Maintenance and Service Guide
HP 260 G2 Desktop Mini PC
© Copyright 2016 HP Development Company,
L.P. The information contained herein is subject
to change without notice.
Intel, Core, Pentium, and Celeron are
trademarks of Intel Corporation in the U.S. and
other countries. Bluetooth is a trademark
owned by its proprietor and used by HP under
license. Microsoft and Windows are U.S.
registered trademarks of the Microsoft group
of companies. SD Logo is a trademark of its
proprietor.
The following applies to HP systems with Intel
Skylake or next-generation silicon chip-based
system shipping with Windows 7, Windows 8,
Windows 8.1 or Windows 10 Pro systems
downgraded to Windows 7 Professional,
Windows 8 Pro, or Windows 8.1: This version of
Windows running with the processor or
chipsets used in this system has limited
support from Microsoft. For more information
about Microsoft’s support, please see
Microsoft’s Support Lifecycle FAQ at
https://support.microsoft.com/lifecycle
The information contained herein is subject to
change without notice. 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.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions of
Windows 8. 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.
This computer may require upgraded and/or
separately purchased hardware and/or a DVD
drive to install the Windows 7 software and
take full advantage of Windows 7 functionality.
See http://windows.microsoft.com/en-us/
windows7/get-know-windows-7 for details.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a refund subject to the
refund policy of your place of purchase.
For any further information or to request a full
refund of the computer, please contact your
local point of sale (the seller).
First Edition (April 2016)
Document Part Number: 860801-001
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place
the device directly on your lap or obstruct the device air vents. Use the device only on a hard, at surface. Do
not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs
or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
iii
iv Safety warning notice
Table of contents
1 Product features ........................................................................................................................................... 1
Standard conguration features ........................................................................................................................... 1
Serial number location .......................................................................................................................................... 1
Front panel components ........................................................................................................................................ 2
Rear panel components ......................................................................................................................................... 2
2 Illustrated parts catalog ................................................................................................................................ 3
Chassis spare parts ................................................................................................................................................ 3
Computer major components ............................................................................................................. 3
Miscellaneous parts ............................................................................................................................. 4
Drives and memory ............................................................................................................................. 5
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................... 6
Electrostatic discharge information ...................................................................................................................... 6
Generating static ................................................................................................................................. 6
Preventing electrostatic damage to equipment ................................................................................. 7
Personal grounding methods and equipment .................................................................................... 7
Grounding the work area ..................................................................................................................... 7
Recommended materials and equipment ........................................................................................... 8
Operating guidelines .............................................................................................................................................. 8
Routine care ........................................................................................................................................................... 9
General cleaning safety precautions .................................................................................................. 9
Cleaning the computer case ................................................................................................................ 9
Cleaning the keyboard ......................................................................................................................... 9
Cleaning the monitor ......................................................................................................................... 10
Cleaning the mouse ........................................................................................................................... 10
Service considerations ......................................................................................................................................... 10
Tools and software requirements ..................................................................................................... 10
Screws ............................................................................................................................................... 10
Cables and connectors ...................................................................................................................... 10
Hard Drives ........................................................................................................................................ 11
Lithium coin cell battery .................................................................................................................... 11
SATA hard drives .................................................................................................................................................. 12
SATA hard drive cables ......................................................................................................................................... 12
SATA data cable ................................................................................................................................. 12
SMART ATA drives ................................................................................................................................................ 12
v
Cable management .............................................................................................................................................. 12
4 Removal and replacement procedures ........................................................................................................... 13
Preparation for disassembly ............................................................................................................................... 13
Access panel ......................................................................................................................................................... 14
Hard drive ............................................................................................................................................................. 15
Memory ................................................................................................................................................................ 17
DDR4-SDRAM SODIMMs .................................................................................................................... 17
Populating SODIMM sockets ............................................................................................................. 18
Replacing SODIMMs ........................................................................................................................... 19
WLAN module ...................................................................................................................................................... 21
Speaker ................................................................................................................................................................ 22
Fan ........................................................................................................................................................................ 24
RTC battery .......................................................................................................................................................... 25
Heat sink .............................................................................................................................................................. 27
Drive cage and drive cable ................................................................................................................................... 28
System board ....................................................................................................................................................... 30
System board callouts ....................................................................................................................... 33
Wireless antennas ................................................................................................................................................ 34
Installing an optional rear port cover .................................................................................................................. 38
5 Computer Setup (F10) Utility ........................................................................................................................ 39
Computer Setup (F10) Utilities ............................................................................................................................ 39
Using Computer Setup (F10) Utilities ................................................................................................ 40
Computer Setup—File ....................................................................................................................... 41
Computer Setup—Storage ................................................................................................................ 42
Computer Setup—Security ............................................................................................................... 43
Computer Setup—Power .................................................................................................................. 45
Computer Setup—Advanced ............................................................................................................. 45
Recovering the Conguration Settings ............................................................................................................... 46
6 Troubleshooting without diagnostics ............................................................................................................ 47
Safety and comfort .............................................................................................................................................. 47
Before you call for technical support .................................................................................................................. 47
Helpful hints ........................................................................................................................................................ 48
Solving general problems .................................................................................................................................... 49
Solving power problems ...................................................................................................................................... 53
Solving hard drive problems ................................................................................................................................ 54
Solving media card reader problems ................................................................................................................... 56
Solving display problems .................................................................................................................................... 57
vi
Solving audio problems ....................................................................................................................................... 61
Solving printer problems ..................................................................................................................................... 63
Solving keyboard and mouse problems .............................................................................................................. 64
Solving Hardware Installation Problems ............................................................................................................. 65
Solving Network Problems .................................................................................................................................. 67
Solving memory problems .................................................................................................................................. 70
Solving USB ash drive problems ........................................................................................................................ 71
Solving front panel component problems .......................................................................................................... 72
Solving Internet access problems ....................................................................................................................... 72
Solving software problems .................................................................................................................................. 74
7 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 75
POST numeric codes and text messages ............................................................................................................. 75
Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 80
8 Password security and resetting CMOS .......................................................................................................... 82
Resetting the password jumper .......................................................................................................................... 82
Clearing and resetting the BIOS ........................................................................................................................... 84
9 Using HP PC Hardware Diagnostics (UEFI) ....................................................................................................... 86
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................... 86
10 System backup and recovery ...................................................................................................................... 88
Backing up, restoring, and recovering in Windows 10 ........................................................................................ 88
Creating recovery media and backups .............................................................................................. 88
Creating HP Recovery media (select products only) ...................................................... 88
Using Windows tools ......................................................................................................................... 89
Restore and recovery ........................................................................................................................ 89
Recovering using HP Recovery Manager ........................................................................ 90
What you need to know before you get started .......................................... 90
Using the HP Recovery partition (select products only) .............................. 91
Using HP Recovery media to recover ........................................................... 91
Changing the computer boot order .............................................................. 91
Removing the HP Recovery partition (select products only) ....................... 91
Backing up, restoring, and recovering in Windows 7 .......................................................................................... 92
Creating recovery media ................................................................................................................... 92
Creating recovery media using HP Recovery Manager (select models only) ................. 93
Creating recovery discs with HP Recovery Disc Creator (select models only) ............... 94
Creating recovery discs ................................................................................ 94
Backing up your information .......................................................................................... 94
vii
System Restore ................................................................................................................................. 95
System Recovery ............................................................................................................................... 95
System Recovery when Windows is responding ............................................................ 96
System Recovery when Windows is not responding ...................................................... 96
System Recovery using recovery media (select models only) ....................................... 97
Using HP Recovery Disc operating system discs (select models only) .......................... 97
Appendix A Power Cord Set Requirements ........................................................................................................ 99
General Requirements ......................................................................................................................................... 99
Japanese Power Cord Requirements ................................................................................................................... 99
Country-Specic Requirements ........................................................................................................................ 100
Appendix B Statement of Volatility ................................................................................................................ 101
Appendix C Specications ............................................................................................................................. 103
Index ........................................................................................................................................................... 104
viii
1 Product features
Standard conguration features
Features may vary depending on the model. For a complete listing of the hardware and software installed in
the computer, run the diagnostic utility (included on some computer models only).
NOTE: This computer model can be used in a tower orientation or a desktop orientation. The tower stand is
sold separately.
Serial number location
Each computer has a unique serial number and a product ID number that are located on the exterior of the
computer. Keep these numbers available for use when contacting customer service for assistance.
Standard conguration features 1
Front panel components
Drive conguration may vary by model.
Front panel components
1 Audio-out (headphone) jack 4 Hard drive activity light
2 Audio-in (microphone) jack 5 Power button
3 USB 3.0 ports
NOTE: The Power On light is normally white when the power is on. If it is ashing red, there is a problem with the
computer and it is displaying a diagnostic code. Refer to the Maintenance and Service Guide to interpret the code.
Rear panel components
Rear panel components
1 Optional antenna cover 6 VGA monitor connector (black)
2 Padlock loop 7 USB 3.0 ports (blue)
3 Security cable slot 8 USB 2.0 ports (black) with keyboard
4 Power connector for the AC adapter 9 RJ-45 (network) jack
5 HDMI monitor connector 10 Power supply cord retainer clip
2 Chapter 1 Product features
wakeup function
2 Illustrated parts catalog
Chassis spare parts
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Computer major components
Item Description
(1) Access panel
(2) Base enclosure
(3) System board with embedded processor (includes replacement thermal material)
Intel Core i5-6200U processor
Intel Core i3-6100U processor
Intel Pentium 4405U processor
Intel Celeron 3855U processor
Chassis spare parts 3
Miscellaneous parts
Item Description
(1) Heat sink
(2) Fan
(3) Speaker
(4) Hard drive connector and cable
(5) WLAN module (HP WLAN 802.11 b/g/n 1x1 + Bluetooth 4.0)
(6) Hard drive cage
Antennas and transceivers (not illustrated)
Power supply, 65W, 89% eciency (not illustrated)
Stand (not illustrated)
HP Ultraslim Keyed Cable Lock (not illustrated)
Grommet, hard drive (not illustrated)
Adapter, USB to serial (not illustrated)
Mouse (not illustrated)
HP USB
HP USB laser
Unbranded USB
Keyboard (not illustrated)
4 Chapter 2 Illustrated parts catalog
Item Description
HP USB slim
USB
HP USB Essential
HP wireless keyboard and mouse with dongle
Power cord, 1.83 m; (not illustrated)
Drives and memory
Item Description
(1) Hard drive
1 TB, 5400 rpm hard drive, 2.5-inch
500 GB, 5400 rpm hard drive, 2.5-inch
Solid state drives (not illustrated)
256 GB
128 GB
Grommet, hard drive (not illustrated)
(2) Memory modules (SODIMM, PC4-17000)
16-GB
8-GB
4-GB
2-GB
Chassis spare parts 5
3 Routine care, SATA drive guidelines, 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.
Electrostatic discharge information
A sudden discharge of static electricity from your nger 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 aected 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:
●
Dierent activities generate dierent amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
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.
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
NOTE: 700 volts can degrade a product.
6 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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.
●
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 exible 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 t 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 oors or dissipative oor 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 o power and input signals before inserting and removing connectors or test equipment.
1,500
7,500
15,000
●
Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
●
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
●
Use eld service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Electrostatic discharge information 7
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 oor 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 airow.
●
Never restrict the airow 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 airow.
●
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 airow. Be sure to unplug the computer before cleaning the air vents.
●
Never operate the computer with the cover or side panel removed.
●
Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●
Keep liquids away from the computer and keyboard.
8 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
Never cover the ventilation slots on the monitor with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
Routine care
General cleaning safety precautions
1.
Never use solvents or ammable 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 9 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 airow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 9 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer
case on page 9.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 9
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.
Routine care 9
●
If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
●
Cleaning under 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
bers or dirt in conned areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●
Wipe the monitor 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 ammable liquids on the monitor.
●
To clean the monitor body follow the procedures in Cleaning the computer case on page 9.
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned o.
●
Clean the mouse ball by rst removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
●
To clean the mouse body, follow the procedures in Cleaning the computer case on page 9.
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
●
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●
Diagnostics software
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of dierent 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.
Cables and connectors
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.
10 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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 computer.
Avoid dropping drives from any height onto any surface.
If you are inserting or removing a hard drive, turn o the computer. Do not remove a hard drive while the
computer is on or in standby mode.
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Do not use excessive force when inserting a drive.
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic elds
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 re and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or re, 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 11
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 dierential 400-700 mV
Drive voltages 5 V
Jumpers for conguring drive N/A
Data transfer rate 6.0 Gb/s
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 6.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overexed. 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.
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.
Cable management
Always follow good cable management practices when working inside the computer.
●
Keep cables away from major heat sources like the heat sink.
●
Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts
are moved.
●
When folding a at ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.
●
Do not bend any cable sharply. A sharp bend can break the internal wires.
●
Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.
●
Never crease a SATA data cable.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
4 Removal and replacement procedures
Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.
NOTE: Not all features listed in this guide are available on all computers.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Preparation for disassembly
See Routine care, SATA drive guidelines, and disassembly preparation on page 6 for initial safety procedures.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB ash drive, from the computer.
3. Turn o the computer properly through the operating system, then turn o any external devices.
CAUTION: Turn o the computer before disconnecting any cables.
Regardless of the power-on state, voltage is always present on the system board as long as the system
is plugged into an active AC outlet. In some systems the cooling fan is on even when the computer is in
the “Standby,” or “Suspend” modes. The power cord should always be disconnected before servicing a
unit.
4. Disconnect the power cord from the power outlet and disconnect any external devices.
5. If the computer is on a stand, remove the computer from the stand.
WARNING! Beware of sharp edges inside the chassis.
Preparation for disassembly 13
Access panel
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the screw on the rear of the computer (1), and then slide the panel forward and lift if o the
computer (2).
To install the access panel, reverse the removal procedure.
14 Chapter 4 Removal and replacement procedures
Hard drive
Description
Hard drives
1 TB, 5400 rpm hard drive, 2.5-inch
500 GB, 5400 rpm hard drive, 2.5-inch
Solid-state drives
256 GB
128 GB
Grommet, hard drive
NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you
can transfer the data to the new hard drive.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel Access panel on page 14.
3. Unplug the combined power and data cable from the hard drive (1). Use the pull tab on the cable
connector to unplug the cable. Then pull the release lever next to the rear of the hard drive outward (2).
While pulling the release lever out, slide the drive back until it stops, and then lift the drive up and out of
the bay (3).
Hard drive 15
4. Remove the silver and blue isolation mounting guide screws from the sides of the old hard drive.
Reverse this procedure to replace the hard drive.
16 Chapter 4 Removal and replacement procedures
Memory
Description
16-GB, PC4-17000, SODIMM
8-GB, PC4-17000, SODIMM
4-GB, PC4-17000, SODIMM
2-GB, PC4-17000, SODIMM
The computer comes with at least one preinstalled double data rate 4 synchronous dynamic random access
memory (DDR4-SDRAM) small outline dual inline memory module (SODIMM). There are two memory sockets
on the system board that can be populated with up to 32 GB of memory.
DDR4-SDRAM SODIMMs
For proper system operation, the SODIMMs must be:
●
industry-standard 288-pin
●
unbuered non-ECC PC4-17000 DDR4-2133 MT/s-compliant
●
1.2 volt DDR4-SDRAM SODIMMs
The SODIMMs must also:
●
support CAS latency 15 DDR4 2133 MT/s (15-15-15 timing)
●
contain the mandatory Joint Electronic Device Engineering Council (JEDEC) specication
In addition, the computer supports:
●
512-Mbit, 1-Gbit, 2-Gbit, 4-Gbit, and 8-Gbit non-ECC memory technologies
●
single-sided and double-sided SODIMMs
NOTE: The system will not operate properly if you install unsupported SODIMMs.
Memory 17
Populating SODIMM sockets
There are two SODIMM sockets on the system board, with one socket per channel. The sockets are labeled
DIMM1 and DIMM3. The DIMM1 socket operates in memory channel B. The DIMM3 socket operates in memory
channel A.
Item Description System Board Label Socket Color
1 SODIMM1 socket, Channel B DIMM1 Black
2 SODIMM2 socket, Channel A DIMM3 Black
The system will automatically operate in single channel mode, dual channel mode, or ex mode, depending
on how the SODIMMs are installed.
●
The system will operate in single channel mode if the SODIMM sockets are populated in one channel
only.
●
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.
●
The system will operate in ex 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 ex 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.
●
In any mode, the maximum operational speed is determined by the slowest SODIMM in the system.
18 Chapter 4 Removal and replacement procedures
Replacing SODIMMs
CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain
before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to
the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing
memory modules while voltage is present may cause irreparable damage to the memory modules or system
board.
The memory module sockets have gold-plated metal contacts. When upgrading the memory, it is important
to use memory modules with gold-plated metal contacts to prevent corrosion and/or oxidation resulting from
having incompatible metals in contact with each other.
Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, ensure that you are discharged of static electricity by
object.
When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. To remove a SODIMM, press outward on the two latches on each side of the SODIMM (1) then pull the
SODIMM out of the socket (2).
briey touching a grounded metal
Memory 19
4. Slide the new SODIMM into the socket at approximately a 30° angle (1) then press the SODIMM down (2)
so that the latches lock it in place.
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
The computer automatically recognizes the additional memory when you turn on the computer.
20 Chapter 4 Removal and replacement procedures
WLAN module
The WLAN module is located near from the front of the computer. The module is secured with one Phillips
screw and has two connected antennas. The main antenna connects to a transceiver near the speaker
assembly. The auxiliary antenna connects to a transceiver on the rear of the chassis.
NOTE: WLAN module appearance may vary.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Disconnect the antenna cables from the module (1).
4. Remove the screw (2) that secures the module to the system board.
5. Pull the module away from the socket to remove (3).
To install the WLAN module, reverse the removal procedure.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
WLAN module 21
Speaker
A single speaker is located behind the front bezel. It is secured by one plastic pin. A wireless antenna
transceiver mounts to the front of the speaker assembly.
To remove the speaker:
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Disconnect the speaker cable from the system board connector (1).
4. From the front of the computer, remove the pin that secures the speaker to the chassis (2).
22 Chapter 4 Removal and replacement procedures
5. Lift the speaker out of the computer (3)
To install the speaker, reverse the removal procedures.
Speaker 23
Fan
The fan sits atop the heat sink and is secured with two Torx screws.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Disconnect the fan cable from the system board connector labeled CPUFAN (1).
4. Remove the two Torx screws that secure the fan to the heat sink (2).
5. Remove the fan from the heat sink (3).
To install the fan, reverse the removal procedure.
24 Chapter 4 Removal and replacement procedures
RTC battery
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 re 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 (140ºF).
Do not disassemble, crush, puncture, short external contacts, or dispose of in re 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 briey 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.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Remove the hard drive. See Hard drive on page 15 for details.
4. Locate the battery and battery holder on the system board.
RTC battery 25
5. To release the battery from its holder, pull back the metal clamp that extends above one edge of the
battery (1). When the battery pops up, lift it out of the holder (2).
6. To insert the new battery, make sure the positive side of the battery is facing up and slide one edge of
the replacement battery under the metal clamp that was pulled back when removing the old battery.
Push the other edge down until the clamp on that side of the battery secures the battery in the holder.
26 Chapter 4 Removal and replacement procedures
Heat sink
The heat sink is secured with four captive Torx screws. Be sure to remove and replace the screws in the order
indicated on the heat sink.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Remove the fan (Fan on page 24).
4. In the order indicated on the heat sink, loosen the four captive Torx screws (1)-(4), and then lift the heat
sink out of the computer
CAUTION: Be sure the loosen the screws in the order indicated by the numbers stamped on the heat
sink.
CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease
on the surface of the processor or the heat sink.
(5).
To replace the heat sink, reverse the removal procedures.
Heat sink 27
Drive cage and drive cable
The drive cage is located next to the heat sink and is secured with three Torx screws. The drive cable connects
to the system board under in the drive cage. You have to remove the drive cage to access the drive cable
connector underneath.
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Remove the hard drive (Hard drive on page 15).
4. Remove the three Torx screws (1) that secure the drive cage to the computer.
28 Chapter 4 Removal and replacement procedures
5. Remove the drive cage from the computer to access the drive cable connector under the drive cage (2).
6. Disconnect the drive connector cable from the SATA0 connector on the system board, and then remove
the connector/cable from the computer.
To install the drive cage and drive cable, reverse the removal procedures.
Drive cage and drive cable 29
System board
NOTE: All system board spare part kits include replacement thermal material.
NOTE: System board appearance may vary.
Description
System board with embedded Intel Core i5-4210U processor
System board with embedded Intel Core i3-4030U processor
System board with embedded Intel Pentium 3558U processor
System board with embedded Intel Celeron 2957U processor
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Remove the memory modules (Memory on page 17).
4. Remove the hard drive (Hard drive on page 15).
5. Remove the drive cage (Drive cage and drive cable on page 28).
6. Remove the WLAN module (WLAN module on page 21).
7. Remove the fan (Fan on page 24).
8. Remove the heat sink (Heat sink on page 27).
9. Disconnect all cables from the system board, noting their location for reinstallation.
10. Remove the four Torx screws (1) that secure the system board to the computer.
30 Chapter 4 Removal and replacement procedures
11. Lift the front of the system board, and then pull the board away from the rear connectors to remove it
from the computer (2).
To install the system board, reverse the removal procedures.
NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the aected 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 elds listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System board 31
System ID Setup Page
Setup Field Name Comment Label
Product Name Enter the Model name/number or
marketing name.
Serial Number Enter the Serial Number of Unit. Support
SKU Number Enter the SKU or Product Number including
Localization Code.
Asset Tag Enter the 18-byte identier assigned to the
computer.
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
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
Support
Support
Flexbuild
32 Chapter 4 Removal and replacement procedures
System board callouts
Sys Bd Label Color Component Sys Bd Label Color Component
CMOS Yellow CMOS reset button SPKR White Speaker connector
CPUFAN Black Fan connector PSWD Black/blue Password header and
jumper
DIMM3 Black Primary memory socket XBT1 Black RTC battery
DIMM1 Black Secondary memory
socket
X1PCIEXP11 Black WLAN module socket
SATA0 Black Hard drive data
connector
System board 33
Wireless antennas
The antenna cables route from the WLAN module to antennas on the front near the speaker and on the rear of
the chassis.
To replace the antennas:
1. Prepare the computer for disassembly (Preparation for disassembly on page 13).
2. Remove the access panel (Access panel on page 14).
3. Remove the hard drive (Hard drive on page 15).
4. Disconnect the antenna cables from the WLAN module (WLAN module on page 21).
5. Remove the speaker (Speaker on page 22).
6. Remove the fan (Fan on page 24).
7. Remove the heat sink (Heat sink on page 27).
8. Remove the drive cage (Drive cage and drive cable on page 28).
9. Remove the system board (System board on page 30).
10. Remove the antenna from the front of the computer by pressing the tab on the inside of the computer to
disengage the antenna.
34 Chapter 4 Removal and replacement procedures
11. Remove the antenna while routing the cable through the hole in the front of the computer.
12. Remove the antenna cable from the clips in the bottom of the chassis.
Wireless antennas 35
13. Remove the cover from atop the rear antenna by pressing down on the tab at the top of the cover (1),
and then rotating the cover o the computer (2).
14. Remove the rear antenna by pressing the tab on the inside of the computer to disengage the antenna.
36 Chapter 4 Removal and replacement procedures
15. Remove the antenna while routing the cable through the hole in the rear of the computer.
Reverse the removal procedure to install the wireless antennas.
When installing wireless antennas, use the following images to determine how to properly route the cables
into the chassis.
Front antenna cable:
Rear antenna cable:
Wireless antennas 37
Installing an optional rear port cover
To install the optional rear port cover, connect the cables, and then insert the hooks on the port cover into the
slots on the rear of the computer and slide the port cover to the right.
38 Chapter 4 Removal and replacement procedures
5 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 conguration, including settings for processor, graphics,
memory, audio, storage, communications, and input devices.
●
Modify the boot order of bootable devices such as hard drives or USB ash 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 Fast 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 identication number assigned by the company to this computer.
●
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
●
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 USB ports, audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●
Enable or disable removable media boot ability.
●
Solve system conguration errors detected but not automatically xed during the Power-On Self-Test
(POST).
●
Replicate the system setup by saving system conguration information on a USB device and restoring it
on one or more computers.
●
Execute self-tests on a specied ATA hard drive (when supported by drive).
●
Enable or disable DriveLock security (when supported by drive).
Computer Setup (F10) Utilities 39
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 dierent 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.
NOTE: If the Computer Setup (F10) Utility is set to “fast boot”, use one of the following procedures to
access Computer Setup:
●
Before turning on the computer, press and hold F10. Turn on the computer and continue to hold
F10 until the Computer Setup (F10) Utility is displayed.
3. A choice of ve 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 o the computer only after exiting the F10 Setup
screen.
40 Chapter 5 Computer Setup (F10) Utility
Computer Setup—File
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-1 Computer Setup—File
Option Description
System Information Lists:
About Displays copyright notice.
Set Time and Date Allows you to set system time and date.
●
Manufacturer
●
Product name
●
SKU number
●
Serial number
●
Born on Date
●
System board ID and CT number
●
BIOS Revision
●
BIOS Date
●
Processor type and speed
●
Installed memory size/speed, number of channels (single or dual) (if applicable)
Default Setup Save Current Settings as Default
Saves the current system conguration settings as the default.
Restore Factory Settings as Default
Restores the factory system conguration 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 conguration or default settings and exits Computer Setup.
Computer Setup (F10) Utilities 41
Computer Setup—Storage
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Storage
Option Description
Device Conguration Lists all installed BIOS-controlled storage devices.
When a device is selected, detailed information and options are displayed. The following options may be
presented:
●
DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System
(DPS) self-tests.
NOTE: This selection will only appear when at least one drive capable of performing the DPS self-tests is
attached to the system.
Boot Order Allows you to:
●
●
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.
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 specied 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.
Hard Disk: Size, model, rmware version, serial number.
UEFI Boot Sources: Specify the order in which EFI boot sources (such as a internal hard drive, USB
hard drive, USB 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, or USB 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 rst hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).
42 Chapter 5 Computer Setup (F10) Utility
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-3 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, ash 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.)
Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:
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 congured 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.
●
System audio
●
Network controller
●
SATA0
USB Security Allows you to set Enabled/Disabled (default is Enabled) for:
●
Front USB Ports
●
Rear USB Ports
Slot Security Allows you to disable the M.2 card slot. Default is enabled.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.
Default is enabled.
System IDs Allows you to set:
●
Product Name
●
Serial Number
●
Universal Unique Identier (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.)
Computer Setup (F10) Utilities 43
Table 5-3 Computer Setup—Security (continued)
Option Description
●
SKU Number
●
Family Name
●
Asset tag (18-byte identier), a property identication number assigned by the company to the
computer.
●
Ownership tag (80-byte identier) displayed during POST.
●
Feature Byte
●
Build ID
●
Keyboard locale setting for System ID entry.
System Security (these
options are hardware
dependent)
Trusted Computing Security Device Support. Default is enable.
Secure Boot
Conguration
NOTE: Available options are displayed depending on system conguration.
Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. Default is
enabled.
Virtualization Technology (enable/disable) - Controls the virtualization features of the processor.
Changing this setting requires turning the computer o and then back on. Default is disabled.
TPM State. Lets you enable the Trusted Platform Module (TPM). Default is disabled.
The information shown on the bottom half of the Trusted Computing dialog box provides current status
information.
●
Legacy Support—Enable/Disable. Allows you to turn o 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 modication from preboot to full OS booting,
preventing rmware attacks. UEFI and Windows Secure Boot only allow code signed by preapproved digital certicates to run during the rmware and OS boot process. Default is disabled,
except for Windows 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 veries kernels
during system start up, allowing you to use alternative operating systems. Selecting HP Keys
causes the computer boot using the preloaded HP-specic 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 detects a serious error, it will interrupt the boot process automatically and
display advanced boot options.
From Windows, you can press Shift and select Restart to access the screen that lets you boot to a
device or troubleshoot your computer.
44 Chapter 5 Computer Setup (F10) Utility
Computer Setup—Power
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-4 Computer Setup—Power
Option Description
OS Power Management
Hardware Power
Management
Thermal CPU Fan Speed—Shows the fan speed.
●
●
SATA Power Management – Enables or disables SATA bus and/or device power management. Default is
enabled.
S5 Maximum Power Savings – Turns o power to all nonessential hardware when system is o to meet
EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.
S4/S5 Wake On LAN. Lets you set the computer to power on at the specied days/times set in the BIOS
power-on. Default is disabled.
Power on from USB Kbd Port. Default is disabled.
Computer Setup—Advanced
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-5 Computer Setup—Advanced (for advanced users)
Option Description
Power-On Options Allows you to set:
●
●
NOTE: If you turn o 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.
●
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.
Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.
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.
After Power Loss (o/on/previous state). Default is Power o. Setting this option to:
—
Power o—causes the computer to remain powered o 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.
POST Delay (in seconds). Enabling this feature will add a user-specied 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 nished. The POST delay also gives you more
time to select F10 to enter Computer (F10) Setup. Default is None.
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.
Computer Setup (F10) Utilities 45
Table 5-5 Computer Setup—Advanced (for advanced users) (continued)
Option Description
Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take eect for all operating
systems. To hide a device from the operating system, see Security > Device Security.
Bus Options Allows you to enable or disable:
●
PCI SERR# Generation. Default is enabled.
Device Options Allows you to set:
●
Num Lock State at Power-On (o/on). Default is o.
●
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.
●
Internal Speaker (enable/disable). Allows you to enable or disable the internal speaker.
●
NIC PXE Option ROM Download (enable, disable). The BIOS contains an embedded NIC option ROM to
allow the unit to boot through the network to a PXE server. This is typically used to download a
corporate image to a hard 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 is-enabled.
Recovering the Conguration Settings
This method of recovery requires that you rst perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See Computer Setup—File on page 41 in the
Computer Setup—File table.)
NOTE: It is recommended that you save any modied computer conguration settings to a USB ash media
device and save the device for possible future use.
To restore the conguration, insert the USB ash media device with the saved conguration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup—File
on page 41 in the Computer Setup—File table.)
46 Chapter 5 Computer Setup (F10) Utility
6 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
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 specic error messages that may appear on the screen during Power-On Self-Test
(POST) at startup, refer to POST error messages and diagnostic front panel LEDs and audible codes
on page 75.
Safety and comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may
result in discomfort or serious injury. Refer to the Safety & Comfort Guide at http://www.hp.com/ergo for
more information on choosing a workspace and creating a safe and comfortable work environment. For more
information, refer to the Safety & Regulatory Information guide.
Before you call for technical support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.
●
Run the HP diagnostic tool.
●
Run the hard drive self-test in Computer Setup. Refer to Computer Setup (F10) Utility on page 39 for
more information.
●
Check the Power LED on the front of the computer to see if it is ashing red. The ashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 75 for more information.
●
If the screen is blank, plug the monitor into a dierent 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 dierent 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 Conguration.”
●
Refer to the comprehensive online technical support at http://www.hp.com/support.
●
Refer to Helpful hints on page 48 in this guide.
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: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notication, and worldwide community of peers and HP experts.
Safety and comfort 47
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 les 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 ashing red. The ashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 75 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.
●
Recongure the computer after installing a non-plug and play expansion board or other option. See
Solving Hardware Installation Problems on page 65 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.
●
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
48 Chapter 6 Troubleshooting without diagnostics
●
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.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briey when booting the
computer.
Computer appears locked up and will not turn o when the power button is pressed.
Cause Solution
Software control of the power switch is not functional.
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
Before turning on the computer, press and hold F10. Turn on the
computer and continue to hold F10 until the Computer Setup
(F10) Utility is displayed.
- or –
Follow the Windows instructions for rebooting the computer into
the Computer Setup (F10) Utility.
1.
Press and hold the power button for at least four seconds
until the computer turns o.
2.
Disconnect the power cord from the electrical outlet.
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.
Solving general problems 49
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.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted.
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,
or contact an authorized dealer or reseller for RTC battery
replacement.
To access Control Panel in Windows 7, select Start, and then
select Control Panel.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel.
1.
Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
aect 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.
Hard drive is full. Transfer data from the hard drive to create more space on the
1.
Make sure airow 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
airow.
2.
Make sure fans are connected and working properly (some
fans only operate when needed).
3.
Make sure the processor heat sink is installed properly.
hard drive.
50 Chapter 6 Troubleshooting without diagnostics
Poor performance.
Cause Solution
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.
Restart the computer.
1.
Close unnecessary applications to free up memory.
2.
Add more memory.
3.
Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
In Windows 7:
a.
Go to Start > All Programs > Accessories > Run
b.
Type msconfig, and then press Enter.
c.
On the Startup tab of the System Conguration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 10:
a.
Type msconfig in the taskbar search box, and then
select mscong.
b.
On the Startup tab of the System Conguration Utility,
click Open Task Manager.
c.
Select applications that you do not want to launch
automatically, and the click Disable.
Some software applications, especially games, are stressful on
the graphics subsystem.
Cause unknown. Restart the computer.
Computer powered o automatically and the Power LED ashes red four times and then white two times.
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.
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.
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.
Solving general problems 51
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns white, then:
1.
If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
2.
Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3.
Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on white then:
1.
Check that the unit is plugged into a working AC outlet.
2.
Open the access panel and check that the power button
cable is properly connected to the system board.
3.
Check that the power supply cables are properly connected
to the system 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 o, then replace
the power supply.
6.
Replace the system board.
52 Chapter 6 Troubleshooting without diagnostics
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Power supply will not turn on because of internal power supply
fault.
Computer powered o automatically and the Power LED ashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red four times and then white two times.
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 ashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red three times and then white four times.
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
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).
Power on the system. If the system enters POST, then power
o and replace one device at a time and repeat this
procedure until failure occurs. Replace the device that is
causing the failure. Continue adding devices one at a time to
ensure all devices are functioning properly.
4.
Replace the power supply.
5.
Replace the system board.
Solving power problems 53
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed.
Disk transaction problem.
Cause Solution
Either the directory structure is bad or there is a problem with a
le.
1.
In Windows 7, click Start, click Computer, and right-click on
a drive. Select Properties, and then select the Tools tab.
Under Error-checking click Check Now.
In Windows 10, type file in the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on 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.
In Windows 7, click Start, expand Computer, and right-click on a
drive. Select Properties, and then select the Tools tab. Under
Error-checking click Check Now.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.
Drive not found (identied).
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 >
See reconguration directions in the Solving Hardware
Installation Problems on page 65 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 > Boot Options.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Boot Options.
54 Chapter 6 Troubleshooting without diagnostics
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 les missing or not properly installed.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in
Bootable hard drive is not attached as rst in a multi-hard drive
conguration.
Bootable hard drive is not listed rst in the Boot Order. Run the Computer Setup utility and select Advanced > Boot
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
▲
Perform Drive Protection System (DPS) testing in system
ROM.
1.
Insert bootable media and restart the computer.
2.
Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3.
Install system les for the appropriate operating system.
the Advanced > Boot Options list.
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
Options 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 Advanced > Port
Options.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
beeps are heard. See POST error messages and diagnostic front
panel LEDs and audible codes on page 75 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
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
respond.
2.
Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn o the power. To restart the computer, press the power
button again.
Solving hard drive problems 55
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
le 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 7, click Start, select Computer, right-click on the
56 Chapter 6 Troubleshooting without diagnostics
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
corresponding drive icon, and then select Eject. Pull the card out
of the slot.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on the corresponding drive
icon, and then select Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is ashing
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 rst 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.
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.
Blank screen (no video).
Cause Solution
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.
1.
If you do not want to boot from the media card, remove it
during boot or do not select the option to boot from the
inserted media card during the boot process.
2.
During POST (Power On Self-Test), press F9 to modify the
boot menu.
3.
Change the boot sequence in F10 Computer Setup.
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 dierent monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer and
to the electrical outlet.
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 xed-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
Monitor settings in the computer are not compatible with the
monitor.
Press any key or click the mouse button and type your password
(if set).
Reash 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 dierent connector on the back of the computer
1.
In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
Solving display problems 57
Blank screen (no video).
Cause Solution
To access Control Panel in Windows 7, click Start, and then
select Control Panel.
To access Control Panel in Windows 10, type control
panel in the taskbar search box, and then select Control
Panel from the list of applications.
2.
Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is congured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
Blank screen and the power LED ashes Red ve times, once every second, followed by a two second pause, and the computer
beeps ve times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video memory error.
Blank screen and the power LED ashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
Blank screen and the power LED ashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fth iteration but LEDs continue ashing.)
1.
Reseat DIMMs. Power on the system.
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.
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.
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
58 Chapter 6 Troubleshooting without diagnostics
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 ashes.
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 eld 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.
Solving display problems 59
“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 o while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take eect.
To enter Safe Mode in Windows 7:
1.
Restart the computer.
2.
Press and hold the F8 key as your computer restarts, before
the Windows logo appears. If the Windows logo appears,
you must restart the computer and try again.
3.
On the Advanced Boot Options screen, use the arrow keys to
highlight the safe mode option you want, and then press
Enter.
4.
Log on to your computer with a user account that has
administrator rights.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 10:
1.
Log into the computer using an Administrator account.
2.
Type msconfig in the taskbar search box, and then select
mscong from the list of applications.
3.
Click the Boot tab, select Safe boot and then click OK.
High pitched noise coming from inside a at panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (at 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.
60 Chapter 6 Troubleshooting without diagnostics
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
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (at panel monitors using an analog VGA input connection only).
Cause Solution
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support
Graphics card is not seated properly or is bad (some models).
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.
Sound cuts in and out.
1.
Reseat the graphics card.
2.
Replace the graphics card.
symbol. You can copy the symbol from the Character Map into a
document.
In Windows 7, click Start, select All Programs, select Accessories,
select System Tools, and then select Character Map.
In Windows 10, type ch in the taskbar search box, and then select
Character Map from the list of applications.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive 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.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device
Options.
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.
See the sound card documentation for proper speaker connection.
The rear audio jack output is the green receptacle.
Solving audio problems 61
Sound does not come out of the speaker or headphones.
Cause Solution
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.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced >
The application is set to use a dierent 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 dierent audio
device as the default output device than what is expected.
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.
Built-in Device Options.
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 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Set the operating system to use the correct audio device.
Sound from headphones is not clear or mued.
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
The hard disk may be full. Before recording, make sure there is enough free space on the
Line-in jack is not functioning properly.
Cause Solution
Jack has been recongured in the audio driver or application
software.
Plug the headphones into the headphone connector on the front
of the computer.
hard disk. You can also try recording the audio le in a
compressed format.
In the audio driver or application software, recongure the jack or
set the jack to its default value.
62 Chapter 6 Troubleshooting without diagnostics
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a dierent 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 dierent audio
device as the default output device than what is expected.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
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 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Set the operating system to use the correct audio device.
The correct printer drivers for the application are not installed.
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
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.
Make the proper network connections to the printer.
outlet.
Solving printer problems 63
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 o for one minute, then turn it back
on.
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and rell it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse 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.
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.
64 Chapter 6 Troubleshooting without diagnostics
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal
Shut down the computer using the keyboard.
Windows 7:
1.
Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2.
Use the arrow keys to select Shut Down and then press
Enter.
3.
After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 10:
1.
Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2.
Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press Enter.
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.
computer.
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 recongure 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
congures the computer. If you install a non-plug and play device, you must recongure 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.
Solving Hardware Installation Problems 65
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 6-1 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.
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn o the computer, turn on the external device, then turn on
When the system advised you of changes to the conguration,
you did not accept them.
A plug and play board may not automatically congure when
added if the default conguration conicts 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
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 conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
is selected for appropriate USB ports under Advanced > Port
Options.
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
66 Chapter 6 Troubleshooting without diagnostics
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. 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 ashing LEDs are codes for specic
problems.
3.
If you still cannot resolve the issue, contact Customer
Support.
Power LED ashes Red three times and then white two times.
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,
Solving Network Problems
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
Table 6-2 Solving Network Problems
Network driver does not detect network controller.
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.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4
3.
Replace third-party memory with HP memory.
4.
Replace the system board.
Cause Solution
Network controller is disabled.
Incorrect network driver. Check the network controller documentation for the correct driver
Network status link light never ashes.
NOTE: The network status light is supposed to ash 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
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 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
or obtain the latest driver from the manufacturer’s Web site.
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
Solving Network Problems 67
Table 6-2 Solving Network Problems (continued)
Network status link light never ashes.
NOTE: The network status light is supposed to ash when there is network activity.
Cause Solution
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager
from the list of applications.
Network controller is disabled.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable auto-sensing capabilities and force the system into the
Diagnostics reports a failure.
Cause Solution
The cable is not securely connected. Ensure that the cable is securely attached to the network
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.
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 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
correct operating mode.
connector and that the other end of the cable is securely attached
to the correct device.
Ensure that the cable and device at the other end are operating
correctly.
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 conguration.
The network controller is not congured for this computer. Select the Network and Sharing Center icon in the Control Panel
68 Chapter 6 Troubleshooting without diagnostics
Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.
Make sure the correct network client and protocol is installed.
and congure the network controller.
To access Control Panel in Windows 7, click Start, and then select
Control Panel.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause Solution
The les containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in
Windows 7 or Windows recovery tools in Windows 10.
If necessary, download the softpaq from the web (from a dierent
computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industrystandard specications.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not congured 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.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
that the Remote System Installation Server contains the NIC
drivers for your NIC.
Solving Network Problems 69
Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned o (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 aected by congurations 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 rmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
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 and
Integrated graphics may use system memory. No action required.
Insucient 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.
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
70 Chapter 6 Troubleshooting without diagnostics
Delete any TSRs that you do not need.
memory to the computer.
Power LED ashes Red ve times, once every second, followed by a two second pause, and the computer beeps ve times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Cause Solution
Memory is installed incorrectly or is bad.
Solving USB ash drive problems
If you encounter USB ash drive problems, common causes and solutions are listed in the following table.
USB ash 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 ash drive in Windows.
USB ash drive not found (identied).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
1.
Reseat DIMMs. Power on the system.
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.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before
applying power to the system
System will not boot from USB ash drive.
Cause Solution
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options. Ensure USB is enabled in
Storage > Boot Order.
The computer boots to DOS after making a bootable ash drive.
Cause Solution
Flash drive is bootable. Install the ash drive only after the operating system boots.
Flash drive is defective. Try a dierent ash drive.
Solving USB ash drive problems 71
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.
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.
The cable from the device to the computer does not work.
The device is not working.
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.
1.
Turn o the computer.
2.
Reconnect the device to the front of the computer and
restart the computer.
to the device and one end is connected to a live outlet.
1.
Install the correct driver for the device.
2.
You might need to reboot the computer.
1.
If possible, replace the cable.
2.
Restart the computer.
1.
Replace the device.
2.
Restart the computer.
set to Enabled in Security > USB Security.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
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 congured 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 specic
information that the Web server can later retrieve.)
72 Chapter 6 Troubleshooting without diagnostics
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 7:
1.
Select Start > Control Panel.
2.
Click Internet Options.
Unable to connect to the Internet.
Cause Solution
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.
Windows 10:
1.
Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
2.
Click Internet Options.
3.
In the Browsing history section, click the Delete button.
4.
Select the Cookies and website data check box and click the
Delete button.
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Solving Internet access problems 73
Solving software problems
Most software problems occur as a result of the following:
●
The application was not installed or congured correctly.
●
There is insucient memory available to run the application.
●
There is a conict between applications.
●
Be sure that all the needed device drivers have been installed.
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure it is supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not display.
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 75 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
“Illegal Operation has Occurred” error message is displayed.
Cause Solution
Software being used is not Microsoft-certied for your version of
Windows.
Conguration les are corrupt. If possible, save all data, close all programs, and restart the
Verify that the software is certied by Microsoft for your version
of Windows (see program packaging for this information).
computer.
74 Chapter 6 Troubleshooting without diagnostics
7 POST error messages and diagnostic front
panel LEDs and audible codes
This appendix lists the error codes, error messages, and the various indicator light and audible sequences
that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the
problem, and steps you can take to resolve the error condition.
POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages. If a POST error occurs, the screen will display the error message. To manually switch to
the POST Messages Enabled mode during POST, press any key (except F10, F11, or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the
schedule, recongure the computer to the Full Boot Every x Days mode, using Computer Setup.
NOTE: For more information on Computer Setup, see Computer Setup (F10) Utility on page 39.
POST numeric codes and text messages
This section covers those POST errors that have numeric codes associated with them. The section also
includes some text messages that may be encountered during POST.
NOTE: The computer will beep once after a POST text message is displayed on the screen.
Control panel message Description Recommended action
002-Option ROM Checksum Error System ROM or expansion board option ROM
checksum.
003-System Board Failure DMA or timers.
1.
Verify the correct ROM.
2.
Flash the ROM if needed.
3.
If an expansion board was recently added,
remove it to see if the problem remains.
4.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
5.
If the message disappears, there may be a
problem with the expansion card.
6.
Replace the system board.
1.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
2.
Remove expansion boards.
3.
Replace the system board.
005-Real-Time Clock Power Loss Invalid time or date in conguration memory. Reset the date and time under Control Panel
(Computer Setup can also be used). If the
POST numeric codes and text messages 75
Control panel message Description Recommended action
RTC (real-time clock) battery may need to
be replaced.
008–Microcode Patch Error Processor is not supported by the BIOS.
009–PMM Allocation Error during MEBx
Download
00A-Product Information Not Valid The product information programmed into the
00B-MEBx Module did not checksum correctly Memory error during POST execution of the
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
system board is missing or invalid.
Management Engine (ME) BIOS Extensions
option ROM.
problem persists, replace the RTC battery. See
the Removal and Replacement section for
instructions on installing a new battery.
1.
Upgrade BIOS to proper version.
2.
Change the processor.
1.
Reboot the computer.
2.
Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3.
If the memory conguration was recently
changed, unplug the computer, restore
the original memory conguration, and
reboot the computer.
4.
If the error persists, replace the system
board.
Use Computer Setup to update this information.
1.
Reboot the computer.
2.
Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3.
If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4.
If the error persists, replace the system
board.
00C-PMM Deallocation Error during MEBx
Cleanup
00D-Setup Error during MEBx Execution MEBx selection or exit resulted in a setup
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
failure.
1.
Reboot the computer.
2.
Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3.
If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4.
If the error persists, replace the system
board.
1.
Reboot the computer.
2.
Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3.
If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4.
If the error persists, replace the system
board.
76 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
00E-Inventory Error during MEBx Execution BIOS information passed to the MEBx resulted
in a failure.
00F-Interface Error during MEBx Execution MEBx operation experienced a hardware error
during communication with the ME.
100-Front Audio Not Connected Front audio cable has been detached or
unseated from system board.
2E1-MemorySize Error Memory amount has changed since the last
boot (memory added or removed).
2E2-Memory Error Memory module conguration failed during
boot up.
1.
Reboot the computer.
2.
If the error persists, update to the latest
BIOS version.
3.
If the error still persists, replace the
system board.
1.
Reboot the computer.
2.
If the error persists, update to the latest
BIOS version.
3.
If the error still persists, replace the
system board.
Reconnect or replace front audio cable.
The system memory size is dierent from the
last startup. The most common reason is the
removal of memory from the system board.
Press the F1 key to save the memory changes.
If this message persists, verify that the
memory modules are installed correctly.
1.
Ensure memory modules are correctly
installed.
2.
Verify proper memory module type.
3.
Remove and replace the identied faulty
memory module(s).
4.
If the error persists after replacing
memory modules, replace the system
board.
2E3-Incompatible Memory Module in Memory
Socket(s) X, X, ...
2E4-DIMM Conguration Warning The current memory conguration is not
2E5-ECC Memory Module Detected on
Unsupported Platform
2E6–Memory Not Congured Correctly for
Proper MEBx Execution
300–Conguration Change Warning The storage device conguration will be
301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure
A memory module in memory socket identied
in the error message is missing critical SPD
information, or is incompatible with the chipset.
optimized.
Recently added memory module(s) support ECC
memory error correction.
DIMM1 is not installed. Make sure there is a memory module in the
updated as shown.
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
1.
Verify proper memory module type.
2.
Try another memory socket.
3.
Replace with a supported module.
Rearrange the DIMMs so that each channel has
the same amount of memory.
1.
If additional memory was recently added,
remove it to see if the problem remains.
2.
Check product documentation for
memory support information.
DIMM1 socket and that it is properly seated.
Not applicable
1.
Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2.
Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
POST numeric codes and text messages 77
Control panel message Description Recommended action
3.
Back up contents and replace hard drive.
302-Hard Disk 2: SMART Hard Drive Detects
Imminent Failure
309 – 30C: Hard Disk 3–6: SMART Hard Drive
Detects Imminent Failure
3F0–Boot Device Not Found Boot device not found. Insert boot device or load operating system.
3F1–Hard Disk 1 Error Hard disk 1 error.
3F2–Hard Disk 2 Error Hard disk 2 error.
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
1.
Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2.
Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
3.
Back up contents and replace hard drive.
1.
Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2.
Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
3.
Back up contents and replace hard drive.
1.
Check and/or replace cables.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
3.
Replace the hard disk drive.
1.
Check and/or replace cables.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
3.
Replace the hard disk drive.
400-Serial Port A Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
401-Serial Port B Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
402-Serial Port C Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
403-Serial Port D Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1.
Remove any serial port expansion cards.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
3.
Recongure card resources and/or run
Computer Setup or Windows utilities.
1.
Remove any serial port expansion cards.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
3.
Recongure card resources and/or run
Computer Setup or Windows utilities.
1.
Remove any serial port expansion cards.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
3.
Recongure card resources and/or run
Computer Setup or Windows utilities.
1.
Remove any serial port expansion cards.
2.
Clear CMOS. (See Password security and
resetting CMOS on page 82.)
78 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
3.
Recongure card resources and/or run
Computer Setup or Windows utilities.
419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an
option ROM too large to download during POST.
41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated
from system board.
41B-Device in PCI Express Slot Failed To
Initialize
43A-USB Type-C I2C Not Connected Cable is required between I2C on card and USB-
43B-More Than One USB type-C Cards Are
Installed
500–BIOS Recovery A system BIOS recovery has occurred. Not applicable.
70x-Wireless Mode Not Supported The system has detected a wireless module
800-Keyboard Error Keyboard failure.
There is an incompatibility or problem with a
PCIe device and the system or PCIe link could
not be congured to a valid bus width or speed.
C on the system board.
More than one USB type-C card is installed. Remove USB type-C card so only one is
installed in the system that is not supported
and has been disabled.
▲
If a PCI expansion card was recently
added, remove it to see if the problem
remains.
Reconnect or replace front USB cable.
Try rebooting the system. If the error reoccurs,
the device may not work with this system
Install cable between I2C on card and USB-C on
the system board.
installed.
Replace with a supported module.
1.
Reconnect keyboard with computer
turned o.
2.
Check connector for bent or missing pins.
3.
Ensure that none of the keys are
depressed.
4.
Replace keyboard.
801-Keyboard or System Unit Error Keyboard failure.
900-CPU Fan Not Detected CPU fan is not connected or may have
malfunctioned.
901-Chassis, Rear Chassis, or Front Chassis Fan
not Detected
903-Computer Cover Has Been Removed Since
Last System Startup
904-SATA Cabling Error One or more SATA devices are improperly
Chassis, rear chassis, or front chassis fan is not
connected or may have malfunctioned.
attached. For optimal performance, the SATA 0
and SATA 1 ports should be used for hard drives
before other ports.
1.
Reconnect the keyboard with computer
turned o.
2.
Ensure that none of the keys are
depressed.
3.
Replace the keyboard.
4.
Replace the system board.
1.
Reseat CPU fan.
2.
Reseat fan cable.
3.
Replace CPU fan.
1.
Reseat chassis, rear chassis, or front
chassis fan.
2.
Reseat fan cable.
3.
Replace chassis, rear chassis, or front
chassis fan.
N/A
Ensure SATA connectors are used in ascending
order. For one device, use SATA 0. For two
devices, use SATA 0 and SATA 1. For three
devices, use SATA 0, SATA 1, and SATA 2.
POST numeric codes and text messages 79
Control panel message Description Recommended action
90B-Fan Failure The system has detected that a cooling fan is
not operating correctly.
90D-System Temperature Thermal shutdown occurred. The system BIOS
has detected your machine was previously shut
down to avoid overheating. Overheating may
occur if the cooling vents are blocked or the
operating temperature exceeds the system
specications. The machine should return to
normal operation once the situation is resolved.
90E-Power Supply Fan Not detected Power supply fan is not connected or may have
malfunctioned.
910–Filter Warning Airow lter is dirty. Replace the airow lter.
1.
Reseat fan.
2.
Reseat fan cable.
3.
Replace fan.
Make sure system has proper airow.
1.
Reseat power supply fan.
2.
Reseat fan cable.
3.
Replace power supply fan.
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
80 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Number of long beeps/blinks Error category
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Category Major/minor code Description
BIOS 2.2 The main area (DXE) of BIOS has become corrupted and there is no recovery
binary image available.
2.3 The embedded controller policy requires the user to enter a key sequence.
2.4 The embedded controller is checking or recovering the boot block.
Hardware 3.2 The embedded controller has timed out waiting for BIOS to return from
memory initialization.
3.3 The embedded controller has timed out waiting for BIOS to return from
graphics initialization.
3.4 The system board displays a power failure (crowbar).*
3.5 The processor is not detected.*
3.6 The processor does not support an enabled feature.
Thermal 4.2 A processor over temperature condition has been detected.*
4.3 An ambient temperature over temperature condition has been detected.
4.4 An MXM over temperature condition has been detected.
System board 5.2 The embedded controller cannot nd valid rmware.
5.3 The embedded controller has timed out waiting for the BIOS.
5.4 The embedded controller has timed out waiting for BIOS to return from
system board initialization.
5.5 The embedded controller rebooted the system after a possible lockup
condition had been detected through the use of a System Health Timer,
Automated System Recovery Timer, or other mechanism.
* Indicates hardware triggered event; all other events are controlled by the BIOS.
Interpreting system validation diagnostic front panel LEDs and audible codes 81
8 Password security and resetting CMOS
This computer supports security password features, which can be established through the Computer Setup
Utilities menu.
This computer supports two security password features that are established through the Computer Setup
Utilities menu: administrator password and power-on password. When you establish only an administrator
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and any
other information on the computer. When you establish both passwords, only the administrator password will
give you access to Computer Setup.
When both passwords are set, the administrator password can also be used in place of the power-on
password as an override to log in to the computer. This is a useful feature for a network administrator.
If you forget one or both passwords, you can clear all passwords by powering o the system, opening the
cover, temporarily removing the PSWD jumper, and booting once. This will erase the administrator and
power-on passwords. You must restore the jumper to create new passwords.
CAUTION: Pushing the CMOS button with power removed will reset the BIOS settings to factory defaults. It
may be useful to back up the BIOS settings or save them as custom defaults before resetting them in case
they are needed later. Back up can be performed in Computer Setup or using the BiosCongUtility tool
available from www.hp.com. See Computer Setup (F10) Utility on page 39 for information on backing up the
BIOS settings.
Resetting the password jumper
CAUTION: Stringent security is a mode where there is no physical bypass of the password function. If
enabled, removing the password jumper will be ignored. To enable this mode, change the security setting
Clear Password Jumper in Password Policies to Ignore.
If you lose or forget the password when in stringent security mode, the system can only be reset by System
Management Command. This is a way for HP Service and Support to provide a secure method to access the
BIOS and command a password reset for a specically identied unit under the direction of the owner. This
scenario may not be covered under warranty.
To prevent needing a customer service event to restore access to the system, record your congured
administrator and power-on passwords in a safe place away from your computer.
To disable the power-on or administrator password features, or to clear the power-on or administrator
passwords, complete the following steps:
82 Chapter 8 Password security and resetting CMOS
1. Shut down the operating system properly, then turn o the computer and any external devices, and
disconnect the power cord from the power outlet.
2. With the power cord disconnected, press the power button again to drain the system of any residual
power.
WARNING! 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.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. Failure to disconnect the power cord can result in
damage to the system.
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 briey touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
4. Locate the header and jumper.
NOTE: The password jumper is green so that it can be easily identied. For assistance locating the
password jumper and other system board components, see the system board components image at
System board on page 30.
5. Remove the jumper from pins 1 and 2.
6. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
7. Replace the access panel and reconnect the external equipment.
8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current
passwords and disables the password features.
9. Shut down the computer, unplug the power, and disconnect the external equipment.
10. Remove the access panel.
11. Place the jumper on pins 1 and 2.
12. Replace the access panel.
13. Reconnect the external equipment and plug in the computer.
Resetting the password jumper 83
Clearing and resetting the BIOS
The CMOS button resets BIOS settings to default, but does not clear the passwords or aect any of the other
Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially
unprovision AMT.
1. Turn o the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
WARNING! 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.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. Failure to disconnect the power cord can result in
damage to the system.
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 briey touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important to back
up the computer CMOS settings before resetting them in case they are needed later. Back up is easily
done through Computer Setup. See Computer Setup (F10) Utility on page 39 for information on backing
up the CMOS settings.
4. Locate, press, and hold the CMOS button in for ve seconds.
NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will
not clear CMOS if the power cord is connected.
NOTE: For assistance locating the CMOS button and other system board components, see the system
board components image at System board on page 30.
5. Replace the access panel.
84 Chapter 8 Password security and resetting CMOS
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
conguration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
For instructions on Computer Setup, see Computer Setup (F10) Utility on page 39.
Clearing and resetting the BIOS 85
9 Using HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The tool runs outside the
operating system so that it can isolate hardware failures from issues that are caused by the operating system
or other software components.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID is generated. This ID can then be provided to support to help determine how to correct the problem.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:
1. Turn on or restart the computer, and quickly press esc
2. Press F2.
The BIOS searches three places for the diagnostic tools, in the following order:
a.
Connected USB drive
NOTE: To download the HP PC Hardware Diagnostics (UEFI) tool to a USB drive, see Downloading
HP PC Hardware Diagnostics (UEFI) to a USB device on page 86.
b.
Hard drive
c.
BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
NOTE: If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device
NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
les are oered.
There are two options to download HP PC Hardward Diagnostics to USB device.
Download the latest UEFI version
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, click the Dowload link, and then select Run.
Download any version of UEFI for a specic product
1. Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed. .
2. Click Drivers & Downloads.
3. Use the categories listed to nd your product.
– or –
Click Find Now to let HP automatically detect your product.
86 Chapter 9 Using HP PC Hardware Diagnostics (UEFI)
4. Select your computer, and then select your operating system.
5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you
want.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 87
10 System backup and recovery
Backing up, restoring, and recovering in Windows 10
This section provides information about the following processes. The information in the section is standard
procedure for most products.
●
Creating recovery media and backups
●
Restoring and recovering your system
For additional information, refer to Help and Support.
▲
Type help in the taskbar search box, and then select Help and Support.
Creating recovery media and backups
The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
●
Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 88. For information on the recovery options that are available using the recovery media, see
What you need to know before you get started on page 90.
●
Use Windows tools to create system restore points and create backups of personal information.
For more information, see Using Windows tools on page 89.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
Creating HP Recovery media (select products only)
If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu,
select File Explorer.
●
If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. See the Worldwide Telephone Numbers booklet included with the
computer. You can also nd contact information on the HP website. Go to http://www.hp.com/support,
select your country or region, and follow the on-screen instructions.
You can use Windows tools to create system restore points and create backups of personal information,
see Using Windows tools on page 89.
●
If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then congures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
88 Chapter 10 System backup and recovery
○
Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
○
HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
○
To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a highquality blank USB ash drive.
○
If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased
separately) to create recovery discs. If you use an external optical drive, it must be connected
directly to a USB port on the computer; the drive cannot be connected to a USB port on an external
device, such as a USB hub. If you cannot create DVD media yourself, you can obtain recovery discs
for your computer from HP. See the Worldwide Telephone Numbers booklet included with the
computer. You can also nd contact information on the HP website. Go to http://www.hp.com/
support, select your country or region, and follow the on-screen instructions.
○
Be sure that the computer is connected to AC power before you begin creating the recovery media.
○
The creation process can take an hour or more. Do not interrupt the creation process.
○
If necessary, you can exit the program before you have nished creating all of the recovery DVDs.
HP Recovery Manager will nish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 90.
Using Windows tools
You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see Help and Support.
▲
Type help in the taskbar search box, and then select Help and Support.
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
IMPORTANT: Not all methods are available on all products.
●
Windows oers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see Help and Support.
Backing up, restoring, and recovering in Windows 10 89
▲
Type help in the taskbar search box, and then select Help and Support.
●
If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/
or applications option (select products only) of HP Recovery Manager to reinstall the individual
application or driver.
▲
Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
●
If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
For more information, see Recovering using HP Recovery Manager on page 90. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 88.
●
On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 90.
●
On select products, if you want to remove the recovery partition to reclaim hard drive space, HP
Recovery Manager oers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 91.
Recovering using HP Recovery Manager
HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Creating HP Recovery
media (select products only) on page 88.
What you need to know before you get started
●
HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
IMPORTANT: Recovery through HP Recovery Manager should be used as a nal attempt to correct
computer issues.
●
HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 88.
●
To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Creating HP Recovery media (select products only) on page 88.
●
If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. See the Worldwide Telephone
Numbers booklet included with the computer. You can also nd contact information from the HP
website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE: Only the options available for your computer display when you start the recovery process.
90 Chapter 10 System backup and recovery
●
System Recovery—Reinstalls the original operating system, and then congures the settings for the
programs that were installed at the factory.
●
Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB
To start HP Recovery Manager from the HP Recovery partition:
1. Type recovery in the taskbar search box, select Recovery Manager, and then select HP Recovery
Environment
- or -
Press f11 while the computer boots, or press and hold f11 as you press the power button.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
Using HP Recovery media to recover
ash drive. This type of recovery can be used only if the hard drive is still working.
.
You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal les.
2. Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
boot order. See Changing the computer boot order on page 91.
3. Follow the on-screen instructions.
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB ash drive.
To change the boot order:
1. Insert the HP Recovery media.
2. Access BIOS.
Restart the computer, quickly press esc, and then press f9 for boot options.
3. Select the optical drive or USB ash drive from which you want to boot.
4. Follow the on-screen instructions.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
Backing up, restoring, and recovering in Windows 10 91
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition,
create HP Recovery media; see Creating HP Recovery media (select products only) on page 88.
NOTE: The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.
Backing up, restoring, and recovering in Windows 7
Your computer includes tools provided by HP and Windows to help you safeguard your information
and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or
even back to the original factory state, all with simple steps.
This section provides information about the following processes:
●
Creating recovery media and backups
●
Restoring and recovering your system
NOTE: This section describes an overview of backing up, restoring, and recovering options. For more details
about the Windows Backup and Restore tools provided, see Help and Support. To access Help and Support,
select Start > Help and Support.
Recovery after a system failure is only as good as your most recent backup.
1. After you successfully set up the computer, create recovery media. This media can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. See
Creating recovery media on page 92.
2. As you add hardware and software programs, create system restore points. A system restore point is a
snapshot of certain hard drive contents saved by Windows System Restore at a specic time. A system
restore point contains information that Windows uses, such as registry settings. Windows creates a
system restore point for you automatically during a Windows update and during other system
maintenance (such as a software update, security scanning, or system diagnostics). You can also
manually create a system restore point at any time. For more information and steps for creating specic
system restore points, see Help and Support. To access Help and Support, select Start > Help and
Support.
3. As you add photos, video, music, and other personal les, create a backup of your personal information.
If les are accidentally deleted from the hard drive and they can no longer be restored from the Recycle
Bin, or if les become corrupted, you can restore the les that you backed up. In case of system failure,
you can use the backup les to restore the contents of your computer. See Backing up your information
on page 94.
NOTE: HP recommends that you print the recovery procedures and save them for later use, in case of
system instability.
Creating recovery media
After you successfully set up the computer, create recovery media. The media can be used to reinstall the
original operating system in cases where the hard drive is corrupted or has been replaced.
There are two types of recovery media. To determine which steps to follow for your computer:
92 Chapter 10 System backup and recovery
Loading...