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HP EliteOne 1000 G1, Maintenance & Service Manual

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Serial and product number locations

Each computer and display has a unique Commodity Tracking number (CT#) (similar to a serial number) and a 
product ID number that are located on the exterior of the device. Keep these numbers available for use when 
contacting customer service for assistance.

The display numbers are located on the bottom edge of the display head.

The computer base unit numbers are located on the underside of the base unit.

Serial and product number locations

5

Summary of Contents for EliteOne 1000 G1

Page 1: ...Maintenance Service Guide HP EliteOne 1000 G1 All in One Business PCs ...

Page 2: ...dditional warranty HP shall not be liable for technical or editorial errors or omissions contained herein First Edition September 2017 Document Part Number 925654 001 Product notice This user guide describes features that are common to most models Some features may not be available on your computer Software terms By installing copying downloading or otherwise using any software product preinstalle...

Page 3: ...TANT Indicates information considered important but not hazard related for example messages related to property damage A notice alerts the user that failure to follow a procedure exactly as described could result in loss of data or in damage to hardware or software Also contains essential information to explain a concept or to complete a task NOTE Contains additional information to emphasize or su...

Page 4: ...iv About This Book ...

Page 5: ...ischarge information 10 Generating static 11 Preventing electrostatic damage to equipment 11 Personal grounding methods and equipment 12 Grounding the work area 12 Recommended materials and equipment 12 Operating guidelines 13 Routine care 13 General cleaning safety precautions 13 Cleaning the computer case 14 Cleaning the keyboard 14 Cleaning the display 14 Cleaning the mouse 15 Service considera...

Page 6: ...uter Setup F10 Utilities 45 Using Computer Setup F10 Utilities 45 Computer Setup Main 47 Computer Setup Security 49 Computer Setup Advanced 53 Recovering the configuration settings 58 6 Using HP PC Hardware Diagnostics UEFI 59 Downloading HP PC Hardware Diagnostics UEFI to a USB device 59 Using Remote HP PC Hardware Diagnostics UEFI settings select products only 60 Customizing Remote HP PC Hardwar...

Page 7: ... Manager 83 What you need to know before you get started 83 Using the HP Recovery partition select products only 84 Using HP Recovery media to recover 85 Changing the computer boot order 85 Removing the HP Recovery partition select products only 85 9 POST error messages and diagnostic front panel LEDs and audible codes 86 POST numeric codes and text messages 86 Interpreting system validation diagn...

Page 8: ...Using HP Sure Start select models only 103 Appendix C Specifications 104 Index 105 viii ...

Page 9: ...1 Product features Overview NOTE For the latest manuals on this product go to http www hp com support Select Find your product and then follow the on screen instructions Overview 1 ...

Page 10: ...ton 2 Call button 6 Speaker mute button 3 Microphone mute button 7 Volume slider 4 Webcam mute button Base unit side components Components 1 Scan fingerprint reader 3 USB Type C charging port 2 Headset jack 4 USB 3 1 Type A charging port 2 Chapter 1 Product features ...

Page 11: ...s 5 DisplayPort In 2 USB 3 1 Type A ports 4 6 Power connector 3 HDMI port 7 RJ 45 network jack 4 DisplayPort Out 8 Security cable slot Display front components Components 1 Webcam 2 On screen display buttons for adjusting the screen Base unit rear components 3 ...

Page 12: ...ar webcam adjustment wheel 3 Full High Definition FHD webcam Top view 6 Digital microphones Rear and side view 7 Webcam release holes 8 Webcam light 9 FHD webcam Full High Definition FHD webcam optional Components Front view 1 Webcam light 2 FHD webcam Top view 3 Digital microphones 4 Chapter 1 Product features ...

Page 13: ...a product ID number that are located on the exterior of the device Keep these numbers available for use when contacting customer service for assistance The display numbers are located on the bottom edge of the display head The computer base unit numbers are located on the underside of the base unit Serial and product number locations 5 ...

Page 14: ... improves and changes product parts For complete 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 6 Chapter 2 Illustrated parts catalog ...

Page 15: ...ybrid SSD 7 mm 500 GB 7200 rpm 7 mm 500 GB 7200 rpm self encrypting SED 7 mm 500 GB 5400 rpm FIPS 7 mm Solid state drive 2 5 inch 512 GB SATA 3 TLC 512 GB SATA 3 self encrypting SED Opal2 TLC 512 GB SATA 3 FIPS TLC 256 GB SATA 3 TLC 256 GB SATA 3 self encrypting SED TLC 240 GB SATA 3 TLC 240 GB SATA 3 Opal2 TLC 10 Solid state drive M 2 1 TB SATA 3 TLC 512 GB FIPS TLC 512 GB value PCIe 256 GB TLC P...

Page 16: ...Core i3 7320 processor Intel Core i3 7300 processor Intel Core i3 7100 processor Intel Core i3 6100 processor Intel Pentium G4600 processor Intel Pentium G4620 processor Intel Pentium G4560 processor Intel Celeron G3950 processor Intel Celeron G3930 processor Memory modules PC4 17000 16 GB 8 GB 4 GB WLAN modules Intel Dual Band Wireless AC 7265 NV Intel Dual Band Wireless AC 8265 vPro Intel Dual B...

Page 17: ...serial DisplayPort cable Power supply 180 W external Mouse HP PS2 Optical HP USB Optical HP USB Laser USB premium USB wired health care HP Antimicrobial HP USB Hardened HP USB Grey Keyboard Washable USB PS2 USB USB slim Wireless keyboard and mouse USB slim smart card Antimicrobial Wired health care Premium wireless 9 ...

Page 18: ...sudden discharge of static electricity from your finger or other conductor can destroy static sensitive devices or microcircuitry Often the spark is neither felt nor heard but damage occurs An electronic device exposed to electrostatic discharge ESD may not appear to be affected at all and can work perfectly throughout a normal cycle The device may function normally for a while but it has been deg...

Page 19: ...a product Preventing electrostatic damage to equipment Many electronic components are sensitive to ESD Circuitry design and structure determine the degree of sensitivity The following packaging and grounding precautions are necessary to prevent damage to electric components and accessories To avoid hand contact transport products in static safe containers such as tubes bags or boxes Protect all el...

Page 20: ...properly grounded tools and equipment Use static dissipative mats foot straps or air ionizers to give added protection Handle electrostatic sensitive components parts and assemblies by the case or PCB laminate Handle them only at static free work areas Turn off power and input signals before inserting and removing connectors or test equipment Use fixtures made of static safe materials when fixture...

Page 21: ...ccasionally clean the air vents on all vented sides of the computer Lint dust and other foreign matter can block the vents and limit the airflow Be sure to unplug the computer before cleaning the air vents Never operate the computer with the covers removed Keep liquids away from the computer and keyboard Install or enable power management functions of the operating system or other software includi...

Page 22: ...h side shields before attempting to clean debris from under the keys Visible debris underneath or between the keys may be removed by vacuuming or shaking Canned pressurized air may be used to clean debris from under the keys Caution should be used as too much air pressure can dislodge lubricants applied under the wide keys If you remove a key use a specially designed key puller to prevent damage t...

Page 23: ...gly 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 away from the work area to prevent damage Cables and connectors Most cables use...

Page 24: ...mperature extremes or products that have magnetic fields such as displays or speakers Lithium coin cell battery The battery that comes with the computer provides power to the real time clock and has a minimum lifetime of about three years See the appropriate removal and replacement chapter for the chassis you are working on in this guide for instructions on the replacement procedures WARNING This ...

Page 25: ... the operating system and turn off any external devices 3 Disconnect the power cord from the AC outlet and disconnect any external devices IMPORTANT Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord and wait approximately 30 seconds for the power to drain to avoid damage to the...

Page 26: ... 1 and at the same time rotate the rear of the cover up 2 Then slide the cover back to remove it from the base 3 3 To remove the front access cover after removing the rear access cover a Press the two release buttons on the rear of the front cover 1 and lift the cover straight up 2 to remove it NOTE There is a cable connected to the right side of the front cover 3 Be careful not to pull the cover ...

Page 27: ...sure to press this cover straight down To avoid damaging components on the underside of the cover do not slide access cover into place 5 To replace the rear access cover slide tabs on the front of the rear cover under the slots on the rear of the front cover 1 and then press the rear of the rear cover down 2 Make sure no wires or parts are pinched as the cover is seated 6 Reconnect the power cord ...

Page 28: ...d 2 4 Remove the cables from the clip 3 5 As shown in the following illustration loosen the two captive screws at the base of the display head s neck 1 While holding onto the bottom of the display head from the front with one hand slide the display head back with your other hand to clear it from the small metal retention tab and then lift the display off the base 2 IMPORTANT The display head is he...

Page 29: ...Internal components Components 1 Hard drive 3 RTC battery 2 M 2 SSD under the fan 4 Memory modules Internal components 21 ...

Page 30: ... Support Support CAS latency DDR4 2400 MHz 15 15 15 timing Slots 2 Maximum Memory 16 GB per memory slot 32 GB total Supported 4 Gbit and 8 Gbit non ECC memory technologies single sided and double sided SODIMMs Note The system will not operate properly if you install unsupported SODIMM memory SODIMMs constructed with x8 and x16 DDR devices are supported memory modules constructed with x4 SDRAM are ...

Page 31: ... of memory describes the total amount of memory assigned to dual channel and the remainder is assigned to single channel If one channel will have more memory than the other the larger amount should be assigned to channel A In any mode the maximum operational speed is determined by the slowest memory module in the system Installing memory modules There are two memory sockets on the system board To ...

Page 32: ...rnal contacts or dispose of in fire or water Replace the battery only with the HP spare designated for this product IMPORTANT Before replacing the battery it is important to back up the computer CMOS settings 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 ...

Page 33: ...wn until the clamp snaps over the other edge of the battery 2 5 Replace the base unit front and rear access panels See Base unit access covers on page 18 6 Reconnect the power cord and any external devices and then turn on the computer 7 Reset the date and time your passwords and any special system setups using Computer Setup RTC battery 25 ...

Page 34: ...ase unit rear and front access panels see Base unit access covers on page 18 3 Pull the release lever at the front of the drive outward 1 4 Slide the drive back until it stops and lift it out of the drive bay 2 5 Disconnect the cable from the rear of the hard drive 3 6 Remove the four mounting screws from the sides of the hard drive that was removed 26 Chapter 4 Removal and replacement procedures ...

Page 35: ...ides of the new hard drive 8 Connect the cable to the rear of the hard drive 1 Then align the mounting screws on the drive with the J slots on the sides of the drive bay and press the drive into the drive bay And then slide the drive forward until it locks in place 2 Hard drive 27 ...

Page 36: ...ion is shown from the back of the computer To remove the fans 1 Prepare the computer for disassembly see Preparing to disassemble the computer on page 17 2 Remove the base unit rear and front access panels see Base unit access covers on page 18 28 Chapter 4 Removal and replacement procedures ...

Page 37: ...3 Disconnect the fan cable from the system board 1 and then pull the fan straight up and off the posts to remove it 2 Right fan Left fan To install the fan reverse the removal procedures Fans 29 ...

Page 38: ...unit access covers on page 18 3 Remove the left fan see Fans on page 28 4 To remove an M 2 SSD remove the screw that secures the SSD to the system board 1 and then slide the SSD out of the system board connector 2 5 To install an M 2 SSD slide the connector end of the SSD into the system board connector 1 press the other end of the SSD down 2 and then secure the SSD to the system board with the sc...

Page 39: ...r cover down the neck of the stand 2 TIP If you cannot remove the display head rear panel because it does not fit over the stand varies by display size use a thin tool to remove the plastic cover on the rear of the stand neck then remove the display head rear panel Note that you cannot completely remove the display head rear panel it remains connected to the stand after the rear panel is removed f...

Page 40: ...bcam into the camera slot on the display head and press the webcam down so that it engages the internal latches 4 Reconnect the power cord and any external devices and then turn on the computer To install a webcam when a camera blank is installed in the camera slot on the display head 1 Prepare the computer for disassembly see Preparing to disassemble the computer on page 17 2 Remove the display h...

Page 41: ...the camera blank 1 and then slide the blank back to remove it from the display head 2 4 Insert the new camera into the camera slot on the display head and press the camera down so that it engages the internal latches Camera 33 ...

Page 42: ...ter for disassembly see Preparing to disassemble the computer on page 17 2 Remove the base unit rear and front access panels see Base unit access covers on page 18 3 Disconnect the antenna cables from the module 1 4 Remove the Phillips screw 2 that secures the module to the computer 5 Lift the module to a 45 degree angle and then pull it away to remove it from the socket 3 To install the WLAN modu...

Page 43: ...semble the computer on page 17 2 Remove the base unit rear and front access panels see Base unit access covers on page 18 3 Disconnect the antenna cables from the WLAN module 1 4 Disconnect the speaker cable from the system board 2 5 Remove two Torx screws 3 that secure each speaker to the computer 6 Remove the speakers from the computer 4 To install the speakers reverse the removal procedures Spe...

Page 44: ...s see Base unit access covers on page 18 3 Remove the left speaker see Speakers on page 35 4 Disconnect the main 1 and auxiliary 2 antenna cables from the WLAN module 5 Remove the cables from the clips along the routing path 3 6 Peel the auxiliary 4 and main 5 antennas off the frame To install the antenna reverse the removal procedures NOTE When connecting the antennas cables be sure to match the ...

Page 45: ...der indicated on the heat sink 1 CAUTION Remove heat sink retaining screws in diagonally opposite pairs as in an X to even the downward forces 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 5 Loosen the captive Torx screws on each end of the heat sink 2 6 Lift the heat sink out of the computer 3...

Page 46: ...l Pentium G4600 processor Intel Pentium G4620 processor Intel Pentium G4560 processor Intel Celeron G3950 processor Intel Celeron G3930 processor 1 Prepare the computer for disassembly see Preparing to disassemble the computer on page 17 2 Remove the base unit rear and front access panels see Base unit access covers on page 18 3 Remove the fans see Fans on page 28 4 Remove the heat sink see Heat s...

Page 47: ...le damage Once pins are damaged it may be necessary to replace the system board The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor s solder connections NOTE After installing a new processor onto the system board always update the system ROM to ensure that the latest version of the BIOS is being used on the computer The latest system BIOS ...

Page 48: ...ront access panels see Base unit access covers on page 18 3 Remove the fans see Fans on page 28 4 Remove the memory modules see Memory on page 22 5 Remove the WLAN module see WLAN module on page 34 6 Remove the heat sink see Heat sink on page 37 7 Remove the processor see Processor on page 38 8 Remove the two Torx screws 1 that secure the display stand bracket to the computer and then lift the bra...

Page 49: ...10 Remove the three screws that secure the I O bracket to the system board 11 Lift the I O bracket off the system board System board 41 ...

Page 50: ...tem board reverse the removal procedures Replace the thermal pad below the system board Updating SMBIOS Information When replacing the system board you must reprogram the SMBIOS information on the affected computer Failure to reprogram the board will result in eventual failure such as an activation failure need to reactivate the system or a system recovery failure 42 Chapter 4 Removal and replacem...

Page 51: ...el Product Name Enter the Model name number or marketing name Flexbuild Serial Number Enter the Serial Number of Unit Support SKU Number Enter the SKU or Product Number including Localization Code Support Asset Tag Enter the 18 byte identifier assigned to the computer Support Feature Byte Enter the Feature Byte string The feature byte string is case sensitive The label includes spaces after every ...

Page 52: ...ck Display connector WLAN Black WLAN module XU1 Black Processor socket BAT Black RTC battery CMOS Yellow Reset CMOS PSWD Black Clear system passwords SPKR Black Speaker CHFAN Black Fan connector CPUFAN White Fan connector SSD Black M 2 SSD drive DIMM3 Black Memory module SATA0 Dark blue Hard drive 44 Chapter 4 Removal and replacement procedures ...

Page 53: ...ower management virtualization support and language and keyboard type used in Setup and POST Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers Enable or disable DriveLock security or securely erase a hard drive when supported by drive Using Computer Setup F10 Utilities Computer Setup can be accessed only by turning the c...

Page 54: ...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 55: ...module System BIOS version ME Firmware version Intel only Video BIOS version Reference code revision Super I O firmware version USB Type C controller firmware version Born on date Serial number SKU number UUID Universally Unique Identifier Asset tracking number Feature byte Build ID Product family System board ID System board CT number Panel type Panel serial number Integrated MAC Address System D...

Page 56: ...a custom URL is recommended only for a managed IT environment Automatic BIOS Update Setting Allows configuration of a periodic check for updates NOTE If Microsoft Windows BitLocker Drive Encryption BDE is enabled it must be temporarily suspended before the BIOS is flashed Do not update Check for updates and prompt the user to accept or reject the update at that time Check for updates and install a...

Page 57: ...Computer Setup options may vary depending on the hardware configuration Table 5 2 Computer Setup Security Option Description Create BIOS Administrator Password Lets you set and enable a BIOS administrator password which controls access to the following features Setup Menu F10 3rd Party Option ROM Management F3 Update system ROM WMI commands that change system settings BIOS Configuration Utility BC...

Page 58: ...tory defaults and turns it off You will lose all created keys and data protected by those keys TPM Activation Policy F1 to boot Allow user to reject No prompts BIOS SureStart Verify Boot Block on every boot Select to enable HP SureStart BIOS Data Recovery Policy Select Automatic or Manual to determine data recovery process Manual recovery is intended only for situations where forensic analysis is ...

Page 59: ...fter the sensor detects removal of the cover If the password is set Administrator Password requires that the password be entered to boot the computer if the sensor detects that the cover has been removed Intel Software Guard Extensions SGX Intel SGX is a set of processor code instructions from that allows user level code to allocate private regions of memory that unlike normal process memory is al...

Page 60: ...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 available Set DriveLock Maste...

Page 61: ...abled 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 enabled Specify the order in which UEFI boot sources such as a internal hard drive USB hard drive USB optical drive or internal optical drive are checked for a bootabl...

Page 62: ...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 Boot key list to further restrict the allowed software components Set this option to disable to support Device Guard Ready BIOS for Device Guard Use Requires BIOS Administrator password to be configured and Secure B...

Page 63: ...o memory size Use this option to manage graphics memory allocation The value you choose is allocated permanently to graphics and is unavailable to the operating system Integrated Camera Clear to disable the integrated camera Default is enabled Audio Device Select to show the device in the operating system Default is enabled Integrated Microphone Clear to disable the integrated microphone This does...

Page 64: ...w all USB devices default Allow only keyboard and mouse Allow all but storage devices and hubs When some devices are restricted the system will disable USB ports that do not meet the allowed criteria This feature is usually combined with similar policies within the operating system since USB devices can be moved to different ports The ports disabled by the BIOS will remain disabled until the syste...

Page 65: ... shutdown goes to the S4 state for Windows 8 or later S0 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 Electronic labels Displays system labels Remote ...

Page 66: ...hnology AMT Recovering the configuration settings This method of recovery requires that you first perform the Save to Removable Media command with the Computer Setup F10 Utility before Restore is needed See Computer Setup Main on page 47 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...

Page 67: ...nnected USB drive NOTE To download the HP PC Hardware Diagnostics UEFI tool to a USB drive see Downloading HP PC Hardware Diagnostics UEFI to a USB device on page 59 b Hard drive c BIOS 3 When the diagnostic tool opens select the type of diagnostic test you want to run and then follow the on screen instructions NOTE If you need to stop a diagnostic test press esc Downloading HP PC Hardware Diagnos...

Page 68: ...s access to the tools from the HP website or from a server that has been preconfigured for use Your computer does not require the traditional local storage such as a disk drive or USB flash drive to run remote diagnostics Set a location for storing the test results You can also set the user name and password settings used for uploads Display status information about the diagnostics run previously ...

Page 69: ...f 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 86 for more information If you are working on a network plug another computer with a different cable into the network connection There may be a problem with the network plug or cable If you recently added new hardwar...

Page 70: ...e codes on page 86 for more information Press and hold any key If the system beeps then the keyboard should be operating correctly Check all cable connections for loose connections or incorrect connections Wake the computer by pressing any key on the keyboard or pressing the power button If the system remains in suspend mode shut down the computer by pressing and holding the power button for at le...

Page 71: ...p and will not turn off when the power button is pressed Cause Solution Software control of the power switch is not functional 1 Press and hold the power button for at least four seconds until the computer turns off 2 Disconnect the power cord from the electrical outlet Computer will not respond to keyboard or mouse Cause Solution Computer is in Sleep state To resume from Sleep state press the pow...

Page 72: ...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 malfunction you must manually disable the Smart Cover lock A key to unlock the Smart Cover Lock is not availabl...

Page 73: ...ect 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 application 2 Add more memory 3 Upgr...

Page 74: ...urned on If it is turned on then replace the power button assembly 5 If the 5V_aux light on the system board is off then replace the power supply 6 Replace the system board Solving power problems Common causes and solutions for power problems are listed in the following table Power supply shuts down intermittently Cause Solution If equipped with a voltage selector voltage selector switch on rear o...

Page 75: ...ower supply some models is set to the appropriate voltage Proper voltage setting depends on your region 2 Open the access panel and ensure the power supply cable is seated into the connector on the system board 3 Check if a device is causing the problem by removing ALL attached devices such as hard drives or optical drives and expansion cards Power on the system If the system enters POST then powe...

Page 76: ...Computer Setup Run the Computer Setup utility and ensure Device Available is selected for the device s SATA port in Advanced Port Options Drive responds slowly immediately after power up Run Computer Setup and increase the POST Delay in Advanced Boot Options Nonsystem disk NTLDR missing message Cause Solution The system is trying to start from the hard drive but the hard drive may have been damage...

Page 77: ...t do not respond 2 Attempt the normal Windows Shut Down procedure If this fails press the power button for four or more seconds to turn off the power To restart the computer press the power button again Solving audio problems If the computer has audio features and you encounter audio problems see the common causes and solutions listed in the following table Sound cuts in and out Cause Solution Pro...

Page 78: ...pears to be locked up while recording audio Cause Solution The hard disk may be full Before recording make sure there is enough free space on the hard disk You can also try recording the audio file in a compressed format Line in jack is not functioning properly Cause Solution Jack has been reconfigured in the audio driver or application software In the audio driver or application software reconfig...

Page 79: ...f paper Check the paper tray and refill it if it is empty Solving keyboard and mouse problems If you encounter keyboard or mouse problems see the documentation that came with the equipment and to the common causes and solutions listed in the following table Keyboard commands and typing are not recognized by the computer Cause Solution Keyboard connector is not properly connected Shut down the comp...

Page 80: ... state Press the power button to resume from Sleep state CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data If using a wireless mouse you may need resynchronize the mouse with the computer Follow the instructions that came with the mouse Solving hardware installatio...

Page 81: ...rch box and then select Device Manager from the list of applications USB ports on the computer are disabled in Computer Setup Run the Computer Setup utility and ensure that Device available is selected for appropriate USB ports under Advanced Port Options Computer will not start Cause Solution Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location 1 Re...

Page 82: ...etwork status link light never flashes NOTE The network status light is supposed to flash when there is network activity Cause Solution No active network is detected Check cabling and network equipment for proper connection Network controller is not set up properly Check for the device status within Windows such as Device Manager for driver load and the Network Connections applet within Windows fo...

Page 83: ... an authorized service provider Diagnostics passes but the computer does not communicate with the network Cause Solution Network drivers are not loaded or driver parameters do not match current configuration Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller Make sure the correct network client and protocol is installed The net...

Page 84: ...tility reports unprogrammed EEPROM Cause Solution Unprogrammed EEPROM Contact an authorized service provider Solving memory problems If you encounter memory problems some common causes and solutions are listed in the following table CAUTION Power may still be supplied to the DIMMs when the computer is turned off depending on the Management Engine ME settings To avoid damage to the DIMMs or the sys...

Page 85: ...y Check that the memory modules have been installed correctly and that proper modules are used Integrated graphics may use system memory No action required Insufficient memory error during operation Cause Solution Too many Terminate and Stay Resident programs TSRs are installed Delete any TSRs that you do not need You have run out of memory for the application Check the memory requirements for the...

Page 86: ...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 followin...

Page 87: ...history section click the Delete button 4 Select the Cookies and website data check box and click the Delete button Cannot automatically launch Internet programs Cause Solution You must log on to your ISP before some programs will start Log on to your ISP and launch the desired program Solving software problems Most software problems occur as a result of the following The application was not insta...

Page 88: ...ge is displayed Cause Solution Software being used is not Microsoft certified for your version of Windows Verify that the software is certified by Microsoft for your version of Windows see program packaging for this information Configuration files are corrupt If possible save all data close all programs and restart the computer 80 Chapter 7 Troubleshooting without diagnostics ...

Page 89: ...s been replaced For information on creating recovery media see Using HP Recovery media select products only on page 81 For information on the recovery options that are available using the recovery media see Using Windows tools on page 82 Use Windows tools to create system restore points and create backups of personal information See Using Windows tools on page 82 NOTE If storage is 32 GB or less M...

Page 90: ...n an external device such as a USB hub If you cannot create DVD media yourself you can obtain recovery discs for your computer from HP You can find contact information on the HP website Go to http www hp com support select your country or region and follow the on screen instructions Be sure that the computer is connected to AC power before you begin creating the recovery media The creation process...

Page 91: ...tion select products only or use the HP Recovery media For more information see Recovering using HP Recovery Manager on page 83 If you have not already created recovery media see Using HP Recovery media select products only on page 81 On select products if you want to recover the computer s original factory partition and content or if you have replaced the hard drive you can use the Factory Reset ...

Page 92: ...ere installed at the factory Factory Reset Restores the computer to its original factory state by deleting all information from the hard drive and re creating the partitions Then it reinstalls the operating system and the software that was installed at the factory The HP Recovery partition select products only allows System Recovery only Using the HP Recovery partition select products only The HP ...

Page 93: ...ts with keyboards attached Turn on or restart the computer or tablet quickly press esc and then press f9 for boot options For tablets without keyboards Turn on or restart the tablet and then quickly hold down the volume up button then select f9 or Turn on or restart the tablet and then quickly hold down the volume down button then select f9 3 Select the optical drive or USB flash drive from which ...

Page 94: ...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 45 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 95: ...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 96: ...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 DIMMs so that each channel has the same amount of memory 2E5 ECC Memory Module Detected...

Page 97: ...ror Hard disk 2 error 1 Check and or replace cables 2 Clear CMOS See Password security and resetting CMOS on page 93 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 CMOS See Password security and resetting CMOS on page 93 3 Reconfigure card resources...

Page 98: ...properly attached For optimal performance the SATA 0 and SATA 1 ports should be used for hard drives before other ports Ensure SATA connectors are used in ascending order For one device use SATA 0 For two devices use SATA 0 and SATA 1 For three devices use SATA 0 SATA 1 and SATA 2 90B Fan Failure The system has detected that a cooling fan is not operating correctly 1 Reseat fan 2 Reseat fan cable ...

Page 99: ... used Number of long beeps blinks Error category 1 Not used 2 BIOS 3 Hardware 4 Thermal 5 System board Patterns of blink beep codes are determined by using the following parameters 1 second pause occurs after the last major blink 2 second pause occurs after the last minor blink Beep error code sequences occur for the first 5 iterations of the pattern and then stop Blink error code sequences contin...

Page 100: ...upport an enabled feature Thermal 4 2 A processor over temperature condition has been detected 4 3 An ambient temperature over temperature condition has been detected 4 4 An MXM over temperature condition has been detected System board 5 2 The embedded controller cannot find valid firmware 5 3 The embedded controller has timed out waiting for the BIOS 5 4 The embedded controller has timed out wait...

Page 101: ...MOS button 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 45 for information on backing up the BIOS setti...

Page 102: ...edures 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 callouts on page 44 5 Remove the jump...

Page 103: ...ectricity 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 defaults It is important to back up the computer CMOS settings before resetting them in case they are needed later Back up is easily done through Computer Setup See Computer Setup F10 Utili...

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: ...6 8 kg Without base 16 lb 7 28 kg Entire system 22 8 lb 10 3 kg Temperature Range Operating 50 to 95 F 10 to 35 C Nonoperating 22 to 140 F 30 to 60 C Relative Humidity non condensing Operating 10 90 at ambient Non operating 5 95 at ambient Maximum Altitude unpressurized Operating 0 10 000 ft 0 3 048 m Non operating 0 30 000 ft 0 9 144 m Power Supply Rated Voltage Range 100 240 V Rated Line Frequen...

Page 113: ...ements 97 Customer Support 61 D display head front components 3 removal 20 replacement 20 display head rear panel removing 31 E electrostatic discharge ESD 10 preventing damage 11 error codes 86 91 messages 86 F F10 Setup access problem 63 fan illustrated 7 removing 28 FHD webcam components 4 flash drive problems 77 flashing LEDs 91 G general problems 63 grounding methods 12 H hard drive illustrat...

Page 114: ... Recovery Manager 82 using 81 recovery partition removing 85 removal and replacement procedures All in One chassis 17 antenna 36 display head rear panel 31 fan 28 heat sink 37 preparing to disassemble the computer 17 speakers 35 system board 40 thermal module 37 WLAN module 34 removing personal data from volatile system memory 98 resetting CMOS 93 password jumper 93 S safety and comfort 61 safety ...

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