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HP Elite Slice G2, Maintenance And Service Manual, Page: 80 / 115

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HP Elite Slice G2 Maintenance And Service Manual Download Page 80

USB flash drive not found (identified).

Cause

Solution

The device is attached to a USB port that has been hidden in 
Computer Setup.

Run the Computer Setup utility and enable USB ports in Advanced 
> Port Options.

The device was not properly seated before power-up.

Ensure 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 
Advanced > Boot Options.

USB Storage Boot is disabled in the Computer Setup utility.

Run the Computer Setup utility and enable booting to removable 
media in Advanced > Boot Options.

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 different flash drive.

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 ISP for assistance.

Web browser is not set up properly.

Verify that the Web browser is installed and set up to work with 
your ISP.

Cable/DSL modem is not plugged in.

Plug in cable/DSL modem. You should see a “power” LED light on 
the front of the cable/DSL modem.

Cable/DSL service is not available or has been interrupted due to 
bad weather.

Try connecting to the Internet at a later time or contact your ISP. 
(If the cable/DSL service is connected, the “cable” LED light on the 
front of the cable/DSL modem will be on.)

The CAT5 UTP cable is disconnected.

Connect the CAT5 UTP cable between the cable modem and the 
computers’s RJ-45 connector. (If the connection is good, the “PC” 
LED light on the front of the cable/DSL modem will be on.)

IP address is not configured properly.

Contact 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. 

Windows 10:

72

Chapter 6   Troubleshooting without diagnostics

Summary of Contents for Elite Slice G2

Page 1: ...Maintenance and Service Guide HP Elite Slice G2 ...

Page 2: ...8 Document Part Number L14948 001 Product notice This user guide describes features that are common to most models Some features may not be available on your computer Not all features are available in all editions of Windows This computer may require upgraded and or separately purchased hardware drivers and or software to take full advantage of Windows functionality Go to http www microsoft com fo...

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: ... 9 Regulatory information and serial number location 10 2 Illustrated parts catalog 11 Major components 11 Modules whole units 13 Memory modules and processors 13 Adapters 13 Solid state drives 2 5 inch and M 2 14 3 Routine care SATA drive guidelines and disassembly preparation 15 Electrostatic discharge information 15 Generating static 15 Preventing electrostatic damage to equipment 16 Personal g...

Page 6: ... 30 WLAN module 32 RTC battery 34 Ambient sensor 36 Fan sink 37 M 2 PCIe solid state drive SSD 38 Processor 40 System board 41 Removing the system board 41 Updating SMBIOS information 43 System ID setup page 44 System board callouts front 45 System board callouts rear 46 5 Computer Setup F10 Utility 47 Computer Setup F10 Utilities 47 Using Computer Setup F10 Utilities 47 Computer Setup Main 49 Com...

Page 7: ...wnloading HP PC Hardware Diagnostics Windows 86 Downloading the latest HP PC Hardware Diagnostics Windows version 87 Downloading HP Hardware Diagnostics Windows by product name or number select products only 87 Installing HP PC Hardware Diagnostics Windows 87 Using HP PC Hardware Diagnostics UEFI 87 Starting HP PC Hardware Diagnostics UEFI 88 Downloading HP PC Hardware Diagnostics UEFI to a USB fl...

Page 8: ... Manager and the HP Recovery partition 93 Recovering using HP Recovery Manager 93 Recovering using the HP Recovery partition select products only 94 Recovering using HP Recovery media 94 Changing the computer boot order 95 Removing the HP Recovery partition select products only 95 Appendix A Power cord set requirements 96 General Requirements 96 Japanese Power Cord Requirements 96 Country Specific...

Page 9: ...lice G2 features Bang Olufsen audio and wireless communication for Intel Unite or Microsoft Skype Room System SRS conferencing software Four speakers are on the Elite Slice G2 one in each corner and four microphones are on the top HP Elite Slice for Meeting Rooms G2 features 1 ...

Page 10: ...mponent Item Component 1 Answer Call 4 Volume up 2 Mute 5 Reject Disconnect call 3 Volume down Rear components Item Component Item Component 1 Power button 5 USB ports 2 2 Power jack 6 Dual Mode DisplayPort D port 3 RJ 45 network jack 7 HDMI port 4 USB type C port with Alt Mode 8 Security cable slot 2 Chapter 1 Product features ...

Page 11: ...hone Audio in microphone combo jack HP Video Ingest Module The Video Ingest Module is required for the Microsoft SRS This module enables a video source to be connected to the SRS The Video Ingest Module does not support Intel Unite software Item Component Item Component 1 Security cable slot 2 HDMI in port HP Video Ingest Module 3 ...

Page 12: ...iver in the room TIP For the best performance be sure the line of sight between the wireless receiver transceiver and the Wireless Display Module is optimal Item Component Item Component 1 Sync button 3 Security cable slot 2 Sync LED Item Component Item Component 1 HDMI port 5 Mounting plate release button 2 USB Type A power connector 6 Security screw 3 Sync LED 7 Wireless receiver transceiver 4 S...

Page 13: ...ct hole HP Slice VESA plate optional The optional Slice VESA plate enables the Elite Slice G2 assembly to be mounted onto a table The Elite Slide G2 should not be mounted to a wall or under a desk Item Component Item Component 1 Quick release latch 2 Security cable slot Connecting or removing modules Additional modules may be connected to the Elite Slice G2 Modules should be attached to the Base M...

Page 14: ...Elite Slice G2 with the module expansion connector on the new module and press the computer down firmly You should hear a quiet click when the modules lock together The module locks into place and hides the release latch of the module above it Repeat until all modules have been connected Connecting the optional Slice VESA plate If the VESA plate is connected the Elite Slice G2 can be mounted onto ...

Page 15: ...ked position the four tabs lock the VESA plate to the Elite Slice G2 assembly If the VESA plate is not correctly oriented the quick release latch cannot be moved to the locked position and the modules are not secured 4 Install a security cable in the VESA plate security cable slot to prevent the quick release latch from being unlocked and the modules from being separated NOTE The security cable is...

Page 16: ...able media such as USB flash drives 3 Turn off the Elite Slice G2 properly through the operating system and then turn off any external devices 4 Disconnect the AC power cord from the Elite Slice G2 and disconnect any external devices 5 If the VESA plate is connected slide the quick release latch on the back of the VESA plate to the unlocked position and lift the module stack off the VESA plate 6 B...

Page 17: ...the HDMI connector and finishing with the NIC connector plug all middle connectors into the rear ports 3 on the Elite Slice G2 d Connect side cables 4 e Push the port cover back over the cable connectors 5 to protect and secure the connectors 2 Connect remaining equipment such as a CoRC or a display to the Cable and Port Cover 3 Connect the AC power cord to the power adapter 1 and the other end to...

Page 18: ...umber laser etched on the base cover of the Elite Slice G2 A copy of these labels is inside the case Keep these numbers available for use when contacting support for assistance Item Component Item Component 1 Regulatory label 3 Module connector 2 Regulatory and service information 10 Chapter 1 Product features ...

Page 19: ... your computer go to http partsurfer hp com select your country or region and then follow the on screen instructions Major components Item Description 1 Fan sink 2 Speaker 3 WLAN module Intel Dual Band Wireless AC 7265 NV Intel Dual Band Wireless AC 8260 Bluetooth 4 0 Intel Dual Band Wireless AC 8260 Bluetooth 4 0 non vPro Major components 11 ...

Page 20: ...board country codes For use in country or region Spare part number For use in country or region Spare part number For use in country or region Spare part number Belgium 181 Internationally L31 Russia 251 BHCSY B41 Israel BB1 Saudi Arabia 171 DE1 Bulgaria 261 Italy 061 Spain 071 Canada French 121 Latin America 161 Switzerland 101 111 Denmark 081 Norway 091 Taiwan AB1 France 051 People s Republic of...

Page 21: ...400 MHz 8 GB 4 GB Intel Core processors Intel Core i5 7500T 2 7 GHz 6 MB L2 cache 35 W Intel Core i5 7400T 2 4 GHz 6 MB L2 cache 35 W Intel Core i3 7100T 3 4 GHz 3 MB L2 cache 35 W Adapters Description DisplayPort to HDMI 1 4 DisplayPort to HDMI 2 0 DisplayPort to DVI USB Type C to VGA USB Type C to DisplayPort USB Type C to HDMI USB Type C to USB 3 0 USB Type C to USB Type A hub Modules whole uni...

Page 22: ...tate drives 2 5 inch and M 2 Description Solid state drive M 2 256 GB PCIe NVMe TLC 256 GB PCIe NVMe value Solid state drive 2 5 inch 256 GB SATA 3 TLC 128 GB SATA 3 TLC 14 Chapter 2 Illustrated parts catalog ...

Page 23: ...nction 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 how humidity affects the electrostatic voltage levels generated by differen...

Page 24: ...banana plug connector on the grounding mat or workstation and fit snugly into it 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 Method Voltage ...

Page 25: ...d Operate the computer on a sturdy level surface Leave a 10 2 cm 4 inch 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 cl...

Page 26: ...ed with water Rinse well by wiping the surface with a cloth or swab dampened with clear water For stubborn stains use isopropyl rubbing alcohol No rinsing is needed alcohol will evaporate quickly without leaving a residue After cleaning always wipe the unit with a clean lint free cloth Occasionally clean the air vents on the computer Lint and other foreign matter can block the vents and limit the ...

Page 27: ... is turned off Clean the mouse ball by first removing the retaining plate and the ball from the housing Pull out any debris from the ball socket and wipe the ball with a clean dry cloth before reassembly To clean the mouse body follow the procedures in Cleaning the computer case on page 18 Service considerations Listed below are some of the considerations that you should keep in mind during the di...

Page 28: ...re is a risk of fire and chemical burn if the battery is handled improperly Do not disassemble crush puncture short external contacts dispose in water or fire or expose it to temperatures higher than 140ºF 60ºC Do not attempt to recharge the battery NOTE Batteries battery packs and accumulators should not be disposed of together with general household waste In order to forward them for recycling o...

Page 29: ...ete and current information on supported parts for your computer go to http partsurfer hp com select your country or region and then follow the on screen instructions Access panel The Elite Slice G2 access panel must be removed to access internal components see Removing modules on page 8 1 Remove the Elite Slice G2 from any additional modules 2 Place the computer upside down on a flat surface cove...

Page 30: ...wing specifications industry standard 288 pins unbuffered non ECC PC4 17000 DDR4 2133 MHz compliant 1 2 volt DDR4 SDRAM SODIMMs Support CAS latency 15 DDR4 2400 MHz 15 15 15 timing Contain the mandatory Joint Electronic Device Engineering Council JEDEC specification The computer supports the following 512 Mbit 1 Gbit and 2 Gbit non ECC memory technologies Single sided and double sided SODIMMS SODI...

Page 31: ...annel mode if only one memory module slot is populated The system operates in higher performing dual channel mode if the capacity of the memory modules in Channel A and Channel B are equal The system operates in flex mode if the capacity of the memory modules in Channel A and Channel B are not equal In flex mode the channel populated with the least amount of memory determines the total amount of m...

Page 32: ... contacts to prevent corrosion and or oxidation resulting from having incompatible metals in contact with each other Static electricity can damage the electronic components of the computer or optional cards Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object For more information see Electrostatic discharge information o...

Page 33: ...ule 2 into the slot 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 module slot 4 Replace the access panel The computer automatically recognizes the additional memory when you turn on the computer Memory 25 ...

Page 34: ...TE Back up the solid state drive before you remove it so that you can transfer the data to the new solid state drive To add an solid state drive instead of replacing one purchase a 4 screw after market option kit to obtain the screws required to mount the drive 1 Remove the access panel see Access panel on page 21 2 Remove the four screws 1 attaching the solid state drive cage to the system board ...

Page 35: ...circuit board side facing the closed side of the drive cage 6 Set the new solid state drive 1 into the cage Be sure the label side of the solid state drive is visible 7 Fasten the four screws 2 to secure the solid state drive in the cage 8 Connect the power and data cable 1 to the solid state drive 9 Set the drive cage 2 in the chassis Be sure that the solid state drive connectors are facing the b...

Page 36: ...drive cage tabs with the screw posts in the chassis and fasten the four screws 3 to secure the solid state drive 11 Replace the access panel 28 Chapter 4 Removal and replacement procedures HP Elite Slice Base Module ...

Page 37: ...emove the access panel Access panel on page 21 2 Disconnect the speaker cable from the system board connector 1 3 Pull the two tabs on each side of the speaker away from the speaker 2 4 Lift the speaker from the computer 3 To install the speaker reverse the removal procedures Speaker 29 ...

Page 38: ...Base Module to the Audio Module 3 Lift the Base Module up 2 Note that cables connect components in the Base Module to the Audio Module After releasing the Base Module rotate it and place it upside down next to the Audio Module 4 Place the Base Module upside down next to the Audio Module 1 30 Chapter 4 Removal and replacement procedures HP Elite Slice Base Module ...

Page 39: ...5 Disconnect the antenna cables from the WLAN module 2 and the Audio Module cable from the system board 3 To install the Base Module reverse the removal procedures Base Module 31 ...

Page 40: ... WLAN module 1 Remove the access panel Access panel on page 21 2 Remove the Base Module Base Module on page 30 3 Locate the WLAN module on the system board 4 Disconnect both antenna cables from the WLAN module 1 NOTE You may need to use a small tool such as tweezers to disconnect and connect the antenna cables 5 Remove the Phillips screw 2 that secures the module to the system board 32 Chapter 4 R...

Page 41: ... the WLAN module by the sides and pull it out of the socket 3 To install the WLAN module reverse the removal procedure NOTE WLAN modules are designed with a notch to prevent incorrect insertion WLAN module 33 ...

Page 42: ...tings When the battery is removed or replaced the CMOS settings will be cleared Static electricity can damage the electronic components of the computer or optional equipment Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object NOTE The lifetime of the lithium battery can be extended by plugging the computer into a live A...

Page 43: ...5 Disconnect the battery cable from the system board 1 and then lift the battery off the system board 2 To install an RTC battery reverse the removal procedure RTC battery 35 ...

Page 44: ...s panel on page 21 2 Remove the Base Module Base Module on page 30 3 Disconnect the cable from the system board connector 1 4 Remove the sensor from the holder attached to the system board 2 To install the ambient sensor reverse the removal procedures 36 Chapter 4 Removal and replacement procedures HP Elite Slice Base Module ...

Page 45: ...can damage the pins To remove the fan sink 1 Remove the access panel Access panel on page 21 2 Remove the Base Module Base Module on page 30 3 In the order indicated on the fan sink loosen the four captive Torx screws 1 CAUTION Be sure the loosen the screws in the order indicated by the numbers stamped on the fan sink CAUTION To reduce a degradation in thermal performance be sure not to touch the ...

Page 46: ...e drive see 2 5 inch solid state drive SSD on page 26 Description 256 GB PCIe NVMe TLC 256 GB PCIe NVMe value To remove the solid state drive 1 Remove the access panel Access panel on page 21 2 Remove the Base Module Base Module on page 30 3 Remove the fan sink Fan sink on page 37 4 Locate the solid state drive on the system board 5 Remove the screw securing the solid state drive to the system boa...

Page 47: ...6 Grasp the solid state drive by the sides and carefully pull it out of the socket Reverse these procedures to install a solid state drive M 2 PCIe solid state drive SSD 39 ...

Page 48: ...e it 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 processor NOTE ...

Page 49: ...on page 22 3 Remove the Base Module Base Module on page 30 4 Remove the WLAN module WLAN module on page 32 5 Remove the fan sink Fan sink on page 37 6 Remove the M 2 solid state drive M 2 PCIe solid state drive SSD on page 38 7 Remove the processor Processor on page 40 8 Position the computer with the memory sockets facing upward 9 Disconnect the speaker cable from the system board 10 Position the...

Page 50: ...ctors to disengage from the chassis lift the system board out of the chassis To install the system board reverse the removal procedures NOTE When replacing the system board you must change the chassis serial number in the BIOS 42 Chapter 4 Removal and replacement procedures HP Elite Slice Base Module ...

Page 51: ...o update SMBIOS information in Computer Setup 1 Turn on or restart the computer 2 Press Esc while the Press the ESC key for Startup Menu message is displayed at the bottom of the screen NOTE If you do not press Esc at the appropriate time you must restart the computer and again press Esc when the monitor light turns green to access the utility 3 Press F10 to enter Computer Setup 4 Go to Main Set M...

Page 52: ... the spaces and lines If you make an error during data entry the data will not validate and the computer asks you to correct your data input Flexbuild Build ID The Build ID of the unit Flexbuild Serial Number Enter the Serial Number of Unit Support SKU Number Enter the SKU or Product Number including Localization Code Support Product Family Pre populated Support System Board CT Number Pre populate...

Page 53: ...OR Silver Processor socket THERMAL SENSOR Black Thermal module TOP COVER Black Custom top connector M 2 WLAN MODULE SOCKET Black WLAN module socket RTC BATTERY White RTC battery connector M 2 SSD MODULE SOCKET Black Solid state module socket SYSTEM FAN White System fan connector System board 45 ...

Page 54: ... Slice docking connector DIMM1 Black Primary memory socket SATA HDD Black Hard drive connector DIMM3 Black Secondary memory socket PSWD Black Password header and jumper CMOS Yellow CMOS reset button SPKR Black Speaker connector 46 Chapter 4 Removal and replacement procedures HP Elite Slice Base Module ...

Page 55: ...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 Computer Setup F10 Utilities Computer Setup can be accessed only by ...

Page 56: ...anced 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 following ...

Page 57: ...emory speed System BIOS version ME Firmware version Intel only Integrated Video BIOS version Super I O Firmware version USB Type C Controller s 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 Integrated MAC Address System Diagnostics If the hard drive has the HP Adva...

Page 58: ...lication included in BIOS Softpaqs at www hp com will copy the BIOS file to the correct location on the hard drive or USB device Change Date and Time Lets you change system date and time settings System IDs Lets you set the following values Asset Tracking Number Ownership Tag Replicated Setup Backup current settings to USB device Saves system configuration to a formatted USB flash media device Res...

Page 59: ... The power on password prompt appears after a power cycle or reboot If the user does not enter the correct power on password or administrator password the unit will not boot Change BIOS Power On Password This selection is active only if a BIOS power on password is set Lets you change the BIOS power on password You must know the current password to be able to change it Password Policies Let you set...

Page 60: ...uent cold boot sequence NOTE This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system CAUTION Be aware that these settings take place immediately A save is not necessary CAUTION 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 ...

Page 61: ...he system is configured to Power On from Keyboard Ports see Power Management Options then this setting is forced to Power On Prompt on Memory Size Change Default is enabled Prompt on Fixed Storage Change Default is disabled Audio Alerts 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 ...

Page 62: ...m key settings Import Custom Secure Boot Keys Lets you import custom boot keys Clearing keys will disable secure boot Default is disabled Clear Secure Boot Keys Lets you delete any previously loaded custom boot keys Clearing keys will disable secure boot Default is disabled Reset Secure Boot keys to factory defaults Default is disabled Enable MS UEFI CA key Disabling this setting alters the Secure...

Page 63: ...enabled Top Cover Function enable disable Lets you disable or enable top cover functionality Default is enabled Power On from Cover Buttons enable disable When enabled the buttons on the collaboration cover will power on the system Default is disabled This feature will not function if S5 Maximum Power Savings is enabled Built In Device Options Embedded LAN Controller Select to show the device in t...

Page 64: ...ill disable all modules as they use 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 Firmware Update C...

Page 65: ... On Solid white LED S3 Stand By 3 blinks at 1Hz 50 duty cycle followed by a pause of 2 seconds white LED repeated cycles of 3 blinks and a pause S4 Hibernation 4 blinks at 1Hz 50 duty cycle followed by a pause of 2 seconds white LED repeated cycles of 4 blinks and a pause S5 Soft Off LED is off Remote Management Options Active Management AMT Intel only enable disable Default is enabled Allows you ...

Page 66: ... the Save to Removable Media command with the Computer Setup F10 Utility before Restore is needed See Computer Setup Main on page 49 in the Computer Setup File table The Save to Removable Media option creates a file named HPSETUP TXT on an inserted USB flash media device This file can be edited to change the settings on Restore An asterisk marks the selected option for a setting NOTE It is recomme...

Page 67: ...Setup Refer to Computer Setup F10 Utility on page 47 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 POST error messages and diagnostic front panel LEDs and audible codes on page 74 for more information If the screen is blank plug the monitor into a different vide...

Page 68: ...plugged into a working electrical outlet Check that the voltage select switch some models is set to the appropriate voltage for your region 115V or 230V Check that the computer is turned on and the white power light is on Check that the monitor is turned on and the 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 ...

Page 69: ...blem 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 outle...

Page 70: ...l in Windows 10 type control panel in the taskbar search box and then select Control Panel There is no sound or sound volume is too low Cause Solution System volume may be set low or muted 1 Check the Computer Setup settings to make sure the internal system speaker is not muted this setting does not affect the external speakers 2 Make sure the external speakers are properly connected and powered o...

Page 71: ...Utility click Open Task Manager c Select applications that you do not want to launch automatically and the click Disable Some software applications especially games are stressful on the graphics subsystem 1 Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the...

Page 72: ...sive 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 Advanced Built in Device Options The external speakers are not t...

Page 73: ... 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 sound or sound volume is too low Cause Solution The application is set to use a different audio device than speakers Some graphics cards support audio ...

Page 74: ... the power button to resume from Sleep state CAUTION When attempting to resume from Sleep date 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 Mouse does not respond to movement or is too slow Cause Solution Mouse connector is not properly plugged into the back of the computer Shut down the computer using the key...

Page 75: ...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 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 A new device is not recognized as part of the system Cause Solu...

Page 76: ...IMM 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 do not discus...

Page 77: ...s and force the system into the correct operating mode Diagnostics 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 There is a problem with the cable or a device at the other end of the cable Ensure that the cable and device at the o...

Page 78: ...ter is turned off depending on the Management Engine ME settings 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 memory module For those systems that support ECC memory HP does not support mixing ECC and non ECC memory Otherwise the computer will not boot the operating system NOTE The memory count will be affe...

Page 79: ...requirements for the application or add more memory to the computer 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 continue flashing Cause Solution Memory is installed incorrectly or is bad 1 Reseat DIMMs Power on the system 2 Replace DIMMs one at a time to isolate the faulty module 3 Rep...

Page 80: ...efer 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 ISP for assistance Web browser is not set up properly Verify that the Web browser is installed and set up to work with your ISP Cable DSL modem is not plugged in Plug in cable DSL...

Page 81: ...s Be sure that all the needed device drivers have been installed If you have installed an operating system 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 oc...

Page 82: ...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 47 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 83: ...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 84: ... the system board 2E3 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 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...

Page 85: ...urity and resetting CMOS on page 82 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 82 3 Replace the hard disk drive 400 Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to the same resources 1 Remove any serial port expansion cards 2 Clear C...

Page 86: ... the battery stated below to be very low Primary internal Battery 601 Secondary internal Battery 602 For optimal performance this battery may need to be replaced 640 Power Limit Reached Active covers and expansion modules are not supported with the currently available power Reconfigure or install a higher rated power source 641 Expansion Limit Reached Maximum of four modules can be powered Reconfi...

Page 87: ...ne should return to normal operation once the situation is resolved Make sure system 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 940 Unsupported Module Only HP modules are supported Unrecog...

Page 88: ...cate the processor is not detected Category Major minor code Description BIOS 2 2 The main area DXE of BIOS has become corrupted and there is no recovery binary image available 2 3 The embedded controller policy requires the user to enter a key sequence 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...

Page 89: ...The embedded controller rebooted the system after a possible lockup condition had been detected through the use of a System Health Timer Automated System Recovery Timer or other mechanism Indicates hardware triggered event all other events are controlled by the BIOS Interpreting system validation diagnostic front panel LEDs and audible codes 81 ...

Page 90: ...n with power removed will reset the BIOS settings to factory defaults It may 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 Computer Setup F10 Utility on page 47 for information on backing up the BIOS settings Reset...

Page 91: ...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 The password jumper is green 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 Syst...

Page 92: ... the system Static electricity can damage the electronic components of the computer or optional equipment Before beginning these procedures 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 CAUTION Pushing the CMOS button will reset CMOS values to factory defaul...

Page 93: ...ST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred Use Computer Setup to reset any special system setups along with the date and time For instructions on Computer Setup see Computer Setup F10 Utility on page 47 Clearing and resetting the BIOS 85 ...

Page 94: ...ics 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 se...

Page 95: ... it to the computer desktop or To run the tool from a USB flash drive download it to a USB flash drive 4 Select Run Installing HP PC Hardware Diagnostics Windows To install HP PC Hardware Diagnostics Windows follow these steps Navigate to the folder on your computer or the flash drive where the exe file was downloaded double click the exe file and then follow the on screen instructions Using HP PC...

Page 96: ...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 pcdiags ...

Page 97: ...follow these steps 1 Go to http www hp com support 2 Select Get software and drivers enter the product name or number 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 Remote HP PC Hardware Diagn...

Page 98: ...3 Make your customization selections 4 Select Main and then Save Changes and Exit to save your settings Your changes take effect when the computer restarts 90 Chapter 9 Using HP PC Hardware Diagnostics ...

Page 99: ...back up your personal information Schedule regular backups to avoid information loss You can use Windows tools to back up personal information and create system restore points and recovery media allowing you to restore from backup refresh the computer and reset the computer to its original state NOTE If computer storage is 32 GB or less Microsoft System Restore is disabled by default For more info...

Page 100: ...RW or BD RE rewritable Blu ray discs which are not compatible with HP Recovery Manager software If your computer does not include an integrated optical drive with DVD writer capability you can use an external optical drive purchased separately to create recovery discs as described above If an external optical drive is used you must connect it directly to a USB port on the computer It cannot be con...

Page 101: ...ition select products only or use the HP Recovery media For more information see Recovering using HP Recovery Manager on page 93 If you have not already created recovery media see Creating HP Recovery media select products only on page 91 Using Factory Reset select products only Restores the computer to its original factory state by deleting all information from the hard drive and recreating the p...

Page 102: ...hard drive is still working The HP Recovery partition select products only allows System Recovery only To start HP Recovery Manager from the HP Recovery partition IMPORTANT For a tablet with a detachable keyboard connect the tablet to the keyboard base before beginning these steps select products only 1 Type recovery in the taskbar search box select HP Recovery Manager and then select Windows Reco...

Page 103: ...y press esc and then press f9 for boot options For tablets without keyboards Turn on or restart the tablet quickly hold down the volume up button and then select f9 or Turn on or restart the tablet quickly hold down the volume down button and then select f9 3 Select the optical drive or USB flash drive from which you want to boot and then follow the on screen instructions Removing the HP Recovery ...

Page 104: ...ncy 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 6 m 12 fe...

Page 105: ...d set 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...

Page 106: ... 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 displayed at the bottom ...

Page 107: ...tform Module TPM and 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 S...

Page 108: ...4 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 data 256 By...

Page 109: ...pplied using 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...

Page 110: ...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 111: ...oot 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 cont...

Page 112: ...umidity noncondensing Operating Nonoperating 38 7 C max wet bulb 10 90 5 95 10 90 5 95 Maximum Altitude unpressurized Operating Nonoperating 16 404 ft 50 000 ft 5000 m 15 240 m Power Supply Operating Voltage Range Rated Voltage Range Rated Line Frequency Operating Line Frequency 90 264 VAC 100 240 VAC 50 60 Hz 47 63 Hz Output 65 W or 90 W 1 This system utilizes an active power factor corrected pow...

Page 113: ... messages 74 F F10 Setup access problem 61 fan sink illustrated 11 removal and replacement 37 features ODD Module 5 VESA plate 5 Video Ingest Module 3 Wireless Display Module 4 flash drive problems 71 flashing LEDs 79 G general problems 61 grounding methods 16 H hardware installation problems 67 heat sink removal and replacement 40 helpful hints 60 HP Cable and Port Cover illustrated 12 HP PC Hard...

Page 114: ...eating using Windows tools 91 discs 92 HP Recovery partition 91 USB flash drive 92 using 92 recovery partition removing 95 Remote HP PC Hardware Diagnostics UEFI settings customizing 89 using 89 removal and replacement ambient sensor 36 Base Module 30 fan sink 37 heat sink 40 speaker 29 system board 41 WLAN module 32 removing access panel 21 battery 34 modules 8 solid state drive 38 solid state dr...

Page 115: ...ackup 91 recovery media 91 system restore point 91 Windows tools using 91 Wireless Display Module 4 wireless receiver transceiver 4 wireless receiver transceiver 4 WLAN module removal and replacement 32 Index 107 ...

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