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Solving software problems

Most software problems occur as a result of the following:

●

The application was not installed or configured correctly.

●

There is insufficient memory available to run the application.

●

There is a conflict between applications.

●

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

●

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

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

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

Cause

Solution

ROM issue - POST error has occurred.

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

POST error messages and diagnostic front panel LEDs and

audible codes on page 85

to determine possible causes.

See the Worldwide Limited Warranty for terms and conditions.

“Illegal Operation has Occurred” error message is displayed.

Cause

Solution

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

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

Configuration files are corrupt.

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

Chapter 6 Troubleshooting without diagnostics

Содержание ProDesk 400 G4

Страница 1: ...Maintenance and Service Guide HP ProDesk 480 G4 MT and HP ProDesk 400 G4 MT ...

Страница 2: ...are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein The information contained herein is subject to change without notice The only warranties for HP products and services are set forth in the express war...

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: ...damage to equipment 15 Personal grounding methods and equipment 15 Grounding the work area 15 Recommended materials and equipment 16 Operating guidelines 16 Routine care 17 General cleaning safety precautions 17 Cleaning the computer case 17 Cleaning the keyboard 17 Cleaning the monitor 18 Cleaning the mouse 18 Service considerations 18 Tools and software requirements 18 Screws 18 Cables and conne...

Страница 6: ... Setup Advanced 49 Recovering the Configuration Settings 54 6 Troubleshooting without diagnostics 55 Safety and comfort 55 Before you call for technical support 55 Helpful hints 56 Solving general problems 57 Solving power problems 61 Solving hard drive problems 62 Solving media card reader problems 64 Solving display problems 65 Solving audio problems 69 Solving printer problems 71 Solving keyboa...

Страница 7: ...ts only 98 Using Windows tools 99 Restore and recovery 99 Recovering using HP Recovery Manager 100 What you need to know before you get started 100 Using the HP Recovery partition select products only 101 Using HP Recovery media to recover 101 Changing the computer boot order 101 Removing the HP Recovery partition select products only 101 Backing up restoring and recovering in Windows 7 102 Creati...

Страница 8: ...112 Nonvolatile memory 114 Questions and answers 117 Using HP Sure Start select models only 118 Appendix C Power cord set requirements 119 General requirements 119 Japanese power cord requirements 119 Country specific requirements 120 Appendix D Specifications 121 Index 122 viii ...

Страница 9: ...guration features Features may vary depending on the model For support assistance and to learn more about the hardware and software installed on the computer model run the HP Support Assistant utility Standard configuration features 1 ...

Страница 10: ...s port connects a USB device provides high speed data transfer and even when the computer is off charges products such as a cell phone camera activity tracker or smartwatch NOTE When a device is plugged into the combo jack a dialog box will open asking if you want to use the connector for a microphone line in device or a headphone You can reconfigure the connector at any time by double clicking th...

Страница 11: ...a device is plugged into the audio in jack a dialog box will open asking if you want to use the connector for a microphone line in device or a headphone You can reconfigure the connector at any time by double clicking the Audio Manager icon in the Windows taskbar When a graphics card is installed in one of the system board slots the video connectors on the graphics card and or the integrated graph...

Страница 12: ...of China Front bezel For use on computer models in all country and regions except the People s Republic of China For use on computer models only in the People s Republic of China Blank bezel System boards includes replacement thermal material For use on HP ProDesk 480 G4 MT computer models Equipped with the Windows 10 operating system for use in the People s Republic of China Equipped with a non W...

Страница 13: ... W Intel Core i3 6100 3 7 GHz processor 3 0 MB L3 cache dual core 65 W R 0 Intel Celeron G4620 3 70 GHz processor 2 0 MB L3 cache dual core 65 W Intel Celeron G4600 3 60 GHz processor 2 0 MB L3 cache dual core 65 W Intel Celeron G4560 3 50 GHz processor 2 0 MB L3 cache dual core 65 W Intel Celeron G4500 3 50 GHz processor 3 0 MB L3 cache dual core 65 W Intel Celeron G4400 3 30 GHz processor 2 0 MB...

Страница 14: ...eplacement thermal material Hard drive 2 TB 7200 rpm SATA 1 TB 7200 rpm SATA 1 TB 7200 rpm Hybrid NAND 1 TB 5400 rpm Hybrid 8 GB 500 GB 7200 rpm SATA 500 GB 7200 rpm SATA with self encryption and OPAL2 500 GB 5400 rpm with Federal Information Processing Standard FIPS security and OPAL2 500 GB 7200 rpm Hybrid 8 GB NAND with OPAL2 5 25 in to 3 5 in hard drive adapter 3 5 in to 2 5 in Universal Singl...

Страница 15: ...Brazil For use in Denmark For use in Europe For use in Israel For use in Italy For use in the People s Republic of China For use in South Africa For use in South Korea For use in Switzerland For use in Taiwan For use in the United Kingdom and Singapore Power cord with C13 receptacle 1 83 meter 6 00 feet 5 15P for use in Thailand Power cord with C13 receptacle 1 83 meter 6 00 feet 6 amp for use in ...

Страница 16: ...ht connector RF solution 11 in SATA cable straight to straight connector RF solution 8 in Serial port cable 150 mm Expansion cards DisplayPort option board DVI to VGA HF adapter HDMI option board Parallel port PCIe x1 card PS 2 Serial port assembly Serial port assembly USB 3 1 Type C PCI 3 x1 LP card USB Type C option card VGA option board Graphics cards AMD RX 460 FH 2 GB GDDR 5 PCIex1 graphics c...

Страница 17: ...rica For use in Norway For use in the People s Republic of China For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim Windows 8 keyboard For use in Be...

Страница 18: ...in the People s Republic of China For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless Windows 8 keyboard mouse and dongle combination For use in Belg...

Страница 19: ... use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP Antimicrobial slim business keyboard for use in the People s Republic of China HP USB slim business keyboard in grey finish for u...

Страница 20: ...e People s Republic of China For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States USB PS 2 washable Windows 8 keyboard BFR PVC For use in Canada For use in Latin ...

Страница 21: ...ock HP master keyed cable lock Solenoid lock Mouse HP PS 2 optical mouse HP USB antimicrobial mouse HP USB hardened mouse HP USB laser mouse HP USB mouse in grey finish HP USB optical mouse USB PS 2 washable mouse USB 3 0 SD Card reader Miscellaneous parts 13 ...

Страница 22: ...r a while but it has been degraded in the internal layers reducing its life expectancy Networks built into many integrated circuits provide some protection but in many cases the discharge contains enough power to alter device parameters or melt silicon junctions Generating static The following table shows how humidity affects the electrostatic voltage levels generated by different activities A pro...

Страница 23: ...e connected to the banana plug connector on the grounding mat or workstation and fit snugly into it Heel straps Toe straps Boot straps can be used at standing workstations and are compatible with most types of shoes or boots On conductive floors or dissipative floor mats use them on both feet with a maximum of one megohm 10 resistance between the operator and ground Static Shielding Protection Lev...

Страница 24: ...a sturdy level surface Leave a 10 2 cm 4 inch clearance on all vented sides of the computer and above the monitor to permit the required airflow Never restrict the airflow into the computer by blocking any vents or air intakes Do not place the keyboard with the keyboard feet down directly against the front of the desktop unit as this also restricts airflow Occasionally clean the air vents on all v...

Страница 25: ... mild dishwashing liquid diluted with water Rinse well by wiping the surface with a cloth or swab dampened with clear water For stubborn stains use isopropyl rubbing alcohol No rinsing is needed alcohol will evaporate quickly without leaving a residue After cleaning always wipe the unit with a clean lint free cloth Occasionally clean the air vents on the computer Lint and other foreign matter can ...

Страница 26: ...mouse ball by first removing the retaining plate and the ball from the housing Pull out any debris from the ball socket and wipe the ball with a clean dry cloth before reassembly To clean the mouse body follow the procedures in Cleaning the computer case on page 17 Service considerations Listed below are some of the considerations that you should keep in mind during the disassembly and assembly of...

Страница 27: ...ves from any height onto any surface If you are inserting or removing a hard drive turn off the computer Do not remove a hard drive while the computer is on or in standby mode Before handling a drive ensure that you are discharged of static electricity While handling a drive avoid touching the connector Do not use excessive force when inserting a drive Avoid exposing a hard drive to liquids temper...

Страница 28: ...he Self Monitoring Analysis and Recording Technology SMART ATA drives for HP personal computers have built in drive failure prediction that warns the user or network administrator of an impending failure crash of the hard drive The SMART drive tracks fault prediction and failure indication parameters such as reallocated sector count spin retry count and calibration retry count If the drive determi...

Страница 29: ...tion on page 14 for initial safety procedures 1 Remove disengage any security devices that prohibit opening the computer 2 Remove all removable media such as compact discs or USB flash drives from the computer 3 Turn off the computer properly through the operating system then turn off any external devices 4 Disconnect the power cord from the power outlet and disconnect any external devices CAUTION...

Страница 30: ...ge 21 2 Position the computer with the rear toward you 3 Loosen the access panel locking screw 1 4 Use the access panel release handle 2 to release the access panel 5 Remove the access panel 3 Reverse this procedure to install the access panel 22 Chapter 4 Removal and replacement procedures ...

Страница 31: ... on page 22 3 Position the computer in the horizontal mode with the front facing toward you 4 Release the three tabs 1 on the top of the front bezel from the computer chassis 5 Swing the top edge of the front bezel 2 away from the computer chassis 6 Remove the front bezel Reverse this procedure to install the front bezel Front bezel 23 ...

Страница 32: ...panel see Access panel on page 22 3 Position the computer with the front panel toward you 4 Disconnect the speaker cable 1 from the system board 5 Remove the two Torx 15 M3 5 8 5 screws 2 that secure the speaker to the computer chassis 6 Remove the speaker 3 Reverse this procedure to install the speaker 24 Chapter 4 Removal and replacement procedures ...

Страница 33: ...ess panel see Access panel on page 22 3 Position the computer with the front panel toward you 4 Disconnect the card reader module cable 1 from the system board 5 Remove the Torx 15 M3 5 8 5 screw 2 that secures the card reader module to the computer chassis 6 Remove the card reader module 3 Reverse this procedure to install the card reader module Card reader module 25 ...

Страница 34: ...l see Access panel on page 22 3 Position the computer with the rear panel toward you 4 Disconnect the hood sensor module cable 1 from the system board 5 Release the hood sensor module 2 from the retention clip built into the computer chassis 6 Remove the hood sensor module Reverse this procedure to install the hood sensor module 26 Chapter 4 Removal and replacement procedures ...

Страница 35: ...access panel see Access panel on page 22 3 Position the computer with the rear panel toward you 4 Disconnect the serial port module cable 1 from the system board 5 Remove the two 3 16 screwlocks 2 that secure the serial port module to the computer chassis 6 Remove the serial port module 3 Reverse this procedure to install the serial port module Serial port module 27 ...

Страница 36: ...ess panel see Access panel on page 22 3 Position the computer with the rear panel toward you 4 Disconnect the fan cable 1 from the system board 5 Remove the three Phillips PM4 8 12 2 screws 2 that secure the fan to the computer chassis 6 Remove the fan 3 Reverse this procedure to install the fan 28 Chapter 4 Removal and replacement procedures ...

Страница 37: ... 22 NOTE 3 5 inch drives can be installed in either of the drive cage bays 3 Disconnect the device power cable 1 from the 3 5 inch drive 4 Disconnect the device SATA cable 2 from the 3 5 inch drive NOTE A 2 5 inch drive can be installed in the drive cage 2 5 inch drive 5 Disconnect the device power cable 1 from the 2 5 inch drive Drive cage 29 ...

Страница 38: ... cage 1 to disengage the cage from the computer chassis cad edit need up arrows on rear edge for release adjust other callouts 8 Slide the drive cage 2 toward the rear panel 9 Remove the drive cage 3 Reverse this procedure to install the drive cage 30 Chapter 4 Removal and replacement procedures ...

Страница 39: ...he access panel see Access panel on page 22 3 Remove the drive cage see Drive cage on page 29 4 Remove the two Torx 15 M3 4 7 3 screws 1 that secure the 3 5 inch drive to the drive cage 5 Slide the 3 5 inch drive 2 toward the inside of the drive cage and then remove the 3 5 inch drive Reverse this procedure to install a 3 5 inch drive 3 5 inch drive 31 ...

Страница 40: ...Access panel on page 22 3 Remove the drive cage see Drive cage on page 29 4 Remove the 3 5 inch drive see 3 5 inch drive on page 31 5 Remove the three Torx 15 M3 4 7 3 screws 1 that secure the 2 5 inch drive to the drive cage 6 Remove the 2 5 inch drive 2 from the drive cage Reverse this procedure to install a 2 5 inch drive 32 Chapter 4 Removal and replacement procedures ...

Страница 41: ...on and or oxidation 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 ensure that you are discharged of static electricity by briefly touching a grounded metal object When handling a memory module be careful not to touch any of the contacts Doing so may dam...

Страница 42: ... on page 22 3 Remove the drive cage see Drive cage on page 29 4 Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the computer chassis 5 Rotate the slot cover release latch to the open position 6 Before installing an expansion card remove the expansion slot cover or the existing expansion card NOTE Before removing an installed expans...

Страница 43: ...n 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 35 ...

Страница 44: ...moved card in anti static packaging 8 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 cover for proper cooling of internal components during operation Reverse this procedure to install an expansion card Reconfigure the computer if necessary 36 Chapter...

Страница 45: ...wer supply cables 1 from the three power supply cable connectors on the system board 6 Release the power supply cable from the two cable tie wraps 2 NOTE The cable tie wraps will be destroyed in this step Replacement cable tie wraps are included in the power supply spare part kit 7 Remove the three Torx 15 M3 5 9 2 screws 3 that secure the power supply to the computer chassis 8 Slide the power sli...

Страница 46: ...en the four slotted Torx 15 captive screws 2 that secure the fan sink to the computer chassis NOTE Due to the adhesive nature of the thermal material located between the fan sink and the processor it may be necessary to move the fan sink from side to side when removing the it 6 Remove the fan sink 3 NOTE The thermal material must be thoroughly cleaned from the surfaces of the fan sink and the proc...

Страница 47: ...Reverse this procedure to install the fan sink Fan sink 39 ...

Страница 48: ... Fan sink on page 38 5 Slide the processor release lever 1 to the right until it clears the locking clip 6 Swing the processor release lever 2 up and back as far as it will go 7 Swing the processor retention bracket 3 up and back as far as it will go 8 Lift the processor 4 straight up and remove it NOTE When installing the processor the gold triangle 5 on the processor must be aligned with the tri...

Страница 49: ... a Drive cage see Drive cage on page 29 b Serial port module see Serial port module on page 27 c Fan sink see Fan sink on page 38 NOTE When replacing the system board be sure that the processor see Processor on page 40 is removed from the defective system board and installed on the replacement system board 3 Disconnect the following cables from the system board 1 Power supply cables from three loc...

Страница 50: ...opening in the front of the computer chassis 6 Swing the rear edge of the system board 2 up and forward until the components on the rear edge are clear of the rear panel 7 Remove the system board 3 by sliding the rear edge up and back at an angle Reverse this procedure to install the system board 42 Chapter 4 Removal and replacement procedures ...

Страница 51: ... different types of boot sources Configure features such as 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...

Страница 52: ...e Advanced and Main menus to those previously saved by Save Custom Defaults select Apply Custom Defaults and Exit If no custom defaults have been saved then factory defaults are used NOTE Settings in the Security menu are not modified by Apply Defaults Those values are reset by Restore Security Settings to Default at the bottom of the Security menu NOTE Not all settings shown in the following sect...

Страница 53: ...te Serial Number SKU number UUID Universally Unique Identifier Asset Tracking Number Feature Byte Build ID Product Family System Board ID System Board CT Integrated MAC Address System Diagnostics If the hard drive has the HP Advanced Diagnostics installed the application will launch If HP Advanced Diagnostics is not installed then a basic version built into the BIOS will provide the capability to ...

Страница 54: ...the BIOS file to the correct location on the hard drive or USB device System IDs Lets you set the following values Asset Tracking Number Ownership Tag Replicated Setup Backup current settings to USB device Saves system configuration to a formatted USB flash media device Restore current settings from USB device Restores system configuration from a USB flash media device Save Custom Defaults Saves t...

Страница 55: ...olicies 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 Ignore to not allow the absence of the password jumper to clear the passwords at boot up Default is ...

Страница 56: ...rive has been erased with a program that utilizes Secure Erase firmware commands no file recovery program partition recovery program or other data recovery method will be able to extract data from the drive Save Restore MBR of the system hard drive NOTE Windows 8 1 and Windows 10 systems are generally not formatted to include an MBR Instead they use GUID Partition Table GPT format which better sup...

Страница 57: ...duled Power On This feature wakes the system up from a powered off state at a specified date and time Boot Options Select the devices that the computer can boot from as well as other options including Startup Menu Delay sec Enabling this feature will add a user specified delay to the POST process One purpose for the delay is to provide additional time to activate hotkeys such as Esc for the Startu...

Страница 58: ...e Secure Boot Configuration Configure Legacy Support and Secure Boot Legacy Support Lets you turn off all legacy support on the computer including booting to DOS running legacy graphics cards booting to legacy devices and so on Windows 7 for instance requires legacy support whereas Windows 8 does not Secure Boot Lets you make sure an operating system is legitimate before booting to it making Windo...

Страница 59: ...N Controller Select to show the device in the operating system Default is enabled Wake On LAN Lets you either disable the Wake On LAN feature or configure where the computer boots including the network or hard drive Default is Boot to Network Dust Filter Select to enable the Dust Filter replacement reminder which can be set for 15 30 60 90 120 or 180 days The reminder will show during POST after t...

Страница 60: ...r policies within the operating system since USB devices can be moved to different ports The ports disabled by the BIOS will remain disabled until the system is restarted Option ROM Launch Policy These policies control whether Legacy Option ROMs or UEFI drivers are loaded Default is All legacy for Windows 7 and other non Windows configurations Default is All UEFI for Windows 8 1 or later Configure...

Страница 61: ...rear ports labeled with 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 cli...

Страница 62: ...n page 45 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 computer configuration settings to a USB flash media device and save the device for possibl...

Страница 63: ...lashing lights are error codes that will help you diagnose the problem Refer to POST error messages and diagnostic front panel LEDs and audible codes on page 85 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 a...

Страница 64: ...e 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 POST error messages and diagnostic front panel LEDs and audible codes on page 85 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If...

Страница 65: ... 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 acces...

Страница 66: ...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 using C...

Страница 67: ...Utility click Open Task Manager c Select applications that you do not want to launch automatically and the click Disable Some software applications especially games are stressful on the graphics subsystem 1 Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the...

Страница 68: ...e system board turns on 3 Replace the system board OR Press and hold the power button for less than 4 seconds If the hard drive LED does not turn on white then 1 Check that the unit is plugged into a working AC outlet 2 Open the access panel and check that the power button cable is properly connected to the system board 3 Check that the power supply cables are properly connected to the system boar...

Страница 69: ...essor fan 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 Computer powered off automatically and the Power ...

Страница 70: ...r from the list of applications In the left column expand This PC 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 p...

Страница 71: ...ed Boot Options 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 Advanced Port Options Boot order is...

Страница 72: ...t 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 located on the bot...

Страница 73: ...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 74: ... select 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 D...

Страница 75: ... 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 76: ...1 Restart the computer 2 Press and hold the F8 key 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 ...

Страница 77: ...bol You can copy the symbol from the Character Map into a document In Windows 7 click Start select All Programs select Accessories select System Tools and then select Character Map In Windows 10 type ch in the taskbar search box and then select Character Map from the list of applications Solving audio problems If the computer has audio features and you encounter audio problems see the common cause...

Страница 78: ...r the DisplayPort connection if applicable so multiple audio devices may be listed in Device Manager Make sure the correct device is being used To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager 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 app...

Страница 79: ...anager Make sure the correct device is being used To access Device Manager in Windows 7 click Start select Control Panel and then select Device Manager 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 has selected ...

Страница 80: ... it off for one minute then turn it back on Printer 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 wor...

Страница 81: ...u 2 Use the arrow keys to select Shut Down and then press Enter 3 After the shutdown is complete plug the mouse connector into the back of the computer or the keyboard and restart Windows 10 1 Press the Ctrl and Esc keys at the same time or press the Windows logo key to display the Start menu 2 Use the arrow keys to scroll to and select the power icon at the top right on the menu and then press En...

Страница 82: ...se roller ball or the rotating encoder shafts that make contact with the ball are dirty Remove roller ball cover from the bottom of the mouse and clean the internal components with a mouse cleaning kit available from most computer stores 74 Chapter 6 Troubleshooting without diagnostics ...

Страница 83: ...ce is not turned on Turn off the computer turn on the external device then turn on the computer to integrate the device with the computer system When the system advised you of changes to the configuration you did not accept them Reboot the computer and follow the instructions for accepting the changes A plug and play board may not automatically configure when added if the default configuration con...

Страница 84: ...y with HP memory 4 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 Network driver does not detect network controller Cause Solution Network controller is disabled 1 Run Computer Setup and enable net...

Страница 85: ...er is not properly loaded Reinstall network drivers System cannot autosense the network Disable auto sensing capabilities and force the system into the correct operating mode Diagnostics reports a failure Cause Solution 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 devi...

Страница 86: ...ing the Recovery Disc Set in Windows 7 or Windows recovery tools in Windows 10 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...

Страница 87: ...System setup utility reports unprogrammed EEPROM Cause Solution Unprogrammed EEPROM Contact an authorized service provider Solving network problems 79 ...

Страница 88: ...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 89: ...ve not found identified Cause Solution The device is attached 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...

Страница 90: ...problems consult your Internet Service Provider ISP or refer to the common causes and solutions listed in the following table Unable to connect to the Internet Cause Solution Internet Service Provider ISP account is not set up properly Verify Internet settings or contact your ISP for assistance Web browser is not set up properly Verify that the Web browser is installed and set up to work with your...

Страница 91: ...k the Delete button Windows 10 1 Type control panel in the taskbar search box and then select Control Panel from the list of applications 2 Click Internet Options 3 In the Browsing history section click the Delete button 4 Select the Cookies and website data check box and click the Delete button Cannot automatically launch Internet programs Cause Solution You must log on to your ISP before some pr...

Страница 92: ...ll not continue and the HP logo does not display Cause Solution ROM issue POST error has occurred Observe the beeps and LED lights on the front of the computer See POST error messages and diagnostic front panel LEDs and audible codes on page 85 to determine possible causes See the Worldwide Limited Warranty for terms and conditions Illegal Operation has Occurred error message is displayed Cause So...

Страница 93: ...basis To establish the schedule reconfigure the computer to the Full Boot Every x Days mode using Computer Setup NOTE For more information on Computer Setup see Computer Setup F10 Utility on page 43 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 ...

Страница 94: ... 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 00C PMM Deallocation Error during MEBx Cleanup Memory error du...

Страница 95: ...memory modules replace the system board 2E3 Incompatible Memory Module in Memory Socket s X X A memory module in memory socket identified in the error message is missing critical SPD information or is incompatible with the chipset 1 Verify proper memory module type 2 Try another memory socket 3 Replace with a supported module 2E4 DIMM Configuration Warning The current memory configuration is not o...

Страница 96: ...OS on page 92 3 Replace the hard disk drive 3F2 Hard Disk 2 Error Hard disk 2 error 1 Check and or replace cables 2 Clear CMOS See Password security and resetting CMOS on page 92 3 Replace the hard disk drive 400 Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to the same resources 1 Remove any serial port expansion cards 2 Clear CMOS See Password secur...

Страница 97: ... The system has detected a wireless module installed in the system that is not supported and has been disabled Replace with a supported module 800 Keyboard Error Keyboard failure 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Replace keyboard 801 Keyboard or System Unit Error Keyboard failure 1 Reconnect the k...

Страница 98: ...ply fan 910 Filter Warning Airflow filter is dirty Replace the airflow filter Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup the BIOS validates the functionality of the following subsystems and conditions AC adapter System board power Processor failure BIOS corruption Memory failure Graphics failure Syst...

Страница 99: ...he embedded controller is checking or recovering the boot block Hardware 3 2 The embedded controller has timed out waiting for BIOS to return from memory initialization 3 3 The embedded controller has timed out waiting for BIOS to return from graphics initialization 3 4 The system board displays a power failure crowbar 3 5 The processor is not detected 3 6 The processor does not support an enabled...

Страница 100: ...se they are needed later Back up can be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Computer Setup F10 Utility on page 43 for information on backing up the BIOS settings Resetting CMOS resets BIOS settings to default but does not clear the passwords or affect any of the other Security settings On Intel systems with advanced manageability features r...

Страница 101: ...can be performed in Computer Setup or using the BiosConfigUtility tool available from www hp com See Computer Setup F10 Utility on page 43 for information on backing up the BIOS settings Resetting CMOS resets BIOS settings to default but does not clear the passwords or affect any of the other Security settings On Intel systems with advanced manageability features resetting CMOS will also partially...

Страница 102: ...emove the access panel 4 Locate the header and jumper labeled CMOS PSWD NOTE The password jumper is blue so that it can be easily identified 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 equipment 8 Plug in the computer and turn on power Allow the operating system to star...

Страница 103: ...ord To delete the power on or setup password complete the following steps 1 Turn on or restart the computer To delete the Setup password go to step 2 To delete the Power on password go to step 3 2 To delete the Setup password as soon as the computer turns on Press the Esc key while Press the ESC key for Startup Menu message is displayed Press the F10 key to enter Computer Setup 3 When the key icon...

Страница 104: ...ostics UEFI to a USB device on page 96 b Hard drive c BIOS 3 When the diagnostic tool opens select the type of diagnostic test you want to run and then follow the on screen instructions NOTE If you need to stop a diagnostic test press esc Downloading HP PC Hardware Diagnostics UEFI to a USB device NOTE The HP PC Hardware Diagnostics UEFI download instructions are provided in English only and you m...

Страница 105: ...mputer and then select your operating system 5 In the Diagnostic section follow the on screen instructions to select and download the UEFI version you want Downloading HP PC Hardware Diagnostics UEFI to a USB device 97 ...

Страница 106: ... personal information For more information see Using Windows tools on page 99 NOTE If storage is 32 GB or less Microsoft System Restore is disabled by default Creating HP Recovery media select products only If possible check for the presence of the Recovery partition and the Windows partition From the Start menu select File Explorer If your computer does not list the Windows partition and the Reco...

Страница 107: ...r country or region and follow the on screen instructions Be sure that the computer is connected to AC power before you begin creating the recovery media The creation process can take an hour or more Do not interrupt the creation process If necessary you can exit the program before you have finished creating all of the recovery DVDs HP Recovery Manager will finish burning the current DVD The next ...

Страница 108: ...obtained from HP or by using the HP Recovery partition select products only If you have not already created recovery media see Creating HP Recovery media select products only on page 98 What you need to know before you get started HP Recovery Manager recovers only software that was installed at the factory For software not provided with this computer you must either download the software from the ...

Страница 109: ...uctions Using HP Recovery media to recover You can use HP Recovery media to recover the original system This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly 1 If possible back up all personal files 2 Insert the HP Recovery media and then restart the computer NOTE If the computer does not automatically restart in HP Recovery Mana...

Страница 110: ...ng system in cases where the hard drive is corrupted or has been replaced See Creating recovery media on page 102 2 As you add hardware and software programs create system restore points A system restore point is a snapshot of certain hard drive contents saved by Windows System Restore at a specific time A system restore point contains information that Windows uses such as registry settings Window...

Страница 111: ...you the size of the drive required to store all the data minimum of 8 GB NOTE The process of creating recovery media is lengthy You can quit the process at any time The next time you initiate the process it resumes where it left off NOTE Do not use media cards for creating recovery media The system may not be able to boot up from a media card and you may not be able to run system recovery To creat...

Страница 112: ...y DVD R DVD R DL DVD R DVD R DL or DVD RW The discs you use will depend on the type of optical drive you are using Creating recovery discs NOTE The Windows 7 operating system DVD can be created only once The option to create that media will not be available after you create a Windows DVD To create the Windows DVD 1 Select Start All Programs Productivity and Tools HP Recovery Disc Creator 2 Select ...

Страница 113: ...formation use System Restore to return the computer to a previous restore point NOTE Always use this System Restore procedure before you use the System Recovery feature To start System Restore 1 Close all open programs 2 Click the Start button right click Computer and then click Properties 3 Click System protection System Restore click Next and then follow the on screen instructions System Recover...

Страница 114: ...ed follow the steps in System Recovery when Windows is not responding on page 106 5 Click Security and Protection click Recovery Manager and then click Recovery Manager If prompted click Yes to allow the program to continue 6 Under I need help immediately click System Recovery 7 Select Yes and then click Next Your computer restarts 8 When the computer restarts you will see the Recovery Manager wel...

Страница 115: ... as the computer is powering on to display the startup menu 5 Use the arrow keys to select the boot menu and press Enter Use the arrow keys to select the location where the recovery media is inserted USB or DVD Press Enter to boot from that device 6 If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive select Media On the Welcome screen under I need help immediately ...

Страница 116: ...tart the computer and then insert the Windows 7 operating system DVD into the optical drive before the Windows operating system loads NOTE If the computer does not boot to the DVD restart the computer and press Esc as the computer is powering on to see the startup menu Use the arrow keys to select the boot menu and press Enter Use the arrow keys to select the location where the recovery DVD is ins...

Страница 117: ...f the lithium battery can be extended by plugging the computer into a live AC wall socket The lithium battery is only used when the computer is NOT connected to AC power HP encourages customers to recycle used electronic hardware HP original print cartridges and rechargeable batteries For more information about recycling programs go to http www hp com recycle 1 Remove disengage any security device...

Страница 118: ...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 2 110 Appendix A Batter...

Страница 119: ...he following steps to complete this procedure 8 Replace the access panel 9 Plug in the computer and turn on power to the computer 10 Reset the date and time your passwords and any special system setups using Computer Setup 11 Lock any security devices that were disengaged when the access panel was removed 111 ...

Страница 120: ...commended 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 NOTE If the system has a BIOS administrator password enter the password at the prompt b Select Main select Restore Defaults and then select Yes to load defaults c Select the Security menu select Restore Security Level Defaults and then select ...

Страница 121: ...ed at the bottom of the screen b Select the Security menu and scroll down to the Utilities menu c Select Hard Drive Tools d Under Utilities select Secure Erase select the hard drive storing the data you want to clear and then follow the on screen instructions to continue or Clear the contents of the drive by using the following Disk Sanitizer command steps IMPORTANT If you clear data using Disk Sa...

Страница 122: ...mory 256 bytes No Yes Stores system date and time and noncritical data RTC battery backed up CMOS is programmed using the Computer Setup BIOS or changing the Microsoft Windows date and time This memory is not write protected Controller NIC EEPROM 64 kilobytes not customer accessible No Yes Stores NIC configuration and NIC firmware NIC EEPROM is programmed using a utility from the NIC vendor that c...

Страница 123: ...nagement Engine Firmware present in only specific ZBook and EliteBook models For more information go to http www hp com support and select your country Select Drivers Downloads and then follow the on screen instructions 1 5 megabytes or 5 megabytes Yes Yes Stores Management Engine Code Settings Provisioning Data and iAMT third party data store Management Engine Code is programmed at the factory Co...

Страница 124: ... 802 11 WLAN EEPROM is programmed at the factory Tools for writing data to this memory are not made public A utility is required for writing data to this memory and is typically not made available to the public unless a firmware upgrade is necessary to address a unique issue Webcam 64 kilobit No Yes Stores webcam configuration and firmware Webcam memory is programmed using a utility from the devic...

Страница 125: ...FI 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 system information and...

Страница 126: ...r 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 Security menu select Secure Boot Configuration and then follow the on screen instructions c At the Secure Boot Configuration window select Secure Boot select Clear Secure Boot Keys and then follow the on screen instructions to continue Using HP Sure Start select models on...

Страница 127: ...ited agency responsible for evaluation in the country where the power cord set will be installed 2 The power cord set must have a minimum current capacity of 10A 7A Japan only and a nominal voltage rating of 125 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...

Страница 128: ... 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 a T ...

Страница 129: ...dity noncondensing Operating Nonoperating 38 7 C max wet bulb 10 90 5 95 10 90 5 95 Maximum Altitude unpressurized Operating Nonoperating 16 404 ft 50 000 ft 5 000 m 15 240 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 Standard Efficiency High Efficiency 180 W 310 w active PFC 82 85 82 efficient at...

Страница 130: ...VGA monitor 3 country power cord set requirements 120 Customer Support 55 D deleting a Power On password 95 deleting a Setup password 95 disassembly preparation 21 DisplayPort monitor connector 3 drive cage removal and replacement 29 Driver Recovery DVD creating 104 using for restore 107 E electrostatic discharge ESD 14 preventing damage 15 error codes 85 90 messages 85 expansion card removal and ...

Страница 131: ...er 64 memory 80 monitor 65 mouse 72 network 76 power 61 printer 71 software 84 processor removal and replacement 40 R rear panel components 3 recovery discs steps for creating Windows 7 103 recovery discs using for restore 107 recovery media creating 104 recovery media creating Windows 7 102 recovery USB flash drive steps for creating Windows 7 103 removal and replacement 2 5 inch drive 32 3 5 inc...

Страница 132: ...8 Windows 7 backing up information 104 backup and recovery 102 Backup and Restore 105 creating backups 102 creating recovery media 102 creating system restore points 102 hard drive recovery 105 Help and Support 102 steps for creating recovery discs 103 steps for creating recovery media 103 steps for creating recovery USB flash drive 103 System Recovery 105 System Recovery using recovery media 107 ...

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