computer model run the HP Support Assistant utility 1 ...

Page 10: ... 3 Audio out headphone jack 4 USB SuperSpeed ports 2 5 USB 2 0 ports 2 NOTE The light on the power button is normally white when the power is on If it is flashing red there is a problem with the computer and it is displaying a diagnostic code Refer to Interpreting system validation diagnostic front panel LEDs and audible codes on page 87 to interpret the code 2 Chapter 1 Product features ...

Page 11: ...ot 9 Optional serial port NOTE When a graphics card is installed in one of the system board slots the video connectors on the graphics card and or the integrated graphics on the system board may be used The specific graphics card installed and software configuration will determine the behavior The system board graphics can be disabled by changing settings in BIOS F10 Setup Rear panel components 3 ...

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: ...for your computer go to http partsurfer hp com select your country or region and then follow the on screen instructions Computer major components Item Description 1 Fan sink includes replacement thermal material 2 System board includes replacement thermal material 3 Fan duct 4 Chassis 5 Power supply 310 W 180 W Computer major components 5 ...

Page 14: ...cement thermal material Ryzen 5 PRO 2400G processor Ryzen 3 PRO 2200GE processor Ryzen 3 PRO 2100GE processor 10 Front bezel Memory module UDIMM non ECC 1 2v PC4 2666 16 GB 8 GB 8 GB Brazil only 4 GB SATA data cable 120 mm 2 straight ends 220 mm 1 straight end 1 angled end 150 mm 2 straight ends SATA drive power cable SATA drive power cable second hard drive 240 mm 150 mm WLAN module Realtek 802 1...

Page 15: ...t option card PCIe 1 not illustrated Miscellaneous parts Description Internal single wireless antenna Antenna cover USB to serial port adapter PS 2 module Bezel blank slim optical drive Keyboard USB Essential PS 2 slim Antimicrobial USB Katydid Mouse PS2 optical USB optical USB USB antimicrobial USB hardened Power cord Miscellaneous parts 7 ...

Page 16: ... 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 device parameters or melt silicon junctions Generating static The following table shows the following about static electricity Different activities generate dif...

Page 17: ...connected and fit snugly into the banana plug connector on the grounding mat or workstation Heel straps Toe straps Boot straps can be used at standing workstations and are compatible with most types of shoes or boots On conductive floors or dissipative floor mats use them on both feet with a maximum of one megohm 10 resistance between the operator and ground Static Shielding Protection Levels Meth...

Page 18: ... computer on a sturdy level surface Leave a 10 2 cm 4 in clearance on all vented sides of the computer and above the monitor to permit the required airflow Never restrict the airflow into the computer by blocking any vents or air intakes Do not place the keyboard with the keyboard feet down directly against the front of the desktop unit as this also restricts airflow Occasionally clean the air ven...

Page 19: ...er cleaning cloth or a chamois static free cloth without oil Static free cloth wipes For stronger stains use a mild dishwashing liquid diluted with water Rinse well by wiping the surface with a cloth or swab dampened with clear water CAUTION Avoid strong cleaning solvents or germicidal wipes that can permanently damage your computer If you are not sure that a cleaning product is safe for your comp...

Page 20: ...board may not function properly Cleaning the monitor Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for cleaning monitors CAUTION Do not use sprays or aerosols directly on the screen the liquid may seep into the housing and damage a component Never use solvents or flammable liquids on the monitor To clean the monitor body follow the procedures in Clean...

Page 21: ...ct 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 Metric screws have a black finish U S screws have a silver finish and are used on hard drives only CAUTION As each subassembly is removed from the computer it should be placed a...

Page 22: ...t comes with the computer provides power to the real time clock and has a minimum lifetime of about three years For instructions on replacement procedures see the appropriate removal and replacement chapter in this guide for the chassis you are working on WARNING This computer contains a lithium battery There is a risk of fire and chemical burn if the battery is handled improperly Do not disassemb...

Page 23: ...inent it generates a fault alert Cable management Always follow good cable management practices when working inside the computer Keep cables away from major heat sources like the fan sink Do not jam cables on top of expansion cards or memory modules Printed circuit cards like these are not designed to take excessive pressure on them Keep cables clear of sliding or moveable parts to prevent them fr...

Page 24: ... off any external devices 4 Disconnect the power cord from the AC outlet and disconnect any external devices 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 on state voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet Adding...

Page 25: ...anel 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Loosen the Torx screw 1 3 Slide the access panel back about 2 cm 0 75 in and then lift it off the computer 2 To replace the access panel reverse the disassembly procedures Access panel 17 ...

Page 26: ...CPU_FAN Processor fan 10 M2_WIFI WLAN module 3 DIMM1 Memory module 11 PCI PCI expansion card 4 DIMM2 Memory module 12 X1PCIEXP1 PCIe 1 expansion card 5 BAT RTC battery 13 X16PCIEXP PCIe 16 expansion card 6 SATA1 Any SATA device other than the primary hard drive 14 CLR_CMOS PSWD Clear system passwords 7 SATA0 Primary hard drive 15 PROCESSOR Processor 8 SATAPWR Drive power 18 Chapter 4 Removal and r...

Page 27: ...ess panel Access panel on page 17 3 Disconnect the antenna cable 1 from the terminal on the WLAN module 4 Remove the Phillips screw 2 that secures the WLAN module to the computer The edge of the module opposite the slot rises away from the computer 5 Remove the WLAN module 3 by pulling the module away from the slot at an angle NOTE WLAN modules are designed with a notch to prevent incorrect insert...

Page 28: ...bly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the computer chassis 4 Before installing an expansion card remove the expansion slot cover or the existing expansion card NOTE Before removing an installed expansion card disconnect any cabl...

Page 29: ...her components b If you are removing a PCI Express 1 or PCI expansion card remove the Torx screw that secures the card to the back of the chassis 1 and then lift the card straight up 2 to remove it Be sure not to scrape the card against other components TIP PCI and PCI Express 1 sockets do not have a retention arm NOTE The following image shows a PCIe expansion card Expansion cards 21 ...

Page 30: ...internal components during operation 7 To install a new expansion card hold the card just above the expansion socket on the system board and then move the card toward the rear of the chassis so that the bottom of the bracket on the card slides into the small slot on the chassis Press the card straight down into the expansion socket on the system board 1 Install the screw 2 NOTE The following image...

Page 31: ...y Front bezel 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Lift up the three tabs on the top of the bezel 1 and then rotate the bezel off the chassis 2 To replace the front bezel reverse the disassembly procedures Front bezel 23 ...

Page 32: ...assembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Remove the front bezel Front bezel on page 23 4 Position the front bezel with the inside facing you 5 Press the four tabs that secure the bezel blank one on each end two in the middle 1 and then push the blank out from the inside to the outside of the front bezel 2 24 Chapter 4 Removal and replaceme...

Page 33: ...r products that have magnetic fields such as monitors or speakers If a drive must be mailed place the drive in a bubble pack mailer or other protective packaging and label the package Fragile Handle With Care Drive positions Drive positions 1 3 5 inch hard drive 2 2 5 inch hard drive or 9 5 mm optical drive NOTE The drive configuration on your computer may be different than the drive configuration...

Page 34: ... cable 2 from the rear of the optical drive IMPORTANT When removing the cables pull the tab or connector instead of the cable itself to avoid damaging the cable 4 Push the green release latch on the rear of the drive toward the center of the drive 3 and then slide the drive forward and out of the front of the computer 4 26 Chapter 4 Removal and replacement procedures ...

Page 35: ... If this is the first time an optical drive has been installed in this computer and the metal slot cover is installed in the front of the chassis remove the metal cover by inserting a screwdriver and prying the cover loose 5 Slide the optical drive through the front of the chassis all the way into the bay 1 so that the green latch locks onto the chassis frame 6 Connect the power cable 2 and data c...

Page 36: ...uter for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Remove the optical drive Removing the optical drive on page 25 4 Remove the front bezel Front bezel on page 23 5 Remove the Torx screw from the front of the chassis 1 6 Disconnect the power and data cables from the hard drive 2 7 Remove the cables from the hook on the front of the drive ...

Page 37: ...nsert the drive power cable into the hook on the side of the drive cage 5 10 Install the Torx screw into the front of the chassis 6 11 Reassemble the computer Removing a 3 5 inch hard drive NOTE Before you remove the old hard drive be sure to back up the data from the old hard drive so that you can transfer the data to the new hard drive 1 Prepare the computer for disassembly Preparation for disas...

Page 38: ...l on page 17 3 If installed remove the optical drive Removing the optical drive on page 25 4 Remove the front bezel Front bezel on page 23 5 Remove the drive cage Removing the drive cage on page 28 6 Slide the hard drive into the drive cage 1 7 Install the three Torx screws 2 that secure the drive to the drive cage 8 Reassemble the computer 30 Chapter 4 Removal and replacement procedures ...

Page 39: ...e on page 29 7 Remove the three Torx screws that secure the hard drive to the drive cage 1 8 Remove the drive from the drive cage 2 Installing a 2 5 inch hard drive 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 If installed remove the optical drive Removing the optical drive on page 25 4 Remove the front bezel Fron...

Page 40: ...8 Install the three Torx screws 2 that secure the drive to the drive cage 9 Reassemble the computer 32 Chapter 4 Removal and replacement procedures ...

Page 41: ...g DIMM sockets There are two memory sockets on the system board labeled DIMM1 and DIMM2 The system will automatically operate in single channel mode dual channel mode or flex mode depending on how the DIMMs are installed NOTE Single channel and unbalanced dual channel memory configurations will result in inferior graphics performance The system will operate in single channel mode if the DIMM socke...

Page 42: ...Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object For more information refer to Electrostatic discharge information on page 8 When handling a memory module be careful not to touch any of the contacts Doing so may damage the module 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove t...

Page 43: ...nsuring that the module is fully inserted and properly seated Make sure the latches are in the closed position 3 8 Reassemble the computer The computer should automatically recognize the memory the next time you turn on the computer Memory 35 ...

Page 44: ...age 23 4 If installed remove the optical drive Removing the optical drive on page 25 5 Remove the drive cage Removing the drive cage on page 28 6 Remove the power supply cable from the clip on the duct 1 7 Pull the two tabs outward 2 and the lift the duct out of the computer 3 To replace the fan duct reverse the removal procedures 36 Chapter 4 Removal and replacement procedures ...

Page 45: ...on for disassembly on page 16 2 Remove the access panel Access panel on page 17 3 Remove the front bezel Front bezel on page 23 4 If installed remove the optical drive Removing the optical drive on page 25 5 Remove the drive cage Removing the drive cage on page 28 6 Remove the fan duct Fan duct on page 36 7 Disconnect the fan cable from the system board connector labeled CPU_FAN 1 8 Loosen the fou...

Page 46: ...aterial is included with the fan sink and system board spare part kits CAUTION Fan sink retaining screws should be tightened in diagonally opposite pairs as in an X to evenly seat the fan sink on the processor This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the system board 38 Chapter 4 Removal and replacement procedures ...

Page 47: ... remove it 2 CAUTION Do NOT handle the pins in the processor socket These pins are very fragile and handling them could cause irreparable damage Once pins are damaged it may be necessary to replace the system board The fan sink must be installed within 24 hours of installing the processor to prevent damage to the processor s solder connections Reverse the removal procedure to install a new process...

Page 48: ...assembly on page 16 2 Remove the access panel Access panel on page 17 3 Remove the front bezel Front bezel on page 23 4 If installed remove the optical drive Removing the optical drive on page 25 5 Remove the drive cage Removing the drive cage on page 28 6 Remove the four Torx T15 screws that connect the power supply to the rear of the chassis 7 Disconnect the power supply cables from the PWRCPU a...

Page 49: ...stem board appearance may vary 9 Press the release lever at the front of the power supply 1 slide the power supply toward the front of the computer and then lift the power supply out of the chassis 2 To install the power supply reverse the removal procedure Power supply 41 ...

Page 50: ...l Front bezel on page 23 4 If installed remove the optical drive Removing the optical drive on page 25 5 Remove the drive cage Removing the drive cage on page 28 6 Remove the power supply Power supply on page 40 7 Disconnect the antenna cable from the WLAN module WLAN module on page 19 8 Remove the Torx T15 screw that connects the antenna to the front of the chassis 1 and then pull the antenna cab...

Page 51: ...Expansion cards Expansion cards on page 20 Fan sink Fan sink on page 37 Processor Processor on page 39 WLAN module WLAN module on page 19 8 Disconnect the all cables from the system board 9 Remove the nine Torx T15 screws 1 that secure the system board to the chassis 10 Slide the system board toward the front of the computer to disengage the rear connectors from the chassis 2 11 Lift the rear of t...

Page 52: ...NOTE When replacing the system board you must change the chassis serial number in the BIOS 44 Chapter 4 Removal and replacement procedures ...

Page 53: ... computer to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem Refer to POST error messages and diagnostic front panel LEDs and audible codes on page 82 for more information If the screen is blank plug the monitor into a different video port on the computer if one is available Or replace the monitor with a monitor that you know is functioning pro...

Page 54: ...e green monitor light is on 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 POST error messages and diagnostic front panel LEDs and audible codes on page 82 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If...

Page 55: ... 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 Cannot access the Computer Setup F10 Utility when booting the computer Cause Solution The Computer Setup F10 Utility is set to fast boot causing the F10 acces...

Page 56: ...he speakers volume control is set correctly 3 Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume Cannot remove computer 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 malfunct...

Page 57: ...n for suggestions on how to improve performance by adjusting parameters in the application 2 Add more memory 3 Upgrade the graphics solution Cause unknown Restart the computer Computer powered off automatically and the Power LED flashes red four times and then white two times Cause Solution Processor thermal protection activated A fan may be blocked or not turning OR The fan sink is not properly a...

Page 58: ...lems are listed in the following table Power supply shuts down intermittently Cause Solution If equipped with a voltage selector voltage selector switch on rear of computer chassis some models not switched to correct line voltage 115V or 230V 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...

Page 59: ...ard 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 usa...

Page 60: ...ystem 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 multi hard drive configuration If attempting to boot from a hard drive ensure it is attached to the system board dark blue SATA connector Bootable hard ...

Page 61: ...rd If using an SD card make sure that the lock tab located on the right of the SD card is not in the locked position If using a Memory Stick PRO card make 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 ...

Page 62: ... do not want to boot from the media card remove it during boot or do not select the option to boot from the inserted media card during the boot process 2 During POST Power On Self Test press F9 to modify the boot menu 3 Change the boot sequence in F10 Computer Setup under Boot Options Solving display problems If you encounter display problems see the documentation that came with the monitor and to...

Page 63: ... that is not active Use the monitor s on screen menu controls to select the input that is being driven by the system Refer to the monitor s user documentation for more information on the on screen controls and settings Blank screen and the power LED flashes Red five times once every second followed by a two second pause and the computer beeps five times Beeps stop after fifth iteration but LEDs co...

Page 64: ...onnector and the monitor Blurry video or requested resolution cannot be set Cause Solution If the graphics controller was upgraded the correct graphics drivers may not be loaded Install the video drivers included in the upgrade kit Monitor is not capable of displaying requested resolution Change requested resolution Graphics card is bad Replace the graphics card The picture is broken up rolls jitt...

Page 65: ...from the list of applications 3 Click the Boot tab select Safe boot and then click OK High pitched noise coming from inside a flat panel monitor Cause Solution Brightness and or contrast settings are too high Lower brightness and or contrast settings Fuzzy focus streaking ghosting or shadowing effects horizontal scrolling lines faint vertical bars or unable to center the picture on the screen flat...

Page 66: ...Shut down all open processor intensive applications Sound does not come out of the speaker or headphones Cause Solution Software volume control is turned down or muted Double click the Speaker icon on the taskbar then make sure that Mute is not selected and use the volume slider to adjust the volume Audio is hidden in Computer Setup Enable the audio in Computer Setup Security Device Security The e...

Page 67: ...fault output device than what is expected Set the operating system to use the correct audio device Sound from headphones is not clear or muffled Cause Solution Headphones are plugged into the rear audio output connector The rear audio output connector is for powered audio devices and is not designed for headphone use Plug the headphones into the headphone connector on the front of the computer Com...

Page 68: ...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 If you are on a network you may not have made the connect...

Page 69: ... 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 conditions Computer is in Sleep state Press the power button to resume from Sleep state CAUTION When attempt...

Page 70: ...ll a non plug and play device you must reconfigure the computer after completing installation of the new hardware In Windows use the Add Hardware Wizard and follow the instructions that appear on the screen To open the Add Hardware Wizard open a Command Prompt and open hdwwiz exe WARNING When the computer is plugged into an AC power source voltage is always applied to the system board To reduce th...

Page 71: ...de or memory modules were installed in the wrong location 1 Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation NOTE DIMM1 or XMM1 must always be installed DIMM1 must be installed before DIMM2 and DIMM3 must be installed before DIMM4 2 Observe the beeps and LED lights on the front of the computer Beeps an...

Page 72: ...erly 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 10 type device manager in the taskbar search box and then select Device Manager from the list of applications Network controller is disabled 1 Run Computer Setup and enable network controller 2 Enable the networ...

Page 73: ...troller To access Control Panel in Windows 10 type control panel in the taskbar search box and then select Control Panel from the list of applications Network controller stopped working when an expansion board was added to the computer Cause Solution The network controller requires drivers Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were install...

Page 74: ...er will not boot the operating system NOTE The memory count will be affected by configurations with the Management Engine ME enabled The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual channel mode to download decompress and execute the ME firmware for Out of Band OOB third party data storage and other management functions System will not boot or does not function pro...

Page 75: ...e to isolate the faulty module 3 Replace third party memory with HP memory 4 Replace the system board 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 System will not boot from CD ROM or DVD drive Cause Solution The device is attached to a SATA port th...

Page 76: ...y in Boot Options POST Hotkey Delay sec CD ROM or DVD devices are not detected or driver is not loaded Cause Solution Drive is not connected properly or not properly configured See the documentation that came with the optional device Movie will not play in the DVD drive Cause Solution Movie may be regionalized for a different country See the documentation that came with the DVD drive Decoder softw...

Page 77: ...r and let Windows detect the CD or DVD driver Recording or copying CDs is difficult or impossible Cause Solution Wrong or poor quality media type 1 Try using a slower speed when recording 2 Verify that you are using the correct media for the drive 3 Try a different brand of media Quality varies widely between manufacturers Solving USB flash drive problems If you encounter USB flash drive problems ...

Page 78: ... and solutions listed in the following table A USB device headphone or microphone is not recognized by the computer Cause Solution Device is not properly connected 1 Turn off the computer 2 Reconnect the device to the front of the computer and restart the computer The device does not have power If the USB device requires AC power be sure one end is connected to the device and one end is connected ...

Page 79: ...ntact your ISP for the correct IP address Cookies are corrupted A cookie is a small piece of information that a Web server can store temporarily with the Web browser This is useful for having the browser remember some specific information that the Web server can later retrieve Windows 10 1 Type control panel in the taskbar search box and then select Control Panel from the list of applications 2 Cl...

Page 80: ...es See the Worldwide Limited Warranty for terms and conditions 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...

Page 81: ...isable different types of boot sources Configure features such as Secure Boot power 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 Co...

Page 82: ...s CAUTION Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup F10 changes because the settings could become corrupted It is safe to turn off the computer only after exiting the F10 Setup screen Computer Setup Main NOTE Support for specific Computer Setup options may vary depending on the hardware configuration Table 6 1 Computer Setup Main menu Option Description System ...

Page 83: ...assword by moving the jumper on the system board IMPORTANT If you enable the stringent security feature and you forget the setup password or the power on password the computer is inaccessible and can no longer be used If you lose or forget the password the system board must be replaced This scenario is not covered under warranty To prevent the computer from becoming permanently unusable record you...

Page 84: ...stem Audio Network Controller Legacy Diskette Onboard WLAN SATA USB Security Enable or disable the following USB ports Front USB Ports Rear USB Ports Internal USB Ports Slot Security Select whether the following components are available or hidden PCI Express 16 Slot 1 PCI Express 1 Slot 1 PCI Express 1 Slot 2 PCI Slot 1 M 2 Card Slot Restore Security Settings to Default This action resets security...

Page 85: ...wer On from Keyboard Ports see Power Management Options then this setting is forced to Power On Remote Wakeup Boot Source Select the devices that the computer can boot from when woken up remotely including a local hard drive or a remote server Wake On LAN Power On Password Policy Set whether a power on password is required with wake on LAN BIOS Power On Enable or disable the days of the week to tu...

Page 86: ...ng to DOS running legacy graphics cards booting to legacy devices and so on When Legacy Support is enable BIOS loads the Compatibility Support Module CSM to support legacy operating systems such as older versions of Windows or DOS When Legacy Support is disabled BIOS boots in UEFI mode without CSM to support newer operating systems The computer may be unable to boot into an operating system if thi...

Page 87: ... as a bootable operating system source This option is grayed out if Legacy Support is set to disabled NOTE To drag a device to a preferred place press Enter To remove the device from consideration as a bootable device press F5 Computer Setup Exit NOTE Support for specific Computer Setup options may vary depending on the hardware configuration Table 6 5 Computer Setup Exit menu Option Heading Save ...

Page 88: ... you start the recovery 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...

Page 89: ...n screen instructions 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...

Page 90: ...chedule reconfigure the computer to the Full Boot Every x Days mode using Computer Setup NOTE For more information on Computer Setup see Computer Setup F10 Utility on page 73 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 may be encountered during POST NOTE The computer will b...

Page 91: ...g POST execution of the Management Engine ME BIOS Extensions option ROM 1 Reboot the computer 2 Unplug the power cord re seat the memory modules and reboot the computer 3 If the memory configuration was recently changed unplug the power cord restore the original memory configuration and reboot the computer 4 If the error persists replace the system board 00C PMM Deallocation Error during MEBx Clea...

Page 92: ...ical SPD information or is incompatible with the chipset 1 Verify proper memory module type 2 Try another memory socket 3 Replace with a supported module 2E4 DIMM Configuration Warning The current memory configuration is not optimized Rearrange the DIMMs so that each channel has the same amount of memory 2E5 ECC Memory Module Detected on Unsupported Platform Recently added memory module s support ...

Page 93: ...e not found Insert boot device or load operating system 3F1 Hard Disk 1 Error Hard disk 1 error 1 Check and or replace cables 2 Clear CMOS See Password security and resetting CMOS on page 89 3 Replace the hard disk drive 3F2 Hard Disk 2 Error Hard disk 2 error 1 Check and or replace cables 2 Clear CMOS See Password security and resetting CMOS on page 89 3 Replace the hard disk drive 400 Serial Por...

Page 94: ...n the system board 43B More Than One USB type C Cards Are Installed More than one USB type C card is installed Remove USB type C card so only one is installed 500 BIOS Recovery A system BIOS recovery has occurred Not applicable 70x Wireless Mode Not Supported The system has detected a wireless module installed in the system that is not supported and has been disabled Replace with a supported modul...

Page 95: ... has proper airflow 90E Power Supply Fan Not detected Power supply fan is not connected or may have malfunctioned 1 Reseat power supply fan 2 Reseat fan cable 3 Replace power supply fan 910 Filter Warning Airflow filter is dirty Replace the airflow filter Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup th...

Page 96: ...e 2 4 The embedded controller is checking or recovering the boot block Hardware 3 2 The embedded controller has timed out waiting for BIOS to return from memory initialization 3 3 The embedded controller has timed out waiting for BIOS to return from graphics initialization 3 4 The system board displays a power failure crowbar 3 5 The processor is not detected 3 6 The processor does not support an ...

Page 97: ...efaults 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 Computer Setup F10 Utility on page 73 for information on backing up the BIOS settings Removing the RTC battery does not clear the passwords or affect any of the other Security settings NOTE You will receive POST error messages afte...

Page 98: ...dures ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Safety Regulatory Information guide for more information 3 Remove the access panel 4 Locate the header and jumper NOTE For assistance locating the password jumper and other system board components see the system board components image at System board connections on page 18 5 Remove the ju...

Page 99: ...tics Windows select More and then select Run as administrator or To access 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 s...

Page 100: ...steps Navigate to the folder on your computer or the USB flash drive where the exe file was downloaded double click the exe file and then follow the on screen instructions Using HP PC Hardware Diagnostics UEFI NOTE For Windows 10 S computers you must use a Windows computer and a USB flash drive to download and create the HP UEFI support environment because only exe files are provided For more info...

Page 101: ...The HP PC Hardware Diagnostics UEFI download instructions are provided in English only and you must use a Windows computer to download and create the HP UEFI support environment because only exe files are provided Downloading the latest HP PC Hardware Diagnostics UEFI version To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive 1 Go to http www hp com go techcenter p...

Page 102: ...om support 2 Select Get software and drivers select your type of product enter the product name or number in the search box that is displayed select your computer and then select your operating system 3 In the Diagnostics section follow the on screen instructions to select and download the Remote UEFI version for the product Customizing Remote HP PC Hardware Diagnostics UEFI settings Using the Rem...

Page 103: ...omization selections 4 Select Main and then Save Changes and Exit to save your settings Your changes take effect when the computer restarts Using Remote HP PC Hardware Diagnostics UEFI settings select products only 95 ...

Page 104: ...xtended by plugging the computer into a live AC outlet The lithium battery is only used when the computer is NOT connected to AC power HP encourages customers to recycle used electronic hardware HP original print cartridges and rechargeable batteries For more information about recycling programs go to http www hp com recycle 1 Remove disengage any security devices that prohibit opening the compute...

Page 105: ...he metal clamp that extends above one edge of the battery 1 When the battery pops up lift it out 2 b To insert the new battery slide one edge of the replacement battery under the holder s lip with the positive side up 1 Push the other edge down until the clamp snaps over the other edge of the battery 2 Type 3 a Pull back the clip 1 that is holding the battery in place and remove the battery 2 97 ...

Page 106: ...procedure 8 Replace the computer access panel 9 Reconnect the power cord and any external devices and then turn on the computer 10 Reset the date and time your passwords and any special system setups using Computer Setup 11 Lock any security devices that were disengaged when the computer access panel was removed 98 Chapter 11 Battery replacement ...

Page 107: ...dited agency 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 8 m 6 feet and 3 ...

Page 108: ... 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 109: ... keyboard base before beginning steps in this chapter Current BIOS steps 1 Follow steps a through l below to restore the nonvolatile memory that can 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 dis...

Page 110: ...or fingerprint reader one or two prompts will appear one to clear the TPM and the other to Reset Fingerprint 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 conte...

Page 111: ... EEPROM 64 KBytes 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 is required 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 Presence Detect SPD configuration da...

Page 112: ...ing this utility Bluetooth flash select products only 2 Mbit 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 is required for writing data to this memory and is made available through newer versions of the driver whenever the flash re...

Page 113: ...ic system 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 det...

Page 114: ...t 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 Security menu select Secure Boot Configuration and then follow the on screen instructions c At the Secure Boot Configuration window select Secure Boot select Clear Secure Boot Keys and then follow the on screen instructions to contin...

Page 115: ...t temperature Operating 15 90 15 90 Non operating 15 90 15 90 Maximum altitude Operating 0 to 104 F 7500 ft 0 to 40 C 2286 m Non operating 40 to 104 F 15 000 ft 40 to 40 C 4572 m Power supply 80 PLUS Platinum 180W 310W active PFC 87 90 87 efficient at 20 50 100 load 115V 88 91 88 efficient at 20 50 100 load 230V Operating voltage range 90 264 VAC Rated voltage range 100 240 VAC Rated line frequenc...

Page 116: ... card installation 20 removal 20 F F10 Setup access problem 47 fan duct removal and replacement 36 fan sink illustrated 5 removal and replacement 37 fan power supply 13 flash drive problems 69 flashing LEDs 87 front bezel blank removal 24 illustrated 6 removal 23 front panel components 2 front panel problems 70 G general problems 47 grounding methods 9 H hard drive proper handling 14 SATA characte...

Page 117: ...rtition 81 media 81 USB flash drive 81 recovery media creating using HP Cloud Recovery Download Tool 80 creating using Windows tools 80 Remote HP PC Hardware Diagnostics UEFI settings customizing 94 using 94 removing 2 5 inch hard drive 31 3 5 inch hard drive 29 access panel 17 battery 96 bezel blank 24 drive cage 28 expansion card 20 fan duct 36 fan sink 37 front bezel 23 optical drive 25 power s...

Page 118: ...wireless antenna removal and replacement 42 wireless antennas disconnecting 19 WLAN module removal 19 spare part number 19 110 Index ...

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