HP ProDesk 400 G7 SFF Maintenance And Service Manual Download Page 81

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Solving software problems

Most software problems occur as a result of these situations.

●

The application was not installed or configured correctly.

●

There is insufficient memory available to run the application.

●

There is a conflict between applications.

●

All the necessary device drivers might not have been installed.

●

If you have installed an operating system other than the factory-installed operating system, it might not be
supported on the system.

If you encounter software problems, see the applicable solutions listed in the following table.

Computer will not start up and the HP logo does not appear

Use this information to troubleshoot the computer.

Cause

Solution

ROM issue - POST error has occurred.

Observe the beeps and lights on the front of the computer. See the
Worldwide Limited Warranty for terms and conditions.

“Illegal Operation has Occurred” error message is displayed

Use this information to troubleshoot the computer.

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.

ENWW

Solving software problems

Summary of Contents for ProDesk 400 G7 SFF

Page 1: ...Maintenance and Service Guide SUMMARY This guide provides information about spare parts removal and replacement of parts security backing up and more ...

Page 2: ...res that are common to most models Some features may not be available on your computer Not all features are available in all editions or versions of Windows Systems may require upgraded and or separately purchased hardware drivers software or BIOS update to take full advantage of Windows functionality Windows 10 is automatically updated which is always enabled ISP fees may apply and additional req...

Page 3: ...Electrostatic discharge information 12 Generating static electricity 12 Preventing electrostatic damage to equipment 13 Personal grounding methods and equipment 13 Grounding the work area 13 Recommended materials and equipment 14 Operating guidelines 14 Routine care 16 General cleaning safety precautions 16 Cleaning the computer case 16 Cleaning the keyboard 16 Cleaning the monitor 17 Cleaning the...

Page 4: ... 49 Helpful hints 50 Solving general problems 51 Cannot access the Computer Setup F10 Utility when booting the computer 51 Computer appears locked up and will not turn off when the power button is pressed 51 Computer will not respond to keyboard or mouse 51 Computer date and time display is incorrect 51 There is no sound or sound volume is too low 52 Cannot remove computer cover or access panel 52...

Page 5: ...n 61 Printer prints garbled information 61 Printer will not print 61 Solving keyboard and mouse problems 63 Keyboard commands and typing are not recognized by the computer 63 Mouse does not respond to movement or is too slow 63 Solving hardware installation problems 64 A new device is not recognized as part of the system 64 Computer will not start 64 Power light blinks red three times and then whi...

Page 6: ...tup F10 Utility 75 Using Computer Setup F10 Utilities 75 Computer Setup Main 76 Computer Setup Security 79 Computer Setup Advanced 83 7 POST error messages 91 POST numeric codes and text messages 91 Interpreting POST diagnostic front panel lights and audible codes 95 8 Password security and resetting CMOS 99 Changing a setup or power on password 99 Deleting a setup or power on password 100 9 Using...

Page 7: ...sion 108 Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number 108 Customizing Remote HP PC Hardware Diagnostics UEFI settings 108 10 Backing up restoring and recovering 109 Backing up information and creating recovery media 110 Using Windows tools for backing up 110 Using the HP Cloud Recovery Download Tool to create recovery media select products only 110 Restoring and rec...

Page 8: ...Index 125 viii ENWW ...

Page 9: ...the hardware and software installed on your computer model run the HP Support Assistant utility NOTE You can use this computer model in a tower orientation or a desktop orientation In a tower orientation you must use a stand for support Front panel components To identify the front panel components use this illustration and table Drive configuration varies by model Some models have a bezel blank th...

Page 10: ...put devices or CTIA style headsets NOTE The light on the power button is normally white when the power is on If the light flashes red the computer displays a diagnostic code to indicate a problem See the refer to MSG sample to interpret the code Rear panel components To identify the rear panel components use this illustration and table Table 1 2 Rear panel components and their descriptions Item Co...

Page 11: ... of the system board slots you can use the video connectors on the graphics card or the integrated graphics on the system board The specific specific graphics card installed and software configuration determines the behavior You can disable the system board graphics by changing settings in BIOS F10 Setup Serial number location Each computer has a unique serial number and a product ID number that a...

Page 12: ...4 Chapter 1 Product features ENWW ...

Page 13: ...r hp com select your country or region and then follow the on screen instructions Computer major components To identify the computer major components use this illustration and table Table 2 1 Computer major components and their descriptions Item Description 1 Access panel 2 Power supply 210 W 12 V SFF EPA92 180 W SFF EPA90 gold 3 Optical disc drive DVD BD WRITER DRIVE 9 5 mm UST 6 DVD RW SM DL DRI...

Page 14: ... vPro WW Intel Wi Fi 6 AX201 ax 2 2 Bluetooth 5 vPro WW Realtek RTL8821CE ac 1 1 Bluetooth 4 2 WW Realtek RTL8822CE ac 2 2 Bluetooth 5 M 2 2230 WW 7 Solid state drive 1 TB M 2 2280 NVMe SuperSpeed SS solid state drive with triple layer cell TLC 512 GB M 2 2280 PCIe NVMe SS solid state drive with TLC 512 GB M 2 2280 PCIe 3 4 self encrypting drive SED solid state drive with TLC 512 GB M 2 2280 PCIe ...

Page 15: ...r Intel Core i7 10700 2 9 GHz 8 cores 65 W Intel Core i5 10600 3 3 GHz 6 cores 65 W Intel Core i5 10500 3 1 GHz 6 cores 65 W Intel Core i5 10400 2 9 GHz 6 cores 65 W Intel Core i3 10320 3 8 GHz 4 cores 65 W Intel Core i3 10300 3 7 GHz 4 cores 65 W Intel Core i3 10100 3 6 GHz 4 cores 65 W Intel Pentium Gold G6600 4 2 GHz 2 cores 58 W Intel Pentium Gold G6500 4 1 GHz 2 cores 58 W Intel Pentium Gold ...

Page 16: ...PM 7 0 mm SED Opal2 Solid state drives 1 TB M 2 2280 NVMe SuperSpeed SS solid state drive with triple layer cell TLC 512 GB M 2 2280 PCIe NVMe SS solid state drive with TLC 512 GB M 2 2280 PCIe 3 4 self encrypting drive SED solid state drive with TLC 512 GB M 2 2280 PCIe NVMe value solid state drive 256 GB M 2 2280 PCIe NVMe SS solid state drive with TLC 256 GB M 2 2280 PCIe 3 4 SED solid state dr...

Page 17: ... to HDMI 2 0 adapter USB to Serial adapter Sunix USB Type C to USB Type A connector adapter Cables DisplayPort to DisplayPort 1 2 1 8 m black DisplayPort to DVI DisplayPort to VGA DVI to DVI D 1 8 m white SATA 7 5 in cable assembly straight to straight SATA 7P 250 mm cable Intel AMD SATA 7P 175 mm cable RA SATA power cable 175 315 mm SATA power cable 20 330 70 mm Wireless Antenna Cable Kit M 2 Key...

Page 18: ...se HP USB fingerprint mouse HP USB hardened mouse HP USB laser mouse HP USB mouse HP USB optical mouse USB PS 2 M12 washable mouse ME Power cord C13 Miscellaneous parts To identify the various computer parts use this table Table 2 4 Miscellaneous parts and their descriptions Description Light cover Mouse USB laser USB optical Keyboard USB Wireless cable adapter mouse 10 Chapter 2 Illustrated parts...

Page 19: ...omputer Adherence to the procedures and precautions is essential for proper service IMPORTANT When the computer is plugged into an AC power source voltage is always applied to the system board You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage ENWW 11 ...

Page 20: ...tion Avoid touching pins leads and circuitry Handle electronic components as little as possible If you remove a component place it in an electrostatic safe container Generating static electricity This table shows how humidity affects the electrostatic voltage levels generated by different activities A product can be degraded by 700 V Different activities generate different amounts of static electr...

Page 21: ...er ground a strap must be worn snug against bare skin The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation Heel straps Toe straps Boot straps can be used at standing workstations and are compatible with most types of shoes or boots On conductive floors or dissipative floor mats use them on both feet with a maximum of 1 MΩ 10 resistance...

Page 22: ...arent metallized shielding bags Transparent shielding tubes Operating guidelines This information details how to prevent overheating and to help prolong the life of the computer Keep the computer away from excessive moisture direct sunlight and extremes of heat and cold Operate the computer on a sturdy level surface Leave a 10 2 cm 4 inch clearance on all vented sides of the computer and above the...

Page 23: ...e enclosure intake and exhaust ventilation must be provided on the enclosure and the same operating guidelines listed previously still apply Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install or enable power management functions of the operating system or other software including Sleep states ENWW Operating guidelines...

Page 24: ...h clear water For stubborn stains use isopropyl rubbing alcohol No rinsing is needed because the alcohol evaporates quickly and does not leave a residue After cleaning always wipe the unit with a clean lint free cloth Occasionally clean the air vents on the computer Lint and other foreign matter can block the vents and limit the airflow Cleaning the keyboard Use this information to properly clean ...

Page 25: ...rly clean the monitor Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for cleaning monitors Do not use sprays or aerosols directly on the screen the liquid can seep into the housing and damage a component Never use solvents or flammable liquids on the monitor To clean the monitor body follow the procedures in Cleaning the computer case on page 16 Cleani...

Page 26: ...bles during insertion or removal from the connector Handle cables by the connector whenever possible In all cases avoid bending or twisting the cables and route the cables so that they cannot be caught or snagged by parts being removed or replaced IMPORTANT When servicing this computer be sure to place cables in their proper location during the reassembly process Improper cable placement can damag...

Page 27: ...e the public collection system or return them to HP their authorized partners or their agents SATA hard drives The Self Monitoring Analysis and Recording Technology SMART ATA drives for the HP Personal Computers have built in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive The SMART drive tracks fault prediction and failure i...

Page 28: ...p cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts are moved When folding a flat ribbon cable never fold to a sharp crease Sharp creases can damage the wires Do not bend any cable sharply A sharp bend can break the internal wires Never bend a SATA data cable tighter than a 30 mm 1 18 in radius Never crease a SATA data cable 20 Chapter 3 Routine car...

Page 29: ...puter is off or in Hibernation turn the computer on and then shut it down through the operating system IMPORTANT Turn off the computer before disconnecting any cables Regardless of the power state voltage is always present on the system board as long as the system is plugged into an active AC outlet In some systems the cooling fan is on even when the computer is in the Standby or Suspend modes Alw...

Page 30: ...l drive To remove the optical drive use these procedures Before removing the optical drive follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 Remove the optical drive 1 Disconnect the power cable 1 and data cable 2 from the rear of the optical drive 22 Chapter 4 Removal and replacement procedures ENWW ...

Page 31: ...ll the release latch onto the drive Align the small pin on the release latch with the small hole on the side of the drive and press the latch firmly onto the drive 5 Connect the power cable and data cable to the rear of the drive and then connect the opposite end of the data cable to one of the SATA connectors on the system board labeled SATA1 or SATA2 Front bezel To remove the front bezel use the...

Page 32: ...nel To install the front bezel reverse the removal procedure Hood sensor module To remove the hood sensor module use these procedures The hood sensor module is located on the rear panel of the computer chassis Before removing the hood sensor module follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 Remo...

Page 33: ...GB 8 GB 4 GB Memory module UDIMM 1 2 V DDR4 2666 NECC 32 GB 16 GB 8 GB 4 GB The memory sockets on the system board are populated with at least one preinstalled memory module To achieve the maximum memory support you can populate the system board with up to 128 GB of memory configured in a high performing dual channel mode For proper system operation the DIMMs must adhere to the following specifica...

Page 34: ...ry capacity of the DIMMs in channel A is equal to the total memory capacity of the DIMMs in channel B The technology and device width can vary between the channels For example if channel A is populated with two 1 GB DIMMs and channel B is populated with one 2 GB DIMM the system will operate in dual channel mode The system operates in flex mode if the total memory capacity of the DIMMs in channel A...

Page 35: ... having incompatible metals in contact with each other Static electricity can damage the electronic components of the computer or optional cards Before beginning these procedures be sure that you are discharged of static electricity by briefly touching a grounded metal object For more information see Electrostatic discharge information on page 12 When handling a memory module be careful not to tou...

Page 36: ...r automatically recognizes the additional memory when you turn on the computer Expansion card The computer has one PCI Express 1 expansion socket two PCI Express 16 expansion sockets and one PCI Express 8 expansion socket NOTE You can install a PCI Express 1 8 or 16 expansion card in the PCI Express 16 socket For dual graphics card configurations the first primary card must be installed in the PCI...

Page 37: ...r the existing expansion card 6 Store the removed card in antistatic packaging 7 If you are not installing a new expansion card install an expansion slot cover to close the open slot IMPORTANT After removing an expansion card you must replace it with a new card or expansion slot cover for proper cooling of internal components during operation 8 After installing an expansion card connect external c...

Page 38: ...ATA 7200 RPM 3 5 in hard drive 1 TB SATA 7200 RPM 9 5 mm hard drive 500 GB SATA 7200 RPM 3 5 in 500 GB SATA 7200 RPM 7 0 mm 500 GB SATA 7200 RPM 7 0 mm FIPS 500 GB 7200 RPM 7 0 mm SED Opal2 Grommets 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 Before removing the hard drive follow th...

Page 39: ...lease the hard drive power and data cables from the retention clips 1 and 2 built into the drive cage 2 Disconnect the hard drive power cable 3 and data cable 4 from the system board 3 Pull the release lever outward 1 4 While pulling the release lever outward slide the drive to the left 2 until it stops and then remove the hard drive from the drive cage ENWW Hard drive 31 ...

Page 40: ...e 1 and data cable 2 from the hard drive 6 To install a new hard drive you must transfer the silver and blue isolation mounting guide screws from the old hard drive to the new hard drive 32 Chapter 4 Removal and replacement procedures ENWW ...

Page 41: ... adapter bracket similar to the following example Slide the 2 5 inch drive into the 3 5 inch adapter bracket 8 Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws through the underside of the bracket and into the drive ENWW Hard drive 33 ...

Page 42: ...is secured by a white peg that you pull out to release Before removing the speaker follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 Remove the speaker 1 Disconnect the speaker cable from the system board 1 2 Release the speaker from the rubber retention clips 2 built into the system chassis 3 Remove t...

Page 43: ...fore removing the WLAN module follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 23 5 Release the drive cage Drive cage on page 29 Remove the WLAN module 1 Disconnect the antenna cables from the module 1 NOT...

Page 44: ...on the WLAN module a protective sleeve must be installed on the antenna connector as shown in the following illustration To install the WLAN module reverse the removal procedure NOTE WLAN modules are designed with a notch to prevent incorrect insertion 36 Chapter 4 Removal and replacement procedures ENWW ...

Page 45: ... TLC 256 GB M 2 2280 PCIe NVMe value solid state drive 128 GB M 2 2280 PCIe NVMe solid state drive with TLC 16 GB M 2 2280 PCIe 3 2 NVMe solid state drive with TLC 256 GB M 2 2280 PCIe 16 GB 3D solid state drive 512 GB M 2 2280 PCIe NVMe 32 GB 3D solid state drive Before removing the solid state drive module follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on p...

Page 46: ...correct insertion Fan shroud To remove the fan shroud use these procedures Before removing the fan shroud follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 Remove the fan shroud 1 Release the fan shroud by pressing out on the two release tabs 1 38 Chapter 4 Removal and replacement procedures ENWW ...

Page 47: ...thereby making it easier to separate them Make sure not to pull the processor out of the socket when you lift the heat sink especially if you cannot warm the heat sink before removal Inadvertently removing the processor can damage the pins Before removing the heat sink follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access ...

Page 48: ...r to avoid damage that could require replacing the system board To replace the heat sink reverse the removal procedures Processor To remove the processor use these procedures Table 4 5 Processor descriptions Description Intel Core i7 10700 2 9 GHz 8 cores 65 W Intel Core i5 10600 3 3 GHz 6 cores 65 W Intel Core i5 10500 3 1 GHz 6 cores 65 W Intel Core i5 10400 2 9 GHz 6 cores 65 W Intel Core i3 10...

Page 49: ... Access panel on page 21 3 Remove the optical drive Optical drive on page 22 4 Remove the fan shroud Fan shroud on page 38 5 Remove the heat sink Heat sink on page 39 Remove the processor 1 Slide the locking lever 1 to the right until it is free to swing back and then swing the locking lever 2 to its full open position 2 Remove the Torx screw 3 that secures the microprocessor retainer in place 3 R...

Page 50: ...e system ROM to ensure that the latest version of the BIOS is being used on the computer You can find the latest system BIOS on the web at https support hp com us en Power supply To remove the power supply use these procedures Before removing the power supply follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on p...

Page 51: ... the front of the computer until it disengages from the system chassis 5 Remove the power supply 4 To install the power supply reverse the removal procedures Battery To remove the battery use these procedures The battery that comes with the computer provides power to the real time clock When replacing the battery use a battery equivalent to the battery originally installed in the computer The comp...

Page 52: ...ese procedures be sure that you are discharged of static electricity by briefly touching a grounded metal object NOTE You can extend the lifetime of the lithium battery by plugging the computer into an AC outlet The lithium battery is used only when the computer is not connected to AC power HP encourages customers to recycle used electronic hardware HP original print cartridges and rechargeable ba...

Page 53: ...ion 5 Type 2 To release the battery from its holder squeeze the metal clamp that extends above one edge of the battery 1 When the battery pops up lift it out 2 6 To insert the new battery slide one edge of the replacement battery under the holder s lip with the positive side up 1 Push the other edge down until the clamp snaps over the other edge of the battery 2 ENWW Battery 45 ...

Page 54: ...ystem board follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 21 2 Remove the access panel Access panel on page 21 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 23 5 Release the drive cage Drive cage on page 29 6 Remove the fan shroud Fan shroud on page 38 7 Remove the heat sink Heat sink on page 39 Remo...

Page 55: ...em board reverse the removal procedures NOTE When replacing the system board you must change the chassis serial number in the BIOS When replacing the system board you must reprogram the SMBIOS information about 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 Update SMBIOS i...

Page 56: ...48 Chapter 4 Removal and replacement procedures ENWW ...

Page 57: ...e If you recently added new hardware remove the hardware and see if the computer functions properly If you recently installed new software uninstall the software and see if the computer functions properly Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded When booting the operating system use Last Known Configuration See the comprehensive online technical s...

Page 58: ...ectly Check all cable connections for loose connections or incorrect connections Wake the computer by pressing any key on the keyboard or pressing the power button If the system remains in suspend mode shut down the computer by pressing and holding the power button for at least four seconds and then press the power button again to restart the computer If the system will not shut down unplug the po...

Page 59: ...ontinue to hold F10 until the Computer Setup F10 Utility is displayed or Follow the Windows instructions for rebooting the computer into the Computer Setup F10 Utility Computer appears locked up and will not turn off when the power button is pressed Use this information to troubleshoot the computer Cause Solution Software control of the power switch is not functional 1 Press and hold the power but...

Page 60: ... on and off 2 Check the Computer Setup settings to be sure that the internal system speaker is not muted This setting does not affect the external speakers 3 Be sure that the external speakers are properly connected and powered on and that the speakers volume control is set correctly 4 Use the system volume control available in the operating system to be sure that the speakers are not muted or to ...

Page 61: ...tressful 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 Upgrade the graphics solution Cause unknown Restart the computer Computer powered off automatically and the power light blinks red four t...

Page 62: ...m board OR Press and hold the power button for less than 4 s If the hard drive light does not turn white then 1 Check whether the unit is plugged into a working AC outlet 2 Open the access panel and check that the power button cable is properly connected to the system board 3 Check that the power supply cables are properly connected to the system board 4 Check to see if the 5V_aux light on the sys...

Page 63: ...oot the computer Cause Solution Processor thermal protection activated A fan might be blocked or not turning or the heat sink is not properly attached to the processor 1 Be sure that the computer air vents are not blocked and the processor cooling fan is running 2 Open the access panel press the power button and see if the processor fan or other system fan spins If the fan does not spin be sure th...

Page 64: ...removing all attached devices such as hard drives or optical drives and expansion cards Turn on the system If the system enters POST then power off and replace one device at a time and repeat this procedure until failure occurs Replace the device that is causing the failure Continue adding devices one at a time to ensure all devices are functioning properly 4 Replace the power supply 5 Replace the...

Page 65: ...ols tab Under Error checking click Check Drive not found identified Use this information to troubleshoot the computer Cause Solution Cable could be loose Check cable connections The system might not have automatically recognized a newly installed device See reconfiguration directions in the Solving hardware installation problems on page 64 section If the system still does not recognize the new dev...

Page 66: ...ions and be sure that the bootable hard drive is listed immediately under the Hard Drive entry Computer will not boot from hard drive Use this information to troubleshoot the computer 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 be sure that Device Available is selected for the device...

Page 67: ...or mute the internal speaker Turn on and use headphones or external speakers if connected or disconnect headphones or external speakers Computer is in the Sleep state Press the power button to resume from the Sleep state When attempting to resume from the Sleep state do not hold down the power button for more than 4 seconds Otherwise the computer will shut down and you will lose any unsaved data I...

Page 68: ...troubleshoot the computer Cause Solution Jack has been reconfigured in the audio driver or application software In the audio driver or application software reconfigure the jack or set the jack to its default value 60 Chapter 5 Troubleshooting without diagnostics ENWW ...

Page 69: ...n box and then select OK If you are on a network you might not have made the connection to the printer Make the proper network connections to the printer Printer might have failed Run printer self test Printer will not turn on Use this information to troubleshoot the computer Cause Solution The cables might not be connected properly Reconnect all cables and check the power cord and electrical outl...

Page 70: ... command DIR C printer port where printer port is the address of the printer being used If the printer works reload the printer driver To run MS DOS commands press the Windows key r type cmd in the Open box and then select OK If you are on a network you might not have made the connection to the printer Make the proper network connections to the printer Printer might have failed Run printer self te...

Page 71: ...leshoot the computer Cause Solution Mouse connector is not properly plugged into the back of the computer Shut down the computer using the keyboard 1 Press the ctrl and esc keys at the same time or press the Windows logo key to display the Start menu 2 Use the arrow keys to scroll to and select the power icon at the top right on the menu and then press enter 3 Use the arrow keys to select Shut Dow...

Page 72: ... 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 might not automatically configure when added if the default configuration conflicts with other devices Use Windows Device Manager to clear the automatic settings for the board and choose a basic configur...

Page 73: ...system board you must unplug the computer power cord before attempting to reseat install or remove a DIMM module 1 Reseat DIMMs Turn on the system 2 Replace DIMMs one at a time to isolate the faulty module NOTE DIMM1 or XMM1 must always be installed DIMM1 must be installed before DIMM3 3 Replace third party memory with HP memory 4 Replace the system board ENWW Solving hardware installation problem...

Page 74: ...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 for link status To access Device Manager in Windows 10 type device manager in the taskbar se...

Page 75: ...lled The network controller is not configured for this computer Select the Network and Sharing Center icon in the Control Panel and configure the network controller To access Control Panel in Windows 10 type control panel in the taskbar search box and then select Control Panel from the list of applications Network controller stopped working when an expansion board was added to the computer Use thi...

Page 76: ...hat the Remote System Installation Server contains the network interface card NIC drivers for your NIC System setup utility reports unprogrammed EEPROM Use this information to troubleshoot the computer Cause Solution Unprogrammed EEPROM Contact an authorized service provider 68 Chapter 5 Troubleshooting without diagnostics ENWW ...

Page 77: ...perly after installing additional memory modules Use this information to troubleshoot the computer Cause Solution A memory module is not installed in the DIMM1 or XMM1 socket Verify that a memory module is installed in the DIMM1 or XMM1 socket on the system board This socket must be populated with a memory module Memory module is not the correct type or speed grade for the system or the new memory...

Page 78: ... more memory to the computer Power light blinks red five times followed by a two second pause and the computer beeps five times Beeps stop after fifth iteration but lights continue blinking Use this information to troubleshoot the computer Cause Solution Memory is installed incorrectly or is bad 1 Reseat DIMMs Turn on the system 2 Replace DIMMs one at a time to isolate the faulty module 3 Replace ...

Page 79: ...properly seated before startup Be sure that the device is fully inserted into the USB port before applying power to the system System will not boot from USB flash drive Use this information to troubleshoot the computer 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 util...

Page 80: ...will be on The CAT5 UTP cable is disconnected Connect the CAT5 UTP cable between the cable modem and the computer s RJ 45 connector If the connection is good the PC light on the front of the cable DSL modem will be on IP address is not configured properly Contact your ISP for the correct IP address Cookies are corrupted A cookie is a small piece of information that a web server can store temporari...

Page 81: ...ble Computer will not start up and the HP logo does not appear Use this information to troubleshoot the computer Cause Solution ROM issue POST error has occurred Observe the beeps and lights on the front of the computer See the Worldwide Limited Warranty for terms and conditions Illegal Operation has Occurred error message is displayed Use this information to troubleshoot the computer Cause Soluti...

Page 82: ...74 Chapter 5 Troubleshooting without diagnostics ENWW ...

Page 83: ...settings described in this section Establish minimum requirements for valid passwords including length and required types of characters Secure integrated I O functionality including the serial USB or audio or embedded NIC so that they cannot be used until they are unsecured Enable or disable different types of boot sources Configure features such as Secure Boot power management virtualization supp...

Page 84: ...ct Main Save Changes and Exit If you have made changes that you do not want applied select Ignore Changes and Exit To restore settings from the Advanced and Main menus to original values select Apply Factory Defaults and Exit To restore settings from the Advanced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been s...

Page 85: ...peed MicroCode revision Processor stepping Memory speed DIMM size for each installed 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 ...

Page 86: ...r BIOS Lets you roll back to any previous version of BIOS Restricted Rollback to older BIOS If selected Minimum BIOS Version becomes active which lets you manually enter the minimum BIOS version that you can roll back to Allow BIOS Updates Using a Network BIOS Update Preferences Check for Update on Next Reboot Default is disabled BIOS Source Lets you select either HP com or a custom URL If Custom ...

Page 87: ...evice Restore current settings from USB device Restores system configuration from a USB flash media device Save Custom Defaults Saves the current system configuration settings as the custom default set Apply Custom Defaults and Exit Applies the custom default settings to the computer after rebooting Does not apply to options in the Security menu Apply Factory Defaults and Exit Restores the factory...

Page 88: ...nt password to be able to change it Create POST Power On Password The power on password prompt appears after a power cycle or reboot If the user does not enter the correct power on password the unit will not boot Change POST Power On Password This selection is active only if a BIOS administrator password is set Lets you change the POST power on password You must know the current password to be abl...

Page 89: ...block region several times each hour while the computer is running Default is Enabled Sure Start BIOS Settings Protection When enabled HP Sure Start locks all critical BIOS settings and provides enhanced protection for these settings using nonvolatile flash memory NOTE An administrator password must be set to activate this setting Enhanced HP Firmware Runtime Intrusion Prevention and Detection Ena...

Page 90: ...NOTE Windows 10 systems are generally not formatted to include an Master Boot Record MBR Instead they use GUID Partition Table GPT format which better supports large hard drives Enabling this feature will save the MBR of the system hard drive If the MBR gets changed the user will be prompted to restore the MBR Default is disabled The MBR contains information needed to successfully boot from a disk...

Page 91: ...NT 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 Master Password Sets the drive s master password but does not enable DriveLock Enable DriveLock Sets the drive s user password and enables DriveLock Secure Erase Lets you select a hard drive to completely erase A...

Page 92: ...and password prompts during boot up are suppressed UEFI Boot Order Default is enabled Specify the order in which UEFI boot sources such as a internal hard drive USB hard drive USB optical drive or internal optical drive are checked for a bootable operating system image UEFI boot sources always have precedence over legacy boot sources Legacy Boot Order Specify the order in which legacy boot sources...

Page 93: ...Support Enable and Secure Boot Disable Legacy Support Disable and Secure Boot Enable Legacy Support Disable and Secure Boot Disable Default is Legacy Support Disable and Secure Boot Disable Secure Boot Key Management Lets you manage the custom key settings Import Custom Secure Boot keys Default is disabled Clear Secure Boot Keys Lets you delete any previously loaded custom boot keys Clearing keys ...

Page 94: ...irected I O VTd Intel only Controls virtualization DMA remapping features of the chipset Changing this setting requires turning the computer off and then back on Default is disabled M 2 SSD Lets you disable the M 2 solid state drive slot Default is enabled M 2 WLAN BT Lets you disable the wireless module slot Default is enabled Allow PCIe PCI SERR Interrupt enable disable Allows PCI devices to rep...

Page 95: ...ophone Clear to disable the integrated microphone This does not affect devices plugged into audio jacks Default is enabled Internal Speakers does not affect external speakers Clear to disable the chassis speaker or speakers This function is applicable to normal audio playback in the operating system and does not affect the error or warning beeps during POST Default is enabled Headphone Output Clea...

Page 96: ...abled Restrict USB Devices Specify the following categories of USB devices to enable Allow 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 because USB devices can be m...

Page 97: ...CI Express Power Management enable disable Enabling this option permits the PCI Express links to use Active Power State Management ASPM to enter lower power states while not in use Default is enabled Power On from Keyboard Ports enable disable When enabled this feature allows a key press to turn on the system when it is off S5 state If using a USB keyboard you must plug it into one of the rear por...

Page 98: ...ode works best with their console Show Unconfigure ME Confirmation Prompt enable disable Default is enabled Verbose Boot Messages enable disable Default is enabled Verbose boot shows additional logging information during startup which is mainly for debugging if something goes wrong during bootup Watchdog Timer enable disable Default is enabled Allows you to set amount of time for a operating syste...

Page 99: ... all of the ROM based system tests and takes longer to complete You can enable Full Boot to run every 1 to 30 days on a regularly scheduled basis To establish the schedule reconfigure the computer to the Full Boot Every x Days mode using Computer Setup NOTE For more information about Computer Setup see Computer Setup F10 Utility on page 75 POST numeric codes and text messages This section identifi...

Page 100: ...CMOS jumper if applicable 164 MemorySize Error Memory amount has changed since the last boot memory added or removed Press the f1 key to save the memory changes 164 MemorySize Error Memory configuration incorrect 1 Run Computer Setup or Windows utilities 2 Be sure the memory modules are installed properly 3 If third party memory has been added test using HP only memory 4 Verify proper memory modul...

Page 101: ...e the keyboard 4 Replace the system board 501 Display Adapter Failure Graphics display controller 1 Clear CMOS 2 Verify that the monitor is attached and turned on 510 Flash Screen Image Corrupted Flash Screen image has errors Reflash the system ROM with the latest BIOS image 512 Chassis Rear Chassis or Front Chassis Fan not Detected Fan is not connected or might have malfunctioned 1 Reseat fan 2 R...

Page 102: ...re must be updated to match current functionality contained in the system BIOS 1 Update to the latest ME firmware version 2 If the error persists and system BIOS has been recently updated restore previous system BIOS version 3 If the error still persists replace the system board 2219 USB Key Provisioning file has invalid header identifier Provisioning file contained on the USB key has been corrupt...

Page 103: ...nking lights on the front panel of the computer and see the following table to determine the front panel light codes Recommended actions in the following table are listed in the order in which they should be performed Not all diagnostic lights and audible codes are available on all models Table 7 2 Interpreting POST diagnostic front panel lights and audible codes Activity Beeps Possible cause Reco...

Page 104: ...ved 5 Pre video memory error IMPORTANT To avoid damage to the DIMMs or the system board you must unplug the computer power cord before attempting to reseat install or remove a DIMM module 1 Reseat DIMMs 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 Red power light blinks six times once every second followed by a tw...

Page 105: ... then plug the power cord back in to the computer 2 Replace the system board System does not turn on and lights are not blinking None System cannot start Press and hold the power button for less than 4 seconds If the hard drive light turns white the power button is working correctly Replace the system board OR Press and hold the power button for less than 4 seconds If the hard drive light does not...

Page 106: ...98 Chapter 7 POST error messages ENWW ...

Page 107: ...m later You can back up in Computer Setup or with the BiosConfigUtility tool available from www hp com See Computer Setup F10 Utility on page 75 for information about backing up the BIOS settings Changing a setup or power on password Use this procedure to change a password To change the power on or setup password complete the following steps 1 Turn on or restart the computer To change the setup pa...

Page 108: ...tep 3 2 To delete the Setup password as soon as the computer turns on Press esc while the Press the ESC key for Startup Menu message is displayed Press f10 to enter Computer Setup 3 When the key icon appears type your current password a slash or alternate delimiter character your new password another slash or alternate delimiter character and your new password again as shown current password 4 Pre...

Page 109: ...to determine whether your computer hardware is running properly The three versions are HP PC Hardware Diagnostics Windows HP PC Hardware Diagnostics UEFI Unified Extensible Firmware Interface and for select products only Remote HP PC Hardware Diagnostics UEFI a firmware feature ENWW 101 ...

Page 110: ...d install it To download HP PC Hardware Diagnostics Windows see Downloading HP PC Hardware Diagnostics Windows on page 104 Using an HP PC Hardware Diagnostics Windows hardware failure ID code When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement a 24 digit Failure ID code is generated Depending on the instructions on the screen choose one of these options If ...

Page 111: ...n follow the on screen instructions NOTE To stop a diagnostic test select Cancel Accessing HP PC Hardware Diagnostics Windows from Support Assistant After HP PC Hardware Diagnostics Windows is installed follow these steps to access it from HP Support Assistant To access HP PC Hardware Diagnostics Windows from HP Support Assistant 1 Type support in the taskbar search box and then select the HP Supp...

Page 112: ...dows in the Microsoft Store search box 3 Follow the on screen directions The tool downloads to the selected location Downloading HP Hardware Diagnostics Windows by product name or number select products only You can download HP PC Hardware Diagnostics Windows by product name or number NOTE For some products you might have to download the software to a USB flash drive by using the product name or n...

Page 113: ...g the problem Select Contact HP accept the HP privacy disclaimer and then use a mobile device to scan the Failure ID code that appears on the next screen The HP Customer Support Service Center page appears with your Failure ID and product number automatically filled in Follow the on screen instructions or Contact support and provide the Failure ID code NOTE To start diagnostics on a convertible co...

Page 114: ...Diagnostics UEFI version to a USB flash drive follow this procedure 1 Go to http www hp com go techcenter pcdiags The HP PC Diagnostics home page is displayed 2 Select Download HP Diagnostics UEFI and then select Run Downloading HP PC Hardware Diagnostics UEFI by product name or number select products only You can download HP PC Hardware Diagnostics UEFI by product name or number select products o...

Page 115: ...are Diagnostics UEFI to your computer It can then execute the diagnostics on your computer and it might upload results to a preconfigured server For more information about Remote HP PC Hardware Diagnostics UEFI go to http www hp com go techcenter pcdiags and then select Find out more ENWW Using Remote HP PC Hardware Diagnostics UEFI settings select products only 107 ...

Page 116: ...the product Customizing Remote HP PC Hardware Diagnostics UEFI settings Using the Remote HP PC Hardware Diagnostics setting in Computer Setup BIOS you can perform several customizations Set a schedule for running diagnostics unattended You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics Set the location for downloading the diagnosti...

Page 117: ... to its factory state Performing these standard procedures can return your computer to a working state faster IMPORTANT If you will be performing recovery procedures on a tablet the tablet battery must be at least 70 charged before you start the recovery process IMPORTANT For a tablet with a detachable keyboard connect the tablet to the keyboard base before beginning any recovery process ENWW 109 ...

Page 118: ...e the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive For details Go to http www hp com support search for HP Cloud Recovery and then select the result that matches the type of computer that you have NOTE If you cannot create recovery media yourself contact support to obtain recovery discs Go to http www hp com support select your country or region and the...

Page 119: ... the Start button select the Get Help app and then enter the task you want to perform NOTE You must be connected to the internet to access the Get Help app Recovering using HP Recovery media You can use HP Recovery media to recover the original operating system and software programs that were installed at the factory On select products it can be created on a bootable USB flash drive using the HP C...

Page 120: ...he volume up button and then select f9 or Turn on or restart the tablet quickly press and hold the volume down button and then select f9 3 Select the optical drive or USB flash drive from which you want to boot and then follow the on screen instructions Using HP Sure Recover select products only Select computer models are configured with HP Sure Recover a PC OS recovery solution built into the har...

Page 121: ...y Use the following steps to remove personal data from the computer including the nonvolatile memory found in Intel based and AMD based system boards NOTE If your tablet has a keyboard base connect to the keyboard base before beginning steps in this chapter Current BIOS steps Use these instructions to restore nonvolatile memory 1 Follow these steps to restore the nonvolatile memory that can contai...

Page 122: ...r the password at the prompt j Select the Main menu select Apply Factory Defaults and Exit select Yes to save changes and exit and then select Shutdown k Reboot the system If the system has a Trusted Platform Module TPM fingerprint reader or both 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 powe...

Page 123: ...rotected backup of critical System BIOS code EC firmware and critical computer configuration data for select platforms that support HP Sure Start For more information see Using HP Sure Start select products only on page 119 Data cannot be written to this device via the host processor The content is managed solely by the HP Sure Start Embedded Controller This memory is protected by the HP Sure Star...

Page 124: ... on screen instructions 1 5 MB or 7 MB Yes Yes Stores Management Engine Code Settings Provisioning Data and iAMT third party data store Management Engine Code is programmed at the factory Code is updated via Intel secure firmware update utility Unique Provisioning Data can be entered at the factory or by an administrator using the Management Engine MEBx setup utility The third party data store con...

Page 125: ...e Fingerprint reader select products only 512 KB flash Yes Yes Stores fingerprint templates Fingerprint reader memory is programmed by user enrollment in HP ProtectTools Security Manager Only a digitally signed application can make the call to write to the flash Questions and answers Use this section to answer your questions about nonvolatile memory 1 How can the BIOS settings be restored returned...

Page 126: ...nt and recovery software HP has provided options in Computer Setup BIOS to allow you to run in legacy BIOS if required by the operating system Examples of this requirement would be if you upgrade or downgrade the OS 3 Where is the UEFI BIOS located The UEFI BIOS is located on a flash memory chip You must use a utility to write to the chip 4 What kind of configuration data is stored on the DIMM Ser...

Page 127: ...ion 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 continue Using HP Sure Start select products only Select computer models are configured with HP Sure Start a technology that continuously monitors your computer s BIOS for attacks or corruption If the BIOS becomes co...

Page 128: ...120 Chapter 11 Statement of memory volatility ENWW ...

Page 129: ...e country where the power cord set will be installed 2 The power cord set must have a minimum current capacity of 10A 7A Japan only and a nominal voltage rating of 125 V ac or 250 V ac as required by each country s power system 3 The diameter of the wire must be a minimum of 0 75 mm2 or 18AWG and the length of the cord must be between 1 8 m 6 ft and 3 6 m 12 ft The power cord should be routed so t...

Page 130: ...and plug must bear the certification mark of the agency responsible for evaluation in the country where it will be used 2 The flexible cord must be Type SVT or equivalent No 18 AWG 3 conductor The plug must be a 2 pole grounding type with a NEMA 5 15P 15 A 125 V or NEMA 6 15P 15 A 250 V configuration 3 Appliance coupler flexible cord and plug must bear a T mark and registration number in accordanc...

Page 131: ...er of options installed Maximum altitude unpressurized Operating 5 000 m 16 404 ft Nonoperating 15 240 m 50 000 ft Relative humidity noncondensing Operating 5 to 90 Nonoperating 38 7 C max wet bulb 5 to 90 Power supply Operating voltage range 90 Vac to 264 Vac Rated voltage range1 100 Vac to 240 Vac Rated line frequency 50 Hz to 60 Hz Operating line frequency 47 Hz to 63 Hz Standard efficiency 65 ...

Page 132: ...124 Chapter 13 Specifications ENWW ...

Page 133: ...sword 100 drive cage removal and replacement 29 E electrostatic discharge ESD 11 12 preventing damage 11 12 13 error codes 91 95 error messages 91 expansion card illustrated 5 removal 28 F F10 Setup 75 access problem 51 fan shroud illustrated 5 removal and replacement 38 flash drive problems 71 front bezel illustrated 5 removal and replacement 23 front panel components 1 G general problems 51 grou...

Page 134: ...printer 61 software 73 processor illustrated 5 removal and replacement 40 product features 1 product ID locations 3 R rear panel components 2 recovery 109 111 discs 111 media 111 USB flash drive 111 recovery media 110 creating using HP Cloud Recovery Download Tool 110 creating using Windows tools 110 Remote HP PC Hardware Diagnostics UEFI settings customizing 108 using 107 removal and replacement ...

Page 135: ...e 111 system restore point creating 110 T temperature control 11 14 tools servicing 11 18 Torx T15 screwdriver 11 18 troubleshooting without diagnostics 49 U using Computer Setup Utilities 75 V ventilation proper 11 14 W Windows backup 109 recovery media 109 system restore point 110 Windows tools using 110 WLAN module illustrated 5 removal and replacement 35 ENWW Index 127 ...

Page 136: ...128 Index ENWW ...

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