Maintenance & Service Guide
HP 402 G1 Small Form Factor Business PC
© Copyright 2014 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 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. This computer may require
upgraded and/or separately purchased
hardware, drivers, and/or software to take full
advantage of Windows 8 functionality. See
http://www.microsoft.com for details.
This computer may require upgraded and/ or
separately purchased hardware and/or a DVD
drive to install the Windows 7 software and
take full advantage of Windows 7 functionality.
See http://windows.microsoft.com/en-us/
windows7/get-know-windows-7 for details.
First Edition (July 2014)
Document Part Number: 764147-001
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
Front panel components ....................................................................................................................................... 1
Rear panel components ......................................................................................................................................... 2
Serial number location .......................................................................................................................................... 2
2 Activating and customizing the software ........................................................................................................ 3
Activating and customizing the software in Windows 8 ....................................................................................... 3
Activating the Windows operating system ......................................................................................... 3
Downloading Windows 8 updates ....................................................................................................... 3
Customizing the monitor display ........................................................................................................ 3
3 Illustrated parts catalog ................................................................................................................................ 4
Major components ................................................................................................................................................. 4
Miscellaneous parts ............................................................................................................................................... 5
Mass storage devices ............................................................................................................................................. 6
4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation .............................................. 7
SATA hard drives .................................................................................................................................................... 7
SATA hard drive cables .......................................................................................................................................... 7
SATA data cable ................................................................................................................................... 7
SMART ATA drives .................................................................................................................................................. 8
Electrostatic discharge information ...................................................................................................................... 8
Generating static ................................................................................................................................. 8
Preventing electrostatic damage to equipment ................................................................................ 8
Personal grounding methods and equipment .................................................................................... 9
Grounding the work area ..................................................................................................................... 9
Recommended materials and equipment ........................................................................................ 10
Operating guidelines ........................................................................................................................................... 10
Routine care ......................................................................................................................................................... 11
General cleaning safety precautions ................................................................................................ 11
Cleaning the computer case .............................................................................................................. 11
Cleaning the keyboard ...................................................................................................................... 11
Cleaning the display .......................................................................................................................... 12
Cleaning the mouse ........................................................................................................................... 12
Service considerations ........................................................................................................................................ 12
v
Tools and software requirements .................................................................................................... 12
Screws ............................................................................................................................................... 12
Cables and connectors ...................................................................................................................... 13
Hard drives ........................................................................................................................................ 13
Lithium coin cell battery ................................................................................................................... 13
5 Removal and replacement procedures ........................................................................................................... 14
Preparing to disassemble the computer ............................................................................................................. 14
Access panel ........................................................................................................................................................ 15
Installing and removing drives ............................................................................................................................ 16
Removing a slim optical disc drive .................................................................................................... 16
Installing a slim optical disc drive ..................................................................................................... 19
Removing and replacing a 3.5-inch hard drive ................................................................................. 21
Front bezel ........................................................................................................................................................... 25
Memory ................................................................................................................................................................ 27
Expansion cards ................................................................................................................................................... 29
Fan ....................................................................................................................................................................... 31
RTC battery .......................................................................................................................................................... 33
Fan sink ................................................................................................................................................................ 34
Processor ............................................................................................................................................................. 36
Power supply ....................................................................................................................................................... 38
System board ....................................................................................................................................................... 40
System board callouts ...................................................................................................................... 43
6 Computer Setup (F10) Utility ........................................................................................................................ 45
Computer Setup (F10) Utilities ............................................................................................................................ 45
Using Computer Setup (F10) Utilities ............................................................................................... 46
Computer Setup—File ...................................................................................................................... 47
Computer Setup—Storage ............................................................................................................... 48
Computer Setup—Security ............................................................................................................... 49
Computer Setup—Power .................................................................................................................. 53
Computer Setup—Advanced ............................................................................................................ 54
Recovering the configuration settings ................................................................................................................ 56
7 Troubleshooting without diagnostics ............................................................................................................ 57
Safety and comfort .............................................................................................................................................. 57
Before you call for technical support .................................................................................................................. 57
Helpful hints ........................................................................................................................................................ 58
Solving general problems ................................................................................................................................... 59
Solving power problems ...................................................................................................................................... 63
vi
Solving hard drive problems ............................................................................................................................... 64
Solving media card reader problems .................................................................................................................. 66
Solving display problems .................................................................................................................................... 67
Solving audio problems ....................................................................................................................................... 71
Solving printer problems ..................................................................................................................................... 73
Solving keyboard and mouse problems ............................................................................................................. 74
Solving hardware installation problems ............................................................................................................. 75
Solving network problems .................................................................................................................................. 77
Solving memory problems .................................................................................................................................. 81
Solving processor problems ................................................................................................................................ 82
Solving CD-ROM and DVD problems .................................................................................................................... 83
Solving USB flash drive problems ....................................................................................................................... 85
Solving front panel component problems .......................................................................................................... 85
Solving internet access problems ....................................................................................................................... 86
Solving software problems ................................................................................................................................. 87
Contacting customer support ............................................................................................................................. 88
8 HP PC Hardware Diagnostics ......................................................................................................................... 89
Why run HP PC Hardware Diagnostics – UEFI ...................................................................................................... 89
How to access and run HP PC Hardware Diagnostics - UEFI ............................................................................... 89
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................... 89
9 Backup and Recovery ................................................................................................................................... 91
Backup and recovery in Windows 8 ..................................................................................................................... 91
Backing up your information ............................................................................................................ 91
Performing a system recovery ......................................................................................................... 92
Using the Windows recovery tools ................................................................................. 92
Using f11 recovery tools ................................................................................................. 93
Using Windows 8 operating system media (purchased separately) ............................. 93
10 POST Error Messages ................................................................................................................................. 94
POST Numeric Codes and Text Messages ........................................................................................................... 94
Interpreting POST diagnostic front panel LEDs ................................................................................................ 100
11 Password Security and Resetting CMOS ..................................................................................................... 103
Establishing a Setup or Power-on password .................................................................................................... 103
Resetting the Setup and Power-on password .................................................................................................. 104
Clearing and resetting the CMOS ....................................................................................................................... 104
vii
Appendix A Power Cord Set Requirements ...................................................................................................... 106
General requirements ....................................................................................................................................... 106
Japanese Power Cord Requirements ................................................................................................................ 106
Country-specific requirements ......................................................................................................................... 107
Appendix B Statement of Volatility ................................................................................................................ 108
Appendix C Specifications ............................................................................................................................. 110
Specifications .................................................................................................................................................... 110
Index ........................................................................................................................................................... 111
viii
1 Product features
Standard configuration features
Features may vary depending on the model. For a complete listing of the hardware and software installed in
the computer, run the diagnostic utility (included on some computer models only).
NOTE: This computer model can be used in a tower orientation or a desktop orientation.
Front panel components
Drive configuration may vary by model.
1 Slim optical disc drive (optional) 5 USB 2.0 Port (black)
2 USB 2.0 Port (black) 6 Hard Drive Activity Light
3 Microphone Connector 7 Dual-State Power Button
4 Headphone Connector
NOTE: The Power On Light is normally white when the power is on. If it is flashing red, there is a problem with the
computer and it is displaying a diagnostic code. Refer to the Maintenance and Service Guide to interpret the code.
Standard configuration features 1
Rear panel components
1 Power Cord Connector 8 DVI-D Monitor Connector (white)
2
3
4 PCI x16 Expansion Card Slot Cover 11 USB 3.0 Ports (blue)
5 PCI Expansion Slot Covers 12 Microphone Connector (pink)
6
7
NOTE: An optional second serial port and an optional parallel port are available from HP.
When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and the
integrated graphics on the system board may be used at the same time. However, for such a configuration, only the display
connected to the discrete graphics card will display POST messages.
The system board graphics can be disabled by changing settings in Computer Setup.
Serial Connector (green) 9 VGA Monitor Connector (blue)
RJ-45 Network Connector 10 USB 2.0 Ports (black)
PS/2 Mouse Connector (green) 13 Line-Out Connector for powered audio
PS/2 Keyboard Connector (purple) 14 Line-In Audio Connector (blue)
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.
devices (green)
2 Chapter 1 Product features
2 Activating and customizing the software
Activating and customizing the software in Windows 8
Additional information is available in online help after you activate the operating system.
NOTE: Be sure there is a 10.2 cm (4 inch) clearance at the back of the unit and above the monitor to permit
the required airflow.
Activating the Windows operating system
The first time you turn on the computer, the operating system is set up and activated automatically. This
process takes about 5 to 10 minutes. Carefully read and follow the instructions on the screen to complete the
activation.
We recommend that you register your computer with HP during operating system set up so you can receive
important software updates, facilitate support questions, and sign up for special offers. You can also register
your computer with HP using the Register with HP app on the Start screen.
CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE PROCESS IS
COMPLETE. Turning off the computer during the activation process may damage the software that runs the
computer or prevent its proper installation.
Downloading Windows 8 updates
Microsoft may release updates to the operating system. To help keep the computer running optimally, HP
recommends checking for the latest updates during the initial installation and periodically throughout the life
of the computer.
Run Windows Update as soon as possible after you set up your computer.
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings > Windows Update.
3. Run Windows Update monthly thereafter.
Customizing the monitor display
You can customize display settings for Windows 8 separately for the Start screen and the Desktop.
To customize the Start screen:
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings.
3. Click Personalize to change the display settings.
To customize the Desktop:
1. Click the Desktop app on the Start screen.
2. Right-click on the desktop, and then click Personalize to change display settings.
Activating and customizing the software in Windows 8 3
3 Illustrated parts catalog
Major components
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.
http://partsurfer.hp.com, select your country or region, and then
4 Chapter 3 Illustrated parts catalog
Item Component
(1) Access panel
(2) System board (includes replacement thermal material):
For use in models without Windows 8
For use in models with Windows 8 Standard
For use in models with Windows 8 Professional
(3) Front bezel
(4) Fan sink
(5) Power supply, 250 W
Processors
Intel Core i5-4670 processor (3.4-GHz processor with 6-MB L3 cache)
Intel Core i5-4570 processor (3.2-GHz processor with 6-MB L3 cache)
Intel Core i3-4330 processor (3.5-GHz processor with 4-MB L3 cache)
Intel Core i3-4130 processor (3.4-GHz processor with 3-MB L3 cache)
Intel Pentium G3420 processor (3.2-GHz processor with 3-MB L3 cache)
Intel Pentium G3220 processor (3.0-GHz processor with 3-MB L3 cache)
Intel Celeron G1820 processor (2.7-GHz processor with 2-MB L3 cache)
Memory module (PC3-12800, 1666-MHz, DDR3):
8-GB
4-GB
Miscellaneous parts
Component
Cable, DMS-59 to dual DVI
Cable, DMS-59 to dual VGA
HP ultraslim keyed cable lock
Mouse, USB
Optical, USB, green
Optical, USB, scroll
Keyboards
PS/2, for use in Brazil
USB, for use in Brazil
Miscellaneous parts 5
Mass storage devices
Item
Hard drives
1-TB, 7200 rpm, 3.5 inch
500-GB, 7200 rpm, 3.5 inch
Optical drive
DVD±RW drive
DVD±RW drive
6 Chapter 3 Illustrated parts catalog
4 Serial ATA (SATA) drive guidelines and
routine care and disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
NOTE: HP only supports the use of SATA hard drives on these models of computer. No Parallel ATA (PATA)
drives are supported.
SATA hard drives
Serial ATA Hard Drive Characteristics
Number of pins/conductors in data cable 7/7
Number of pins in power cable 15
Maximum data cable length 39.37 in (100 cm)
Data interface voltage differential 400-700 mV
Drive voltages 3.3 V, 5 V, 12 V
Jumpers for configuring drive N/A
Data transfer rate 6.0 Gb/s
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 3.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.
The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
SATA hard drives 7
SMART ATA drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.
Electrostatic discharge information
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows that:
●
Different activities generate different amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl floor
Motions of bench worker
Removing DIPs* from plastic tube
Removing DIPs* from vinyl tray
Removing DIPs* from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
*These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
NOTE: 700 volts can degrade a product.
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric
components and accessories.
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
8 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
●
To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
●
Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
●
Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
●
Place items on a grounded surface before removing them from their container.
●
Always be properly grounded when touching a sensitive component or assembly.
●
Avoid contact with pins, leads, or circuitry.
●
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●
Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and fit snugly into the banana plug connector on the grounding mat or workstation.
●
Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with
a maximum of one-megohm ± 10% resistance between the operator and ground.
Static Shielding Protection Levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
●
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
Turn off power and input signals before inserting and removing connectors or test equipment.
●
Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
●
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
●
Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
1,500
7,500
15,000
Electrostatic discharge information 9
Recommended materials and equipment
Materials and equipment that are recommended for use in preventing static electricity include:
●
Antistatic tape
●
Antistatic smocks, aprons, or sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Conductive foam
●
Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
●
Static-dissipative table or floor mats with hard tie to ground
●
Field service kits
●
Static awareness labels
●
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●
Material handling packages
●
Conductive plastic bags
●
Conductive plastic tubes
●
Conductive tote boxes
●
Opaque shielding bags
●
Transparent metallized shielding bags
●
Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
●
Operate the computer on a sturdy, level surface. Leave a 10.2-cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airflow.
●
Never restrict the airflow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airflow.
●
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airflow. Be sure to unplug the computer before cleaning the air vents.
●
Never operate the computer with the cover removed.
●
Do not place computers so near each other that they are subject to each other’s re-circulated or
preheated air.
●
Keep liquids away from the computer and keyboard.
●
Never cover the ventilation slots on the monitor with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
10 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
Routine care
General cleaning safety precautions
1. Never use solvents or flammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the computer case
Follow all safety precautions in General cleaning safety precautions on page 11 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 11 before cleaning the
keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in
computer case on page 11.
When cleaning debris from under the keys, review all rules in
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●
Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●
Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
●
If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.
Cleaning the
General cleaning safety precautions on page 11
Routine care 11
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
●
Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
fibers or dirt in confined areas. Allow the parts to air dry before reassembly.
Cleaning the display
●
Wipe the display screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or flammable liquids on the monitor.
●
To clean the monitor body follow the procedures in
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned off.
●
Clean the mouse ball by first removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
●
To clean the mouse body, follow the procedures in
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software requirements
To service the computer, you need the following:
●
Torx T-15 screwdriver
●
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●
Phillips #2 screwdriver
●
Diagnostics software
Cleaning the computer case on page 11.
Cleaning the computer case on page 11.
●
HP tamper-resistant T-15 wrench or HP tamper-resistant bits
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.
12 Chapter 4 Serial ATA (SATA) drive guidelines and routine care and disassembly preparation
Cables and connectors
Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to
avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from
the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the
cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts
being removed or replaced.
CAUTION: When servicing this computer, ensure that cables are placed in their proper location during the
reassembly process. Improper cable placement can damage the computer.
Hard drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.
●
If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”
●
Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the CPU.
●
Avoid dropping drives from any height onto any surface.
●
If you are inserting or removing a hard drive, turn off the computer. Do not remove a hard drive while
the computer is on or in standby mode.
●
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive,
avoid touching the connector. For more information about preventing electrostatic damage, refer to
Electrostatic discharge information on page 8
●
Do not use excessive force when inserting a drive.
●
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields
such as monitors or speakers.
Lithium coin cell battery
The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.
See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.
WARNING! This computer contains a lithium battery. There is a risk of fire and chemical burn if the battery
is handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or fire,
or expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general
household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.
Service considerations 13
5 Removal and replacement procedures
The following sections provide information about disassembling various components of the computer.
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.
Preparing to disassemble the computer
To avoid injury and equipment damage, always complete the following steps in order, when opening the HP
Pro All-in-One.
1. Remove all media from the computer.
2. Shut down the computer.
3. After the system has completely shut down, disconnect the power cord from the back of the computer.
4. Disconnect all other attached cables from the back of the computer.
WARNING! Beware of sharp edges inside the chassis.
http://partsurfer.hp.com, select your country or region, and then
14 Chapter 5 Removal and replacement procedures
Access panel
The computer has one main access panel that allows access to internal components. It is secured with two
thumbscrews.
To remove the access panel:
1. Prepare the computer for disassembly (see
2. Unscrew the two screws on the rear of the computer.
3. Slide the panel back (1) and lift if off the computer (2).
Preparing to disassemble the computer on page 14).
To replace the access panel, reverse the removal procedures.
Access panel 15
Installing and removing drives
Description
1-TB, 7200 rpm, 3.5 inch hard drive
500-GB, 7200 rpm, 3.5 inch hard drive
Hard drive screw bumper
When installing drives, follow these guidelines:
●
The Serial ATA (SATA) hard drive must be connected to the SATA connector on the system board labeled
SATA1.
●
Connect an optical disc drive to the SATA connector on the system board labeled SATA2.
●
The power cable for the drives is a dual-headed cable coming from the power supply. The first
connector is routed to the hard drive and the second connector is routed to the slim optical disc drive.
CAUTION: To prevent loss of work and damage to the computer or drive:
If you are inserting or removing a drive, shut down the operating system properly, turn off the computer, and
unplug the power cord. Do not remove a 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.
Handle a drive carefully; do not drop it.
Do not use excessive force when inserting a drive.
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields such as
monitors or speakers.
If a drive must be mailed, place the drive in a bubble-pack mailer or other protective packaging and label the
package “Fragile: Handle With Care.”
Removing a slim optical disc drive
CAUTION: All removable media should be taken out of a drive before removing the drive from the
computer.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14).
2. Remove the access panel (see
Access panel on page 15).
16 Chapter 5 Removal and replacement procedures
3. Disconnect the power cable and data cable from the rear of the optical disc drive.
CAUTION: When removing the cables, pull the tab or connector instead of the cable itself to avoid
damaging the cable.
4. Unfasten the screw securing the optical disc drive cage to the chassis.
Retain the screw.
5. Press the both sides optical disk drive latch to release the optical disc drive cage and slide the cage
away from the edge of the chassis.
6. Lift the optical disc drive cage out of the chassis.
Installing and removing drives 17
7. Open the latch on the side of the optical disc drive cage.
8. Push the optical disc drive out through the front of the cage.
18 Chapter 5 Removal and replacement procedures
Installing a slim optical disc drive
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14).
2. Remove the access panel (see
3. Be sure both the optical disc drive and the cage are right side up and slide the rear of the optical disc
drive into through the front of the drive cage.
4. When the optical disc drive is positioned correctly, close the latch on the side of the drive cage.
IMPORTANT: Be sure the latch has engaged properly by moving or attempting to move the optical
disc drive in the drive cage. If the optical disc drive can be moved, do not open the bracket. Instead, slide
the optical disc drive within the cage until you hear the click of the bracket engaging and you can no
longer move the optical disc drive. When the optical disc drive cannot be moved, the latch has engaged
properly.
Access panel on page 15).
5. Align the optical disc drive above the hard drive with the disc tray opening toward the front of the
chassis. Lower the optical disc drive onto the hard drive and next to the power supply.
Installing and removing drives 19
6. Align the latch on the front edge of the optical disc drive cage with the slots on the front edge of the
chassis. Hold both sides of the latch down and slide the drive cage forward until the latch engages.
7. Fasten the screw to secure the optical disc drive cage to the chassis.
8. Connect the power and data cables to the rear of the optical disc drive.
20 Chapter 5 Removal and replacement procedures
9. Connect the opposite end of the data cable to the SATA2 connector on the system board.
10. Replace the computer access panel.
11. Reconnect the power cord and any external devices, then turn on the computer.
12. Lock any security devices that were disengaged when the access panel was removed.
Removing and replacing a 3.5-inch 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 (see Preparing to disassemble the computer on page 14).
2. Remove the access panel (see
3. Remove the slim optical disc drive (see
4. Disconnect the power cable and data cable from the back of the hard drive.
Access panel on page 15).
Removing a slim optical disc drive on page 16).
Installing and removing drives 21
5. Press the tab to disengage the latch securing the hard drive in place.
6. Slide the hard drive away from the edge of the chassis to disengage the hard drive cage, and then lift it
out of the chassis.
7. Open the latch on the side of the hard drive cage.
8. Remove the two screws from the side of the hard drive cage, and then slide the hard drive out of the
cage.
Retain the screws to use on the new hard drive.
22 Chapter 5 Removal and replacement procedures
9. Slide the new hard drive all the way into the hard drive cage.
Be sure the hard drive is positioned properly. The latch tab that secured the hard drive cage to the
chassis is on the bottom side of the drive cage. The bottom of the hard drive should be on the same side
as the tab and the connectors should be visible on the opposite end from the tab.
10. Close the latch on the side of the hard drive cage.
Be sure the latch is engaged by attempting to move the hard drive within the cage. If it moves, slide the
hard drive to and from the end of the cage until the latch engages.
11. Fasten the two screws in the other side of the hard drive cage to secure the hard drive in the cage.
12. Hold the hard drive cage with the connectors next to the power supply and align the openings in the
cage bottom with the raised clips on the bottom of the chassis.
Installing and removing drives 23
13. Set the cage down and slide it left to engage the clips on the chassis beneath the cage.
Be sure the cage latch slides over and engages the chassis tab to lock the hard drive cage in place.
14. Connect the power cable and data cable to the back of the hard drive.
15. Connect the opposite end of the data cable to the SATA1 connector on the system board.
16. Replace the slim optical disc drive. For instructions, go to Installing a slim optical disc drive on page 19.
17. Replace the access panel.
18. Reconnect the power cord and turn on the computer.
19. Lock any security devices that were disengaged when the access panel was removed.
24 Chapter 5 Removal and replacement procedures
Front bezel
To remove the front bezel:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Disconnect the gray cables from the system board connectors labeled F AUDIO and F SS USB.
4. Disconnect the two blue and white and one orange and white cables from the connector labeled F
PANEL.
5. Lift the two tabs (1) that secure the bezel to the computer.
6. Rotate the top of the bezel downward and away from the computer (2), and then remove the bezel from
the computer (3) while guiding the cables through the front of the chassis.
Access panel on page 15).
Preparing to disassemble the computer on page 14).
To install the front bezel, reverse the removal procedures.
The two blue and white cables and one orange and white cable must be plugged into the F_PANEL connector
in a specific order, as follows:
Front bezel 25
PWR LED: upper left
PWR SW: upper right
HDD LED: lower left
26 Chapter 5 Removal and replacement procedures
Memory
Description
8-GB memory module (PC3-12800)
4GB memory module (PC3-12800)
There are two DIMM sockets on the system board, with one socket per channel. The sockets are labeled
DIMM1 and DIMM2. Socket DIMM1 operates in memory channel B. Socket DIMM2 operates in memory channel
A.
The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending
on how the DIMMs are installed.
NOTE: Single channel and unbalanced dual channel memory configurations will result in inferior graphics
performance.
●
●
●
The system will operate in single channel mode if the DIMM sockets are populated in one channel only.
The system will operate in a higher-performing dual channel mode if the memory capacity of the DIMM
in Channel A is equal to the memory capacity of the DIMM in Channel B.
The system will operate in flex mode if the memory capacity of the DIMM in Channel A is not equal to the
memory capacity of the DIMM 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 DIMM in the system.
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.
To remove a memory module:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
Access panel on page 15).
Preparing to disassemble the computer on page 14).
Memory 27
3. Locate the DIMM sockets.
4. Open both latches of the memory module socket (1), and insert the memory module into the socket (2).
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
5. Push the module down into the socket, ensuring that the module is fully inserted and properly seated.
Make sure the latches are in the closed position (3).
6. Repeat steps 7 and 8 to install an additional module.
7. Replace the access panel.
8. Reconnect the power cord and turn on the computer.
9. Lock any security devices that were disengaged when the access panel was removed.
The computer automatically recognizes the additional memory when you turn on the computer.
28 Chapter 5 Removal and replacement procedures
Expansion cards
The computer has one PCI Express x1 expansion slot, one PCI Express x16 expansion slot, and two PCI
expansion slots.
NOTE: The PCI Express slots support only low profile cards.
You can install a PCI Express x1, x4, x8, or x16 expansion card in the PCI Express x16 slot.
For dual graphics card configurations, the first (primary) card must be installed in the PCI Express x16 slot.
To remove, replace, or add an expansion card:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Locate the correct vacant expansion socket on the system board and the corresponding expansion slot
on the back of the computer chassis.
4. Rotate the slot cover retention latch on the rear of the chassis to the open position.
5. Before installing an expansion card, remove the expansion slot cover or the existing expansion card.
Access panel on page 15).
Preparing to disassemble the computer on page 14).
NOTE: Before removing an installed expansion card, disconnect any cables that may be attached to
the expansion card.
a. If you are installing an expansion card in a vacant PCI x1 socket or a PCI socket, push out the
appropriate expansion slot cover on the back of the chassis.
b. If you are installing an expansion card in a vacant PCI x16 socket, remove the appropriate
expansion slot cover on the back of the chassis. Pull the slot cover straight up then away from the
inside of the chassis.
c. If you are removing a PCI Express x1 card or a PCI card, hold the card at each end, and carefully
rock it back and forth until the connectors pull free from the socket. Pull the expansion card
straight up from the socket then away from the inside of the chassis to release it from the chassis
frame. Be sure not to scrape the card against the other components.
d. If you are removing a PCI Express x16 card, pull the retention arm on the back of the expansion
socket away from the card and carefully rock the card back and forth until the connectors pull free
from the socket. Pull the expansion card straight up from the socket then away from the inside of
the chassis to release it from the chassis frame. Be sure not to scrape the card against the other
components.
Expansion cards 29
6. Store the removed card in anti-static packaging.
7. If you are not installing a new expansion card in the PCI x16 expansion slot, install the expansion slot
cover to close the open slot.
CAUTION: After removing an expansion card, you must replace it with a new card or expansion slot
cover for proper cooling of internal components during operation.
8. To install a new expansion card, hold the card just above the expansion socket on the system board
then move the card toward the rear of the chassis so that the bracket on the card is aligned with the
open slot on the rear of the chassis. Press the card straight down into the expansion socket on the
system board.
NOTE: When installing an expansion card, press firmly on the card so that the whole connector seats
properly in the expansion card slot.
9. Rotate the slot cover retention latch back in place to secure the expansion card.
10. Connect external cables to the installed card, if needed. Connect internal cables to the system board, if
needed.
11. Replace the computer access panel.
12. Reconnect the power cord and turn on the computer.
13. Lock any security devices that were disengaged when the access panel was removed.
14. Reconfigure the computer, if necessary.
30 Chapter 5 Removal and replacement procedures
Fan
The fan is mounted to the right side of the computer with four Phillips screws.
To remove the fan:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. From the outside, right side of the computer, remove the four Phillips screws that secure the fan to the
computer.
Access panel on page 15).
Preparing to disassemble the computer on page 14).
Fan 31
4. From the inside of the computer, disconnect the fan cable from the system board connector labeled SYS
FAN1 (1), and then remove the fan from the computer (2).
To install the fan, reverse the removal procedures.
32 Chapter 5 Removal and replacement procedures
RTC battery
The battery is located in the memory compartment. The battery that comes with the computer provides
power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally
installed in the computer. The computer comes with a 3-volt lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60° C (140º F).
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare designated for this product.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When the
battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall
socket. The lithium battery is only used when the computer is NOT connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to
http://www.hp.com/recycle.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14).
2. Remove the access panel (see
3. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the
battery. When the battery pops up, lift it out (1).
4. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the
positive side up. Push the other edge down until the clamp snaps over the other edge of the battery (2).
Access panel on page 15).
RTC battery 33
Fan sink
The fan sink is mounted above the processor and is secured with four captive Phillips screws.
To remove the fan sink:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Disconnect the fan sink cable from the system board connector labeled CPU FAN (1).
4. Loosen the four Phillips screws (2) that secure the fan sink to the computer.
Access panel on page 15).
Preparing to disassemble the computer on page 14).
34 Chapter 5 Removal and replacement procedures
5. Lift the fan sink from the computer.
To install the fan sink, reverse the removal procedures.
Fan sink 35
Processor
NOTE: All processor spare part kits include replacement thermal material.
Description
Intel Core i5-4670 processor (3.4-GHz processor with 6-MB L3 cache)
Intel Core i5-4570 processor (3.2-GHz processor with 6-MB L3 cache)
Intel Core i3-4330 processor (3.5-GHz processor with 4-MB L3 cache)
Intel Core i3-4130 processor (3.4-GHz processor with 3-MB L3 cache)
Intel Pentium G3420 processor (3.2-GHz processor with 3-MB L3 cache)
Intel Pentium G3220 processor (3.0-GHz processor with 3-MB L3 cache)
Intel Celeron G1820 processor (2.7-GHz processor with 2-MB L3 cache)
Before removing the processor, follow these steps:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Remove the fan sink (see
Access panel on page 15).
Fan sink on page 34).
Preparing to disassemble the computer on page 14).
Remove the processor:
1. Rotate the locking lever to its full open position (1).
2. Raise and rotate the microprocessor retainer to its fully open position (2).
36 Chapter 5 Removal and replacement procedures
3. Lift the processor (3) straight up and remove it.
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.
NOTE: The gold triangle on the processor must be aligned with the triangle embossed on the
processor slot when you install the processor.
Reverse this procedure to install the processor.
Processor 37
Power supply
The power supply is secured to the back of the computer with three Phillips screws. Two cables connect to
the system board.
To remove the power supply:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Disconnect the cables from the system board connectors labeled ATX POWER and ATX CPU.
Access panel on page 15).
Preparing to disassemble the computer on page 14).
4. Disconnect the power connector from the rear of the power supply (1).
5. Remove the three Phillips screws (2) that secure the power supply to the computer.
38 Chapter 5 Removal and replacement procedures
6. From the inside of the computer, pull the power supply into the computer, and then lift the power
supply out of the computer.
To install the power supply, reverse the removal procedures.
Power supply 39
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
System board for use in models with Windows 8 Standard
System board for use in models with Windows 8 Professional
To remove the system board:
1. Prepare the computer for disassembly (see
2. Remove the access panel (see
3. Remove the memory modules (see
4. Remove the fan sink (see
5. Remove the processor (see
Access panel on page 15).
Memory on page 27).
Fan sink on page 34).
Processor on page 36).
Preparing to disassemble the computer on page 14).
6. Disconnect all cables from the system board, noting their location for reinstallation.
40 Chapter 5 Removal and replacement procedures
7. Remove the six Phillips screws that secure the system board to the computer.
8. Remove the system board.
To install the system board, reverse the removal procedures.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the affected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Security > System ID’s.
System board 41
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System ID Setup Page
Setup Field Name Comment Label
Product Name Enter the Model name/number or marketing name. Flexbuild
Serial Number Enter the Serial Number of Unit. Support
SKU Number Enter the SKU or Product Number including Localization Code. Support
Asset Tag Enter the 18-byte identifier assigned to the computer. Support
Feature Byte Enter the Feature Byte string. The feature byte string is case sensitive.
The label includes spaces after every four characters. You can enter or ignore
these spaces – their only purpose is to help with data entry. There is a character
limitation of 40 bytes per line. When you reach this limit, go to the next line to
continue data entry. BIOS ignores the spaces and lines.
If you make an error during data entry, the data will not validate, and the
computer asks you to correct your data input.
Build ID The Build ID of the unit. Flexbuild
Flexbuild
42 Chapter 5 Removal and replacement procedures
System board callouts
Sys Bd Label Component Sys Bd Label Component
ATXCPU 4-pin processor power LPT Printer port connector
PROCESSOR Processor SPDIF_OUT S/PDIF connector
CPUFAN Processor fan F_AUDIO Front I/O - audio connector
XMM1 Memory module PCI 2 PCI expansion port
XMM2 Memory module PCI 1 PCI expansion port
ATXPOWER 24-pin main power PCIE X1 PCIe x1 Expansion port
SYSFAN1 Chassis fan PCIE X16 PCIe x16 expansion port
System board 43
F_SS_USB Front I/O - USB connector AUDIO Headphone and microphone
jacks
BATTERY RTC battery LAN+USB Network connector and USB
ports
SATA2 Optical drive USB USB ports
SATA1 Hard drive VGA VGA connector
CMOS+PW Reset CMOS and system
password
COM2 External media connector PS2 Mouse and keyboard
DVI/COM1 DVI and serial connectors
44 Chapter 5 Removal and replacement procedures
6 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
Change factory default settings.
●
Set the system date and time.
●
Set, view, change, or verify the system configuration, including settings for processor, graphics,
memory, audio, storage, communications, and input devices.
●
Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media
devices.
●
Enable Quick Boot, which is faster than Full Boot but does not run all of the diagnostic tests run during a
Full Boot. You can set the system to:
■
always Quick Boot (default);
■
periodically Full Boot (from every 1 to 30 days); or
■
always Full Boot.
●
Select Post Messages Enabled or Disabled to change the display status of Power-On Self-Test (POST)
messages. Post Messages Disabled suppresses most POST messages, such as memory count, product
name, and other non-error text messages. If a POST error occurs, the error is displayed regardless of
the mode selected. To manually switch to Post Messages Enabled during POST, press any key (except
F1 through F12).
●
Establish an Ownership Tag, the text of which is displayed each time the system is turned on or
restarted.
●
Enter the Asset Tag or property identification number assigned by the company to this computer.
●
Enable the power-on password prompt during system restarts (warm boots) as well as during poweron.
●
Establish a setup password that controls access to the Computer Setup (F10) Utility and the settings
described in this section.
●
Secure integrated I/O functionality, including the serial, USB, or parallel ports, audio, or embedded NIC,
so that they cannot be used until they are unsecured.
●
Enable or disable removable media boot ability.
●
Solve system configuration errors detected but not automatically fixed during the Power-On Self-Test
(POST).
●
Replicate the system setup by saving system configuration information on a USB device and restoring it
on one or more computers.
●
Execute self-tests on a specified ATA hard drive (when supported by drive).
●
Enable or disable DriveLock security (when supported by drive).
Computer Setup (F10) Utilities 45
Using Computer Setup (F10) Utilities
Computer Setup can be accessed only by turning the computer on or restarting the system. To access the
Computer Setup Utilities menu, complete the following steps:
1. Turn on or restart the computer.
2. Repeatedly press F10 when the monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
3. A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power,
and Advanced.
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press
Esc.
5. To apply and save changes, select File > Save Changes and Exit.
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
●
To reset to factory settings or previously saved default settings (some models), select Apply
Defaults and Exit. This option will restore the original factory system defaults.
NOTE: Not all settings shown in the following sections are available for all models
CAUTION: Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup (F10) changes
because the CMOS could become corrupted. It is safe to turn off the computer only after exiting the F10
Setup screen.
Table 6-1 Computer Setup (F10) Utility
Heading Table
File
Storage
Security
Power
Advanced
Computer Setup—File on page 47
Computer Setup—Storage on page 48
Computer Setup—Security on page 49
Computer Setup—Power on page 53
Computer Setup—Advanced on page 54
46 Chapter 6 Computer Setup (F10) Utility
Computer Setup—File
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-2 Computer Setup—File
Option Description
System Information Lists:
About Displays copyright notice.
●
Product name
●
SKU number
●
Processor type/speed/stepping
●
Cache size (L1/L2/L3) (dual core processors have this listed twice)
●
Installed memory size/speed, number of channels (single or dual) (if applicable)
●
Integrated MAC address for embedded, enabled NIC (if applicable)
●
System BIOS (includes family name and version)
●
Chassis serial number
●
Asset tracking number
●
ME firmware version
●
ME Management mode
Set Time and Date Allows you to set system time and date.
Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media.
Replicated Setup Save to Removable Media
Saves system configuration to a formatted USB flash media device.
Restore from Removable Media
Restores system configuration from a USB flash media device.
Default Setup Save Current Settings as Default
Saves the current system configuration settings as the default.
Restore Factory Settings as Default
Restores the factory system configuration settings as the default.
Apply Defaults and Exit Applies the currently selected default settings and clears any established passwords.
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to system configuration or default settings and exits Computer Setup.
Computer Setup (F10) Utilities 47
Computer Setup—Storage
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-3 Computer Setup—Storage
Option Description
Device Configuration Lists all installed BIOS-controlled storage devices.
When a device is selected, detailed information and options are displayed. The following options may be
presented:
●
●
●
●
Storage Options SATA Emulation
Allows you to choose how the SATA controller and devices are accessed by the operating system. There
are three supported options: IDE, RAID, and AHCI (default).
CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or
corrupt established volumes.
IDE - This is the most backwards-compatible setting of the three options. Operating systems usually do
not require additional driver support in IDE mode.
RAID - Allows DOS and boot access to RAID volumes. Use this mode with the RAID device driver loaded in
the operating system to take advantage of RAID features.
AHCI (default option) - Allows operating systems with AHCI device drivers loaded to take advantage of
more advanced features of the SATA controller.
Hard Disk: Size, model, firmware version, serial number, connector color.
CD-ROM: Model, firmware version, serial number, connector color (not included for USB CD-ROM).
SMART (ATA disks only)
Diskette: Model and firmware version.
NOTE: Displays for USB diskette drives.
NOTE: The RAID/AHCI device driver must be installed prior to attempting to boot from a RAID/AHCI
volume. If you attempt to boot from a RAID/AHCI volume without the required device driver installed, the
system will crash (blue screen). RAID volumes may become corrupted if they are booted to after disabling
RAID.
Removable Media Boot
Enables/disables ability to boot the system from removable media. Default is enabled.
Boot Order Allows you to:
●
EFI Boot Sources: Specify the order in which EFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image. Each device on the list may be individually excluded from or included for consideration as a
bootable operating system source.
EFI boot sources always have precedence over legacy boot sources.
●
Legacy Boot Sources: Specify the order in which legacy boot sources (such as a network interface
card, internal hard drive, USB optical drive, or internal optical drive) are checked for a bootable
operating system image. Each device on the list may be individually excluded from or included for
consideration as a bootable operating system source.
Specify the order of attached hard drives. The first hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).
NOTE: To drag a device to a preferred place, press Enter. To remove the device from consideration as a
bootable device, press F5.
You can use F5 to disable individual boot items, as well as disable EFI boot and/or legacy boot.
48 Chapter 6 Computer Setup (F10) Utility
Table 6-3 Computer Setup—Storage (continued)
NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has
started.
Shortcut to Temporarily Override Boot Order
To boot one time from a device other than the default device specified in Boot Order, restart the
computer and press Esc (to access the boot menu) and then F9 (Boot Order), or only F9 (skipping the boot
menu) when the monitor light turns green. After POST is completed, a list of bootable devices is
displayed. Use the arrow keys to select the preferred bootable device and press Enter. The computer then
boots from the selected non-default device for this one time.
Computer Setup—Security
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-4 Computer Setup—Security
Option Description
Setup Password Allows you to set and enable a setup (administrator) password.
NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and
make changes to certain plug and play settings under Windows.
Power-On Password Allows you to set and enable a power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Password Options
(This selection appears
only if a power-on
password or setup
password is set.)
Smart Cover Allows you to:
Allows you to enable/disable:
●
Lock Legacy Resources (determines whether or not Windows Device Manager is allowed to change
resource settings for serial and parallel ports).
●
Stringent security (enabling the stringent password disables the ability to reset the password by
moving the jumper on the system board). Default is disabled.
CAUTION: If you enable the stringent security feature and you forget the setup password or the
power-on password, the computer is inaccessible and can no longer be used.
If you lose or forget the password, the system board must be replaced. This scenario is not covered
under warranty.
To prevent the computer from becoming permanently unusable, record your configured setup
password or power-on password in a safe place away from your computer. Without these
passwords, the computer cannot be unlocked.
●
Setup Browse Mode (appears if a setup password is set) (allows viewing, but not changing, the F10
Setup Options without entering setup password). Default is enabled.
●
Password prompt on F9 & F12 (requires setup password to use these boot functions). Default is
enabled.
●
Network Server Mode. Default is disabled.
●
Lock/unlock the Cover Lock.
●
Set the Cover Removal Sensor to Disable/Notify User/Setup Password.
NOTE: Notify User alerts the user that the sensor has detected that the cover has been removed. Setup
Password requires that the setup password be entered to boot the computer if the sensor detects that
the cover has been removed.
Computer Setup (F10) Utilities 49
Table 6-4 Computer Setup—Security (continued)
Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:
●
Embedded security device
●
System audio
●
USB controller (varies by model)
●
Network controller
NOTE: You must disable AMT before trying to hide the network controller.
●
Serial port
●
Parallel port
●
SATA ports (varies by model)
USB Security Allows you to set Enabled/Disabled (default is Enabled) for:
●
Front USB Ports
●
Rear USB Ports
●
Accessory USB Ports
Slot Security Allows you to disable any PCI or PCI Express slot. Default is enabled.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.
(Feature available on NIC models only; the network controller must be either a PCI expansion card or
embedded on the system board.) Default is enabled.
System IDs Allows you to set:
●
Asset tag (18-byte identifier), a property identification number assigned by the company to the
computer.
●
Ownership tag (80-byte identifier) displayed during POST.
●
Universal Unique Identifier (UUID) number. The UUID can only be updated if the current chassis
serial number is invalid. (These ID numbers are normally set in the factory and are used to uniquely
identify the system.)
●
Keyboard locale setting for System ID entry.
Master Boot Record
Security
Enables/disables Master Boot Record (MBR) security.
The MBR contains information needed to successfully boot from a disk and to access the data stored on
the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such
as those caused by some viruses or by the incorrect use of certain disk utilities. It also allows you to
recover the "last known good" MBR, should changes to the MBR be detected when the system is
restarted.
When MBR Security is enabled, the BIOS prevents any changes being made to the MBR of the current
bootable disk while in MS-DOS or Windows Safe Mode.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS cannot
prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
●
MBR security is enabled
●
A backup copy of the MBR has been previously saved
●
The current bootable disk is the same disk from which the backup copy was saved
50 Chapter 6 Computer Setup (F10) Utility
Table 6-4 Computer Setup—Security (continued)
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified the
MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you
are confident that the current bootable disk's MBR has been corrupted or infected with a virus.
System Security (these
options are hardware
dependent)
Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. Default
is enabled.
SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor. Changing
this setting requires turning the computer off and then back on. Default is disabled.
Virtualization Technology (VTx) (enable/disable) - Controls the virtualization features of the processor.
Changing this setting requires turning the computer off and then back on. Default is disabled.
Virtualization Technology Directed I/O (VTd) (enable/disable) - Controls virtualization DMA remapping
features of the chipset. Changing this setting requires turning the computer off and then back on. Default
is disabled.
Trusted Execution Technology (enable/disable) - Controls the underlying processor and chipset features
needed to support a virtual appliance. Changing this setting requires turning the computer off and then
back on. Default is disabled. To enable this feature you must enable the following features:
●
Embedded Security Device Support
●
Virtualization Technology
●
Virtualization Technology Directed I/O
Embedded Security Device (enable/disable) - Permits activation and deactivation of the Embedded
Security Device.
NOTE: To configure the Embedded Security Device, a Setup password must be set.
●
Reset to Factory Settings (Do not reset/Reset) - Resetting to factory defaults will erase all security
keys and leave the device in a disabled state. Changing this setting requires that you restart the
computer. Default is Do not reset.
CAUTION: The embedded security device is a critical component of many security schemes.
Erasing the security keys will prevent access to data protected by the Embedded Security Device.
Choosing Reset to Factory Settings may result in significant data loss.
●
Measure boot variables/devices to PCR1 - Typically, the computer measures the boot path and
saves collected metrics to PCR5 (a register in the Embedded Security Device). Bitlocker tracks
changes to any of these metrics, and forces the user to re-authenticate if it detects any changes.
Enabling this feature lets you set Bitlocker to ignore detected changes to boot path metrics, thereby
avoiding re-authentication issues associated with USB keys inserted in a port. Default is enabled.
System Security
(continued)
DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,
OS management of Embedded Security Device (enable/disable) - This option allows the user to limit OS
control of the Embedded Security Device. Default is enabled. This option is automatically disabled if
Trusted Execution Technology is enabled.
●
Reset of Embedded Security Device through OS (enable/disable) - This option allows the user to
limit the operating system ability to request a Reset to Factory Settings of the Embedded Security
Device. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
●
No PPI provisioning (Windows 8 only) - This option lets you set Windows 8 to bypass the PPI
(Physical Presence Interface) requirement and directly enable and take ownership of the TPM on
first boot. You cannot change this setting after TPM is owned/initialized, unless the TPM is reset.
Default is disabled for non-Windows 8 systems, and enabled for Windows 8.
●
Allow PPI policy to be changed by OS. Enabling this option allows the operating system to execute
TPM operations without Physical Presence Interface. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully
Computer Setup (F10) Utilities 51
Table 6-4 Computer Setup—Security (continued)
entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during
a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is
attached to the system.
Secure Boot
Configuration
This is a feature of Windows 8.
●
Legacy Support—Enable/Disable. Allows you to turn off all legacy support on the computer,
including booting to DOS, running legacy graphics cards, booting to legacy devices, and so on. If set
to disable, legacy boot options in Storage > Boot Order are not displayed. Default is enabled.
●
Secure Boot—Enable/Disable. Allows you to make sure an operating system is legitimate before
booting to it, making Windows resistant to malicious modification from preboot to full OS booting,
preventing firmware attacks. UEFI and Windows Secure Boot only allow code signed by preapproved digital certificates to run during the firmware and OS boot process. Default is disabled,
except for Windows 8 systems which have this setting enabled. Secure Boot enabled also sets
Legacy Support to disabled.
●
Key Management—This option lets you manage the custom key settings.
◦
Clear Secure Boot Keys—Don't Clear/Clear. Allows you to delete any previously loaded custom
boot keys. Default is Don't Clear.
◦
Key Ownership—HP Keys/Custom Keys. Selecting Custom Mode allows you to modify the
contents of the secure boot signature databases and the platform key (PK) that verifies
kernels during system start up, allowing you to use alternative operating systems. Selecting
HP Keys causes the computer boot using the preloaded HP-specific boot keys. Default is HP
Keys.
●
Fast Boot—Enable/Disable. Fast boot disables the ability to interrupt boot, such as pressing f keys
to access items before the operating system loads. Default is disabled.
NOTE: If Windows 8 detects a serious error, it will interrupt the boot process automatically and
display advanced boot options.
From Windows 8, you can press Shift and select Restart to access the screen that lets you boot to a
device or troubleshoot your computer.
52 Chapter 6 Computer Setup (F10) Utility
Computer Setup—Power
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-5 Computer Setup—Power
Option Description
OS Power Management
Hardware Power
Management
●
Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.
●
Runtime Power Management— Enable/Disable. Allows certain operating systems to reduce
processor voltage and frequency when the current software load does not require the full
capabilities of the processor. Default is enabled.
●
Unique Sleep State Blink Rates—Enable/Disable. This feature is designed to provide a visual
indication of what sleep state the system is in. Each sleep state has a unique blink pattern. Default
is disabled.
NOTE: For Windows 8 systems with Fast Boot support, a normal shutdown goes to the S4 state,
not the S5 state.
◦
S0 (On) = Solid white LED.
◦
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED)
— repeated cycles of 3 blinks and a pause.
◦
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white
LED) — repeated cycles of 4 blinks and a pause.
◦
S5 (Soft Off) = LED is off.
SATA Power Management – Enables or disables SATA bus and/or device power management. Default is
enabled.
S5 Maximum Power Savings – Turns off power to all nonessential hardware when system is off to meet
EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.
PCI Express x16 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set lower
power modes that activate when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1.
Default is ASPM Disabled.
PCI Express x1 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set lower
power modes that activate when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1.
Default is ASPM Disabled.
Network Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate when the
bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM Disabled.
USB 3.0 Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate when the
bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM Disabled.
Thermal Fan idle mode—This bar graph controls the minimum permitted fan speed.
NOTE: This setting only changes the minimum fan speed. The fans are still automatically controlled.
Computer Setup (F10) Utilities 53
Computer Setup—Advanced
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-6 Computer Setup—Advanced (for advanced users)
Option Heading
Power-On Options Allows you to set:
●
●
●
●
●
POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days).
◦
QuickBoot (default) = Do not clear memory or perform a memory test.
◦
FullBoot = Memory test (count) on cold boot. Clears memory on all boots.
◦
Clear Memory = No memory count on cold boot. Clears memory on all boots.
◦
FullBoot Every x Days = Memory count on 1st cold boot on or after the xth day. No more
memory counts until 1st cold boot on or after x days. Clears memory on all boots.
POST messages (enable/disable). Enabling this feature will cause the system to display POST error
messages, which are error messages displayed on the monitor during the Power On Self Test if the
BIOS encounters some kind of problem while starting the PC. A POST error message will only display
on screen if the computer is capable of booting this far. If the POST detects an error before this
point, a beep code is generated instead. Default is disabled.
Press the ESC key for Startup Menu (Enable/Disable). This feature controls the display of the text
“Press the ESC key for Startup Menu” during POST. This text does not display on Windows 8 systems
with Fast Boot support. Other text also will not display (for example, Ownership Tag). Default is
enabled.
Option ROM Prompt (enable/disable). Enabling this feature will cause the system to display a
message before loading option ROMs. Default is enabled.
After Power Loss (off/on/previous state). Default is Power off. Setting this option to:
◦
Power off—causes the computer to remain powered off when power is restored.
◦
Power on—causes the computer to power on automatically as soon as power is restored.
◦
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If you turn off power to the computer using the switch on a power strip, you will not be able to
use the suspend/sleep feature or the Remote Management features.
●
POST Delay (in seconds). Enabling this feature will add a user-specified delay to the POST process.
This delay is sometimes needed for hard disks on some PCI cards that spin up very slowly, so slowly
that they are not ready to boot by the time POST is finished. The POST delay also gives you more
time to select F10 to enter Computer (F10) Setup. Default is None.
●
Remote Wakeup Boot Source (remote server/local hard drive). Default is Local hard drive.
●
Factory Recovery Boot Support (Enable/Disable). Provides the ability for the BIOS to redirect the
boot to the recovery partition on the user hard drive, if present. Some versions of the recovery
software honor the F11 key press even when this feature is disabled by the BIOS. Default is
disabled.
●
Bypass F1 Prompt on Configuration Changes (Enable/Disable). Allows you to set the computer not
to confirm when changes were made. Default is disabled.
BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify.
Onboard Devices Allows you to set resources for or disable Legacy devices.
Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all operating
systems. To hide a device from the operating system, see Security > Device Security.
54 Chapter 6 Computer Setup (F10) Utility
Table 6-6 Computer Setup—Advanced (for advanced users) (continued)
Bus Options Allows you to enable or disable:
●
PCI SERR# Generation. Default is enabled.
●
PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only
needed when more than one graphics controller is installed. Default is disabled.
Device Options Allows you to set:
●
Printer mode (Bi-Directional, EPP + ECP, Output Only). ECP = Enhanced Capabilities Port, EPP =
Enhanced Parallel Port. Default is EPP+ECP.
●
Num Lock State at Power-On (off/on). Default is off.
●
Integrated Video (enable/disable). Use this option to disable the integrated video controller when
another video controller is present in the system. Default is enabled.
●
Integrated Graphics (Auto/Disable/Force) Use this option to manage integrated (UMA) graphics
memory allocation. The value you choose is allocated permanently to graphics and is unavailable to
the operating system. For example, if you set this value to 512M on a system with 2 GB of RAM, the
system always allocates 512 MB for graphics and the other 1.5 GB for use by the BIOS and operating
system. Default is Auto which sets memory allocation to 512 MB.
If you select Force, the UMA Frame Buffer Size option displays, which lets you set the UMA memory
size allocation between 32 MB and 1 GB.
●
Internal Speaker (does not affect external speakers). Default is enabled.
●
NIC PXE Option ROM Download (PXE, iSCSI, disabled). The BIOS contains an embedded NIC option
ROM to allow the unit to boot through the network to a PXE server. This is typically used to
download a corporate image to a hard drive. The NIC option ROM takes up memory space below 1MB
commonly referred to as DOS Compatibility Hole (DCH) space. This space is limited. This F10 option
will allow users to disable the downloading of this embedded NIC option ROM thus giving more DCH
space for additional PCI cards which may need option ROM space. The default will be to have the NIC
option-ROM-enabled. Default is PXE.
●
SATA RAID Option ROM Download (enable/disable). The BIOS contains an embedded SATA RAID
option ROM for RAID support. This can be temporarily disabled to save DCH space. Note that with
the option ROM disabled, users will be unable to boot to hard drives in the system while running in
RAID mode. Default is disabled.
●
Multi-Processor (enable/disable). Use this option to disable multi-processor support under the OS.
Default is enabled.
●
Hyper threading (enable/disable). Use this option to disable processor hyper-threading.
●
Turbo Mode (enable/disable). Allows you to enable and disable the Intel Turbo Mode feature, which
allows one core of the system to run at a higher than standard frequency and power if other cores
are idle. Default is enabled.
VGA Configuration Displayed only if there is an add-in video card in the system. Allows you to specify which VGA controller
AMT Configuration Allows you to set:
will be the “boot” or primary VGA controller.
●
AMT (enable/disable). Allows you to enable or disable functions of the embedded Management
Engine (ME) such as Active Management Technology (AMT). If set to disable, the Management
Engine is set to a temporarily disabled state and will not provide functions beyond necessary
system configuration. Default is enabled.
●
Unconfigure AMT/ME (enable/disable). Allows you to unconfigure any provisioned management
settings for AMT. The AMT settings are restored to factory defaults. This feature should be used
with caution as AMT will not be able to provide any set AMT management functions once
unconfigured. Default is disabled.
●
Hide Unconfigure ME Confirmation Prompt (enable/disable). Allows you to set the system to not
display the confirmation to unconfigure ME.
Computer Setup (F10) Utilities 55
Table 6-6 Computer Setup—Advanced (for advanced users) (continued)
●
Watchdog Timer (enable/disable). Allows you to set amount of time for a operating system and
BIOS watchdog alert to be sent if the timers are not deactivated. BIOS watchdog is deactivated by
BIOS and would indicate that a halt occurred during execution if the alert is sent to the management
console. An operating system alert is deactivated by the operating system image and would indicate
that a hang occurred during its initialization. Default is enabled.
Recovering the configuration settings
This method of recovery requires that you first perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See
Computer Setup—File table.)
NOTE: It is recommended that you save any modified computer configuration settings to a USB flash media
device and save the device for possible future use.
To restore the configuration, insert the USB flash media device with the saved configuration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See
on page 47 in the Computer Setup—File table.)
Computer Setup—File on page 47 in the
Computer Setup—File
56 Chapter 6 Computer Setup (F10) Utility
7 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, refer to the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specific error messages that may appear on the screen during Power-On Self-
Test (POST) at startup, refer to Appendix A,
Safety and comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may
result in discomfort or serious injury. Refer to the Safety & Comfort Guide at
more information on choosing a workspace and creating a safe and comfortable work environment. For more
information, refer to the Safety & Regulatory Information guide.
Before you call for technical support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.
●
Run the HP diagnostic tool.
POST Error Messages on page 94.
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 58 in this guide.
Computer Setup (F10) Utility on page 45 for
POST Error Messages on page 94
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.
http://www.hp.com/go/bizsupport for the latest online support
Safety and comfort 57
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●
Be in front of your computer when you call.
●
Write down the computer serial number, product ID number, and monitor serial number before calling.
●
Spend time troubleshooting the problem with the service technician.
●
Remove any hardware that was recently added to your system.
●
Remove any software that was recently installed.
●
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files before
running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service
provider or dealer.
Helpful hints
If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:
●
Check that the computer and monitor are plugged into a working electrical outlet.
●
Check that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●
Check that the computer is turned on and the white power light is on.
●
Check that the monitor is turned on and the green monitor light is on.
●
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
codes that will help you diagnose the problem. Refer to Appendix A,
for more information.
●
Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●
Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
●
Check all cable connections for loose connections or incorrect connections.
●
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not
shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if
it is set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●
Reconfigure the computer after installing a non-plug and play expansion board or other option. See
Solving hardware installation problems on page 75 for instructions.
●
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
POST Error Messages on page 94
●
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
58 Chapter 7 Troubleshooting without diagnostics
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
●
If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor
connectors are disabled and if the monitor is connected into these ports, the monitor will not function.
You can select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and
you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Table 7-1 Solving General Problems
Computer appears locked up and will not turn off when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds
until the computer turns off.
2. Disconnect the power cord from the electrical outlet.
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
System has locked up. Restart computer.
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
Solving general problems 59
Computer date and time display is incorrect.
Cause Solution
or contact an authorized dealer or reseller for RTC battery
replacement.
To access Control Panel in Windows 8, from the Start screen, type
c, and then select Control Panel from the list of applications.
Cursor will not move using the arrow keys on the keypad.
Cause Solution
The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you
want to use the arrow keys on the keypad. You can also disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
affect the external speakers).
2. Make sure the external speakers are properly connected
and powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause Solution
Smart Cover Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause Solution
Processor is too hot. 1. Make sure airflow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
60 Chapter 7 Troubleshooting without diagnostics
Table 7-1 Solving General Problems (continued)
Poor performance.
Cause Solution
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
Low on memory. Add more memory.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. In Windows 8:
Some software applications, especially games, are stressful on
the graphics subsystem.
hard drive.
Restart the computer.
1. On the Start screen, right-click, and then select the All apps
icon.
2. Under Windows System, click Run.
3. Type msconfig, and then press Enter.
4. On the Startup tab of the System Configuration Utility, clear
applications that you do not want to launch automatically,
and the click OK.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the
system board header.
3. If fan a plugged in and not spinning, replace it.
Solving general problems 61
System does not power on and the LEDs on the front of the computer are not flashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns green, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is off, then replace
the power supply.
6. Replace the system board.
62 Chapter 7 Troubleshooting without diagnostics
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Table 7-2 Solving Power Problems
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Power supply will not turn on because of internal power supply
fault.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times.
(Beeps stop after fifth iteration but LEDs continue flashing.)
Select the proper AC voltage using the selector switch.
Replace the power supply.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the
system board header.
3. If fan a plugged in and not spinning, replace it.
Cause Solution
Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage
selector, located on the rear of the power supply (some
models), is set to the appropriate voltage. Proper voltage
setting depends on your region.
2. Open the access panel and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power off and replace one device at a time and
repeat this procedure until failure occurs. Replace the
device that is causing the failure. Continue adding devices
one at a time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
The incorrect external power supply adapter is being used on the
All-in One or USDT.
The power supply adapter must be at the correct power rating
and use the Smart ID technology before the system will power up.
Replace the power supply adapter with the HP-supplied power
supply adapter.
Solving power problems 63
Solving hard drive problems
Table 7-3 Solving Hard Drive Problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 8, on the Start screen type e, and then select
Disk transaction problem.
Cause Solution
File Explorer from the list of applications. In the left
column, expand Computer, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Either the directory structure is bad or there is a problem with a
file.
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
In Windows 8, on the Start screen type e, and then click File
Explorer from the list of applications. In the left column, expand
Computer, right-click on a drive, select Properties, and then
select the Tools tab. Under Error checking click Check.
See reconfiguration directions in the
installation problems on page 75 section. If the system still
does not recognize the new device, check to see if the device is
listed within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
Power-On Options.
Solving hardware
Nonsystem disk/NTLDR missing message.
Cause Solution
The system is trying to start from the hard drive but the hard
drive may have been damaged.
System files missing or not properly installed. 1. Insert bootable media and restart the computer.
64 Chapter 7 Troubleshooting without diagnostics
▲
Perform Drive Protection System (DPS) testing in system
ROM.
Table 7-3 Solving Hard Drive Problems (continued)
Nonsystem disk/NTLDR missing message.
Cause Solution
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system files for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in
the Storage > Boot Order list.
Bootable hard drive is not attached as first in a multi-hard drive
configuration.
Bootable hard drive is not listed first in the Boot Order. Run the Computer Setup utility and select Storage > Boot Order
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Hard Drive's “Emulation Type” is set to “None.” (some models) Run the Computer Setup utility and change the “Emulation Type”
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
and ensure the bootable hard drive is listed immediately under
the Hard Drive entry.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.
Storage > Boot Order.
to “Hard Disk” in the device's details under Storage > Device
Configuration.
beeps are heard. See Appendix A,
on page 94 to determine possible causes for the blinking red
and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
POST Error Messages
Computer seems to be locked up.
Cause Solution
Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn off the power. To restart the computer, press the
power button again.
Solving hard drive problems 65
Solving media card reader problems
Table 7-4 Solving Media Card Reader Problems
Media card will not work in a digital camera after formatting it in Windows.
Cause Solution
By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.
A write-protected or locked error occurs when attempting to write to the media card.
Cause Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.
Can not write to the media card.
Cause Solution
The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.
Either format the media card in the digital camera or select FAT
file system to format the media card in a computer with Windows.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located on
the bottom of the Memory Stick/PRO card is not in the locked
position.
to see if it writable. Refer to the previous section for a list of
compatible cards.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located on
the bottom of the Memory Stick/PRO card is not in the locked
position.
Unable to access data on the media card after inserting it into a slot.
Cause Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Do not know how to remove a media card correctly.
Cause Solution
The computer’s software is used to safely eject the card. In Windows 8, on the Start screen, type e, and then click File
66 Chapter 7 Troubleshooting without diagnostics
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
Explorer from the list of applications. Expand Computer, rightclick on the corresponding drive icon, and then select Eject. Pull
the card out of the slot.
NOTE: Never remove the card when the green LED is flashing
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the first time.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause Solution
The inserted media card has boot capability. 1. If you do not want to boot from the media card, remove it
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Table 7-5 Solving Display Problems
Blank screen (no video).
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
during boot or do not select the option to boot from the
inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify the
boot menu.
3. Change the boot sequence in F10 Computer Setup.
Cause Solution
Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
Bad monitor. Try a different monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer and
You may have a screen blanking utility installed or energy saver
features are enabled.
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
You are using a fixed-sync monitor and it will not sync at the
resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the
to the electrical outlet.
Press any key or click the mouse button and type your password
(if set).
Reflash the system ROM with the latest BIOS image.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the computer
Solving display problems 67
Table 7-5 Solving Display Problems (continued)
Blank screen (no video).
Cause Solution
Monitor settings in the computer are not compatible with the
monitor.
Monitor is configured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer
beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Pre-video memory error. 1. Reseat DIMMs. Power on the system.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 8, from the Start
screen, type c, and then select Control Panel from the list
of applications.
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
68 Chapter 7 Troubleshooting without diagnostics
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
Cables are not properly connected. Check that the graphics cable is securely connected to the
Blurry video or requested resolution cannot be set.
Cause Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Monitor is not capable of displaying requested resolution. Change requested resolution.
Graphics card is bad. Replace the graphics card.
Disable monitor energy saver feature.
graphics card (if applicable) or video connector and the monitor.
Install the video drivers included in the upgrade kit.
The picture is broken up, rolls, jitters, or flashes.
Cause Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came with
Image is not centered.
Cause Solution
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with
each other’s electromagnetic field by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
the monitor for instructions.
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
Solving display problems 69
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is off while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
High pitched noise coming from inside a flat panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Restart the computer and enter Safe Mode. Change the settings
to a supported setting then restart the computer so that the new
settings take effect.
To enter Safe Mode in Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then under
Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options, select
Startup Settings, and then click Restart.
4. Use the function keys or number keys to select the safe
mode option you want.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (flat panel monitors using an analog VGA input connection only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card.
70 Chapter 7 Troubleshooting without diagnostics
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist
you with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202:
2. Replace the graphics card.
http://www.hp.com/support
Certain typed symbols do not appear correct.
Cause Solution
The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Table 7-6 Solving Audio Problems
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
symbol. You can copy the symbol from the Character Map into a
document.
In Windows 8, on the Start screen, type ch, and then select
Character Map from the list of applications.
Sound does not come out of the speaker or headphones.
Cause Solution
Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure
that Mute is not selected and use the volume slider to adjust the
volume.
NOTE: In Windows 8, the taskbar is available at the bottom of
the Desktop screen.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security > Device Security >
System Audio.
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently
installed sound card.
Headphones or devices connected to the line-out connector mute
the internal speaker.
Computer is in Sleep state. Press the power button to resume from Sleep state.
See the sound card documentation for proper speaker
connection. The rear audio jack output is the green receptacle.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced
> Device Options > Internal Speaker.
Solving audio problems 71
Table 7-6 Solving Audio Problems (continued)
Sound does not come out of the speaker or headphones.
Cause Solution
The application is set to use a different audio device than
speakers.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a different audio
device as the default output device than what is expected.
Sound from headphones is not clear or muffled.
Cause Solution
Headphones are plugged into the rear audio output connector.
The rear audio output connector is for powered audio devices and
is not designed for headphone use.
Computer appears to be locked up while recording audio.
Cause Solution
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
Set the operating system to use the correct audio device.
Plug the headphones into the headphone connector on the front
of the computer.
The hard disk may be full. Before recording, make sure there is enough free space on the
hard disk. You can also try recording the audio file in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been reconfigured in the audio driver or application
software.
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a different audio device than
speakers.
In the audio driver or application software, reconfigure the jack or
set the jack to its default value.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
72 Chapter 7 Troubleshooting without diagnostics
Table 7-6 Solving Audio Problems (continued)
There is no sound or sound volume is too low.
Cause Solution
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a different audio
device as the default output device than what is expected.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Table 7-7 Solving Printer Problems
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
Set the operating system to use the correct audio device.
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.
Solving printer problems 73
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and refill it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
Table 7-8 Solving Keyboard Problems
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause Solution
If your computer is equipped with USB 3.0 ports, connected USB
3.0 devices can interfere with the wireless keyboard USB receiver.
Keyboard commands and typing are not recognized by the computer.
Cause Solution
Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Cursor will not move using the arrow keys on the keypad.
Connect the wireless keyboard USB receiver to a USB 2.0 port that
is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
the computer, and then restart the computer.
computer.
CAUTION: When attempting to resume from Sleep date, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Cause Solution
The Num Lock key is on. Press the Num Lock key. The Num Lock light should be off if you
74 Chapter 7 Troubleshooting without diagnostics
want to use the arrow keys on the keypad. You can disable or
enable the Num Lock key in Computer Setup at Advanced >
Device Options.
Table 7-9 Solving Mouse Problems
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
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.
Shut down the computer using the keyboard.
Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Use the arrow keys to select Power, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
computer.
components.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause Solution
Mouse roller ball or the rotating encoder shafts that make
contact with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean
the internal components with a mouse cleaning kit available from
most computer stores.
Solving hardware installation problems
You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
configures the computer. If you install a non-plug and play device, you must reconfigure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Solving hardware installation problems 75
Table 7-10 Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause Solution
Device is not seated or connected properly. Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn off the computer, turn on the external device, then turn on
When the system advised you of changes to the configuration,
you did not accept them.
A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
Computer will not start.
Cause Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting
the changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic configuration that does not
cause a resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
is selected for appropriate USB ports under Security > USB
Security.
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
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.
76 Chapter 7 Troubleshooting without diagnostics
NOTE: DIMM1 or XMM1 must always be installed. On all
computers except the USDT, DIMM1 must be installed
before DIMM2, and DIMM3 must be installed before DIMM4.
2. Observe the beeps and LED lights on the front of the
computer. Beeps and flashing LEDs are codes for specific
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
CAUTION: To avoid damage to the DIMMs or the system board,
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
NOTE: DIMM1 or XMM1 must always be installed. On all
computers except the USDT, DIMM1 must be installed
before DIMM2, and DIMM3 must be installed before DIMM4
3. Replace third-party memory with HP memory.
4. Replace the system board.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Graphics card (some models) is not seated properly or is bad, or
system board is bad.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Bad option card. 1. Check each option card by removing the cards one at time (if
Solving network problems
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system board.
multiple cards), then power on the system to see if fault
goes away.
2. Once bad card is identified, remove and replace bad option
card.
3. Replace the system board.
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
Table 7-11 Solving Network Problems
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Maximum Power Saving feature is enabled. Disable the S5 Maximum Power Saving option in Computer Setup.
Select Power > Hardware Power Management > S5 Maximum
Power Savings.
Solving network problems 77
Table 7-11 Solving Network Problems (continued)
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup. Select
Advanced > Device Options > S5 Wake on LAN.
Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 8:
1. From the Start screen, type c, and then select Control Panel
from the list of applications.
2. Select Network and Sharing Center, and then click the
Ethernet link next to the connection.
3. Click the Properties button.
4. Click the Configure button.
5. Click the Power Management tab, then enable the
appropriate Wake-on LAN option.
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Incorrect network driver. Check the network controller documentation for the correct
driver or obtain the latest driver from the manufacturer’s Web
site.
Network status link light never flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause Solution
No active network is detected. Check cabling and network equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 8, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
78 Chapter 7 Troubleshooting without diagnostics
Table 7-11 Solving Network Problems (continued)
Network status link light never flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause Solution
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable auto-sensing capabilities and force the system into the
correct operating mode.
Diagnostics reports a failure.
Cause Solution
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of
the cable.
Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource
The network controller is defective. Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause Solution
Network drivers are not loaded, or driver parameters do not
match current configuration.
The network controller is not configured for this computer. Select the Network and Sharing Center icon in the Control Panel
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
Ensure that the cable and device at the other end are operating
correctly.
settings for the board.
Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
and configure the network controller.
To access Control Panel in Windows 8, from the Start screen, type
c, and then select Control Panel.
Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the resource
settings for the board.
Solving network problems 79
Table 7-11 Solving Network Problems (continued)
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and
conflicts with the embedded NIC.
Network controller stops working without apparent cause.
Cause Solution
The files containing the network drivers are corrupted. Reinstall the network drivers using Windows recovery tools in
The cable is not securely connected. Ensure that the cable is securely attached to the network
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industrystandard specifications.
Under the Computer Setup Advanced menu, change the resource
settings for the board.
Windows 8.
If necessary, download the softpaq from the web (from a
different computer).
connector and that the other end of the cable is securely attached
to the correct device.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
80 Chapter 7 Troubleshooting without diagnostics
that the Remote System Installation Server contains the NIC
drivers for your NIC.
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.
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled.
The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
Table 7-12 Solving Memory Problems
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly
Integrated graphics may use system memory. No action required.
socket on the system board. This socket must be populated with
a memory module.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
requirements.
and that proper modules are used.
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
Delete any TSRs that you do not need.
memory to the computer.
Solving memory problems 81
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
Solving processor problems
If you encounter processor problems, common causes and solutions are listed in the following table.
Table 7-13 Solving Processor Problems
Poor performance is experienced.
Cause Solution
Processor is hot. 1. Make sure the airflow to the computer is not blocked.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
2. Make sure the fans are connected and working properly
(some fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Power LED flashes Red three times, once every second, followed by a two second pause.
Cause Solution
Processor is not seated properly or not installed. 1. Check to see that the processor is present.
2. Reseat the processor.
Power LED flashes Red eleven times, once every second, followed by a two second pause.
Cause Solution
The current processor does not support a feature previously
enabled on this system.
1. Install a TXT (Trusted Execution Technology) capable
processor.
2. Disable TXT in the Computer Setup (F10) utility.
3. Reinstall the original processor.
82 Chapter 7 Troubleshooting without diagnostics
Solving CD-ROM and DVD problems
If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following
table or to the documentation that came with the optional device.
Table 7-14 Solving CD-ROM and DVD Problems
System will not boot from CD-ROM or DVD drive.
Cause Solution
The device is attached to a SATA port that has been hidden in the
Computer Setup utility.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in
Non-bootable CD in drive. Try a bootable CD in the drive.
Boot order not correct. Run the Computer Setup utility and change boot sequence in
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
media in Storage > Storage Options. Ensure CD-ROM is enabled
in Storage > Boot Order.
Security > Network Boot.
Storage > Boot Order.
See reconfiguration directions in the
installation problems on page 75 section. If the system still does
not recognize the new device, check to see if the device is listed
within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
Solving hardware
The device is attached to a SATA port that has been hidden in
Computer Setup.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause Solution
Drive is not connected properly or not properly configured. See the documentation that came with the optional device.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Security > Device Security.
Power-On Options.
Solving CD-ROM and DVD problems 83
Movie will not play in the DVD drive.
Cause Solution
Movie may be regionalized for a different country. See the documentation that came with the DVD drive.
Decoder software is not installed. Install decoder software.
Damaged media. Replace media.
Movie rating locked out by parental lock. Use DVD software to remove parental lock.
Media installed upside down. Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause Solution
Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the
emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause Solution
Media is corrupt. Try different media to confirm whether media is valid.
Media has been inserted upside down. Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most
Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.
Recording or copying CDs is difficult or impossible.
Cause Solution
Wrong or poor quality media type. 1. Try using a slower speed when recording.
Wait at least 30 seconds to let the DVD-ROM drive determine the
type of media being played. If the disc still does not start, read
the other solutions listed for this topic.
computer stores.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
2. Restart the computer and let Windows detect the CD or DVD
driver.
2. Verify that you are using the correct media for the drive.
84 Chapter 7 Troubleshooting without diagnostics
3. Try a different brand of media. Quality varies widely
between manufacturers.
Solving USB flash drive problems
If you encounter USB flash drive problems, common causes and solutions are listed in the following table.
Table 7-15 Solving USB Flash Drive Problems
USB flash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before
System will not boot from USB flash drive.
Cause Solution
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
The computer boots to DOS after making a bootable flash drive.
Cause Solution
Flash drive is bootable. Install the flash drive only after the operating system boots.
Flash drive is defective. Try a different flash drive.
Run the Computer Setup utility and enable USB ports in
Security > USB Security.
applying power to the system
Storage > Boot Order.
media in Storage > Storage Options. Ensure USB is enabled in
Storage > Boot Order.
Solving front panel component problems
If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
Device is not properly connected. 1. Turn off the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
Solving USB flash drive problems 85
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
The device does not have power. If the USB device requires AC power, be sure one end is connected
The correct device driver is not installed. 1. Install the correct driver for the device.
The cable from the device to the computer does not work. 1. If possible, replace the cable.
The device is not working. 1. Replace the device.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that the USB ports are
Solving internet access problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the
common causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
to the device and one end is connected to a live outlet.
2. You might need to reboot the computer.
2. Restart the computer.
2. Restart the computer.
set to Enabled in Security > USB Security.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
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 8:
1. From the Start screen, type c, and then select Control Panel
from the list of applications..
2. Click Internet Options.
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
86 Chapter 7 Troubleshooting without diagnostics
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.
●
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 8, 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.
POST Error Messages on page 94 to determine
Solving software problems 87
“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
Contacting customer support
For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit
http://www.hp.com.
NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember
to provide the setup and power-on passwords if they are set.
Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical
assistance.
Verify that the software is certified by Microsoft for your version
of Windows (see program packaging for this information).
computer.
88 Chapter 7 Troubleshooting without diagnostics
8 HP PC Hardware Diagnostics
To help troubleshoot and diagnose failures, use the UEFI-based hardware diagnostic solution that HP
includes on all products. This tool can even be used if the computer will not boot to the operating system.
Why run HP PC Hardware Diagnostics – UEFI
The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite the
support process when issues are found. The tools save time by pinpointing the component that needs to be
replaced.
●
Isolate true hardware failures: The diagnostics run outside of the operating system so they effectively
isolate hardware failures from issues that may be caused by the operating system or other software
components.
●
Failure ID: When a failure is detected that requires hardware replacement, a 24-digit Failure ID is
generated. This ID can then be provided to the call agent, who will either schedule support or provide
replacement parts.
How to access and run HP PC Hardware Diagnostics - UEFI
To access the UEFI diagnostics:
1. Restart or turn on the computer and quickly press F2.
After pressing F2, the BIOS sequentially searches three places for the system diagnostics:
a. First – a connected USB drive (to download the diagnostics tools to a USB drive, see the
instructions in
b. Second – the hard disk drive.
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions
NOTE: If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device on page 89).
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device
NOTE: Instructions for downloading HP PC Hardware Diagnostics (UEFI) are provided in English only.
There are two options to download HP PC Hardward Diagnostics to USB device.
Option 1: HP PC Diagnostics homepage–Provides access to the latest UEFI version
1. Go to
2. Click the UEFI Dowload link, and then select Run.
Option 2: Support and Drivers pages–Provides downloads for a specific product for earlier and later
versions.
http://www.hp.com/go/techcenter/pcdiags.
Why run HP PC Hardware Diagnostics – UEFI 89
1. Go to http://www.hp.com.
2. Point to Support, located at the top of the page, and then click Download Drivers.
3. In the text box, enter the product name, and then click Go.
– or –
Click Find Now to let HP automatically detect your product.
4. Select your computer model, and then select your operating system.
5. In the Diagnostic section, click HP UEFI Support Environment.
6. Click Download, and then select Run.
90 Chapter 8 HP PC Hardware Diagnostics
9 Backup and Recovery
Backup and recovery in Windows 8
To protect your information, use Windows Backup and Restore to back up individual files and folders, back up
your entire hard drive, create system repair media, or create system restore points. In case of system failure,
you can use the backup files to restore the contents of your computer.
From the Start screen, type restore, click Settings, and then select from the list of displayed options.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Help and Support. From the Start screen, type h, and then select Help and Support.
In case of system instability, HP recommends that you print the recovery procedures and save them for later
use.
NOTE: Windows includes the User Account Control feature to improve the security of your computer. You
may be prompted for your permission or password for tasks such as installing software, running utilities, or
changing Windows settings. Refer to Help and Support for more information. From the Start screen, type h,
and then select Help and Support.
Backing up your information
Recovery after a system failure is as good as your most recent backup. You should create system repair
media and your initial backup immediately after initial system setup. As you add new software and data files,
you should continue to back up your system on a regular basis to maintain a reasonably current backup. The
system repair media is used to start up (boot) the computer and repair the operating system in case of
system instability or failure. Your initial and subsequent backups allow you to restore your data and settings
if a failure occurs.
Type backup on the Start screen, click Settings, and then select Save backup copies of your files with File
History.
You can back up your information to an optional external hard drive, or a network drive.
Note the following when backing up:
●
Store personal files in the Documents library, and back it up regularly.
●
Back up templates that are stored in their associated programs.
●
Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your
settings. The screen shot can be a time-saver if you have to reset your preferences.
To create a backup using Backup and Restore:
NOTE: Be sure that the computer is connected to AC power before you start the backup process.
NOTE: The backup process may take over an hour, depending on file size and the speed of the computer.
1. From the Start screen, type backup, click Settings, and then select from the list of displayed options.
2. Follow the on-screen instructions to set up your backup, create a system image, or create system repair
media.
Backup and recovery in Windows 8 91
Performing a system recovery
In case of system failure or instability, the computer provides the following tools to recover your files:
●
Windows recovery tools: You can use Windows Backup and Restore to recover information you have
previously backed up. You can also use Windows Automatic Repair to fix problems that might prevent
Windows from starting correctly.
●
f11 recovery tools: You can use the f11 recovery tools to recover your original hard drive image. The
image includes the Windows operating system and software programs installed at the factory.
NOTE: If you are unable to boot (start up) your computer and you cannot use the system repair media you
previously created, you must purchase Windows 8 operating system media to reboot the computer and
repair the operating system. For additional information, see
(purchased separately) on page 93.
Using the Windows recovery tools
To recover information you previously backed up:
▲
From the Start screen, type h, and then select Help and Support.
To recover your information using Automatic Repair, follow these steps:
CAUTION: Some Automatic Repair options will completely erase and reformat the hard drive. For additional
information go to Help and Support. From the Start screen, type h, and then select Help and Support.
1. If possible, back up all personal files.
Using Windows 8 operating system media
2. If possible, check for the presence of the HP Recovery partition and the Windows partition:
From the Start screen, type e, and then click Windows Explorer.
– or –
From the Start screen, type c, and then select Computer.
NOTE: If the Windows partition and the HP Recovery partition are not listed, you must recover your
operating system and programs using the Windows 8 operating system media and the Driver Recovery
media (both purchased separately). For additional information, see
media (purchased separately) on page 93.
3. If the Windows partition and the HP Recovery partition are listed, restart the computer after Windows
has loaded, and then press and hold Shift while clicking Restart.
NOTE: If the computer fails to boot to Windows after several attempts, the system will boot to the
Windows Recovery Environment by default.
4. Select Troubleshoot, select Advanced Options, and then select Automatic Repair.
5. Follow the on-screen instructions.
NOTE: For additional information on recovering information using the Windows tools, perform a search for
these topics in Help and Support. From the Start screen, type h, and then select Help and Support.
Using Windows 8 operating system
92 Chapter 9 Backup and Recovery
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