Hp 400 G1 User Manual

Maintenance and Service Guide

HP ProDesk 400 G1 Desktop Mini

© Copyright 2015 Hewlett-Packard
Development Company, L.P. The information
contained herein is subject to change without
notice.

Intel and Pentium are trademarks of Intel
Corporation in the U.S. and other countries.
Bluetooth is a trademark owned by its
proprietor and used by Hewlett-Packard
Company under license. Microsoft, Windows,
WIndows 7, and Windows 8.1 are U.S.
registered trademarks of the Microsoft group
of companies. SD Logo is a trademark of its
proprietor.

The only warranties for HP products and
services are set forth in the express warranty
statements accompanying such products and
services. Nothing herein should be construed
as constituting an additional warranty. HP shall
not be liable for technical or editorial errors or
omissions contained herein.

This document contains proprietary
information that is protected by copyright. No
part of this document may be photocopied,
reproduced, or translated to another language
without the prior written consent of Hewlett­Packard Company.

Product notice

This guide describes features that are common
to most models. Some features may not be
available on your computer.

Not all features are available on all editions of
Windows 8.1. This computer may require
upgraded and/or separately purchased
hardware, drivers, and/or software to take full
advantage of Windows 8.1 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.

First Edition (February 2015)

Document Part Number: 800859-001

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, flat surface. Do
not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or
rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such
as pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user­accessible surface temperature limits defined by the International Standard for Safety of Information
Technology Equipment (IEC 60950).

iii

iv Safety warning notice

Table of contents

1 Product Features ........................................................................................................................................... 1

Standard Configuration Features .......................................................................................................................... 1

Desktop mini ........................................................................................................................................ 1

Front panel components ....................................................................................................................................... 2

Rear panel components ......................................................................................................................................... 3

Serial Number Location ......................................................................................................................................... 4

2 Illustrated parts catalog ................................................................................................................................ 5

Chassis spare parts ................................................................................................................................................ 5

Computer major components ............................................................................................................. 5

Cables .................................................................................................................................................. 7

Misc parts ............................................................................................................................................. 8

Drives ................................................................................................................................................... 9

3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 10

Electrostatic discharge information ................................................................................................................... 10

Generating static ............................................................................................................................... 10

Preventing electrostatic damage to equipment .............................................................................. 11

Personal grounding methods and equipment .................................................................................. 11

Grounding the work area .................................................................................................................. 11

Recommended materials and equipment ........................................................................................ 12

Operating guidelines ........................................................................................................................................... 12

Routine care ......................................................................................................................................................... 13

General cleaning safety precautions ................................................................................................ 13

Cleaning the Computer Case ............................................................................................................. 13

Cleaning the keyboard ...................................................................................................................... 13

Cleaning the monitor ......................................................................................................................... 14

Cleaning the mouse ........................................................................................................................... 14

Service considerations ........................................................................................................................................ 14

Tools and software requirements .................................................................................................... 14

Screws ............................................................................................................................................... 14

Cables and connectors ...................................................................................................................... 14

Hard Drives ........................................................................................................................................ 15

Lithium coin cell battery ................................................................................................................... 15

SATA hard drives .................................................................................................................................................. 15

SATA hard drive cables ........................................................................................................................................ 16

v

SATA data cable ................................................................................................................................. 16

SMART ATA drives ................................................................................................................................................ 16

Cable management .............................................................................................................................................. 16

4 Removal and replacement procedures ........................................................................................................... 17

Preparation for disassembly ............................................................................................................................... 17

Access panel ........................................................................................................................................................ 18

Hard drive ............................................................................................................................................................ 19

Speaker ................................................................................................................................................................ 23

Front bezel ........................................................................................................................................................... 25

Memory ................................................................................................................................................................ 26

SODIMMs ............................................................................................................................................ 26

DDR3-SDRAM SODIMMs .................................................................................................................... 26

Populating SODIMM sockets ............................................................................................................. 27

Replacing SODIMMs ........................................................................................................................... 28

Replacing the battery .......................................................................................................................................... 30

Heat sink .............................................................................................................................................................. 33

Processor ............................................................................................................................................................. 34

Fan ....................................................................................................................................................................... 36

Drive cage ............................................................................................................................................................ 37

WLAN module ...................................................................................................................................................... 39

M.2 solid-state drive ............................................................................................................................................ 41

External antennas (select models only) ............................................................................................................. 43

System board ....................................................................................................................................................... 46

System board callouts ...................................................................................................................... 49

WLAN antennas .................................................................................................................................................... 50

Changing from desktop to tower configuration ................................................................................................. 54

5 Computer Setup (F10) Utility ........................................................................................................................ 55

Computer Setup (F10) Utilities ............................................................................................................................ 55

Using Computer Setup (F10) Utilities ............................................................................................... 56

Computer Setup—File ...................................................................................................................... 57

Computer Setup—Storage ............................................................................................................... 58

Computer Setup—Security ............................................................................................................... 59

Computer Setup—Power .................................................................................................................. 61

Computer Setup—Advanced ............................................................................................................ 62

Recovering the Configuration Settings ............................................................................................................... 63

6 Troubleshooting without diagnostics ............................................................................................................ 64

Safety and comfort .............................................................................................................................................. 64

vi

Before you call for technical support .................................................................................................................. 64

Helpful hints ........................................................................................................................................................ 65

Solving general problems ................................................................................................................................... 66

Solving hard drive problems ............................................................................................................................... 69

Solving display problems .................................................................................................................................... 71

Solving audio problems ....................................................................................................................................... 75

Solving printer problems ..................................................................................................................................... 77

Solving keyboard and mouse problems ............................................................................................................. 78

Solving Hardware Installation Problems ............................................................................................................ 79

Solving Network Problems .................................................................................................................................. 81

Solving memory problems .................................................................................................................................. 84

Solving USB flash drive problems ....................................................................................................................... 85

Solving Internet access problems ....................................................................................................................... 86

Solving software problems ................................................................................................................................. 87

7 POST error messages ................................................................................................................................... 89

POST numeric codes and text messages ............................................................................................................ 89

Interpreting POST diagnostic front panel LEDs and audible codes .................................................................... 93

8 Password security and resetting CMOS .......................................................................................................... 95

Resetting the password jumper .......................................................................................................................... 95

Changing a Setup or Power-On password .......................................................................................................... 96

Deleting a Setup or Power-On password ............................................................................................................ 97

Clearing and resetting the CMOS ......................................................................................................................... 97

9 HP PC Hardware Diagnostics ......................................................................................................................... 99

Why run HP PC Hardware Diagnostics ................................................................................................................. 99

How to access and run HP PC Hardware Diagnostics ......................................................................................... 99

Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................... 99

10 System backup and recovery .................................................................................................................... 101

Backing up, restoring, and recovering in Windows 8.1 or Windows 8 ............................................................. 101

Creating recovery media and backups ........................................................................................... 101

Restoring and recovering using Windows tools ............................................................................. 101

Using Reset when the system is not responding ......................................................... 102

Recovery using the Windows recovery USB flash drive ............................................... 102

Recovery using Windows operating system media (purchased separately) .............. 103

Backing up, restoring, and recovering in Windows 7 ........................................................................................ 103

Creating recovery media ................................................................................................................. 104

Creating recovery media using HP Recovery Manager (select models only) .............. 104

vii

Creating recovery discs with HP Recovery Disc Creator (select models only) ............ 105

Creating recovery discs .............................................................................. 105

Backing up your information ........................................................................................ 106

System Restore ............................................................................................................................... 106

System Recovery ............................................................................................................................. 107

System Recovery when Windows is responding .......................................................... 107

System Recovery when Windows is not responding ................................................... 108

System Recovery using recovery media (select models only) .................................... 108

Using HP Recovery Disc operating system discs (select models only) ....................... 109

Appendix A Power Cord Set Requirements ...................................................................................................... 111

General Requirements ....................................................................................................................................... 111

Japanese Power Cord Requirements ................................................................................................................ 111

Country-Specific Requirements ........................................................................................................................ 112

Appendix B Statement of Volatility ................................................................................................................ 113

Appendix C Specifications ............................................................................................................................. 115

Index ........................................................................................................................................................... 116

viii

1 Product Features

Standard Configuration Features

Features may vary depending on the model. For support assistance and to learn more about the hardware
and software installed on your computer model, run the HP Support Assistant utility.

Desktop mini

NOTE: The desktop mini can be used in a tower orientation or a desktop orientation.

Standard Configuration Features 1

Front panel components

1 Dual-State Power Button 4 Microphone Connector

2 Hard Drive Activity Light 5 Headphone Connector

3 USB 3.0 Ports

NOTE: The Power On Light is normally white when the power is on. If it is flashing red, there is a problem with the

computer and it is displaying a diagnostic code. Refer to

on page 93 for more information.

Interpreting POST diagnostic front panel LEDs and audible codes

2 Chapter 1 Product Features

Rear panel components

1 DisplayPort Monitor Connector 4 USB 2.0 Ports (black)

2

3

NOTE: The two upper USB ports have additional power capacity to support the Desktop Mini External Expansion Sleeves.

NOTE: The two lower USB ports support wake-from-sleep states if that option is enabled in the Computer Setup (F10)

utility.

VGA Monitor Connector 5 RJ-45 Network Connector

USB 2.0 Ports with enhanced power (black) 6 Power Cord Connector

Rear panel components 3

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.

4 Chapter 1 Product Features

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
follow the on-screen instructions.

Computer major components

http://partsurfer.hp.com, select your country or region, and then

Item Description

(1) Access panel

(2) Front bezel

(3) System board (includes replacement thermal material)

For use in models without Windows 8.1

For use in models with Windows 8.1 Standard

Chassis spare parts 5

Item Description

For use in models with Windows 8.1 Professional

For use in NetClone models

Stand

Power supply, 65W, 89% efficiency

Memory modules (PC3-12800, 1600-MHz)

8-GB

4-GB

Processors (include replacement thermal material)

Intel Core i7 4785T (2.2-GHz, 8-MB L3 cache), 35W

Intel Core i7 4765T (2.0-GHz, 8-MB L3 cache), 35W

Intel Core i5 4590T (2.0-GHz, 6-MB L3 cache), 35W

Intel Core i5 4570T (2.9-GHz, 4-MB L3 cache), 35W

Intel Core i3 4360T (3.2-GHz, 4-MB L3 cache), 35W

Intel Core i3 4350T (3.1-GHz, 4-MB L3 cache), 35W

Intel Core i3 4330T (3.0-GHz, 4-MB L3 cache), 35W

Intel Core i3 4160T (3.1-GHz, 3-MB L3 cache), 35W

Intel Core i3 4150T (3.0-GHz, 3-MB L3 cache), 35W

Intel Core i3 4130T (2.9-GHz, 3-MB L3 cache), 35W

Intel Pentium G3450T (2.9-GHz, 3-MB L3 cache), 35W

Intel Pentium G3440T (2.8-GHz, 3-MB L3 cache), 35W

Intel Pentium G3420T (2.7-GHz, 3-MB L3 cache), 35W

Intel Pentium G3250T (2.8-GHz, 3-MB L3 cache), 35W

Intel Pentium G3240T (2.7-GHz, 3-MB L3 cache), 35W

Intel Pentium G3220T (2.6-GHz, 3-MB L3 cache), 35W

Intel Celeron G1840T (2.5-GHz, 2-MB L3 cache), 54W

Intel Celeron G1820T (2.4-GHz, 2-MB L3 cache), 35W

6 Chapter 2 Illustrated parts catalog

Cables

Item Description

(1) SATA power cable

Wireless antenna cables

Adapter, DisplayPort to HDMI 1.4

Adapter, DisplayPort to VGA

Adapter, DisplayPort to DVI

Adapter, USB to serial

Cable, DisplayPort to HDMI

DisplayPort cable

Grommet, hard drive

Chassis spare parts 7

Misc parts

Item Description

(1) Heat sink

(2) Fan

(3) Speaker

(4) LED cover

* Antenna cover

* HP Ultraslim Keyed Cable Lock

* WLAN modules:

HP WLAN 802.11 a/b/g/n, 2x2 + Bluetooth 4.0

HP WLAN 802.11 a/b/g/n, 2x2

* Mouse

USB, laser

USB, optical

Washable

Wireless

* Keyboards

8 Chapter 2 Illustrated parts catalog

Drives

Item Description

USB

Wireless + dongle + mouse

Washable

Smart card

Description

Hard drives/Solid-state drives:

1 TB, 7200 rpm, hard drive, 2.5-inch, SSHD (hybrid SSD)

500 GB, 7200 rpm hard drive, 2.5-inch

500 GB, SSHD (hybrid SSD), 2.5-inch

500 GB, 7200 rpm hard drive, 2.5-inch, SED

500 GB, 5400 rpm hard drive, 2.5-inch, FIPS

256 GB solid-state drive (SSD)

256 GB solid-state drive (SSD), self-encrypting (SED)

180 GB solid-state drive (SSD), SATA 6.0, OPAL 1.0, MLC

180 GB solid-state drive (SSD), SATA 6.0

128 GB solid-state drive (SSD)

128 GB solid-state drive (SSD), Self-encrypting Drive (SED), OPAL 2.0, SATA 6.0

128 GB solid-state drive (SSD), M.2 2280SS, PCIe

120 GB solid-state drive (SSD), SATA 6.0, OPAL 1.0, MLC

120 GB solid-state drive (SSD), SATA 6.0

Grommet, hard drive

Chassis spare parts 9

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 finger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.

Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.

Generating static

The following table shows that:

●

Different activities generate different amounts of static electricity.

●

Static electricity increases as humidity decreases.

Relative Humidity

Event 55% 40% 10%

Walking across carpet

Walking across vinyl floor

Motions of bench worker

Removing DIPs from plastic tube

Removing DIPs from vinyl tray

Removing DIPs from Styrofoam

Removing bubble pack from PCB

Packing PCBs in foam-lined box

These are then multi-packaged inside plastic tubes, trays, or Styrofoam.

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.

10 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 flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and fit snugly into the banana plug connector on the grounding mat or workstation.

●

Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with
a maximum of one-megohm ± 10% resistance between the operator and ground.

Method Voltage

Antistatic plastic

Carbon-loaded plastic

Metallized laminate

Grounding the work area

To prevent static damage at the work area, use the following precautions:

●

Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.

●

Use static-dissipative mats, foot straps, or air ionizers to give added protection.

●

Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.

●

Turn off power and input signals before inserting and removing connectors or test equipment.

Static Shielding Protection Levels

1,500

7,500

15,000

●

Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.

●

Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.

●

Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.

Electrostatic discharge information 11

Recommended materials and equipment

Materials and equipment that are recommended for use in preventing static electricity include:

●

Antistatic tape

●

Antistatic smocks, aprons, or sleeve protectors

●

Conductive bins and other assembly or soldering aids

●

Conductive foam

●

Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance

●

Static-dissipative table or floor mats with hard tie to ground

●

Field service kits

●

Static awareness labels

●

Wrist straps and footwear straps providing one-megohm +/- 10% resistance

●

Material handling packages

●

Conductive plastic bags

●

Conductive plastic tubes

●

Conductive tote boxes

●

Opaque shielding bags

●

Transparent metallized shielding bags

●

Transparent shielding tubes

Operating guidelines

To prevent overheating and to help prolong the life of the computer:

●

Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.

●

Operate the computer on a sturdy, level surface. Leave a 10.2-cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airflow.

●

Never restrict the airflow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airflow.

●

Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airflow. Be sure to unplug the computer before cleaning the air vents.

●

Never operate the computer with the cover 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.

12 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 flammable solutions to clean the computer.

2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use

the cloth on the component.

3. Always unplug the computer when cleaning with liquids or damp cloths.

4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.

5. Disconnect the keyboard before cleaning it.

6. Wear safety glasses equipped with side shields when cleaning the keyboard.

Cleaning the Computer Case

Follow all safety precautions in General cleaning safety precautions on page 13 before cleaning the
computer.

To clean the computer case, follow the procedures described below:

●

To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.

●

For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.

●

For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed as the alcohol will evaporate
quickly and not leave a residue.

●

After cleaning, always wipe the unit with a clean, lint-free cloth.

●

Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airflow.

Cleaning the keyboard

Follow all safety precautions in General cleaning safety precautions on page 13 before cleaning the
keyboard.

To clean the tops of the keys or the keyboard body, follow the procedures described in

Computer Case on page 13.

When cleaning debris from under the keys, review all rules in
before following these procedures:

CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the

keys.

Cleaning the

General cleaning safety precautions on page 13

●

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 13

●

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
fibers or dirt in confined 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 flammable liquids on the monitor.

●

To clean the monitor body follow the procedures in

Cleaning the mouse

Before cleaning the mouse, ensure that the power to the computer is turned off.

●

Clean the mouse ball by first removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.

●

To clean the mouse body, follow the procedures in Cleaning the Computer Case on page 13.

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

●

Torx T-15 screwdriver

●

Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)

●

Diagnostics software

Cleaning the Computer Case on page 13.

Screws

The screws used in the computer are not interchangeable. They may have standard or metric threads and
may be of different lengths. If an incorrect screw is used during the reassembly process, it can damage the
unit. HP strongly recommends that all screws removed during disassembly be kept with the part that was
removed, then returned to their proper locations.

CAUTION: As each subassembly is removed from the computer, it should be placed away from the work

area to prevent damage.

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

14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation

ensure that the cables are routed in such a way that they cannot be caught or snagged by parts being
removed or replaced.

CAUTION: When servicing this computer, ensure that cables are placed in their proper location during the

reassembly process. Improper cable placement can damage the computer.

Hard Drives

Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.

●

●

●

●

●

●

●

If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”

Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the computer.

Avoid dropping drives from any height onto any surface.

If you are inserting or removing a hard drive, turn off the computer. Do not remove a hard drive while
the computer is on or in standby mode.

Before handling a drive, ensure that you are discharged of static electricity. While handling a drive,
avoid touching the connector.

Do not use excessive force when inserting a drive.

Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields
such as monitors or speakers.

Lithium coin cell battery

The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.

See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.

WARNING! This computer contains a lithium battery. There is a risk of fire and chemical burn if the battery

is handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or fire,
or expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.

NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general

household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.

SATA hard drives

Serial ATA Hard Drive Characteristics

Number of pins/conductors in data cable 7/7

Number of pins in power cable 15

Maximum data cable length 39.37 in (100 cm)

Data interface voltage differential 400-700 mV

Drive voltages 3.3 V, 5 V, 12 V

SATA hard drives 15

Jumpers for configuring drive N/A

Data transfer rate 6.0 Gb/s

SATA hard drive cables

SATA data cable

Always use an HP approved SATA 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 overflexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.

The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.

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 flat ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.

●

Do not bend any cable sharply. A sharp bend can break the internal wires.

●

Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.

●

Never crease a SATA data cable.

16 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
follow the on-screen instructions.

Preparation for disassembly

See Routine care, SATA drive guidelines, and disassembly preparation on page 10 for initial safety
procedures.

1. Remove/disengage any security devices that prohibit opening the computer.

2. Remove all removable media, such as a USB flash drive, from the computer.

3. Turn off the computer properly through the operating system, then turn off any external devices.

CAUTION: Turn off the computer before disconnecting any cables.

http://partsurfer.hp.com, select your country or region, and then

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 17

Access panel

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Loosen the thumbscrew on the rear of the computer (1) then slide the panel forward and lift if off the

computer (2).

To install the access panel, reverse the removal procedure.

18 Chapter 4 Removal and replacement procedures

Hard drive

Description

Hard drives/Solid-state drives

1 TB, 7200 rpm, hard drive, 2.5-inch, SSHD (hybrid SSD)

500 GB, 7200 rpm hard drive, 2.5-inch

500 GB, SSHD (hybrid SSD), 2.5-inch

500 GB, 7200 rpm hard drive, 2.5-inch, SED

500 GB, 5400 rpm hard drive, 2.5-inch, FIPS

256 GB solid-state drive (SSD)

256 GB solid-state drive (SSD), self-encrypting (SED)

180 GB solid-state drive (SSD), SATA 6.0, OPAL 1.0, MLC

180 GB solid-state drive (SSD), SATA 6.0

128 GB solid-state drive (SSD)

128 GB solid-state drive (SSD), Self-encrypting Drive (SED), OPAL 2.0, SATA 6.0

128 GB solid-state drive (SSD), M.2 2280SS, PCIe

120 GB solid-state drive (SSD), SATA 6.0, OPAL 1.0, MLC

120 GB solid-state drive (SSD), SATA 6.0

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 17).

2. Remove the access panel

Access panel on page 18.

Hard drive 19

3. Disconnect the hard drive power cable (1) and data cable (2) from the system board.

4. Pull the release lever next to the rear of the hard drive outward (1). While pulling the release lever out,

slide the drive back until it stops, then lift the drive up and out of the bay (2).

5. To install a hard drive, you must transfer the silver and blue isolation mounting guide screws from the

old hard drive to the new hard drive.

20 Chapter 4 Removal and replacement procedures

6. Transfer the drive cables from the old drive to the new drive.

7. Align the guide screws with the slots on the chassis drive cage, press the hard drive down into the bay,

then slide it forward until it stops and locks in place.

Hard drive 21

8. Connect the hard drive power cable (1) and data cable (2) to the system board.

Reverse this procedure to replace the hard drive.

22 Chapter 4 Removal and replacement procedures

Speaker

A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is
secured by a white peg that you pull out to release.

To remove the speaker:

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. From the front of the computer, pull to remove the white peg that secures the speaker (1).

4. Disconnect the speaker cable from the system board connector (2).

Access panel on page 18).

Preparation for disassembly on page 17).

Speaker 23

5. Lift to remove the speaker from the computer (3).

To install the speaker, reverse the removal procedures.

24 Chapter 4 Removal and replacement procedures

Front bezel

The front bezel is secured to the access panel by tabs.

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. Position the access panel upside-down so you can access the inside of the bezel.

4. Pull down to loose the bottom, interior on the bezel (1).

5. Disengage the tabs on the top, interior of the bezel (2).

Access panel on page 18).

Preparation for disassembly on page 17).

6. Remove the bezel from the access panel.

To install the front bezel, reverse the removal procedure.

Front bezel 25

Memory

Description

8-GB, PC3-12800, SODIMM

4-GB, PC3-12800, SODIMM

The computer comes with double data rate 3 synchronous dynamic random access memory (DDR3-SDRAM)
small outline dual inline memory modules (SODIMMs).

SODIMMs

The memory sockets on the system board can be populated with up to two industry-standard SODIMMs.
These memory sockets are populated with at least one preinstalled SODIMM. To achieve the maximum
memory support, you can populate the system board with up to 16-GB of memory.

DDR3-SDRAM SODIMMs

For proper system operation, the SODIMMs must be:

●

industry-standard 204-pin

●

unbuffered non-ECC PC3-12800 DDR3-1600 MHz-compliant

●

1.5 volt DDR3-SDRAM SODIMMs or 1.35 volt DDR3L-SDRAM SODIMMs

The DDR3-SDRAM SODIMMs must also:

●

support CAS latency 11 DDR3 1600 MHz (11-11-11 timing)

●

contain the mandatory Joint Electronic Device Engineering Council (JEDEC) specification

In addition, the computer supports:

●

512-Mbit, 1-Gbit, and 2-Gbit non-ECC memory technologies

●

single-sided and double-sided SODIMMS

●

SODIMMs constructed with x8 and x16 devices; SODIMMs constructed with x4 SDRAM are not supported

NOTE: The system will not operate properly if you install unsupported SODIMMs.

26 Chapter 4 Removal and replacement procedures

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 SODIMM3 socket, Channel A DIMM3 Black

The system will automatically operate in single channel mode, dual channel mode, or flex 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 flex mode if the memory capacity of the SODIMM in Channel A is not equal to
the memory capacity of the SODIMM in Channel B. In flex mode, the channel populated with the least
amount of memory describes the total amount of memory assigned to dual channel and the remainder
is assigned to single channel. If one channel will have more memory than the other, the larger amount
should be assigned to channel A.

●

In any mode, the maximum operational speed is determined by the slowest SODIMM in the system.

Memory 27

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 briefly touching a grounded metal
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 17).

2. Remove the access panel (

3. Remove the hard drive (

4. 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).

Access panel on page 18).

Hard drive on page 19).

28 Chapter 4 Removal and replacement procedures

5. 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.

6. Replace the hard drive and connect the power and data cables to the system board.

7. Replace the access panel.

8. If the computer was on a stand, replace the stand.

9. Reconnect the power cord and turn on the computer.

10. Lock any security devices that were disengaged when the computer cover or access panel was removed.

The computer automatically recognizes the additional memory when you turn on the computer.

Memory 29

Replacing the 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 3­volt lithium coin cell battery.

WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and

burns if the battery is not handled properly. To reduce the risk of personal injury:

Do not attempt to recharge the battery.

Do not expose to temperatures higher than 60°C (140ºF).

Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.

Replace the battery only with the HP spare designated for this product.

CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When the

battery is removed or replaced, the CMOS settings will be cleared.

Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object.

NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall

socket. The lithium battery is only used when the computer is NOT connected to AC power.

HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to

http://www.hp.com/recycle.

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Remove the access panel (

3. Locate the battery and battery holder on the system board.

4. Depending on the type of battery holder on the system board, complete the following instructions to

replace the battery.

Access panel on page 18).

NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to remove and

replace the battery.

Type 1

30 Chapter 4 Removal and replacement procedures

a. Pull back on the clip (1) that is holding the battery in place, and lift the battery out of the holder

(2).

b. Pull back on the clip (1) and slide the replacement battery down into the holder (2).

Type 2

a. Push the battery toward the outside of the chassis to release it from the holder and lift it out.

Replacing the battery 31

b. Lower the battery so that is next to the holder then push it into the holder.

NOTE: After the battery has been replaced, use the following steps to complete this procedure.

5. Replace the computer access panel.

6. Plug in the computer and turn on power to the computer.

7. Reset the date and time, your passwords, and any special system setups using Computer Setup.

8. Lock any security devices that were disengaged when the computer access panel was removed.

32 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 (

2. Remove the access panel (

3. In the order indicated on the heat sink, loosen the four captive Torx screws (1), and then lift the heat

sink out of the computer (2).

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.

Access panel on page 18).

Preparation for disassembly on page 17).

To replace the heat sink, reverse the removal procedures.

Heat sink 33

Processor

Description

Intel Core i7 4785T (2.2-GHz, 8-MB L3 cache), 35W

Intel Core i7 4765T (2.0-GHz, 8-MB L3 cache), 35W

Intel Core i5 4590T (2.0-GHz, 6-MB L3 cache), 35W

Intel Core i5 4570T (2.9-GHz, 4-MB L3 cache), 35W

Intel Core i3 4360T (3.2-GHz, 4-MB L3 cache), 35W

Intel Core i3 4350T (3.1-GHz, 4-MB L3 cache), 35W

Intel Core i3 4330T (3.0-GHz, 4-MB L3 cache), 35W

Intel Core i3 4160T (3.1-GHz, 3-MB L3 cache), 35W

Intel Core i3 4150T (3.0-GHz, 3-MB L3 cache), 35W

Intel Core i3 4130T (2.9-GHz, 3-MB L3 cache), 35W

Intel Pentium G3450T (2.9-GHz, 3-MB L3 cache), 35W

Intel Pentium G3440T (2.8-GHz, 3-MB L3 cache), 35W

Intel Pentium G3420T (2.7-GHz, 3-MB L3 cache), 35W

Intel Pentium G3250T (2.8-GHz, 3-MB L3 cache), 35W

Intel Pentium G3240T (2.7-GHz, 3-MB L3 cache), 35W

Intel Pentium G3220T (2.6-GHz, 3-MB L3 cache), 35W

Intel Celeron G1840T (2.5-GHz, 2-MB L3 cache), 54W

Intel Celeron G1820T (2.4-GHz, 2-MB L3 cache), 35W

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Remove the access panel (

3. Remove the heat sink (

Access panel on page 18).

Heat sink on page 33).

4. Rotate the locking lever to its full open position (1).

5. Raise and rotate the microprocessor retainer to its fully open position (2).(2).

34 Chapter 4 Removal and replacement procedures

6. Carefully lift the processor from the socket (3).

CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling

them could cause irreparable damage. Once pins are damaged it may be necessary to replace the
system board.

The heat sink must be installed within 24 hours of installing the processor to prevent damage to the
processor’s solder connections.

To replace the processor, reverse the removal procedures.

NOTE: After installing a new processor onto the system board, always update the system ROM to ensure

that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the
Web at:

http://h18000.www1.hp.com/support/files.

Processor 35

Fan

The fan sits between the fan sink and the rear of the computer.

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. Remove the heat sink (

4. Disconnect the fan cable from the system board connector labeled CHFAN (1).

5. Remove the four Torx screws that secure the fan to the computer (2).

Access panel on page 18).

Heat sink on page 33).

Preparation for disassembly on page 17).

6. Remove the fan from the computer.

To install the fan, reverse the removal procedure.

NOTE: To avoid damaging the rubber screw grommets installed around the captive screws, when installing

the fan, push down on the fan assembly before you tighten the screws. Make sure the grommets are
positioned correctly before tightening the screws.

36 Chapter 4 Removal and replacement procedures

Drive cage

The drive cage is located next to the heat sink. The drive cage is secured with three slotted Torx screws.

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Remove the access panel (

3. Remove the three screws (1) that secure the drive cage to the computer.

Access panel on page 18).

Drive cage 37

4. Lift the drive cage up and out of the computer (2).

To install the drive cage, reverse the removal procedure.

38 Chapter 4 Removal and replacement procedures

WLAN module

Description

HP WLAN 802.11 a/b/g/n, 2x2 + Bluetooth 4.0

HP WLAN 802.11 a/b/g/n, 2x2

The WLAN module is located near the memory modules. The WLAN module is secured with one slotted Torx
screw and has two connected antennas.

NOTE: WLAN module appearance may vary.

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Remove the access panel (

3. Remove the hard drive (

4. Remove the drive cage (

5. Disconnect the antenna cables from the module (1).

6. Remove the screw (2) that secures the module to the computer.

Access panel on page 18).

Hard drive on page 19).

Drive cage on page 37).

WLAN module 39

7. Pull the module to remove it from the socket (3).

To install the WLAN module, reverse the removal procedure.

NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.

40 Chapter 4 Removal and replacement procedures

M.2 solid-state drive

Description

128 GB solid-state drive (SSD), M.2

The M.2 SSD is secured with one slotted Torx screw. It is located under the heat sink and fan.

To remove the M.2 SSD:

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. Remove the hard drive (

4. Remove the drive cage (

5. Remove the heat sink (

6. Remove the fan (

7. Remove the Torx screw that secures the module to the computer.

Fan on page 36).

Access panel on page 18).

Hard drive on page 19).

Drive cage on page 37).

Heat sink on page 33).

Preparation for disassembly on page 17).

M.2 solid-state drive 41

8. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket.

To install the M.2 SSD, reverse the removal procedures.

NOTE: M.2 SSDs are designed with a notch to prevent incorrect insertion.

42 Chapter 4 Removal and replacement procedures

External antennas (select models only)

The external connection antennas route from the WLAN module to the cable connectors on the rear of the
computer.

To install the antennas:

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. Remove the hard drive (

4. Remove the drive cage (

5. Remove the heat sink (

6. Remove the fan (

7. Using a screwdriver, pry out the two knockouts that cover the antenna cable connector holes on the

back of the computer.

Fan on page 36).

Access panel on page 18).

Hard drive on page 19).

Drive cage on page 37).

Heat sink on page 33).

Preparation for disassembly on page 17).

8. Insert the cable connectors into the slots on the rear of the computer, and then fasten the connectors

using the included washer (on the inside of the chassis) and nut (on the outside of the chassis).

External antennas (select models only) 43

9. Connect the connector on the end of the black antenna cable to the connector labeled ‘1’ on the WLAN

module.

10. Route the white cable using the hooks connected to the chassis.

Note the correct cable routing in the following image.

44 Chapter 4 Removal and replacement procedures

Properly installed, the white antenna routes under the fan and hard drive SATA cables.

External antennas (select models only) 45

System board

NOTE: All system board spare part kits include replacement thermal material.

NOTE: System board appearance may vary.

Description

System board for use in models without Windows 8.1

System board for use in models with Windows 8.1 Standard

System board for use in models with Windows 8.1 Professional

System board for use in NetClone models

1. Prepare the computer for disassembly (Preparation for disassembly on page 17).

2. Remove the access panel (

3. Remove the hard drive (

4. Remove the drive cage (

5. Remove the heat sink (

6. Remove the fan (

Fan on page 36).

7. Remove the solid-state drive (if installed) (

8. Remove the memory modules (

9. Remove the WLAN module (

10. Remove the processor (

Access panel on page 18).

Hard drive on page 19).

Drive cage on page 37).

Heat sink on page 33).

M.2 solid-state drive on page 41).

Memory on page 26).

WLAN module on page 39).

Processor on page 34).

11. Disconnect all cables from the system board, noting their location for reinstallation.

12. Remove the two Torx screws (1) that secure the system board to the computer.

46 Chapter 4 Removal and replacement procedures

13. Lift the left side of the system board, and then 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 affected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.

To update SMBIOS information in Computer Setup:

1. Turn on or restart the computer.

2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the

screen.

NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.

3. Press F10 to enter Computer Setup.

4. Go to Security > System ID’s.

System board 47

5. If necessary, press Ctrl+A to initiate edit mode.

6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be

edited.

System ID Setup Page

Setup Field Name Comment Label

Product Name Enter the Model name/number or

marketing name.

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 identifier 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

48 Chapter 4 Removal and replacement procedures

System board callouts

Sys Bd Label Color Component Sys Bd Label Color Component

BAT Black RTC battery SATA0 Blue Hard drive data

connector

XU1 Black Processor CMOS Yellow CMOS reset button

DIMM3 Black Secondary memory

socket

DIMM1 Black Primary memory socket CPUFAN White Fan connector

SPKR White Speaker connector PSWD Black/blue Password header and

M.2 Black WLAN module socket M.2 Black Solid-state drive socket

SATAPWR0 White Hard drive power

connector

jumper

System board 49

WLAN antennas

The antennas route from the WLAN module to the cable connectors on the rear of the computer.

To install the antennas:

1. Prepare the computer for disassembly (

2. Remove the access panel (

3. Remove the hard drive (

4. Remove the drive cage (

5. Remove the heat sink (

6. Remove the fan (

7. Disconnect the WLAN antenna cables from the WLAN module.

Fan on page 36).

Access panel on page 18).

Hard drive on page 19).

Drive cage on page 37).

Heat sink on page 33).

Preparation for disassembly on page 17).

8. Remove the system board (System board on page 46).

50 Chapter 4 Removal and replacement procedures

9. Remote the antenna cables from their routing paths underneath the keyboard. Note the locations the

cables are taped to the chassis as shown in the following image.

10. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover

(1), and then rotating the cover off the computer (2).

WLAN antennas 51

11. Antenna transceivers are connected to the front and back of the computer as shown in the following

image.

12. Remove the front transceiver from the inside of the computer by pressing the tab to disengage the

transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).

52 Chapter 4 Removal and replacement procedures

13. Remove the rear transceiver from the inside of the computer by pressing the tab to disengage the

transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).

Reverse the removal procedure to install the WLAN antennas and transceivers.

WLAN antennas 53

Changing from desktop to tower configuration

The computer can be used in a tower orientation with an optional tower stand that can be purchased from
HP.

1. Remove/disengage any security devices that prohibit opening the computer.

2. Remove all removable media, such as a USB flash drive, from the computer.

3. Turn off the computer properly through the operating system, then turn off any external devices.

4. Disconnect the power cord from the power outlet and disconnect any external devices.

CAUTION: 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. You must disconnect the power cord to avoid damage to
the internal components of the computer.

5. Orient the computer so that its right side is facing up and place the computer in the optional stand.

NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower

stand.

6. Reconnect the power cord and any external devices, then turn on the computer.

NOTE: Ensure at least 10.2 centimeters (4 inches) of space on all sides of the computer remains clear

and free of obstructions.

7. Lock any security devices that were disengaged when the access panel was removed.

54 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 configuration, including settings for processor, graphics,
memory, audio, storage, communications, and input devices.

●

Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media
devices.

●

Enable Quick Boot, which is faster than Full Boot but does not run all of the diagnostic tests run during a
Full Boot. You can set the system to:

■

always 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 identification number assigned by the company to this computer.

●

Enable the power-on password prompt during system restarts (warm boots) as well as during power­on.

●

Establish a setup password that controls access to the Computer Setup (F10) Utility and the settings
described in this section.

●

Secure integrated I/O functionality, including the 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 configuration errors detected but not automatically fixed during the Power-On Self-Test
(POST).

●

Replicate the system setup by saving system configuration information on a USB device and restoring it
on one or more computers.

●

Execute self-tests on a specified ATA hard drive (when supported by drive).

●

Enable or disable DriveLock security (when supported by drive).

Computer Setup (F10) Utilities 55

Using Computer Setup (F10) Utilities

Computer Setup can be accessed only by turning the computer on or restarting the system. To access the
Computer Setup Utilities menu, complete the following steps:

1. Turn on or restart the computer.

2. Repeatedly press F10 when the monitor light turns green to access the utility.

You can also press Esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.

NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again

repeatedly press F10 when the monitor light turns green to access the utility.

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.

- or –

●

Follow the Windows 8.1 instructions for rebooting the computer into the Computer Setup (F10)
Utility.

3. A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power,

and Advanced.

4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys

to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press

Esc.

5. To apply and save changes, select File > Save Changes and Exit.

●

If you have made changes that you do not want applied, select Ignore Changes and Exit.

●

To reset to factory settings or previously saved default settings (some models), select Apply
Defaults and Exit. This option will restore the original factory system defaults.

NOTE: Not all settings shown in the following sections are available for all models

CAUTION: Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup (F10) changes

because the CMOS could become corrupted. It is safe to turn off the computer only after exiting the F10
Setup screen.

56 Chapter 5 Computer Setup (F10) Utility

Computer Setup—File

NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.

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

●

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)

Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media.

Replicated Setup Save to Removable Media

Saves system configuration to a formatted USB flash media device.

Restore from Removable Media

Restores system configuration from a USB flash media device.

Default Setup Save Current Settings as Default

Saves the current system configuration settings as the default.

Restore Factory Settings as Default

Restores the factory system configuration settings as the default.

Apply Defaults and Exit Applies the currently selected default settings and clears any established passwords.

Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.

Save Changes and Exit Saves changes to system configuration or default settings and exits Computer Setup.

Computer Setup (F10) Utilities 57

Computer Setup—Storage

NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.

Table 5-2 Computer Setup—Storage

Option Description

Device Configuration Lists all installed BIOS-controlled storage devices.

When a device is selected, detailed information and options are displayed. The following options may be
presented:

●

Storage Options SATA Emulation

Allows you to choose how the SATA controller and devices are accessed by the operating system.
Supported options include: IDE and AHCI (default).

CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or

corrupt established volumes.

IDE Mode- This is the default and most backwards-compatible setting of the options. Operating systems
usually do not require additional driver support in IDE mode. Use this option for "normal" (non-RAID)
configurations

AHCI Mode (default option) - Allows operating systems with AHCI device drivers loaded to take advantage
of more advanced features of the SATA controller.

Removable Media Boot

Enables/disables ability to boot the system from removable media. Default is enabled.

Hard Disk: Size, model, firmware version, serial number.

DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System

Boot Order Allows you to:

(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.

●

UEFI Boot Sources: Specify the order in which EFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image. Each device on the list may be individually excluded from or included for consideration as a
bootable operating system source.

EFI boot sources always have precedence over legacy boot sources.

●

Legacy Boot Sources: Specify the order in which legacy boot sources (such as a network interface
card, internal hard drive, USB optical drive, or internal optical drive) are checked for a bootable
operating system image. Each device on the list may be individually excluded from or included for
consideration as a bootable operating system source.

Specify the order of attached hard drives. The first hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).

NOTE: To drag a device to a preferred place, press Enter. To remove the device from consideration as a

bootable device, press F5.

You can use F5 to disable individual boot items, as well as disable EFI boot and/or legacy boot.

NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has

started.

Shortcut to Temporarily Override Boot Order

To boot one time from a device other than the default device specified in Boot Order, restart the
computer and press Esc (to access the boot menu) and then F9 (Boot Order), or only F9 (skipping the boot
menu) when the monitor light turns green. After POST is completed, a list of bootable devices is

58 Chapter 5 Computer Setup (F10) Utility

Table 5-2 Computer Setup—Storage (continued)

displayed. Use the arrow keys to select the preferred bootable device and press Enter. The computer then
boots from the selected non-default device for this one time.

Computer Setup—Security

NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.

Table 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, flash the ROM, and

make changes to certain plug and play settings under Windows.

Power-On Password Allows you to set and enable a power-on password. The power-on password prompt appears after a

power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.

Password Options

(This selection appears
only if a power-on
password or setup
password is set.)

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 configured setup
password or power-on password in a safe place away from your computer. Without these
passwords, the computer cannot be unlocked.

●

Setup Browse Mode (appears if a setup password is set) (allows viewing, but not changing, the F10
Setup Options without entering setup password). Default is enabled.

●

Password prompt on F9 & F12 (requires setup password to use these boot functions). Default is
enabled.

●

Network Server Mode. Default is disabled.

●

Embedded security device

●

System audio

●

Network controller

●

SATA ports (varies by model)

USB Security Allows you to set Enabled/Disabled (default is Enabled) for:

●

Front USB Ports

●

Rear USB Ports

●

Internal USB Ports

Slot Security Allows you to disable any M.2 card slot. Default is enabled.

Computer Setup (F10) Utilities 59

Table 5-3 Computer Setup—Security (continued)

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

●

Asset tag (18-byte identifier), a property identification number assigned by the company to the
computer.

●

Ownership tag (80-byte identifier) displayed during POST.

●

Universal Unique Identifier (UUID) number. The UUID can only be updated if the current chassis
serial number is invalid. (These ID numbers are normally set in the factory and are used to uniquely
identify the system.)

●

Family Name

●

Feature Byte

●

Build ID

●

Keyboard locale setting for System ID entry.

System Security (these
options are hardware
dependent)

Embedded Security Device (some models) (enable/disable) - Permits activation and deactivation of the

NOTE: Available options are displayed depending on system configuration.

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 off and then back on. Default is disabled.

Embedded Security Device. Changing this setting requires turning the computer off and then back on.

NOTE: To configure the Embedded Security Device, a Setup password must be set.

●

Reset to Factory Settings (some models) (Do not reset/Reset) - Resetting to factory defaults will
erase all security keys. Changing this setting requires turning the computer off and then back on.
Default is Do not reset.

CAUTION: The embedded security device is a critical component of many security schemes.

Erasing the security keys will prevent access to data protected by the Embedded Security Device.
Choosing Reset to Factory Settings may result in significant data loss.

●

Measure boot variables/devices to PCR1 - Typically, the computer measures the boot pathand saves
collected metrics to PCR5 (a register in the Embedded Security Device). Bitlockertracks changes to
any of these metrics, and forces the user to re-authenticate if it detectsany changes. Enabling this
feature lets you set Bitlocker to ignore detected changes to bootpath metrics, thereby avoiding re­authentication issues associated with USB keys inserted in a port. Default is enabled.

OS management of Embedded Security Device (some models) (enable/disable) - This option allows the
user to limit operating system control of the Embedded Security Device. Changing this setting requires
turning the computer off and then back on. This option allows the user to limit OS control of the
Embedded Security Device. Default is enable.

●

Reset of Embedded Security Device through OS (some models) (enable/disable) - This option allows
the user to limit the operating system ability to request a Reset to Factory Settings of the
Embedded Security Device. Changing this setting requires turning the computer off and then back
on. Default is disable.

NOTE: To enable this option, a Setup password must be set.

●

No PPI provisioning (Windows 8.1 only) - This option lets you set Windows 8.1 to bypass the PPI
(Physical Presence Interface) requirement and directly enable and take ownership of the TPM on
first boot. You cannot change this setting after TPM is owned/initialized, unless the TPM is reset.
Default is disabled for non-Windows 8.1 systems, and enabled for Windows 8.1.

60 Chapter 5 Computer Setup (F10) Utility

Table 5-3 Computer Setup—Security (continued)

●

Allow PPI policy to be changed by OS. Enabling this option allows the operating system to execute
TPM operations without Physical Presence Interface. Default is disabled.

NOTE: To enable this option, a Setup password must be set.

DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,

the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully
entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during
a subsequent cold-boot sequence.

NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is

attached to the system.

Secure Boot
Configuration

●

Legacy Support—Enable/Disable. Allows you to turn off all legacy support on the computer,
including booting to DOS, running legacy graphics cards, booting to legacy devices, and so on. If set
to disable, legacy boot options in Storage > Boot Order are not displayed. Default is enabled.

●

Secure Boot—Enable/Disable. Allows you to make sure an operating system is legitimate before
booting to it, making Windows resistant to malicious modification from preboot to full OS booting,
preventing firmware attacks. UEFI and Windows Secure Boot only allow code signed by pre­approved digital certificates to run during the firmware and OS boot process. Default is disabled,
except for Windows 8.1 systems which have this setting enabled. Secure Boot enabled also sets
Legacy Support to disabled.

●

Key Management—This option lets you manage the custom key settings.

◦

Clear Secure Boot Keys—Don't Clear/Clear. Allows you to delete any previously loaded custom
boot keys. Default is Don't Clear.

◦

Key Ownership—HP Keys/Custom Keys. Selecting Custom Mode allows you to modify the
contents of the secure boot signature databases and the platform key (PK) that verifies
kernels during system start up, allowing you to use alternative operating systems. Selecting
HP Keys causes the computer boot using the preloaded HP-specific boot keys. Default is HP
Keys.

●

Fast Boot—Enable/Disable. Fast boot disables the ability to interrupt boot, such as pressing f keys
to access items before the operating system loads. Default is disabled.

NOTE: If Windows 8.1 detects a serious error, it will interrupt the boot process automatically and

display advanced boot options.

From Windows 8.1, you can press Shift and select Restart to access the screen that lets you boot to
a device or troubleshoot your computer.

Computer Setup—Power

NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.

Table 5-4 Computer Setup—Power

Option Description

OS Power Management

●

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.

●

Unique Sleep State Blink Rates—Enable/Disable. This feature is designed to provide a visual
indication of what sleep state the system is in. Each sleep state has a unique blink pattern. Default
is disabled.

NOTE: For Windows 8.1 systems with Fast Boot support, a normal shutdown goes to the S4 state.

Computer Setup (F10) Utilities 61

Table 5-4 Computer Setup—Power (continued)

◦

S0 (On) = Solid white LED.

◦

S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED)
— repeated cycles of 3 blinks and a pause.

◦

S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white
LED) — repeated cycles of 4 blinks and a pause.

◦

S5 (Soft Off) = LED is off.

Hardware Power
Management

Thermal Fan idle mode—This bar graph controls the minimum permitted fan speed.

SATA Power Management – Enables or disables SATA bus and/or device power management. Default is
enabled.

S5 Maximum Power Savings – Turns off power to all nonessential hardware when system is off to meet
EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.

S4/S5 Wake On LAN. Lets you set the computer to power on at the specified days/times set in the BIOS
power-on. Default is disabled.

Power on from USB Kbd Port. Default is disabled.

NOTE: This setting only changes the minimum fan speed. The fans are still automatically controlled.

CPU Fan Speed—Shows the fan speed.

Computer Setup—Advanced

NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.

Table 5-5 Computer Setup—Advanced (for advanced users)

Option Heading

Power-On Options Allows you to set:

●

●

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 (off/on/previous state). Default is Power off. Setting this option to:

◦

Power off—causes the computer to remain powered off when power is restored.

◦

Power on—causes the computer to power on automatically as soon as power is restored.

◦

Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.

NOTE: If you turn off power to the computer using the switch on a power strip, you will not be able to

use the suspend/sleep feature or the Remote Management features.

●

POST Delay (in seconds). Enabling this feature will add a user-specified delay to the POST process.
This delay is sometimes needed for hard disks on some PCI cards that spin up very slowly, so slowly
that they are not ready to boot by the time POST is finished. The POST delay also gives you more
time to select F10 to enter Computer (F10) Setup. Default is None.

●

Remote Wakeup Boot Source (remote server/local hard drive). Default is Local hard drive.

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.

62 Chapter 5 Computer Setup (F10) Utility

Table 5-5 Computer Setup—Advanced (for advanced users) (continued)

Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all operating
systems. To hide a device from the operating system, see Security > Device Security.

Bus Options Allows you to enable or disable:

●

PCI SERR# Generation. Default is enabled.

●

PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only
needed when more than one graphics controller is installed. Default is disabled.

Device Options Allows you to set:

●

Num Lock State at Power-On (off/on). Default is off.

●

Multi-Processor (enable/disable). Use this option to disable multi-processor support under the OS.
Default is enabled.

●

Hyper threading (enable/disable). Use this option to disable processor hyper-threading.

●

Integrated Audio (enable/disable). Allows you to enable or disable the onboard Audio controller.

●

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 Configuration Settings

This method of recovery requires that you first perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See
Computer Setup—File table.)

NOTE: It is recommended that you save any modified computer configuration settings to a USB flash media

device and save the device for possible future use.

To restore the configuration, insert the USB flash media device with the saved configuration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See

on page 57 in the Computer Setup—File table.)

Computer Setup—File on page 57 in the

Computer Setup—File

Recovering the Configuration Settings 63

6 Troubleshooting without diagnostics

This chapter provides information on how to identify and correct minor problems. If you encounter problems
with the computer, refer to the tables in this chapter for probable causes and recommended solutions.

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

Test (POST) at startup, refer to Appendix A,

Safety and comfort

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

result in discomfort or serious injury. Refer to the Safety & Comfort Guide at
more information on choosing a workspace and creating a safe and comfortable work environment. For more
information, refer to the Safety & Regulatory Information guide.

Before you call for technical support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.

●

Run the HP diagnostic tool.

POST error messages on page 89.

http://www.hp.com/ergo for

●

Run the hard drive self-test in Computer Setup. Refer to
more information.

●

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

●

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

●

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

●

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

●

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

●

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

●

Refer to the comprehensive online technical support at

●

Refer to

To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self­solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online
chat feature. Access HP Instant Support Professional Edition at:

Helpful hints on page 65 in this guide.

Computer Setup (F10) Utility on page 55 for

POST error messages on page 89

http://www.hp.com/support.

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

Access the Business Support Center (BSC) at
information, software and drivers, proactive notification, and worldwide community of peers and HP experts.

64 Chapter 6 Troubleshooting without diagnostics

http://www.hp.com/go/bizsupport for the latest online support

If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:

●

Be in front of your computer when you call.

●

Write down the computer serial number, product ID number, and monitor serial number before calling.

●

Spend time troubleshooting the problem with the service technician.

●

Remove any hardware that was recently added to your system.

●

Remove any software that was recently installed.

●

Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).

CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files before

running the restore process.

NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service

provider or dealer.

Helpful hints

If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:

●

Check that the computer and monitor are plugged into a working electrical outlet.

●

Check that the computer is turned on and the white power light is on.

●

Check that the monitor is turned on and the green monitor light is on.

●

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

●

Turn up the brightness and contrast controls of the monitor if the monitor is dim.

●

Press and hold any key. If the system beeps, then the keyboard should be operating correctly.

●

Check all cable connections for loose connections or incorrect connections.

●

Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not
shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if
it is set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.

●

Reconfigure the computer after installing a non-plug and play expansion board or other option. See

Solving Hardware Installation Problems on page 79 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 from the system before turning it on.

POST error messages on page 89

●

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.

Helpful hints 65

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 briefly when booting the
computer.

Computer appears locked up and will not turn off when the power button is pressed.

Cause Solution

Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds

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 8.1 instructions for rebooting the computer
into the Computer Setup (F10) Utility.

until the computer turns off.

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.

Computer date and time display is incorrect.

Cause Solution

RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup

66 Chapter 6 Troubleshooting without diagnostics

can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and

Computer date and time display is incorrect.

Cause Solution

NOTE: Connecting the computer to a live AC outlet prolongs the

life of the RTC battery.

Cursor will not move using the arrow keys on the keypad.

Cause Solution

The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you

There is no sound or sound volume is too low.

Cause Solution

System volume may be set low or muted. 1. Check the Computer Setup settings to make sure the

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 8.1, from the Start screen,
type c, and then select Control Panel from the list of
applications.

want to use the arrow keys on the keypad. You can also disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.

internal system speaker is not muted (this setting does not
affect the external speakers).

2. Make sure the external speakers are properly connected

and powered on and that the speakers' volume control is set
correctly.

3. Use the system volume control available in the operating

system to make sure the speakers are not muted or to
increase the volume.

Poor performance.

Cause Solution

Processor is too hot. 1. Make sure airflow to the computer is not blocked. Leave a

10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.

2. Make sure fans are connected and working properly (some

fans only operate when needed).

3. Make sure the processor heat sink is installed properly.

Hard drive is full. Transfer data from the hard drive to create more space on the

hard drive.

Low on memory. Add more memory.

Hard drive fragmented. Defragment hard drive.

Solving general problems 67

Poor performance.

Cause Solution

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. Windows 7:

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 Configuration Utility,

clear applications that you do not want to launch
automatically, and the click OK.

In Windows 8.1:

a. On the Start screen, right-click, and then select the All

apps icon.

b. Under Windows System, click Run.

c. Type msconfig, and then press Enter.

d. On the Startup tab of the System Configuration Utility,

clear applications that you do not want to launch
automatically, and the click OK.

Some software applications, especially games, are stressful on
the graphics subsystem.

Cause unknown. Restart the computer.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).

Cause Solution

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heat sink is not properly attached to the processor.

1. 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.

68 Chapter 6 Troubleshooting without diagnostics

Solving hard drive problems

Hard drive error occurs.

Cause Solution

Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and right-click on

Disk transaction problem.

Cause Solution

a drive. Select Properties, and then select the Tools tab.
Under Error-checking click Check Now.

In Windows 8.1, on the Start screen type e, and then select
File Explorer from the list of applications. In the left
column, expand Computer, right-click on a drive, select

Properties, and then select the Tools tab. Under Error
checking click Check.

2. Use a utility to locate and block usage of bad sectors. If

necessary, reformat the hard disk.

Either the directory structure is bad or there is a problem with a
file.

Drive not found (identified).

Cause Solution

Cable could be loose. Check cable connections.

The system may not have automatically recognized a newly
installed device.

The device is attached to a SATA port that has been hidden in
Computer Setup.

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 8.1, on the Start screen type e, and then click File

Explorer from the list of applications. In the left column, expand
Computer, right-click on a drive, select Properties, and then

select the Tools tab. Under Error checking click Check.

See reconfiguration directions in the

Installation Problems on page 79 section. If the system still

does not recognize the new device, check to see if the device is
listed within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.

If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.

Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.

Solving Hardware

Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >

Power-On Options.

Solving hard drive problems 69

Nonsystem disk/NTLDR missing message.

Cause Solution

The system is trying to start from the hard drive but the hard
drive may have been damaged.

System files missing or not properly installed. 1. Insert bootable media and restart the computer.

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 first in a multi-hard drive
configuration.

Bootable hard drive is not listed first in the Boot Order. Run the Computer Setup utility and select Storage > Boot Order

Computer will not boot from hard drive.

Cause Solution

The device is attached to a SATA port that has been hidden in
Computer Setup.

▲

Perform Drive Protection System (DPS) testing in system
ROM.

2. Boot to the windows installation media and select the

recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.

3. Install system files for the appropriate operating system.

the Storage > Boot Order list.

If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.

and ensure the bootable hard drive is listed immediately under
the Hard Drive entry.

1. Check SATA cable connections.

2. Run the Computer Setup utility and ensure Device Available

is selected for the device's SATA port in Security > Device
Security.

Boot order is not correct. Run the Computer Setup utility and change boot sequence in

Storage > Boot Order.

Hard Drive's “Emulation Type” is set to “None.” (some models) Run the Computer Setup utility and change the “Emulation Type”

to “Hard Disk” in the device's details under Storage > Device
Configuration.

Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any

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

beeps are heard. See Appendix A,

on page 89 to determine possible causes for the blinking red

and beep codes.

See the Worldwide Limited Warranty for terms and conditions.

respond.

2. Attempt the normal Windows “Shut Down” procedure. If this

fails, press the power button for four or more seconds to
turn off the power. To restart the computer, press the
power button again.

POST error messages

70 Chapter 6 Troubleshooting without diagnostics

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

Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.

Bad monitor. Try a different monitor.

The cable connections are not correct. Check the cable connection from the monitor to the computer and

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 fixed-sync monitor and it will not sync at the
resolution chosen.

Computer is in Sleep state. Press the power button to resume from Sleep state.

Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the

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).

Reflash the system ROM with the latest BIOS image.

Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.

CAUTION: When attempting to resume from Sleep state, do not

hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the computer

1. In Control Panel, select Category from the View by list, then

under Appearance and Personalization, select Adjust
screen resolution.

To access Control Panel in Windows 7, click Start, and then
select Control Panel.

To access Control Panel in Windows 8.1, from the Start
screen, type c, and then select Control Panel from the list
of applications.

2. Expand the Resolution box, and then use the sliding control

to reset the resolution.

Monitor is configured 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 flashes red five times, once every second, followed by a two second pause, and the computer
beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Pre-video memory error. 1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

Solving display problems 71

Blank screen and the power LED flashes red five times, once every second, followed by a two second pause, and the computer
beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause Solution

4. Replace the system board.

Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Pre-video graphics error. Replace the system board.

Blank screen and the power LED flashes red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause Solution

System board failure (ROM detected failure prior to video). Replace the system board.

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

Monitor is not capable of displaying requested resolution. Change requested resolution.

The picture is broken up, rolls, jitters, or flashes.

Cause Solution

Disable monitor energy saver feature.

graphics card (if applicable) or video connector and the monitor.

The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.

72 Chapter 6 Troubleshooting without diagnostics

1. Be sure the monitor cable is securely connected to the

computer.

The picture is broken up, rolls, jitters, or flashes.

Cause Solution

2. In a two-monitor system or if another monitor is in close

proximity, be sure the monitors are not interfering with
each other’s electromagnetic field by moving them apart.

3. Fluorescent lights or fans may be too close to the monitor.

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

“No Connection, Check Signal Cable” displays on screen.

Cause Solution

Monitor video cable is disconnected. Connect the video cable between the monitor and computer.

“Out of Range” displays on screen.

Cause Solution

the monitor for instructions.

ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.

CAUTION: Ensure that the computer power is off while

connecting the video cable.

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 effect.

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 8.1:

1. Press the Windows logo + l to open the Settings charm.

Solving display problems 73

“Out of Range” displays on screen.

Cause Solution

2. Select Change PC Settings, select General, and then under

Advanced startup, click Restart now.

3. Select Troubleshoot, select Advanced options, select

Startup Settings, and then click Restart.

4. Use the function keys or number keys to select the safe

mode option you want.

When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.

High pitched noise coming from inside a flat panel monitor.

Cause Solution

Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.

Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (flat panel monitors using an analog VGA input connection only).

Cause Solution

Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.

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

1. Select the monitor’s Auto-Adjustment option in the

monitor’s on-screen display menu.

2. Manually synchronize the Clock and Clock Phase on-screen

display functions. To download a SoftPaq that will assist
you with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202:

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 8.1, on the Start screen, type ch, and then select
Character Map from the list of applications.

http://www.hp.com/support

74 Chapter 6 Troubleshooting without diagnostics

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.

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

Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security > Device Security >

The external speakers are not turned on. Turn on the external speakers.

that Mute is not selected and use the volume slider to adjust the
volume.

NOTE: In Windows 8.1, the taskbar is available at the bottom of

the Desktop screen.

System Audio.

The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the

computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.

External speakers plugged into the wrong audio jack on a recently
installed sound card.

Headphones or devices connected to the line-out connector mute
the internal speaker.

Computer is in Sleep state. Press the power button to resume from Sleep state.

Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced

The application is set to use a different audio device than
speakers.

See the sound card documentation for proper speaker
connection. The rear audio jack output is the green receptacle.

Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.

CAUTION: When attempting to resume from Sleep state, do not

hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

> Device Options > Internal Speaker.

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 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.

Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.

The operating system controls may be set to use a different audio
device as the default output device than what is expected.

Set the operating system to use the correct audio device.

Solving audio problems 75

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

hard disk. You can also try recording the audio file in a
compressed format.

Line-in jack is not functioning properly.

Cause Solution

Jack has been reconfigured in the audio driver or application
software.

There is no sound or sound volume is too low.

Cause Solution

The application is set to use a different audio device than
speakers.

Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.

The operating system controls may be set to use a different audio
device as the default output device than what is expected.

In the audio driver or application software, reconfigure the jack or
set the jack to its default value.

Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.

To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.

To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.

Set the operating system to use the correct audio device.

76 Chapter 6 Troubleshooting without diagnostics

Solving printer problems

If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.

Printer will not print.

Cause Solution

Printer is not turned on and online. Turn the printer on and make sure it is online.

The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.

2. Try printing using the MS-DOS command:

DIR C:\ > [printer port]

where [printer port] is the address of the printer being
used. If the printer works, reload the printer driver.

To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.

If you are on a network, you may not have made the connection
to the printer.

Printer may have failed. Run printer self-test.

Printer will not turn on.

Cause Solution

The cables may not be connected properly. Reconnect all cables and check the power cord and electrical

Printer prints garbled information.

Cause Solution

The correct printer driver for the application is not installed. Install the correct printer driver for the application.

The cables may not be connected properly. Reconnect all cables.

Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it back

Make the proper network connections to the printer.

outlet.

on.

Printer will not print.

Cause Solution

The printer may be out of paper. Check the paper tray and refill it if it is empty.

Solving printer problems 77

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.

Cursor will not move using the arrow keys on the keypad.

Connect the wireless keyboard USB receiver to a USB 2.0 port that
is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.

the computer, and then restart the computer.

computer.

CAUTION: When attempting to resume from Sleep date, do not

hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

Cause Solution

The Num Lock key is on. Press the Num Lock key. The Num Lock light should be off if you

Mouse does not respond to movement or is too slow.

Cause Solution

Mouse connector is not properly plugged into the back of the
computer.

78 Chapter 6 Troubleshooting without diagnostics

want to use the arrow keys on the keypad. You can disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.

Shut down the computer using the keyboard.

Windows 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.

Mouse does not respond to movement or is too slow.

Cause Solution

Windows 8.1:

1. Press the Windows logo + l to open the Settings charm.

2. Use the arrow keys to select Power, 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.

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

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.

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.

computer.

components.

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.

Remove roller ball cover from the bottom of the mouse and clean
the internal components with a mouse cleaning kit available from
most computer stores.

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
configures the computer. If you install a non-plug and play device, you must reconfigure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.

To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.

WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system

board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.

Solving Hardware Installation Problems 79

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 off the computer, turn on the external device, then turn on

When the system advised you of changes to the configuration,
you did not accept them.

A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.

USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available

Computer will not start.

Cause Solution

Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.

the computer to integrate the device with the computer system.

Reboot the computer and follow the instructions for accepting
the changes.

Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic configuration that does not
cause a resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.

To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.

To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.

is selected for appropriate USB ports under Security > USB
Security.

Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,

80 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.

2. Observe the beeps and LED lights on the front of the

computer. Beeps and flashing LEDs are codes for specific
problems.

3. If you still cannot resolve the issue, contact Customer

Support.

you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.

1. Reseat DIMMs. Power on the system.

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Solving Network Problems

Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.

Table 6-2 Solving Network Problems

Wake-on-LAN feature is not functioning.

Cause Solution

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.

3. Replace third-party memory with HP memory.

4. Replace the system board.

S5 Maximum Power Saving feature is enabled. Disable the S5 Maximum Power Saving option in Computer Setup.

S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup. Select

Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 7:

Select Power > Hardware Power Management > S5 Maximum

Power Savings.

Advanced > Device Options > S5 Wake on LAN.

1. Select Start > Control Panel > Network and Sharing Center.

2. Under Tasks, select Manage network connections.

3. Click Local Area Connection.

4. Click the Properties button.

5. Click the Configure button.

6. Click the Power Management tab, then select Allow this

device to wake the computer.

To enable Wake-on-LAN in Windows 8.1:

1. From the Start screen, type c, and then select Control Panel

from the list of applications.

2. Select Network and Sharing Center, and then click the

Ethernet link next to the connection.

3. Click the Properties button.

4. Click the Configure button.

5. Click the Power Management tab, then enable the

appropriate Wake-on LAN option.

Solving Network Problems 81

Network driver does not detect network controller.

Cause Solution

Network controller is disabled. 1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system using

Device Manager.

To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.

To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.

Incorrect network driver. Check the network controller documentation for the correct

driver or obtain the latest driver from the manufacturer’s Web
site.

Network status link light never flashes.

NOTE: The network status light is supposed to flash when there is network activity.

Cause Solution

No active network is detected. Check cabling and network equipment for proper connection.

Network controller is not set up properly. Check for the device status within Windows, such as Device

Network controller is disabled. 1. Run Computer Setup and enable network controller.

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.

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.

To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.

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 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.

correct operating mode.

Cause Solution

The cable is not securely connected. Ensure that the cable is securely attached to the network

82 Chapter 6 Troubleshooting without diagnostics

connector and that the other end of the cable is securely attached
to the correct device.

Table 6-2 Solving Network Problems (continued)

Diagnostics reports a failure.

Cause Solution

The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.

There is a problem with the cable or a device at the other end of
the cable.

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource

The network controller is defective. Contact an authorized service provider.

Diagnostics passes, but the computer does not communicate with the network.

Cause Solution

Network drivers are not loaded, or driver parameters do not
match current configuration.

The network controller is not configured for this computer. Select the Network and Sharing Center icon in the Control Panel

Ensure that the cable and device at the other end are operating
correctly.

settings for the board.

Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.

Make sure the correct network client and protocol is installed.

and configure the network controller.

To access Control Panel in Windows 7, click Start, and then select
Control Panel.

To access Control Panel in Windows 8.1, from the Start screen,
type c, and then select Control Panel.

Network controller stopped working when an expansion board was added to the computer.

Cause Solution

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource

settings for the board.

The network controller 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 files containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in

Windows 7 or Windows recovery tools in Windows 8.1.

If necessary, download the softpaq from the web (from a
different computer).

The cable is not securely connected. Ensure that the cable is securely attached to the network

connector and that the other end of the cable is securely attached
to the correct device.

The network controller is defective. Contact an authorized service provider.

Solving Network Problems 83

Cannot connect to network server when attempting Remote System Installation.

Cause Solution

The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and

System setup utility reports unprogrammed EEPROM.

Cause Solution

Unprogrammed EEPROM. Contact an authorized service provider.

Solving memory problems

If you encounter memory problems, some common causes and solutions are listed in the following table.

CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the

Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the
computer power cord before attempting to reseat, install, or remove a memory module.

For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.

that the Remote System Installation Server contains the NIC
drivers for your NIC.

NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled.

The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and
other management functions.

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

Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.

requirements.

84 Chapter 6 Troubleshooting without diagnostics

Memory count during POST is wrong.

Cause Solution

The memory modules may not be installed correctly. Check that the memory modules have been installed correctly

and that proper modules are used.

Integrated graphics may use system memory. No action required.

Insufficient memory error during operation.

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

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.

Solving USB flash drive problems

If you encounter USB flash drive problems, common causes and solutions are listed in the following table.

USB flash drive is not seen as a drive letter in Windows.

Delete any TSRs that you do not need.

memory to the computer.

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.

Cause Solution

The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.

USB flash drive not found (identified).

Cause Solution

The device is attached to a USB port that has been hidden in
Computer Setup.

The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before

Run the Computer Setup utility and enable USB ports in
Security > USB Security.

applying power to the system

Solving USB flash drive problems 85

System will not boot from USB flash drive.

Cause Solution

Boot order is not correct. Run the Computer Setup utility and change boot sequence in

Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable

The computer boots to DOS after making a bootable flash drive.

Cause Solution

Flash drive is bootable. Install the flash drive only after the operating system boots.

Flash drive is defective. Try a different flash drive.

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.

Storage > Boot Order.

media in Storage > Storage Options. Ensure USB is enabled in

Storage > Boot Order.

Unable to connect to the Internet.

Cause Solution

Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.

Web browser is not set up properly. Verify that the Web browser is installed and set up to work with

your ISP.

Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on

the front of the cable/DSL modem.

Cable/DSL service is not available or has been interrupted due to
bad weather.

The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the

IP address is not configured properly. Contact your ISP for the correct IP address.

Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specific
information that the Web server can later retrieve.)

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.

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.

86 Chapter 6 Troubleshooting without diagnostics

Windows 8.1:

1. From the Start screen, type c, and then select Control Panel

from the list of applications.

Unable to connect to the Internet.

Cause Solution

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 software problems

Most software problems occur as a result of the following:

●

The application was not installed or configured correctly.

●

There is insufficient memory available to run the application.

2. Click Internet Options.

3. In the Browsing history section on the General tab, click the

Delete button.

4. Select the Cookies check box and click the Delete button.

●

There is a conflict between applications.

●

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

●

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

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

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

Cause Solution

ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer.

See Appendix A,
possible causes.

See the Worldwide Limited Warranty for terms and conditions.

Computer will not continue after HP logo screen displays.

Cause Solution

System files may be damaged. In Windows 7, use recovery media to scan hard drive for errors, or

use Windows Startup Repair to fix problems that might prevent
Windows from starting correctly. Windows Startup Repair is one
of the recovery tools in the System Recovery Options menu. You
can also create a system repair disc that contains the System
Recovery Options menu. If the problem is severe enough that
Startup Repair doesn't start on its own and you can't access the
System Recovery Options menu on your computer's hard disk,
you can get to the menu and start Startup Repair by using the

POST error messages on page 89 to determine

Solving software problems 87

Computer will not continue after HP logo screen displays.

Cause Solution

Windows installation disc or a system repair disc that you created
earlier.

In Windows 8.1, use Automatic Repair to fix problems that might
prevent Windows from starting correctly.

To access Automatic Repair:

1. Press the Windows logo + l to open the Settings charm.

2. Select Change PC Settings, select General, and then under

Advanced startup, click Restart now.

3. Select Troubleshoot, select Advanced options, and then

select Automatic Repair.

Windows starts Automatic Repair.

4. Select the account to use to begin Automatic Repair, and

type the password for the account.

Windows diagnoses the computer and attempts the repair
it.

“Illegal Operation has Occurred” error message is displayed.

Cause Solution

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

Configuration files are corrupt. If possible, save all data, close all programs, and restart the

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

computer.

88 Chapter 6 Troubleshooting without diagnostics

7 POST error messages

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, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.

NOTE: For more information on Computer Setup, see

Computer Setup (F10) Utility on page 55.

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

101-Option ROM Checksum Error System ROM or expansion board option ROM

checksum.

103-System Board Failure DMA or timers. 1. Clear CMOS. (See Appendix B,

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 Appendix B,

security and resetting CMOS
on page 95.)

5. If the message disappears, there may be a

problem with the expansion card.

6. Replace the system board.

security and resetting CMOS
on page 95.)

Password

Password

162-System Options Not Set Configuration incorrect.

RTC (real-time clock) battery may need to
be replaced.

2. Replace the system board.

Run Computer Setup and check the
configuration in Advanced > Onboard Devices.

Reset the date and time under Control Panel. If
the problem persists, replace the RTC battery.

POST numeric codes and text messages 89

Control panel message Description Recommended action

See the Removal and Replacement section for
instructions on installing a new battery, or
contact an authorized dealer or reseller for RTC
battery replacement.

163-Time & Date Not Set Invalid time or date in configuration memory.

RTC (real-time clock) battery may need to
be replaced.

163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS

164-MemorySize Error Memory amount has changed since the last

boot (memory added or removed).

164-MemorySize Error Memory configuration incorrect. 1. Run Computer Setup or Windows utilities.

201-Memory Error RAM failure. 1. Ensure memory modules are correctly

Reset the date and time under Control Panel
(Computer Setup can also be used). 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.

jumper if applicable.

Press the F1 key to save the memory changes.

2. Make sure the memory module(s) are

installed properly.

3. If third-party memory has been added,

test using HP-only memory.

4. Verify proper memory module type.

installed.

2. Verify proper memory module type.

3. Remove and replace the identified faulty

memory module(s).

4. If the error persists after replacing

memory modules, replace the system
board.

213-Incompatible Memory Module in Memory
Socket(s) X, X, ...

214-DIMM Configuration Warning Populated DIMM Configuration is not optimized. Rearrange the DIMMs so that each channel has

219-ECC Memory Module Detected ECC
Modules not supported on this Platform

301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer

A memory module in memory socket identified
in the error message is missing critical SPD
information, or is incompatible with the
chipset.

Recently added memory module(s) support ECC
memory error correction.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace DIMM with a module conforming

to the SPD standard.

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.

turned off.

2. Check connector for bent or missing pins.

3. Ensure that none of the keys are

depressed.

4. Replace keyboard.

90 Chapter 7 POST error messages

Control panel message Description Recommended action

303-Keyboard Controller Error I/O board keyboard controller. 1. Reconnect keyboard with computer

turned off.

2. Replace the system board.

304-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer

turned off.

2. Ensure that none of the keys are

depressed.

3. Replace the keyboard.

4. Replace the system board.

501-Display Adapter Failure Graphics display controller. 1. Clear CMOS. (See Appendix B,

security and resetting CMOS
on page 95.)

2. Verify monitor is attached and turned on.

510-Flash Screen Image Corrupted Flash Screen image has errors. Reflash the system ROM with the latest BIOS

image.

512-Chassis, Rear Chassis, or Front Chassis Fan
not Detected

514-CPU or Chassis Fan not Detected Fan is not connected or may have

660-Display cache is detected unreliable Integrated graphics controller display cache is

1720-SMART Hard Drive Detects Imminent
Failure

Fan is not connected or may have
malfunctioned.

malfunctioned.

not working properly and will be disabled.

Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix an
erroneous error message.)

1. Reseat fan.

2. Reseat fan cable.

3. Replace fan.

1. Reseat fan.

2. Reseat fan cable.

3. Replace fan.

Replace system board if minimal graphics
degrading is an issue.

1. Determine if hard drive is giving correct

error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.

2. Apply hard drive firmware patch

if applicable. (Available at

http://www.hp.com/support.)

3. Back up contents and replace hard drive.

Password

2212-USB Key Provisioning failure writing to
device

2217-ME Firmware Version request failure ME firmware is not properly responding to BIOS

2218-ME Firmware Version should be updated ME firmware must be updated to match current

USB device used for USB key provisioning will
not allow BIOS to update provision file
properly.

query for version information.

functionality contained in the system BIOS.

1. Try a different USB key device for

provisioning.

2. If the error persists, update to the latest

BIOS version and ME firmware version.

3. If the error still persists, replace the

system board.

1. Reboot the computer.

2. If the error persists, update to the latest

BIOS version and ME firmware version.

3. If the error still persists, replace the

system board.

1. Update to the latest ME firmware version.

POST numeric codes and text messages 91

Control panel message Description Recommended action

2. If the error persists and system BIOS has

been recently updated, restore previous
system BIOS version.

3. If the error still persists, replace the

system board.

2219-USB Key Provisioning file has invalid
header identifier

2220-USB Key Provisioning file has mismatch
version

Invalid Electronic Serial Number Electronic serial number is missing. Enter the correct serial number in Computer

Network Server Mode Active and No Keyboard
Attached

Provisioning file contained on the USB key has
been corrupted or is not a valid version for the
current ME firmware.

Provisioning file contained on the USB key is
not a valid version for the current ME firmware.

Keyboard failure while Network Server Mode
enabled.

1. Recreate the provisioning file using third

party management console software.

2. If the error persists and system BIOS has

been recently updated, restore previous
system BIOS version. Otherwise, update
the ME firmware version.

3. If the error still persists, replace the

system board.

1. Reboot the computer.

2. If the error persists and system BIOS has

been recently updated, restore previous
system BIOS version. Otherwise, update
the ME firmware version.

3. If the error still persists, replace the

system board.

Setup.

1. Reconnect keyboard with computer

turned off.

2. Check connector for bent or missing pins.

3. Ensure that none of the keys are

depressed.

4. Replace keyboard.

Parity Check 2 Parity RAM failure. Run Computer Setup and Diagnostic utilities.

92 Chapter 7 POST error messages