Maintenance & Service Guide
HP 205 G1 All-in-One Business PC
HP 18 All-in-One Business PC
© Copyright 2013, 2014 Hewlett-Packard
Development Company, L.P. The information
contained herein is subject to change without
notice.
Microsoft and Windows are U.S. registered
trademarks of the Microsoft group of
companies.
The only warranties for HP products and
services 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.
This document contains proprietary
information that is protected by copyright. No
part of this document may be photocopied,
reproduced, or translated to another language
without the prior written consent of HewlettPackard Company.
Second Edition (May 2014)
First Edition (November 2013)
Document Part Number: 751755-002
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 on all editions of
Windows 8. This computer may require
upgraded and/or separately purchased
hardware, drivers, and/or software to take full
advantage of Windows 8 functionality. See
http://www.microsoft.com for details.
About This Book
WARNING! Text set off in this manner indicates that failure to follow 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
iv About This Book
Table of contents
1 Product Features ........................................................................................................................................... 1
Overview ................................................................................................................................................................ 1
Front components ................................................................................................................................................. 2
Top components .................................................................................................................................................... 2
Right components .................................................................................................................................................. 3
Left components .................................................................................................................................................... 4
Rear components ................................................................................................................................................... 5
2 Activating and Customizing the Software ........................................................................................................ 6
Activating and customizing the software in Windows 8 ....................................................................................... 6
Activating the Windows Operating System ........................................................................................ 6
Downloading Windows 8 updates ....................................................................................................... 6
Customizing the monitor display ........................................................................................................ 6
3 Illustrated parts catalog ................................................................................................................................ 7
Boards and memory .............................................................................................................................................. 7
Miscellaneous parts ............................................................................................................................................... 8
Mass storage devices ............................................................................................................................................. 9
Cables ..................................................................................................................................................................... 9
Sequential part number listing .............................................................................................................................. 9
4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation ............................................ 11
SATA hard drives .................................................................................................................................................. 11
SATA hard drive cables ........................................................................................................................................ 11
SATA data cable ................................................................................................................................. 11
SMART ATA drives ................................................................................................................................................ 12
Electrostatic discharge information ................................................................................................................... 12
Generating static ............................................................................................................................... 12
Preventing electrostatic damage to equipment .............................................................................. 12
Personal grounding methods and equipment .................................................................................. 13
Grounding the work area .................................................................................................................. 13
Recommended materials and equipment ........................................................................................ 14
Operating guidelines ........................................................................................................................................... 14
Routine care ......................................................................................................................................................... 15
General cleaning safety precautions ................................................................................................ 15
Cleaning the computer case .............................................................................................................. 15
v
Cleaning the keyboard ...................................................................................................................... 15
Cleaning the display .......................................................................................................................... 16
Cleaning the mouse ........................................................................................................................... 16
Service considerations ........................................................................................................................................ 16
Tools and software requirements .................................................................................................... 16
Screws ............................................................................................................................................... 16
Cables and connectors ...................................................................................................................... 17
Hard drives ........................................................................................................................................ 17
Lithium coin cell battery ................................................................................................................... 17
5 Removal and Replacement Procedures All-in One (AIO) Chassis ....................................................................... 18
Preparing to disassemble the computer ............................................................................................................. 18
Rear cover ............................................................................................................................................................ 19
Stand assembly ................................................................................................................................................... 20
Webcam module .................................................................................................................................................. 21
Replacing drives .................................................................................................................................................. 22
Replacing the hard disc drive with a 3.5-inch drive or a 2.5-inch drive ........................................... 22
Replacing the optical disc drive ........................................................................................................ 25
Front bezel ........................................................................................................................................................... 27
Converter board ................................................................................................................................................... 29
Power button board ............................................................................................................................................. 31
Speakers .............................................................................................................................................................. 33
Fan ....................................................................................................................................................................... 34
Hard drive and optical drive cables and connectors ........................................................................................... 36
System board cover ............................................................................................................................................. 38
Memory ................................................................................................................................................................ 40
WLAN module ...................................................................................................................................................... 42
RTC battery .......................................................................................................................................................... 43
System board ....................................................................................................................................................... 45
Display panel ....................................................................................................................................................... 48
6 Computer Setup (F10) Utility ........................................................................................................................ 50
Computer Setup (F10) Utilities ............................................................................................................................ 50
Using Computer Setup (F10) Utilities ............................................................................................... 51
Computer Setup—File ...................................................................................................................... 52
Computer Setup—Storage ............................................................................................................... 53
Computer Setup—Security ............................................................................................................... 54
Computer Setup—Power .................................................................................................................. 58
Computer Setup—Advanced ............................................................................................................ 59
Recovering the Configuration Settings ............................................................................................................... 61
vi
7 Troubleshooting Without Diagnostics ........................................................................................................... 62
Safety and Comfort ............................................................................................................................................. 62
Before You Call for Technical Support ................................................................................................................ 62
Helpful Hints ........................................................................................................................................................ 63
Solving General Problems ................................................................................................................................... 64
Solving Power Problems ..................................................................................................................................... 68
Solving Hard Drive Problems ............................................................................................................................... 69
Solving Media Card Reader Problems ................................................................................................................. 71
Solving Display Problems .................................................................................................................................... 72
Solving Audio Problems ...................................................................................................................................... 76
Solving Printer Problems .................................................................................................................................... 79
Solving Keyboard and Mouse Problems ............................................................................................................. 80
Solving Hardware Installation Problems ............................................................................................................ 81
Solving Network Problems .................................................................................................................................. 83
Solving Memory Problems .................................................................................................................................. 86
Solving Processor Problems ............................................................................................................................... 88
Solving CD-ROM and DVD Problems .................................................................................................................... 88
Solving USB Flash Drive Problems ...................................................................................................................... 90
Solving Front Panel Component Problems ......................................................................................................... 91
Solving Internet Access Problems ....................................................................................................................... 92
Solving Software Problems ................................................................................................................................. 93
Contacting Customer Support ............................................................................................................................. 94
8 HP PC Hardware Diagnostics ......................................................................................................................... 95
Why run HP PC Hardware Diagnostics – UEFI ...................................................................................................... 95
How to access and run HP PC Hardware Diagnostics - UEFI ............................................................................... 95
Downloading HP PC Hardware Diagnostics to a USB device ............................................................................... 95
9 Backup and Recovery ................................................................................................................................... 97
Backup and recovery in Windows 8 ..................................................................................................................... 97
Backing up your information ............................................................................................................ 97
Performing a system recovery ......................................................................................................... 98
Using the Windows recovery tools ................................................................................. 98
Using f11 recovery tools ................................................................................................. 99
Using Windows 8 operating system media (purchased separately) ............................. 99
10 POST Error Messages ................................................................................................................................ 100
POST Numeric Codes and Text Messages ......................................................................................................... 100
Interpreting POST diagnostic front panel LEDs ................................................................................................ 106
vii
11 Password Security and Resetting CMOS ..................................................................................................... 109
Establishing a Setup or Power-on password .................................................................................................... 109
Resetting the Setup and Power-on password .................................................................................................. 110
Clearing and resetting the CMOS ....................................................................................................................... 110
Appendix A Power Cord Set Requirements ...................................................................................................... 112
General requirements ....................................................................................................................................... 112
Japanese Power Cord Requirements ................................................................................................................ 112
Country-specific requirements ......................................................................................................................... 113
Appendix B Specifications ............................................................................................................................. 114
Specifications .................................................................................................................................................... 114
Index ........................................................................................................................................................... 115
viii
1 Product Features
Overview
The HP All-in-One Business PC offers the following features:
●
Integrated All-in-One form factor
●
18.5-inch diagonal widescreen HD LED-backlight anti-glare LCD Display
●
Adjustable tilt stand
●
HP 205 G1 models: AMD E1-2500 processor featuring AMD Radeon HD 8240 Integrated Graphics
●
HP 18 models: Intel Pentium J2900 or Intel Celeron J1800 processor
●
Integrated Realtek RTL8166EH-CG 10/100 Ethernet Controller
●
Wireless connectivity - HP WLAN/Bluetooth Combo NIC 802.11b/g/n Mini Card
●
Integrated 1.0 MP 720p low-light webcam with microphone array
●
Integrated HD audio card and stereo speakers
●
Up to 8 GB of DDR3 SDRAM supported
●
Up to 2-TB hard drive
●
Optional HP Slim-Tray SuperMulti DVD+RW SATA 8X Optical Drive
●
7-in-1 Media Card Reader
●
USB Keyboard and Mouse
●
ENERGY STAR® (for Windows OS only)
●
EPEAT® Silver certification
Where HP registers commercial desktop products. See
your country.
http://www.epeat.net for registration status in
Overview 1
Front components
Component Component
1 Internal microphones (2) 3 Webcam
2 Webcam light 4 Speaker
Top components
Component
5 Power button
2 Chapter 1 Product Features
Right components
Component
6 Optical drive
Right components 3
Left components
Component Component
7 Drive light 10 Audio-in (microphone) jack
8 Memory card reader 11 Audio-out (headphone) jack
9 USB 3.0 ports (2)
4 Chapter 1 Product Features
Rear components
Component Component
12 Power connector 14 USB ports (4)
13 RJ-45 (network) jack 15 Audio line-out jack
Rear components 5
2 Activating and Customizing the Software
Activating and customizing the software in Windows 8
Additional information is available in online help after you activate the operating system.
NOTE: Be sure there is a 10.2 cm (4 inch) clearance at the back of the unit and above the monitor to permit
the required airflow.
Activating the Windows Operating System
The first time you turn on the computer, the operating system is set up and activated automatically. This
process takes about 5 to 10 minutes. Carefully read and follow the instructions on the screen to complete the
activation.
We recommend that you register your computer with HP during operating system set up so you can receive
important software updates, facilitate support questions, and sign up for special offers. You can also register
your computer with HP using the Register with HP app on the Start screen.
CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE PROCESS IS
COMPLETE. Turning off the computer during the activation process may damage the software that runs the
computer or prevent its proper installation.
Downloading Windows 8 updates
Microsoft may release updates to the operating system. To help keep the computer running optimally, HP
recommends checking for the latest updates during the initial installation and periodically throughout the life
of the computer.
Run Windows Update as soon as possible after you set up your computer.
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings > Windows Update.
3. Run Windows Update monthly thereafter.
Customizing the monitor display
You can customize display settings for Windows 8 separately for the Start screen and the Desktop.
To customize the Start screen:
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings.
3. Click Personalize to change the display settings.
To customize the Desktop:
1. Click the Desktop app on the Start screen.
2. Right-click on the desktop, and then click Personalize to change display settings.
6 Chapter 2 Activating and Customizing the Software
3 Illustrated parts catalog
Boards and memory
Item Component Spare part number
(1) System board (includes processor and replacement thermal material):
For use in HP 205 G1 models:
For use in HP 18 models:
(2) Converter board 751276-001
(3) Power button board 752342-001
WLAN module (802.11 b/g/n 1x1 WiFi + BT4.0) 701399-001
Webcam 752344-001
●
AMD E1-2500 APU for use in models without Windows 8.1 751275-001
●
AMD E1-2500 APU for use in models with Windows 8.1 Standard 751275-501
●
AMD E1-2500 APU for use in models with Windows 8.1 Professional 751275-601
●
Intel Pentium J2900 processor for use in models without Windows 8.1 782107-001
●
Intel Pentium J2900 processor for use in models with Windows 8.1 Standard 782107-501
●
Intel Pentium J2900 processor for use in models with Windows 8.1 Professional 782107-601
●
Intel Celeron J1800 processor for use in models without Windows 8.1 782108-001
●
Intel Celeron J1800 processor for use in models with Windows 8.1 Standard 782108-501
●
Intel Celeron J1800 processor for use in models with Windows 8.1 Professional 782108-601
Memory module (PC3L-12800, 1666-MHz, DDR3):
Boards and memory 7
Item Component Spare part number
4-GB 689373-001
2-GB 689372-001
Miscellaneous parts
Item Component Spare part number
(1) Speakers 752343-001
(2) Hard drive screw bumpers 752334-001
(3) Fan 752335-001
(4) Front bezel 752331-001
Rear cover 752332-001
Display panel, 18.5-inch, anti-glare , LED N-ZBD, 200 nits 752345-001
Stand 752333-001
AC adapter (65 W) 752346-001
Mouse, USB 719901-001
Keyboards, unbranded
French Canadian 709695-121
International English 709695-L31
United States 729339-001
Chinese 729339-AA1
Latin American Spanish 537924-161
8 Chapter 3 Illustrated parts catalog
Mass storage devices
Item Spare part number
Hard drives
2-TB, 7200 rpm 616608-001
750-MB, 7200 rpm 639363-001
500-MB, 7200 rpm 636929-001
Optical drive
DVD±RW drive 657958-001
Cables
Component Spare part number
Backlight cable 752330-001
Power button board cable 752336-001
Webcam cable 752337-001
Hard drive cable assembly 752338-001
Optical drive cable assembly 752339-001
LVDS (display) cable 752340-001
Converter board cable 752341-001
Sequential part number listing
Spare part
number
537924-161 Keyboard, USB, unbranded, Latin American Spanish
616608-001 Hard drive, 2-TB, 7200 rpm hard drive
636929-001 Hard drive, 500-GB, 7200 rpm hard drive
639363-001 Hard drive, 750-GB, 7200 rpm hard drive
657958-001 DVD±RW drive
689372-001 2-GB memory module (PC3-12800; SODOMM)
689373-001 4-GB memory module (PC3-12800; SODOMM)
701399-001 WLAN module (802.11b/g/n+Bluetooth 4.0)
709695-121 Keyboard, USB, unbranded, French Canadian
Description
709695-L31 Keyboard, USB, unbranded, International English
719901-001 Mouse, USB
Mass storage devices 9
Spare part
number
729339-001 Keyboard, USB, unbranded, United States
729339-AA1 Keyboard, USB, unbranded, Chinese
751275-001 System board for use in HP 205 G1 models (includes AMD E1-2500 APU) without Windows 8 (includes replacement
751275-501 System board for use in HP 205 G1 models (includes AMD E1-2500 APU) with Windows 8 Standard (includes
751275-601 System board for use in HP 205 G1 models (includes AMD E1-2500 APU) with Windows 8 Professional (includes
751276-001 Converter board
752330-001 Backlight cable
752331-001 Front bezel
752332-001 Rear cover
752333-001 Stand assembly
752334-001 Hard drive screw bumpers
752335-001 Fan
752336-001 Power button board cable
Description
thermal material)
replacement thermal material)
replacement thermal material)
752337-001 Webcam cable
752338-001 Hard drive cable assembly
752339-001 Optical drive cable assembly
752340-001 LVDS (display) cable
752341-001 Converter board cable
752342-001 Power button board
752343-001 Speakers
752344-001 Webcam module
752345-001 Display panel, 18.5-inch, anti-glare , LED N-ZBD, 200 nits
752346-001 AC adapter, 65 W
782107-001 System board with an Intel Pentium J2900 processor for use in HP 18 models without Windows 8.1
782107-501 System board with an Intel Pentium J2900 processor for use in HP 18 models with Windows 8.1 Standard
782107-601 System board with an Intel Pentium J2900 processor for use in HP 18 models with Windows 8.1 Professional
782108-001 System board with an Intel Celeron J1800 processor for use in HP 18 models without Windows 8.1
782108-501 System board with an Intel Celeron J1800 processor for use in HP 18 models with Windows 8.1 Standard
782108-601 System board with an Intel Celeron J1800 processor for use in HP 18 models with Windows 8.1 Professional
10 Chapter 3 Illustrated parts catalog
4 Serial ATA (SATA) drive guidelines and
routine care and disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
NOTE: HP only supports the use of SATA hard drives on these models of computer. No Parallel ATA (PATA)
drives are supported.
SATA hard drives
Serial ATA Hard Drive Characteristics
Number of pins/conductors in data cable 7/7
Number of pins in power cable 15
Maximum data cable length 39.37 in (100 cm)
Data interface voltage differential 400-700 mV
Drive voltages 3.3 V, 5 V, 12 V
Jumpers for configuring drive N/A
Data transfer rate 6.0 Gb/s
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 3.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.
The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
SATA hard drives 11
SMART ATA drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.
Electrostatic discharge information
A 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 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 that:
●
Different activities generate different amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl floor
Motions of bench worker
Removing DIPs* from plastic tube
Removing DIPs* from vinyl tray
Removing DIPs* from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
*These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
NOTE: 700 volts can degrade a product.
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric
components and accessories.
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
12 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
●
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 grounded surface before removing them from their container.
●
Always be properly grounded when touching a sensitive component or assembly.
●
Avoid contact with pins, leads, or circuitry.
●
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●
Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and fit snugly into the banana plug connector on the grounding mat or workstation.
●
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 Levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
●
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
Turn off 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.
1,500
7,500
15,000
Electrostatic discharge information 13
Recommended materials and equipment
Materials and equipment that are recommended for use in preventing static electricity include:
●
Antistatic tape
●
Antistatic smocks, aprons, or sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Conductive foam
●
Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
●
Static-dissipative table or floor mats with hard tie to ground
●
Field service kits
●
Static awareness labels
●
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●
Material handling packages
●
Conductive plastic bags
●
Conductive plastic tubes
●
Conductive tote boxes
●
Opaque shielding bags
●
Transparent metallized shielding bags
●
Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
●
Operate the computer on 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 vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airflow. Be sure to unplug the computer before cleaning the air vents.
●
Never operate the computer with the cover removed.
●
Do not place computers so near each other that they are subject to each other’s re-circulated or
preheated air.
●
Keep liquids away from the computer and keyboard.
●
Never cover the ventilation slots on the monitor with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
14 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
Routine care
General cleaning safety precautions
1. Never use solvents or flammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the computer case
Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the
computer.
To clean the computer case, follow the procedures described below:
●
To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
●
For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.
●
For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed as the alcohol will evaporate
quickly and not leave a residue.
●
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 block the vents and
limit the airflow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the
keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in
computer case on page 15.
When cleaning debris from under the keys, review all rules in
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●
Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●
Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
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.
Cleaning the
General cleaning safety precautions on page 15
Routine care 15
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 a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
fibers or dirt in confined areas. Allow the parts to air dry before reassembly.
Cleaning the display
●
Wipe the display screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or flammable liquids on the monitor.
●
To clean the monitor body follow the procedures in
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned off.
●
Clean the 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
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software requirements
To service the computer, you need the following:
●
Torx T-15 screwdriver (HP screwdriver with bits, PN 161946-001)
●
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●
Phillips #2 screwdriver
●
Diagnostics software
Cleaning the computer case on page 15.
Cleaning the computer case on page 15.
●
HP tamper-resistant T-15 wrench (Smart Cover FailSafe Key, PN 166527-001) or HP tamper-resistant
bits (Smart Cover FailSafe Key, PN 166527-002)
Screws
The screws used in the computer are not interchangeable. They may have standard or metric 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: As each subassembly is removed from the computer, it should be placed away from the work
area to prevent damage.
16 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
Cables and connectors
Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to
avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from
the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the
cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts
being removed or replaced.
CAUTION: When servicing this computer, ensure that cables are placed in their proper location during the
reassembly process. Improper cable placement can damage the computer.
Hard drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.
●
If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”
●
Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the CPU.
●
Avoid dropping drives 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. For more information about preventing electrostatic damage, refer to
Electrostatic discharge information on page 12
●
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.
Lithium coin cell battery
The battery that comes 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 disassemble, crush, puncture, short external contacts, dispose in water or fire,
or expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general
household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.
Service considerations 17
5 Removal and Replacement Procedures All-
in One (AIO) Chassis
The following sections provide information about disassembling various components of the computer.
Preparing to disassemble the computer
To avoid injury and equipment damage, always complete the following steps in order, when opening the HP
Pro All-in-One.
1. Remove all media from the computer.
2. Shut down the computer.
3. After the system has completely shut down, disconnect the power adapter from the back of the
computer.
4. Disconnect all other attached cables from the back of the computer.
5. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket,
towel, or other soft cloth to protect the screen surface from scratches or other damage.
WARNING! Beware of sharp edges inside the chassis.
18 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Rear cover
Description Spare part number
Rear cover 752332-001
The computer has one main rear cover that allows access to internal components.
To remove the rear cover:
1. Prepare the computer for disassembly (see
2. On the bottom of the computer, turn the two captive screws (1) to the left until they click and release
the rear cover.
3. Lift up on the bottom of the rear cover to disengage it (2), and then lift the rear cover off the computer
(3).
To replace the rear cover, reverse the removal procedures.
Preparing to disassemble the computer on page 18).
Rear cover 19
Stand assembly
Description Spare part number
Stand assembly 752333-001
The stand is secured with four Torx screws. You must remove the rear cover to remove the stand.
To remove the stand:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. On the side of the rear cover, in the order stamped into the stand, remove the four Torx screws that
secure the stand to the rear cover (1).
4. Remove the stand from the rear cover (2).
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
To replace the stand, reverse the removal procedures.
20 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Webcam module
Description Spare part number
Webcam module 752344-001
On products that ship with a webcam module, the module is located at the top of the computer beneath the
top panel. It is secured with two silver Phillips screws and has one connector.
The webcam module is optional.
To remove the webcam module:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Press the tabs on each side of the webcam module and lift it up away from the tabs.
4. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable from
the module.
5. To remove the module from the bracket, remove the two Phillips screws that secure the module, and
then separate the module from the bracket.
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
Webcam module 21
To install a webcam module, reverse the removal procedures.
Replacing drives
Replacing the hard disc drive with a 3.5-inch drive or a 2.5-inch drive
Description Spare part number
2-TB, 7200 rpm hard drive 616608-001
750-GB, 7200 rpm hard drive 639363-001
500-GB, 7200 rpm hard drive 636929-001
Hard drive screw bumper 752334-001
The hard disc drive is located on the left side of the computer (when viewed from behind). The drive is housed
in a removable cage.
To install a 2.5-inch drive, you need a drive adapter.
The hard drive data cable connects to the SATA0 and SATA PWR0 system board connectors.
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
22 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
3. Loosen the captive Phillips screw (1) that secures the hard drive cage to the computer, and then slide
the cage toward the edge of the chassis to disengage it from the connector, and lift it out of the
computer (2).
NOTE: Hard drive cage appearance may vary.
4. Both 3.5-inch and 2.5-inch hard drives are supported. A 2.5-inch hard drive requires an adapter to fit
into the hard drive cage. To remove the hard drive, refer to the procedures below that correspond to the
size of your drive:
3.5-inch hard drive:
▲
Remove the four Phillips screws (1) that secure the drive to the cage, and then slide the drive out
of the cage (2).
Replacing drives 23
2.5-inch hard drive:
a. Remove the four Phillips screws (1) that secure the drive adapter to the cage, and then slide the
drive out of the cage (2).
b. Remove the four Phillips screws that secure the drive to the adapter (1), and the slide the drive out
of the adapter (2).
To replace the hard drive, reverse the removal procedures.
NOTE: To install an optional 2.5-inch drive, you must
1. Mount the drive in a drive adapter
2. Screw the four mounting screws into the drive adapter
24 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Replacing the optical disc drive
Description Spare part number
DVD±RW drive 657958-001
The optical disc drive is located above the hard disc drive on the left side of the computer (when viewed from
behind).
The optical drive data cable connects to the SATA1 and SATA PWR1 system board connectors.
NOTE: The drive bracket is not spared. When replacing an optical drive, remove the bracket from the old
drive and install it on the new drive.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear cover (see
Rear cover on page 19).
3. Loosen the captive Phillips screw (1) that secures the hard drive cage to the computer, and then slide
the cage toward the edge of the chassis to disengage it from the connector, and remove it from the
computer (2).
NOTE: When replacing an optical drive, remove the bracket from the old drive and install it on the new
drive. The bracket is not spared.
Replacing drives 25
4. Remove the two screws securing the optical disc drive bracket to the drive, and then remove the
bracket.
To replace the optical drive, reverse the removal procedures.
26 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Front bezel
Description Spare part number
Front bezel 752331-001
The front bezel is secured to the main system bracket with seven Torx screws.
To remove the front bezel:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the speakers (see
4. Remove the webcam (see
5. Disconnect the power button board cable.
6. Remove the seven Torx screws that secure the bezel to the computer (pointed out with arrows in the
following illustration).
Rear cover on page 19).
Speakers on page 33).
Webcam module on page 21).
Preparing to disassemble the computer on page 18).
Front bezel 27
7. Disengage the nine tabs that secure the bezel to the computer (pointed out with white circles in the
following illustration).
NOTE: Although the following image shows the computer with most components removed, you can
remove the bezel with all components installed except for the speakers.
8. Lift the computer from the bezel.
To install the front bezel, reverse the removal procedures.
28 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Converter board
Description Spare part number
Converter board 751276-001
The converter board is located on the left side of the computer (viewed from behind) under the main rear
cover. It is secured with two Torx screws and has two connectors.
Use the same converter spare part for all display panels; however, you must change jumper settings on the
board based on the display panel.
To remove the converter board:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Disconnect the two cables from the board (1).
NOTE: Be careful not to damage the cables when disconnecting them from the board. Do not pull on
the wires.
4. Remove the black Torx screw (2) that secures the board to the computer.
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
Converter board 29
5. Lift the converter board from the computer (3).
To install the converter board, reverse the removal procedures.
30 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Power button board
Description Spare part number
Power button board 752342-001
The power button board is located on the top left of the computer (when viewed from behind).
To remove the power button board:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the Torx screw that secures the bracket to the computer (1), and then lift the bracket off the
computer (2).
4. Disconnect the cable from the power button board (1).
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
Power button board 31
5. Press on the tab that holds the power button board in place (2), and the remove the board from the
computer.
To install the power button board, reverse the removal procedures.
32 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Speakers
Description Spare part number
Speakers 752343-001
The speakers are located at the bottom of the computer. Two separate speakers are each secured by two
Torx screws.
To remove the speakers:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove two Torx screws (1) that secure each speaker to the computer.
4. Disconnect the speaker cable from the system board connector labeled SPKR (2).
5. Remove the speakers from the computer.
To install the speakers, reverse the removal procedures.
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
Speakers 33
Fan
Description Spare part number
Fan 752335-001
The fan is located near the middle of the computer and is secured with three Torx screws. You have to
remove the metal plate to remove the fan.
To remove the fan assembly:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the two Torx screws that secure the bracket to the computer (1), and then lift the bracket off
the computer (2).
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
4. Remove the three Torx screws that secure the fan to the computer (1).
5. Remove the optical drive cable from the clips built into the fan (2).
34 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
6. Disconnect the fan cable from the system board connector labeled CHFAN2 (3).
7. Remove the fan from the computer.
To install the fan assembly, reverse the removal procedures.
Fan 35
Hard drive and optical drive cables and connectors
Description Spare part number
Optical drive cable 752339-001
Hard drive cable 752338-001
The hard drive and optical drive connectors are located near the middle of the computer. Each connector is
secured with two Torx screws and has two cables that connect to the system board.
The optical drive connector cables are longer than the hard drive connector cables.
To remove the hard drive or optical drive connector:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the optical drive (see
4. Remove the hard drive (see
5. Remove two Torx screws that secure the hard drive connector (1) or the optical drive connector (2) to
the computer.
6. Disconnect the hard drive cables (1) or the optical drive cables (2) from the system board.
The hard drive cables connect to the SATA_PWR0 and SATA0 connectors on the system board. The
optical drive cables connect to the SATA_PWR1 and SATA1 connectors on the system board.
NOTE: Be careful not to damage the cable when disconnecting it from the board. Do not pull on the
wires.
7. If removing the optical drive connector, remove the cable from the clips built into the fan (3).
Rear cover on page 19).
Replacing the optical disc drive on page 25).
Replacing drives on page 22).
Preparing to disassemble the computer on page 18).
36 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
8. Remove the connector from the computer.
To install the hard drive or optical drive connector, reverse the removal procedures.
Hard drive and optical drive cables and connectors 37
System board cover
To remove the system board cover:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the four Torx screws that secure the cover to the computer.
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
38 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
4. Lift the cover straight up and off the computer.
To replace the lower panel, reverse the removal procedures.
System board cover 39
Memory
Description Spare part number
4-GB memory module (PC3-12800; SODOMM) 689373-001
2-GB memory module (PC3-12800; SODOMM) 689372-001
Memory modules are located on the right side of the computer (viewed from behind). The computer has two
memory slots.
For proper system operation, the SODIMMs must be:
●
industry-standard 204-pin
●
unbuffered non-ECC PC3-12800 DDR3-1600 MHz-compliant
●
1.5 volt DDR3-SDRAM SODIMMs
The DDR3-SDRAM SODIMMs must also:
●
support CAS latency 11 DDR3 1600 MHz (11-11-11 timing)
●
contain the mandatory Joint Electronic Device Engineering Council (JEDEC) specification
In addition, the computer supports:
●
1-Gbit, 2-Gbit, and 4-Gbit non-ECC memory technologies
●
single-sided and double-sided SODIMMS
●
SODIMMs constructed with x8 and x16 SDRAMs; SODIMMs constructed with x4 SDRAMs are not
supported
NOTE: The system will not operate properly if you install unsupported SODIMM memory.
The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending
on how the SODIMMs are installed. Refer to the following table to identify the SODIMM channel locations.
Location System Board Label Channel
Lower Socket SODIMM1 Channel A
Upper Socket SODIMM3 Channel B
40 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
●
The system will operate in single channel mode if the SODIMM sockets are populated in one channel
only.
●
The system will operate in flex mode if the memory capacity of the SODIMM in Channel A is not equal to
the memory capacity of the SODIMM in Channel B. In flex mode, the channel populated with the least
amount of memory describes the total amount of memory assigned to dual channel and the remainder
is assigned to single channel. If one channel will have more memory than the other, the larger amount
should be assigned to channel A.
●
The system will operate in a higher-performing dual channel mode if the memory capacity of the
SODIMM in Channel A is equal to the memory capacity of the SODIMM in Channel B.
●
In any mode, the maximum operational speed is determined by the slowest SODIMM in the system.
There are two memory sockets on the system board located behind the memory access panel. To remove or
install memory modules:
To remove a memory module:
1. Prepare the computer for disassembly (see
Preparing to disassemble the computer on page 18).
2. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket,
towel, or other soft cloth to protect the screen surface from scratches or other damage.
3. Remove the rear cover (see Rear cover on page 19).
4. Remove the system board cover (see
System board cover on page 38).
5. To remove a memory module, press outward on the two latches on each side of the SODIMM (1), then
pull the SODIMM out of the socket (2).
The computer automatically recognizes the additional memory when you turn on the computer.
Memory 41
WLAN module
Description Spare part number
WLAN module (802.11b/g/n+Bluetooth 4.0) 701399-001
The WLAN module is located on the right side of the system board. The module is secured with one Phillips
screw and has two connected antennas.
To remove the WLAN module:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the system board cover (see
4. Disconnect the antenna cables from the module (1).
5. Remove the Phillips screw (2) that secures the module to the computer.
Rear cover on page 19).
Preparing to disassemble the computer on page 18).
System board cover on page 38).
42 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
6. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3).
To install the WLAN module, reverse the removal procedures.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
RTC battery
The battery is located in the memory compartment. The battery that comes with the computer provides
power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally
installed in the computer. The computer comes with a 3-volt lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60° C (140º F).
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare designated for this product.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When the
battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall
socket. The lithium battery is only used when the computer is NOT connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to
http://www.hp.com/recycle.
RTC battery 43
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear cover (see
3. Remove the system board cover (see
Rear cover on page 19).
System board cover on page 38).
The battery can now be seen to the left of the heat sink.
4. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the
battery. When the battery pops up, lift it out (1).
5. 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).
44 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
System board
Description Spare part number
System board for use in HP 205 G1 models:
●
AMD E1-2500 APU for use in models without Windows 8 751275-001
●
AMD E1-2500 APU for use in models with Windows 8 Standard 751275-501
●
AMD E1-2500 APU for use in models with Windows 8 Professional 751275-601
System board for use in HP 18 models:
●
Intel Pentium J2900 processor for use in models without Windows 8.1 782107-001
●
Intel Pentium J2900 processor for use in models with Windows 8.1 Standard 782107-501
●
Intel Pentium J2900 processor for use in models with Windows 8.1 Professional 782107-601
●
Intel Celeron J1800 processor for use in models without Windows 8.1 782108-001
●
Intel Celeron J1800 processor for use in models with Windows 8.1 Standard 782108-501
●
Intel Celeron J1800 processor for use in models with Windows 8.1 Professional 782108-601
The system board is located on the right side of the computer (viewed from the rear). It is secured with eight
Torx screws.
To remove the system board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear cover (see
3. Remove the system board cover (see
4. Remove the memory modules (see
5. Remove the WLAN module (see
Rear cover on page 19).
System board cover on page 38).
Memory on page 40).
WLAN module on page 42).
6. Disconnect all cables from the system board, noting their location for reinstallation.
System board 45
7. Remove the five Torx screws that secure the system board to the computer.
8. Remove the system board.
To install the system board, reverse the removal procedures.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the affected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Security > System ID’s.
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System ID Setup Page
Setup Field Name Comment Label
Product Name Enter the Model name/number or marketing name. Flexbuild
46 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
Serial Number Enter the Serial Number of Unit. Support
SKU Number Enter the SKU or Product Number including Localization Code. Support
Asset Tag Enter the 18-byte identifier assigned to the computer. Support
Feature Byte Enter the Feature Byte string. The feature byte string is case sensitive.
The label includes spaces after every four characters. You can enter or ignore
these spaces – their only purpose is to help with data entry. There is a character
limitation of 40 bytes per line. When you reach this limit, go to the next line to
continue data entry. BIOS ignores the spaces and lines.
If you make an error during data entry, the data will not validate, and the
computer asks you to correct your data input.
Build ID The Build ID of the unit. Flexbuild
Flexbuild
System board 47
Display panel
Description Spare part number
Display panel, 18.5-inch, anti-glare , LED N-ZBD, 200 nits 752345-001
Display panels require a backlight cable specific to the manufacturer. Make sure you use the backlight cable
packaged with the display panel.
The display panel is secured to the computer with four Torx screws.
To remove the display panel:
1. Prepare the computer for disassembly (see
2. Remove the rear cover (see
3. Remove the optical drive (see
4. Remove the system board cover (see
5. Remove the memory modules (see
6. Remove the WLAN module (see
7. Remove the speakers (see
8. Remove the hard drive (see
9. Remove the front bezel (see
Rear cover on page 19).
Replacing the optical disc drive on page 25).
System board cover on page 38).
Memory on page 40).
WLAN module on page 42).
Speakers on page 33).
Replacing drives on page 22).
Front bezel on page 27).
Preparing to disassemble the computer on page 18).
48 Chapter 5 Removal and Replacement Procedures All-in One (AIO) Chassis
10. Disconnect the backlight cable from the display panel.
NOTE: Replace the backlight cable with the new backlight cable that comes with the new display panel
kit.
Remove the backlight cable from the defective panel before sending the panel back to the supplier.
11. Remove the four Torx screws (two on each side) that secure the display panel to the frame.
12. Lift the display panel from the frame.
To install a display panel, reverse the removal procedures.
Display panel 49
6 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
Change factory default settings.
●
Set the system date and time.
●
Set, view, change, or verify the system configuration, including settings for processor, graphics,
memory, audio, storage, communications, and input devices.
●
Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media
devices.
●
Enable Quick Boot, which is faster than Full Boot but does not run all of the diagnostic tests run during a
Full Boot. You can set the system to:
■
always Quick Boot (default);
■
periodically Full Boot (from every 1 to 30 days); or
■
always Full Boot.
●
Select Post Messages Enabled or Disabled to change the display status of Power-On Self-Test (POST)
messages. Post Messages Disabled suppresses most POST messages, such as memory count, product
name, and other non-error text messages. If a POST error occurs, the error is displayed regardless of
the mode selected. To manually switch to Post Messages Enabled during POST, press any key (except
F1 through F12).
●
Establish an Ownership Tag, the text of which is displayed each time the system is turned on or
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 poweron.
●
Establish a setup password that controls access to the Computer Setup (F10) Utility and the settings
described in this section.
●
Secure integrated I/O functionality, including the serial, USB, or parallel ports, audio, or embedded NIC,
so that they cannot be used until they are unsecured.
●
Enable or disable removable media boot ability.
●
Solve system configuration errors detected but not automatically fixed during the Power-On Self-Test
(POST).
●
Replicate the system setup by saving system configuration information on a USB device and restoring it
on one or more computers.
●
Execute self-tests on a specified ATA hard drive (when supported by drive).
●
Enable or disable DriveLock security (when supported by drive).
50 Chapter 6 Computer Setup (F10) Utility
Using Computer Setup (F10) Utilities
Computer Setup can be accessed only by turning the computer on or restarting the system. To access the
Computer Setup Utilities menu, complete the following steps:
1. Turn on or restart the computer.
2. Repeatedly press F10 when the monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
3. A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power,
and Advanced.
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press
Esc.
5. To apply and save changes, select File > Save Changes and Exit.
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
●
To reset to factory settings or previously saved default settings (some models), select Apply
Defaults and Exit. This option will restore the original factory system defaults.
NOTE: Not all settings shown in the following sections are available for all models
CAUTION: Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup (F10) changes
because the CMOS could become corrupted. It is safe to turn off the computer only after exiting the F10
Setup screen.
Table 6-1 Computer Setup (F10) Utility
Heading Table
File
Storage
Security
Power
Advanced
Computer Setup—File on page 52
Computer Setup—Storage on page 53
Computer Setup—Security on page 54
Computer Setup—Power on page 58
Computer Setup—Advanced on page 59
Computer Setup (F10) Utilities 51
Computer Setup—File
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-2 Computer Setup—File
Option Description
System Information Lists:
About Displays copyright notice.
●
Product name
●
SKU number
●
Processor type/speed/stepping
●
Cache size (L1/L2/L3) (dual core processors have this listed twice)
●
Installed memory size/speed, number of channels (single or dual) (if applicable)
●
Integrated MAC address for embedded, enabled NIC (if applicable)
●
System BIOS (includes family name and version)
●
Chassis serial number
●
Asset tracking number
●
ME firmware version
●
ME Management mode
Set Time and Date Allows you to set system time and date.
Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media.
Replicated Setup Save to Removable Media
Saves system configuration to a formatted USB flash media device.
Restore from Removable Media
Restores system configuration from a USB flash media device.
Default Setup Save Current Settings as Default
Saves the current system configuration settings as the default.
Restore Factory Settings as Default
Restores the factory system configuration settings as the default.
Apply Defaults and Exit Applies the currently selected default settings and clears any established passwords.
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to system configuration or default settings and exits Computer Setup.
52 Chapter 6 Computer Setup (F10) Utility
Computer Setup—Storage
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-3 Computer Setup—Storage
Option Description
Device Configuration Lists all installed BIOS-controlled storage devices.
When a device is selected, detailed information and options are displayed. The following options may be
presented:
●
●
●
●
Storage Options SATA Emulation
Allows you to choose how the SATA controller and devices are accessed by the operating system. There
are three supported options: IDE, RAID, and AHCI (default).
CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or
corrupt established volumes.
IDE - This is the most backwards-compatible setting of the three options. Operating systems usually do
not require additional driver support in IDE mode.
RAID - Allows DOS and boot access to RAID volumes. Use this mode with the RAID device driver loaded in
the operating system to take advantage of RAID features.
AHCI (default option) - Allows operating systems with AHCI device drivers loaded to take advantage of
more advanced features of the SATA controller.
Hard Disk: Size, model, firmware version, serial number, connector color.
CD-ROM: Model, firmware version, serial number, connector color (not included for USB CD-ROM).
SMART (ATA disks only)
Diskette: Model and firmware version.
NOTE: Displays for USB diskette drives.
NOTE: The RAID/AHCI device driver must be installed prior to attempting to boot from a RAID/AHCI
volume. If you attempt to boot from a RAID/AHCI volume without the required device driver installed, the
system will crash (blue screen). RAID volumes may become corrupted if they are booted to after disabling
RAID.
Removable Media Boot
Enables/disables ability to boot the system from removable media. Default is enabled.
Boot Order Allows you to:
●
EFI 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 the list may be individually excluded from or included for consideration as a
bootable operating system source.
EFI boot sources always have precedence over legacy boot sources.
●
Legacy Boot Sources: Specify the order in which legacy boot sources (such as a network interface
card, internal hard drive, USB optical drive, or internal optical drive) are checked for a bootable
operating system image. Each device on the list may be individually excluded from or included for
consideration as a bootable operating system source.
Specify the order of attached hard drives. The first hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).
NOTE: To drag a device to a preferred place, press Enter. To remove the device from consideration as a
bootable device, press F5.
You can use F5 to disable individual boot items, as well as disable EFI boot and/or legacy boot.
Computer Setup (F10) Utilities 53
Table 6-3 Computer Setup—Storage (continued)
NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has
started.
Shortcut to Temporarily Override Boot Order
To boot one time from a device other than the default device specified in Boot Order, restart the
computer and press Esc (to access the boot menu) and then F9 (Boot Order), or only F9 (skipping the boot
menu) when the monitor light turns green. After POST is completed, a list of bootable devices is
displayed. Use the arrow keys to select the preferred bootable device and press Enter. The computer then
boots from the selected non-default device for this one time.
Computer Setup—Security
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-4 Computer Setup—Security
Option Description
Setup Password Allows you to set and enable a setup (administrator) password.
NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and
make changes to certain plug and play settings under Windows.
Power-On Password Allows you to set and enable a power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Password Options
(This selection appears
only if a power-on
password or setup
password is set.)
Smart Cover Allows you to:
Allows you to enable/disable:
●
Lock Legacy Resources (determines whether or not Windows Device Manager is allowed to change
resource settings for serial and parallel ports).
●
Stringent security (enabling the stringent password disables the ability to reset the password by
moving the jumper on the system board). Default is disabled.
CAUTION: If you enable the stringent security feature and you forget the setup password or the
power-on password, the computer is inaccessible and can no longer be used.
If you lose or forget the password, the system board must be replaced. This scenario is not covered
under warranty.
To prevent the computer from becoming permanently unusable, record your configured setup
password or power-on password in a safe place away from your computer. Without these
passwords, the computer cannot be unlocked.
●
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 & F12 (requires setup password to use these boot functions). Default is
enabled.
●
Network Server Mode. Default is disabled.
●
Lock/unlock the Cover Lock.
●
Set the Cover Removal Sensor to Disable/Notify User/Setup Password.
NOTE: Notify User alerts the user that the sensor has detected that the cover has been removed. Setup
Password requires that the setup password be entered to boot the computer if the sensor detects that
the cover has been removed.
54 Chapter 6 Computer Setup (F10) Utility
Table 6-4 Computer Setup—Security (continued)
Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:
●
Embedded security device
●
System audio
●
USB controller (varies by model)
●
Network controller
NOTE: You must disable AMT before trying to hide the network controller.
●
Serial port
●
Parallel port
●
SATA ports (varies by model)
USB Security Allows you to set Enabled/Disabled (default is Enabled) for:
●
Front USB Ports
●
Rear USB Ports
●
Accessory USB Ports
Slot Security Allows you to disable any PCI or PCI Express slot. Default is enabled.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.
(Feature available on NIC models only; the network controller must be either a PCI expansion card or
embedded on the system board.) Default is enabled.
System IDs Allows you to set:
●
Asset tag (18-byte identifier), a property identification number assigned by the company to the
computer.
●
Ownership tag (80-byte identifier) displayed during POST.
●
Universal Unique Identifier (UUID) number. The UUID can only be updated if the current chassis
serial number is invalid. (These ID numbers are normally set in the factory and are used to uniquely
identify the system.)
●
Keyboard locale setting for System ID entry.
Master Boot Record
Security
Enables/disables Master Boot Record (MBR) security.
The MBR contains information needed to successfully boot from a disk and to access the data stored on
the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such
as those caused by some viruses or by the incorrect use of certain disk utilities. It also allows you to
recover the "last known good" MBR, should changes to the MBR be detected when the system is
restarted.
When MBR Security is enabled, the BIOS prevents any changes being made to the MBR of the current
bootable disk while in MS-DOS or Windows Safe Mode.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS cannot
prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
●
MBR security is enabled
●
A backup copy of the MBR has been previously saved
●
The current bootable disk is the same disk from which the backup copy was saved
Computer Setup (F10) Utilities 55
Table 6-4 Computer Setup—Security (continued)
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified the
MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you
are confident that the current bootable disk's MBR has been corrupted or infected with a virus.
System Security (these
options are hardware
dependent)
Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. Default
is enabled.
SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor. Changing
this setting requires turning the computer off and then back on. Default is disabled.
Virtualization Technology (VTx) (enable/disable) - Controls the virtualization features of the processor.
Changing this setting requires turning the computer off and then back on. Default is disabled.
Virtualization Technology Directed I/O (VTd) (enable/disable) - Controls virtualization DMA remapping
features of the chipset. Changing this setting requires turning the computer off and then back on. Default
is disabled.
Trusted Execution Technology (enable/disable) - Controls the underlying processor and chipset features
needed to support a virtual appliance. Changing this setting requires turning the computer off and then
back on. Default is disabled. To enable this feature you must enable the following features:
●
Embedded Security Device Support
●
Virtualization Technology
●
Virtualization Technology Directed I/O
Embedded Security Device (enable/disable) - Permits activation and deactivation of the Embedded
Security Device.
NOTE: To configure the Embedded Security Device, a Setup password must be set.
●
Reset to Factory Settings (Do not reset/Reset) - Resetting to factory defaults will erase all security
keys and leave the device in a disabled state. Changing this setting requires that you restart the
computer. Default is Do not reset.
CAUTION: The embedded security device is a critical component of many security schemes.
Erasing the security keys will prevent access to data protected by the Embedded Security Device.
Choosing Reset to Factory Settings may result in significant data loss.
●
Measure boot variables/devices to PCR1 - Typically, the computer measures the boot path and
saves collected metrics to PCR5 (a register in the Embedded Security Device). Bitlocker tracks
changes to any of these metrics, and forces the user to re-authenticate if it detects any changes.
Enabling this feature lets you set Bitlocker to ignore detected changes to boot path metrics, thereby
avoiding re-authentication issues associated with USB keys inserted in a port. Default is enabled.
System Security
(continued)
DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,
OS management of Embedded Security Device (enable/disable) - This option allows the user to limit OS
control of the Embedded Security Device. Default is enabled. This option is automatically disabled if
Trusted Execution Technology is enabled.
●
Reset of Embedded Security Device through OS (enable/disable) - This option allows the user to
limit the operating system ability to request a Reset to Factory Settings of the Embedded Security
Device. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
●
No PPI provisioning (Windows 8 only) - This option lets you set Windows 8 to bypass the PPI
(Physical Presence Interface) requirement and directly enable and take ownership of the TPM on
first boot. You cannot change this setting after TPM is owned/initialized, unless the TPM is reset.
Default is disabled for non-Windows 8 systems, and enabled for Windows 8.
●
Allow PPI policy to be changed by OS. Enabling this option allows the operating system to execute
TPM operations without Physical Presence Interface. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully
56 Chapter 6 Computer Setup (F10) Utility
Table 6-4 Computer Setup—Security (continued)
entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during
a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is
attached to the system.
Secure Boot
Configuration
This is a feature of Windows 8.
●
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 legitimate before
booting to it, making Windows resistant to malicious modification from preboot to full OS booting,
preventing firmware attacks. UEFI and Windows Secure Boot only allow code signed by preapproved digital certificates to run during the firmware and OS boot process. Default is disabled,
except for Windows 8 systems which have this setting enabled. Secure Boot enabled also sets
Legacy Support to disabled.
●
Key Management—This option lets you manage the custom key settings.
◦
Clear Secure Boot Keys—Don't Clear/Clear. Allows you to delete any previously loaded custom
boot keys. Default is Don't Clear.
◦
Key Ownership—HP Keys/Custom Keys. Selecting Custom Mode allows you to modify the
contents of the secure boot signature databases and the platform key (PK) that verifies
kernels during system start up, allowing you to use alternative operating systems. Selecting
HP Keys causes the computer boot using the preloaded HP-specific boot keys. Default is HP
Keys.
●
Fast Boot—Enable/Disable. Fast boot disables the ability to interrupt boot, such as pressing f keys
to access items before the operating system loads. Default is disabled.
NOTE: If Windows 8 detects a serious error, it will interrupt the boot process automatically and
display advanced boot options.
From Windows 8, you can press Shift and select Restart to access the screen that lets you boot to a
device or troubleshoot your computer.
Computer Setup (F10) Utilities 57
Computer Setup—Power
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-5 Computer Setup—Power
Option Description
OS Power Management
Hardware Power
Management
●
Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.
●
Runtime Power Management— Enable/Disable. Allows certain operating systems to reduce
processor voltage and frequency when the current software load does not require the full
capabilities of the processor. Default is enabled.
●
Unique Sleep State Blink Rates—Enable/Disable. This feature is designed to provide a visual
indication of what sleep state the system is in. Each sleep state has a unique blink pattern. Default
is disabled.
NOTE: For Windows 8 systems with Fast Boot support, a normal shutdown goes to the S4 state,
not the S5 state.
◦
S0 (On) = Solid white LED.
◦
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED)
— repeated cycles of 3 blinks and a pause.
◦
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white
LED) — repeated cycles of 4 blinks and a pause.
◦
S5 (Soft Off) = LED is off.
SATA Power Management – Enables or disables SATA bus and/or device power management. Default is
enabled.
S5 Maximum Power Savings – Turns off power to all nonessential hardware when system is off to meet
EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.
PCI Express x16 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set lower
power modes that activate when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1.
Default is ASPM Disabled.
PCI Express x1 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set lower
power modes that activate when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1.
Default is ASPM Disabled.
Network Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate when the
bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM Disabled.
USB 3.0 Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate when the
bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM 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.
58 Chapter 6 Computer Setup (F10) Utility
Computer Setup—Advanced
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-6 Computer Setup—Advanced (for advanced users)
Option Heading
Power-On Options Allows you to set:
●
●
●
●
●
POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days).
◦
QuickBoot (default) = Do not clear memory or perform a memory test.
◦
FullBoot = Memory test (count) on cold boot. Clears memory on all boots.
◦
Clear Memory = No memory count on cold boot. Clears memory on all boots.
◦
FullBoot Every x Days = Memory count on 1st cold boot on or after the xth day. No more
memory counts until 1st cold boot on or after x days. Clears memory on all boots.
POST messages (enable/disable). Enabling this feature will cause the system to display POST error
messages, which are error messages displayed on the monitor during the Power On Self Test if the
BIOS encounters some kind of problem while starting the PC. A POST error message will only display
on screen if the computer is capable of booting this far. If the POST detects an error before this
point, a beep code is generated instead. Default is disabled.
Press the ESC key for Startup Menu (Enable/Disable). This feature controls the display of the text
“Press the ESC key for Startup Menu” during POST. This text does not display on Windows 8 systems
with Fast Boot support. Other text also will not display (for example, Ownership Tag). Default is
enabled.
Option ROM Prompt (enable/disable). Enabling this feature will cause the system to display a
message before loading option ROMs. Default is enabled.
After Power Loss (off/on/previous state). Default is Power off. Setting this option to:
◦
Power off—causes the computer to remain powered off when power is restored.
◦
Power on—causes the computer to power on automatically as soon as power is restored.
◦
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If you turn off power to the computer using the switch on a power strip, you will not be able to
use the suspend/sleep feature or the Remote Management features.
●
POST Delay (in seconds). Enabling this feature will add a user-specified delay to the POST process.
This delay is sometimes needed for hard disks on some PCI cards that spin up very slowly, so slowly
that they are not ready to boot by the time POST is finished. The POST delay also gives you more
time to select F10 to enter Computer (F10) Setup. Default is None.
●
Remote Wakeup Boot Source (remote server/local hard drive). Default is Local hard drive.
●
Factory Recovery Boot Support (Enable/Disable). Provides the ability for the BIOS to redirect the
boot to the recovery partition on the user hard drive, if present. Some versions of the recovery
software honor the F11 key press even when this feature is disabled by the BIOS. Default is
disabled.
●
Bypass F1 Prompt on Configuration Changes (Enable/Disable). Allows you to set the computer not
to confirm when changes were made. Default is disabled.
BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify.
Onboard Devices Allows you to set resources for or disable Legacy devices.
Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all operating
systems. To hide a device from the operating system, see Security > Device Security.
Computer Setup (F10) Utilities 59
Table 6-6 Computer Setup—Advanced (for advanced users) (continued)
Bus Options Allows you to enable or disable:
●
PCI SERR# Generation. Default is enabled.
●
PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only
needed when more than one graphics controller is installed. Default is disabled.
Device Options Allows you to set:
●
Printer mode (Bi-Directional, EPP + ECP, Output Only). ECP = Enhanced Capabilities Port, EPP =
Enhanced Parallel Port. Default is EPP+ECP.
●
Num Lock State at Power-On (off/on). Default is off.
●
Integrated Video (enable/disable). Use this option to disable the integrated video controller when
another video controller is present in the system. Default is enabled.
●
Integrated Graphics (Auto/Disable/Force) Use this option to manage integrated (UMA) graphics
memory allocation. The value you choose is allocated permanently to graphics and is unavailable to
the operating system. For example, if you set this value to 512M on a system with 2 GB of RAM, the
system always allocates 512 MB for graphics and the other 1.5 GB for use by the BIOS and operating
system. Default is Auto which sets memory allocation to 512 MB.
If you select Force, the UMA Frame Buffer Size option displays, which lets you set the UMA memory
size allocation between 32 MB and 1 GB.
●
Internal Speaker (does not affect external speakers). Default is enabled.
●
NIC PXE Option ROM Download (PXE, iSCSI, disabled). The BIOS contains an embedded NIC option
ROM to allow the unit to boot through the network to a PXE server. This is typically used to
download a corporate image to a hard drive. The NIC option ROM takes up memory space below 1MB
commonly referred to as DOS Compatibility Hole (DCH) space. This space is limited. This F10 option
will allow users to disable the downloading of this embedded NIC option ROM thus giving more DCH
space for additional PCI cards which may need option ROM space. The default will be to have the NIC
option-ROM-enabled. Default is PXE.
●
SATA RAID Option ROM Download (enable/disable). The BIOS contains an embedded SATA RAID
option ROM for RAID support. This can be temporarily disabled to save DCH space. Note that with
the option ROM disabled, users will be unable to boot to hard drives in the system while running in
RAID mode. Default is disabled.
●
Multi-Processor (enable/disable). Use this option to disable multi-processor support under the OS.
Default is enabled.
●
Hyper threading (enable/disable). Use this option to disable processor hyper-threading.
●
Turbo Mode (enable/disable). Allows you to enable and disable the Intel Turbo Mode feature, which
allows one core of the system to run at a higher than standard frequency and power if other cores
are idle. Default is enabled.
VGA Configuration Displayed only if there is an add-in video card in the system. Allows you to specify which VGA controller
AMT Configuration Allows you to set:
will be the “boot” or primary VGA controller.
●
AMT (enable/disable). Allows you to enable or disable functions of the embedded Management
Engine (ME) such as Active Management Technology (AMT). If set to disable, the Management
Engine is set to a temporarily disabled state and will not provide functions beyond necessary
system configuration. Default is enabled.
●
Unconfigure AMT/ME (enable/disable). Allows you to unconfigure any provisioned management
settings for AMT. The AMT settings are restored to factory defaults. This feature should be used
with caution as AMT will not be able to provide any set AMT management functions once
unconfigured. Default is disabled.
●
Hide Unconfigure ME Confirmation Prompt (enable/disable). Allows you to set the system to not
display the confirmation to unconfigure ME.
60 Chapter 6 Computer Setup (F10) Utility
Table 6-6 Computer Setup—Advanced (for advanced users) (continued)
●
Watchdog Timer (enable/disable). Allows you to set amount of time for a operating system and
BIOS watchdog alert to be sent if the timers are not deactivated. BIOS watchdog is deactivated by
BIOS and would indicate that a halt occurred during execution if the alert is sent to the management
console. An operating system alert is deactivated by the operating system image and would indicate
that a hang occurred during its initialization. Default is enabled.
Recovering the Configuration Settings
This method of recovery requires that you first perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See
Computer Setup—File table.)
NOTE: It is recommended that you save any modified computer configuration settings to a USB flash media
device and save the device for possible future use.
To restore the configuration, insert the USB flash media device with the saved configuration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See
on page 52 in the Computer Setup—File table.)
Computer Setup—File on page 52 in the
Computer Setup—File
Recovering the Configuration Settings 61
7 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,
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
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.
POST Error Messages on page 100.
http://www.hp.com/ergo for
●
Run the hard drive self-test in Computer Setup. Refer to
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,
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
●
Refer to
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with selfsolve 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:
Helpful Hints on page 63 in this guide.
Computer Setup (F10) Utility on page 50 for
POST Error Messages on page 100
http://www.hp.com/support.
http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at
information, software and drivers, proactive notification, and worldwide community of peers and HP experts.
62 Chapter 7 Troubleshooting Without Diagnostics
http://www.hp.com/go/bizsupport for the latest online support
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●
Be in front of your computer when you call.
●
Write down the computer serial number, product ID number, and monitor serial number before calling.
●
Spend time troubleshooting the problem with the service technician.
●
Remove any hardware that was recently added to your system.
●
Remove any software that was recently installed.
●
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files before
running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service
provider or dealer.
Helpful Hints
If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:
●
Check that the computer and monitor are plugged into a working electrical outlet.
●
Check that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●
Check that the computer is turned on and the white power light is on.
●
Check that the monitor is turned on and the green monitor light is on.
●
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
codes that will help you diagnose the problem. Refer to Appendix A,
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, then the keyboard should be operating correctly.
●
Check all cable connections for loose connections or incorrect connections.
●
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not
shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if
it is set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●
Reconfigure the computer after installing a non-plug and play expansion board or other option. See
Solving Hardware Installation Problems on page 81 for instructions.
●
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
POST Error Messages on page 100
●
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful Hints 63
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
●
If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor
connectors are disabled and if the monitor is connected into these ports, the monitor will not function.
You can select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving General Problems
You may be able to easily resolve the general problems described in this section. If a problem persists and
you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When 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 7-1 Solving General Problems
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 button for at least four seconds
until the computer turns off.
2. Disconnect the power cord from the electrical outlet.
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
System has locked up. Restart computer.
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
64 Chapter 7 Troubleshooting Without Diagnostics
Computer date and time display is incorrect.
Cause Solution
or contact an authorized dealer or reseller for RTC battery
replacement.
To access Control Panel in Windows 8, from the Start screen, type
c, and then select Control Panel from the list of applications.
Cursor will not move using the arrow keys on the keypad.
Cause Solution
The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you
want to use the arrow keys on the keypad. You can also disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
affect the external speakers).
2. Make 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 Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause Solution
Processor is too hot. 1. Make sure airflow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
Solving General Problems 65
Table 7-1 Solving General Problems (continued)
Poor performance.
Cause Solution
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
Low on memory. Add more memory.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. In Windows 8:
Some software applications, especially games, are stressful on
the graphics subsystem.
hard drive.
Restart the computer.
1. On the Start screen, right-click, and then select the All apps
icon.
2. Under Windows System, click Run.
3. Type msconfig, and then press Enter.
4. On the Startup tab of the System Configuration Utility, clear
applications that you do not want to launch automatically,
and the click OK.
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 application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor 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.
66 Chapter 7 Troubleshooting Without Diagnostics
System does not power on and the LEDs on the front of the computer are not flashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns green, 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 board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system 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
assembly.
5. If the 5V_aux light on the system board is off, then replace
the power supply.
6. Replace the system board.
Solving General Problems 67
Solving Power Problems
Common causes and solutions for power problems are listed in the following table.
Table 7-2 Solving Power Problems
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Power supply will not turn on because of internal power supply
fault.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
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.)
Select the proper AC voltage using the selector switch.
Replace the power supply.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor 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.
Cause Solution
Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage
The incorrect external power supply adapter is being used on the
All-in One or USDT.
68 Chapter 7 Troubleshooting Without Diagnostics
selector, located on the rear of the power supply (some
models), is set to the appropriate voltage. Proper voltage
setting depends on your region.
2. Open the access panel and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power off and replace one device at a time and
repeat this procedure until failure occurs. Replace the
device that is causing the failure. Continue adding devices
one at a time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
The power supply adapter must be at the correct power rating
and use the Smart ID technology before the system will power up.
Replace the power supply adapter with the HP-supplied power
supply adapter.
Solving Hard Drive Problems
Table 7-3 Solving Hard Drive Problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 8, on the Start screen type e, and then select
Disk transaction problem.
Cause Solution
File Explorer from the list 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.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Either the directory structure is bad or there is a problem with a
file.
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
In Windows 8, on the Start screen type e, and then click File
Explorer from the list 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.
See reconfiguration directions in the
Installation Problems on page 81 section. If the system still
does not recognize the new device, check to see if the device is
listed within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
Power-On Options.
Solving Hardware
Nonsystem disk/NTLDR missing message.
Cause Solution
The system is trying to start from the hard drive but the hard
drive may have been damaged.
System files missing or not properly installed. 1. Insert bootable media and restart the computer.
▲
Perform Drive Protection System (DPS) testing in system
ROM.
Solving Hard Drive Problems 69
Table 7-3 Solving Hard Drive Problems (continued)
Nonsystem disk/NTLDR missing message.
Cause Solution
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system files for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in
the Storage > Boot Order list.
Bootable hard drive is not attached as first in a multi-hard drive
configuration.
Bootable hard drive is not listed first in the Boot Order. Run the Computer Setup utility and select Storage > Boot Order
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Hard Drive's “Emulation Type” is set to “None.” (some models) Run the Computer Setup utility and change the “Emulation Type”
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
and ensure the bootable hard drive is listed immediately under
the Hard Drive entry.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.
Storage > Boot Order.
to “Hard Disk” in the device's details under Storage > Device
Configuration.
beeps are heard. See Appendix A,
on page 100 to determine possible causes for the blinking red
and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
POST Error Messages
Computer seems to be locked up.
Cause Solution
Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not
70 Chapter 7 Troubleshooting Without Diagnostics
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn off the power. To restart the computer, press the
power button again.
Solving Media Card Reader Problems
Table 7-4 Solving Media Card Reader Problems
Media card will not work in a digital camera after formatting it in Windows.
Cause Solution
By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.
A write-protected or locked error occurs when attempting to write to the media card.
Cause Solution
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.
Can not write to the media card.
Cause Solution
The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card
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.
Either format the media card in the digital camera or select FAT
file system to format the media card in a computer with Windows.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located on
the bottom of the Memory Stick/PRO card is not in the locked
position.
to see if it writable. Refer to the previous section for a list of
compatible cards.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located on
the bottom of the Memory Stick/PRO card is not in the locked
position.
Unable to access data on the media card after inserting it into a slot.
Cause Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Do not know how to remove a media card correctly.
Cause Solution
The computer’s software is used to safely eject the card. In Windows 8, on the Start screen, type e, and then click File
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
Explorer from the list of applications. Expand Computer, rightclick on the corresponding drive icon, and then select Eject. Pull
the card out of the slot.
NOTE: Never remove the card when the green LED is flashing
Solving Media Card Reader Problems 71
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the first time.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause Solution
The inserted media card has boot capability. 1. If you do not want to boot from the media card, remove it
Solving Display Problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Table 7-5 Solving Display Problems
Blank screen (no video).
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
during boot or do not select the option to boot from the
inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify the
boot menu.
3. Change the boot sequence in F10 Computer Setup.
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 from the monitor to the computer and
You may have a screen blanking utility installed or energy saver
features are enabled.
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
You are using a fixed-sync monitor and it will not sync at the
resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the
to the electrical outlet.
Press any key or click the mouse button and type your password
(if set).
Reflash the system ROM with the latest BIOS image.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the computer
72 Chapter 7 Troubleshooting Without Diagnostics
Table 7-5 Solving Display Problems (continued)
Blank screen (no video).
Cause Solution
Monitor settings in the computer are not compatible with the
monitor.
Monitor is configured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
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. Power on the system.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 8, from the Start
screen, type c, and then select Control Panel from the list
of applications.
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
Solving Display Problems 73
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
Cables are not properly connected. Check that the graphics cable is securely connected to the
Blurry video or requested resolution cannot be set.
Cause Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Monitor is not capable of displaying requested resolution. Change requested resolution.
Graphics card is bad. Replace the graphics card.
Disable monitor energy saver feature.
graphics card (if applicable) or video connector and the monitor.
Install the video drivers included in the upgrade kit.
The picture is broken up, rolls, jitters, or flashes.
Cause Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came with
Image is not centered.
Cause Solution
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with
each other’s electromagnetic field by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
the monitor for instructions.
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
74 Chapter 7 Troubleshooting Without Diagnostics
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is off while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
High pitched noise coming from inside a flat panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Restart the computer and enter Safe Mode. Change the settings
to a supported setting then restart the computer so that the new
settings take effect.
To enter Safe Mode in Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then under
Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options, select
Startup Settings, and then click Restart.
4. Use the function keys or number keys to select the safe
mode option you want.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (flat panel monitors using an analog VGA input connection only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card.
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist
you with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202:
2. Replace the graphics card.
http://www.hp.com/support
Solving Display Problems 75
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
Solving Audio Problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Table 7-6 Solving Audio Problems
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
symbol. You can copy the symbol from the Character Map into a
document.
In Windows 8, on the Start screen, type ch, and then select
Character Map from the list of applications.
Sound does not come out of the speaker or headphones.
Cause Solution
Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure
that Mute is not selected and use the volume slider to adjust the
volume.
NOTE: In Windows 8, the taskbar is available at the bottom of
the Desktop screen.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security > Device Security >
System Audio.
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently
installed sound card.
Headphones or devices connected to the line-out connector mute
the internal speaker.
Computer is in Sleep state. Press the power button to resume from Sleep state.
See the sound card documentation for proper speaker
connection. The rear audio jack output is the green receptacle.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced
76 Chapter 7 Troubleshooting Without Diagnostics
> Device Options > Internal Speaker.
Table 7-6 Solving Audio Problems (continued)
Sound does not come out of the speaker or headphones.
Cause Solution
The application is set to use a different audio device than
speakers.
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.
Sound from headphones is not clear or muffled.
Cause Solution
Headphones are plugged into the rear audio output connector.
The rear audio output connector is for powered audio devices and
is not designed for headphone use.
Computer appears to be locked up while recording audio.
Cause Solution
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
Set the operating system to use the correct audio device.
Plug the headphones into the headphone connector on the front
of the computer.
The hard disk may be full. Before recording, make sure there is enough free space on the
hard disk. You can also try recording the audio file in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been reconfigured in the audio driver or application
software.
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a different audio device than
speakers.
In the audio driver or application software, reconfigure the jack or
set the jack to its default value.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
Solving Audio Problems 77
Table 7-6 Solving Audio Problems (continued)
There is no sound or sound volume is too low.
Cause Solution
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 audio device.
78 Chapter 7 Troubleshooting Without Diagnostics
Solving Printer Problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Table 7-7 Solving Printer Problems
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port] is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
If you are on a network, you may not have made the connection
to the printer.
Printer may have failed. Run printer self-test.
Printer will not turn on.
Cause Solution
The cables may not be connected properly. Reconnect all cables and check the power cord and electrical
Printer prints garbled information.
Cause Solution
The correct printer driver for the application is not installed. Install the correct printer driver for the application.
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it back
Make the proper network connections to the printer.
outlet.
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 Printer Problems 79
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.
Table 7-8 Solving Keyboard Problems
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause Solution
If your computer is equipped with USB 3.0 ports, connected USB
3.0 devices can interfere with the wireless keyboard USB receiver.
Keyboard commands and typing are not recognized by the computer.
Cause Solution
Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Cursor will not move using the arrow keys on the keypad.
Connect the wireless keyboard USB receiver to a USB 2.0 port that
is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
the computer, and then restart the computer.
computer.
CAUTION: When attempting to resume from Sleep date, 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.
Cause Solution
The Num Lock key is on. Press the Num Lock key. The Num Lock light should be off if you
Table 7-9 Solving Mouse Problems
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
80 Chapter 7 Troubleshooting Without Diagnostics
want to use the arrow keys on the keypad. You can disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.
Shut down the computer using the keyboard.
Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Use the arrow keys to select Power, and then press Enter.
Table 7-9 Solving Mouse Problems (continued)
Mouse does not respond to movement or is too slow.
Cause Solution
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
computer.
Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal
components.
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause Solution
Mouse roller ball or the rotating encoder shafts that make
contact with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean
the internal components with a mouse cleaning kit available from
most computer stores.
Solving Hardware Installation Problems
You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
configures the computer. If you install a non-plug and play device, you must reconfigure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When 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 7-10 Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause Solution
Device is not seated or connected properly. Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Solving Hardware Installation Problems 81
Table 7-10 Solving Hardware Installation Problems (continued)
A new device is not recognized as part of the system.
Cause Solution
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn off the computer, turn on the external device, then turn on
When the system advised you of changes to the configuration,
you did not accept them.
A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
Computer will not start.
Cause Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting
the changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic configuration that does not
cause a resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
is selected for appropriate USB ports under Security > USB
Security.
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
NOTE: DIMM1 or XMM1 must always be installed. On all
computers except the USDT, 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 pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Memory is installed incorrectly or is bad.
CAUTION: To avoid damage to the DIMMs or the system board,
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
82 Chapter 7 Troubleshooting Without Diagnostics
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
NOTE: DIMM1 or XMM1 must always be installed. On all
computers except the USDT, DIMM1 must be installed
before DIMM2, and DIMM3 must be installed before DIMM4
3. Replace third-party memory with HP memory.
4. Replace the system board.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Graphics card (some models) is not seated properly or is bad, or
system board is bad.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Bad option card. 1. Check each option card by removing the cards one at time (if
Solving Network Problems
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system board.
multiple cards), then power on the system to see if fault
goes away.
2. Once bad card is identified, remove and replace bad option
card.
3. Replace the system board.
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 7-11 Solving Network Problems
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Maximum Power Saving feature is enabled. Disable the S5 Maximum Power Saving option in Computer Setup.
Select Power > Hardware Power Management > S5 Maximum
Power Savings.
Solving Network Problems 83
Table 7-11 Solving Network Problems (continued)
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup. Select
Advanced > Device Options > S5 Wake on LAN.
Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 8:
1. From the Start screen, type c, and then select Control Panel
from the list of applications.
2. Select Network and Sharing Center, and then click the
Ethernet link next to the connection.
3. Click the Properties button.
4. Click the Configure button.
5. Click the Power Management tab, then enable the
appropriate Wake-on LAN option.
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list 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 equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
84 Chapter 7 Troubleshooting Without Diagnostics
Table 7-11 Solving Network Problems (continued)
Network status link light never flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause Solution
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Network driver 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 device.
The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of
the cable.
Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource
The network controller is defective. Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause Solution
Network drivers are not loaded, or driver parameters do not
match current configuration.
The network controller is not configured for this computer. Select the Network and Sharing Center icon in the Control Panel
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
Ensure that the cable and device at the other end are operating
correctly.
settings for the board.
Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
and configure the network controller.
To access Control Panel in Windows 8, from the Start screen, type
c, and then select Control Panel.
Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource
settings for the board.
Solving Network Problems 85
Table 7-11 Solving Network Problems (continued)
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and
conflicts with the embedded NIC.
Network controller stops working without apparent cause.
Cause Solution
The files containing the network drivers are corrupted. Reinstall the network drivers using Windows recovery tools in
The cable is not securely connected. Ensure that the cable is securely attached to the network
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industrystandard specifications.
Under the Computer Setup Advanced menu, change the resource
settings for the board.
Windows 8.
If necessary, download the softpaq from the web (from a
different computer).
connector and that the other end of the cable is securely attached
to the correct device.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
Solving Memory Problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
86 Chapter 7 Troubleshooting Without Diagnostics
that the Remote System Installation Server contains the NIC
drivers for your NIC.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the
Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the
computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled.
The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
Table 7-12 Solving Memory Problems
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module 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.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly
Integrated graphics may use system memory. No action required.
Insufficient memory error during operation.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
requirements.
and that proper modules are used.
Cause Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
You have run out of memory for the application. Check the memory requirements for the application or add more
Delete any TSRs that you do not need.
memory to the computer.
Solving Memory Problems 87
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
Solving Processor Problems
If you encounter processor problems, common causes and solutions are listed in the following table.
Table 7-13 Solving Processor Problems
Poor performance is experienced.
Cause Solution
Processor is hot. 1. Make sure the airflow to the computer is not blocked.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
2. Make sure the fans are connected and working properly
(some fans only operate when needed).
Power LED flashes Red three times, once every second, followed by a two second pause.
Cause Solution
Processor is not seated properly or not installed. 1. Check to see that the processor is present.
Power LED flashes Red eleven times, once every second, followed by a two second pause.
Cause Solution
The current processor does not support a feature previously
enabled on this system.
Solving CD-ROM and DVD Problems
3. Make sure the processor heat sink is installed properly.
2. Reseat the processor.
1. Install a TXT (Trusted Execution Technology) capable
processor.
2. Disable TXT in the Computer Setup (F10) utility.
3. Reinstall the original processor.
If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following
table or to the documentation that came with the optional device.
88 Chapter 7 Troubleshooting Without Diagnostics
Table 7-14 Solving CD-ROM and DVD Problems
System will not boot from CD-ROM or DVD drive.
Cause Solution
The device is attached to a SATA port that has been hidden in the
Computer Setup utility.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in
Non-bootable CD in drive. Try a bootable CD in the drive.
Boot order not correct. Run the Computer Setup utility and change boot sequence in
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
media in Storage > Storage Options. Ensure CD-ROM is enabled
in Storage > Boot Order.
Security > Network Boot.
Storage > Boot Order.
See reconfiguration directions in the
Installation Problems on page 81 section. If the system still does
not recognize the new device, check to see if the device is listed
within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
Solving Hardware
The device is attached to a SATA port that has been hidden in
Computer Setup.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause Solution
Drive is not connected properly or not properly configured. See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause Solution
Movie may be regionalized for a different country. See the documentation that came with the DVD drive.
Decoder software is not installed. Install decoder software.
Damaged media. Replace media.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
Power-On Options.
Solving CD-ROM and DVD Problems 89
Table 7-14 Solving CD-ROM and DVD Problems (continued)
Movie will not play in the DVD drive.
Cause Solution
Movie rating locked out by parental lock. Use DVD software to remove parental lock.
Media installed upside down. Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause Solution
Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause Solution
Media is corrupt. Try different media to confirm whether media is valid.
Media has been inserted upside down. Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most
Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.
emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
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.
computer stores.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
2. Restart the computer and let Windows detect the CD or DVD
driver.
Recording or copying CDs is difficult or impossible.
Cause Solution
Wrong or poor quality media type. 1. Try using a slower speed when recording.
Solving USB Flash Drive Problems
If you encounter USB flash drive problems, common causes and solutions are listed in the following table.
90 Chapter 7 Troubleshooting Without Diagnostics
2. Verify that you are using the correct media for the drive.
3. Try a different brand of media. Quality varies widely
between manufacturers.
Table 7-15 Solving USB Flash Drive Problems
USB flash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before
System will not boot from USB flash drive.
Cause Solution
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
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 defective. Try a different flash drive.
Run the Computer Setup utility and enable USB ports in
Security > USB Security.
applying power to the system
Storage > Boot Order.
media in Storage > Storage Options. Ensure USB is enabled in
Storage > Boot Order.
Solving Front Panel Component Problems
If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
Device is not properly connected. 1. Turn off the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power. If the USB device requires AC power, be sure one end is connected
The correct device driver is not installed. 1. Install the correct driver for the device.
to the device and one end is connected to a live outlet.
Solving Front Panel Component Problems 91
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
The cable from the device to the computer does not work. 1. If possible, replace the cable.
The device is not working. 1. Replace the device.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that the USB ports are
Solving Internet Access Problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the
common causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
2. You might need to reboot the computer.
2. Restart the computer.
2. Restart the computer.
set to Enabled in Security > USB Security.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on
Cable/DSL service is not available or has been interrupted due to
bad weather.
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the
IP address is not configured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specific
information that the Web server can later retrieve.)
Cannot automatically launch Internet programs.
your ISP.
the front of the cable/DSL modem.
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.)
computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)
Windows 8:
1. From the Start screen, type c, and then select Control Panel
from the list of applications..
2. Click Internet Options.
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
92 Chapter 7 Troubleshooting Without Diagnostics
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