HP ProDesk 400 G3 Small Form Factor Page 76 Maintenance And Service Manual Download | Manualshive

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Drive not found (identified).

Cause

Solution

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

Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in 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 damaged.

▲

Perform Drive Protection System (DPS) testing in system
ROM.

System files missing or not properly installed.

1.

Insert bootable media and restart the computer.

2.

Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.

3.

Install system files for the appropriate operating system.

Hard drive boot has been disabled in Computer Setup.

Run the Computer Setup utility and enable the hard drive entry in
the Advanced > Boot Options list.

Bootable hard drive is not attached as first in a multi-hard drive
configuration.

If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.

Bootable hard drive is not listed first in the Boot Order.

Run the Computer Setup utility and select Advanced > Boot
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.

Computer will not boot from hard drive.

Cause

Solution

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

1.

Check SATA cable connections.

2.

Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.

Boot order is not correct.

Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.

Hard drive is damaged.

Observe if the front panel Power LED is blinking RED and if any
beeps are heard. See

POST error messages and diagnostic front

panel LEDs and audible codes on page 92

to determine possible

causes for the blinking red and beep codes.

See the Worldwide Limited Warranty for terms and conditions.

68

Chapter 6 Troubleshooting without diagnostics

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Summary of Contents for ProDesk 400 G3 Small Form Factor

Page 1: ...Maintenance and Service Guide HP ProDesk 400 G3 Small Form Factor ...

Page 2: ...rotected by copyright No part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett Packard Company First Edition January 2016 Document Part Number 838740 001 Software terms By installing copying downloading or otherwise using any software product preinstalled on this computer you agree to be bound by the terms of the HP End U...

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

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

Page 5: ...ic 10 Preventing electrostatic damage to equipment 10 Personal grounding methods and equipment 10 Grounding the work area 11 Recommended materials and equipment 11 Operating guidelines 12 Routine care 12 General cleaning safety precautions 12 Cleaning the Computer Case 12 Cleaning the keyboard 13 Cleaning the monitor 13 Cleaning the mouse 13 Service considerations 14 Power supply fan 14 Tools and ...

Page 6: ...s 30 Drive positions 31 Removing a 9 5mm slim optical drive 31 Installing a 9 5mm slim optical drive 32 Removing and replacing a hard drive 33 Fan 37 Fan sink 38 Processor 39 Power supply 40 Front I O assembly 42 Power switch assembly 43 Speaker 44 System board 44 System board callouts 46 Changing from desktop to tower configuration 47 5 Computer Setup F10 Utility 48 Computer Setup F10 Utilities 4...

Page 7: ...1 7 POST error messages and diagnostic front panel LEDs and audible codes 92 POST numeric codes and text messages 92 Interpreting system validation diagnostic front panel LEDs and audible codes 97 8 Password security and resetting CMOS 99 Resetting the password jumper 99 Clearing and resetting the BIOS 101 9 Using HP PC Hardware Diagnostics UEFI 102 Downloading HP PC Hardware Diagnostics UEFI to a...

Page 8: ...tem Recovery when Windows is responding 110 System Recovery when Windows is not responding 111 System Recovery using recovery media select models only 111 Using HP Recovery Disc operating system discs select models only 112 Appendix A Battery replacement 114 Appendix B Statement of Volatility 117 Appendix C Power cord set requirements 118 General requirements 118 Japanese power cord requirements 1...

Page 9: ...uter model run the HP Support Assistant utility NOTE This computer model can be used in a tower orientation or a desktop orientation Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer Keep these numbers available for use when contacting customer service for assistance Standard configuration features 1 ...

Page 10: ...nal 6 Hard Drive Activity Light 3 USB 3 0 Ports blue 7 Dual State Power Button 4 Microphone Connector NOTE The Power On Light is normally white when the power is on If it is flashing red there is a problem with the computer and it is displaying a diagnostic code Refer to POST error messages and diagnostic front panel LEDs and audible codes on page 92 to interpret the code 2 Chapter 1 Product featu...

Page 11: ... Power Cord Connector NOTE An optional second serial port and an optional parallel port are available from HP When a graphics card is installed in one of the system board slots the video connectors on the graphics card and the integrated graphics on the system board may be used at the same time However for such a configuration only the display connected to the discrete graphics card will display P...

Page 12: ...ation for all chassis Item Description 1 System board includes replacement thermal material 2 Front bezel 3 Access panel 4 Power supply 180W Energy Star 6 0 Memory modules PC4 17000 CL15 16 GB 8 GB 4 GB Processors include replacement thermal material 4 Chapter 2 Illustrated parts catalog ...

Page 13: ...L3 cache 65W Intel Pentium G4500 3 5 GHz 3 MB L3 cache 65W Intel Pentium G4400 3 3 GHz 3 MB L3 cache 65W Intel Celeron G3920 2 9 GHz 2 MB L3 cache 65W Intel Celeron G3900 2 8 GHz 2 MB L3 cache 65W Cables and adapters Description SATA data cable 150 mm 2 straight ends SATA data cable 200 mm 2 straight ends DisplayPort cable M 2 USB cable Adapter USB to serial Adapter DisplayPort to VGA Adapter Disp...

Page 14: ... assembly 8 Printer port PCI card 9 GeForce GT 730 graphics card 2 GB DDR3 PCIe x8 Nvidia NVS 310 graphics card 512 MB DDR3 PCIe x16 not illustrated WLAN modules Intel 802 11 a b g n 2x2 Bluetooth 4 0 Wireless NIC Intel Dual Band Wireless 7265NV 802 11 a b g n 2x2 Wireless NIC Intel Dual Band Wireless 7265AN 802 11 a b g n 2x2 Wireless NIC Intel Dual Band Wireless AC 3165 6 Chapter 2 Illustrated p...

Page 15: ...ed Cable Lock HP Dual Head Keyed Cable Lock HP Master Keyed Cable Lock 10mm Chassis stand Power cord WLAN antennas Mouse PS2 optical HP USB laser Washable HP USB Antimicrobial USB optical HP wireless HP USB hardened Keyboard HP Conferencing PS 2 slim PS 2 USB slim USB USB Essential USB unbranded Katydid PS2 USB washable Smartcard USB Wireless keyboard and mouse with dongle Anitmicrobial Misc parts...

Page 16: ... GB Solid state Drive SSD 3D NAND 256 GB Solid state Drive SSD self encrypting SED 256 GB Solid state Drive SSD 180 GB Solid state Drive SSD 180 GB Solid state Drive SSD MLC OPAL2 0 128 GB Solid state Drive SSD 128 GB Solid state Drive SSD 3D NAND 128 GB Solid state Drive SSD self encrypting SED 120 GB Solid state Drive SSD 120 GB Solid state Drive SSD MLC OPAL2 0 2 Optical drive Blu ray BD RW Sup...

Page 17: ...arge information A 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 ...

Page 18: ...s 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 electrostatic parts and assemblies with conductive or approved containers or packaging Keep electrostatic sensitive parts in their containers until they arrive at static free stations Place items on a grounded surface be...

Page 19: ... work areas Turn off power and input signals before inserting and removing connectors or test equipment Use fixtures made of static safe materials when fixtures must directly contact dissipative surfaces Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam Use field service tools such as cutters screwdrivers and vacuums that are conductive Recommended...

Page 20: ...ject to each other s re circulated or preheated air If the computer is to be operated within a separate enclosure intake and exhaust ventilation must be provided on the enclosure and the same operating guidelines listed above will still apply Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install or enable power managemen...

Page 21: ... Caution should be used as too much air pressure can dislodge lubricants applied under the wide keys If you remove a key use a specially designed key puller to prevent damage to the keys This tool is available through many electronic supply outlets CAUTION Never remove a wide leveled key like the space bar from the keyboard If these keys are improperly removed or installed the keyboard may not fun...

Page 22: ...damage the unit HP strongly recommends that all screws removed during disassembly be kept with the part that was removed then returned to their proper locations CAUTION Metric screws have a black finish U S screws have a silver finish and are used on hard drives only CAUTION As each subassembly is removed from the computer it should be placed away from the work area to prevent damage Cables and co...

Page 23: ...lock 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 computer contains a lithium battery There is a risk of fire and chemical burn if the battery is handled improperly Do not disassemble crush puncture short external contacts dispose in wa...

Page 24: ...etermines that a failure is imminent it generates a fault alert Cable management Always follow good cable management practices when working inside the computer Keep cables away from major heat sources like the heat sink Do not jam cables on top of expansion cards or memory modules Printed circuit cards like these are not designed to take excessive pressure on them Keep cables clear of sliding or m...

Page 25: ...rocedures 1 Remove disengage any security devices that prohibit opening the computer 2 Remove all removable media such as compact discs or USB flash drives from the computer 3 Turn off the computer properly through the operating system then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION Turn off the computer before discon...

Page 26: ... Prepare the computer for disassembly Preparation for disassembly on page 17 2 Remove the access panel Access panel on page 18 3 Lift up the three tabs on the top side of the bezel 1 and then rotate the bezel off the chassis 2 NOTE You may need a tool to pry up the three bezel tabs or you can remove the hard drive cage to make the tabs easier to access To install the front bezel reverse the remova...

Page 27: ...emoved before installing an optical drive To remove a bezel blank 1 Remove the access panel Access panel on page 18 2 Remove the front bezel Front bezel on page 18 3 To remove a slim optical drive bezel blank press inward on the two retaining tabs 1 and pull the blank off the front bezel 2 Slim optical drive bezel blank 19 ...

Page 28: ... x16 expansion socket NOTE The PCI Express sockets support only low profile cards You can install a PCI Express x1 x4 x8 or x16 expansion card in the PCI Express x16 socket For dual graphics card configurations the first primary card must be installed in the PCI Express x16 socket To remove replace or add an expansion card 1 Prepare the computer for disassembly Preparation for disassembly on page ...

Page 29: ...xpansion card in a vacant PCI Express x16 socket remove the appropriate expansion slot cover on the back of the chassis Pull the slot cover straight up then away from the inside of the chassis b If you are installing an expansion card in a vacant PCI Express x1 socket insert a flatblade screwdriver into the slots on the rear of expansion slot cover 1 and rock the slot cover back and forth to break...

Page 30: ...card and carefully rock the card back and forth until the connectors pull free from the socket Pull the expansion card straight up from the socket 6 Store the removed card in anti static packaging 7 If you are not installing a new expansion card install an expansion slot cover to close the open slot CAUTION After removing an expansion card you must replace it with a new card or expansion slot cove...

Page 31: ...rd straight down into the expansion socket on the system board 2 NOTE When installing an expansion card press firmly on the card so that the whole connector seats properly in the expansion card socket 9 Rotate the slot cover retention latch back in place to secure the expansion card 10 Connect external cables to the installed card if needed Connect internal cables to the system board if needed 11 ...

Page 32: ...sembly on page 17 2 Remove the optical drive from the drive cage a Disconnect the power cable 1 and data cable 2 from the rear of the optical drive b Press the release lever on the back of the drive 3 c Slide the drive out of the front of the chassis 4 3 Disconnect the data cable 1 and power cable 2 from the rear of the hard drive and remove the cables from the retainer clip 3 24 Chapter 4 Removal...

Page 33: ...nward on the drive cage release latch 1 rotate the drive cage up 2 and then slide the tabs on the side of the drive cage out of the chassis 3 To install the drive cage reverse the removal procedure Drive cage 25 ...

Page 34: ...atency 15 DDR4 2133 MHz 15 15 15 timing contain the mandatory JEDEC SPD information In addition the computer supports 512 Mbit 1 Gbit and 2 Gbit non ECC memory technologies single sided and double sided DIMMs DIMMs constructed with x8 and x16 DDR devices DIMMs constructed with x4 SDRAM are not supported NOTE The system will not operate properly if you install unsupported DIMMs Populating DIMM sock...

Page 35: ...the power on state voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet Adding or removing memory modules while voltage is present may cause irreparable damage to the memory modules or system board The memory module sockets have gold plated metal contacts When upgrading the memory it is important to use memory modules with gold plated metal c...

Page 36: ...um performance populate the sockets so that the memory capacity is spread as equally as possible between Channel A and Channel B 6 Push the module down into the socket ensuring that the module is fully inserted and properly seated Make sure the latches are in the closed position 3 The computer should automatically recognize the additional memory the next time you turn on the computer 28 Chapter 4 ...

Page 37: ...oard Label Color Component 1 PCI Express x16 X16PCIEXP black Expansion Card 2 PCI Express x1 X1PCIEXP1 black Expansion Card 3 DIMM3 Channel A DIMM3 black Memory Module 4 DIMM1 Channel B DIMM1 black Memory Module 5 Battery BAT black Memory Module 6 SATA 3 0 SATA1 light blue Optical Drive 7 SATA 3 0 SATA0 dark blue Primary Hard Drive System board connections 29 ...

Page 38: ...e Drive SSD MLC OPAL2 0 128 GB Solid state Drive SSD 128 GB Solid state Drive SSD 3D NAND 128 GB Solid state Drive SSD self encrypting SED 120 GB Solid state Drive SSD 120 GB Solid state Drive SSD MLC OPAL2 0 Optical drive Blu ray BD RW SuperMulti XL Drive DVD RW drive DVD ROM drive When installing drives follow these guidelines The primary Serial ATA SATA hard drive must be connected to the dark ...

Page 39: ...products that have magnetic fields such as monitors or speakers If a drive must be mailed place the drive in a bubble pack mailer or other protective packaging and label the package Fragile Handle With Care Drive positions 1 9 5mm slim optical drive bay 2 Hard drive bay NOTE The drive configuration on your computer may be different than the drive configuration shown above To verify the type and si...

Page 40: ...re the computer for disassembly Preparation for disassembly on page 17 2 Remove the access panel Access panel on page 18 3 Remove the front bezel Front bezel on page 18 if you are installing a drive in a bay covered by a bezel blank and then remove the bezel blank See Slim optical drive bezel blank on page 19 for more information 4 Align the small pin on the release latch with the small hole on th...

Page 41: ...connectors Removing and replacing a hard drive NOTE Before you remove the old hard drive be sure to back up the data from the old hard drive so that you can transfer the data to the new hard drive 1 Prepare the computer for disassembly Preparation for disassembly on page 17 2 Remove the access panel Access panel on page 18 3 Remove the optical drive and drive cage Drive cage on page 24 4 Remove th...

Page 42: ...nstall the new drive in the drive cage If you are installing a 3 5 inch hard drive slide the drive in the drive cage 1 and secure the drive with four 6 32 standard screws 2 NOTE The four screw holes for the 3 5 inch hard drive are stamped A on the top of the drive cage 34 Chapter 4 Removal and replacement procedures Small Form Factor ...

Page 43: ...ard drive place the drive in the drive cage 1 and secure the drive with four M3 metric screws 2 NOTE The four screw holes for the 2 5 inch hard drive are stamped B on the top of the drive cage 6 Lower the drive cage into place Drives 35 ...

Page 44: ...rough the retainer clip 3 8 Slide the optical drive through the front bezel all the way into the bay 1 so that it locks in place 2 and then connect the power cable 3 and data cable 4 to the rear of the drive 9 Reassemble the computer 36 Chapter 4 Removal and replacement procedures Small Form Factor ...

Page 45: ...e 17 2 Remove the access panel Access panel on page 18 3 From the outside rear of the chassis remove the two Phillips screws that secure the fan to the chassis 4 From inside the chassis disconnect the fan cable from the system board connector labeled CHFAN 1 5 Lift the fan out of the chassis 2 To install the fan reverse the removal procedures Fan 37 ...

Page 46: ...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 4 Lift the heat sink from atop the processor When reinstalling the fan sink make sure that its bottom has been cleaned with an alcohol wipe and fresh thermal grease has been applied to the top of the processor CAUTION Fan sink retaining screw...

Page 47: ... on page 18 3 Remove the fan sink Fan sink on page 38 4 Rotate the locking lever to its full open position 1 5 Raise and rotate the microprocessor retainer to its fully open position 2 6 Carefully lift the processor from the socket 3 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 ne...

Page 48: ...ide of the chassis 1 Prepare the computer for disassembly Preparation for disassembly on page 17 2 Remove the access panel Access panel on page 18 3 Remove the drive cage Drive cage on page 24 4 From the outside rear of the computer remove the three Torx screws that secure the power supply to the rear of the chassis 5 Release the power supply cables from the cable retaining clips 6 Disconnect all ...

Page 49: ...er supply forward and then lift it out of the chassis To install the power supply reverse the removal procedure CAUTION When installing the power supply cables make sure they are properly positioned in the clip under the drive cage Power supply 41 ...

Page 50: ...tor labeled FRONT USB 3 0 2 Blue connector labeled FRONT AUD 6 Remove the cables from the cable clips under the drive cage 3 7 Remove the Torx screw that secures the assembly to the front of the chassis 8 Pull the assembly out of the front of the computer NOTE Be sure to correctly route the cables beneath the drive cage when reinstalling the assembly Proper cable routing prevents damage to the cab...

Page 51: ... From inside the chassis disconnect the cable from the system board connector labeled PB LED 1 6 Press the tab on the left side of the power switch 2 7 Pull the power switch out the front of the chassis while threading the cable through the hole in the front of the chassis 3 To install the power switch assembly first insert the cable through the hole from the front of the chassis After inserting t...

Page 52: ... the chassis 6 Disconnect the speaker cable from the system board labeled SPKR 1 7 Remove the speaker cable from the metal clip 2 and then remove the speaker from the computer 3 To install the speaker reverse the removal procedures System board 1 Prepare the computer for disassembly Preparation for disassembly on page 17 2 Remove the access panel Access panel on page 18 3 When replacing the system...

Page 53: ...screws 1 that secure the system board to the chassis 7 Slide the system board toward the front of the chassis to disengage the connectors 2 8 Lift the system board up and out of the chassis 3 To install the system board reverse the removal procedure NOTE When replacing the system board you must also change the chassis serial number in the BIOS CAUTION When reconnecting the cables it is important t...

Page 54: ...SD RDR Black Card reader DIMM3 Black Memory module PSWD Green Clear system passwords DIMM1 Black Memory module X16PCIEXP Black Expansion card BAT Black RTC battery X1PCIEXP1 Black Expansion card PB LED Black Power switch FRONT AUD Blue Front I O PWR White 24 pin main power FRONT USB3 0 Blue Front I O CHFAN Black Rear fan connector CMOS Yellow Reset CMOS SATA0 Dark blue Hard drive 46 Chapter 4 Remo...

Page 55: ...ient the computer so that its right side is facing down and place the computer in the optional stand NOTE To stabilize the computer in a tower orientation HP recommends the use of the optional tower stand 3 Reconnect the power cord and any external devices then turn on the computer NOTE Ensure at least 10 2 centimeters 4 inches of space on all sides of the computer remains clear and free of obstru...

Page 56: ...ferent types of boot sources Configure features such as Secure Boot power management virtualization support and language and keyboard type used in Setup and POST Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers Enable or disable DriveLock security or securely erase a hard drive when supported by drive Using Computer Set...

Page 57: ... Advanced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been saved then factory defaults are used NOTE Settings in the Security menu are not modified by Apply Defaults Those values are reset by Restore Security Settings to Factory Defaults at the bottom of the Security menu NOTE Not all settings shown in the follow...

Page 58: ...erial 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 Advanced Diagnostics installed the application will launch If HP Advanced Diagnostics is not installed then a basic version built into the BIOS will provide the capability to perf...

Page 59: ...OS file to the correct location on the hard drive or USB device 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 Restore current settings from USB device Restores system configuration from a USB flash media device Save Custom Defaults Saves the cur...

Page 60: ...ies Let you set the guidelines for a valid password Options include Password minimum length Requires at least one symbol Requires at least one number Requires at least one upper case character Requires at least one lower case character Allow spaces Clear Password Jumper Select Honor to allow or Ignore to not allow the absence of the password jumper to clear the passwords at boot up Default is Hono...

Page 61: ...as been erased with a program that utilizes Secure Erase firmware commands no file recovery program partition recovery program or other data recovery method will be able to extract data from the drive Save Restore MBR of the system hard drive NOTE Windows 8 1 and Windows 10 systems are generally not formatted to include an MBR Instead they use GUID Partition Table GPT format which better supports ...

Page 62: ...ter can boot from as well as other options including Startup Menu Delay sec Enabling this feature will add a user specified delay to the POST process One purpose for the delay is to provide additional time to activate hotkeys such as Esc for the Startup Menu or F10 for Computer Setup Fast Boot Default is enabled for Windows 8 1 or later and disabled for Windows 7 systems CD ROM Boot Default is ena...

Page 63: ...ure Boot Lets you make sure an operating system is legitimate before booting to it making Windows resistant to malicious modification from preboot to full OS booting preventing firmware attacks UEFI and Windows Secure Boot only allow code signed by pre approved digital certificates to run during the firmware and OS boot process Default is Legacy Support Enable and Secure Boot Disable for Windows 7...

Page 64: ... reminder which can be set for 15 30 60 90 120 or 180 days The reminder will show during POST after the reminder timer has expired Video 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 Audio Device Select to show the device in the operating system Default is enabled Internal Speake...

Page 65: ...Launch Policy All legacy All UEFI All UEFI except video Power Management Options Runtime Power Management enable disable Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor Default is enabled Extended Idle Power States enable disable Allows certain operating systems to decrease the process...

Page 66: ...t computer to be transparently redirected to the guest operating system Unconfigure AMT on next boot Do Not Apply Apply Default is Do Not Apply SOL Terminal Emulation Mode ANSI VT100 Default is ANSI SOL terminal emulation mode is only activated during remote AMT redirection operations The emulation options allow administrators to select which mode works best with their console Show Unconfigure ME ...

Page 67: ...device This file can be edited to change the settings on Restore An asterisk marks the selected option for a setting NOTE It is recommended that you save any modified computer configuration settings to a USB flash media device and save the device for possible future use To restore the configuration insert the USB flash media device with the saved configuration and perform the Restore from Removabl...

Page 68: ... 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 92 for more information If the screen is blank plug the monitor into a different video port on the computer if one is available Or replace the monitor with a monitor that you know is functioning properly If you are working on a network plug another ...

Page 69: ...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 codes that will help you diagnose the problem Refer to POST error messages and diagnostic front panel LEDs and audible codes on page 92 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and...

Page 70: ...applied to the system board To reduce the risk of personal injury from electrical shock and or hot surfaces be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching Cannot access the Computer Setup F10 Utility when booting the computer Cause Solution The Computer Setup F10 Utility is set to fast boot causing the F10 access screen to...

Page 71: ...d 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 on and that the speakers volume control is set correctly 3 Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume...

Page 72: ...clear applications that you do not want to launch automatically and the click OK In Windows 8 1 a On the Start screen right click and then select the All apps icon b Under Windows System click Run c Type msconfig and then press Enter d On the Startup tab of the System Configuration Utility clear applications that you do not want to launch automatically and the click OK In Windows 10 a Type msconfi...

Page 73: ...ds If the hard drive LED turns white then 1 If equipped with a voltage selector check that the voltage selector located on the rear of the power supply is set to the appropriate voltage Proper voltage setting depends on your region 2 Remove the expansion cards one at a time until the 5V_aux light on the system board turns on 3 Replace the system board OR Press and hold the power button for less th...

Page 74: ...stem fan spins If the fan does not spin make sure the fan cable is plugged onto the system board header 3 If fan a plugged in and not spinning replace it Power LED flashes Red four times once every second followed by a two second pause and the computer beeps four times Beeps stop after fifth iteration but LEDs continue flashing Computer powered off automatically and the Power LED flashes red three...

Page 75: ... drive Select Properties and then select the Tools tab Under Error checking click Check Now In Windows 8 1 on the Start screen type e and then click File Explorer from the list of applications In the left column expand Computer right click on a drive select Properties and then select the Tools tab Under Error checking click Check In Windows 10 type file in the taskbar search box and then select Fi...

Page 76: ...ard drive entry in the Advanced Boot Options list Bootable hard drive is not attached as first in a multi hard drive configuration If attempting to boot from a hard drive ensure it is attached to the system board dark blue SATA connector Bootable hard drive is not listed first in the Boot Order Run the Computer Setup utility and select Advanced Boot Options and ensure the bootable hard drive is li...

Page 77: ...rd If using an SD card make sure that the lock tab located on the right of the SD card is not in the locked position If using a Memory Stick PRO card make sure that the lock tab located on the bottom of the Memory Stick PRO card is not in the locked position Can not write to the media card Cause Solution The media card is a read only memory ROM card Check the manufacturer s documentation included ...

Page 78: ... installed into the computer and you are turning the PC on for the first time Wait a few seconds so that the operating system can recognize the reader and the available ports and then recognize the media inserted in the reader After inserting a media card in the reader the computer attempts to boot from the media card Cause Solution The inserted media card has boot capability 1 If you do not want ...

Page 79: ...e monitor 1 In Control Panel select Category from the View by list then under Appearance and Personalization select Adjust screen resolution To access Control Panel in Windows 7 click Start and then select Control Panel To access Control Panel in Windows 8 1 from the Start screen type c and then select Control Panel from the list of applications To access Control Panel in Windows 10 type control p...

Page 80: ...deo Replace the system board Monitor does not function properly when used with energy saver features Cause Solution Monitor without energy saver capabilities is being used with energy saver features enabled Disable monitor energy saver feature Dim characters Cause Solution The brightness and contrast controls are not set properly Adjust the monitor brightness and contrast controls Cables are not p...

Page 81: ...on Monitor video cable is disconnected Connect the video cable between the monitor and computer CAUTION Ensure that the computer power is off while connecting the video cable Out of Range displays on screen Cause Solution Video resolution and refresh rate are set higher than what the monitor supports Restart the computer and enter Safe Mode Change the settings to a supported setting then restart t...

Page 82: ...uzzy focus streaking ghosting or shadowing effects horizontal scrolling lines faint vertical bars or unable to center the picture on the screen flat panel monitors using an analog VGA input connection only Cause Solution Flat panel monitor s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card 1 Select the monitor s Auto Adjustme...

Page 83: ...er Setup Enable the audio in Computer Setup Advanced Built in Device Options The external speakers are not turned on Turn on the external speakers The audio device may be connected to the wrong jack Ensure that the device is connected to the correct jack on the computer The rear audio jack output is the green receptacle The speakers should be plugged into the line out jack and the headphones shoul...

Page 84: ...ice Sound from headphones is not clear or muffled Cause Solution Headphones are plugged into the rear audio output connector The rear audio output connector is for powered audio devices and is not designed for headphone use Plug the headphones into the headphone connector on the front of the computer Computer appears to be locked up while recording audio Cause Solution The hard disk may be full Be...

Page 85: ...lowing table Printer will not print Cause Solution Printer is not turned on and online Turn the printer on and make sure it is online The correct printer drivers for the application are not installed 1 Install the correct printer driver for the application 2 Try printing using the MS DOS command DIR C printer port where printer port is the address of the printer being used If the printer works rel...

Page 86: ... 0 port that is separated from ports with USB 3 0 devices If you still experience interference you may have to place the connectors farther apart using an external USB hub Keyboard commands and typing are not recognized by the computer Cause Solution Keyboard connector is not properly connected Shut down the computer reconnect the keyboard to the back of the computer and then restart the computer ...

Page 87: ...ow keys to select Shut Down and then press Enter 4 After the shutdown is complete plug the mouse connector into the back of the computer or the keyboard and restart Program in use has stopped responding to commands Shut down the computer using the keyboard then restart the computer Mouse may need cleaning Remove the roller ball cover on the mouse and clean the internal components Mouse may need re...

Page 88: ...n Turn off the computer turn on the external device then turn on the computer to integrate the device with the computer system When the system advised you of changes to the configuration you did not accept them Reboot the computer and follow the instructions for accepting the changes A plug and play board may not automatically configure when added if the default configuration conflicts with other ...

Page 89: ... DIMM1 or XMM1 must always be installed DIMM1 must be installed before DIMM2 and DIMM3 must be installed before DIMM4 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 discuss the process of debugging the network cabling Table 6 2 Solving Net...

Page 90: ...ct Device Manager To access Device Manager in Windows 8 1 from the Start screen type c select Control Panel from the list of applications and then select Device Manager To access Device Manager in Windows 10 type device manager in the taskbar search box and then select Device Manager from the list of applications Network controller is disabled 1 Run Computer Setup and enable network controller 2 E...

Page 91: ...in the Control Panel and configure the network controller To access Control Panel in Windows 7 click Start and then select Control Panel To access Control Panel in Windows 8 1 from the Start screen type c and then select Control Panel To access Control Panel in Windows 10 type control panel in the taskbar search box and then select Control Panel from the list of applications Network controller sto...

Page 92: ...mputer 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 affected by configurations with the Management Engine ME enabled The ME uses 8MB of system memory in single channel mode or 16MB of memory i...

Page 93: ...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 Replace third party memory with HP memory 4 Replace the system board Solving CD ROM and DVD problems If you encounter CD ROM or DVD problems see the common causes and solutions listed in the following table or ...

Page 94: ...dding a POST delay under Advanced Power On Options The device is attached to a SATA port that has been hidden in Computer Setup Run the Computer Setup utility and ensure Device Available is selected for the device s SATA port in Advanced Port Options Drive responds slowly immediately after power up Run Computer Setup and increase the POST Delay in Advanced Power On Options CD ROM or DVD devices ar...

Page 95: ...sted for this topic CD or DVD disc is dirty Clean CD or DVD with a CD cleaning kit available from most computer stores Windows does not detect the CD ROM or DVD ROM drive 1 Use Device Manager to remove or uninstall the device To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager To access Device Manager in Windows 8 1 from the Start screen type c sel...

Page 96: ... 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 Removable Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable boot...

Page 97: ...he 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 Yo...

Page 98: ...the Delete button 4 Select the Cookies check box and click the Delete button Windows 10 1 Type control panel in the taskbar search box and then select Control Panel from the list of applications 2 Click Internet Options 3 In the Browsing history section click the Delete button 4 Select the Cookies and website data check box and click the Delete button Cannot automatically launch Internet programs ...

Page 99: ...omputer will not continue and the HP logo does not display Cause Solution ROM issue POST error has occurred Observe the beeps and LED lights on the front of the computer See POST error messages and diagnostic front panel LEDs and audible codes on page 92 to determine possible causes See the Worldwide Limited Warranty for terms and conditions Illegal Operation has Occurred error message is displaye...

Page 100: ...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 48 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 101: ...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 102: ... 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 103: ...urity and resetting CMOS on page 99 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 99 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 104: ...ed a wireless module installed in the system that is not supported and has been disabled Replace with a supported module 800 Keyboard Error Keyboard failure 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Replace keyboard 801 Keyboard or System Unit Error Keyboard failure 1 Reconnect the keyboard with computer ...

Page 105: ...pply fan 910 Filter Warning Airflow filter is dirty Replace the airflow filter Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup the BIOS validates the functionality of the following subsystems and conditions AC adapter System board power Processor failure BIOS corruption Memory failure Graphics failure Sys...

Page 106: ...is checking or recovering the boot block Hardware 3 2 The embedded controller has timed out waiting for BIOS to return from memory initialization 3 3 The embedded controller has timed out waiting for BIOS to return from graphics initialization 3 4 The system board displays a power failure crowbar 3 5 The processor is not detected 3 6 The processor does not support an enabled feature Thermal 4 2 A ...

Page 107: ...OS 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 48 for information on backing up the BIOS settin...

Page 108: ...rged 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 System board callo...

Page 109: ... 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 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 Ut...

Page 110: ...stics UEFI to a USB device on page 102 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 Diagnostics UEFI to a USB device NOTE The HP PC Hardware Diagnostics UEFI download instructions are provided in English only and you m...

Page 111: ...puter and then select your operating system 5 In the Diagnostic section follow the on screen instructions to select and download the UEFI version you want Downloading HP PC Hardware Diagnostics UEFI to a USB device 103 ...

Page 112: ...been replaced You will use a USB flash drive to create a bootable recovery drive that can be used to troubleshoot a computer that is unable to start The USB flash drive can be used to reinstall the original operating system and the programs that were installed at the factory NOTE Any information on the USB flash drive will be erased before the recovery media is created To create the Windows 8 1 re...

Page 113: ...d the Driver Recovery media purchased separately see Recovery using Windows operating system media purchased separately on page 106 3 If the HP Recovery partition is listed restart the computer and then press esc while the HP logo is displayed The computer Startup Menu displays 4 Press f11 to select the System Recovery option 5 Choose your keyboard layout 6 Select Troubleshoot 7 Select Reset 8 Fol...

Page 114: ...yboard key 4 Follow the on screen instructions After the repair is completed and the Windows desktop appears 1 Remove the Windows operating system media and then insert the Driver Recovery media 2 Install the Hardware Enabling Drivers first and then install Recommended Applications Backing up restoring and recovering in Windows 7 Your computer includes tools provided by HP and Windows to help you ...

Page 115: ...computer create recovery media The media can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced There are two types of recovery media To determine which steps to follow for your computer 1 Click the Start button 2 Click All Programs If Security and Protection is listed continue with the steps in Creating recovery media using HP Recove...

Page 116: ...enough storage capacity it will appear grayed out and you must replace it with a larger USB flash drive Click Next 6 Follow the on screen instructions When the process is complete label the USB flash drive and store it in a secure place Creating recovery discs with HP Recovery Disc Creator select models only HP Recovery Disc Creator is a software program that offers an alternative way to create re...

Page 117: ...t are stored in their associated directories Save customized settings that appear in a window toolbar or menu bar by taking a screen shot of your settings The screen shot can be a time saver if you have to reset your preferences When backing up to discs number each disc after removing it from the drive NOTE For detailed instructions on various backup and restore options perform a search for these ...

Page 118: ...ive The recovery image is a file that contains a copy of the original factory shipped software To perform a System Recovery from a recovery image see System Recovery when Windows is responding on page 110 or System Recovery when Windows is not responding on page 111 Recovery media Run System Recovery from recovery media that you have created from files stored on your hard disk drive or purchased s...

Page 119: ...ons to continue 6 When Windows has loaded shut down the computer reconnect all peripheral devices and then turn the computer back on System Recovery using recovery media select models only Use the steps provided in this section if you created recovery media using Creating recovery media using HP Recovery Manager select models only on page 107 If you used HP Recovery Disc Creator to create a Window...

Page 120: ...ystem DVD to reboot the computer and repair the operating system To order a Windows 7 operating system DVD contact support Go to http www hp com support select your country or region and follow the on screen instructions CAUTION Using a Windows 7 operating system DVD completely erases the hard drive contents and reformats the hard drive All files that you have created and any software that you hav...

Page 121: ...ndows 7 operating system DVD and then insert the Driver Recovery DVD 2 Follow the on screen instructions to install the Hardware Enabling Drivers first and then install Recommended Applications Backing up restoring and recovering in Windows 7 113 ...

Page 122: ...attery can be extended by plugging the computer into a live AC wall socket The lithium battery is only used when the computer is NOT connected to AC power HP encourages customers to recycle used electronic hardware HP original print cartridges and rechargeable batteries For more information about recycling programs go to http www hp com recycle 1 Remove disengage any security devices that prohibit...

Page 123: ...he metal clamp that extends above one edge of the battery When the battery pops up lift it out 1 b To insert the new battery slide one edge of the replacement battery under the holder s lip with the positive side up Push the other edge down until the clamp snaps over the other edge of the battery 2 Type 3 a Pull back on the clip 1 that is holding the battery in place and remove the battery 2 115 ...

Page 124: ...eps to complete this procedure 8 Replace the access panel 9 Plug in the computer and turn on power to the computer 10 Reset the date and time your passwords and any special system setups using Computer Setup 11 Lock any security devices that were disengaged when the access panel was removed 116 Appendix A Battery replacement ...

Page 125: ...re found on the website 3 Turn on the system and while system is powering on and after the HP splash screen press the F10 key to enter BIOS setup screen 4 Select Security Restore Security Settings to Factory Defaults Select Yes to confirm The system will reboot This action will reset the settings in the Security menu to their defaults reset the TPM and embedded Fingerprint reader if present and cl...

Page 126: ...cy 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 fee...

Page 127: ... 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 128: ...noncondensing Operating Nonoperating 38 7 C max wet bulb 10 90 5 95 10 90 5 95 Maximum Altitude unpressurized Operating Nonoperating 10 000 ft 30 000 ft 3048 m 9144 m Power Supply Operating Voltage Range Rated Voltage Range1 Rated Line Frequency Operating Line Frequency 90 264 VAC 100 240 VAC 50 60 Hz 47 63 Hz Standard Efficiency High Efficiency 180W active PFC 82 85 82 efficient at 20 50 100 load...

Page 129: ...river Recovery media Windows 106 Driver Recovery media Windows 8 1 106 drives locations 31 E electrostatic discharge ESD 9 preventing damage 10 error codes 92 97 messages 92 expansion card installation 20 removal 20 F F10 Setup access problem 62 f11 recovery Windows 8 104 f11 recovery Windows 8 1 104 fan illustrated 6 removal and replacement 37 fan sink illustrated 6 removal and replacement 38 fan...

Page 130: ...nter 77 software 91 processor removal and replacement 39 product ID location 1 R rear panel components 3 recovery discs steps for creating Windows 7 108 recovery discs using for restore 112 recovery media creating 108 recovery media creating Windows 7 107 recovery partition Windows 8 104 recovery partition Windows 8 1 104 recovery USB flash drive steps for creating Windows 7 108 recovery using Win...

Page 131: ...110 Help and Support 106 steps for creating recovery discs 108 steps for creating recovery media 107 steps for creating recovery USB flash drive 108 System Recovery 110 System Recovery using recovery media 111 System Restore 109 Windows 7 operating system discs using for restore 112 Windows 7 operating system DVD creating 108 using for restore 112 Windows 7 operating system media creating 108 Wind...

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