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Using HP PC Hardware Diagnostics

Using HP PC Hardware Diagnostics Windows (select products

only)

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system to diagnose hardware failures.

If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install
it. To download HP PC Hardware Diagnostics Windows, see

Downloading HP PC Hardware Diagnostics

Windows on page 85

.

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.

1.

To access HP PC Hardware Diagnostics Windows from HP Help and Support:

a.

Select the Start button, and then select HP Help and Support.

b.

Select HP PC Hardware Diagnostics Windows.

– or –

To access HP PC Hardware Diagnostics Windows from HP Support Assistant:

a.

Type

support

in the taskbar search box, and then select the HP Support Assistant app.

– or –

Select the question mark icon in the taskbar.

b.

Select Troubleshooting and fixes.

c.

Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.

2.

When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-
screen instructions.

NOTE:

To stop a diagnostic test, select Cancel.

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. The screen displays one of the following options:

●

A Failure ID link is displayed. Select the link and follow the on-screen instructions.

●

Instructions for calling support are displayed. Follow those instructions.

Downloading HP PC Hardware Diagnostics Windows

●

The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only.

●

You must use a Windows computer to download this tool because only .exe files are provided.

Using HP PC Hardware Diagnostics Windows (select products only)

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Содержание 280 G4

Страница 1: ...Maintenance and Service Guide HP 280 G4 Small Form Factor Business PC ...

Страница 2: ...arranty HP shall not be liable for technical or editorial errors or omissions contained herein First Edition September 2019 Document Part Number L78534 001 Product notice This user guide describes features that are common to most models Some features may not be available on your computer Not all features are available in all editions of Windows This computer may require upgraded and or separately ...

Страница 3: ...sidered important but not hazard related for example messages related to property damage Warns the user that failure to follow a procedure exactly as described could result in loss of data or in damage to hardware or software Also contains essential information to explain a concept or to complete a task NOTE Contains additional information to emphasize or supplement important points of the main te...

Страница 4: ...iv About this guide ...

Страница 5: ...g electrostatic damage to equipment 9 Personal grounding methods and equipment 9 Grounding the work area 10 Recommended materials and equipment 10 Operating guidelines 11 Routine care 11 General cleaning safety precautions 11 Cleaning the computer case 11 Cleaning the keyboard 12 Cleaning the monitor 12 Cleaning the mouse 12 Service considerations 12 Tool requirements 13 Screws 13 Cables and conne...

Страница 6: ... 31 Fan duct 32 Fan sink 33 Processor 34 Power supply 35 System board 37 System board callouts 38 Antenna cable 39 5 Computer Setup F10 Utility 40 Computer Setup F10 utilities 40 Using Computer Setup F10 Utilities 40 Computer Setup Main 42 Computer Setup Security 42 Computer Setup Configuration 43 Computer Setup Boot Options 43 Computer Setup Exit 44 6 Troubleshooting without diagnostics 45 Safety...

Страница 7: ... Setup or Power On password 83 Deleting a Setup or Power On password 84 9 Using HP PC Hardware Diagnostics 85 Using HP PC Hardware Diagnostics Windows select products only 85 Downloading HP PC Hardware Diagnostics Windows 85 Downloading the latest HP PC Hardware Diagnostics Windows version 86 Downloading HP Hardware Diagnostics Windows by product name or number select products only 86 Installing H...

Страница 8: ...ia select products only 90 Restoring and recovery 91 Restoring resetting and refreshing using Windows tools 91 Recovering using HP Recovery media 91 Changing the computer boot order 91 Using HP Sure Recover select products only 92 11 Power cord set requirements 93 General requirements 93 Japanese power cord requirements 93 Country specific requirements 94 12 Statement of memory volatility 95 Nonvo...

Страница 9: ...ng on the model For support assistance and to learn more about the hardware and software installed on your computer model run the HP Support Assistant utility NOTE This computer model can be used in a tower orientation or a desktop orientation Standard configuration features 1 ...

Страница 10: ...2 Power button 5 SD media card reader 3 Audio out headphone Audio in microphone combo jack NOTE The power light is normally white when the power is on If it is flashing red there is a problem with the computer and it is displaying a diagnostic code See POST error messages and diagnostic front panel LEDs and audible codes on page 73 to interpret the code 2 Chapter 1 Product features ...

Страница 11: ...in audio connector blue 7 Power cord connector 3 VGA monitor connector 8 Serial port select products only 4 HDMI port 9 Security lock slot 5 USB ports 4 NOTE When a graphics card is installed in one of the system board slots the video connectors on the rear panel are covered The system board graphics can be disabled by changing settings in Computer Setup Rear panel components 3 ...

Страница 12: ...1 Computer major components and their descriptions Item Description 1 Access panel 2 Fan sink includes replacement thermal material 3 Graphics card NVIDIA GeForce GT 730 graphics card 2 GB AMD Radeon R7 430 graphics card 2 GB Expansion card Parallel port PCIe 1 Second serial port 4 Chapter 2 Illustrated parts catalog ...

Страница 13: ...m 1 TB 7200 rpm 500 GB 7200 rpm 9 Drive cage 10 Optical drive 9 5 mm slim tray DVD ROM DVD RW 11 Solid state drive 2 5 inch 512 GB SATA 3 TLC 256 GB SATA 3 TLC 128 GB SATA 3 12 Solid state drive M 2 512 GB PCIe 256 GB PCIe TLC 256 GB PCIe 128 GB PCIe TLC 13 Front bezel x WLAN module Realtek RTL8821CE 802 11ac 1 1 Wi Fi Bluetooth 4 2 x Wireless antenna single x Memory modules UDIMM PC4 2666 1 2V 16...

Страница 14: ...cores 65 W Intel Core i5 8500 3 0 GHz 9 MB cache 6 cores 65 W Intel Core i5 8400 2 8 GHz 9 MB cache 6 cores 65 W Intel Core i3 8100 3 6 GHz 6 MB cache 4 cores 65 W Intel Pentium G5620 4 0 GHz 4 MB cache 2 cores 54 W Intel Pentium G5600 3 6 GHz 4 MB cache 2 cores 54 W Intel Pentium G5500 3 8 GHz 4 MB cache 2 cores 54 W Intel Pentium G5420 3 8 GHz 4 MB cache 2 cores 58 W Intel Pentium G5400 3 7 GHz ...

Страница 15: ...codes For use in country or region Spare part number For use in country or region Spare part number For use in country or region Spare part number Belgium 18x International L3x Russia 25x BHCSY B4x Israel BBx Saudi Arabia 17x Bulgaria 26x Italy 06x South Korea KDx Canada French 12x Japan 29x Spain 07x Czech Republic and Slovakia CGx Latin America 16x Sweden 10x Denmark 08x Netherlands DXx Switzerl...

Страница 16: ...rge contains enough power to alter device parameters or melt silicon junctions IMPORTANT To prevent damage to the device when you are removing or installing internal components observe these precautions Keep components in their electrostatic safe containers until you are ready to install them Before touching an electronic component discharge static electricity by using the guidelines described in ...

Страница 17: ...ers until they arrive at static free stations Place items on a grounded surface before removing them from their container Always be properly grounded when touching a sensitive component or assembly Avoid contact with pins leads or circuitry Place reusable electrostatic sensitive parts from assemblies in protective packaging or conductive foam Personal grounding methods and equipment Use the follow...

Страница 18: ...terials such as ordinary plastic assembly aids and polystyrene foam Use field service tools such as cutters screwdrivers and vacuums that are conductive Recommended materials and equipment HP recommends the following materials and equipment to prevent static electricity Antistatic tape Antistatic smocks aprons or sleeve protectors Conductive bins and other assembly or soldering aids Conductive foa...

Страница 19: ...sted above will still apply Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install or enable power management functions of the operating system or other software including Sleep states Routine care General cleaning safety precautions 1 Never use solvents or flammable solutions to clean the computer 2 Never immerse any par...

Страница 20: ...ke the space bar from the keyboard If these keys are improperly removed or installed the keyboard may not function properly You can clean under a key with a swab moistened with isopropyl alcohol and squeezed out Be careful not to wipe away lubricants necessary for proper key functions Use tweezers to remove any fibers or dirt in confined areas Allow the parts to air dry before reassembly Cleaning ...

Страница 21: ...e sure to place cables in their proper location during the reassembly process Improper cable placement can damage the computer Hard drives Handle hard drives as delicate precision components avoiding all physical shock and vibration This applies to failed drives as well as replacement spares If a drive must be mailed place the drive in a bubble pack mailer or other suitable protective packaging an...

Страница 22: ...es 3 3 V 5 V 12 V Jumpers for configuring drive N A Data transfer rate 6 0 Gbps SMART ATA 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 indication para...

Страница 23: ...being cut or crimped when the parts are moved When folding a flat ribbon cable never fold to a sharp crease Sharp creases may 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 SMART ATA drives 15 ...

Страница 24: ... on page 8 for initial safety procedures 1 Remove or disengage any security devices that prohibit opening the computer 2 Remove all removable media such as compact discs or USB flash drives from the computer 3 Turn off the computer properly through the operating system then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices IMPORTANT...

Страница 25: ... computer for disassembly Preparation for disassembly on page 16 2 Position the computer upside down 3 Slide the feet away from the chassis to remove them To install the rubber feet reverse the removal procedures Rubber feet 17 ...

Страница 26: ...paration for disassembly on page 16 2 Loosen the captive Phillips screw 1 slide the access panel toward the back of the computer and then lift it off 2 To install the access panel reverse the removal procedure 18 Chapter 4 Removal and replacement procedures ...

Страница 27: ...sassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 18 3 Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the computer chassis 4 Rotate the release latch downward to the open position 5 Before installing an expansion card remove the expansion slot cover or the existing expansion card NOTE ...

Страница 28: ... the card 1 and carefully rock the card back and forth until the connectors pull free from the socket Pull the expansion card straight up from the socket 2 6 Store the removed card in anti static packaging 7 If you are not installing a new expansion card install an expansion slot cover to close the open slot IMPORTANT After removing an expansion card you must replace it with a new card or expansio...

Страница 29: ...Press the card straight down into the expansion socket on the system board NOTE When installing an expansion card press firmly on the card so that the whole connector seats properly in the expansion card socket 9 Rotate the slot cover retention latch back in place to secure the expansion card 10 Connect external cables to the installed card if needed Connect internal cables to the system board if ...

Страница 30: ...fully do not drop it Do not use excessive force when inserting a drive Avoid exposing a hard drive to liquids temperature extremes or products that have magnetic fields such as monitors or speakers If a drive must be mailed place the drive in a bubble pack mailer or other protective packaging and label the package Fragile Handle With Care Optical drive The optical drive is located in the drive cag...

Страница 31: ... Press the green lever to disengage the drive from the drive bay 3 and then slide the optical drive out of the front of the computer 4 To install the optical drive reverse the removal procedure Drives 23 ...

Страница 32: ... the data to the new hard drive 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 18 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 26 5 Disconnect the power cable 1 and drive cable 2 from the rear of the hard drive 6 Press the release lever on the side of the drive cage 1 7...

Страница 33: ...ove a hard drive from the drive cage remove the four screws that secure the drive to the drive cage 1 and then slide the drive out of the cage 2 To install a hard drive reverse the removal procedures Drives 25 ...

Страница 34: ...panel on page 18 3 Remove the optical drive Optical drive on page 22 4 Pull the four tabs upward 1 and then rotate the bezel off the computer 2 IMPORTANT A cable connects the power button in the bezel to the system board To install the front bezel reverse the removal procedure 26 Chapter 4 Removal and replacement procedures ...

Страница 35: ...page 16 2 Remove the access panel Access panel on page 18 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 26 5 Remove the drive cage Hard drive on page 24 6 Disconnect the antenna cable from the module 1 7 Remove the Phillips M2 0 3 0 screw 2 and then pull the module out of the socket 3 To install the WLAN module reverse the removal procedures WLAN ...

Страница 36: ...for disassembly on page 16 2 Remove the access panel Access panel on page 18 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 26 5 Remove the drive cage Hard drive on page 24 6 Remove the Phillips M2 0 3 0 screw 1 and then pull the module out of the socket 2 To install the solid state drive module reverse the removal procedures 28 Chapter 4 Removal a...

Страница 37: ...nd 16 DDR devices DIMMs constructed with 4 SDRAM are not supported NOTE The system will not operate properly if you install unsupported DIMMs Populating DIMM sockets There are two DIMM sockets on the system board with one socket per channel The sockets are labeled DIMM1 and DIMM2 Socket DIMM1 operates in memory channel A Socket DIMM2 operates in memory channel B The system will automatically opera...

Страница 38: ... 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 for disassembly Prepara...

Страница 39: ...eginning these procedures make sure 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 cartrid...

Страница 40: ...paration for disassembly on page 16 2 Remove the access panel Access panel on page 18 3 Remove the power supply cable from the clips on the duct 4 Pull the tabs away from each other 1 and then lift the duct off the fan sink 2 To install the fan duct reverse the removal procedures 32 Chapter 4 Removal and replacement procedures ...

Страница 41: ... 32 4 Disconnect the fan cable from the system board 1 and then loosen the four captive Torx screws 2 that secure the fan sink to the system board tray IMPORTANT Remove fan sink retaining screws in diagonally opposite pairs as in an X to even the downward forces on the processor This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the...

Страница 42: ...etainer to its fully open position 3 7 Carefully lift the processor from the socket 4 IMPORTANT Do not handle the pins in the processor socket These pins are fragile and handling them could cause irreparable damage If pins are damaged you might have to replace the system board To install a processor reverse the removal procedure NOTE After installing a new processor onto the system board always up...

Страница 43: ...under the drive cage 1 Prepare the computer for disassembly Preparation for disassembly on page 16 2 Remove the access panel Access panel on page 18 3 Remove the optical drive Optical drive on page 22 4 Remove the front bezel Front bezel on page 26 5 Remove the drive cage Hard drive on page 24 6 From the inside of the computer disconnect the power cables from the following system board connectors ...

Страница 44: ...e of the computer press the power supply release button 2 and then lift the power supply out of the computer 3 To install the power supply reverse the removal procedure 36 Chapter 4 Removal and replacement procedures ...

Страница 45: ...mponents are removed from the defective system board and installed on the replacement system board Memory modules Memory on page 29 WLAN module WLAN module on page 27 M 2 solid state drive Solid state drive module on page 28 Expansion cards Expansion card on page 19 Processor Processor on page 34 9 Disconnect the remaining cables from the system board and note their locations for reconnection 10 R...

Страница 46: ...e power 11 SYS_FAN System fan 2 SATA2 Optical drive 12 PWRCPU Power supply 3 SATA0 Hard drive 13 PROCESSOR Processor socket 4 PWR Power supply 14 CPU_FAN Fan sink 5 PWRCMD Power supply 15 DIMM2 Memory module 6 SATA1 Hard drive 16 DIMM1 Memory module 7 CLR_CMOS PSWD CMOS password reset 17 SATA_POWER Drive power 8 PCIE_X16 Expansion card 18 M2_WIFI WLAN module 9 PCIE_X1 Expansion card 19 M2_2280 Sol...

Страница 47: ...ront bezel Front bezel on page 26 5 Remove the drive cage Hard drive on page 24 6 Disconnect the antenna cable from the WLAN module WLAN module on page 27 7 Remove the Torx screw 1 that secures the antenna to the front of the chassis and then remove the antenna from the chassis 2 8 Remove the cable from the clips and then pull the cable out through the hole on the right side of the front of the ch...

Страница 48: ...e Boot power management virtualization support and language and keyboard type used in Setup and POST Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers Enable or disable DriveLock security or securely erase a hard drive when supported by drive Using Computer Setup F10 Utilities Computer Setup can be accessed only by turni...

Страница 49: ...Advanced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been saved then factory defaults are used NOTE Settings in the Security menu are not modified by Apply Defaults Those values are reset by Restore Security Settings to Factory Defaults at the bottom of the Security menu NOTE Not all settings shown in the followi...

Страница 50: ...Graphic Output Protocol Serial number UUID System board CT number Factory installed OS System log Select to view logs Build ID Feature byte Computer Setup Security NOTE Support for specific Computer Setup options can vary depending on the hardware configuration Table 5 2 Computer Setup Security Option Description Administrator Password Lets you set and enable a BIOS administrator password which pr...

Страница 51: ... to factory defaults Computer Setup Configuration NOTE Support for specific Computer Setup options can vary depending on the hardware configuration Table 5 3 Computer Setup Configuration for advanced users Option Heading Language Lets you select the language of the menus in F10 Setup and the keyboard layout Virtualization Technology Lets you enable virtualization technology support Default is eEna...

Страница 52: ...urces such as a internal hard drive USB hard drive USB optical drive internal optical drive or network adapter are checked for a bootable operating system image Default is OS Boot Manager Use the Up and Down arrow keys to select a device Press F5 or F6 to move the device up or down in the list If the device is marked with the device is disabled IMPORTANT UEFI boot sources always have precedence ov...

Страница 53: ...puter to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem See POST error messages and diagnostic front panel LEDs and audible codes on page 73 for more information If the screen is blank plug the monitor into a different video port on the computer if one is available Or replace the monitor with a monitor that you know is functioning properly If ...

Страница 54: ...on and the green monitor light is on Check the Power LED on the front of the computer to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem See POST error messages and diagnostic front panel LEDs and audible codes on page 73 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any ke...

Страница 55: ...e voltage is always applied to the system board To reduce the risk of personal injury from electrical shock and or hot surfaces be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching Cannot access the Computer Setup F10 Utility when booting the computer Cause Solution The Computer Setup F10 Utility is set to fast boot causing the ...

Страница 56: ...owered on and that the speakers volume control is set correctly 3 Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume Cannot remove computer cover or access panel Cause Solution Smart Cover Lock featured on some computers is locked Unlock the Smart Cover Lock using Computer Setup In case of forgotten password power loss ...

Страница 57: ...he 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 four times and then white two times Cause Solution Processor thermal protectio...

Страница 58: ...system board is off then replace the power supply 6 Replace the system board Solving power problems Common causes and solutions for power problems are listed in the following table Power supply shuts down intermittently Cause Solution If equipped with a voltage selector voltage selector switch on rear of computer chassis some models not switched to correct line voltage 115 V or 230 V Select the pr...

Страница 59: ...epeat 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 system board Solving hard drive problems Hard drive error occurs Cause Solution Hard disk has bad sectors or has failed 1 In Windows 10 type file in the taskbar search box and then sele...

Страница 60: ...edia and restart the computer 2 Boot to the windows installation media and select the recovery option If only a restore kit is available then select the File Backup Program option and then restore the system 3 Install system files for the appropriate operating system Bootable hard drive is not attached as first in a multiple hard drive configuration If attempting to boot from a hard drive ensure i...

Страница 61: ... card If using an SD card make sure that the lock tab located on the right of the SD card is not in the locked position If using a Memory Stick PRO card make sure that the lock tab located on the bottom of the Memory Stick PRO card is not in the locked position Can not write to the media card Cause Solution The media card is a read only memory ROM card Check the manufacturer s documentation includ...

Страница 62: ...rd Cause Solution The inserted media card has boot capability 1 If you do not want to boot from the media card remove it during boot or do not select the option to boot from the inserted media card during the boot process 2 During POST Power On Self Test press F9 to modify the boot menu 3 Change the boot sequence in F10 Computer Setup Solving display problems If you encounter display problems see ...

Страница 63: ...onalization select Adjust screen resolution 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 2 Expand the Resolution box and then use the sliding control to reset the resolution Monitor is configured to use an input that is not active Use the monitor s on screen menu controls to select the input that is b...

Страница 64: ...The brightness and contrast controls are not set properly Adjust the monitor brightness and contrast controls Cables are not properly connected Check that the graphics cable is securely connected to the graphics card if applicable or video connector and the monitor Blurry video or requested resolution cannot be set Cause Solution If the graphics controller was upgraded the correct graphics drivers...

Страница 65: ...en the monitor and computer IMPORTANT Ensure that the computer power is off while connecting the video cable Out of Range displays on screen Cause Solution Video resolution and refresh rate are set higher than what the monitor supports Restart the computer and enter Safe Mode Change the settings to a supported setting then restart the computer so that the new settings take effect To enter Safe Mod...

Страница 66: ...you are using does not support 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 10 type ch in the taskbar search box and then select Character Map from the list of applications Solving audio problems If the computer has audio features and you encounter audio problems see the common cau...

Страница 67: ...han 4 s Otherwise the computer will shut down and you will lose any unsaved data Internal speaker is disabled in Computer Setup Enable the internal speaker in Computer Setup Select Advanced Built in Device Options 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 list...

Страница 68: ...what is expected Set the operating system to use the correct audio device Solving printer problems If you encounter printer problems see the documentation that came with the printer and to the common causes and solutions listed in the following table Printer will not print Cause Solution Printer is not turned on and online Turn the printer on and make sure it is online The correct printer drivers ...

Страница 69: ...s equipped with USB 3 0 ports connected USB 3 0 devices can interfere with the wireless keyboard USB receiver Connect the wireless keyboard USB receiver to a USB 2 0 port that is separated from ports with USB 3 0 devices If you still experience interference you may have to place the connectors farther apart using an external USB hub Keyboard commands and typing are not recognized by the computer C...

Страница 70: ...l shut down and you will lose any unsaved data Mouse will only move vertically horizontally or movement is jerky Cause Solution Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty Remove roller ball cover from the bottom of the mouse and clean the internal components with a mouse cleaning kit available from most computer stores Solving hardware installation p...

Страница 71: ...ndows 10 type device manager in the taskbar search box and then select Device Manager from the list of applications USB ports on the computer are disabled in Computer Setup Run the Computer Setup utility and ensure that Device available is selected for appropriate USB ports under Advanced Port Options Computer will not start Cause Solution Wrong memory modules were used in the upgrade or memory mo...

Страница 72: ...ght never flashes NOTE The network status light is supposed to flash when there is network activity Cause Solution No active network is detected Check cabling and network equipment for proper connection Network controller is not set up properly Check for the device status within Windows such as Device Manager for driver load and the Network Connections applet within Windows for link status To acce...

Страница 73: ...twork 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 Cause Solution The...

Страница 74: ...er will not boot the operating system NOTE The memory count will be affected by configurations with the Management Engine ME enabled The ME uses 8 MB of system memory in single channel mode or 16 MB of memory in dual channel mode to download decompress and execute the ME firmware for Out of Band OOB third party data storage and other management functions System will not boot or does not function p...

Страница 75: ...one at a time to isolate the faulty module 3 Replace third party memory with HP memory 4 Replace the system board Solving CD ROM and DVD problems If you encounter CD ROM or DVD problems see the common causes and solutions listed in the following table or to the documentation that came with the optional device System will not boot from CD ROM or DVD drive Cause Solution The device is attached to a ...

Страница 76: ... properly configured See the documentation that came with the optional device Movie will not play in the DVD drive Cause Solution Movie may be regionalized for a different country See the documentation that came with the DVD drive Decoder software is not installed Install decoder software Damaged media Replace media Movie rating locked out by parental lock Use DVD software to remove parental lock ...

Страница 77: ...river Recording or copying CDs is difficult or impossible Cause Solution Wrong or poor quality media type 1 Try using a slower speed when recording 2 Verify that you are using the correct media for the drive 3 Try a different brand of media Quality varies widely between manufacturers Solving USB flash drive problems If you encounter USB flash drive problems common causes and solutions are listed i...

Страница 78: ...e A USB device headphone or microphone is not recognized by the computer Cause Solution Device is not properly connected 1 Turn off the computer 2 Reconnect the device to the front of the computer and restart the computer The device does not have power If the USB device requires AC power be sure one end is connected to the device and one end is connected to a live outlet The correct device driver ...

Страница 79: ...Contact your ISP for the correct IP address Cookies are corrupted A cookie is a small piece of information that a Web server can store temporarily with the Web browser This is useful for having the browser remember some specific information that the Web server can later retrieve Windows 10 1 Type control panel in the taskbar search box and then select Control Panel from the list of applications 2 ...

Страница 80: ...es See the Worldwide Limited Warranty for terms and conditions 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...

Страница 81: ...sis 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 Computer Setup F10 Utility on page 40 POST numeric codes and text messages This section covers those POST errors that have numeric codes associated with them The section also includes some text messages that may be encountered during POST NO...

Страница 82: ...he Management Engine ME BIOS Extensions option ROM 1 Reboot the computer 2 Unplug the power cord re seat the memory modules and reboot the computer 3 If the memory configuration was recently changed unplug the power cord restore the original memory configuration and reboot the computer 4 If the error persists replace the system board 00C PMM Deallocation Error during MEBx Cleanup Memory error duri...

Страница 83: ...memory modules replace the system board 2E3 Incompatible Memory Module in Memory Socket s X X A memory module in memory socket identified in the error message is missing critical SPD information or is incompatible with the chipset 1 Verify proper memory module type 2 Try another memory socket 3 Replace with a supported module 2E4 DIMM Configuration Warning The current memory configuration is not o...

Страница 84: ...OS on page 81 3 Replace the hard disk drive 3F2 Hard Disk 2 Error Hard disk 2 error 1 Check and or replace cables 2 Clear CMOS See Password security and resetting CMOS on page 81 3 Replace the hard disk drive 400 Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to the same resources 1 Remove any serial port expansion cards 2 Clear CMOS See Password secur...

Страница 85: ... The system has detected a wireless module installed in the system that is not supported and has been disabled Replace with a supported module 800 Keyboard Error Keyboard failure 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Replace keyboard 801 Keyboard or System Unit Error Keyboard failure 1 Reconnect the k...

Страница 86: ...ter is dirty Replace the airflow filter Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup the BIOS validates the functionality of the following subsystems and conditions AC adapter System board power Processor failure BIOS corruption Memory failure Graphics failure System board failure BIOS authentication f...

Страница 87: ...le codes Category Major minor code Description BIOS 2 2 The main area DXE of BIOS has become corrupted and there is no recovery binary image available 2 3 The embedded controller policy requires the user to enter a key sequence 2 4 The embedded controller is checking or recovering the boot block Hardware 3 2 The embedded controller has timed out waiting for BIOS to return from memory initializatio...

Страница 88: ...embedded controller rebooted the system after a possible lockup condition had been detected through the use of a System Health Timer Automated System Recovery Timer or other mechanism Indicates hardware triggered event all other events are controlled by the BIOS 80 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes ...

Страница 89: ...re resetting them in case they are needed later Back up can be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Computer Setup F10 Utility on page 40 for information on backing up the BIOS settings Resetting CMOS resets BIOS settings to default but does not clear the passwords or affect any of the other Security settings On Intel systems with advanced m...

Страница 90: ... be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Computer Setup F10 Utility on page 40 for information on backing up the BIOS settings Resetting CMOS resets BIOS settings to default but does not clear the passwords or affect any of the other Security settings On Intel systems with advanced manageability features resetting CMOS will also partially un...

Страница 91: ... NOTE The password jumper is blue so that it can be easily identified For assistance locating the password jumper and other system board components see the system board components image at System board callouts on page 38 5 Remove the jumper from pins 1 and 2 6 Place the jumper on either pin 1 or 2 but not both so that it does not get lost 7 Replace the access panel and reconnect the external equi...

Страница 92: ...To delete the power on or setup password complete the following steps 1 Turn on or restart the computer To delete the Setup password go to step 2 To delete the Power on password go to step 3 2 To delete the Setup password as soon as the computer turns on Press the Esc key while Press the ESC key for Startup Menu message is displayed Press the F10 key to enter Computer Setup 3 When the key icon app...

Страница 93: ...C Hardware Diagnostics Windows from HP Support Assistant a Type support in the taskbar search box and then select the HP Support Assistant app or Select the question mark icon in the taskbar b Select Troubleshooting and fixes c Select Diagnostics and then select HP PC Hardware Diagnostics Windows 2 When the tool opens select the type of diagnostic test that you want to run and then follow the on s...

Страница 94: ...lowing steps to download the HP PC Hardware Diagnostics Windows from the Microsoft Store 1 Select the Microsoft app on your desktop or enter Microsoft Store in the taskbar search box 2 Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box 3 Follow the on screen directions The tool downloads to the selected location Installing HP PC Hardware Diagnostics Windows To install HP PC...

Страница 95: ...ected USB flash drive NOTE To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 87 b Hard drive c BIOS 3 When the diagnostic tool opens select a language select the type of diagnostic test you want to run and then follow the on screen instructions Downloading HP PC Hardware Diagnostics UEFI to a USB fla...

Страница 96: ...Diagnostics UEFI NOTE HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version follow these steps 1 Go to http www hp com go techcenter pcdiags The HP PC Diagnostics home page is displayed 2 Select Download Remote...

Страница 97: ...emote diagnostics Set a location for storing the test results You can also set the user name and password that you use for uploads Display status information about the diagnostics run previously To customize Remote HP PC Hardware Diagnostics UEFI settings follow these steps 1 Turn on or restart the computer and when the HP logo appears press f10 to enter Computer Setup 2 Select Advanced and then s...

Страница 98: ...blet with a detachable keyboard connect the tablet to the keyboard base before beginning any recovery process Backing up information and creating recovery media Using Windows tools IMPORTANT Windows is the only option that allows you to back up your personal information Schedule regular backups to avoid information loss You can use Windows tools to back up personal information and create system re...

Страница 99: ...n screen instructions To recover your system Insert the HP Recovery media and then restart the computer Changing the computer boot order If your computer does not restart using the HP Recovery media you can change the computer boot order This is the order of devices listed in BIOS where the computer looks for startup information You can change the selection to an optical drive or a USB flash drive...

Страница 100: ...led recovery software Using HP Sure Recover an administrator or user can restore the system and install Latest version of the operating system Platform specific device drivers Software applications in the case of a custom image To access the latest documentation for HP Sure Recover go to http www hp com support Select Find your product and then follow the on screen instructions 92 Chapter 10 Backi...

Страница 101: ...redited agency 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 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...

Страница 102: ...75mm2 conductor size Power cord set fittings appliance coupler 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 a...

Страница 103: ... keyboard base before beginning steps in this chapter Current BIOS steps 1 Follow steps a through l below to restore the nonvolatile memory that can contain personal data Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is dis...

Страница 104: ...d or fingerprint reader one or two prompts will appear one to clear the TPM and the other to Reset Fingerprint Sensor press or tap F1 to accept or F2 to reject l Remove all power and system batteries for at least 24 hours 2 Complete one of the following Remove and retain the storage drive or Clear the drive contents by using a third party utility designed to erase data from an SSD or Clear the con...

Страница 105: ...memory is not write protected Controller NIC EEPROM 64 KB not customer accessible No Yes Stores NIC configuration and NIC firmware NIC EEPROM is programmed using a utility from the NIC vendor that can be run from DOS A utility must be used to write data to this memory and is available from the NIC vendor Writing data to this ROM in an inappropriate manner will render the NIC non functional DIMM Se...

Страница 106: ...pdates digitally signed by Intel can be applied using this utility Bluetooth flash select products only 2 Mb No Yes Stores Bluetooth configuration and firmware Bluetooth flash is programmed at the factory Tools for writing data to this memory are not publicly available but can be obtained from the silicon vendor A utility must be used for writing data to this memory and is made available through n...

Страница 107: ...ic system diagnostics The UEFI BIOS provides functionality beyond that of the legacy BIOS In addition the UEFI BIOS works to initialize the computer s hardware before loading and executing the OS the run time environment allows the loading and execution of software programs from storage devices to provide more functionality such as advanced hardware diagnostics with the ability to display more det...

Страница 108: ...oot Keys but make the selection to clear or delete all Secure Boot Keys a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is displayed at the bottom of the screen b Select the Advanced menu select Secure Boot Configuration select Restore Secure Boot Keys and then follow the on screen instructions Using HP Sure Start select models only Select ...

Страница 109: ...Humidity noncondensing Operating 10 to 90 10 to 90 Nonoperating 38 7 C max wet bulb 5 to 95 5 to 95 Maximum Altitude unpressurized Operating 10 000 ft 3048 m Nonoperating 30 000 ft 9144 m Power Supply Output 180 W Efficiency Up to 85 Operating Voltage Range 90 V ac to 264 V ac Rated Voltage Range1 100 V ac to 240 V ac Rated Line Frequency 50 Hz to 60 Hz Operating Line Frequency 47 Hz to 63 Hz 1 Th...

Страница 110: ...roblem 47 fan removal and replacement 32 39 fan duct illustrated 5 fan sink illustrated 4 removal and replacement 33 flash drive problems 69 flashing LEDs 78 front bezel illustrated 5 removal and replacement 26 front panel components 2 front panel problems 70 G general problems 47 graphics card illustrated 4 grounding methods 9 H hard drive proper handling 13 removal 24 SATA characteristics 14 har...

Страница 111: ...d replacement access panel 18 fan 32 39 fan sink 33 front bezel 26 power supply 16 processor 34 RTC battery 31 rubber feet 17 solid state drive module 28 system board 37 WLAN module 27 removing battery 31 expansion card 19 hard drive 24 optical drive 22 removing personal data from volatile system memory 95 resetting CMOS 81 password jumper 81 restoring 90 RTC battery removal and replacement 31 rub...

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