Maintenance & Service Guide
HP EliteOne 800 G4 23-inch All-in-One Business PC
HP EliteOne 800 G4 23-inch Healthcare Edition All-inOne Business PC
© Copyright 2018 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: June 2018
Document Part Number: L23953-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
About This Book
WARNING! Text set o in this manner indicates that failure to follow directions could result in bodily harm or
loss of life.
CAUTION: Text set o in this manner indicates that failure to follow directions could result in damage to
equipment or loss of information.
NOTE: Text set o in this manner provides important supplemental information.
iii
iv About This Book
Table of contents
1 Product features ........................................................................................................................................... 1
Overview ................................................................................................................................................................ 1
HP EliteOne 800 G4 front components .................................................................................................................. 1
HP EliteOne 800 G4 Healthcare front components ............................................................................................... 2
Top components .................................................................................................................................................... 2
Infrared (IR) webcam (optional) .......................................................................................................... 2
Full High Denition (FHD) webcam (optional) ..................................................................................... 3
Side components ................................................................................................................................................... 3
Rear components ................................................................................................................................................... 4
Bottom components .............................................................................................................................................. 4
Labels ..................................................................................................................................................................... 5
2 Illustrated parts catalog ................................................................................................................................ 6
System parts .......................................................................................................................................................... 6
Misc plastic parts ................................................................................................................................................... 7
Boards .................................................................................................................................................................... 8
Mass storage devices ............................................................................................................................................. 9
Processors and memory modules ....................................................................................................................... 10
Cables and adapters ............................................................................................................................................ 10
Keyboards and mice ............................................................................................................................................. 11
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 12
Operating guidelines and routine care ................................................................................................................ 12
Service considerations ......................................................................................................................................... 13
Tools and software requirements ..................................................................................................... 13
Screws ............................................................................................................................................... 14
Cables and connectors ...................................................................................................................... 14
Hard drives ........................................................................................................................................ 14
Lithium coin cell battery .................................................................................................................... 14
Electrostatic discharge information .................................................................................................................... 15
Generating static ............................................................................................................................... 15
Preventing electrostatic damage to equipment ............................................................................... 15
Personal grounding methods and equipment .................................................................................. 16
Grounding the work area ................................................................................................................... 16
Recommended materials and equipment ........................................................................................ 16
Cable management .............................................................................................................................................. 17
v
4 Removal and Replacement Procedures .......................................................................................................... 18
Preparing to disassemble the computer ............................................................................................................. 18
Removing the rear port cover .............................................................................................................................. 18
Stands .................................................................................................................................................................. 19
Recline stand ..................................................................................................................................... 19
Adjustable height stand .................................................................................................................... 19
Access panel ......................................................................................................................................................... 20
Locating internal components ............................................................................................................................ 21
Hard drive ............................................................................................................................................................. 22
Optical drive ......................................................................................................................................................... 23
M.2 solid-state drive ............................................................................................................................................ 25
Memory ................................................................................................................................................................ 26
Battery ................................................................................................................................................................. 28
WLAN module ...................................................................................................................................................... 29
Power button and ngerprint reader boards ...................................................................................................... 30
RFID board ............................................................................................................................................................ 32
Heat sink .............................................................................................................................................................. 33
Processor ............................................................................................................................................................. 34
Webcam module .................................................................................................................................................. 35
VESA mounting bracket/fan assembly ................................................................................................................ 38
Power supply ....................................................................................................................................................... 40
Rear I/O cover ....................................................................................................................................................... 42
I/O bracket ............................................................................................................................................................ 43
Hard drive cage .................................................................................................................................................... 44
System board ....................................................................................................................................................... 45
System board callouts ......................................................................................................................................... 48
Audio board .......................................................................................................................................................... 49
Speakers .............................................................................................................................................................. 50
Display panel ....................................................................................................................................................... 51
Antennas .............................................................................................................................................................. 54
5 Computer Setup (F10) Utility ........................................................................................................................ 56
Computer Setup (F10) Utilities ............................................................................................................................ 56
Using Computer Setup (F10) Utilities ................................................................................................ 56
Computer Setup–Main ....................................................................................................................... 58
Computer Setup—Security ............................................................................................................... 60
Computer Setup—Advanced ............................................................................................................. 64
Recovering the conguration settings ................................................................................................................ 69
vi
6 Using HP PC Hardware Diagnostics ................................................................................................................ 70
Using HP PC Hardware Diagnostics Windows (select products only) ................................................................. 70
Downloading HP PC Hardware Diagnostics Windows ....................................................................... 70
Downloading the latest HP PC Hardware Diagnostics Windows version ....................... 71
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ..................................................................................................... 71
Installing HP PC Hardware Diagnostics Windows ............................................................................. 71
Using HP PC Hardware Diagnostics UEFI ............................................................................................................. 71
Starting HP PC Hardware Diagnostics UEFI ....................................................................................... 72
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive .............................................. 72
Downloading the latest HP PC Hardware Diagnostics UEFI version .............................. 72
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ..................................................................................................... 72
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ............................................. 73
Downloading Remote HP PC Hardware Diagnostics UEFI ................................................................. 73
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ................. 73
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
number ............................................................................................................................ 73
Customizing Remote HP PC Hardware Diagnostics UEFI settings .................................................... 73
7 Troubleshooting without diagnostics ............................................................................................................ 75
Safety and comfort .............................................................................................................................................. 75
Before you call for technical support .................................................................................................................. 75
Helpful hints ........................................................................................................................................................ 76
Solving general problems .................................................................................................................................... 77
Solving power problems ...................................................................................................................................... 80
Solving hard drive problems ................................................................................................................................ 81
Solving audio problems ....................................................................................................................................... 83
Solving printer problems ..................................................................................................................................... 84
Solving keyboard and mouse problems .............................................................................................................. 85
Solving hardware installation problems ............................................................................................................. 86
Solving network problems .................................................................................................................................. 87
Solving memory problems .................................................................................................................................. 89
Solving USB ash drive problems ........................................................................................................................ 91
Solving Internet access problems ....................................................................................................................... 91
Solving software problems .................................................................................................................................. 92
8 Backing up, restoring, and recovering ........................................................................................................... 94
Using Windows tools ........................................................................................................................................... 94
Creating HP Recovery media (select products only) ........................................................................................... 94
Using HP Recovery Manager to create recovery media .................................................................... 95
vii
Before you begin ............................................................................................................. 95
Creating the recovery media ........................................................................................... 95
Using the HP Cloud Recovery Download Tool to create recovery media .......................................... 96
Restoring and recovery ........................................................................................................................................ 96
Restoring, resetting, and refreshing using Windows tools .............................................................. 96
Restoring using HP Recovery Manager and the HP Recovery partition ........................................... 96
Recovering using HP Recovery Manager ........................................................................................... 96
Recovering using the HP Recovery partition (select products only) ................................................ 97
Recovering using HP Recovery media ............................................................................................... 97
Changing the computer boot order ................................................................................................... 98
Removing the HP Recovery partition (select products only) ............................................................ 98
9 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 99
POST numeric codes and text messages ............................................................................................................. 99
Interpreting system validation diagnostic front panel LEDs and audible codes .............................................. 104
10 Password security and resetting CMOS ...................................................................................................... 106
Resetting the password jumper ........................................................................................................................ 106
Clearing and resetting the BIOS ........................................................................................................................ 108
Appendix A Power cord set requirements ....................................................................................................... 109
General requirements ........................................................................................................................................ 109
Japanese power cord requirements .................................................................................................................. 109
Country-specic requirements .......................................................................................................................... 110
Appendix B Statement of memory volatility ................................................................................................... 111
Nonvolatile memory usage ............................................................................................................................... 113
Questions and answers ..................................................................................................................................... 115
Using HP Sure Start (select models only) .......................................................................................................... 116
Appendix C Specications ............................................................................................................................. 117
Index ........................................................................................................................................................... 118
viii
1 Product features
Overview
NOTE: For the latest manuals on this product, go to http://www.hp.com/support. Select Find your product,
and then follow the on-screen instructions.
This product employs electronic labeling for indication of regulatory mark or statement. See Labels
on page 5 for the operation to display.
HP EliteOne 800 G4 front components
Component
1 Webcam
2 Speakers (select products only)
Overview 1
HP EliteOne 800 G4 Healthcare front components
Component Component
1 Webcam 3 Speakers (2)
2 Fingerprint reader (select products only) 4 Radio Frequency identication (RFID) tapping area and
antenna* (select models only)
*The antenna is not visible from the outside of the computer. For optimal transmission, keep the area immediately around the antenna
free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
▲ Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲ Select the Start button, select HP, and then select HP Documentation.
Top components
Infrared (IR) webcam (optional)
Component Component
Front View
1 Webcam light 4 IR webcam
2 IR light 5 Rear webcam adjustment wheel
3 Full High Denition (FHD) webcam
Top view
6 Digital microphones
Rear view
7 Webcam light 8 FHD webcam
2 Chapter 1 Product features
Full High Denition (FHD) webcam (optional)
Component
Front view
1 Webcam light
2 FHD webcam
Top view
3 Digital microphones
Side components
Component Component
1 Optical disc drive (optional) 4 Audio-out (headphone)/Audio-in (microphone) combo jack
2 Optical disc drive light (select products only) 5 Audio-out (headphone) jack
3 Optical disc drive eject button (optional) 6 Fingerprint reader (select products only)
Side components 3
Rear components
Component Component
1 DisplayPort 6 USB 3.1 Type-A ports (2)
2 HDMI port 7 Stereo audio-out jack
3 USB 3.1 Type-A ports (2) 8 Security lock screws
4 Power connector 9 Stand release
5 RJ-45 (network) jack 10 Security cable slot
Bottom components
Component Component
1 USB 3.1 Type-A port 4 USB 3.1 Type-C port
2 USB 3.1 Type-A (charging) port 5 Hard drive activity light
3 SD card reader 6 Power button
4 Chapter 1 Product features
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: All labels described in this section will be located under the stand or axed to the bottom of
the computer.
1. Microsoft® Certicate of Authenticity label. Contains the Windows Product Key. You may need the
Product Key to update or troubleshoot the operating system.
2. Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Component
(1) Serial number
(2) Product number
(3) Warranty period
3. Serial number label
Labels 5
2 Illustrated parts catalog
Component appearance may vary depending on model.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
System parts
Item Description
(1) Middle frame (heatthcare models and standard models use dierent spare part kits)
(2) Blower (Fan)
(3) Speakers (heatthcare models and standard models use dierent spare part kits)
(4) Adjustable Height Stand
(5) Recline Stand
(6) Heat sink
(7) Power supply, 180 W
(8) Camera, pop-up (HD and IR)
(9) VESA/fan bracket
(10) I/O bracket
6 Chapter 2 Illustrated parts catalog
Item Description
*
*
*
*
I/O holder (for use in healthcare models)
I/O door (for use in healthcare models)
Display cable
Display panel kit
Non-touch for use in healthcare models
Non-touch with RFID for use in healthcare models
Non-touch for use in non-healthcare models
Touch for use in non-healthcare models
*
not illustrated
Misc plastic parts
NOTE: Healthcare models exterior plastic parts are white.
Item Description
(1) Rear cover (main)
(2) Rear I/O cover
(3) Rear port cover
(4) Webcam holder (located under the webcam)
(5) Webcam cover
*
*
*
*
*
not illustrated
Optical drive cover (for use in models without an optical drive)
Card reader cover (for use in models without a card reader)
VESA cover (for use in models with out a stand)
Optical drive bezel
Misc plastic parts 7
Boards
Item Description
(1) System board
(2) Power button board
(3) Audio board
(4) Fingerprint reader board (available only for non-healthcare models)
(5) RFID module (available only for healthcare models)
(5) RFID holder (available only for healthcare models)
*
*
*
Fingerprint scanner (available only for healthcare models)
Fingerprint scanner frame (available only for healthcare models)
WLAN modules (not illustrated)
Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (vPro)
Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (non-vPro)
Realtek RTL8821CE 802.11 ac 1x1 WiFi + BT 4.2 Combo Adapter (MU-MIMO supported)
Realtek RTL8822BE 802.11 ac 2x2 WiFi + BT 4.2 Combo Adapter (MU-MIMO supported)
*
not illustrated
8 Chapter 2 Illustrated parts catalog
Mass storage devices
Description
Optical drive
DVD Blu-ray-writer
DVD±RW drive
DVD-ROM drive
Hard drive, 2.5-inch
2 TB, 5400 rpm
1 TB, 5400 rpm, hard drive/hybrid SSD drive
1 TB, 7200 rpm
500 GB, 5400 rpm
500 GB, 5400 rpm, hard drive/hybrid SSD drive
500 GB, 7200 rpm hard drive, self-encrypting (SED)
500 GB, 7200 rpm hard drive
500 GB, 5400 rpm hard drive, FIPS
Solid-state drive, SATA-3, 2.5-inch
512-GB solid-state drive, FIPS 140-2
512-GB solid-state drive, self-encrypting (SED)
256-GB solid-state drive, self-encrypting (SED)
256-GB solid-state drive
256-GB solid-state drive, FIPS 140-2
256-GB solid-state drive, TLC
M.2 solid-state drive (NVMe, PCIe)
1-TB solid-state drive, TLC
512-GB solid-state drive, TLC
512-GB solid-state drive
256-GB solid-state drive, TLC
128-GB solid-state drive, TLC
128-GB solid-state drive
Optane memory module, 16 GB
Mass storage devices 9
Processors and memory modules
Description
Intel Processors (include replacement thermal material)
Intel Core i7-8700 (3.6-GHz)
Intel Core i5-8600 (3.5-GHz)
Intel Core i5-8500 (3.4-GHz)
Intel Core i3-8033 (4.1-GHz)
Intel Core i3-8011 (4.0-GHz)
Intel Pentium G5600 (3.7-GHz)
Intel Pentium G5500 (3.6-GHz)
Intel Pentium G5400 (3.5-GHz)
Intel Celeron G4900 (3.0-GHz)
Memory modules (SODIMM; DDR4-2666)
16-GB
8-GB
4-GB
Cables and adapters
Description
Power button singe and combination cables
Single cable for power board only for healthcare models without FIPS
Combo cable for power board and FIPS for healthcare models with FIPS
Combo cable for power board, touch panel, and swipe ngerprint reader for touch models
Combo cable for power board and swipe ngerprint reader for non-touch models
RFID cable (for use only in healthcare models)
Side audio jack cable
AIT touch cable
LVDS (display) cable
Backlight cables
AIO
LGD
INX
SDC
DisplayPort cable, 1.8 m
10 Chapter 2 Illustrated parts catalog
Description
Antennas (wireless, for use with WLAN modules)
USB-C to USB-A hub
Adapters
DisplayPort to DVI
DisplayPort to HDMI 2.0
DisplayPort to VGA
USB to serial port
USB-C to USB 3.0
USB to serial
Keyboards and mice
Description
Keyboard
USB, slim
Wireless with mouse
USB business slim, grey
USB business slim, antimicrobial
Mouse
USB, washable
USB, grey
USB, hardened
USB, antimicrobial
USB, optical
USB, laser
Keyboards and mice 11
3 Routine care, SATA drive guidelines, and
disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
Operating guidelines and routine care
Follow these guidelines to properly set up and care for the computer and monitor:
●
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 in) clearance on all vented sides of
the computer and above the monitor to permit the required airow.
●
Never restrict the airow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airow.
●
Never operate the computer with any of the access panels or any of the expansion card slot covers
removed.
●
Do not stack computers or place computers so near each other that they are subject to each other’s
recirculated or preheated air.
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●
Keep liquids away from the computer and keyboard.
●
Never cover the ventilation slots with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
●
To clean the computer, rst turn o the computer.
–
Disconnect AC power.
–
Disconnect all powered external devices.
–
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign
matter can block the vents and limit the airow.
–
In addition to the standard care guidelines, to clean the healthcare model, use ready-to-use
cleaning wipes that contain any of the following chemical solutions. Start with the display and
nish with any exible cables. Allow the computer to air-dry before use.
IMPORTANT: Spray the cleaner onto a cloth and use the damp cloth to gently wipe the screen
surface. Never spray the cleaner directly on the screen surface. It may run behind the bezel and
damage the electronics.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
IMPORTANT: Do not use cleaners that contain any petroleum based materials such as benzene,
thinner, or any volatile substance to clean the display screen or cabinet. These chemicals may
damage the display.
Recommended cleaning formulas
Benzyl-C12–18–alkyldimethyl ammonium chlorides: <0.1%, quaternary ammonium compounds, C12–14–
alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.1%
Isopropanol: 10–20%, benzyl-C12–18–alkyldimethyl ammonium chlorides: <0.5%, quaternary ammonium compounds,
C12–18–alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.5%
Quaternary ammonium compounds, C12–18–alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.5%, benzyl-C12–18–
alkyldimethyl ammonium chlorides: <0.5%
Isopropyl alcohol: 55%, alkyl dimethyl benzyl ammonium chlorides: 0.25%, alkyl (68% C12, 32% C14) dimethyl
ethylbenzyl ammonium chloride: 0.25%
Isopropanol: 10–20%, ethylene glycol monobutyl ether (2–butoxyethanol): 1–5%, diisobutylphenoxyethoxyethyl
dimethyl benzyl ammonium chloride: 0.1–0.5%
Sodium hypochlorite 0.1–1%
Cellulose: 10–30%, ethyl alcohol: 0.1–1%
Isopropanol: 30–40%, water 60–70%
NOTE: Contact your local HP sales representative for recommended brands of ready-to-use
cleaning wipes which have been tested for cleaning the display.
WARNING!
●
Using cleaning methods or disinfectants that are not approved could damage the device.
●
Do not immerse the device in liquid.
●
Always follow the instructions provided by the cleaning product manufacturer.
●
Do not use petroleum-based cleaning uids, such as acetone.
●
Do not use abrasive cleaning aids or products.
●
Do not expose the device to temperatures above 70° C.
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software requirements
To service the computer, you need the following:
●
Torx T-15 screwdriver
●
Torx T-15 screwdriver with small diameter shank (for certain front bezel removal)
●
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●
Phillips #2 screwdriver
Service considerations 13
●
Diagnostics software
●
Tamper-resistant T-15 wrench
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of dierent lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP
strongly recommends that all screws removed during disassembly be kept with the part that was removed,
then returned to their proper locations.
CAUTION: Metric screws have a black nish. U.S. screws have a silver nish and are used on hard drives only.
CAUTION: As each subassembly is removed from the computer, it should be placed away from the work area
to prevent damage.
Cables and connectors
Most cables used throughout the unit are at, exible 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 o the computer. Do not remove a hard drive while the
computer is on or in standby mode.
●
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector. For more information about preventing electrostatic damage, refer to
Electrostatic discharge information on page 15
●
Do not use excessive force when inserting a drive.
●
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic elds
such as displays 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.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
WARNING! This computer contains a lithium battery. There is a risk of re and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or re, or
expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general
household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.
Electrostatic discharge information
A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be aected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows that:
●
Dierent activities generate dierent amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
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
●
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.
Electrostatic discharge information 15
●
Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
●
Place items on a grounded surface before removing them from their container.
●
Always be properly grounded when touching a sensitive component or assembly.
●
Avoid contact with pins, leads, or circuitry.
●
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●
Wrist straps are exible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and t snugly into the banana plug connector on the grounding mat or workstation.
●
Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive oors or dissipative oor mats, use them on both feet with
a maximum of one-megohm ± 10% resistance between the operator and ground.
Static Shielding Protection Levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
●
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
Turn o power and input signals before inserting and removing connectors or test equipment.
●
Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
●
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
●
Use eld service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Recommended materials and equipment
Materials and equipment that are recommended for use in preventing static electricity include:
1,500
7,500
15,000
●
Antistatic tape
●
Antistatic smocks, aprons, or sleeve protectors
●
Conductive bins and other assembly or soldering aids
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
Conductive foam
●
Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
●
Static-dissipative table or oor mats with hard tie to ground
●
Field service kits
●
Static awareness labels
●
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●
Material handling packages
●
Conductive plastic bags
●
Conductive plastic tubes
●
Conductive tote boxes
●
Opaque shielding bags
●
Transparent metallized shielding bags
●
Transparent shielding tubes
Cable management
Always follow good cable management practices when working inside the computer.
●
Keep cables away from major heat sources like the heat sink.
●
Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not
designed to take excessive pressure on them.
●
Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts
are moved.
●
When folding a at ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.
●
Some at ribbon cables come prefolded. Never change the folds on these cables.
●
Do not bend any cable sharply. A sharp bend can break the internal wires.
●
Always position the cables to lay properly by themselves.
Cable management 17
4 Removal and Replacement Procedures
The following sections provide information about disassembling various components of the computer.
Preparing to disassemble the computer
To avoid injury and equipment damage, always complete the following steps in order, when opening the HP
All-in-One.
1. Remove all media from the computer.
2. Shut down the computer.
3. After the system has completely shut down, disconnect the power adapter from the back of the
computer.
4. If a cable lock is installed on the rear of the unit, remove the lock.
5. Disconnect all other attached cables from the back of the computer.
6. Place the computer face down on a soft at surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the screen surface from scratches or other damage.
WARNING! Beware of sharp edges inside the chassis.
Removing the rear port cover
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. If the security lock screws are secured, use a T15 tamper-resistant Torx security screwdriver to remove
both screws (1).
3. Slide the rear port cover retainer tabs toward each other (2) to release the port cover.
4. Pull the port cover (3) toward the bottom and o the computer.
18 Chapter 4 Removal and Replacement Procedures
Stands
Two stands are available for the computer:
●
Recline stand
●
Adjustable height stand
Recline stand
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover
on page 18.
3. Press the release latch under the stand (1).
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
Adjustable height stand
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover
on page 18.
3. Press the release latch under the stand (1).
Stands 19
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
Access panel
The computer has one main rear access panel that allows access to internal components.
To remove the access panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Pull up the notches of the access panel, and then lift the access panel o the computer.
To replace the access panel, reverse the removal procedures.
20 Chapter 4 Removal and Replacement Procedures
Locating internal components
Component Component
1 Memory modules 3 Hard drive
2 RTC battery 4 Optical disc drive (optional)
Locating internal components 21
Hard drive
The 2.5 inch primary hard drive is installed on the right side of the computer on top of the optical disc drive
(ODD). To locate the hard drive on the system board, see Locating internal components on page 21.
For a list of available hard drives, see Mass storage devices on page 9.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Pull the hard drive latch away from the hard drive to release the drive (1).
6. Slide the hard drive toward the edge of the computer and lift the hard drive out of the drive cage (2).
7. Remove the four mounting screws from the 2.5 inch hard drive. Be sure to keep the screws together with
the blue rubber grommets to use to install a replacement drive.
To install a hard drive, reverse the disassembly instructions.
22 Chapter 4 Removal and Replacement Procedures
Optical drive
The optical disc drive is located under the hard drive on the right side of the computer. To locate the optical
disc drive on the system board, see Locating internal components on page 21.
For a list of available optical drives, see Mass storage devices on page 9.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the hard drive (see Hard drive on page 22).
6. Push and hold the green tab (1) while pushing in the green latch (2) at the back of the optical disc drive
enclosure and slide the drive (3) out of the chassis.
7. Pull the green latch o the optical drive.
Keep this latch to install on the new optical drive.
Optical drive 23
8. Align the three pins on the latch with the holes in the new optical disc drive and press the latch rmly
onto the new drive.
NOTE: You must reuse the latch removed from the old optical disc drive.
9. Align the new optical drive with the opening in the side of the computer. Push the drive in rmly until it
snaps into place.
NOTE: The optical drive can be installed in only one way.
24 Chapter 4 Removal and Replacement Procedures
M.2 solid-state drive
Two M.2 solid-state drive connectors are available on the system board. The connector labeled SSD2 (near
the processor) ts only 22mm x 80mm M.2 solid-state drives. The connector labeled SSD1 (on the right side
of the board) ts both 22mm x 80mm and 22mm x 30mm M.2 solid-state drives.
For a list of available solid-state drives, see Mass storage devices on page 9.
To remove the M.2 solid-state drive:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the Phillips screw (1) that secures the drive to the computer.
6. Pull the drive away to remove it from the socket (2).
To install the solid-state drive, reverse the removal procedures.
M.2 solid-state drive 25
Memory
For a list of available memory modules, see Processors and memory modules on page 10.
For proper system operation, the memory modules must meet the following qualications:
Component Specication
Memory modules 1.2 volt DDR4-SDRAM memory modules
Compliance Unbuered non-ECC DDR4-2667 MHZ–compliant
Pins Industry-standard 260 pins containing the mandatory Joint Electronic Device
Support Support CAS latency DDR4 2667 MHz (15–15–15 timing)
Slots 2
Maximum Memory 16 GB per memory slot, 32 GB total
Supported 4 Gbit and 8 Gbit non-ECC memory technologies single-sided and double-sided SODIMMs
Note The system will not operate properly if you install unsupported SODIMM
EliteOne 800 and ProOne 600
Engineering Council (JEDEC) specication
memory. SODIMMs constructed with x8 and x16 DDR devices are supported; memory
modules constructed with x4 SDRAM are not supported.
HP oers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.
The system will automatically operate in single channel mode, dual channel mode, or ex mode, depending
on how the memory modules are installed. Refer to the following table to identify the memory module
channel locations.
Location System board label Channel
Lower Socket SODIMM1 Channel B
Upper Socket SODIMM3 Channel A
The system will automatically operate in single channel mode, dual channel mode, or ex mode, depending
on how the memory modules are installed.
●
The system will operate in single channel mode if the memory module slots are populated in one
channel only.
●
The system will operate in a higher-performing dual channel mode if the memory capacity of the
memory module in Channel A is equal to the memory capacity of the memory module in Channel B.
●
The system will operate in ex mode if the memory capacity of the memory module in Channel A is not
equal to the memory capacity of the memory module in Channel B. In ex mode, the channel populated
with the least amount of memory describes the total amount of memory assigned to dual channel and
the remainder is assigned to single channel. If one channel will have more memory than the other, the
larger amount should be assigned to channel A.
●
In any mode, the maximum operational speed is determined by the slowest memory module in the
system.
26 Chapter 4 Removal and Replacement Procedures
There are two memory slots on the system board. To remove or install memory modules:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. To remove a memory module, press outward on the two latches on each side of the memory module (1),
then pull the memory module out of the slot (2).
6. Slide the new memory module into the slot at approximately a 30° angle (1), then press the memory
module down (2) so that the latches lock it in place.
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory slot.
7. Reassemble the computer.
The computer automatically recognizes the additional memory when you turn on the computer.
Memory 27
Battery
The battery is located below the processor. The battery that comes with the computer provides power to the
real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed in the
computer. The computer comes with a 3-volt lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of re and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60° C (140º F).
Do not disassemble, crush, puncture, short external contacts, or dispose of in re or water.
Replace the battery only with the HP spare designated for this product.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When the
battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briey touching a
grounded metal object.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall
socket. The lithium battery is only used when the computer is NOT connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the
positive side up(1) . Push the other edge down until the clamp snaps over the other edge of the battery
(2).
6. Reassemble the computer.
28 Chapter 4 Removal and Replacement Procedures
WLAN module
The WLAN module is located on the system board above the memory modules. The WLAN module is secured
with one Phillips screw and has two connected antennas.
For a list of available WLAN modules, see Boards on page 8.
NOTE: The procedure to replace the WLAN module must be performed by an HP technician.
NOTE: WLAN module appearance may vary.
To remove the WLAN module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Disconnect the antenna cables from the module (1).
6. Remove the Phillips screw (2) that secures the module to the computer.
7. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3).
To install the WLAN module, reverse the removal procedures.
When connecting the antennas cables, connect the cable labeled “1” (black sticker) to the AUX “1” connector
on the module and the cable labeled “2” (white sticker) to the MAIN “2” connector on the module.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
WLAN module 29
Power button and ngerprint reader boards
If a ngerprint reader is installed, the power button board and ngerprint reader board are wired together
into one assembly, located at the bottom right of the computer. If the ngerprint reader is not installed, the
power button board can be removed using the steps below.
Healthcare models may include a ngerprint scanner. Standard models may include a swipe ngerprint
reader.
To remove the power button and ngerprint reader boards:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the Torx screw from the power button board bracket (1), and two Phillips screws from the
ngerprint reader board (2).
6. Lift the boards from the computer.
30 Chapter 4 Removal and Replacement Procedures
7. If necessary, disconnect the cables from each board.
8. If necessary, remove the Phillips screw that secures the power button board to the bracket, and then
remove the board from the bracket.
To install the power button and ngerprint reader boards, reverse the removal procedures.
Power button and ngerprint reader boards 31
RFID board
An RFID board may be included with healthcare models. It is located near the bottom of the chassis.
To remove the RFID board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Disconnect the cables from the board, remove the two Phillips screw that secure the board, and then
remove the board from the computer.
To install the RFID board, reverse the removal procedures.
32 Chapter 4 Removal and Replacement Procedures
Heat sink
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5.
6. Remove the non-captive Torx screws from the brackets at the top of the heat sink (2).
7. Lift the heat sink out of the computer (3).
In the order indicated on the heat sink, loosen the silver captive Torx screws (2).
In the order indicated on the heat sink, loosen the captive Torx screws (1) from the heat sink component
that services the processor.
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the
downward forces on the processor. This is especially important as the pins on the socket are very fragile
and any damage to them may require replacing the system board.
CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease
on the surface of the processor or the heat sink.
To replace the heat sink, reverse the removal procedures.
Heat sink 33
Processor
For a list of available processors, see Processors and memory modules on page 10.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the heat sink (see Heat sink on page 33).
6. Rotate the locking lever to its full open position (1).
7. Raise and rotate the microprocessor retainer to its fully open position (2), and then carefully lift the
processor from the socket (3).
CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling
them could cause irreparable damage. Once pins are damaged it may be necessary to replace the
system board.
The heat sink must be installed within 24 hours of installing the processor to prevent damage to the
processor’s solder connections.
NOTE: After installing a new processor onto the system board, always update the system ROM to ensure
that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the
Web at: http://www.hp.com.
34 Chapter 4 Removal and Replacement Procedures
Webcam module
The webcam is located at the top of the computer, under a plastic shield. The top heat sink screws also secure
the webcam plastic shield.
To remove the webcam module:
NOTE: Webcam appearance may vary.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. If a discrete heat sink is installed, remove the VESA mounting bracket/fan assembly (see VESA mounting
bracket/fan assembly on page 38).
6. Remove the heat sink (see Heat sink on page 33).
7. To remove the webcam plastic shield, remove the two Torx screws (1), and then remove the webcam
shield from the computer (2).
8. Remove the two Phillips screws (1) that secure the webcam assembly to the computer.
9. Disconnect the webcam cable from the system board (2).
Webcam module 35
10. Remove the webcam cable from the routing path in the webcam bracket and the clips built into the
computer (3).
NOTE: The webcam is white on healthcare models.
11. Remove the webcam assembly from the computer.
12. If you need to remove the webcam bracket, remove the VESA bracket/fan assembly (VESA mounting
bracket/fan assembly on page 38), and then remove the four Torx screws (1) that secure the webcam
bracket to the computer.
36 Chapter 4 Removal and Replacement Procedures
13. Remove the webcam bracket from the computer (2).
To install the webcam assembly and associated parts, reverse the removal procedures.
Webcam module 37
VESA mounting bracket/fan assembly
The VESA mounting bracket/fan assembly is located under the stand.
To remove the VESA mounting bracket/fan assembly:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the ve Torx screws that secure the assembly to the computer.
6. Disconnect the fan cable from the system board (2).
7. Lift the assembly o the computer.
38 Chapter 4 Removal and Replacement Procedures
8. If it is necessary to remove the fan from the bracket, remove the four Torx screws that secure the fan to
the bracket.
9. Separate the fan from the bracket.
To replace the VESA mounting bracket/fan assembly, reverse the removal procedures.
VESA mounting bracket/fan assembly 39
Power supply
The power supply is located in the upper left side of the computer.
To remove the power supply:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the VESA mounting bracket/fan assembly (see VESA mounting bracket/fan assembly
on page 38).
6. Remove the three Torx screws (1) that secure the power supply to the computer.
7. Disconnect the power supply cable from the system board connector (2).
8. Lift the power connector from its housing in the I/O bracket (3).
9. Remove the power cable from the clips built into the computer (4).
40 Chapter 4 Removal and Replacement Procedures
10. Remove the power supply from the computer.
To install the power supply, reverse the removal procedures.
Make note of the foam strips that must be installed under the power supply, as shown in the following image.
Power supply 41
Rear I/O cover
The rear I/O cover is located at the bottom of the computer below the VESA bracket/fan assembly. It is
secured with two screws.
To remove the rear I/O cover:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the I/O bracket secured to the system board (see callout 2 in System board on page 45).
6. Remove the two Torx screws (1) that secure the cover to the computer.
7. Remove the rear I/O cover from the computer (2).
NOTE: The rear I/O cover is white on healthcare models.
System board appearance may vary.
To install the bottom I/O cover, reverse the removal procedures.
42 Chapter 4 Removal and Replacement Procedures
I/O bracket
The I/O bracket is located under the plastic rear I/O cover. It is secured with ve Torx screws, one of which is
under the power connector.
To remove the I/O bracket:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the access panel (see Access panel on page 20).
3. Remove the rear port cover (see Removing the rear port cover on page 18).
4. Remove the stand (see Stands on page 19).
5. Remove the access panel (see Access panel on page 20).
6. Remove the rear I/O cover (see Rear I/O cover on page 42).
7. Remove the power connector from its mounting location on the I/O bracket (see step 3 in Power supply
on page 40).
8. Remove the ve Torx screws that secure the I/O bracket to the computer.
9. Lift the I/O bracket from the computer.
To replace the I/O bracket, reverse the removal procedures.
I/O bracket 43
Hard drive cage
The hard drive cage is located under the hard drive. It is secured with one Torx screw.
To remove the hard drive cage:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the access panel (see Access panel on page 20).
3. Remove the rear port cover (see Removing the rear port cover on page 18).
4. Remove the stand (see Stands on page 19).
5. Remove the access panel (see Access panel on page 20).
6. Remove the Torx screw (1) that secures the hard drive cage to the computer.
7. Remove the power supply cable from the clips around the hard drive cage (2).
8. Slide the hard drive cage away from the system board to disengage it from the clips, and then lift the
hard drive cage from the chassis (3).
To replace the hard drive cage, reverse the removal procedures.
44 Chapter 4 Removal and Replacement Procedures
System board
The system board is secured with nine Torx screws.
To remove the system board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the memory modules (see Memory on page 26).
6. Remove the M.2 solid-state drive (see M.2 solid-state drive on page 25).
7. Remove the WLAN module (see WLAN module on page 29).
8. Remove the VESA bracket/fan assembly (see VESA mounting bracket/fan assembly on page 38.
9. Remove the heat sink (see Heat sink on page 33).
10. Remove the processor (see Processor on page 34.
11. Remove the hard drive cage (see Hard drive cage on page 44.
12. Remove the I/O bracket (see I/O bracket on page 43.
13. Remove the rear I/O cover (see Rear I/O cover on page 42.
System board 45
14. Disconnect all cables from the system board, noting their location for reinstallation:
(1): Camera cable
(2): Power supply cable
(3): Front audio cable
(4): Speaker cable
(5): Front panel cable
(6): Converter cable
(7): LVDS (display) cable
15. In the order printed on the system board, remove the nine Torx screws (1)-(9) that secure the system
board to the computer.
16. Lift the system board up and out of the computer.
46 Chapter 4 Removal and Replacement Procedures
To install the system board, reverse the removal procedures. Be sure to replace the screws in the order
indicated on the system board.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the aected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the display light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Main > Set Machine Unique Data.
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the elds listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System 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 identier assigned to the computer. Support
Feature Byte Enter the Feature Byte string. The feature byte string is case sensitive.
The label includes spaces after every four characters. You can enter or ignore these
spaces – their only purpose is to help with data entry. There is a character
limitation of 40 bytes per line. When you reach this limit, go to the next line to
continue data entry. BIOS ignores the spaces and lines.
If you make an error during data entry, the data will not validate, and the computer
asks you to correct your data input.
Build ID The Build ID of the unit. Flexbuild
Flexbuild
System board 47
System board callouts
Sys Bd Label Color Component Sys Bd Label Color Component
CMOS Yellow Reset CMOS BAT Black RTC battery
HDD FAN Black Hard drive fan RFID White RFID connector
2D WCAM White Webcam connector CPUFAN White Fan connector
PSWD Blue Clear system passwords SSD2 Black M.2 SSD drive
PROCESSOR Silver Processor socket PB Black
PSU Black Main power connector LVDS Black Display connector
ODD Black Optical drive connector DIMM3 Black Memory module
HDD Black Hard drive connector DIMM1 Black Memory module
SSD1 Black M.2 SSD drive BACKLIGHT Black Backlight cable
F_AUDIO White Front audio WIRELESS Black WLAN module connector
SPKR Black Speaker
Power button
48 Chapter 4 Removal and Replacement Procedures
Audio board
The audio board is located on the bottom corner of the computer. It is secured with one Torx screw.
To remove the audio board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the access panel (see Access panel on page 20).
3. Remove the rear port cover (see Removing the rear port cover on page 18).
4. Remove the stand (see Stands on page 19).
5. Remove the access panel (see Access panel on page 20).
6. Disconnect the cable from the audio board (1)
7. Remove the Torx screw (2) that secures the audio board to the computer.
8. Lift the audio board out of the computer.
To replace the audio board, reverse the removal procedures.
Audio board 49
Speakers
IMPORTANT: Healthcare models and standard models use dierent speaker spare part kits.
The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx
screws.
To remove the speakers:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the rear I/O cover (see Rear I/O cover on page 42).
6. Disconnect the speaker cable from the system board (1).
7. Remove two Torx screws (2) that secure each speaker to the computer.
8. Remove speaker cable from the clips and routing path built into the chassis (3).
NOTE: Standard model shown.
9. Remove the speakers from the computer.
To install the speakers, reverse the removal procedures.
When installing the speakers, make sure the rubber grommets are correctly installed in the speakers.
50 Chapter 4 Removal and Replacement Procedures
Display panel
NOTE: On healthcare models, display assemblies are spared with the cover, glass, and front bezel come as a
bonded assembly.
IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse
any old parts. Return all old parts to HP for warranty processing.
CAUTION: it is very important to use the exact cable that shipped with the replacement panel. Failure to use
the correct cable may result in panel failure.
IMPORTANT: You must install the latest touch drivers. Failure to install the latest drivers could result in a
loss of touch functionality. Go to www.hp.com/support to install the latest drivers.
To remove the display panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the M.2 solid-state drive from above the right speaker (see Heat sink on page 33).
6. Remove the power button board and ngerprint reader board (see Power button and ngerprint reader
boards on page 30).
7. Remove the audio board (see Audio board on page 49).
8. Remove the rear I/O cover (see Rear I/O cover on page 42).
9. Remove the 12 Phillips screws (1)-(12) that secure the main frame to the display panel.
10. Lift the left side of the frame (1).
11. Disconnect the display ribbon cable, and then route the cable through the hole in the frame (2).
Display panel 51
12. Route the power button/ngerprint reader/touch cable and backlight cable through the holes in the
frame (3).
NOTE: Non-touch models do not have a cable routed through the frame.
13. Lift the frame from the display.
14. Disconnect the backlight cable (1) from the rear of the display panel.
15. Disconnect the display cable (2) from the rear of the display panel.
16. Disconnect the touch cable (3) from the rear of the display panel.
52 Chapter 4 Removal and Replacement Procedures
17. Separate the middle frame from the display by sliding the bezel down, and then removing it from the
display.
NOTE: Display and middle frame appearance may vary.
To install the display panel, reverse the removal procedures.
Display panel 53
Antennas
The antennas route from the WLAN module to transceivers at the top of the computer. The transceivers are
secured to the computer with adhesive.
Models are available with either single antennas or dual antennas.
NOTE: WLAN module orientation may vary.
To remove the antennas:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 18).
2. Remove the rear port cover (see Removing the rear port cover on page 18).
3. Remove the stand (see Stands on page 19).
4. Remove the access panel (see Access panel on page 20).
5. Remove the M.2 solid-state drive from above the right speaker (see Heat sink on page 33).
6. Remove the power button board and ngerprint reader board (see Power button and ngerprint reader
7. Remove the audio board (see Audio board on page 49).
8. Remove the rear I/O cover (see Rear I/O cover on page 42).
9. Separate the display from the computer (see Display panel on page 51).
boards on page 30).
10. Disconnect the antennas from the WLAN module (1).
11. Remove the Phillips screw from the top of the right antenna (2), and then peel the antenna o the frame
(3).
54 Chapter 4 Removal and Replacement Procedures
12. Remove the Phillips screw from the left antenna (1), and then peel the antenna from the chassis (2).
13. From the back of the frame, pull the antenna cables through the hole in the frame (1).
14. Remove the cables from the clips on the back of the frame (2).
15. Pull the right antenna cable through the hole in the frame (3).
To install the antenna, reverse the removal procedures.
NOTE: When connecting the antennas cables, be sure to match the numbers on the cable with the same
number printed on the WLAN module.
Antennas 55
5 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
Change settings from the defaults or restore the settings to default values.
●
View the system conguration, including settings for processor, graphics, memory, audio, storage,
communications, and input devices.
●
Modify the boot order of bootable devices such as hard drives or USB ash media devices.
●
Enter the Asset Tag or property identication number assigned by the company to this computer.
●
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
●
Establish an administrator password that controls access to the Computer Setup (F10) Utility and the
settings described in this section.
●
Establish minimum requirements for valid passwords, including length and required types of characters.
●
Secure integrated I/O functionality, including the serial, USB, or audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●
Enable or disable dierent types of boot sources.
●
Congure features such as Secure Boot, power management, virtualization support, and language and
keyboard type used in Setup and POST.
●
Replicate the system setup by saving system conguration information on a USB device and restoring it
on one or more computers.
●
Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
Using Computer 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 power button light turns white to access the utility.
You can also press Esc to a menu that allows you to access dierent options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the power button light turns white to access the utility.
3. A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
NOTE: Selecting UEFI Drivers restarts the computer into the 3rd party option ROM management
application. You can access this application directly by pressing F3 during startup.
56 Chapter 5 Computer Setup (F10) Utility
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 Main > Save Changes and Exit.
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
●
To restore settings from the Advanced and Main menus to original values, select Apply Factory
Defaults and Exit.
●
To restore settings from the Advanced and Main menus to those previously saved by Save Custom
Defaults
factory defaults are used.
NOTE: Settings in the Security menu are not modied by Apply Defaults. Those values are reset by
Restore Security Settings to Factory Defaults at the bottom of the Security menu.
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 settings could become corrupted. It is safe to turn o the computer only after exiting the F10
Setup screen.
, select Apply Custom Defaults and Exit. If no custom defaults have been saved, then
Computer Setup (F10) Utilities 57
Computer Setup–Main
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-1 Computer Setup—Main
Option Description
System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if
Basic System Information is selected.
●
Product name
●
Installed memory size
●
Processor type
●
Processor cache size (L1/L2/L3)
●
Processor speed
●
MicroCode revision
●
Processor stepping
●
Memory speed
●
DIMM size (for each installed module)
●
System BIOS version
●
ME Firmware version (Intel only)
●
Video BIOS version
●
Reference code revision
●
Super I/O rmware version
●
USB Type-C controller rmware version
●
Born on date
●
Serial number
●
SKU number
●
UUID (Universally Unique Identier)
●
Asset tracking number
●
Feature byte
●
Build ID
●
Product family
●
System board ID
●
System board CT number
●
Panel type
●
Panel serial number
●
Integrated MAC Address
System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced
Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform
the following functions:
●
Memory Test
●
Hard Drive Check
58 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
Option Description
●
Language
Update System BIOS Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a le located on the hard drive.
●
Check [current selection] for BIOS Updates
The string that appears here depends on the setting in BIOS Update Preferences.
●
Lock BIOS Version
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●
BIOS Rollback Policy
■
Unrestricted Rollback to older BIOS – Lets you roll back to any previous version of BIOS.
■
Restricted Rollback to older BIOS – If selected, Minimum BIOS Version becomes active, which
lets you manually enter the minimum BIOS version that can be rolled back to.
●
Allow BIOS Updates Using a Network
●
BIOS Update Preferences
■
Check for Update on Next Reboot – default is disabled.
■
BIOS Source – lets you select either HP.com or a custom URL. If Custom URL is selected, Edit
Custom URL becomes active. Using a custom URL is recommended only for a managed IT
environment.
■
Automatic BIOS Update Setting
Allows conguration of a periodic check for updates:
NOTE: If Microsoft Windows BitLocker Drive Encryption (BDE) is enabled, it must be
temporarily suspended before the BIOS is ashed.
■
Do not update
■
Check for updates and prompt the user to accept or reject the update at that time
■
Check for updates and install all new versions
■
Check for updates and install only new versions marked important
■
BIOS Update Frequency
■
Daily
■
Weekly
■
Monthly (default)
●
Network Conguration Settings
●
Update BIOS Using Local Media
Lets you access les on either USB storage or the hard drive. The HP BIOS Update and Recovery
application included in BIOS Softpaqs at www.hp.com will copy the BIOS le to the correct location
on the hard drive or USB device.
Change date and time Lets you update system date and time.
Set machine unique data Allows you to set/view data that is unique to each machine such as feature byte, build ID, serial number,
SKU number, product family, system board CT number, and product name.
System IDs Lets you set the following values:
●
Asset Tracking Number
Computer Setup (F10) Utilities 59
Table 5-1 Computer Setup—Main (continued)
Option Description
●
Ownership Tag
Replicated Setup Backup current settings to USB device
Saves system conguration to a formatted USB ash media device.
Restore current settings from USB device
Restores system conguration from a USB ash media device.
Save Custom Defaults Saves the current system conguration settings as the custom default set.
Apply Custom Defaults
and Exit
Apply Factory Defaults
and Exit
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to current system conguration, exits Computer Setup, and reboots.
Suppress POST errors Select to turn o any errors generated by Power On Self Test (POST) during boot up.
Applies the custom default settings to the computer after rebooting. Does not apply to options in the
Security menu.
Restores the factory system conguration settings to the computer after rebooting. Does not apply to
options in the Security menu.
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Security
Option Description
Create BIOS
Administrator Password
Lets you set and enable a BIOS administrator password, which controls access to the following features:
●
●
●
●
●
●
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Setup Menu (F10)
3rd Party Option ROM Management (F3)
Update system ROM
WMI commands that change system settings
BIOS Conguration Utility (BCU)
Alternative power-on password
Change BIOS
Administrator Password
(This selection is active
only if a BIOS
administrator password is
set.)
Create POST Power-On
Password
Change POST Power-On
Password (This selection
is active only if a BIOS
Lets you change the BIOS administrator password.
You must know the current password to be able to change it.
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.
Lets you change the POST power-on password.
You must know the current password to be able to change it.
60 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option Description
administrator password is
set.)
Password Policies Let you set the guidelines for a valid password. Options include:
●
Password minimum length
●
Requires at least one symbol
●
Requires at least one number
●
Requires at least one upper case character
●
Requires at least one lower case character
●
Allow spaces
Clear Password Jumper
Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords
at boot up. Default is ‘Honor’.
Security Conguration TPM Embedded Security
●
TPM Specication Version
Displays the current TPM version.
●
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
●
TPM State
Select to enable the TPM.
●
ClearTPM
Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned o. To
temporarily suspend TPM operations, turn the TPM o instead of clearing it.
CAUTION: Clearing the TPM resets it to factory defaults and turns it o. You will lose all created
keys and data protected by those keys.
●
TPM Activation Policy
○
F1 to boot
○
Allow user to reject
○
No prompts
BIOS SureStart
●
Verify Boot Block on every boot – Select to enable HP SureStart.
●
BIOS Data Recovery Policy – Select ‘Automatic’ or ‘Manual’ to determine data recovery process.
Manual recovery is intended only for situations where forensic analysis is desired before HP
SureStart recovery. When this policy is set to manual, HP SureStart will not correct any issues that
are found until the manual recovery key sequence is input by the local user. This can result in a
computer that is unable to boot until the manual recovery key sequence is input.
●
Dynamic Runtime Scanning of Boot Block. Veries the integrity of the BIOS boot block region several
times each hour while the system is running. Default is enabled.
●
Sure Start BIOS Settings Protection. When enabled, HP Sure Start locks all critical BIOS settings and
provides enhanced protection for these settings using non-volatile (ash) memory.
NOTE: An administrator password must be set to activate this setting.
Computer Setup (F10) Utilities 61
Table 5-2 Computer Setup—Security (continued)
Option Description
●
Enhanced HP Firmware Runtime Intrusion Prevention and Detection – enables monitoring of HP
system rmware executing out of main memory while the operating system is running. Any
anomalies detected in HP system rmware that is active while the operating system is running will
result in a Sure Start security event being generated.
●
Sure Start Security Event Policy – controls HP Sure Start behavior upon identifying a critical security
event (any modication to HP rmware) while the operating system is running.
–
Log Event Only – HP Sure Start will log all critical security events in the HP Sure Start audio log
within the HP Sure Start non-volatile (ash) memory.
–
Log Event and notify user – In addition to logging all critical security events, HP Sure Start will
notify the user within the operating system that a critical event has occurred.
–
Log Event and power o system – In addition to logging all critical security events, HP Sure
Start will power of the system upon detecting a HP Sure Start Security Event. Due to the
potential for data loss, use of this setting is only recommended in situations where security
integrity of the system is a higher priority than the risk of potential data loss.
Secure Platform Management (SPM)
●
HP Sure Run Current State
●
SPM Current State
Physical Presence Interference
When selected, the user is notied at system power up when changes have been made to system security
policy, and the user must manually agree to those changes before they are conrmed.
Smart Cover
Cover Removal Sensor (Disabled/Notify user/Administrator password)
Lets you disable the cover sensor or congure what action is taken if the computer cover was removed.
Default is ‘Disabled’.
NOTE: Notify user alerts the user with a POST error on the rst boot after the sensor detects removal of
the cover. If the password is set, Administrator Password requires that the password be entered to boot
the computer if the sensor detects that the cover has been removed.
Intel Software Guard Extensions (SGX)
Intel SGX is a set of processor code instructions from that allows user-level code to allocate private
regions of memory, that unlike normal process memory is also protected from processes running at
higher privilege levels.
●
Software control
●
Disable
●
Enable
Utilities Hard Drive Utilities
●
Save/Restore MBR of System Hard Drive
NOTE: Windows 10 systems are generally not formatted to include an MBR. Instead they use GUID
Partition Table (GPT) format, which better supports large hard drives.
Enabling this feature will save the Master Boot Record (MBR) of the system hard drive. If the MBR
gets changed, the user will be prompted to restore the MBR. Default is disabled.
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.
62 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option Description
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
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modied
the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved
MBR if you are condent that the current bootable disk's MBR has been corrupted or infected with a
virus.
●
Save/Restore GPT of System Hard Drive
Enabling this feature will save the GUID Partition Table (GPT) of the system hard drive. If the GPT is
subsequently changed, the user is prompted to choose whether to restore GPT.
●
DriveLock/Automatic DriveLock
Allows you to assign or modify a master or user password for hard drives. When this feature is
enabled, the user is prompted to provide one of the DriveLock passwords during POST. If neither is
successfully entered, the hard drive will remain inaccessible until one of the passwords is
successfully provided during a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature
is attached to the system.
CAUTION: Be aware that these settings take place immediately. A save is not necessary.
CAUTION: Be sure to document the DriveLock password. Losing a DriveLock password will render a
drive permanently locked.
After you select a drive, the following options are available:
Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock.
Enable DriveLock. Sets the drive’s user password and enables DriveLock.
●
Secure Erase
Lets you select a hard drive to completely erase.
Once a hard drive has been erased with a program that utilizes Secure Erase rmware commands, no
le recovery program, partition recovery program, or other data recovery method will be able to
extract data from the drive.
●
Allow OPAL Hard Drive SED Authentication
Default is disabled.
System Management
Command
Restore Security
Settings to Default
Allows authorized personnel to reset security settings during a service event. Default is enabled.
This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
in the Security menu to factory defaults.
Computer Setup (F10) Utilities 63
Computer Setup—Advanced
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-3 Computer Setup—Advanced (for advanced users)
Option Heading
Display Language Lets you select the language of the menus in F10 Setup and the keyboard layout.
Scheduled Power-On This feature wakes the system up from a powered o state at a specied date and time.
Boot Options Select the devices that the computer can boot from, as well as other options, including:
●
●
●
●
●
●
●
●
●
●
NOTE: To drag a device to a preferred place, press Enter.
NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has
started.
Shortcut to Temporarily Override Boot Order
To boot one time from a device other than the default device specied in Boot Order, restart the computer
and press Esc (to access the Startup menu) and then F9 (Boot Menu), or only F9 (skipping the Startup
menu) when the power button light turns white. 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.
Startup Delay (sec). Enabling this feature will add a user-specied delay to the POST process. One
purpose for the delay is to provide additional time to activate hotkeys such as Esc for the Startup
Menu or F10 for Computer Setup.
Fast Boot. Default is enabled.
USB Storage Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
After Power Loss. Default is Power O.
■
Power o—causes the computer to remain powered o when power is restored.
■
Power on—causes the computer to power on automatically as soon as power is restored.
■
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If the system is congured to ‘Power On from Keyboard Ports’ (see Power Management
Options), then this setting is forced to ‘Power On’.
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
UEFI Boot Order.
Default is enabled. Specify the order in which UEFI 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.
UEFI boot sources always have precedence over legacy boot sources.
Legacy Boot Order
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.
Specify the order of attached hard drives. The rst hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).
64 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
HP Sure Recover HP Sure Recover
When enabled the system rmware honors locate and remote requests to reinstall the operating system.
When disabled all requests to reinstall the operating system are ignored.
Recover from Network
If enabled the system rmware gets the recovery agent from the network. If disabled the system
rmware gets the recovery agent from a local drive.
Recover after Boot Failure
If enabled and no bootable UEFI operating system is found, the system rmware will launch HP Sure
Recover.
Secure Boot
Conguration
Congure Legacy Support and Secure Boot
Lets you turn o all legacy support on the computer, including booting to DOS, running legacy graphics
cards, booting to legacy devices, and so on.
Lets you make sure an operating system is legitimate before booting to it, making Windows resistant to
malicious modication from preboot to full operating system booting, preventing rmware attacks. UEFI
and Windows Secure Boot only allow code signed by pre-approved digital certicates to run during the
rmware and OS boot process.
●
Legacy Support Enable and Secure Boot Disable
●
Legacy Support Disable and Secure Boot Enable
●
Legacy Support Disable and Secure Boot Disable
Default is ‘Legacy Support Disable and Secure Boot Disable’.
Secure Boot Key Management
Lets you manage the custom key settings.
Import Custom Secure Boot keys
Default is disabled.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software
components. Set this option to ‘disable’ to support Device Guard.
Ready BIOS for Device Guard Use
Requires BIOS Administrator password to be congured and Secure Boot to be enabled.
System Options Congure storage controller for Intel Optane
Enables the Intel Optane memory module.
Hyperthreading
Lets you control processor capability. Default is enabled.
Multi-processor
Use this option to disable multi-processor support under the operating system. Default is enabled.
Computer Setup (F10) Utilities 65
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Virtualization Technology (VTx) (Intel only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
o and then back on. Default is disabled.
Virtualization Technology for Directed I/O (VTd) (Intel only)
Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the
computer o and then back on. Default is disabled.
M.2 SSD
Lets you disable the M.2 solid-state drive slot. Default is enabled.
M.2 WLAN/BT
Lets you disable the wireless module slot. Default is enabled.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. Default is enabled.
Power Button Override (disable/4 sec/15 sec)
Lets you disable or enable and select the number of seconds you have to hold down the power button for
it to force the system to power o. Default is ‘4 sec’.
USB Type-C Connector System Software Interface (UCSI) (enable/disable)
Default is enabled.
Built-In Device Options Embedded LAN Controller
Select to show the device in the operating system. Default is enabled.
Wake On LAN
Lets you either disable the Wake On LAN feature, or congure where the computer boots, including the
network or hard drive. Default is Boot to Network.
Allow No Panel conguration
When enabled, POST blink and beep codes and error messages are not generated. Default is disabled.
Video memory size
Use this option to manage graphics memory allocation. The value you choose is allocated permanently to
graphics and is unavailable to the operating system.
Integrated Camera
Clear to disable the integrated camera. Default is enabled.
Audio Device
Select to show the device in the operating system. Default is enabled.
Microphone
Clear to disable the microphone. This does not aect devices plugged into audio jacks. Default is enabled.
Internal Speakers (does not aect external speakers)
Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in
the operating system and does not aect the error or warning beeps during POST. Default is enabled.
Headphone Output
Clear to disable the headphone jack. Default is enabled.
66 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
M.2 USB/Bluetooth
Select to enable the M.2 controller. Default is enabled.
LAN/WLAN auto switching
Select to enable auto switching between a wired and wireless connection. Default is disabled.
Wake on WLAN
Select to enable wake on WLAN. Default is disabled.
Collaboration Buttons
Clear to disable the collaboration buttons. Default is enabled.
Button Sensitivity
Select from low, medium, or high. Default is low.
Port Options Rear USB ports
Lets you disable the ports. Default is enabled.
Right USB ports
Lets you disable the ports. Default is enabled.
USB Legacy Port Charging
Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode.
Default is enabled.
USB Type-C Downstream Charging
Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode.
Default is enabled.
Thunderbolt Type-C Ports
Lets you disable the ports. Default is enabled.
Thunderbolt Mode
Default is enabled.
Require BIOS PW to change Thunderbolt Security Level
Default is enabled.
Thunderbolt Security Level
Default is PCIe and DisplayPort - User Authorization.
Native PCIe Hot Plug
When enabled, Thunderbolt S4 Boot is disabled. Default is enabled.
SATA0
Lets you disable the connector. Default is enabled.
Restrict USB Devices
Computer Setup (F10) Utilities 67
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Specify the following categories of USB devices to enable:
●
Allow all USB devices (default)
●
Allow only keyboard and mouse
●
Allow all but storage devices and hubs.
When some devices are restricted, the system will disable USB ports that do not meet the allowed
criteria. This feature is usually combined with similar policies within the operating system since USB
devices can be moved to dierent ports. The ports disabled by the BIOS will remain disabled until the
system is restarted.
Option ROM Launch
Policy
Power Management
Options
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is ‘All UEFI’.
Congure Option ROM Launch Policy
●
All legacy
●
All UEFI
●
All UEFI except video
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.
Extended Idle Power States (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings (enable/disable)
Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is
removed from the wake up circuitry, the expansion slots, and any management features while in S5.
Default is disabled.
SATA Power Management (enable/disable)
Enables or disables SATA bus and/or device power management. Default is enabled.
PCI Express Power Management (enable/disable)
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
Power On from Keyboard Ports (enable/disable)
When enabled, this feature allows a key press to power on the system when it is o (S5 state). If using a
USB keyboard, it must be plugged into one of the rear ports labeled with the keyboard icon. Default is
disabled.
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: A normal shutdown goes to the S4 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.
68 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
S5 (Soft O) = LED is o.
Electronic labels Displays system labels.
Remote Management
Options
Active Management (AMT) (Intel only) (enable/disable). Default is enabled.
Allows you to discover, repair, and protect networked computing devices.
USB Key Provisioning Support (enable/disable) Default is disabled.
USB Redirection Support (enable/disable). Default is enabled.
USB redirection allows USB devices plugged into a client computer to be transparently redirected to the
guest operating system.
Uncongure AMT on next boot (Do Not Apply/Apply). Default is ‘Do Not Apply’.
SOL Terminal Emulation Mode (ANSI / VT100). Default is ANSI.
SOL terminal emulation mode is only activated during remote AMT redirection operations. The emulation
options allow administrators to select which mode works best with their console.
Show Uncongure ME Conrmation Prompt (enable/disable). Default is enabled.
Verbose Boot Messages (enable/disable). Default is enabled.
Verbose boot shows additional logging information during the boot. mainly for debugging if something
goes wrong during bootup.
Watchdog Timer (enable/disable). Default is enabled.
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.
●
OS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
●
BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
CIRA Timeout (min.) (1/2/3/4/Never)
CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active
Management Technology (AMT).
Recovering the conguration settings
This method of recovery requires that you rst perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 58 in the
Computer Setup—File table.)
The Save to Removable Media option creates a le named HPSETUP.TXT on an inserted USB ash media
device. This le can be edited to change the settings on Restore. An asterisk (*) marks the selected option for
a setting.
NOTE: It is recommended that you save any modied computer conguration settings to a USB ash media
device and save the device for possible future use.
To restore the conguration, insert the USB ash media device with the saved conguration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup–Main
on page 58 in the Computer Setup—File table.)
Recovering the conguration settings 69
6 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows (select products only)
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system in order to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, rst you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
Windows on page 70.
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as
administrator.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and xes.
c. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the tool opens, select the type of diagnostic test you want to run, and then follow the on-screen
instructions.
NOTE: If you need to stop a diagnostic test at any time, select Cancel.
3. When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-
digit Failure ID code is generated. For assistance in correcting the problem, contact support, and then
provide the Failure ID code.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows download instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe les are provided.
70 Chapter 6 Using HP PC Hardware Diagnostics
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your
computer or a USB ash drive.
The tool is downloaded to the selected location.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number, follow these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, select your type of product, and then enter the product name or
number in the search box that is displayed.
3. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your
computer or a USB ash drive.
The tool is downloaded to the selected location.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the ash drive where the .exe le was downloaded, doubleclick the .exe le, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB ash drive to download
and create the HP UEFI support environment because only .exe les are provided. For more information, see
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive on page 72.
HP PC Hardware Diagnostics UEFI (Unied Extensible Firmware Interface) allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. For assistance in correcting the problem, contact support, and provide the Failure
ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc.
Using HP PC Hardware Diagnostics UEFI 71
Starting HP PC Hardware Diagnostics UEFI
To start HP PC Hardware Diagnostics UEFI, follow these steps:
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB ash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB ash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 72.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive can be useful in the following situations:
●
HP PC Hardware Diagnostics UEFI is not included in the preinstall image.
●
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
●
The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
les are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB ash drive:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download UEFI Diagnostics, and then select
Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB
ash drive:
1. Go to http://www.hp.com/support.
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specic UEFI
Diagnostics version for your computer.
72 Chapter 6 Using HP PC Hardware Diagnostics
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)
Remote HP PC Hardware Diagnostics UEFI is a rmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload
results to a precongured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to
http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download Remote Diagnostics, and then select
Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, it may be necessary to download the software by using the product name or
number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, select your type of product, enter the product name or number in the
search box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the
following customizations:
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
●
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been precongured for use. Your computer does not require the
traditional local storage (such as a disk drive or USB ash drive) to run remote diagnostics.
●
Set a location for storing the test results. You can also set the user name and password settings used for
uploads.
●
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 73
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take eect when the computer restarts.
74 Chapter 6 Using HP PC Hardware Diagnostics
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 specic error messages that may appear on the screen during Power-On Self-Test
(POST) at startup, refer to POST error messages and diagnostic front panel LEDs and audible codes
on page 99.
Safety and comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may
result in discomfort or serious injury. Refer to the Safety & Comfort Guide at http://www.hp.com/ergo for
more information on choosing a workspace and creating a safe and comfortable work environment. For more
information, refer to the Safety & Regulatory Information guide.
Before you call for technical support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.
●
Run the HP diagnostic tool.
●
Run the hard drive self-test in Computer Setup. Refer to Computer Setup (F10) Utility on page 56 for
more information.
●
Check the Power LED on the front of the computer to see if it is ashing red. The ashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 99 for more information.
●
If you are working on a network, plug another computer with a dierent cable into the network
connection. There may be a problem with the network plug or cable.
●
If you recently added new hardware, remove the hardware and see if the computer functions properly.
●
If you recently installed new software, uninstall the software and see if the computer functions properly.
●
Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting
the operating system, use “Last Known Conguration.”
●
Refer to the comprehensive online technical support at http://www.hp.com/support.
●
Refer to Helpful hints on page 76 in this guide.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with selfsolve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notication, and worldwide community of peers and HP experts.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
Safety and comfort 75
●
Be in front of your computer when you call.
●
Write down the computer serial number and product ID number before calling.
●
Spend time troubleshooting the problem with the service technician.
●
Remove any hardware that was recently added to your system.
●
Remove any software that was recently installed.
●
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data les before
running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider
or dealer.
Helpful hints
If you encounter problems with the computer or software, see the following list of general suggestions before
taking further action:
●
Check that the computer is plugged into a working electrical outlet.
●
Check that the computer is turned on and the white power light is on.
●
Check the power LED on the front of the computer to see if it is ashing red. The ashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 99 for more information.
●
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.
●
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
●
Remove all bootable media (such as a USB device) from the system before turning it on.
●
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.
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.
76 Chapter 7 Troubleshooting without diagnostics
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you
are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briey when booting the
computer.
Computer appears locked up and will not turn o when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
Before turning on the computer, press and hold F10. Turn on the
computer and continue to hold F10 until the Computer Setup
(F10) Utility is displayed.
- or –
Follow the Windows instructions for rebooting the computer into
the Computer Setup (F10) Utility.
until the computer turns o.
2. Disconnect the power cord from the electrical outlet.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
System has locked up. Restart computer.
USB cables may not be seated properly. Disconnect, then reconnect USB cables to keyboard and mouse.
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,
or contact an authorized dealer or reseller for RTC battery
replacement.
Solving general problems 77
Computer date and time display is incorrect.
Cause Solution
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the front panel to see if an amber light indicates the
system has been muted. Tap the touch-sensitive button to
toggle the mute on and o.
2. Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
aect the external speakers).
3. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
4. 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 airow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer to permit the required airow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
hard drive.
Low on memory. Add more memory.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
78 Chapter 7 Troubleshooting without diagnostics
Restart the computer.
Poor performance.
Cause Solution
Virus resident on the hard drive. Run virus protection program.
Too many applications running. 1. Close unnecessary applications to free up memory.
2. Add more memory.
3. Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
In Windows 10:
a. Type msconfig in the taskbar search box, and then
select mscong.
b. On the Startup tab of the System Conguration Utility,
click Open Task Manager.
c. Select applications that you do not want to launch
automatically, and the click Disable.
Some software applications, especially games, are stressful on
the graphics subsystem.
Cause unknown. Restart the computer.
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
System does not power on and the LEDs on the front of the computer are not ashing.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
3. If fan a plugged in and not spinning, replace it.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns white, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
Solving general problems 79
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on white then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is o, then replace
the power supply.
6. Replace the system board.
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Power supply will not turn on because of internal power supply
fault.
Computer powered o automatically and the Power LED ashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
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.
80 Chapter 7 Troubleshooting without diagnostics
Power LED ashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red three times and then white four times.
Cause Solution
Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage
Solving hard drive problems
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 o and replace one device at a time and
repeat this procedure until failure occurs. Replace the device
that is causing the failure. Continue adding devices one at a
time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 10, type file in the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause Solution
Either the directory structure is bad or there is a problem with a
le.
Drive not found (identied).
Cause Solution
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconguration directions in the Solving hardware installation
problems on page 86 section. If the system still does not
Solving hard drive problems 81
Drive not found (identied).
Cause Solution
recognize the new device, check to see if the device is listed within
Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Boot Options.
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 >
Nonsystem disk/NTLDR missing message.
Cause Solution
The system is trying to start from the hard drive but the hard
drive may have been damaged.
System les missing or not properly installed. 1. Insert bootable media and restart the computer.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in
Bootable hard drive is not attached as rst in a multi-hard drive
conguration.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Boot Options.
▲ Perform Drive Protection System (DPS) testing in system
ROM.
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system les for the appropriate operating system.
the Advanced > Boot Options list.
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
Bootable hard drive is not listed rst in the Boot Order. Run the Computer Setup utility and select Advanced > Boot
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
82 Chapter 7 Troubleshooting without diagnostics
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.
Advanced > Boot Options.
beeps are heard. See POST error messages and diagnostic front
panel LEDs and audible codes on page 99 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Computer seems to be locked up.
Cause Solution
Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
Sound does not come out of the speaker or headphones.
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn o the power. To restart the computer, press the power
button again.
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. This can also be performed using the touch-sensitive
buttons on the front of the computer.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device
Options.
The external speakers are not turned on. Turn on the external speakers.
Headphones or devices connected to the line-out connector mute
the internal speaker.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced >
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Built-in Device Options.
Set the operating system to use the correct audio device.
Solving audio problems 83
Computer appears to be locked up while recording audio.
Cause Solution
The hard disk may be full. Before recording, make sure there is enough free space on the
hard disk. You can also try recording the audio le in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been recongured in the audio driver or application
software.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
If you are on a network, you may not have made the connection
to the printer.
In the audio driver or application software, recongure the jack or
set the jack to its default value.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port] is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
Make the proper network connections to the printer.
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.
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outlet.
Printer prints garbled information.
Cause Solution
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it o for one minute, then turn it back
on.
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and rell it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
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, and then
restart the computer.
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
computer.
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.
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.
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Shut down the computer using the keyboard.
Windows 10:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Solving keyboard and mouse problems 85
Mouse does not respond to movement or is too slow.
Cause Solution
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
computer.
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
If using a wireless mouse, you may need resynchronize the mouse
with the computer.
Follow the instructions that came with the mouse.
Solving hardware installation problems
You may need to recongure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
congures the computer. If you install a non-plug and play device, you must recongure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
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.
A new device is not recognized as part of the system.
Cause Solution
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn o the computer, turn on the external device, then turn on
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.
When the system advised you of changes to the conguration,
you did not accept them.
A plug and play board may not automatically congure when
added if the default conguration conicts with other devices.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
86 Chapter 7 Troubleshooting without diagnostics
Reboot the computer and follow the instructions for accepting the
changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
is selected for appropriate USB ports under Advanced > Port
Options.
Computer will not start.
Cause Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
Power LED ashes Red three times and then white two times.
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM3.
2. Observe the beeps and LED lights on the front of the
computer. Beeps and ashing LEDs are codes for specic
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM3.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving network problems
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
Incorrect network driver. Check the network controller documentation for the correct driver
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
or obtain the latest driver from the manufacturer’s Web site.
Solving network problems 87
Network status link light never ashes.
NOTE: The network status light is supposed to ash when there is network activity.
Cause Solution
No active network is detected. Check cabling and network equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Network controller is disabled. 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 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
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.
The network controller is defective. Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause Solution
Network drivers are not loaded, or driver parameters do not
match current conguration.
The network controller is not congured for this computer. Select the Network and Sharing Center icon in the Control Panel
Ensure that the cable and device at the other end are operating
correctly.
Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.
Make sure the correct network client and protocol is installed.
and congure the network controller.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.
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Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause Solution
The les containing the network drivers are corrupted. Reinstall the network drivers.
If necessary, download the softpaq from the web (from a dierent
computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective. Contact an authorized service provider.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not congured properly. Verify Network Connectivity, that a DHCP Server is present, and
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned o (depending on the
Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the
computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
NOTE: The memory count will be aected by congurations with the Management Engine (ME) enabled. The
ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME rmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
that the Remote System Installation Server contains the NIC
drivers for your NIC.
Solving memory problems 89
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly and
Integrated graphics may use system memory. No action required.
Insucient memory error during operation.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
requirements.
that proper modules are used.
Cause Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
You have run out of memory for the application. Check the memory requirements for the application or add more
Power LED ashes Red ve times, once every second, followed by a two second pause, and the computer beeps ve times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
Delete any TSRs that you do not need.
memory to the computer.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
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Solving USB ash drive problems
If you encounter USB ash drive problems, common causes and solutions are listed in the following table.
USB ash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the ash drive in Windows.
USB ash drive not found (identied).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
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 ash 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 ash drive.
Cause Solution
Flash drive is bootable. Install the ash drive only after the operating system boots.
Flash drive is defective. Try a dierent ash drive.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
applying power to the system
Advanced > Boot Options.
media in Advanced > Boot Options. Ensure USB is enabled in
Storage > Boot Order.
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.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on
your ISP.
the front of the cable/DSL modem.
Solving USB ash drive problems 91
Unable to connect to the Internet.
Cause Solution
Cable/DSL service is not available or has been interrupted due to
bad weather.
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the
IP address is not congured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specic
information that the Web server can later retrieve.)
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.
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 10:
1. Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click the
Delete button.
Solving software problems
Most software problems occur as a result of the following:
●
The application was not installed or congured correctly.
●
There is insucient memory available to run the application.
●
There is a conict between applications.
●
Be sure that all the needed device drivers have been installed.
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure it is supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not display.
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 99 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
92 Chapter 7 Troubleshooting without diagnostics
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