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6

Troubleshooting without diagnostics

This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, see the tables in this chapter for probable causes and recommended solutions.

NOTE:

For information on specific error messages that may appear on the screen during Power-On Self-Test

(POST) at startup, see

POST error messages on page 100

Safety and comfort

WARNING!

Misuse of the computer or failure to establish a safe and comfortable work environment may

result in discomfort or serious injury. See the Safety & Comfort Guide at

http://www.hp.com/ergo

for more

information on choosing a workspace and creating a safe and comfortable work environment. For more
information, see the Safety & Regulatory Information guide.

Before you call for technical support

If you are having problems with the computer, try the appropriate solutions 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. See

Computer Setup (F10) Utility on page 59

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. See

POST error messages on page 100

for more

information.

●

If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.

●

If you are working on a network, plug another computer with a different cable into the network
connection. There might be a problem with the network plug or cable.

●

If you recently added new hardware, remove the hardware and see if the computer functions properly.

●

If you recently installed new software, uninstall the software and see if the computer functions properly.

●

Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting
the operating system, use “Last Known Configuration.”

●

See the comprehensive online technical support at

http://www.hp.com/support

●

Helpful hints on page 73

in this guide.

To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-
solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature.

Access the Business Support Center (BSC) at

http://www.hp.com/go/bizsupport

for the latest online support

information, software and drivers, proactive notification, and worldwide community of peers and HP experts.

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Chapter 6 Troubleshooting without diagnostics

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Содержание EliteDesk 705 G5

Страница 1: ...Maintenance and Service Guide HP EliteDesk 705 G5 Small Form Factor Business PC ...

Страница 2: ...ot all features are available in all editions or versions of Windows Systems may require upgraded and or separately purchased hardware drivers software or BIOS update to take full advantage of Windows functionality Windows 10 is automatically updated which is always enabled ISP fees may apply and additional requirements may apply over time for updates Go to http www microsoft com for details To ac...

Страница 3: ...a hard flat surface Do not allow another hard surface such as an adjoining optional printer or a soft surface such as pillows or rugs or clothing to block airflow Also do not allow the AC adapter to contact the skin or a soft surface such as pillows or rugs or clothing during operation The computer and the AC adapter comply with the user accessible surface temperature limits defined by applicable ...

Страница 4: ...iv Safety warning notice ...

Страница 5: ... 12 Generating static electricity 12 Preventing electrostatic damage to equipment 13 Personal grounding methods and equipment 13 Grounding the work area 14 Recommended materials and equipment 14 Operating guidelines 15 Routine care 15 General cleaning safety precautions 15 Cleaning the computer case 15 Cleaning the keyboard 16 Cleaning the monitor 16 Cleaning the mouse 16 Service considerations 16...

Страница 6: ...Removing a 9 5 mm slim optical drive 36 Installing a 9 5 mm slim optical drive 38 Removing a 3 5 inch hard drive 39 Installing a 3 5 inch hard drive 40 Removing and installing an M 2 solid state drive 43 Fan duct 45 Heat sink and fan 46 Processor 47 WLAN module 48 Power supply 49 Option card 51 Hood sensor 52 Card reader 53 Speaker 54 Antennas 55 System board 57 5 Computer Setup F10 Utility 59 Com...

Страница 7: ...component problems 98 Solving Internet access problems 98 Solving software problems 99 7 POST error messages 100 POST numeric codes and text messages 100 Interpreting POST diagnostic front panel lights and audible codes 104 8 Password security and resetting CMOS 106 Resetting the password jumper 106 Changing a Setup or Power On password 107 Deleting a Setup or Power On password 108 Clearing and re...

Страница 8: ...mber 113 Customizing Remote HP PC Hardware Diagnostics UEFI settings 113 10 Backing up restoring and recovering 115 Backing up information and creating recovery media 115 Using Windows tools 115 Using the HP Cloud Recovery Download Tool to create recovery media select products only 115 Restoring and recovery 116 Restoring resetting and refreshing using Windows tools 116 Recovering using HP Recover...

Страница 9: ...sistance and to learn more about the hardware and software installed on your computer model run the HP Support Assistant utility NOTE You can use this computer model in a tower orientation or a desktop orientation See Changing from desktop to tower orientation on page 5 Standard configuration features 1 ...

Страница 10: ...port 6 Hard drive activity light 3 USB SuperSpeed ports 3 7 Power button 4 USB port with HP Sleep and Charge 8 Slim optical drive optional NOTE The combo jack supports headphones line output devices microphones line input devices or CTIA style headsets NOTE The light on the power button is normally white when the power is on If the light flashes red the computer displays a diagnostic code to indic...

Страница 11: ...ctor 5 DisplayPort monitor connectors 2 NOTE Your model might have additional optional ports available from HP When a graphics card is installed in one of the system board slots you can use the video connectors on the graphics card or the integrated graphics on the system board The specific graphics card installed and software configuration determine the behavior You can disable the system board g...

Страница 12: ...n Each computer has a unique serial number and a product ID number that are located on the exterior of the computer Keep these numbers available when contacting customer service for assistance 4 Chapter 1 Computer features ...

Страница 13: ...he computer 3 Turn off the computer properly through the operating system and turn off any external devices 4 Disconnect the power cord from the AC outlet and disconnect any external devices 5 Orient the computer so that its right side faces up and place the computer in the optional stand 6 Reconnect the power cord and any external devices and then turn on the computer NOTE Be sure that at least 1...

Страница 14: ...our computer go to http partsurfer hp com select your country or region and then follow the on screen instructions Computer major components Table 2 1 Identifying computer major components Item Description 1 Antenna cover 2 Hood sensor 3 Graphics card AMD Radeon R7 430 2 GB AMD Radeon RX550X 4 GB 4 Speaker 6 Chapter 2 Illustrated parts catalog ...

Страница 15: ...512 GB self encrypting SED Opal 2 512 GB FIPS 140 2 256 GB 256 GB self encrypting SED Opal 2 256 GB FIPS 140 2 12 Drive cage NOTE The drive cage is not offered as a spare part 13 Optical drive latch 14 Optical drives 9 5 mm BD Blu ray writer drive DVD RW drive DVD ROM drive Optical drive bezel 15 Hard drives 3 5 inch 2 TB 7200 rpm 2 TB 5400 rpm 1 TB 7200 rpm 7 mm 1 TB 7200 rpm 500 GB 7200 rpm hard...

Страница 16: ...TLC 256 GB PCIe TLC 256 GB PCIe 256 GB self encrypting SED TLC 256 GB SATA 3 TLC self encrypting SED Opal 2 256 GB SATA 3 FIPS TLC 256 GB SATA 3 TLC 128 GB PCIe TLC 16 Dust filter 17 Bezel blank for optical drive slot 18 Front bezel 19 Computer chassis NOTE The chassis is not offered as a spare part Option card HDMI option card DisplayPort option card VGA option card USB Type C option card Memory ...

Страница 17: ...ombo Serial PS 2 port select models only Parallel port PCIe card Intel Ethernet I210 T1 PCIe x1 Gb Network Interface Card Card reader assembly Stand Power cord not illustrated Cables and adapters Table 2 2 Identifying cables and adapters Description SATA drive power cable SATA drive power cable RF SATA data cable 19 cm 7 5 inch 2 straight ends SATA data cable 19 cm 7 5 inch 2 straight ends RF DVI ...

Страница 18: ...are wired USB antimicrobial USB PS2 washable USB hardened USB optical USB laser HP USB premium USB PS2 washable USB fingerprint Keyboards Washable USB PS 2 USB PS 2 slim USB slim Wireless with mouse USB slim smart card Antimicrobial slim USB slim gray USB collaboration Wireless collaboration USB wired healthcare Premium wireless USB premium Keyboard country codes 10 Chapter 2 Illustrated parts cat...

Страница 19: ... 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 Switzerland 11x France 05x Northwest Africa DEx Taiwan ABx Germany 04x Norway 09x Thailand 28x Greece 15x People s Republic of China AAx Turkey 14x Hungary 21x Portugal 13x United Kingdom 03x India D6x Romania 27x Un...

Страница 20: ...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 21: ...rs 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 followi...

Страница 22: ...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 23: ...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 24: ...ike 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 25: ...nnot be caught or snagged by parts being removed or replaced IMPORTANT When servicing this computer be sure to place cables in their proper location during the reassembly process Improper cable placement can 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 d...

Страница 26: ... in power cable 15 Maximum data cable length 100 cm 39 37 in Data interface voltage differential 400 mV to 700 mV Drive voltages 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 admini...

Страница 27: ... sliding or moveable parts to prevent them from being cut or crimped when the parts are moved When folding a flat ribbon cable never fold to a sharp crease Sharp creases 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 19 ...

Страница 28: ... preparation on page 12 for initial safety procedures 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer IMPORTANT Turn off the computer before disconnecting any cables Regardless of the power state volt...

Страница 29: ... bezel dust filter is available from HP Before removing the dust filter follow these steps Prepare the computer for disassembly Preparation for disassembly on page 20 Remove the dust filter 1 Use your fingers to separate the filter from the front bezel at the tab locations shown in the following illustration 2 Use a soft brush or cloth to clean dust from the filter If heavily soiled rinse the filt...

Страница 30: ...3 To replace the dust filter press the filter firmly onto the front bezel at the tab locations shown in the following illustration 22 Chapter 4 Removal and replacement procedures ...

Страница 31: ...assembly Preparation for disassembly on page 20 Remove the access panel 1 Slide the access panel release lever to the right 1 so that it locks into place 2 Slide the access panel back 2 and then lift it off the computer 3 To install the access panel reverse the removal procedure Access panel 23 ...

Страница 32: ...eparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 Remove the front bezel Lift up the four tabs on the top of the bezel 1 and then rotate the bezel off the chassis 2 To install the front bezel reverse the removal procedure 24 Chapter 4 Removal and replacement procedures ...

Страница 33: ...bly on page 20 2 Remove the access panel Access panel on page 23 3 Remove the front bezel Front bezel on page 24 Remove the bezel blank Press inward on the tab on the left side of the blank 1 and then rotate the blank off the front bezel 2 NOTE After removing the slim optical drive bezel blank and installing a slim optical drive you can install an optional bezel trim piece available from HP that s...

Страница 34: ...l Access panel on page 23 3 Remove the front bezel Front bezel on page 24 Remove the drive cage 1 Disconnect the power and data cables from the rear of the drives in the drive cage 2 Press the release lever on the side of the drive cage 1 and then lift that side of the drive cage up 2 3 Remove the drive cage from the chassis 3 To install the drive cage reverse the removal procedure 26 Chapter 4 Re...

Страница 35: ...mory module 17 SATA0 Hard drive 5 DIMM2 Memory module 18 SATA2 Any SATA Device other than primary hard drive 6 DIMM3 Memory module 19 SATA1 Any SATA device other than primary hard drive 7 DIMM4 Memory module 20 PSWD Clear system passwords 8 HSENSE Hood sensor 21 BIOS BATTERY RTC battery 9 SPKR Speaker 22 CMOS Reset CMOS 10 SSD2 M 2 solid state drive 23 X16PCIEXP Expansion card 11 SSD1 M 2 solid st...

Страница 36: ... single channel mode dual channel mode or flex mode depending on how the DIMMs are installed NOTE Single channel and unbalanced dual channel memory configurations will result in inferior graphics performance The system will operate in single channel mode if the DIMM sockets are populated in one channel only The system will operate in a higher performing dual channel mode if the total memory capaci...

Страница 37: ...d The memory module sockets have gold plated metal contacts When upgrading the memory use memory modules with gold plated metal contacts to prevent corrosion oxidation or both resulting from having incompatible metals in contact with each other Static electricity can damage the electronic components of the computer or optional cards Before beginning these procedures make sure that you are discharg...

Страница 38: ...imum performance populate the sockets so that the memory capacity is spread as equally as possible between Channel A and Channel B 3 Push the module down into the socket ensuring that the module is fully inserted and properly seated Make sure the latches are in the closed position 3 4 Repeat step 3 to install any additional modules 5 Reassemble the computer The computer should automatically recogn...

Страница 39: ...assembly on page 20 2 Remove the access panel Access panel on page 23 Remove replace or add expansion cards 1 Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the computer chassis 2 Rotate the slot cover retention latch that secures the slot covers to the open position 3 Before installing an expansion card remove the expansion slot ...

Страница 40: ...d carefully rock it back and forth until the connectors pull free from the socket Lift the card straight up 1 and then away from the inside of the chassis 2 to remove it Be sure not to scrape the card against other components 32 Chapter 4 Removal and replacement procedures ...

Страница 41: ...hen away from the inside of the chassis 3 to remove it Be sure not to scrape the card against other components 4 Store the removed card in anti static packaging 5 If you are not installing a new expansion card install an expansion slot cover to close the open slot IMPORTANT After removing an expansion card you must replace it with a new card or expansion slot cover for proper cooling of internal c...

Страница 42: ...aight down into the expansion socket on the system board 2 NOTE When installing an expansion card press firmly on the card so that the whole connector seats properly in the expansion card socket 7 Rotate the slot cover retention latch back in place to secure the expansion card 8 Connect external cables to the installed card if needed Connect internal cables to the system board if needed 9 Reassemb...

Страница 43: ...rk and damage to the computer or drive If you are inserting or removing a drive shut down the operating system properly turn off the computer and unplug the power cord Do not remove a drive while the computer is on or in standby mode Before handling a drive be sure that you are discharged of static electricity While handling a drive avoid touching the connector For more information about preventin...

Страница 44: ...Prepare the computer for disassembly Preparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 Remove the optical drive 1 Disconnect the power cable 1 and data cable 2 from the rear of the optical drive IMPORTANT When removing the cables pull the tab or connector instead of the cable itself to avoid damaging the cable 36 Chapter 4 Removal and replacement procedures ...

Страница 45: ...2 Push the green release latch on the right rear side of the drive toward the center of the drive 1 and then slide the drive forward and out of the bay 2 Drives 37 ...

Страница 46: ...on page 23 Install the optical drive 1 If you are installing a slim optical drive in a bay covered by a bezel blank remove the front bezel Front bezel on page 24 and then remove the bezel blank Slim optical drive bezel blank on page 25 2 Align the small pin on the release latch with the small hole on the side of the drive and press the latch firmly onto the drive 38 Chapter 4 Removal and replaceme...

Страница 47: ...he system board labeled SATA1 or SATA2 NOTE See System board connectors on page 27 for an illustration of the system board drive connectors 6 Reassemble the computer Removing a 3 5 inch hard drive Before removing the hard drive follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 Remove the hard drive 1 D...

Страница 48: ...ve back and lift it out of the bay 2 Installing a 3 5 inch hard drive Before installing the hard drive follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 Install the hard drive 40 Chapter 4 Removal and replacement procedures ...

Страница 49: ...ou are replacing a drive transfer the mounting screws from the old drive to the new drive Install four silver and blue 6 32 mounting screws two on each side of the drive You can also install a 2 5 inch hard drive into a 3 5 inch drive bay using an adapter bracket similar to the following example Slide the 2 5 inch drive into the 3 5 inch adapter bracket Drives 41 ...

Страница 50: ...talling four black M3 adapter bracket screws through the underside of the bracket and into the drive Install four 6 32 silver and blue mounting screws in the adapter bracket two on each side of the bracket 42 Chapter 4 Removal and replacement procedures ...

Страница 51: ...of the data cable to one of the other SATA connectors on the system board 5 Reassemble the computer Removing and installing an M 2 solid state drive NOTE There are two M 2 solid state drive sockets on the system board The computer supports 2230 and 2280 M 2 solid state drives Before removing the M 2 solid state drive follow these steps 1 Prepare the computer for disassembly Preparation for disasse...

Страница 52: ...Reverse the removal procedures to install the solid state drive 44 Chapter 4 Removal and replacement procedures ...

Страница 53: ...mbly on page 20 2 Remove the access panel Access panel on page 23 Remove the fan duct 1 Remove the cable from the clips on top of the duct 1 2 Pull the tabs on the sides of the duct away from each other 2 and then remove the fan duct from the computer 3 Reverse the removal procedures to install the fan duct Fan duct 45 ...

Страница 54: ...ve the fan duct Fan duct on page 45 Remove the heat sink and fan 1 Disconnect the fan cable from the system board 1 2 Remove the three Torx screws that secure the fan to the heat sink 2 3 Remove the fan from the heat sink 3 4 Loosen the four captive screws 4 that secure the heat sink to the system board IMPORTANT To avoid damaging the pins in the processor socket remove heat sink retaining screws ...

Страница 55: ... 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 to replace the system board Install the heat sink within 24 hours of installing the processor to prevent damage to the processor s solder connections Reverse the removal procedure to install a new processor TIP When installing the processor alig...

Страница 56: ...tenna cables 1 from the terminals on the WLAN module NOTE The WLAN antenna cable labeled 1 connects to the WLAN module Main terminal labeled 1 The WLAN antenna cable labeled 2 connects to the WLAN module Aux terminal labeled 2 2 Remove the Phillips screw 2 that secures the WLAN module to the computer The edge of the module opposite the slot rises away from the computer 3 Remove the WLAN module 3 b...

Страница 57: ... to the equipment disconnect the power cord from the computer or AC outlet before opening the computer Before removing the power supply follow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 3 Remove the drive cage Drive cage on page 26 Remove the power supply 1 From the inside of the chassis disconnect all...

Страница 58: ...orward and then remove it from the chassis 3 To install the power supply reverse the removal procedure IMPORTANT When installing the power supply cables make sure that they are properly positioned so they are not pinched by the drive cage 50 Chapter 4 Removal and replacement procedures ...

Страница 59: ...llow these steps 1 Prepare the computer for disassembly Preparation for disassembly on page 20 2 Remove the access panel Access panel on page 23 3 Remove the fan duct Fan duct on page 45 Remove the option card 1 Remove the two Phillips screws 1 that secure the card to the system board 2 Lift to disengage the card from the system board connector and then remove the option card from the computer 2 T...

Страница 60: ...he access panel Access panel on page 23 Remove the hood sensor 1 Disconnect the hood sensor cable from the system board connector labeled HSENSE 1 2 Slide the hood sensor out of the slot on the rear of the chassis 2 A tool such as a screwdriver might be required to release the hood sensor from the slot To install the hood sensor reverse the removal procedure 52 Chapter 4 Removal and replacement pr...

Страница 61: ...on page 23 3 Remove the front bezel Front bezel on page 24 4 Remove the drive cage Drive cage on page 26 Remove the card reader 1 Remove the screw that secures the card reader to the front of the computer 1 2 From the inside of the chassis disconnect the card reader cable from the system board connector labeled SD RDR 2 3 Remove the card reader from the computer 3 To install the card reader revers...

Страница 62: ... the front bezel Front bezel on page 24 4 Remove the drive cage Drive cage on page 26 Remove the speaker 1 Remove the two Phillips screws 1 that secure the speaker to the front of the chassis 2 Disconnect the speaker cable from the system board connector labeled SPKR 2 remove the cable from the clip 3 and then remove the speaker from the computer 4 To install the speaker reverse the removal proced...

Страница 63: ...t bezel on page 24 4 Remove the drive cage Drive cage on page 26 Remove the antennas 1 Disconnect the internal antennas from the WLAN module WLAN module on page 48 2 Remove the antenna cable from the clips on the inside of the I O bracket 3 Remove the Torx screw that secures the antenna to the front of the computer 1 4 Pull the antenna through the hole and away from the computer 2 5 On the inside ...

Страница 64: ...omputer 2 7 Remove the Phillips screw 1 that secures the antenna to the rear of the computer and then pull the antenna away from the computer while pulling the cable through the hole in the chassis 2 Reverse the removal procedure to install the WLAN antennas and cables 56 Chapter 4 Removal and replacement procedures ...

Страница 65: ...ement system board Memory modules Memory on page 28 Expansion cards Expansion card on page 31 Heat sink and fan Heat sink and fan on page 46 Processor Processor on page 47 WLAN module WLAN module on page 48 Solid state drive Removing and installing an M 2 solid state drive on page 43 Option card Option card on page 51 2 Disconnect all remaining cables connected to the system board and note their l...

Страница 66: ...einstalling the system board insert the front of the system board into the front slot and then push the board back so the rear connectors insert into the rear panel Align the board with the chassis screw holes NOTE When replacing the system board you must change the chassis serial number in the BIOS 58 Chapter 4 Removal and replacement procedures ...

Страница 67: ...Secure Boot power management virtualization support and language and keyboard type used in Setup and POST Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers Enable or disable DriveLock security or securely erase a hard drive when supported by drive Using Computer Setup F10 Utilities Computer Setup can be accessed only by ...

Страница 68: ...nced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been saved then factory defaults are used NOTE Settings in the Security menu are not modified by Apply Defaults Those values are reset by Restore Security Settings to Factory Defaults at the bottom of the Security menu NOTE Not all settings shown in the following s...

Страница 69: ...ze Processor Processor type Processor cache size L1 L2 L3 Processor speed Processor cores MicroCode revision Processor stepping Memory speed DIMM size for each installed module Firmware System BIOS version Video BIOS version Reference code revision Super I O firmware version USB Type C controller s firmware version Service Born on date Serial number SKU number UUID Universally Unique Identifier As...

Страница 70: ...se revision on the network and lets you choose whether to download the BIOS image and update the computer NOTE If MS Windows BitLocker Drive Encryption BDE is enabled you must suspend BDE temporarily before flashed Be sure to obtain the BDE recovery password or recovery PIN before suspending BDE You can enable BDE after updating the BIOS Lock BIOS Version Prevents updates to BIOS Native OS Firmwar...

Страница 71: ...tom Defaults and Exit Applies the custom default settings to the computer after rebooting Does not apply to options in the Security menu Apply Factory Defaults and Exit Restores the factory system configuration settings to the computer after rebooting Does not apply to options in the Security menu Ignore Changes and Exit Exits Computer Setup without applying or saving any changes Save Changes and ...

Страница 72: ...he POST power on password You must know the current password to be able to change it Password Policies Let you set the guidelines for a valid password Options include Password minimum length Requires at least one symbol Requires at least one number Requires at least one upper case character Requires at least one lower case character Allow spaces Clear Password Jumper Select Honor to allow or Ignor...

Страница 73: ... system security policy The user must agree to the changes to confirm them Default is enabled Smart Cover Disable Notify User Lets you set an alert is the computer cover is removed Utilities Hard Drive Utilities Save Restore MBR of System Hard Drive NOTE Windows 10 systems are generally not formatted to include an MBR Instead they use GUID Partition Table GPT format which better supports large har...

Страница 74: ...lowing options are available Set DriveLock Master Password Sets the drive s master password but does not enable DriveLock Enable DriveLock Sets the drive s user password and enables DriveLock Secure Erase Lets you select a hard drive to completely erase Once a hard drive has been erased with a program that utilizes Secure Erase firmware commands no file recovery program partition recovery program ...

Страница 75: ...ing system image UEFI boot sources always have precedence over legacy boot sources HP Sure Recover HP Sure Recover Enable to cause system firmware to honor local and remote requests to install the operating system Recover from Network Enable to cause system firmware to get the recovery agent from the network Disable to cause firmware to get the agent from a local drive Recover after Boot Failure I...

Страница 76: ...errors and critical errors other than parity Default is enabled Power Button Override disable 4 sec 15 sec 30 sec Lets you disable or enable and select the number of seconds you have to hold down the power button for it to force the system to power off Default is 4 sec AMD DASH Default is enabled USB Type C Connector System Software Interface UCSI Allows the operating system to monitor and report ...

Страница 77: ...system is in hibernate or shutdown state Rear USB Type C Downstream Charging Enables USB charging port capability when the system is in hibernate or shutdown state Front USB Type C Downstream Charging Enables USB charging port capability when the system is in hibernate or shutdown state Media Card Reader SD RDR USB Enables USB charging port capability when the system is in hibernate or shutdown st...

Страница 78: ...ith the keyboard icon Default is disabled Remote Management Options Active Management AMT Intel only enable disable Default is enabled Allows you to discover repair and protect networked computing devices USB Key Provisioning Support enable disable Default is disabled USB Redirection Support enable disable Default is enabled USB redirection allows USB devices plugged into a client computer to be t...

Страница 79: ...and with the Computer Setup F10 Utility before Restore is needed See Computer Setup Main on page 61 in the Computer Setup File table The Save to Removable Media option creates a file named HPSETUP TXT on an inserted USB flash media device This file can be edited to change the settings on Restore An asterisk marks the selected option for a setting NOTE It is recommended that you save any modified c...

Страница 80: ...it is flashing red The flashing lights are error codes that will help you diagnose the problem See POST error messages on page 100 for more information If the screen is blank plug the monitor into a different video port on the computer if one is available Or replace the monitor with a monitor that you know is functioning properly If you are working on a network plug another computer with a differe...

Страница 81: ...ht is on Check that the monitor is turned on and the green monitor light is on Check the Power LED on the front of the computer to see if it is flashing red The flashing lights are error codes that will help you diagnose the problem See POST error messages on page 100 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If th...

Страница 82: ...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 F10 access...

Страница 83: ...nected and powered on and that the speakers volume control is set correctly 3 Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume 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...

Страница 84: ... 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 protection activate...

Страница 85: ... 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 proper AC voltage using the selector switch Power s...

Страница 86: ...If the system enters POST then power off and replace one device at a time and repeat this procedure until failure occurs Replace the device that is causing the failure Continue adding devices one at a time to ensure all devices are functioning properly 4 Replace the power supply 5 Replace the system board Solving hard drive problems Hard drive error occurs Cause Solution Hard disk has bad sectors ...

Страница 87: ... damaged Perform Drive Protection System DPS testing in system ROM System files missing or not properly installed 1 Insert bootable media and restart the computer 2 Boot to the windows installation media and select the recovery option If only a restore kit is available then select the File Backup Program option and then restore the system 3 Install system files for the appropriate operating system...

Страница 88: ... card reader problems Media card will not work in a digital camera after formatting it in Windows Cause Solution By default Windows will format any media card with a capacity greater than 32MB with the FAT32 format Some digital cameras use the FAT FAT16 FAT12 format and can not operate with a FAT32 formatted card Either format the media card in the digital camera or select FAT file system to forma...

Страница 89: ...safely eject the card In Windows 10 type file in the taskbar search box and then select File Explorer from the list of applications In the left column expand This PC right click on the corresponding drive icon and then select Eject Pull the card out of the slot NOTE Never remove the card when the green LED is flashing After installing the media card reader and booting to Windows the reader and the...

Страница 90: ...c at the resolution chosen Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen Computer is in Sleep state Press the power button to resume from Sleep state IMPORTANT When attempting to resume from Sleep state do not hold down the power button for more than 4 s Otherwise the computer will shut down and you will lose any unsaved data Monitor cable is plugged in...

Страница 91: ...s card 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 2 s 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...

Страница 92: ...needs to be degaussed Degauss the monitor See 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 to access the OSD menu Select ImageControl Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image No Connection Check Signal Cable displays on screen...

Страница 93: ...tion go to the following website select the appropriate monitor and download either SP32347 or SP32202 http www hp com support Graphics card is not seated properly or is bad some models 1 Reseat the graphics card 2 Replace the graphics card Certain typed symbols do not appear correct Cause Solution The font you are using does not support that particular symbol Use the Character Map to locate and s...

Страница 94: ...ar 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 IMPORTANT When attempting to resume from Sleep state do not hold down the power button ...

Страница 95: ...s support audio over the DisplayPort connection if applicable so multiple audio devices might be listed in Device Manager Make sure the correct device is being used To access Device Manager in Windows 10 type device manager in the taskbar search box and then select Device Manager from the list of applications Some applications can select which audio output device is used Make sure the application ...

Страница 96: ... 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 application The cables may not be connected properly Reconnect all cables Printer memory might be overloaded R...

Страница 97: ...e the Worldwide Limited Warranty for terms and conditions Computer is in Sleep state Press the power button to resume from Sleep state IMPORTANT When attempting to resume from Sleep date do not hold down the power button for more than 4 s Otherwise the computer will shut down and you will lose any unsaved data Mouse does not respond to movement or is too slow Cause Solution Mouse connector is not ...

Страница 98: ...tlet and allow the internal system components to cool before touching A new device is not recognized as part of the system Cause Solution Device is not seated or connected properly Make sure the device is properly and securely connected and that pins in the connector are not bent down Cable s of new external device are loose or power cables are unplugged Make sure all cables are properly and secur...

Страница 99: ...r 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 DIMM1 must be installed before DIMM2 and DIMM3 must be installed before DIMM4 3 Replace third party memory with HP memory 4 Replace the system board Solving network problems Some common causes and solutions for network problems are listed ...

Страница 100: ... a failure Cause Solution The cable is not securely connected Make sure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device The cable is attached to the incorrect connector Make sure that the cable is attached to the correct connector There is a problem with the cable or a device at the other end of the cable M...

Страница 101: ...ther source Cannot connect to network server when attempting Remote System Installation Cause Solution The network controller is not configured properly Verify Network Connectivity that a DHCP Server is present and that the Remote System Installation Server contains the NIC drivers for your NIC System setup utility reports unprogrammed EEPROM Cause Solution Unprogrammed EEPROM Contact an authorize...

Страница 102: ...ution You have run out of memory to run the application Check the application documentation to determine the memory requirements Memory count during POST is wrong Cause Solution The memory modules may not be installed correctly Check that the memory modules have been installed correctly and that proper modules are used Integrated graphics may use system memory No action required Insufficient memor...

Страница 103: ...able Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable booting to removable media in Advanced Boot Options Network Boot is enabled in Computer Setup Run the Computer Setup utility and disable Network Boot in Advanced Boot Options Non bootable CD in drive Try a bootable CD in the drive Boot order not correct Run the Computer Setup utility and change boot...

Страница 104: ...ed then remove the disc CD ROM CD RW DVD ROM or DVD R RW drive cannot read a disc or takes too long to start Cause Solution Media is corrupt Try different media to confirm whether media is valid Media has been inserted upside down Reinsert the media with the label facing up The DVD ROM drive takes longer to start because it has to determine the type of media played such as audio or video Wait at l...

Страница 105: ...d to a USB port that has been hidden in Computer Setup Run the Computer Setup utility and enable USB ports in Advanced Port Options 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 bo...

Страница 106: ...ted in the following table Unable to connect to the Internet Cause Solution Internet Service Provider ISP account is not set up properly Verify Internet settings or contact your ISP for assistance Web browser is not set up properly Verify that the Web browser is installed and set up to work with your ISP Cable DSL modem is not plugged in Plug in cable DSL modem You should see a power LED light on ...

Страница 107: ...led an operating system other than the factory installed operating system it might not be supported on the system If you encounter software problems see the applicable solutions listed in the following table Computer will not continue and the HP logo does not appear Cause Solution ROM issue POST error has occurred Observe the beeps and LED lights on the front of the computer See POST error message...

Страница 108: ... NOTE For more information on Computer Setup see Computer Setup F10 Utility on page 59 POST numeric codes and text messages This section covers those POST errors that have numeric codes associated with them The section also includes some text messages that may be encountered during POST NOTE The computer will beep once after a POST text message is displayed on the screen Control panel message Desc...

Страница 109: ...es are correctly installed 2 Verify proper memory module type 3 Remove and replace the identified faulty memory module s 4 If the error persists after replacing memory modules replace the system board 213 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...

Страница 110: ... to fail Some hard drives have a hard drive firmware patch that will fix an erroneous error message 1 Determine if hard drive is giving correct error message Run the Drive Protection System test under using F2 Diagnostics when booting the computer 2 Apply hard drive firmware patch if applicable Available at http www hp com support 3 Back up contents and replace hard drive 2212 USB Key Provisioning...

Страница 111: ...ion Provisioning file contained on the USB key is not a valid version for the current ME firmware 1 Reboot the computer 2 If the error persists and system BIOS has been recently updated restore previous system BIOS version Otherwise update the ME firmware version 3 If the error still persists replace the system board Invalid Electronic Serial Number Electronic serial number is missing Enter the co...

Страница 112: ...lem is solved 2 Processor thermal protection activated A fan may be blocked or not turning OR The heat sink fan assembly is not properly attached to the processor 1 Ensure that the computer air vents are not blocked and the cooling fan is running 2 Open hood press power button and see if the fan spins If the processor fan is not spinning make sure the fan s cable is plugged onto the system board h...

Страница 113: ...em is solved 8 Invalid ROM based on bad checksum 1 Reflash the system ROM with the latest BIOS image 2 Replace the system board Red power light flashes nine times once every second followed by a two second pause Beeps stop after fifth iteration but lights continue until problem is solved 9 System powers on but is unable to boot 1 Unplug the AC power cord from the computer wait 30 seconds then plug...

Страница 114: ...rds You must restore the jumper to create new passwords IMPORTANT Pushing the CMOS button with power removed resets the BIOS settings to factory defaults It can be useful to back up the BIOS settings or save them as custom defaults before resetting them in case they are needed later Back up can be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Compute...

Страница 115: ...d jumper is either green or 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 connectors on page 27 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 equ...

Страница 116: ...hown current password 4 Press Enter Clearing and resetting the CMOS The computer s configuration memory CMOS stores information about the computer s configuration The CMOS button resets CMOS but does not clear the power on and setup passwords 1 Turn off the computer and any external devices and disconnect the power cord from the power outlet 2 Disconnect the keyboard monitor and any other external...

Страница 117: ...The CMOS button will not clear CMOS if the power cord is connected NOTE For assistance locating the CMOS button and other system board components see the system board components image at System board connectors on page 27 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 a...

Страница 118: ...t 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 If you need to stop a diagnosti...

Страница 119: ...lder on your computer or the USB flash drive where the exe file was downloaded double click the exe file and then follow the on screen instructions Using HP PC Hardware Diagnostics UEFI NOTE For Windows 10 S computers you must use a Windows computer and a USB flash drive to download and create the HP UEFI support environment because only exe files are provided For more information see Downloading ...

Страница 120: ...rive can be useful in the following situations HP PC Hardware Diagnostics UEFI is not included in the preinstallation image HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition The hard drive is damaged NOTE The HP PC Hardware Diagnostics UEFI download instructions are provided in English only and you must use a Windows computer to download and create the HP UEFI support enviro...

Страница 121: ... and then select Run Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number NOTE For some products it may be necessary to download the software by using the product name or number To download HP Remote PC Hardware Diagnostics UEFI by product name or number follow these steps 1 Go to http www hp com support 2 Select Get software and drivers select your type of product enter th...

Страница 122: ...P 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 select Settings 3 Make your customization selections 4 Select Main and then Save Changes and Exit to save your settings Your changes take effect when the computer restarts 114 Chapter 9 Using HP PC Hardware Diagnostic...

Страница 123: ...let 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 res...

Страница 124: ...structions 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 depending ...

Страница 125: ...thout installed 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 Restori...

Страница 126: ...gency 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 6 m 12 f...

Страница 127: ...r 0 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 co...

Страница 128: ... beginning steps in this chapter Current BIOS steps 1 Follow steps a through l below to restore the nonvolatile memory that can contain personal data Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is displayed at the bottom ...

Страница 129: ...atform Module TPM and or fingerprint reader one or two prompts will appear one to clear the TPM and the other to Reset Fingerprint Sensor press or tap F1 to accept or F2 to reject l Remove all power and system batteries for at least 24 hours 2 Complete one of the following Remove and retain the storage drive or Clear the drive contents by using a third party utility designed to erase data from an ...

Страница 130: ... 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 Serial Pres...

Страница 131: ...rmware updates 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 t...

Страница 132: ...iagnostics The UEFI BIOS provides functionality beyond that of the legacy BIOS In addition the UEFI BIOS works to initialize the computer s hardware before loading and executing the OS the run time environment allows the loading and execution of software programs from storage devices to provide more functionality such as advanced hardware diagnostics with the ability to display more detailed syste...

Страница 133: ...e Boot 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 Sele...

Страница 134: ...t max inlet temperature Operating 10 to 90 10 to 90 Non operating 5 to 95 5 to 95 Maximum altitude Operating 5000 m 16 404 ft Non operating 15 240 m 50 000 ft Power supply 80 PLUS Platinum 250 W active PFC 90 92 89 efficient at 20 50 100 load 115 V 91 93 90 efficient at 20 50 100 load 230 V Operating voltage range 90 V ac to 264 V ac Rated voltage range 100 V ac to 240 V ac Rated line frequency 50...

Страница 135: ...filter 21 E electrostatic discharge ESD 12 preventing damage 13 error codes 100 104 messages 100 expansion card installation 31 removal 31 F F10 Setup access problem 74 fan removal and replacement 46 fan duct removal and replacement 45 filter illustrated 8 flash drive problems 97 flashing lights 104 front bezel illustrated 8 removal and replacement 24 removing blanks 25 front panel components 2 fr...

Страница 136: ... drive 97 front panel 98 general 74 hard drive 78 hardware installation 90 Internet access 98 keyboard 89 Media Card Reader 80 memory 93 monitor 82 mouse 89 network 91 power 77 printer 87 software 99 processor illustrated 7 product ID location 4 R rear panel components 3 recovery 115 discs 116 HP Recovery partition 116 media 116 USB flash drive 116 recovery media creating using HP Cloud Recovery D...

Страница 137: ...trated 7 removal and replacement 57 SATA connectors 18 system board connectors 27 system memory removing personal data from volatile 120 system restore point creating 115 T temperature control 15 tools servicing 17 Torx T15 screwdriver 17 tower conversion 5 V ventilation proper 15 W Windows backup 115 recovery media 115 system restore point 115 Windows tools using 115 wireless antennas disconnecti...

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