Maintenance and Service Guide
HP EliteDesk 705 G3 Desktop Mini
© Copyright 2016 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: August 2016
Document Part Number: 865598-001
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.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place
the device directly on your lap or obstruct the device air vents. Use the device only on a hard, at surface. Do
not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs
or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
iii
iv Safety warning notice
Table of contents
1 Product features ........................................................................................................................................... 1
Standard conguration features ........................................................................................................................... 1
Front components .................................................................................................................................................. 1
Rear components ................................................................................................................................................... 2
Serial number location .......................................................................................................................................... 3
2 Illustrated parts catalog ................................................................................................................................ 4
Desktop Mini (DM) chassis spare parts .................................................................................................................. 4
Computer major components ............................................................................................................. 4
Cables .................................................................................................................................................. 5
Misc parts ............................................................................................................................................. 6
Drives ................................................................................................................................................... 8
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................... 9
Electrostatic discharge information ...................................................................................................................... 9
Generating static ................................................................................................................................. 9
Preventing electrostatic damage to equipment ............................................................................... 10
Personal grounding methods and equipment .................................................................................. 10
Grounding the work area ................................................................................................................... 10
Recommended materials and equipment ........................................................................................ 11
Operating guidelines ........................................................................................................................................... 11
Routine care ......................................................................................................................................................... 12
General cleaning safety precautions ................................................................................................ 12
Cleaning the Computer Case ............................................................................................................. 12
Cleaning the keyboard ....................................................................................................................... 12
Cleaning the monitor ......................................................................................................................... 13
Cleaning the mouse ........................................................................................................................... 13
Service considerations ......................................................................................................................................... 13
Tools and software Requirements .................................................................................................... 13
Screws ............................................................................................................................................... 13
Cables and connectors ...................................................................................................................... 14
Hard Drives ........................................................................................................................................ 14
Lithium coin cell battery .................................................................................................................... 14
SATA hard drives .................................................................................................................................................. 15
SATA hard drive cables ......................................................................................................................................... 15
SATA data cable ................................................................................................................................. 15
v
SMART ATA drives ................................................................................................................................................ 15
Cable management .............................................................................................................................................. 16
4 Removal and replacement procedures – desktop mini (DM) chassis .................................................................. 17
Warnings and cautions ........................................................................................................................................ 17
Preparation for disassembly ............................................................................................................................... 18
Access panel ......................................................................................................................................................... 19
Front bezel ........................................................................................................................................................... 20
Power switch/light cover ..................................................................................................................................... 21
Speaker ................................................................................................................................................................ 22
Hard drive ............................................................................................................................................................. 23
Drive cage ............................................................................................................................................................ 25
M.2 PCIe solid state drive (SSD) ........................................................................................................................... 26
WLAN module ...................................................................................................................................................... 28
External antenna ................................................................................................................................................. 30
Battery ................................................................................................................................................................. 32
Thermal sensor .................................................................................................................................................... 34
Fan ........................................................................................................................................................................ 35
Memory modules ................................................................................................................................................. 37
Memory modules ............................................................................................................................... 37
Memory module specications ......................................................................................................... 37
Populating memory module slots .................................................................................................... 38
Installing memory modules .............................................................................................................. 39
Heat sink .............................................................................................................................................................. 41
Processor ............................................................................................................................................................. 43
Expansion connector board ................................................................................................................................. 44
System board ....................................................................................................................................................... 45
System board callouts ....................................................................................................................... 47
Internal WLAN antenna cables ............................................................................................................................ 48
Changing from desktop to tower conguration .................................................................................................. 51
5 Computer Setup (F10) Utility ........................................................................................................................ 52
Computer Setup (F10) Utilities ............................................................................................................................ 52
Using Computer Setup (F10) Utilities ................................................................................................ 52
Computer Setup–Main ....................................................................................................................... 54
Computer Setup—Security ............................................................................................................... 56
Computer Setup—Advanced ............................................................................................................. 58
Recovering the Conguration Settings ............................................................................................................... 63
vi
6 Troubleshooting without diagnostics ............................................................................................................ 64
Safety and comfort .............................................................................................................................................. 64
Before you call for technical support .................................................................................................................. 64
Helpful hints ........................................................................................................................................................ 65
Solving general problems .................................................................................................................................... 66
Solving power problems ...................................................................................................................................... 70
Solving hard drive problems ................................................................................................................................ 71
Solving media card reader problems ................................................................................................................... 73
Solving display problems .................................................................................................................................... 74
Solving audio problems ....................................................................................................................................... 78
Solving printer problems ..................................................................................................................................... 80
Solving keyboard and mouse problems .............................................................................................................. 81
Solving Hardware Installation Problems ............................................................................................................. 82
Solving Network Problems .................................................................................................................................. 84
Solving memory problems .................................................................................................................................. 87
Solving CD-ROM and DVD problems .................................................................................................................... 88
Solving USB ash drive problems ........................................................................................................................ 90
Solving front panel component problems .......................................................................................................... 91
Solving Internet access problems ....................................................................................................................... 91
Solving software problems .................................................................................................................................. 92
7 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 94
POST numeric codes and text messages ............................................................................................................. 94
Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 99
8 Password security and resetting CMOS ........................................................................................................ 101
Resetting the password jumper ........................................................................................................................ 101
Clearing and resetting the BIOS ........................................................................................................................ 103
9 Using HP PC Hardware Diagnostics (UEFI)HP PC Hardware Diagnostics ........................................................... 105
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 105
10 System backup and recovery ..................................................................................................................... 107
Backing up, restoring, and recovering in Windows 10 ...................................................................................... 107
Creating recovery media and backups ............................................................................................ 107
Creating HP Recovery media (select products only) .................................................... 107
Using Windows tools ....................................................................................................................... 108
Restore and recovery ...................................................................................................................... 108
Recovering using HP Recovery Manager ...................................................................... 109
What you need to know before you get started ........................................ 109
vii
Using the HP Recovery partition (select products only) ............................ 110
Using HP Recovery media to recover ......................................................... 110
Changing the computer boot order ............................................................ 110
Removing the HP Recovery partition (select products only) ..................... 110
Backing up, restoring, and recovering in Windows 7 ........................................................................................ 111
Creating recovery media ................................................................................................................. 111
Creating recovery media using HP Recovery Manager (select models only) ............... 112
Creating recovery discs with HP Recovery Disc Creator (select models only) ............. 113
Creating recovery discs .............................................................................. 113
Backing up your information ........................................................................................ 113
System Restore ............................................................................................................................... 114
System Recovery ............................................................................................................................. 114
System Recovery when Windows is responding .......................................................... 115
System Recovery when Windows is not responding .................................................... 115
System Recovery using recovery media (select models only) ..................................... 116
Using HP Recovery Disc operating system discs (select models only) ........................ 116
Appendix A Power Cord Set Requirements ...................................................................................................... 118
General Requirements ....................................................................................................................................... 118
Japanese Power Cord Requirements ................................................................................................................. 118
Country-Specic Requirements ........................................................................................................................ 119
Appendix B Statement of Volatility ................................................................................................................ 120
Appendix C Specications ............................................................................................................................. 121
Index ........................................................................................................................................................... 122
viii
1 Product features
Standard conguration features
Features may vary depending on the model. For a complete listing of the hardware and software installed in
the computer, run the diagnostic utility (included on some computer models only).
NOTE: This computer model can be used in a tower orientation or a desktop orientation. The stand is sold
separately.
Front components
NOTE: Your computer model may look slightly dierent from the illustration in this section.
Item Icon Component Item Icon Component
1 Audio-out (headphone) jack 4 USB port
2 Audio-out (headphone)/Audio-in (microphone)
combo jack
3 USB 3.0 (charging) port 6 Power button
NOTE: When the computer is on, the USB 3.x charging port connects and charges a USB device, such as a cell phone, camera, activity
tracker, or smartwatch, and provides high-speed data transfer.
5 Hard drive activity light
Standard conguration features 1
Rear components
NOTE: Your computer model may look slightly dierent from the illustration in this section.
Item Component Item Component
1 External antenna 8 Power cord retention hook
2 Dual-Mode DisplayPort (D++) 9 USB ports (2)
3 VGA monitor port 10 Padlock loop
4 External antenna connectors (2) 11 RJ-45 (network) jack
5 DisplayPort, HDMI (shown), VGA, or Serial
connector*
6 Thumbscrew 13 Power connector
7 USB 3.0 ports (2) (blue)
* Optional
12 Security cable slot
2 Chapter 1 Product features
Serial number location
Each computer has a unique serial number and a product ID number that are located on the exterior of the
computer. Keep these numbers available for use when contacting customer service for assistance.
Serial number location 3
2 Illustrated parts catalog
Desktop Mini (DM) chassis spare parts
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Computer major components
Item Description
(1) Access panel
(2) Front bezel
(3) External power supply, 90W
90 W
65 W
(4) System board (includes replacement thermal material)
(5) Memory modules (SODIMM, DDR4, PC4-17000, 2133-MHz)
4 Chapter 2 Illustrated parts catalog
Cables
Item Description
16 GB
8 GB
4 GB
2 GB
* AMD processors
AMD PRO A12-9800E APU with AMD Radeon™ R7 HD Graphics
AMD PRO A10-9700E APU with AMD Radeon R7 HD Graphics
AMD PRO A6-9500E APU with AMD Radeon R5 HD Graphics
Item Description
(1) SATA cable/connector
NOTE: Included with computer.
Tab color may vary.
* Adapter, DisplayPort to HDMI 1.4
* Adapter, DisplayPort to VGA
* Adapter, DisplayPort to DVI
* USB to serial adapter
* DVI cable
* DisplayPort cable
Desktop Mini (DM) chassis spare parts 5
Misc parts
Item Description
(1) Heat sink
(2) Fan
(3) Speaker
(4) Power switch/light cover
(5) Option board, HDMI
(6) Option board, serial port
* Option board, DisplayPort (not illustrated)
(7) Thermal sensor
* Stand
* Port cover
* Thermal pads
* WLAN modules:
Intel Dual Band Wireless-AC 7265 NV
Intel Dual Band Wireless-AC 8260 + Bluetooth 4.0
6 Chapter 2 Illustrated parts catalog
Item Description
Intel Dual Band Wireless-AC 3165 + Bluetooth 4.0
* External antenna kit
* Expansion Module Kit
Hard drive – I/O
I/O
Optical drive
* Speaker phone security sleeve
* Security/Dual VESA sleeve
* HP Speaker Phone
* Mouse
USB, laser
USB, optical
Wireless
Antimicrobial
Hardened
* Keyboards
USB slim
Washable
Wireless
Conferencing
Desktop Mini (DM) chassis spare parts 7
Drives
Description
Hard drives, 2.5-inch
1 TB, 7200 rpm, hard drive
1 TB, 5400 rpm, hard drive, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive
500 GB, 5400 rpm, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, OPAL 2, SED
500 GB, 5400 rpm hard drive, FIPS
Solid-state drives, 2.5-inch
512 GB, TLC
512 GB, self-encrypting (SED), OPAL2, TLC
256 GB, TLC
240 GB, TLC
128 GB
M.2 drives
512 GB, NVMe, 2280, TLC, M.2, PCIe
512 GB, NVMe, TLC, M.2
256 GB, NVMe, 2280, SS, M.2, PCIe-3x4
256 GB, NVMe, TLC, M.2, PCIe
8 Chapter 2 Illustrated parts catalog
3 Routine care, SATA drive guidelines, and
disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
Electrostatic discharge information
A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be aected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows that:
●
Dierent activities generate dierent amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
NOTE: 700 volts can degrade a product.
Electrostatic discharge information 9
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric
components and accessories.
●
To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
●
Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
●
Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
●
Place items on a grounded surface before removing them from their container.
●
Always be properly grounded when touching a sensitive component or assembly.
●
Avoid contact with pins, leads, or circuitry.
●
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●
Wrist straps are exible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and t snugly into the banana plug connector on the grounding mat or workstation.
●
Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive oors or dissipative oor mats, use them on both feet with
a maximum of one-megohm ± 10% resistance between the operator and ground.
Static Shielding Protection Levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
●
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
Turn o power and input signals before inserting and removing connectors or test equipment.
1,500
7,500
15,000
●
Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
●
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
●
Use eld service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
10 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Recommended materials and equipment
Materials and equipment that are recommended for use in preventing static electricity include:
●
Antistatic tape
●
Antistatic smocks, aprons, or sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Conductive foam
●
Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
●
Static-dissipative table or oor mats with hard tie to ground
●
Field service kits
●
Static awareness labels
●
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●
Material handling packages
●
Conductive plastic bags
●
Conductive plastic tubes
●
Conductive tote boxes
●
Opaque shielding bags
●
Transparent metallized shielding bags
●
Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
●
Operate the computer on a sturdy, level surface. Leave a 10.2-cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airow.
●
Never restrict the airow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airow.
●
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airow. Be sure to unplug the computer before cleaning the air vents.
●
Never operate the computer with the cover or side panel removed.
●
Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●
Keep liquids away from the computer and keyboard.
Operating guidelines 11
●
Never cover the ventilation slots on the monitor with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
Routine care
General cleaning safety precautions
1. Never use solvents or ammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the Computer Case
Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the computer.
To clean the computer case, follow the procedures described below:
●
To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
●
For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.
●
For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed as the alcohol will evaporate
quickly and not leave a residue.
●
After cleaning, always wipe the unit with a clean, lint-free cloth.
●
Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the Computer
Case on page 12.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 12
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●
Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●
Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
●
Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
bers or dirt in conned areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●
Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or ammable liquids on the monitor.
●
To clean the monitor body follow the procedures in Cleaning the Computer Case on page 12.
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned o.
●
Clean the mouse ball by rst removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
●
To clean the mouse body, follow the procedures in Cleaning the Computer Case on page 12.
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
●
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.
Service considerations 13
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 computer.
●
Avoid dropping drives from any height onto any surface.
●
If you are inserting or removing a hard drive, turn o the computer. Do not remove a hard drive while the
computer is on or in standby mode.
●
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
●
Do not use excessive force when inserting a drive.
●
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic elds
such as monitors or speakers.
Lithium coin cell battery
The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.
See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.
WARNING! This computer contains a lithium battery. There is a risk of re and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or re, or
expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general
household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
SATA hard drives
Serial ATA Hard Drive Characteristics
Number of pins/conductors in data cable 7/7
Number of pins in power cable 15
Maximum data cable length 39.37 in (100 cm)
Data interface voltage dierential 400-700 mV
Drive voltages 3.3 V, 5 V, 12 V
Jumpers for conguring drive N/A
Data transfer rate 6.0 Gb/s
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 6.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.
The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
SMART ATA drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.
SATA hard drives 15
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.
●
Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.
●
Never crease a SATA data cable.
●
Do not rely on components like the drive cage, power supply, or computer cover to push cables down
into the chassis. Always position the cables to lay properly by themselves.
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
4 Removal and replacement procedures –
desktop mini (DM) chassis
Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.
NOTE: Not all features listed in this guide are available on all computers.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Warnings and cautions
Before performing upgrades be sure to carefully read all of the applicable instructions, cautions, and
warnings in this guide.
WARNING! To reduce the risk of personal injury from electrical shock, hot surfaces, or re:
Disconnect the power cord from the AC outlet and allow the internal system components to cool before
touching.
Do not connect telecommunications or telephone connectors to the network interface controller (NIC)
receptacles.
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
Plug the power cord in a grounded (earthed) AC outlet that is easily accessible at all times.
To reduce the risk of serious injury, read the Safety & Comfort Guide. It describes proper workstation, setup,
posture, and health and work habits for computer users, and provides important electrical and mechanical
safety information. This guide is located on the web at
WARNING! Energized and moving parts inside.
Disconnect power to the equipment before removing the enclosure.
Replace and secure the enclosure before re-energizing the equipment.
CAUTION: Static electricity can damage the electrical components of the computer or optional equipment.
Before beginning these procedures, ensure that you are discharged of static electricity by briey touching a
grounded metal object. See Electrostatic discharge information on page 9 for more information.
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 damage to
internal components.
NOTE: Your computer model may look slightly dierent from the illustrations in this chapter.
http://www.hp.com/ergo.
Warnings and cautions 17
Preparation for disassembly
See Routine care, SATA drive guidelines, and disassembly preparation on page 9 for initial safety procedures.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB ash drive, from the computer.
3. Turn o the computer properly through the operating system, then turn o any external devices.
CAUTION: Turn o the computer before disconnecting any cables.
Regardless of the power-on state, voltage is always present on the system board as long as the system
is plugged into an active AC outlet. In some systems the cooling fan is on even when the computer is in
the “Standby,” or “Suspend” modes. The power cord should always be disconnected before servicing a
unit.
4. Disconnect the power cord from the power outlet and disconnect any external devices.
5. If the computer is on a stand, remove the computer from the stand.
WARNING! Beware of sharp edges inside the chassis.
18 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Access panel
To access internal components, you must remove the access panel:
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Loosen the thumbscrew on the rear of the computer (1).
NOTE: If necessary, a Torx T-15 screwdriver may be used to loosen the thumbscrew.
3. Slide the panel forward and lift if o the computer (2).
NOTE: Your computer model may look slightly dierent from the illustration in this section.
Access panel 19
Front bezel
The front bezel is secured to the top cover by tabs.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Position the top cover upside-down so you can access the inside of the bezel.
4. Pull down to loosen the bottom, interior on the bezel (1).
5. Disengage the tabs on the top, interior of the bezel (2).
6. Remove the bezel from the top cover.
To install the front bezel, reverse the removal procedure.
20 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Power switch/light cover
The power switch/light cover is located at the front, right of the computer, under the top cover.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Rotate the top of the cover away from the computer and lift it o the system board.
To install the power switch/light cover, reverse the removal procedure.
Power switch/light cover 21
Speaker
A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is
secured by a white peg that you pull out to release.
To remove the speaker:
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Disconnect the speaker cable from the system board connector (1).
4. From the front of the computer, pull to remove the white peg that secures the speaker (2).
5. Lift to remove the speaker from the computer.
To install the speaker, reverse the removal procedures.
22 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Hard drive
Description
Hard drives, 2.5-inch
1 TB, 7200 rpm, hard drive
1 TB, 5400 rpm, hard drive, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive
500 GB, 5400 rpm, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, OPAL 2, SED
500 GB, 5400 rpm hard drive, FIPS
Solid-state drives, 2.5-inch
512 GB, TLC
512 GB, self-encrypting (SED), OPAL2, TLC
256 GB, TLC
240 GB, TLC
128 GB
NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you
can transfer the data to the new hard drive.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Pull the tab on the hard drive power and data cable (1) to disconnect the cable from the hard drive.
NOTE: Do not disconnect the cable from the system board.
WARNING! To reduce risk of personal injury from hot surfaces, allow the internal system components
to cool before touching.
4. Pull and hold the release lever (2) next to the rear of the hard drive outward.
Hard drive 23
5. Slide the drive toward the rear of the chassis until it stops, then lift the hard drive up and out of the cage
(3).
24 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Drive cage
The drive cage is located next to the heat sink. The drive cage is secured with three Phillips screws.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the three screws (1) securing the hard drive cage to the chassis.
5. Lift the hard drive cage (2) out of the chassis.
6. Pull the hood sensor (3) up and o the hard drive cage.
To install the drive cage, reverse the removal procedure.
Drive cage 25
M.2 PCIe solid state drive (SSD)
Description
512 GB, NVMe, 2280, TLC, M.2, PCIe
512 GB, NVMe, TLC, M.2
256 GB, NVMe, 2280, SS, M.2, PCIe-3x4
256 GB, NVMe, TLC, M.2, PCIe
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Locate the SSD on the system board.
6. Remove the screw (1) securing the SSD to the system board.
26 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
7. Grasp the SSD by the sides and carefully pull it (2) out of the socket.
8. Insert the new SSD into the socket on the system board.
NOTE: An SSD can be installed in only one way.
9. Press the SSD connectors (1) rmly into the socket.
10. Press the SSD down to the system board and use the included screw (2) to secure the SSD.
M.2 PCIe solid state drive (SSD) 27
WLAN module
Description
512 GB, NVMe, 2280, TLC, M.2, PCIe
512 GB, NVMe, TLC, M.2
256 GB, NVMe, 2280, SS, M.2, PCIe-3x4
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Locate the WLAN module on the system board.
6. Disconnect both antenna cables from the WLAN module.
NOTE: You may need to use a small tool, such as a pair of tweezers or needle-nose pliers, to
disconnect and connect the antenna cables.
7. Remove the screw (1) securing the WLAN module to the system board.
28 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
8. Grasp the WLAN module (2) by the sides and pull it out of the socket.
9. Insert the new WLAN module into the socket on the system board.
NOTE: A WLAN module can be installed in only one way.
10. Press the WLAN module connectors rmly into the socket (1).
11. Press the WLAN module down to the system board and use the included screw to secure the module (2).
12. Match the label on each antenna cable to the corresponding connector on the WLAN module and attach
the antennas (3) to the connectors.
WLAN module 29
External antenna
Internal WLAN antennae are standard. If the computer is to be installed in a metal kiosk or other enclosure,
you may wish or need to use an external WLAN antenna.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Locate the WLAN module on the system board.
6. Disconnect the internal antennae from the WLAN module.
For instructions, see WLAN module on page 28.
7. Locate both external antenna positions on the rear of the chassis.
30 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
8. Insert a Phillips screwdriver in each knock-out feature and rotate to remove the blank.
9. Feed the external antenna cable through each hole and screw the antenna into position.
10. Connect the external antenna cables to the WLAN module.
External antenna 31
Battery
The battery that comes with the computer provides power to the real-time clock. When replacing the battery,
use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt
lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of re and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60°C (140°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 (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Locate the battery and battery holder on the system board.
NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to remove and
replace the battery.
32 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
6. Lift the battery out of the holder.
7. Slide the replacement battery into position, positive side up. The battery holder automatically secures
the battery in the proper position.
8. Reset the date and time, your passwords, and any special system setups using Computer Setup.
Battery 33
Thermal sensor
A thermal sensor installs at the front of the computer near the speaker. Adhesive secures the sensor to the
chassis that houses the speaker.
To remove the thermal sensor:
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Disconnect the thermal module from the system board.
6. Remove the sensor from the computer.
To install the thermal sensor, reverse the removal procedures.
34 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Fan
The fan sits between the fan sink and the front of the computer.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Disconnect the fan cable from the system board.
4. Lift the tab on the outer edge of the fan and rotate the fan upward, and then lift the fan out of the
chassis.
To install the fan, reverse the removal procedure.
When installing the fan, be sure to insert the tabs on the side of the fan into the slots in the side of the
computer chassis and the heat sink.
Fan 35
36 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Memory modules
Description
16 GB (SODIMM, DDR4, PC4-17000, 2133-MHz)
8 GB (SODIMM, DDR4, PC4-17000, 2133-MHz)
4 GB (SODIMM, DDR4, PC4-17000, 2133-MHz)
2 GB (SODIMM, DDR4, PC4-17000, 2133-MHz)
The computer comes with small outline, dual inline memory modules (SODIMMs).
Memory modules
The memory module slots on the system board can be populated with up to two industry-standard memory
modules. These memory module slots are populated with at least one preinstalled memory module. To
achieve the maximum memory support, you can populate the system board with up to 16 GB of memory.
Memory module specications
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 PC4-17000 DDR4-2133 MHz-compliant
Pins industry-standard 288-pin containing the mandatory Joint Electronic Device Engineering
Council (JEDEC) specication
Support support CAS latency 15 DDR4 2133 MHz (15-15-15 timing)
Slots 2
Maximum Memory 32
Supported 512 Mbit, 1 Gbit, and 2 Gbit non-ECC memory technologies single-sided and double-
sided memory modules
Note The system will not operate properly if you install unsupported memory modules.
Memory modules 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.
Memory modules 37
Populating memory module slots
There are two memory module slots on the system board, with one slot per channel. The sockets are labeled
DIMM1 and DIMM3. The DIMM1 slot operates in memory channel B. The DIMM3 slot operates in memory
channel A.
Item Description System Board Label Slot Color
1 Memory module slot, Channel B DIMM1 Black
2 Memory module slot, Channel A DIMM3 Black
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.
38 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Installing memory modules
CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain
before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to
the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing
memory modules while voltage is present may cause irreparable damage to the memory modules or system
board.
The memory module slots have gold-plated metal contacts. When upgrading the memory, it is important to
use memory modules with gold-plated metal contacts to prevent corrosion and/or oxidation resulting from
having incompatible metals in contact with each other.
Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, ensure that you are discharged of static electricity by
object. For more information, see Electrostatic discharge information on page 9.
When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB ash drive, from the computer.
3. Turn o the computer properly through the operating system, then turn o any external devices.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
5. If the computer is on a stand, remove the computer from the stand and lay the computer down.
briey touching a grounded metal
6. Remove the access panel (Access panel on page 19).
7. Remove the fan (Fan on page 35).
8. Locate the memory modules on the system board.
Memory modules 39
9. To remove a memory module, press outward on the two latches on each side of the memory module (1),
and then pull the memory module (2) out of the slot.
10. 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 module slot.
The computer automatically recognizes the new memory when you turn on the computer.
40 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Heat sink
CAUTION: The bond between the heat sink and the processor may be very tight.
If the computer will power on, before removing the heat sink, turn on the computer until it warms the heat
sink. Warming the fan sink lessens the bond between the heat sink and the processor, thereby making
separating them easier.
Make sure not to pull the processor out of the socket when you lift the heat sink, especially if you cannot
warm the fan sink prior to removal. Inadvertently removing the processor can damage the pins.
The heat sink is secured with four captive Torx screws.
order indicated on the heat sink.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the fan (Fan on page 35).
4. In the order indicated on the heat sink, loosen the three captive Torx screws, and then lift the heat sink
out of the computer.
CAUTION: Be sure the loosen the screws in the order indicated by the numbers stamped on the heat
sink.
CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease
on the surface of the processor or the heat sink.
To replace the heat sink, reverse the removal procedures.
When replacing the heat sink, be sure to install thermal pads as shown in the following image:
Heat sink 41
42 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Processor
Description
AMD PRO A12-9800E APU with AMD Radeon R7 HD Graphics
AMD PRO A10-9700E APU with AMD Radeon R7 HD Graphics
AMD PRO A6-9500E APU with AMD Radeon R5 HD Graphics
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the fan (Fan on page 35).
4. Remove the heat sink (Heat sink on page 41).
5. Rotate the locking lever to its full open position (1).
6. Lift the processor (2) straight up and remove it.
CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling
them could cause irreparable damage. Once pins are damaged it may be necessary to replace the
system board.
Reverse the removal procedure to install a new processor.
NOTE: After installing a new processor onto the system board, update the system ROM to ensure that the
latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at:
http://h18000.www1.hp.com/support/les.
Processor 43
Expansion connector board
Description
HDMI expansion connector board
Serial port expansion connector board
DisplayPort expansion connector board
An expansion board can be installed near the back of the system board that provides an additional connector
on the rear I/O panel. The board is secured with two screws and connects to the a connector on the system
board.
To remove the expansion connector board:
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the fan (Fan on page 35).
4. Remove the heat sink (Heat sink on page 41).
5. Remove the hard drive (Hard drive on page 23).
6. Remove the drive cage (Drive cage on page 25).
7. Remove the two Phillips screws that secure the board to the system board.
8. Lift to disengage the board from the system board connector, and then remove the expansion connector
board from the computer.
NOTE: The following image shows a serial port expansion board.
To install the expansion connector board, reverse the removal procedures.
44 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
System board
NOTE: All system board spare part kits include replacement thermal material.
NOTE: System board appearance may vary.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Remove the fan (Fan on page 35).
6. Remove the heat sink (Heat sink on page 41).
7. Remove the power light cover (Power switch/light cover on page 21).
8. Remove the solid-state drive (M.2 PCIe solid state drive (SSD) on page 26).
9. Remove the WLAN module (WLAN module on page 28).
10. Remove the memory modules (Memory modules on page 37).
11. Remove the expansion connector board (Expansion connector board on page 44).
12. Remove the thermal sensor (Thermal sensor on page 34).
13. Disconnect all cables from the system board, noting their location for reinstallation.
14. Remove the four Torx screws that secure the system board to the computer.
15. Lift the front of the system board, and then pull it out of the computer.
To install the system board, reverse the removal procedures.
NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.
System board 45
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the aected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to 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.
Serial Number Enter the Serial Number of Unit. Support
SKU Number Enter the SKU or Product Number including
Localization Code.
Asset Tag Enter the 18-byte identier assigned to the
computer.
Feature Byte Enter the Feature Byte string. The feature
byte string is case sensitive.
The label includes spaces after every four
characters. You can enter or ignore these
spaces – their only purpose is to help with
data entry. There is a character limitation
of 40 bytes per line. When you reach this
limit, go
If you make an error during data entry, the
data will not validate, and the computer
asks you to correct your data input.
Build ID The Build ID of the unit. Flexbuild
Flexbuild
Support
Support
Flexbuild
46 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
System board callouts
Sys Bd Label Color Component Sys Bd Label Color Component
CPU Black Processor socket THERM White Thermal sensor
DIMM3 Black Secondary memory
socket
DIMM1 Black Primary memory socket BATTERY Black RTC battery
CPUFAN White Fan connector PSWD Black/blue Password header and
SSD Black Solid-state module
socket
SPKR White Speaker connector SATA0 Blue Hard drive data
HSENSE White Hood sensor connector COMM_DP White Expansion board
WLAN Black WLAN module socket
jumper
CMOS Yellow CMOS reset button
connector
connector
System board 47
Internal WLAN antenna cables
The antennas route from the WLAN module to the cable connectors on the front and the rear of the computer.
To install the antennas:
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Remove the access panel (Access panel on page 19).
3. Remove the hard drive (Hard drive on page 23).
4. Remove the drive cage (Drive cage on page 25).
5. Remove the fan (Fan on page 35).
6. Remove the heat sink (Heat sink on page 41).
7. Remove the power switch/light cover (Power switch/light cover on page 21).
8. If applicable, remove the expansion connector board (Expansion connector board on page 44).
9. Remove the thermal sensor (Thermal sensor on page 34).
10. Disconnect the antenna cables from the WLAN module (WLAN module on page 28).
11. Remove the system board (System board on page 45).
12. Remove the antenna cables from their routing paths underneath the keyboard. Note the locations the
cables are taped to the chassis as shown in the following image.
48 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
13. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover
(1), and then rotating the cover o the computer (2).
14. Antennas are connected to the front and back of the computer as shown in the following image.
15. Remove the front antenna from the inside of the computer by pressing the tab to disengage the
transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).
Internal WLAN antenna cables 49
16. Remove the rear antenna from the inside of the computer by pressing the tab to disengage the
transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).
Reverse the removal procedure to install the WLAN antennas and transceivers.
50 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Changing from desktop to tower conguration
The computer can be used in a tower orientation with an optional tower stand that can be purchased from HP.
1. Prepare the computer for disassembly (Preparation for disassembly on page 18).
2. Orient the computer so that its right side is facing up and place the computer in the optional stand.
NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower
stand.
3. Reconnect the AC power cord and any external devices, then turn on the computer.
NOTE: Ensure at least 10.2 centimeters (4 inches) of space on all sides of the computer remains clear
and free of obstructions.
4. Lock any security devices that were disengaged when the top cover was removed.
Changing from desktop to tower conguration 51
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, optical drives, or USB ash media devices.
●
(Windows 7 only) Establish an Ownership Tag, the text of which is displayed each time the system is
turned on or restarted.
●
Enter the Asset Tag or property identication number assigned by the company to this computer.
●
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
●
Establish 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 monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access dierent options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
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.
52 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 53
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
●
DIMM size (for each installed module)
●
System BIOS version
●
ME Firmware version (Intel only)
●
Video BIOS version
●
Super I/O Firmware 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
●
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
●
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 HP.com for BIOS Updates’ or ‘Check the Network for BIOS Updates’
The string that appears here depends on the setting in ‘BIOS Update Preferences’.
54 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
Option Description
●
Lock BIOS Version
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●
BIOS Update Preferences
Allows the administrator to select the source of network updates (www.hp.com or another network
server) and allows conguration of a periodic check for updates, including policies for:
■
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
●
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.
System IDs Lets you set the following values:
●
Asset Tracking Number
●
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.
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 (F10) Utilities 55
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
Set up BIOS
Administrator Password
Change BIOS
Administrator Password
(This selection is active
only if a BIOS
administrator password is
set.)
Password Policies Let you set the guidelines for a valid password. Options include:
Lets you set and enable a BIOS administrator password, which includes the following privileges:
●
Manage other BIOS users
●
Full access to BIOS policy and settings
●
Unlock the computer when other BIOS users fail the preboot authentication.
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.
Lets you change the BIOS administrator password.
You must know the current password to be able to change it.
●
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 Device
Lets you set the Trusted Platform Module as available or hidden.
●
TPM State
Select to enable the TPM.
●
TPM Clear
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.
BIOS Sure Start
●
Verify Boot Block on every Boot
Select to check validity of boot block region each boot. If not selected, boot block region will be
validated on power cycles.
56 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option Description
●
Data Recovery Policy
Select ‘Automatic’ or ‘Manual’ to set data recovery policy. ‘Manual’ lets you select whether or not to
execute recovery of a corrupted region if it is detected.
Set Up BIOS Power-On
Password
Change BIOS Power-On
Password
(This selection is active
only if a BIOS power-on
password is set.)
DriveLock Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,
Secure Erase Lets you select a hard drive to completely erase.
Lets you set and enable a BIOS power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Lets you change the BIOS power-on password.
You must know the current password to be able to change it.
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.
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.
Save/Restore MBR of the
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.
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.
Computer Setup (F10) Utilities 57
Table 5-2 Computer Setup—Security (continued)
Option Description
Smart Cover Cover Lock (Lock/Unlock)
Default is ‘Unlock’.
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.
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—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:
●
●
●
●
●
●
●
●
●
Startup Menu 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 for Windows 10 and disabled for Windows 7 systems.
CD-ROM Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
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’.
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.
58 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
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).
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 monitor light turns green. After POST is completed, a list of bootable devices is displayed.
Use the arrow keys to select the preferred bootable device and press Enter. The computer then boots
from the selected non-default device for this one time.
Secure Boot
Conguration
System Options Congure Storage Controller for RAID (enable/disable)
Congure Legacy Support and Secure Boot
Legacy Support – 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.
Secure Boot – Lets you make sure an operating system is legitimate before booting to it, making Windows
resistant to malicious modication from preboot to full OS booting, preventing rmware attacks. UEFI and
Windows Secure Boot only allow code signed by pre-approved digital certicates to run during the
rmware and OS boot process.
Default is ‘Legacy Support Enable and Secure Boot Disable’ for Windows 7 and other non-Windows
congurations. Default is ‘Legacy Support Disable and Secure Boot Enable’ for Windows 10
congurations.
Secure Boot Key Management
Lets you manage the custom key settings.
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.
Lets you enable onboard RAID. Default is disabled.
POST Prompt for RAID Conguration (Intel only)
When disabled, the prompt for ‘RAID option ROM’ in legacy mode is suppressed.
SVM CPU Virtualization (AMD only)
Computer Setup (F10) Utilities 59
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Controls the virtualization features of the processor. Changing this setting requires turning the computer
o and then back on. Default is disabled.
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.
PCI Express Slot x (enable/disable)
Lets you disable individual expansion slots.
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’.
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.
Dust Filter
Select to enable the Dust Filter replacement reminder, which can be set for 15, 30, 60, 90, 120, or 180
days. The reminder will show during POST after the reminder timer has expired.
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.
Audio Device
Select to show the device in the operating system. 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.
Integrated Microphone
Clear to disable the integrated microphone. This does not aect devices plugged into audio jacks. Default
is enabled.
Integrated Camera
Clear to disable the integrated webcam. Default is enabled.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
Fingerprint Device
60 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Select to show the device in the operating system. Default is enabled.
Touch Panel
Clear to disable the display panel touch feature. Default is enabled.
Port Options Allows you to hide the following ports from the operating system:
●
Serial port A
●
Serial port B
●
SATA0
●
SATA1
●
SATA2
●
SATA3
●
SATA5
●
Front USB ports
●
Rear USB ports
●
USB charging port function
●
Media card reader
Restrict USB Devices
Specify the following categories of USB devices to enable:
●
Allow all USB devices
●
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 legacy’ for
Windows 7 and other non-Windows congurations. Default is ‘All UEFI’ for Windows 10.
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)
Computer Setup (F10) Utilities 61
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
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.
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 for Windows 10.
S0 (On) = Solid white LED.
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) — repeated
cycles of 3 blinks and a pause.
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) —
repeated cycles of 4 blinks and a pause.
S5 (Soft O) = LED is o.
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.
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.
62 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
●
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 54 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 54 in the Computer Setup—File table.)
Recovering the Conguration Settings 63
6 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 94.
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 52 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 94 for more information.
●
If the screen is blank, plug the monitor into a dierent video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.
●
If you are working on a network, plug another computer with a dierent cable into the network
connection. There may be a problem with the network plug or cable.
●
If you recently added new hardware, remove the hardware and see if the computer functions properly.
●
If you recently installed new software, uninstall the software and see if the computer functions properly.
●
Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting
the operating system, use “Last Known Conguration.”
●
Refer to the comprehensive online technical support at http://www.hp.com/support.
●
Refer to Helpful hints on page 65 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.
64 Chapter 6 Troubleshooting without diagnostics
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●
Be in front of your computer when you call.
●
Write down the computer serial number, product ID number, and monitor serial number before calling.
●
Spend time troubleshooting the problem with the service technician.
●
Remove any hardware that was recently added to your system.
●
Remove any software that was recently installed.
●
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data les before
running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider
or dealer.
Helpful hints
If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:
●
Check that the computer and monitor are plugged into a working electrical outlet.
●
Check that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●
Check that the computer is turned on and the white power light is on.
●
Check that the monitor is turned on and the green monitor light is on.
●
Check the Power LED on the front of the computer to see if it is ashing red. The ashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 94 for more information.
●
Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●
Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
●
Check all cable connections for loose connections or incorrect connections.
●
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not shut
down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is
set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●
Recongure the computer after installing a non-plug and play expansion board or other option. See
Solving Hardware Installation Problems on page 82 for instructions.
●
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
●
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful hints 65
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
●
If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors
are disabled and if the monitor is connected into these ports, the monitor will not function. You can
select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you
are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briey when booting the
computer.
Computer appears locked up and will not turn o when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 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.
66 Chapter 6 Troubleshooting without diagnostics
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the Computer Setup settings to make sure the
Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
or contact an authorized dealer or reseller for RTC battery
replacement.
To access Control Panel in Windows 7, select Start, and then
select Control Panel.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel.
internal system speaker is not muted (this setting does not
aect the external speakers).
2. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause Solution
Smart Cover Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause Solution
Processor is too hot. 1. Make sure airow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
hard drive.
Solving general problems 67
Poor performance.
Cause Solution
Low on memory. Add more memory.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. 1. Close unnecessary applications to free up memory.
Restart the computer.
2. Add more memory.
3. Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
In Windows 7:
a. Go to Start > All Programs > Accessories > Run
b. Type msconfig, and then press Enter.
c. On the Startup tab of the System Conguration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 10:
a. Type msconfig in the taskbar search box, and then
select mscong.
b. On the Startup tab of the System Conguration Utility,
click Open Task Manager.
c. Select applications that you do not want to launch
automatically, and the click Disable.
Some software applications, especially games, are stressful on
the graphics subsystem.
Cause unknown. Restart the computer.
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
68 Chapter 6 Troubleshooting without diagnostics
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.
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns white, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on white then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is o, then replace
the power supply.
6. Replace the system board.
Solving general problems 69
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Power supply will not turn on because of internal power supply
fault.
Computer powered o automatically and the Power LED ashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
Power LED ashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red three times and then white four times.
Select the proper AC voltage using the selector switch.
Replace the power supply.
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
3. If fan a plugged in and not spinning, replace it.
Cause Solution
Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage
70 Chapter 6 Troubleshooting without diagnostics
selector, located on the rear of the power supply (some
models), is set to the appropriate voltage. Proper voltage
setting depends on your region.
2. Open the access panel and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power o and replace one device at a time and
repeat this procedure until failure occurs. Replace the device
that is causing the failure. Continue adding devices one at a
time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and right-click on
Disk transaction problem.
Cause Solution
a drive. Select Properties, and then select the Tools tab.
Under Error-checking click Check Now.
In Windows 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.
Either the directory structure is bad or there is a problem with a
le.
Drive not found (identied).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
The device is attached to a SATA port that has been hidden in
Computer Setup.
In Windows 7, click Start, expand Computer, and right-click on a
drive. Select Properties, and then select the Tools tab. Under
Error-checking click Check Now.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.
See reconguration directions in the Solving Hardware
Installation Problems on page 82 section. If the system still
does not recognize the new device, check to see if the device is
listed within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Boot Options.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
Boot Options.
Solving hard drive problems 71
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.
Bootable hard drive is not listed rst in the Boot Order. Run the Computer Setup utility and select Advanced > Boot
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
▲ Perform Drive Protection System (DPS) testing in system
ROM.
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system les for the appropriate operating system.
the Advanced > Boot Options list.
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
beeps are heard. See POST error messages and diagnostic front
panel LEDs and audible codes on page 94 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Computer seems to be locked up.
Cause Solution
Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn o the power. To restart the computer, press the power
button again.
72 Chapter 6 Troubleshooting without diagnostics
Solving media card reader problems
Media card will not work in a digital camera after formatting it in Windows.
Cause Solution
By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.
A write-protected or locked error occurs when attempting to write to the media card.
Cause Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
Can not write to the media card.
Cause Solution
The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
Either format the media card in the digital camera or select FAT
le system to format the media card in a computer with Windows.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
to see if it writable. Refer to the previous section for a list of
compatible cards.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Unable to access data on the media card after inserting it into a slot.
Cause Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Do not know how to remove a media card correctly.
Cause Solution
The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on the
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
corresponding drive icon, and then select Eject. Pull the card out
of the slot.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on the corresponding drive
icon, and then select Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is ashing
Solving media card reader problems 73
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the rst time.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause Solution
The inserted media card has boot capability. 1. If you do not want to boot from the media card, remove it
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Blank screen (no video).
Cause Solution
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
during boot or do not select the option to boot from the
inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify the
boot menu.
3. Change the boot sequence in F10 Computer Setup.
Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
Bad monitor. Try a dierent monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer and
to the electrical outlet.
You may have a screen blanking utility installed or energy saver
features are enabled.
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
You are using a xed-sync monitor and it will not sync at the
resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the
Monitor settings in the computer are not compatible with the
monitor.
Press any key or click the mouse button and type your password
(if set).
Reash the system ROM with the latest BIOS image.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
motherboard or an add-in card. Try moving the monitor
connection to a dierent connector on the back of the computer
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
74 Chapter 6 Troubleshooting without diagnostics
Blank screen (no video).
Cause Solution
To access Control Panel in Windows 7, click Start, and then
select Control Panel.
To access Control Panel in Windows 10, type control
panel in the taskbar search box, and then select Control
Panel from the list of applications.
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is congured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
Blank screen and the power LED ashes Red ve times, once every second, followed by a two second pause, and the computer
beeps ve times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video memory error. 1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Blank screen and the power LED ashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED ashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
Solving display problems 75
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
Cables are not properly connected. Check that the graphics cable is securely connected to the
Blurry video or requested resolution cannot be set.
Cause Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Monitor is not capable of displaying requested resolution. Change requested resolution.
Graphics card is bad. Replace the graphics card.
Disable monitor energy saver feature.
graphics card (if applicable) or video connector and the monitor.
Install the video drivers included in the upgrade kit.
The picture is broken up, rolls, jitters, or ashes.
Cause Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came with
Image is not centered.
Cause Solution
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with each
other’s electromagnetic eld by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
the monitor for instructions.
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
76 Chapter 6 Troubleshooting without diagnostics
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is o while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take eect.
To enter Safe Mode in Windows 7:
1. Restart the computer.
2. Press and hold the F8 key as your computer restarts, before
the Windows logo appears. If the Windows logo appears,
you must restart the computer and try again.
3. On the Advanced Boot Options screen, use the arrow keys to
highlight the safe mode option you want, and then press
Enter.
4. Log on to your computer with a user account that has
administrator rights.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 10:
1. Log into the computer using an Administrator account.
2. Type msconfig in the taskbar search box, and then select
mscong from the list of applications.
3. Click the Boot tab, select Safe boot and then click OK.
High pitched noise coming from inside a at panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (at panel monitors using an analog VGA input connection only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
Solving display problems 77
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (at panel monitors using an analog VGA input connection only).
Cause Solution
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support
Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card.
2. Replace the graphics card.
Certain typed symbols do not appear correct.
Cause Solution
The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate
symbol. You can copy the symbol from the Character Map into a
document.
In Windows 7, click Start, select All Programs, select Accessories,
select System Tools, and then select Character Map.
In Windows 10, type ch in the taskbar search box, and then select
Character Map from the list of applications.
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
Sound does not come out of the speaker or headphones.
Cause Solution
Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the
that Mute is not selected and use the volume slider to adjust the
volume.
Options.
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently
installed sound card.
78 Chapter 6 Troubleshooting without diagnostics
See the sound card documentation for proper speaker connection.
The rear audio jack output is the green receptacle.
Sound does not come out of the speaker or headphones.
Cause Solution
Headphones or devices connected to the line-out connector mute
the internal speaker.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced >
The application is set to use a dierent audio device than
speakers.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Built-in Device Options.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Set the operating system to use the correct audio device.
Sound from headphones is not clear or mued.
Cause Solution
Headphones are plugged into the rear audio output connector.
The rear audio output connector is for powered audio devices and
is not designed for headphone use.
Computer appears to be locked up while recording audio.
Cause Solution
The hard disk may be full. Before recording, make sure there is enough free space on the
Line-in jack is not functioning properly.
Cause Solution
Jack has been recongured in the audio driver or application
software.
Plug the headphones into the headphone connector on the front
of the computer.
hard disk. You can also try recording the audio le in a
compressed format.
In the audio driver or application software, recongure the jack or
set the jack to its default value.
Solving audio problems 79
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a dierent audio device than
speakers.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Set the operating system to use the correct audio device.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port] is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
If you are on a network, you may not have made the connection
to the printer.
Printer may have failed. Run printer self-test.
Printer will not turn on.
Cause Solution
The cables may not be connected properly. Reconnect all cables and check the power cord and electrical
Make the proper network connections to the printer.
outlet.
80 Chapter 6 Troubleshooting without diagnostics
Printer prints garbled information.
Cause Solution
The correct printer driver for the application is not installed. Install the correct printer driver for the application.
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it o for one minute, then turn it back
on.
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and rell it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause Solution
If your computer is equipped with USB 3.0 ports, connected USB
3.0 devices can interfere with the wireless keyboard USB receiver.
Keyboard commands and typing are not recognized by the computer.
Cause Solution
Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Connect the wireless keyboard USB receiver to a USB 2.0 port that
is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
the computer, and then restart the computer.
computer.
CAUTION: When attempting to resume from Sleep date, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Solving keyboard and mouse problems 81
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal
Shut down the computer using the keyboard.
Windows 7:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to select Shut Down and then press
Enter.
3. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 10:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
computer.
components.
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause Solution
Mouse roller ball or the rotating encoder shafts that make contact
with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean
the internal components with a mouse cleaning kit available from
most computer stores.
Solving Hardware Installation Problems
You may need to recongure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
congures the computer. If you install a non-plug and play device, you must recongure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
82 Chapter 6 Troubleshooting without diagnostics
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Table 6-1 Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause Solution
Device is not seated or connected properly. Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn o the computer, turn on the external device, then turn on
When the system advised you of changes to the conguration,
you did not accept them.
A plug and play board may not automatically congure when
added if the default conguration conicts with other devices.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
Computer will not start.
Cause Solution
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting the
changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
is selected for appropriate USB ports under Advanced > Port
Options.
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4.
2. Observe the beeps and LED lights on the front of the
computer. Beeps and ashing LEDs are codes for specic
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
Solving Hardware Installation Problems 83
Power LED ashes Red three times and then white two times.
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,
Solving Network Problems
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
Table 6-2 Solving Network Problems
Network driver does not detect network controller.
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4
3. Replace third-party memory with HP memory.
4. Replace the system board.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Incorrect network driver. Check the network controller documentation for the correct driver
or obtain the latest driver from the manufacturer’s Web site.
Network status link light never 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 7, click Start, select Control
Panel, and then select Device Manager.
84 Chapter 6 Troubleshooting without diagnostics
Table 6-2 Solving Network Problems (continued)
Network status link light never ashes.
NOTE: The network status light is supposed to ash when there is network activity.
Cause Solution
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager
from the list of applications.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
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 7, click Start, and then select
Control Panel.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.
Solving Network Problems 85
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause Solution
The les containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in
Windows 7.
If necessary, download the softpaq from the web (from a dierent
computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industrystandard specications.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not congured properly. Verify Network Connectivity, that a DHCP Server is present, and
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
that the Remote System Installation Server contains the NIC
drivers for your NIC.
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Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned o (depending on the
Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the
computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
NOTE: The memory count will be aected by congurations with the Management Engine (ME) enabled. The
ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME rmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly and
Integrated graphics may use system memory. No action required.
Insucient memory error during operation.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
requirements.
that proper modules are used.
Cause Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
You have run out of memory for the application. Check the memory requirements for the application or add more
Delete any TSRs that you do not need.
memory to the computer.
Solving memory problems 87
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.
Solving CD-ROM and DVD problems
If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table
or to the documentation that came with the optional device.
System will not boot from CD-ROM or DVD drive.
Cause Solution
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.
The device is attached to a SATA port that has been hidden in the
Computer Setup utility.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in
Non-bootable CD in drive. Try a bootable CD in the drive.
Boot order not correct. Run the Computer Setup utility and change boot sequence in
Drive not found (identied).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
media in Advanced > Boot Options.
Advanced > Boot Options.
Advanced > Boot Options.
See reconguration directions in the Solving Hardware
Installation Problems on page 82 section. If the system still does
not recognize the new device, check to see if the device is listed
within Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
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 >
88 Chapter 6 Troubleshooting without diagnostics
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Power-On Options.
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause Solution
Drive is not connected properly or not properly congured. See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause Solution
Movie may be regionalized for a dierent country. See the documentation that came with the DVD drive.
Decoder software is not installed. Install decoder software.
Damaged media. Replace media.
Movie rating locked out by parental lock. Use DVD software to remove parental lock.
Media installed upside down. Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause Solution
Disc not properly seated in the drive. Turn o the computer and insert a thin metal rod into the
emergency eject hole and push rmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause Solution
Media is corrupt. Try dierent media to conrm whether media is valid.
Media has been inserted upside down. Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most
Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.
Wait at least 30 seconds to let the DVD-ROM drive determine the
type of media being played. If the disc still does not start, read the
other solutions listed for this topic.
computer stores.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
2. Restart the computer and let Windows detect the CD or DVD
driver.
Solving CD-ROM and DVD problems 89
Recording or copying CDs is dicult or impossible.
Cause Solution
Wrong or poor quality media type. 1. Try using a slower speed when recording.
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
2. Verify that you are using the correct media for the drive.
3. Try a dierent brand of media. Quality varies widely
between manufacturers.
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.
90 Chapter 6 Troubleshooting without diagnostics
Solving front panel component problems
If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
Device is not properly connected. 1. Turn o the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power. If the USB device requires AC power, be sure one end is connected
to the device and one end is connected to a live outlet.
The correct device driver is not installed. 1. Install the correct driver for the device.
2. You might need to reboot the computer.
The cable from the device to the computer does not work. 1. If possible, replace the cable.
2. Restart the computer.
The device is not working. 1. Replace the device.
2. Restart the computer.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that the USB ports are
set to Enabled in Security > USB Security.
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
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.)
your ISP.
the front of the cable/DSL modem.
Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on the
front of the cable/DSL modem will be on.)
computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)
Windows 7:
1. Select Start > Control Panel.
2. Click Internet Options.
Solving front panel component problems 91
Unable to connect to the Internet.
Cause Solution
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Windows 10:
1. Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click the
Delete button.
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Solving 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 94 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
92 Chapter 6 Troubleshooting without diagnostics
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