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HP ProDesk 400 G2.5, Руководство по техническому обслуживанию и ремонту

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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, refer to 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, refer to Appendix A, 

POST error messages on page 96

.

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. Refer to 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, refer to 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. Refer to 

Computer Setup (F10) Utility on page 54

 for

more information.

●

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
codes that will help you diagnose the problem. Refer to Appendix A, 

POST error messages on page 96

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 may 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.”

●

Refer to the comprehensive online technical support at 

http://www.hp.com/support

.

●

Refer to 

Helpful hints on page 64

 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 HP Instant Support Professional Edition at: 

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

.

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.

Safety and comfort

63

Содержание ProDesk 400 G2.5

Страница 1: ...Maintenance and Service Guide HP ProDesk 400 G2 5 Small Form Factor ...

Страница 2: ...ment may be photocopied reproduced or translated to another language without the prior written consent of Hewlett Packard Company First Edition July 2015 Document Part Number 818221 001 Product notice This 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 8 Your computer may require ...

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

Страница 4: ...iv About This Book ...

Страница 5: ...11 Preventing electrostatic damage to equipment 11 Personal grounding methods and equipment 11 Grounding the work area 12 Recommended materials and equipment 12 Operating guidelines 13 Routine care 13 General cleaning safety precautions 13 Cleaning the Computer Case 13 Cleaning the keyboard 14 Cleaning the monitor 14 Cleaning the mouse 14 Service considerations 15 Power supply fan 15 Tools and sof...

Страница 6: ...ng a hard drive 32 Memory 37 DIMMs 37 DDR3 DDR3L SDRAM DIMMs 37 Populating DIMM sockets 38 Removing and installing DIMMs 38 Fan sink 40 Processor 42 Power supply 44 Front I O assembly 46 Power switch assembly 48 Speaker 49 System board 51 System board callouts 52 Changing from desktop to tower configuration 53 5 Computer Setup F10 Utility 54 Computer Setup F10 Utilities 54 Using Computer Setup F10...

Страница 7: ...nt panel component problems 92 Solving Internet access problems 93 Solving software problems 94 7 POST error messages 96 POST numeric codes and text messages 96 Interpreting POST diagnostic front panel LEDs and audible codes 102 8 Password security and resetting CMOS 106 Resetting the password jumper 106 Clearing and resetting the CMOS 107 9 HP PC Hardware Diagnostics 109 Why run HP PC Hardware Di...

Страница 8: ...overy discs 115 Backing up your information 116 System Restore 116 System Recovery 117 System Recovery when Windows is responding 117 System Recovery when Windows is not responding 118 System Recovery using recovery media select models only 118 Using HP Recovery Disc operating system discs select models only 119 Appendix A Battery replacement 121 Appendix B Statement of Volatility 124 Appendix C P...

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: ... SD Card Reader optional 6 Hard Drive Activity Light 3 USB 3 0 Ports blue 7 Dual State Power Button 4 Microphone Connector NOTE The Power On Light is normally white when the power is on If it is flashing red there is a problem with the computer and it is displaying a diagnostic code Refer to the Maintenance and Service Guide to interpret the code 2 Chapter 1 Product features ...

Страница 11: ...ics card is installed in one of the system board slots the video connectors on the graphics card and the integrated graphics on the system board may be used at the same time However for such a configuration only the display connected to the discrete graphics card will display POST messages The system board graphics can be disabled by changing settings in Computer Setup Serial number location Each ...

Страница 12: ...2 Illustrated parts catalog Computer major components This chapter provides part information for all chassis 4 Chapter 2 Illustrated parts catalog ...

Страница 13: ... Intel Core i3 4350 3 6 GHz 4 MB L3 cache Intel Core i3 4340 3 6 GHz 4 MB L3 cache Intel Core i3 4330 3 5 GHz 4 MB L3 cache Intel Core i3 4170 3 7 GHz 4 MB L3 cache Intel Core i3 4160 3 6 GHz 4 MB L3 cache Intel Core i3 4150 3 5 GHz 4 MB L3 cache Intel Core i3 4130 3 4 GHz 4 MB L3 cache Intel Pentium G3470 3 6 GHz 3 MB L3 cache Intel Pentium G3460 3 5 GHz 3 MB L3 cache Intel Pentium G3450 3 4 GHz ...

Страница 14: ...GHz 2 MB L3 cache Intel Celeron G1830 2 8 GHz 2 MB L3 cache Intel Celeron G1820 2 7 GHz 2 MB L3 cache 6 System board includes replacement thermal material For use in models without Windows 8 For use in models with Windows 8 Professional Misc parts 6 Chapter 2 Illustrated parts catalog ...

Страница 15: ...ble for WLAN module Printer port PCI card WLAN antennas Card reader HP Ultraslim Keyed Cable Lock Chassis stand Optical drive bezel blank Grommet hard drive Adapter DisplayPort to VGA Adapter DisplayPort to DVI Adapter DisplayPort to HDMI 1 4 DisplayPort cable Mouse PS2 optical USB laser Washable USB optical Keyboard HP Conferencing Communication USB HP USB Essential Unbranded Washable USB unbrand...

Страница 16: ...ypting SED 2 5 inch 256 GB Solid state Drive SSD 2 5 inch 180 GB Solid state Drive SSD MLC 2 5 inch 180 GB Solid state Drive SSD 2 5 inch 128 GB Solid state Drive SSD 2 5 inch 128 GB Solid state Drive SSD self encrypting SED 2 5 inch 128 GB Solid state Drive SSD NAND 3D 2 5 inch 120 GB Solid state Drive SSD MLC 2 5 inch 120 GB Solid state Drive SSD 2 5 inch Optical drive Blu ray BD RW SuperMulti X...

Страница 17: ...1000 single port GbE NIC includes bracket Adapter for WLAN module PCI Express x1 expansion adapter USB cable for WLAN module Wireless WLAN module requires PCIe x1 adapter Broadcom Luffy 943228 abgn 2x2 BT 4 LE PCIe USB NGFF 2230 Intel Dual Band Wireless AC 7265 2x2 Misc boards 9 ...

Страница 18: ...sudden discharge of static electricity from your finger or other conductor can destroy static sensitive devices or microcircuitry Often the spark is neither felt nor heard but damage occurs An electronic device exposed to electrostatic discharge ESD may not appear to be affected at all and can work perfectly throughout a normal cycle The device may function normally for a while but it has been deg...

Страница 19: ...ounding precautions are necessary to prevent damage to electric components and accessories To avoid hand contact transport products in static safe containers such as tubes bags or boxes Protect all electrostatic parts and assemblies with conductive or approved containers or packaging Keep electrostatic sensitive parts in their containers until they arrive at static free stations Place items on a g...

Страница 20: ...f power and input signals before inserting and removing connectors or test equipment Use fixtures made of static safe materials when fixtures must directly contact dissipative surfaces Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam Use field service tools such as cutters screwdrivers and vacuums that are conductive Recommended materials and equi...

Страница 21: ...ch other that they are subject to each other s re circulated or preheated air If the computer is to be operated within a separate enclosure intake and exhaust ventilation must be provided on the enclosure and the same operating guidelines listed above will still apply Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install...

Страница 22: ... much air pressure can dislodge lubricants applied under the wide keys If you remove a key use a specially designed key puller to prevent damage to the keys This tool is available through many electronic supply outlets CAUTION Never remove a wide leveled key like the space bar from the keyboard If these keys are improperly removed or installed the keyboard may not function properly Cleaning under ...

Страница 23: ... threads and may be of different lengths If an incorrect screw is used during the reassembly process it can damage the unit HP strongly recommends that all screws removed during disassembly be kept with the part that was removed then returned to their proper locations CAUTION Metric screws have a black finish U S screws have a silver finish and are used on hard drives only CAUTION As each subassem...

Страница 24: ...es with the computer provides power to the real time clock and has a minimum lifetime of about three years See the appropriate removal and replacement chapter for the chassis you are working on in this guide for instructions on the replacement procedures WARNING This computer contains a lithium battery There is a risk of fire and chemical burn if the battery is handled improperly Do not disassembl...

Страница 25: ...etry count If the drive determines that a failure is imminent it generates a fault alert Cable management Always follow good cable management practices when working inside the computer Keep cables away from major heat sources like the heat sink Do not jam cables on top of expansion cards or memory modules Printed circuit cards like these are not designed to take excessive pressure on them Keep cab...

Страница 26: ...s from the computer 3 Turn off the computer properly through the operating system then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION Turn off the computer before disconnecting any cables Regardless of the power on state voltage is always present on the system board as long as the system is plugged into an active AC outle...

Страница 27: ...r disassembly Preparation for disassembly on page 18 2 Loosen the thumbscrew on the rear of the computer 1 then slide the panel back 2 and lift if off the computer 3 To install the access panel reverse the removal procedure Access panel 19 ...

Страница 28: ...n page 18 2 Remove the access panel Access panel on page 19 3 Lift up the three tabs on the top side of the bezel 1 and then rotate the bezel off the chassis 2 To install the front bezel reverse the removal procedure 20 Chapter 4 Removal and replacement procedures Small Form Factor ...

Страница 29: ...t need to be removed before installing a drive To remove a bezel blank 1 Remove the access panel Access panel on page 19 2 Remove the front bezel Front bezel on page 20 3 To remove a slim optical drive bezel blank press inward on the two retaining tabs 1 and pull the blank off the front bezel 2 Slim optical drive bezel blank 21 ...

Страница 30: ...ual graphics card configurations the first primary card must be installed in the PCI Express x16 socket To remove replace or add an expansion card 1 Prepare the computer for disassembly Preparation for disassembly on page 18 2 Remove the access panel Access panel on page 19 3 Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the comp...

Страница 31: ...the chassis Pull the slot cover straight up then away from the inside of the chassis b If you are installing an expansion card in a vacant PCI Express x1 socket insert a flatblade screwdriver into the slots on the rear of expansion slot cover 1 and rock the slot cover back and forth to break it free from the chassis 2 Expansion card 23 ...

Страница 32: ...card and carefully rock the card back and forth until the connectors pull free from the socket Pull the expansion card straight up from the socket 6 Store the removed card in anti static packaging 7 If you are not installing a new expansion card install an expansion slot cover to close the open slot CAUTION After removing an expansion card you must replace it with a new card or expansion slot cove...

Страница 33: ...chassis Press the card straight down into the expansion socket on the system board 2 NOTE When installing an expansion card press firmly on the card so that the whole connector seats properly in the expansion card socket 9 Rotate the slot cover retention latch back in place to secure the expansion card 10 Connect external cables to the installed card if needed Connect internal cables to the system...

Страница 34: ...page 30 4 Disconnect the data cable 1 and power cable 2 from the rear of the hard drive and remove the cables from the retainer clip 3 5 Press inward on the drive cage release latch 1 rotate the drive cage up 2 and then slide the tabs on the side of the drive cage out of the chassis 3 To install the drive cage reverse the removal procedure 26 Chapter 4 Removal and replacement procedures Small Form...

Страница 35: ...oard Label Color Component 1 PCI Express x16 X16PCIEXP black Expansion Card 2 PCI Express x1 X1PCIEXP1 black Expansion Card 3 DIMM3 Channel A DIMM3 black Memory Module 4 DIMM1 Channel B DIMM1 black Memory Module 5 Battery BAT black Memory Module 6 SATA 3 0 SATA1 light blue Optical Drive 7 SATA 3 0 SATA0 dark blue Primary Hard Drive System board connections 27 ...

Страница 36: ...d state Drive SSD 2 5 inch 128 GB Solid state Drive SSD self encrypting SED 2 5 inch 128 GB Solid state Drive SSD NAND 3D 2 5 inch 120 GB Solid state Drive SSD MLC 2 5 inch 120 GB Solid state Drive SSD 2 5 inch Optical drive Blu ray BD RW SuperMulti XL Drive DVD RW drive DVD ROM drive When installing drives follow these guidelines The primary Serial ATA SATA hard drive must be connected to the dar...

Страница 37: ...ully 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 Drive positions 1 9 5mm slim optical drive bay 2 Hard drive ...

Страница 38: ...Remove the access panel Access panel on page 19 3 Disconnect the power cable 1 and data cable 2 from the rear of the optical drive Press the release lever on the back of the drive 3 and then slide the drive out of the front of the chassis 4 CAUTION When removing the cables pull the tab or connector instead of the cable itself to avoid damaging the cable 30 Chapter 4 Removal and replacement procedu...

Страница 39: ...el blank then remove the bezel blank See Slim optical drive bezel blank on page 21 for more information 5 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 6 Slide the optical drive through the front bezel all the way into the bay 1 so that it locks in place 2 and then connect the power cable 3 and data cable 4 to the re...

Страница 40: ... old hard drive so that you can transfer the data to the new hard drive 1 Prepare the computer for disassembly Preparation for disassembly on page 18 2 Remove the access panel Access panel on page 19 3 Remove the optical drive Removing a 9 5mm slim optical drive on page 30 4 Disconnect the data cable 1 and power cable 2 from the rear of the hard drive and remove the cables from the retainer clip 3...

Страница 41: ...and then slide the tabs on the side of the drive cage out of the chassis 3 6 Remove the hard drive from the drive cage If you are removing a 3 5 inch hard drive remove the four screws that secure the drive to the drive cage 1 and then slide the drive out of the cage 2 Drives 33 ...

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

Страница 43: ...rews 2 NOTE The four screw holes for the 2 5 inch hard drive are stamped B on the top of the drive cage 8 Hold the drive cage at an angle and insert the tabs on the side of the drive cage into the slots on the chassis 1 and then lower the other side of the drive cage down so that the latch snaps onto the chassis 2 Drives 35 ...

Страница 44: ... bezel all the way into the bay 1 so that it locks in place 2 and then connect the power cable 3 and data cable 4 to the rear of the drive 11 Replace the access panel 12 Reconnect the power cord and turn on the computer 13 Lock any security devices that were disengaged when the access panel was removed 36 Chapter 4 Removal and replacement procedures Small Form Factor ...

Страница 45: ...of memory configured in a high performing dual channel mode DDR3 DDR3L SDRAM DIMMs For proper system operation the DIMMs must be industry standard 240 pin unbuffered non ECC PC3 12800 DDR3 DDR3L 1600 MHz compliant 1 5 volt DDR3 SDRAM DIMMs or 1 35 volt DDR3L SDRAM Low Power DIMMs The DIMMs must also support CAS latency 11 DDR3 DDR3L 1600 MHz 11 11 11 timing contain the mandatory JEDEC SPD informat...

Страница 46: ...ional speed is determined by the slowest DIMM in the system Removing and installing DIMMs CAUTION You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules Regardless of the power on state voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet Adding or removing memory m...

Страница 47: ... notch on the module with the tab on the memory socket For maximum performance populate the sockets so that the memory capacity is spread as equally as possible between Channel A and Channel B 7 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 8 Repeat steps 6 and 7 to install any additional modul...

Страница 48: ... cable from the system board connector labeled CPUFAN 1 4 Loosen the four captive Torx T15 screws 2 that secure the fan sink to the system board tray CAUTION 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 sys...

Страница 49: ...cleaned with an alcohol wipe and fresh thermal grease has been applied to the top of the processor CAUTION Fan sink retaining screws should be tightened in diagonally opposite pairs as in an X to evenly seat the fan sink on the processor to avoid damage that could require replacing the system board Fan sink 41 ...

Страница 50: ... Pentium G3240 3 1 GHz 3 MB L3 cache Intel Core i3 4360 3 7 GHz 4 MB L3 cache Intel Pentium G3220 3 0 GHz 3 MB L3 cache Intel Core i3 4350 3 6 GHz 4 MB L3 cache Intel Celeron G1850 2 9 GHz 2 MB L3 cache Intel Core i3 4340 3 6 GHz 4 MB L3 cache Intel Celeron G1840 2 8 GHz 2 MB L3 cache Intel Core i3 4330 3 5 GHz 4 MB L3 cache Intel Celeron G1830 2 8 GHz 2 MB L3 cache Intel Core i3 4170 3 7 GHz 4 MB...

Страница 51: ...replace the system board The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor s solder connections NOTE After installing a new processor onto the system board always update the system ROM to ensure that the latest version of the BIOS is being used on the computer The latest system BIOS can be found on the Web at http www8 hp com us en suppo...

Страница 52: ...ersonal injury and damage to the equipment the power cord should be disconnected from the computer and or the AC outlet before opening the computer 1 Prepare the computer for disassembly Preparation for disassembly on page 18 2 Remove the access panel Access panel on page 19 3 Remove the drive cage Drive cage on page 26 4 Remove the optical drive Removing a 9 5mm slim optical drive on page 30 5 On...

Страница 53: ... board connector 3 8 Slide the power supply forward 1 and then lift it out of the chassis 2 To install the power supply reverse the removal procedure CAUTION When installing the power supply cables make sure they are properly positioned in the clips below the drive cage Power supply 45 ...

Страница 54: ...move the access panel Access panel on page 19 3 Remove the front bezel Front bezel on page 20 4 Remove the drive cage Drive cage on page 26 5 Remove the optical drive Removing a 9 5mm slim optical drive on page 30 6 Disconnect the cables from the system board as follows 1 Blue connector labeled FRONT USB3 0 2 Blue connector labeled FRONT AUD 7 Remove the cables from the clip built into the bottom ...

Страница 55: ... assembly and cables out though the front of the chassis 2 NOTE Be sure to correctly route the cables beneath the drive cage when reinstalling the assembly Proper cable routing prevents damage to the cables and allows the drive cage to close properly To install the front I O assembly reverse the removal procedure Front I O assembly 47 ...

Страница 56: ...age 26 5 Remove the optical drive Removing a 9 5mm slim optical drive on page 30 6 On the inside of the chassis disconnect the cable from the system board connector labeled PB LED 1 7 Press on the tab on the side of the power switch to disengage the power switch from the chassis 2 8 Pull the power switch out the front of the chassis while routing the cable through the hole in the chassis 3 To inst...

Страница 57: ... panel on page 19 3 Remove the front bezel Front bezel on page 20 4 Remove the drive cage Drive cage on page 26 5 Remove the optical drive Removing a 9 5mm slim optical drive on page 30 6 On the outside front of the chassis remove the two Torx T8 screws that secure the speaker to the chassis 7 On inside the chassis disconnect the speaker wire from the white system board connector labeled SPKR 1 Sp...

Страница 58: ...8 Lift the speaker out of the chassis 2 To install the speaker reverse the removal procedures 50 Chapter 4 Removal and replacement procedures Small Form Factor ...

Страница 59: ...ive system board and installed on the replacement system board Expansion cards Expansion card on page 22 Memory modules Memory on page 37 Fan sink Fan sink on page 40 Processor Processor on page 42 6 Disconnect all data and power cables from the system board 7 Remove the five Torx T15 screws that secure the system board to the chassis 8 Slide the system board toward the front of the chassis to dis...

Страница 60: ...lack Media connector DIMM3 Black Memory module PSWD Green Clear system passwords DIMM1 Black Memory module X1PCIEX1 Black Expansion card XBT1 Black RTC battery X1PCIEXP1 Black Expansion card PB LED Black Front I O power switch FRONT AUD Blue Front I O PWR White 24 pin main power connector FRONT USB 3 0 Blue Front I O CHFAN Red Fan CMOS Yellow Reset CMOS SATA0 Dark blue Hard drive 52 Chapter 4 Remo...

Страница 61: ... on state voltage is always present on the system board as long as the system is plugged into an active AC outlet You must disconnect the power cord to avoid damage to the internal components of the computer 5 Orient the computer so that its right side is facing down and place the computer in the optional stand NOTE To stabilize the computer in a tower orientation HP recommends the use of the opti...

Страница 62: ...of the mode selected To manually switch to Post Messages Enabled during POST press any key except F1 through F12 Establish an Ownership Tag the text of which is displayed each time the system is turned on or restarted Enter the Asset Tag or property identification number assigned by the company to this computer Enable the power on password prompt during system restarts warm boots as well as during...

Страница 63: ...ile Storage Security Power and Advanced 4 Use the arrow left and right keys to select the appropriate heading Use the arrow up and down keys to select the option you want then press Enter To return to the Computer Setup Utilities menu press Esc 5 To apply and save changes select File Save Changes and Exit If you have made changes that you do not want applied select Ignore Changes and Exit To reset...

Страница 64: ...o Removable Media Saves system configuration to a formatted USB flash media device Restore from Removable Media Restores system configuration from a USB flash media device Default Setup Save Current Settings as Default Saves the current system configuration settings as the default Restore Factory Settings as Default Restores the factory system configuration settings as the default Flash System ROM...

Страница 65: ...the Drive Protection System DPS self tests NOTE This selection will only appear when at least one drive capable of performing the DPS self tests is attached to the system Boot Order UEFI Boot Sources Specify the order in which EFI boot sources such as a internal hard drive USB hard drive USB optical drive or internal optical drive are checked for a bootable operating system image Each device on th...

Страница 66: ...ettings for serial and parallel ports Setup Browse Mode appears if a setup password is set allows viewing but not changing the F10 Setup Options without entering setup password Default is enabled Password prompt on F9 F11 F12 requires setup password to use these boot functions Default is enabled Stringent security enabling the stringent password disables the ability to reset the password by moving...

Страница 67: ...Virtualization Technology VTx VTd enable disable VTx Controls the virtualization features of the processor Changing this setting requires turning the computer off and then back on VTd controls virtualization DMA remapping features of the chipset Changing this setting requires turning the computer off and then back on Default is disabled Embedded Security Device enable disable Permits activation an...

Страница 68: ... may prevent the system from booting successfully Legacy Support Enable Disable Allows you to turn off all legacy support on the computer including booting to DOS running legacy graphics cards booting to legacy devices and so on If set to disable legacy boot options in Storage Boot Order are not displayed Default is enabled Secure Boot Enable Disable Allows you to make sure an operating system is ...

Страница 69: ...sabled S5 Wake on LAN Enables or disables remotely waking up the computer from S5 power is off power state Default is disabled Thermal Fan idle mode This bar graph controls the minimum permitted fan speed NOTE This setting only changes the minimum fan speed The fans are still automatically controlled Computer Setup Advanced NOTE Support for specific Computer Setup options may vary depending on the...

Страница 70: ...tions Allows you to set Num Lock State at Power On off on Default is off Multi Processor enable disable Use this option to disable multi processor support under the OS Default is enabled NIC PXE Option ROM Download enable disable The BIOS contains an embedded NIC option ROM to allow the unit to boot through the network to a PXE server This is typically used to download a corporate image to a hard ...

Страница 71: ...d The flashing lights are error codes that will help you diagnose the problem Refer to Appendix A POST error messages on page 96 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...

Страница 72: ...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 Refer to Appendix A POST error messages on page 96 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If the system beeps th...

Страница 73: ... 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 Computer appears locked up and will not turn off when the power button is pressed Cause Solution Software control of the power switch is not functional 1 Press and hold the power butt...

Страница 74: ...ake sure the external speakers are properly connected and powered on and that the speakers volume control is set correctly 3 Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume Cannot remove computer cover or access panel Cause Solution Smart Cover Lock featured on some computers is locked Unlock the Smart Cover Lock usi...

Страница 75: ...ws 7 a Go to Start All Programs Accessories Run b Type msconfig and then press Enter c On the Startup tab of the System Configuration Utility clear applications that you do not want to launch automatically and the click OK In Windows 8 a On the Start screen right click and then select the All apps icon b Under Windows System click Run c Type msconfig and then press Enter d On the Startup tab of th...

Страница 76: ... and hold the power button for less than 4 seconds If the hard drive LED turns white then 1 If equipped with a voltage selector check that the voltage selector located on the rear of the power supply is set to the appropriate voltage Proper voltage setting depends on your region 2 Remove the expansion cards one at a time until the 5V_aux light on the system board turns on 3 Replace the system boar...

Страница 77: ... or other system fan spins If the fan does not spin make sure the fan cable is plugged onto the system board header 3 If fan a plugged in and not spinning replace it Power LED flashes Red four times once every second followed by a two second pause and the computer beeps four times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Power failure power supply is overloaded 1 ...

Страница 78: ...of applications In the left column expand Computer right click on a drive select Properties and then select the Tools tab Under Error checking click Check Drive not found identified Cause Solution Cable could be loose Check cable connections The system may not have automatically recognized a newly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page...

Страница 79: ...ty and select Storage Boot Order and ensure the bootable hard drive is listed immediately under the Hard Drive entry Computer will not boot from hard drive Cause Solution The device is attached to a SATA port that has been hidden in Computer Setup 1 Check SATA cable connections 2 Run the Computer Setup utility and ensure Device Available is selected for the device s SATA port in Security Device Se...

Страница 80: ...ard to see if it writable Refer to the previous section for a list of compatible cards Media card is locked Locking the media card is a safety feature that prevents writing to and deleting from an SD Memory Stick PRO 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 loc...

Страница 81: ...encounter display problems see the documentation that came with the monitor and to the common causes and solutions listed in the following table Blank screen no video Cause Solution Monitor is not turned on and the monitor light is not on Turn on the monitor and check that the monitor light is on Bad monitor Try a different monitor The cable connections are not correct Check the cable connection f...

Страница 82: ...the input that is being driven by the system Refer to the monitor s user documentation for more information on the on screen controls and settings Blank screen and the power LED flashes Red five times once every second followed by a two second pause and the computer beeps five times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Pre video memory error 1 Reseat DIMMs Pow...

Страница 83: ... 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 may not be loaded Install the video drivers included in the upgrade kit Monitor is not capable of displaying requested resolution Change requested resolution Graphics card is bad Replace the graphics card The picture is broken up...

Страница 84: ...as your computer restarts before the Windows logo appears If the Windows logo appears you must restart the computer and try again 3 On the Advanced Boot Options screen use the arrow keys to highlight the safe mode option you want and then press Enter 4 Log on to your computer with a user account that has administrator rights When your computer is in safe mode Safe Mode displays in the corners of y...

Страница 85: ...he 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 select the appropriate symbol You can copy...

Страница 86: ...When attempting to resume from Sleep state do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Internal speaker is disabled in Computer Setup Enable the internal speaker in Computer Setup Select Advanced Device Options Internal Speaker The application is set to use a different audio device than speakers Some graphics...

Страница 87: ...the Start screen type c select Control Panel from the list of applications and then select Device Manager Some applications can select which audio output device is used Make sure the application has selected the correct audio device The operating system controls may be set to use a different audio device as the default output device than what is expected Set the operating system to use the correct...

Страница 88: ...rinter will not print Cause Solution The printer may be out of paper Check the paper tray and refill it if it is empty Solving keyboard and mouse problems If you encounter keyboard or mouse problems see the documentation that came with the equipment and to the common causes and solutions listed in the following table A wireless keyboard mouse is not working correctly Symptoms include lagging mouse...

Страница 89: ...sable or enable the Num Lock key in Computer Setup at Advanced Device Options Mouse does not respond to movement or is too slow Cause Solution Mouse connector is not properly plugged into the back of the computer Shut down the computer using the keyboard Windows 7 1 Press the Ctrl and Esc keys at the same time or press the Windows logo key to display the Start menu 2 Use the arrow keys to select S...

Страница 90: ...the computer is plugged into an AC power source 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 Table 6 1 Solving Hardware Installation Problems A new device is not recognized as part of the system C...

Страница 91: ...r installation NOTE DIMM1 or XMM1 must always be installed DIMM1 must be installed before DIMM2 and DIMM3 must be installed before DIMM4 2 Observe the beeps and LED lights on the front of the computer Beeps and flashing LEDs are codes for specific problems 3 If you still cannot resolve the issue contact Customer Support Power LED flashes Red five times once every second followed by a two second pa...

Страница 92: ...d option card 3 Replace the system board Solving Network Problems Some common causes and solutions for network problems are listed in the following table These guidelines do not discuss the process of debugging the network cabling Table 6 2 Solving Network Problems Wake on LAN feature is not functioning Cause Solution S5 Maximum Power Saving feature is enabled Disable the S5 Maximum Power Saving o...

Страница 93: ...of applications and then select Device Manager Incorrect network driver Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer s Web site Network status link light 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 equipmen...

Страница 94: ...the correct connector There is a problem with the cable or a device at the other end of the cable Ensure that the cable and device at the other end are operating correctly Network controller interrupt is shared with an expansion board Under the Computer Setup Advanced menu change the resource settings for the board The network controller is defective Contact an authorized service provider Diagnost...

Страница 95: ...dows 8 If necessary download the softpaq from the web from a different computer The cable is not securely connected Ensure 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 network controller is defective Contact an authorized service provider New network card will not boot Cause Solution New network card...

Страница 96: ...ule is not installed in the DIMM1 or XMM1 socket Ensure that a memory module is installed in the DIMM1 or XMM1 socket on the system board This socket must be populated with a memory module Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly Replace module with the correct industry standard device for the computer On some models ECC an...

Страница 97: ...or performance is experienced Cause Solution Processor is hot 1 Make sure the airflow to the computer is not blocked 2 Make sure the fans are connected and working properly some fans only operate when needed 3 Make sure the processor heat sink is installed properly Power LED flashes Red three times once every second followed by a two second pause Cause Solution Processor is not seated properly or ...

Страница 98: ...The system may not have automatically recognized a newly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page 82 section If the system still does not recognize the new device check to see if the device is listed within Computer Setup If it is listed the probable cause is a driver problem If it is not listed the probable cause is a hardware problem I...

Страница 99: ...ermine the type of media played such as audio or video Wait at least 30 seconds to let the DVD ROM drive determine the type of media being played If the disc still does not start read the other solutions listed for this topic CD or DVD disc is dirty Clean CD or DVD with a CD cleaning kit available from most computer stores Windows does not detect the CD ROM or DVD ROM drive 1 Use Device Manager to...

Страница 100: ...ge Boot Order Removable Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable booting to removable media in Storage Storage Options Ensure USB is enabled in Storage Boot Order The computer boots to DOS after making a bootable flash drive Cause Solution Flash drive is bootable Install the flash drive only after the operating system boots Flash drive is defec...

Страница 101: ...You should see a power LED light on the front of the cable DSL modem Cable DSL service is not available or has been interrupted due to bad weather Try connecting to the Internet at a later time or contact your ISP If the cable DSL service is connected the cable LED light on the front of the cable DSL modem will be on The CAT5 UTP cable is disconnected Connect the CAT5 UTP cable between the cable m...

Страница 102: ...e POST error has occurred Observe the beeps and LED lights on the front of the computer See Appendix A POST error messages on page 96 to determine possible causes See the Worldwide Limited Warranty for terms and conditions Computer will not continue after HP logo screen displays Cause Solution System files may be damaged In Windows 7 use recovery media to scan hard drive for errors or use Windows ...

Страница 103: ...air 4 Select the account to use to begin Automatic Repair and type the password for the account Windows diagnoses the computer and attempts the repair it 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 packagi...

Страница 104: ...Full Boot Every x Days mode using Computer Setup NOTE For more information on Computer Setup see Computer Setup F10 Utility on page 54 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 di...

Страница 105: ... authorized dealer or reseller for RTC battery replacement 163 Time Date Not Set CMOS jumper may not be properly installed Check for proper placement of the CMOS jumper if applicable 164 MemorySize Error Memory amount has changed since the last boot memory added or removed Press the F1 key to save the memory changes 164 MemorySize Error Memory configuration incorrect 1 Run Computer Setup or Window...

Страница 106: ...roller 1 Reseat the graphics card if applicable 2 Clear CMOS See Appendix B Password security and resetting CMOS on page 106 3 Verify monitor is attached and turned on 4 Replace the graphics card if possible 510 Flash Screen Image Corrupted Flash Screen image has errors Reflash the system ROM with the latest BIOS image 511 CPU CPUA or CPUB Fan not Detected CPU fan is not connected or may have malf...

Страница 107: ... or Windows utilities 1152 Serial Port B Address Conflict Detected Both external and internal serial ports are assigned to COM2 1 Remove any serial port expansion cards 2 Clear CMOS See Appendix B Password security and resetting CMOS on page 106 3 Reconfigure card resources and or run Computer Setup or Windows utilities 1155 Serial Port Address Conflict Detected Both external and internal serial p...

Страница 108: ... the Management Engine ME BIOS Extensions option ROM 1 Reboot the computer 2 Unplug the power cord re seat the memory modules and reboot the computer 3 If the memory configuration was recently changed unplug the power cord restore the original memory configuration and reboot the computer 4 If the error persists replace the system board 2203 Setup error during MEBx execution MEBx selection or exit ...

Страница 109: ...lid header identifier Provisioning file contained on the USB key has been corrupted or is not a valid version for the current ME firmware 1 Recreate the provisioning file using third party management console software 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 t...

Страница 110: ...trol of ME firmware upgrading A failure has occurred prior to the ME firmware update process in which the BIOS could not unlock the ME firmware region 1 Reboot the computer 2 If the error persists update to the latest BIOS version and ME firmware version 3 If the error still persists replace the system board Invalid Electronic Serial Number Electronic serial number is missing Enter the correct ser...

Страница 111: ...times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 3 Processor not installed not an indicator of bad processor 1 Check to see that the processor is present 2 Reseat the processor Red Power LED flashes four times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until pro...

Страница 112: ...f the power supply some models is set to the appropriate voltage Proper voltage setting depends on your region 2 Unplug the AC power cord from the computer wait 30 seconds then plug the power cord back in to the computer 3 Replace the system board 4 Replace the processor Red Power LED flashes ten times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs conti...

Страница 113: ...k that both power supply cables are properly connected to the system board 4 Check to see if the 5V_aux light on the system board is turned on If it is turned on then replace the power button harness If the problem persists replace the system board 5 If the 5V_aux light on the system board is not turned on remove the expansion cards one at a time until the 5V_aux light on the system board turns on...

Страница 114: ...puter by resetting the password jumper CAUTION Pushing the CMOS button will reset CMOS values to factory defaults It is important to back up the computer CMOS settings before resetting them in case they are needed later Back up is easily done through Computer Setup See Computer Setup F10 Utility on page 54 for information on backing up the CMOS settings Resetting the password jumper CAUTION If you...

Страница 115: ...that it can be easily identified For assistance locating the password jumper and other system board components see the Illustrated Parts Service Map IPSM The IPSM can be downloaded from http www hp com support 5 Remove the jumper from pins 1 and 2 Place the jumper on either pin 1 or 2 but not both so that it does not get lost 6 Replace the computer cover or access panel 7 Reconnect the external eq...

Страница 116: ...r cover or access panel CAUTION Pushing the CMOS button will reset CMOS values to factory defaults It is important to back up the computer CMOS settings before resetting them in case they are needed later Back up is easily done through Computer Setup See Computer Setup F10 Utility on page 54 for information on backing up the CMOS settings 4 Locate press and hold the CMOS button in for five seconds...

Страница 117: ...tics from one of three places depending on your preference and the health of the computer 1 Turn on the computer and press Esc repeatedly until the BIOS Boot Menu appears 2 Press F2 or select Diagnostics F2 Pressing F2 signals the system to search for the diagnostics in the following locations a A connected USB drive to download the diagnostics tools to a USB drive see the instructions in Download...

Страница 118: ...ext box enter the product name and then click Go or Click Find Now to let HP automatically detect your product 4 Select your computer model and then select your operating system 5 In the Diagnostic section click HP UEFI Support Environment 6 Click Download and then select Run 110 Chapter 9 HP PC Hardware Diagnostics ...

Страница 119: ... You will use a USB flash drive to create a bootable recovery drive that can be used to troubleshoot a computer that is unable to start The USB flash drive can be used to reinstall the original operating system and the programs that were installed at the factory NOTE Any information on the USB flash drive will be erased before the recovery media is created To create the Windows 8 1 recovery media ...

Страница 120: ...stem media and the Driver Recovery media purchased separately see Recovery using Windows operating system media purchased separately on page 113 3 If the HP Recovery partition is listed restart the computer and then press esc while the HP logo is displayed The computer Startup Menu displays 4 Press f11 to select the System Recovery option 5 Choose your keyboard layout 6 Select Troubleshoot 7 Selec...

Страница 121: ... key 4 Follow the on screen instructions After the repair is completed and the Windows desktop appears 1 Remove the Windows operating system media and then insert the Driver Recovery media 2 Install the Hardware Enabling Drivers first and then install Recommended Applications Backing up restoring and recovering in Windows 7 Your computer includes tools provided by HP and Windows to help you safegu...

Страница 122: ...p the computer create recovery media The media can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced There are two types of recovery media To determine which steps to follow for your computer 1 Click the Start button 2 Click All Programs If Security and Protection is listed continue with the steps in Creating recovery media using HP ...

Страница 123: ...h storage capacity it will appear grayed out and you must replace it with a larger USB flash drive Click Next 6 Follow the on screen instructions When the process is complete label the USB flash drive and store it in a secure place Creating recovery discs with HP Recovery Disc Creator select models only HP Recovery Disc Creator is a software program that offers an alternative way to create recover...

Страница 124: ...s that are stored in their associated directories Save customized settings that appear in a window toolbar or menu bar by taking a screen shot of your settings The screen shot can be a time saver if you have to reset your preferences When backing up to discs number each disc after removing it from the drive NOTE For detailed instructions on various backup and restore options perform a search for t...

Страница 125: ...he recovery image is a file that contains a copy of the original factory shipped software To perform a System Recovery from a recovery image see System Recovery when Windows is responding on page 117 or System Recovery when Windows is not responding on page 118 Recovery media Run System Recovery from recovery media that you have created from files stored on your hard disk drive or purchased separa...

Страница 126: ...ructions to continue 6 When Windows has loaded shut down the computer reconnect all peripheral devices and then turn the computer back on System Recovery using recovery media select models only Use the steps provided in this section if you created recovery media using Creating recovery media using HP Recovery Manager select models only on page 114 If you used HP Recovery Disc Creator to create a W...

Страница 127: ...DVD to reboot the computer and repair the operating system To order a Windows 7 operating system DVD contact support Go to http www hp com support select your country or region and follow the on screen instructions CAUTION Using a Windows 7 operating system DVD completely erases the hard drive contents and reformats the hard drive All files that you have created and any software that you have inst...

Страница 128: ...he Windows 7 operating system DVD and then insert the Driver Recovery DVD 2 Follow the on screen instructions to install the Hardware Enabling Drivers first and then install Recommended Applications 120 Chapter 10 System backup and recovery ...

Страница 129: ...m battery can be extended by plugging the computer into a live AC wall socket The lithium battery is only used when the computer is NOT connected to AC power HP encourages customers to recycle used electronic hardware HP original print cartridges and rechargeable batteries For more information about recycling programs go to http www hp com recycle 1 Remove disengage any security devices that prohi...

Страница 130: ...hat extends above one edge of the battery When the battery pops up lift it out 1 b To insert the new battery slide one edge of the replacement battery under the holder s lip with the positive side up Push the other edge down until the clamp snaps over the other edge of the battery 2 Type 3 a Pull back on the clip 1 that is holding the battery in place and remove the battery 2 122 Appendix A Batter...

Страница 131: ...he following steps to complete this procedure 9 Replace the access panel 10 Plug in the computer and turn on power to the computer 11 Reset the date and time your passwords and any special system setups using Computer Setup 12 Lock any security devices that were disengaged when the access panel was removed 123 ...

Страница 132: ... the HP website 2 Follow the instructions to flash the BIOS that are found on the website Flashing the BIOS will reset it back to factory settings 3 Turn on the system and while system is powering on and after the HP splash screen press the F10 key to enter BIOS setup screen 4 Select Security System Security from the main menu If the Embedded Security Device Support option is set to Disable skip t...

Страница 133: ...and AC power cord and turn the computer on The passwords are now cleared and all other user configurable non volatile memory settings are reset to their factory default values 14 Enter the F10 setup utility 15 Select File Default Setup Restore Factory Settings as Default This will set the default settings back to the factory defaults 16 Select File Apply Defaults and Exit 17 Shut down the computer...

Страница 134: ...cy responsible for evaluation in the country where the power cord set will be installed 2 The power cord set must have a minimum current capacity of 10A 7A Japan only and a nominal voltage rating of 125 or 250 volts AC as required by each country s power system 3 The diameter of the wire must be a minimum of 0 75 mm2 or 18AWG and the length of the cord must be between 1 8 m 6 feet and 3 6 m 12 fee...

Страница 135: ... set fittings appliance coupler and wall plug must bear the certification mark of the agency responsible for evaluation in the country where it will be used 2 The flexible cord must be Type SVT or equivalent No 18 AWG 3 conductor The wall plug must be a two pole grounding type with a NEMA 5 15P 15A 125V or NEMA 6 15P 15A 250V configuration 3 Appliance coupler flexible cord and wall plug must bear ...

Страница 136: ...onoperating 38 7 C max wet bulb 10 90 5 95 10 90 5 95 Maximum Altitude unpressurized Operating Nonoperating 10 000 ft 30 000 ft 3048 m 9144 m Power Supply Operating Voltage Range Rated Voltage Range1 Rated Line Frequency Operating Line Frequency 90 264 VAC 100 240 VAC 50 60 Hz 47 63 Hz High Efficiency 180W active PFC 82 85 82 efficient at 20 50 100 load 230V Rated Input Current 3 6A 1 This system ...

Страница 137: ... 113 Driver Recovery media Windows 8 1 113 drives locations 29 E electrostatic discharge ESD 10 preventing damage 11 error codes 96 102 messages 96 expansion card installation 22 removal 22 F f11 recovery Windows 8 111 f11 recovery Windows 8 1 111 fan illustrated 7 fan sink illustrated 7 removal and replacement 40 fan power supply 15 flash drive problems 92 flashing LEDs 102 front bezel illustrate...

Страница 138: ...el components 3 recovery discs steps for creating Windows 7 115 recovery discs using for restore 119 recovery media creating 115 recovery media creating Windows 7 114 recovery partition Windows 8 111 recovery partition Windows 8 1 111 recovery USB flash drive steps for creating Windows 7 115 recovery using Windows 8 operating system media 113 recovery using Windows 8 1 operating system media 113 r...

Страница 139: ...y discs 115 steps for creating recovery media 114 steps for creating recovery USB flash drive 115 System Recovery 117 System Recovery using recovery media 118 System Restore 116 Windows 7 operating system discs using for restore 119 Windows 7 operating system DVD creating 115 using for restore 119 Windows 7 operating system media creating 115 Windows 8 backup and restore 111 Driver Recovery media ...

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