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HP RP3, Maintenance And Service Manual

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Solving Software Problems

Most software problems occur as a result of the following:

●

The application was not installed or configured correctly.

●

There is insufficient memory available to run the application.

●

There is a conflict between applications.

●

Be sure that all the needed device drivers have been installed.

●

If you have installed an operating system other than the factory-installed operating system,
check to be sure it is supported on the system.

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

Computer will not continue and the HP logo does not display.

Cause

Solution

ROM issue - POST error has occurred.

Observe the beeps and LED lights on the front of the
computer. See Appendix A, 

POST Error Messages

on page 65

 to determine possible causes.

See the Worldwide Limited Warranty for terms and
conditions.

Computer will not continue after HP logo screen displays.

Cause

Solution

System files may be damaged.

In Windows 7, use recovery media to scan hard drive for
errors, or use Windows Startup Repair to fix problems that
might prevent Windows from starting correctly. Windows
Startup Repair is one of the recovery tools in the System
Recovery Options menu. You can also create a system
repair disc that contains the System Recovery Options
menu. If the problem is severe enough that Startup Repair
doesn't start on its own and you can't access the System
Recovery Options menu on your computer's hard disk, you
can get to the menu and start Startup Repair by using the
Windows installation disc or a system repair disc that you
created earlier.

“Illegal Operation has Occurred” error message is displayed.

Cause

Solution

Software being used is not Microsoft-certified for your
version of Windows.

Verify that the software is certified by Microsoft for your
version of Windows (see program packaging for this
information).

Configuration files are corrupt.

If possible, save all data, close all programs, and restart the
computer.

116 Appendix F   Troubleshooting Without Diagnostics

Summary of Contents for RP3

Page 1: ...Maintenance Service Guide HP RP3 Retail System Model 3100 ...

Page 2: ...uch products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein This document contains proprietary information that is protected by copyright No part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett P...

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: ...loading Windows 7 updates 5 Installing or upgrading device drivers 5 Customizing the monitor display 5 Turning off the computer 5 Finding more information 5 3 Illustrated parts catalog 7 Computer major components 7 Cables 8 Misc parts 9 Expansion cards 10 Drives 10 Sequential part number listing 11 4 Removal and Replacement Procedures 15 Preparation for Disassembly 15 Serial Number Location 15 Acc...

Page 5: ...ter Setup F10 Utilities 46 Computer Setup File 47 Computer Setup Storage 48 Computer Setup Security 51 Computer Setup Power 54 Computer Setup Advanced 55 Recovering the Configuration Settings 57 Appendix B Using HP PC Hardware Diagnostics 58 Why run HP PC Hardware Diagnostics UEFI 58 How to access and run HP PC Hardware Diagnostics 58 Downloading HP PC Hardware Diagnostics to a USB device 59 Appen...

Page 6: ...ving Media Card Reader Problems 91 Solving Display Problems 93 Solving Audio Problems 98 Solving Printer Problems 99 Solving Keyboard and Mouse Problems 101 Solving Hardware Installation Problems 103 Solving Network Problems 105 Solving Memory Problems 108 Solving Processor Problems 109 Solving CD ROM and DVD Problems 110 Solving USB Flash Drive Problems 113 Solving Front Panel Component Problems ...

Page 7: ...ines 123 Routine Care 124 General Cleaning Safety Precautions 124 Cleaning the Computer Case 124 Cleaning the Keyboard 124 Cleaning the Monitor 125 Cleaning the Mouse 125 Service Considerations 125 Power Supply Fan 125 Tools and Software Requirements 126 Screws 126 Cables and Connectors 126 Hard Drives 126 Lithium Coin Cell Battery 127 Appendix I Power Cord Set Requirements 128 General Requirement...

Page 8: ...ware installed on the computer run the diagnostic utility included on some computer models only NOTE This product features optional Powered USB ports In the retail industry Powered USB is also referred to as USB Power USB Plus Power and Retail USB In this document these ports are referred to as Powered USB Standard Configuration Features 1 ...

Page 9: ...and headphone ports are located behind a sliding door The NIC link light indicates a network connection The NIC activity light indicates network activity The Power On Light is normally green 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 the Maintenance and Service Guide to interpret the code 2 Chapter 1 Product Featu...

Page 10: ... serial card or an optional 3 port powered USB 12V card available from HP The serial ports can be configured as 5V or 12V powered serial ports CAUTION You must peel off the metallic tape over the cash drawer connector to connect a cash drawer The cash drawer connector is similar in size and shape to a telephone jack To avoid damage to the computer DO NOT plug a telephone cable into the cash drawer...

Page 11: ...g system The first time you turn on the computer the operating system is set up and activated automatically This process takes about 5 to 10 minutes Carefully read and follow the instructions on the screen to complete the activation We recommend that you register your computer with HP during operating system setup so you can receive important software updates facilitate support questions and sign ...

Page 12: ...p com support Select your country and language select Download drivers and software and firmware enter the model number of the computer and press Enter Customizing the monitor display If you wish you can select or change the monitor refresh rates screen resolution color settings font sizes and power management settings For more information refer to the online documentation provided with the graphi...

Page 13: ...nostic indicator lights and error codes Regulatory Safety and Environmental Notices Provides safety and regulatory information that ensures compliance with U S Canadian and various international regulations Accessing User Guides Linux systems Double click the HP User Manuals icon on your desktop Select the folder for your language Select the guide you wish to access 6 Chapter 2 Installing and Cust...

Page 14: ...rd includes Intel Celeron 807UE processor includes replacement thermal material 682426 001 2 Front bezel 682430 001 3 Power supply 115W 682435 001 Access panel not illustrated 682429 001 Memory modules PC3 12800 not illustrated 8 GB 689374 001 4 GB 689373 001 2 GB 689372 001 Computer major components 7 ...

Page 15: ... Hard drive power data cable assembly 682433 001 Adapter DisplayPort to VGA not illustrated 632484 001 Adapter DisplayPort to DVI not illustrated 662723 001 Adapter DisplayPort to HDMI not illustrated 617450 001 DisplayPort cable not illustrated 487562 001 8 Chapter 3 Illustrated parts catalog ...

Page 16: ...eet not illustrated 583654 001 Keyboard not illustrated For a detailed list of available keyboards and their country codes see Sequential part number listing on page 11 PS 2 for use in the United States 674312 xx1 USB for use in the United States 674313 xx1 Washable for use in the United States 613125 xx1 Mouse not illustrated PS2 optical jack black 609250 001 Washable 619580 001 Optical jack blac...

Page 17: ...red USB card 12V 711788 001 5 Ralink RT5390R 802 11bgn 1x1 Wi Fi Adapter WLAN module 701396 001 Atheros AR9462 802 11b g n Wi Fi Adapter not illustrated 701398 001 Drives Description Spare part number Hard drive 320 GB 7200 rpm 639135 001 256 GB Solid state drive 661842 001 128 GB Solid state drive 665961 001 32 GB Solid state drive MLC 686616 001 10 Chapter 3 Illustrated parts catalog ...

Page 18: ...way 613125 101 Washable keyboard for use in Sweden 613125 111 Washable keyboard for use in Switzerland 613125 121 Washable keyboard for use in the French Canada 613125 131 Washable keyboard for use in Portugal 613125 141 Washable keyboard for use in Turkey 613125 151 Washable keyboard for use in Greece 613125 161 Washable keyboard for use in Latin America 613125 171 Washable keyboard for use in Sa...

Page 19: ...for use in France 674312 061 PS 2 keyboard for use in Italy 674312 071 PS 2 keyboard for use in Spain 674312 081 PS 2 keyboard for use in Denmark 674312 091 PS 2 keyboard for use in Norway 674312 101 PS 2 keyboard for use in Sweden 674312 111 PS 2 keyboard for use in Switzerland 674312 121 PS 2 keyboard for use in the French Canada 674312 131 PS 2 keyboard for use in Portugal 674312 141 PS 2 keybo...

Page 20: ...041 USB keyboard for use in Germany 674313 051 USB keyboard for use in France 674313 061 USB keyboard for use in Italy 674313 071 USB keyboard for use in Spain 674313 081 USB keyboard for use in Denmark 674313 091 USB keyboard for use in Norway 674313 101 USB keyboard for use in Sweden 674313 111 USB keyboard for use in Switzerland 674313 121 USB keyboard for use in the French Canada 674313 131 US...

Page 21: ...South Korea 674313 L31 USB keyboard for use internationally 682433 001 Hard drive power data cable assembly 682431 001 Fan assembly 682430 001 Front bezel 682429 001 Access panel 682432 001 Front USB and power switch assembly 682426 001 System board includes Intel Celeron 807UE processor includes replacement thermal material 682435 001 Power supply 115W 686616 001 32 GB Solid state drive MLC 68937...

Page 22: ... Disconnect the power cord from the electrical outlet and then from the computer CAUTION Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord to avoid damage to the internal components of the computer 6 Disconnect all peripheral device cables from the computer NOTE During disassem...

Page 23: ... for disassembly Preparation for Disassembly on page 15 2 Loosen the thumbscrew on the rear of the computer 1 slide the access panel toward the rear of the computer then lift it off 2 To install the computer cover reverse the removal procedure 16 Chapter 4 Removal and Replacement Procedures ...

Page 24: ...e computer for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 Lift up the three tabs on the side of the bezel 1 then rotate the bezel off the chassis 2 To install the front bezel reverse the removal procedure Front Bezel 17 ...

Page 25: ...rmal position 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 Do not rely on components like the power supply or computer cover to push cables down into the chassis Always position the cables to lay properly by themselves When removing the power supply power cables from the conne...

Page 26: ...wered USB Card 2 USB MEDIA1 green 12 volt Powered USB Card 3 Riser Card Socket RPOS RISER white Riser Card 4 Memory Socket DIMM1 black Memory 5 SATA 3 0 SATA0 dark blue Hard Drive 6 Battery Holder BAT black Battery 7 Mini PCI Express x1 X1PCIEXP1 black Expansion Card for example WLAN card Cable Management 19 ...

Page 27: ...r invoke system malfunction For proper system operation the SODIMM must be industry standard 204 pin unbuffered non ECC PC3 12800 DDR3 1600 MHz compliant 1 5 volt DDR3 SDRAM SODIMMs The DDR3 SDRAM SODIMM must also support CAS latency 11 DDR3 1600 MHz 11 11 11 timing contain the mandatory Joint Electronic Device Engineering Council JEDEC specification In addition the computer supports 512 Mbit 1 Gb...

Page 28: ...ing incompatible metals in contact with each other Static electricity can damage the electronic components of the computer or optional cards Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object When handling a memory module be careful not to touch any of the contacts Doing so may damage the module 1 Prepare the computer ...

Page 29: ...ard CAUTION The Powered Serial Port expansion card slot on the riser card looks very similar to a PCI Express x1 expansion card slot Do not attempt to insert a PCI Express x1 expansion card into the Powered Serial Port expansion card slot and do not attempt to insert a Powered Serial Port expansion card into a PCI Express x1 expansion card slot No Expansion Slots 1 PCI Express x1 Expansion Card sl...

Page 30: ...re the same voltage for which the powered serial port is configured Connecting a peripheral device that is not rated for the same voltage supplied by the powered serial port can damage the computer and the peripheral device If the powered serial ports have been configured for power from the factory they will be covered by protective plastic caps Turn off the computer and remove the caps before con...

Page 31: ...expansion card retention latch inside the chassis 1 and rotate the latch open 2 4 Before installing the expansion card remove the expansion slot cover by sliding it out of the slot on the rear of the chassis 24 Chapter 4 Removal and Replacement Procedures ...

Page 32: ...quire an external power source NOTE The computer ships with all serial ports configured in standard serial mode by default unless the powered serial port AV numbers are ordered The serial ports can be configured using the Computer F10 Setup utility Under the Onboard Devices menu you are given the option to select the following three settings for each individual serial port port A B if available C ...

Page 33: ...wered USB Teal The 12 volt Powered USB expansion card must be installed in the PCI Express x1 expansion socket on the riser card If your riser card does not have a PCI Express x1 expansion socket you can replace the riser card with one that does have a PCI Express x1 expansion socket Refer to Riser Card on page 29 for more information To install a 12 volt Powered USB expansion card 1 Prepare the c...

Page 34: ...side the chassis 1 and rotate the latch open 2 Figure 4 1 Opening the Slot Cover Retention Latch 5 Before installing the expansion card remove the expansion slot cover by sliding it out of the slot on the rear of the chassis Figure 4 2 Removing an Expansion Slot Cover Expansion Cards 27 ...

Page 35: ...as a single connector on one end and dual connectors on the other end All three connectors are keyed to ensure proper connection Connect the single end of the cable to the rear of the card 1 Connect the green connector on the other end of the cable to the green USB connector on the system board 2 Connect the black cable connector to the black USB connector on the system board 3 NOTE The green USB ...

Page 36: ...repare the computer for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 If an expansion card is installed in one of the riser card expansion slots push outward on the tab located on the back of the expansion card retention latch inside the chassis 1 and rotate the latch open 2 4 If an expansion card is installed in one of the riser card expans...

Page 37: ...out of the riser card socket 2 6 To install the new riser card press the riser card firmly down into the riser card socket on the system board Make sure that the tab on the end of the riser card bracket seats into the slot on the chassis when installing the card 30 Chapter 4 Removal and Replacement Procedures ...

Page 38: ... card is aligned with the open slot on the rear of the chassis 1 Press the card straight down into the expansion socket on the riser card 2 8 If an expansion card was removed from the old riser card and you are not replacing the expansion card install a slot cover in the expansion slot CAUTION After removing an expansion card you must replace it with a new card or expansion slot cover for proper c...

Page 39: ... front panel To replace the drive 1 Prepare the computer for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 Disconnect the cables from the rear of the hard drive 4 Press outward on the release latch located on the front panel just above the cable connection on the hard drive 1 then slide the carrier toward the center of the chassis and pull t...

Page 40: ...e the four mounting screws from the sides of the hard drive NOTE Install the mounting screws on the sides of the new hard drive To install a hard drive reverse the removal procedures NOTE No configuration of the SATA hard drive is necessary the computer automatically recognizes it the next time you turn on the computer Hard Drive 33 ...

Page 41: ...se procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object NOTE The lifetime of the lithium battery can be extended by plugging the computer into a live 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 recharg...

Page 42: ...Push the other edge down until the clamp snaps over the other edge of the battery 2 NOTE After the battery has been replaced use the following steps to complete this procedure 4 Replace the access panel 5 Reconnect the power cord and any external devices then turn on the computer 6 Reset the date and time your passwords and any special system setups using Computer Setup 7 Lock any security devices...

Page 43: ...11b g n Wi Fi Adapter 701398 001 The WLAN module is located on the system board To remove the WLAN module 1 Prepare the computer for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 Disconnect the antenna cables from the module 36 Chapter 4 Removal and Replacement Procedures ...

Page 44: ...pull it away to remove it from the socket To install the WLAN module reverse the removal procedures NOTE WLAN modules are designed with a notch to prevent incorrect insertion When connecting the antenna cables to the WLAN module match the cable colors and labels on the cables with the labels on the module WLAN Module 37 ...

Page 45: ...cess panel Access Panel on page 16 3 Remove the front bezel Front Bezel on page 17 4 Disconnect the fan control cable from the system board connector labeled CHFAN 5 Press the tabs that secure the fan assembly to the front of the chassis 6 Rotate the assembly toward the rear of the unit and then lift it out of the chassis 38 Chapter 4 Removal and Replacement Procedures ...

Page 46: ...To install the fan assembly reverse the removal procedures When installing the fan assembly insert the posts on the bottom of the fan 1 into the slots built into the base pan 2 Front Fan Baffle 39 ...

Page 47: ...e fan Front Fan Baffle on page 38 5 Disconnect the cables from the following system board connectors FRONT USB yellow PB LED black FRONT AUD blue 6 Press in on the two tabs on each side of the assembly 1 7 Rotate the top of the assembly downward and then pull the assembly out through the hole in the front of the chassis 2 while guiding the wires through the hole in the chassis To reinstall the fro...

Page 48: ...for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 Remove the front bezel Front Bezel on page 17 4 Remove the fan Front Fan Baffle on page 38 5 Remove the two Torx T8 screws that secure the speaker to the chassis 1 Speaker 41 ...

Page 49: ...e personal injury and damage to the equipment the power cord should be disconnected from the computer and or the AC outlet before opening the computer 1 Prepare the computer for disassembly Preparation for Disassembly on page 15 2 Remove the access panel Access Panel on page 16 3 Rotate the optical drive cage to its upright position 4 Disconnect the power cables from all of the drives 5 Rotate the...

Page 50: ...he base pan in front of the power supply 2 and then rotate the power supply so you can remove it from the chassis 3 To install the power supply reverse the removal procedure CAUTION When installing the power supply cables make sure they are properly positioned so they are not cut by the drive cage and are not pinched by the rotating power supply Power Supply 43 ...

Page 51: ...e 38 5 When replacing the system board make sure the following components are removed from the defective system board and installed on the replacement system board Memory modules Memory on page 20 Expansion cards Expansion Cards on page 22 6 Disconnect all data power and any other cables from the system board 7 Remove the seven screws that secure the system board to the floor of the chassis 8 Slid...

Page 52: ... messages Post Messages Disabled suppresses most POST messages such as memory count product name and other non error text messages If a POST error occurs the error is displayed regardless of the mode selected To manually switch to Post Messages Enabled during POST press any key except F1 through F12 Establish an Ownership Tag the text of which is displayed each time the system is turned on or rest...

Page 53: ...dings appears in the Computer Setup Utilities menu File Storage Security Power and Advanced 4 Use the arrow left and right keys to select the appropriate heading Use the arrow up and down keys to select the option you want then press Enter To return to the Computer Setup Utilities menu press Esc 5 To apply and save changes select File Save Changes and Exit If you have made changes that you do not ...

Page 54: ...time and date Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media Replicated Setup Save to Removable Media Saves system configuration to a formatted USB flash media device Restore from Removable Media Restores system configuration from a USB flash media device Default Setup Save Current Settings as Default Saves the current system configuration se...

Page 55: ...e is set to User allows you to specify the parameters logical cylinders heads and sectors per track used by the BIOS to translate disk I O requests from the operating system or an application into terms the hard drive can accept Logical cylinders may not exceed 1024 The number of heads may not exceed 256 The number of sectors per track may not exceed 63 CAUTION Ordinarily the translation mode sele...

Page 56: ...RAID Allows DOS and boot access to RAID volumes Use this mode with the RAID device driver loaded in the operating system to take advantage of RAID features AHCI default option Allows operating systems with AHCI device drivers loaded to take advantage of more advanced features of the SATA controller NOTE The RAID AHCI device driver must be installed prior to attempting to boot from a RAID AHCI volu...

Page 57: ...the list may be individually excluded from or included for consideration as a bootable operating system source Specify the order of attached hard drives The first hard drive in the order will have priority in the boot sequence and will be recognized as drive C if any devices are attached NOTE To drag a device to a preferred place press Enter To remove the device from consideration as a bootable de...

Page 58: ...owse Mode appears if a setup password is set allows viewing but not changing the F10 Setup Options without entering setup password Default is enabled Password prompt on F9 F12 requires setup password to use these boot functions Default is enabled Network Server Mode Default is disabled Smart Cover Allows you to Lock unlock the Cover Lock Set the Cover Removal Sensor to Disable Notify User Setup Pa...

Page 59: ...Record Security may prevent unintentional or malicious changes to the MBR such as those caused by some viruses or by the incorrect use of certain disk utilities It also allows you to recover the last known good MBR should changes to the MBR be detected when the system is restarted When MBR Security is enabled the BIOS prevents any changes being made to the MBR of the current bootable disk while in...

Page 60: ...not reset CAUTION The embedded security device is a critical component of many security schemes Erasing the security keys will prevent access to data protected by the Embedded Security Device Choosing Reset to Factory Settings may result in significant data loss Measure boot variables devices to PCR1 Typically the computer measures the boot path and saves collected metrics to PCR5 a register in th...

Page 61: ... SATA Power Management Enables or disables SATA bus and or device power management Default is enabled S5 Maximum Power Savings Turns off power to all nonessential hardware when system is off to meet EUP Lot 6 requirement of less than 0 5 Watt power usage Default is disabled PCI Express x16 Slot 1 Sets Active State Power Management ASPM of the bus ASPM lets you set lower power modes that activate w...

Page 62: ... loading option ROMs Default is enabled After Power Loss off on previous state Default is Power off Setting this option to Power off causes the computer to remain powered off when power is restored Power on causes the computer to power on automatically as soon as power is restored Previous state causes the computer to power on automatically as soon as power is restored if it was on when power was ...

Page 63: ...the UMA Frame Buffer Size option displays which lets you set the UMA memory size allocation between 32 MB and 1 GB Internal Speaker does not affect external speakers Default is enabled NIC PXE Option ROM Download PXE iSCSI disabled The BIOS contains an embedded NIC option ROM to allow the unit to boot through the network to a PXE server This is typically used to download a corporate image to a har...

Page 64: ...irmation to unconfigure ME Watchdog Timer enable disable Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers are not deactivated BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during execution if the alert is sent to the management console An operating system alert is deactivated by the operating system image and wo...

Page 65: ...a 24 digit Failure ID is generated This ID can then be provided to the call agent who will either schedule support or provide replacement parts How to access and run HP PC Hardware Diagnostics You can run the diagnostics from one of three places depending on your preference and the health of the computer 1 A connected USB drive to download the diagnostics tools to a USB drive see the instructions ...

Page 66: ...the Diagnostic section click the HP UEFI Support Environment link This link provides additional information or Click the Download button and select Run The download includes instructions in English on how to install the tools on the USB device NOTE HP diagnostic solutions are developed to test components typically included on HP products They may not diagnose all third party accessories that can b...

Page 67: ...oints manually NOTE Always use this System Restore procedure before you use the System Recovery feature NOTE Some features might not be available on systems that are shipped without a Windows operating system To start System Restore 1 Close all open programs 2 Click the Start button right click Computer and then click Properties 3 Click System protection System Restore click Next and then follow t...

Page 68: ...nding CAUTION System Recovery deletes all data and programs you created or installed Before you begin back up any important data to a CD or DVD or to a USB flash drive NOTE In some cases you must use recovery media for this procedure To create this media follow the instructions in Creating recovery media on page 63 If the computer is working and Windows 7 is responding use these steps to perform a...

Page 69: ... Otherwise select Recover without backing up your files and then click Next 7 System Recovery begins After System Recovery is complete click Finish to restart the computer 8 When Windows has loaded shut down the computer reconnect all peripheral devices and then turn the computer back on System recovery using recovery media You should create a set of recovery media either a set of DVDs or a USB fl...

Page 70: ...t 4 Follow the on screen instructions Label each disc as you make it for example Recovery 1 Recovery 2 and then store the discs in a secure place To create a recovery USB flash drive NOTE You must use a flash drive with a capacity of at least 8 GB 1 Close all open programs 2 Insert the USB flash drive into a USB port on the computer 3 Click the Start button click All Programs click Security and Pr...

Page 71: ...ouse 4 Press the power button to turn on the computer 5 Press Esc as the computer is powering on to see the startup menu Use the arrow keys to select the boot menu and press Enter Use the arrow keys to select the location where the recovery media is inserted USB or DVD Press Enter to boot from that device 6 If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive select...

Page 72: ...does not run all of the system level tests such as the memory test Full Boot runs all of the ROM based system tests and takes longer to complete Full Boot may also be enabled 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 on Computer Setup see the Computer ...

Page 73: ... ROMs Recently added PCI expansion card contains an option ROM too large to download during POST 1 If a PCI expansion card was recently added remove it to see if the problem remains 2 In Computer Setup set Advanced Device Options NIC PXE Option ROM Download to DISABLE to prevent PXE option ROM for the internal NIC from being downloaded during POST to free more memory for an expansion card s option...

Page 74: ...y memory has been added test using HP only memory 4 Verify proper memory module type 201 Memory Error RAM failure 1 Run Computer Setup or Windows utilities 2 Ensure memory modules are correctly installed 3 Verify proper memory module type 4 Remove and replace the identified faulty memory module s 5 If the error persists after replacing memory modules replace the system board 213 Incompatible Memor...

Page 75: ...gned to parallel port X 1 Remove any parallel port expansion cards 2 Clear CMOS 3 Reconfigure card resources and or run Computer Setup 410 Audio Interrupt Conflict IRQ address conflicts with another device Enter Computer Setup and reset the IRQ in Advanced Onboard Devices 411 Network Interface Card Interrupt Conflict IRQ address conflicts with another device Enter Computer Setup and reset the IRQ ...

Page 76: ...ont audio harness has been detached or unseated from motherboard Reconnect or replace front audio harness 918 Front USB Not Connected Front USB harness has been detached or unseated from motherboard Reconnect or replace front USB harness 921 Device in PCI Express slot failed to initialize There is an incompatibility problem with this device and the system or PCI Express Link could not be retrained...

Page 77: ... For three devices use SATA 0 SATA1 and SATA 2 1797 SATA Drivelock is not supported in RAID mode Drivelock is enabled on one or more SATA hard drives and they cannot be accessed while the system is configured for RAID mode Either remove the Drivelocked SATA device or disable the Drivelock feature To disable the Drivelock feature enter Computer Setup change Storage Storage Options SATA Emulation to...

Page 78: ...s 3 Ensure that none of the keys are depressed 4 Replace keyboard Parity Check 2 Parity RAM failure Third party graphics card may be causing a problem Run Computer Setup and Diagnostic utilities Remove third party graphics card to see if the problem goes away The system is violating the thermal environment requirement Improper processor installed or add in card installed in 50C mode 1 Replace the ...

Page 79: ...EDs and Audible Codes Activity Beeps Possible Cause Recommended Action Green Power LED On None Computer on None Green Power LED flashes every two seconds None Computer in Suspend to RAM mode some models only or normal Suspend mode None required Press any key or move the mouse to wake the computer Red Power LED flashes two times once every second followed by a two second pause Beeps stop after fift...

Page 80: ...d 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 LED flashes six times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solv...

Page 81: ...pply some models is set to the appropriate voltage Proper voltage setting depends on your region 2 Replace the system board 3 Replace the processor Red Power LED flashes ten times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 10 Bad option card 1 Check each option card by removing the card one at a time if multiple cards...

Page 82: ... setting depends on your region 2 Replace the system board OR Press and hold the power button for less than 4 seconds If the hard drive LED does not turn on green then 1 Check that the unit is plugged into a working AC outlet 2 Open hood and check that the power button harness is properly connected to the system board 3 Check that both power supply cables are properly connected to the system board...

Page 83: ...oth passwords only the setup password will give you access to Computer Setup When both passwords are set the setup password can also be used in place of the power on password as an override to log in to the computer This is a useful feature for a network administrator If you forget the password for the computer you can clear that password so you can gain access to the information on the computer b...

Page 84: ...ronic components of the computer or optional equipment Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Safety Regulatory Information guide for more information 3 Remove the access panel 4 Locate the header and jumper labeled PSWD on the system board NOTE The password jumper is green so that it can be easily ...

Page 85: ...ect the power cord from the wall outlet and allow the internal system components to cool before touching CAUTION When the computer is plugged in the power supply always has voltage applied to the system board even when the unit is turned off Failure to disconnect the power cord can result in damage to the system Static electricity can damage the electronic components of the computer or optional eq...

Page 86: ...nents see the Illustrated Parts Service Map IPSM for that particular system 5 Replace the access panel 6 Reconnect the external devices 7 Plug in the computer and turn on power NOTE You will receive POST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred Use Computer Setup to reset any special system setups along with the date and time For instru...

Page 87: ...ons below to try to isolate the exact problem before calling for technical support Run the HP diagnostic tool Run the hard drive self test in Computer Setup Refer to Computer Setup F10 Utility on page 45 for more information Check the Power LED on the front of the computer to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem Refer to Appendix A P...

Page 88: ...at you created or restore the system to its original factory condition in System Software Requirement Disks SSRD CAUTION Restoring the system will erase all data on the hard drive Be sure to back up all data files before running the restore process NOTE For sales information and warranty upgrades Care Packs call your local authorized service provider or dealer Helpful Hints If you encounter proble...

Page 89: ...u need a driver for that model printer Remove all bootable media CD DVD or USB device from the system before turning it on If you have installed an operating system other than the factory installed operating system check to be sure that it is supported on the system If the system has multiple video sources embedded PCI or PCI Express adapters installed embedded video on some models only and a sing...

Page 90: ...r turns off 2 Disconnect the power cord from the electrical outlet Computer will not respond to keyboard or mouse Cause Solution Computer is in Sleep state To resume from Sleep state press the power button CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data System ha...

Page 91: ...anel Cause Solution Smart Cover Lock featured on some computers is locked Unlock the Smart Cover Lock using Computer Setup In case of forgotten password power loss or computer malfunction you must manually disable the Smart Cover lock A key to unlock the Smart Cover Lock is not available from HP Keys are typically available from a hardware store Poor performance Cause Solution Processor is too hot...

Page 92: ... 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 LED flashes Red two times once every second followed by a two second pause and the computer beep...

Page 93: ...e system board turns on 3 Replace the system board OR Press and hold the power button for less than 4 seconds If the hard drive LED does not turn on green then 1 Check that 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 boar...

Page 94: ...off automatically and the Power LED flashes Red two times once every second followed by a two second pause and the computer beeps two times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Processor thermal protection activated A fan may be blocked or not turning OR The heat sink is not properly attached to the processor 1 Ensure that the computer air vents are not blocke...

Page 95: ...sing the problem by removing ALL attached devices such as hard drives or optical drives and expansion cards Power on the system If the system enters POST then 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...

Page 96: ...ce See reconfiguration directions in the Solving Hardware Installation Problems on page 103 section If the system still does not recognize the new device check to see if the device is listed within Computer Setup If it is listed the probable cause is a driver problem If it is not listed the probable cause is a hardware problem If this is a newly installed drive run the Computer Setup utility and t...

Page 97: ...e 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 Security Device Security Boot order is not correct Run the Computer Setup utility and change boot sequence in Storage Boot Order Hard Drive s Emulation Type is set to None ...

Page 98: ... 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 with your card to see if it writable Refer to the previous section for a list of compatible cards Media card is locked Locking the media card is a sa...

Page 99: ...the reader was just 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 ...

Page 100: ...izontal scan rate as the resolution chosen Computer is in Sleep state Press the power button to resume from Sleep state CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Monitor cable is plugged into the wrong connector Systems may have a monitor connection on both...

Page 101: ...if applicable 3 Replace the system board For systems with integrated graphics replace the system board Blank screen and the power LED flashes Red seven times once every second followed by a two second pause and the computer beeps seven times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution System board failure ROM detected failure prior to video Replace the system board M...

Page 102: ...n close proximity be sure the monitors are not interfering with each other s electromagnetic field by moving them apart 3 Fluorescent lights or fans may be too close to the monitor Monitor needs to be degaussed Degauss the monitor Refer to the documentation that came with the monitor for instructions Image is not centered Cause Solution Position may need adjustment Press the monitor s Menu button ...

Page 103: ...gh pitched noise coming from inside a flat panel monitor Cause Solution Brightness and or contrast settings are too high Lower brightness and or contrast settings Fuzzy focus streaking ghosting or shadowing effects horizontal scrolling lines faint vertical bars or unable to center the picture on the screen flat panel monitors using an analog VGA input connection only Cause Solution Flat panel moni...

Page 104: ...ort that particular symbol Use the Character Map to locate and select the appropriate symbol You can copy the symbol from the Character Map into a document In Windows 7 click Start select All Programs select Accessories select System Tools and then select Character Map Solving Display Problems 97 ...

Page 105: ... proper speaker connection The rear audio jack output is the green receptacle Headphones or devices connected to the line out connector mute the internal speaker Turn on and use headphones or external speakers if connected or disconnect headphones or external speakers Computer is in Sleep state Press the power button to resume from Sleep state CAUTION When attempting to resume from Sleep state do ...

Page 106: ...The application is set to use a different audio device than speakers Some graphics cards support audio over the DisplayPort connection if applicable so multiple audio devices may be listed in Device Manager Make sure the correct device is being used To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager Some applications can select which audio output ...

Page 107: ...he proper network connections to the printer Printer may have failed Run printer self test Printer will not turn on Cause Solution The cables may not be connected properly Reconnect all cables and check the power cord and electrical outlet Printer prints garbled information Cause Solution The correct printer driver for the application is not installed Install the correct printer driver for the app...

Page 108: ...ping 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 Program in use has stopped responding to commands Shut down your computer using the mouse and then restart the computer Keyboard needs repairs See the Worldwide Limited Warranty for terms and cond...

Page 109: ...r Mouse may need cleaning Remove the roller ball cover on the mouse and clean the internal components Mouse may need repair See the Worldwide Limited Warranty for terms and conditions Computer is in Sleep state Press the power button to resume from Sleep state CAUTION When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will...

Page 110: ...nnected and that pins in the connector are not bent down Cable s of new external device are loose or power cables are unplugged Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down Power switch of new external device is not turned on Turn off the computer turn on the external device then turn on the computer to integrate the device wi...

Page 111: ...s installed incorrectly or is bad CAUTION 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 Power on the system 2 Replace DIMMs one at a time to isolate the faulty module NOTE DIMM1 or XMM1 must always be installed On all computers except the USDT DIMM1 must be installed before DIMM2 a...

Page 112: ...bugging the network cabling Table F 11 Solving Network Problems Wake on LAN feature is not functioning Cause Solution S5 Maximum Power Saving feature is enabled Disable the S5 Maximum Power Saving option in Computer Setup Select Power Hardware Power Management S5 Maximum Power Savings S5 Wake on LAN is disabled some models Enable the S5 Wake on LAN option in Computer Setup Select Advanced Device O...

Page 113: ...tus To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager Network controller is disabled 1 Run Computer Setup and enable network controller 2 Enable the network controller in the operating system using Device Manager To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager Network driver is not properly lo...

Page 114: ... Network controller stopped working when an expansion board was added to the computer Cause Solution Network controller interrupt is shared with an expansion board Under the Computer Setup Advanced menu change the resource settings for the board The network controller requires drivers Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed Th...

Page 115: ...efore 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 in dual channel mode...

Page 116: ...talled Delete any TSRs that you do not need You have run out of memory for the application Check the memory requirements for the application or add more memory to the computer Power LED flashes Red five times once every second followed by a two second pause and the computer beeps five times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Memory is installed incorrectly o...

Page 117: ...able TXT in the Computer Setup F10 utility 3 Reinstall the original processor Solving CD ROM and DVD Problems If you encounter CD ROM or DVD problems see the common causes and solutions listed in the following table or to the documentation that came with the optional device Table F 14 Solving CD ROM and DVD Problems System will not boot from CD ROM or DVD drive Cause Solution The device is attache...

Page 118: ...mputer Setup utility and try adding 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 Security Device Security Drive responds slowly immediately after power up Run Computer Setup and increase the POST Delay in Advanced Power On...

Page 119: ...st 30 seconds to let the DVD ROM drive determine the type of media being played If the disc still does not start read the other solutions listed 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 Window...

Page 120: ...y USB Security The device was not properly seated before power up Ensure the device is fully inserted into the USB port before applying power to the system System will not boot from USB flash drive Cause Solution Boot order is not correct Run the Computer Setup utility and change boot sequence in Storage Boot Order Removable Media Boot is disabled in the Computer Setup utility Run the Computer Set...

Page 121: ...e USB ports are set to Enabled in Security USB Security Solving Internet Access Problems If you encounter Internet access problems consult your Internet Service Provider ISP or refer to the common causes and solutions listed in the following table Unable to connect to the Internet Cause Solution Internet Service Provider ISP account is not set up properly Verify Internet settings or contact your I...

Page 122: ...rowser remember some specific information that the Web server can later retrieve Windows 7 1 Select Start Control Panel 2 Click Internet Options 3 In the Browsing history section on the General tab click the Delete button 4 Select the Cookies check box and click the Delete button Cannot automatically launch Internet programs Cause Solution You must log on to your ISP before some programs will star...

Page 123: ...ays Cause Solution System files may be damaged In Windows 7 use recovery media to scan hard drive for errors or use Windows Startup Repair to fix problems that might prevent Windows from starting correctly Windows Startup Repair is one of the recovery tools in the System Recovery Options menu You can also create a system repair disc that contains the System Recovery Options menu If the problem is ...

Page 124: ... data cable length 39 37 in 100 cm Data interface voltage differential 400 700 mV Drive voltages 3 3 V 5 V 12 V Jumpers for configuring drive N A Data transfer rate 3 0 Gb s SATA connectors on the system board are color coded to make identification easier SATA Identification Color Port Attachment Sequence Primary channel device 0 Dark blue SATA 0 1 Primary channel device 1 Light Blue SATA 2 4 Seco...

Page 125: ...grounds and 4 transmit receive pins Pin Number Usage Device Plug Host Plug P1 Ground Ground Ground P2 A Transmit data Receive data P3 A Transmit data Receive data P4 Ground Ground Ground P5 B Receive data Transmit data P6 B Receive data Transmit data P7 Ground Ground Ground P2 and P3 differential signal pair P5 and P6 differential signal pair SATA Power Cable Pin Usage Notes Pin Usage Notes P1 V3 ...

Page 126: ...system used in the computer determines the maximum usable size of a drive partition A drive partition is the largest segment of a drive that may be properly accessed by the operating system A single hard drive may therefore be subdivided into a number of unique drive partitions in order to make use of all of its space Because of the differences in the way that drive sizes are calculated the size r...

Page 127: ...ns described in this chapter is essential for proper service CAUTION 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 120 Appendix H Identifying the Chassis Routine Care and Disassembly Preparation ...

Page 128: ...rker Removing DIPs from plastic tube 7 500 V 3 000 V 400 V 400 V 15 000 V 5 000 V 800 V 700 V 35 000 V 12 000 V 6 000 V 2 000 V Removing DIPs from vinyl tray Removing DIPs from Styrofoam Removing bubble pack from PCB Packing PCBs in foam lined box 2 000 V 3 500 V 7 000 V 5 000 V 4 000 V 5 000 V 20 000 V 11 000 V 11 500 V 14 500 V 26 500 V 21 000 V These are then multi packaged inside plastic tubes...

Page 129: ...oaded plastic Metallized laminate 1 500 7 500 15 000 Grounding the Work Area To prevent static damage at the work area use the following precautions Cover the work surface with approved static dissipative material Provide a wrist strap connected to the work surface and properly grounded tools and equipment Use static dissipative mats foot straps or air ionizers to give added protection Handle elec...

Page 130: ...nted sides of the computer and above the monitor to permit the required airflow Never restrict the airflow into the computer by blocking any vents or air intakes Do not place the keyboard with the keyboard feet down directly against the front of the desktop unit as this also restricts airflow Occasionally clean the air vents on all vented sides of the computer Lint dust and other foreign matter ca...

Page 131: ...ase follow the procedures described below To remove light stains or dirt use plain water with a clean lint free cloth or swab For stronger stains use a mild dishwashing liquid diluted with water Rinse well by wiping it with a cloth or swab dampened with clear water For stubborn stains use isopropyl rubbing alcohol No rinsing is needed as the alcohol will evaporate quickly and not leave a residue A...

Page 132: ... with a towelette designed for cleaning monitors Do not use sprays or aerosols directly on the screen the liquid may seep into the housing and damage a component Never use solvents or flammable liquids on the monitor To clean the monitor body follow the procedures in Cleaning the Computer Case on page 124 Cleaning the Mouse Before cleaning the mouse ensure that the power to the computer is turned ...

Page 133: ...t are flat flexible cables These cables must be handled with care to avoid damage Apply only the tension required to seat or unseat the cables during insertion or removal from the connector Handle cables by the connector whenever possible In all cases avoid bending or twisting the cables and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts being remove...

Page 134: ...t 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 water or fire or expose it to temperature...

Page 135: ...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 136: ... 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 137: ...90 0 95 Maximum Altitude unpressurized Operating Nonoperating 10 000 ft 30 000 ft 3048 m 9 144m Power Supply Watts Rated Voltage Range Rated Line Frequency Operating Line Frequency Range Rated Input Current Efficiency Power Supply Fan Power Cord Length 115 watt EPA85 power supply 100 240 V 50 60 Hz 47 63 Hz 1 5A 82 85 82 at 20 50 100 load 50 mm variable speed fan 6 0ft 1 8 3m 115 watt EPA85 power ...

Page 138: ...8 cash drawer connector 3 cautions AC power 120 cables 126 cooling fan 125 electrostatic discharge 121 keyboard cleaning 125 keyboard keys 125 CD ROM or DVD problems 110 chasis types illustrated 120 cleaning computer 124 mouse 125 safety precautions 124 CMOS backing up 76 clearing and resetting 78 computer cleaning 124 connections system board 19 country power cord set requirements 129 cover power...

Page 139: ...6 setup 76 PCIe to PCI Riser 24V spare part number 14 PCIe to PCI riser 24V spare part number 22 PCIe to PCI riser spare part number 10 POST error messages 65 power cord set requirements country specific 129 power problems 87 power supply 130 fan 125 removal and replacement 42 spare part number 7 14 power on password 76 Powered USB Card 12V spare part number 10 14 22 printer problems 99 problems a...

Page 140: ...10 12 spare part number tamper resistent wrench 126 Torx T 15 screwdriver 126 speaker removal and replacement 41 spare part number 9 12 41 specifications computer 130 memory 20 static electricity 121 system board removal and replacement 44 SATA connectors 117 spare part number 7 14 44 T tamper proof screws tool 126 temperature control 123 tools servicing 126 Torx T15 screwdriver 126 U USB 12V and ...

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