Maintenance and Service Guide
HP MP9 G4 Retail System
© Copyright 2018 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: May 2018
Document Part Number: L35295-001
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 panel components ........................................................................................................................................ 1
Rear panel components ......................................................................................................................................... 2
Serial number location .......................................................................................................................................... 2
2 Illustrated parts catalog ................................................................................................................................ 3
Computer major components ................................................................................................................................ 3
Miscellaneous parts ............................................................................................................................................... 5
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................... 7
Electrostatic discharge information ...................................................................................................................... 7
Generating static ................................................................................................................................. 7
Preventing electrostatic damage to equipment ................................................................................. 8
Personal grounding methods and equipment .................................................................................... 8
Grounding the work area ..................................................................................................................... 8
Recommended materials and equipment ........................................................................................... 9
Operating guidelines .............................................................................................................................................. 9
Routine care ......................................................................................................................................................... 10
General cleaning safety precautions ................................................................................................ 10
Cleaning the computer case .............................................................................................................. 10
Cleaning the keyboard ....................................................................................................................... 10
Cleaning the monitor ......................................................................................................................... 11
Cleaning the mouse ........................................................................................................................... 11
Service considerations ......................................................................................................................................... 11
Tools and software requirements ..................................................................................................... 11
Screws ............................................................................................................................................... 11
Hard Drives ........................................................................................................................................ 12
Lithium coin cell battery .................................................................................................................... 12
SATA hard drives .................................................................................................................................................. 12
4 Removal and replacement procedures ........................................................................................................... 13
Warnings and cautions ........................................................................................................................................ 13
Preparation for disassembly ............................................................................................................................... 14
Front bezel dust lter .......................................................................................................................................... 14
Access panel ......................................................................................................................................................... 15
v
Front bezel ........................................................................................................................................................... 16
Hood sensor ......................................................................................................................................................... 17
Speaker ................................................................................................................................................................ 18
Hard drive ............................................................................................................................................................. 19
Hard drive connector ........................................................................................................................................... 20
Drive cage ............................................................................................................................................................ 21
M.2 PCIe solid state drive (SSD) ........................................................................................................................... 22
WLAN module ...................................................................................................................................................... 23
Battery ................................................................................................................................................................. 24
Expansion connector board ................................................................................................................................. 26
Memory modules ................................................................................................................................................. 27
Memory module specications ......................................................................................................... 27
Removing memory modules ............................................................................................................. 27
Fan ........................................................................................................................................................................ 30
Heat sink .............................................................................................................................................................. 31
Processor ............................................................................................................................................................. 33
System board ....................................................................................................................................................... 34
System board components ............................................................................................................... 37
Internal WLAN antenna cables ............................................................................................................................ 38
Changing from desktop to tower conguration .................................................................................................. 40
5 Computer Setup (F10) Utility ........................................................................................................................ 41
Computer Setup (F10) Utilities ............................................................................................................................ 41
Using Computer Setup (F10) Utilities ................................................................................................ 41
Computer Setup–Main ....................................................................................................................... 43
Computer Setup—Security ............................................................................................................... 45
Computer Setup—Advanced ............................................................................................................. 48
Computer Setup—UEFI Drivers ......................................................................................................... 52
Recovering the Conguration Settings ............................................................................................................... 52
6 Troubleshooting without diagnostics ............................................................................................................ 53
Safety and comfort .............................................................................................................................................. 53
Before you call for technical support .................................................................................................................. 53
Helpful hints ........................................................................................................................................................ 54
Solving general problems .................................................................................................................................... 55
Solving power problems ...................................................................................................................................... 58
Solving hard drive problems ................................................................................................................................ 59
Solving media card reader problems ................................................................................................................... 61
Solving display problems .................................................................................................................................... 62
Solving audio problems ....................................................................................................................................... 66
Solving printer problems ..................................................................................................................................... 67
vi
Solving keyboard and mouse problems .............................................................................................................. 68
Solving hardware installation problems ............................................................................................................. 70
Solving network problems .................................................................................................................................. 71
Solving memory problems .................................................................................................................................. 73
Solving USB ash drive problems ........................................................................................................................ 75
Solving Internet access problems ....................................................................................................................... 75
Solving software problems .................................................................................................................................. 76
7 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 78
POST numeric codes and text messages ............................................................................................................. 78
Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 83
8 Password security and resetting CMOS .......................................................................................................... 85
Resetting the password jumper .......................................................................................................................... 85
Clearing and resetting the BIOS ........................................................................................................................... 87
9 Using HP PC Hardware Diagnostics ................................................................................................................ 88
Using HP PC Hardware Diagnostics Windows ..................................................................................................... 88
Downloading HP PC Hardware Diagnostics Windows ....................................................................... 88
Downloading the latest HP PC Hardware Diagnostics Windows version ....................... 89
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ..................................................................................................... 89
Installing HP PC Hardware Diagnostics Windows ............................................................................. 89
Using HP PC Hardware Diagnostics UEFI ............................................................................................................. 89
Starting HP PC Hardware Diagnostics UEFI ....................................................................................... 90
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive .............................................. 90
Downloading the latest HP PC Hardware Diagnostics UEFI version .............................. 90
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ..................................................................................................... 90
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ............................................. 91
Downloading Remote HP PC Hardware Diagnostics UEFI ................................................................. 91
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ................. 91
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
number ............................................................................................................................ 91
Customizing Remote HP PC Hardware Diagnostics UEFI settings .................................................... 91
Appendix A Power Cord Set Requirements ........................................................................................................ 93
General Requirements ......................................................................................................................................... 93
Japanese Power Cord Requirements ................................................................................................................... 93
Country-Specic Requirements .......................................................................................................................... 94
vii
Appendix B Statement of memory volatility ..................................................................................................... 95
Nonvolatile memory usage ................................................................................................................................. 97
Questions and answers ....................................................................................................................................... 99
Using HP Sure Start (select models only) .......................................................................................................... 100
Appendix C Specications ............................................................................................................................. 101
Index ........................................................................................................................................................... 102
viii
1 Product features
Standard conguration features
Features may vary depending on the model. For a complete listing of the hardware and software installed in
the computer, run the diagnostic utility (included on some computer models only).
NOTE: This computer model can be used in a tower orientation or a desktop orientation. The tower stand is
sold separately.
Front panel components
NOTE: Your computer model may look slightly dierent from the illustration in this section.
Item Icon Component Item Icon Component
1 USB 3.1 Gen 2 Type-C port 5 Audio-out (headphone)/Audio-in
(microphone) combo jack
2 USB 3.1 Gen 2 port* 6 Main storage LED
3 USB 3.1 Gen 1 charging port* 7 Dual-state power button
4 Headphone jack
*When the computer is on, the USB port connects a USB device, provides high-speed data transfer, and even when the computer is o,
charges products such as a cell phone, camera, activity tracker, or smartwatch.
NOTE: The main storage LED is normally white when the power is on. If it is ashing red, there is a problem with the computer and
the main storage LED is displaying a diagnostic code. Refer to Interpreting system validation diagnostic front panel LEDs and
audible codes on page 83 to interpret the code.
Standard conguration features 1
Rear panel components
NOTE: Your computer model may look slightly dierent from the illustration in this section.
Item Icon Component Item Icon Component
1 Antenna cover 7 USB 3.1 Gen 2 ports (2)
2 Thumbscrew 8 Optional port
3 Security cable slot 9 USB 3.1 Gen 1 ports (2)
One of the following ports may be used:
DisplayPort, HDMI, VGA, USB Type-C, or
serial port
4 External antenna connector (optional) 10 RJ-45 (network) jack/status lights
5 Padlock loop 11 Power connector
6 Dual-Mode DisplayPort (2)
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 support for assistance.
2 Chapter 1 Product features
2 Illustrated parts catalog
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) Front bezel dust lter (for use only in 35 W models)
(4) Speaker
(5) Hood sensor
(6) Option boards:
HDMI option board
DisplayPort option board
Computer major components 3
Item Description
VGA option board
Serial port option board
USB Type-C option board
(7) Solid-state drives, NVMe, M.2 2280, PCIe
1 TB, TLC
512-GB, TLC
512-GB
256-GB, TLC
128-GB, TLC
128-GB
Optane memory module (16 GB)
(8) Memory module (SODIMM, DDR4-2400)
16-GB
8-GB
4-GB
(9) Hard drives
1-TB, 7200-rpm, 9.5 mm
1-TB, 5400-rpm, hybrid SSD, 9.5 mm
500 GB, 7200 rpm, 7 mm
500 GB, 7200 rpm, OPAL2, self-encrypting drive (SED), 7 mm
500-GB, 5400-rpm, FIPS, 7 mm
500-GB, 5400-rpm, hybrid SSD, 7 mm
Solid-state drives, 2.5-inch, SATA-3, TLC
512-GB, FIPS-140-2
512-GB, OPAL 2, self-encrypting drive (SED)
512-GB
256-GB, FIPS-140-2
256-GB, OPAL 2, self-encrypting drive (SED)
256-GB
(10) Hard drive cage
(11) Hard drive cable
(12) WLAN modules
Intel 9560 802.11ac 2x2 with Bluetooth M.2 Combo Card vPro
Intel 9560 802.11ac 2x2 with Bluetooth M.2 Combo Card non-vPro
4 Chapter 2 Illustrated parts catalog
Item Description
Realtek RTL8822BE 802.11ac 2x2 with Bluetooth M.2 Combo Card
Realtek RTL8821CE 802.11ac 1x1 with Bluetooth M.2 Combo Card
(13) RTC battery
(14) Fan
(15) Heat sink (includes replacement thermal material)
(16) Processor (include replacement thermal material)
Intel i7-8700T processor
Intel i5-8600T processor
Intel i3-8100T processor
Intel Pentium G5400T processor
Intel Celeron G4900T processor
(17) System board (includes replacement thermal material)
(18) Antenna cable, wireless
(19) Stand
Miscellaneous parts
Description
AC adapter
65 W, nPFC
Sleeve Kits
I/O sleeve
Hard drive sleeve
Optical drive sleeve
VESA sleeve
HP speaker phone security sleeve
Quick release
EPS bracket
PC mounting bracket, B300
Antenna cover
Port cover
HP USB-Type C to USB Type-A Hub
DisplayPort cable
DVI monitor cable
Miscellaneous parts 5
Description
Adapters
USB Type-C to USB 3.0
DisplayPort to VGA
DisplayPort to HDMI 2.0
DisplayPort to DVI
USB to serial port
Keyboard
Washable, PVC, USB/PS2
USB
USB, Essential
Conferencing, USB
USB, slim
Wireless keyboard and mouse
Slim, PCR, USB (Brazil and Latin America)
Smart card, slim, CCID, USB
Anti-microbial, slim
Grey, slim, USB
Collaboration, USB
Collaboration, wireless
Wireless, premium
Health care, wired, USB
Premium, wireless, keyboard and mouse
Mouse
USB, optical
USB, laser
USB
USB, premium
USB, antimicrobial
USB/PS2, washable
USB, hardened
USB, heath care, wired
Power cord
6 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 7
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.
8 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 9
●
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 10 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 10 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 10.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 10
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.
10 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 10.
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 10.
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software requirements
To service the computer, you need the following:
●
Torx T-15 screwdriver
●
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver; not required)
●
Phillips #1 screwdriver
●
Diagnostics software
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of dierent lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP
strongly recommends that all screws removed during disassembly be kept with the part that was removed,
then returned to their proper locations.
CAUTION: 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 11
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.
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
Jumpers for conguring drive N/A
Data transfer rate 6.0 Gb/s
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
4 Removal and replacement procedures
Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.
NOTE: Not all features listed in this guide are available on all computers.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
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 you
touch them.
Do not plug telecommunications or telephone connectors into 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 into a grounded (earthed) AC outlet that is easily accessible at all times.
To reduce the risk of serious injury, read the Safety & Comfort Guide. The Safety & Comfort Guide also
provides important electrical and mechanical safety information. The
the web at http://www.hp.com/ergo.
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.
IMPORTANT: 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 7 for more information.
When the computer is plugged into an AC power source, voltage is always applied to the system board. To
prevent damage to internal components, you must disconnect the power cord from the power source before
opening the computer.
NOTE: Your computer model may look slightly dierent from the illustrations in this chapter.
Safety & Comfort Guide is available on
Warnings and cautions 13
Preparation for disassembly
See Routine care, SATA drive guidelines, and disassembly preparation on page 7 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.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
IMPORTANT: 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. To prevent damage to internal components, you must
disconnect the power cord from the power source before opening the computer.
5. If the computer is on a stand, remove the computer from the stand.
WARNING! Beware of sharp edges inside the chassis.
Front bezel dust lter
Some models are equipped with an optional front bezel dust lter. You must periodically clean the dust lter
so that the dust collected on the lter does not impede air ow through the computer.
To remove, clean, and replace the dust lter:
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. To remove the dust lter, use your ngers to separate the lter from the front bezel at the tab locations
shown below.
3. Use a soft brush or cloth to clean dust from the lter. If heavily soiled, rinse the lter clean with water.
To install the front bezel dust lter, reverse the removal procedure.
14 Chapter 4 Removal and replacement procedures
Access panel
To access internal components, you must remove the access panel:
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Loosen the thumbscrew on the rear of the computer (1), and then slide the panel forward and lift it o
the computer (2).
NOTE: If necessary, a Torx T15 or at-bladed screwdriver can be used to loosen the thumbscrew.
NOTE: Your computer model may look slightly dierent from the illustration in this section. Some
models have vent holes on the access panel.
Access panel 15
Front bezel
NOTE: It is not necessary to remove the front bezel to access other components.
The front bezel is secured to the top cover by tabs.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Position the top cover upside-down so you can access the inside of the bezel.
4. Remove the two Phillips screws (1) that secure the bezel to the access panel.
5. Simultaneously press the two top tabs (not the four bottom tabs) to disengage the bezel (2).
6. Rotate the top of the bezel downward (3), and then remove it from the access panel (4).
To install the front bezel, reverse the removal procedure.
16 Chapter 4 Removal and replacement procedures
Hood sensor
The hood sensor is located near the front of the computer.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Lift the rubber cover from the hood sensor (1).
4. Disconnect the cable from the system board, and then lift the hood sensor out of the computer (2).
To install the hood sensor, reverse the removal procedure.
Hood sensor 17
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 14).
2. Remove the access panel (Access panel on page 15).
3. Disconnect the speaker cable from the system board connector (1).
4. From the front of the computer, remove the Phillips screw that secures the speaker to the chassis (2).
5. Remove the insulator and tape from the top and inside of the speaker (3).
6. Lift the speaker straight up and out of the bracket on the inside of the chassis (4).
To install the speaker, reverse the removal procedures.
18 Chapter 4 Removal and replacement procedures
Hard drive
For a list of available hard drives, see Computer major components on page 3.
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 14).
2. Remove the access panel (Access panel on page 15).
3. Rotate the hard drive latch up (1) to disengage the hard drive from the cage. Then slide the drive toward
the rear of the chassis until it stops, and then lift the hard drive up and out of the cage (2).
Hard drive 19
Hard drive connector
The hard drive connector is installed in the hard drive cage and connects to the system board.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Remove the hard drive (Hard drive on page 19).
4. Disconnect the cable from the system board (1).
5. Remove the two Torx T15 screws that secure the connector to the drive cage (2).
6. Lift the hard drive connector out of the computer (3).
To install the hard drive connector, reverse the removal procedure.
20 Chapter 4 Removal and replacement procedures
Drive cage
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Remove the hard drive (Hard drive on page 19).
4. Lift the connector latch on the system board (1), and then disconnect the hard drive cable using the pull
tab on the cable (2).
5. Remove the two Torx T15 screws (3) that secure the hard drive cage to the chassis.
6. Slide the hard drive cage back, and then lift it out of the chassis (4).
To install the drive cage, reverse the removal procedure.
Drive cage 21
M.2 PCIe solid state drive (SSD)
For a list of available solid-state drives, see Computer major components on page 3.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. In models with a hard drive, remove the hard drive (Hard drive on page 19) and drive cage Drive cage
on page 21.
4. Locate the M.2 SSD on the system board.
5. Remove the screw (1) securing the SSD to the system board, and then pull the SSD from the socket on
the system board (2).
To replace the solid-state drive module, reverse the removal procedures.
22 Chapter 4 Removal and replacement procedures
WLAN module
For a list of available WLAN modules, see Computer major components on page 3.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. In models with a hard drive, remove the hard drive (Hard drive on page 19) and drive cage Drive cage
on page 21.
4. Locate the WLAN module on the system board.
5. Disconnect both antenna cables (1) 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.
6. Remove the screw (2) securing the WLAN module to the system board.
7. Grasp the WLAN module (3) by the sides and pull it out of the socket.
To replace the WLAN module, reverse the removal procedures.
WLAN module 23
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 14).
2. Remove the access panel (Access panel on page 15).
3. In models with a hard drive, remove the hard drive (Hard drive on page 19) and drive cage Drive cage
on page 21.
4. 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.
24 Chapter 4 Removal and replacement procedures
5. Lift the battery out of the holder.
6. Slide the replacement battery into position, positive side up. The battery holder automatically secures
the battery in the proper position.
7. Reassemble the computer.
8. Reset the date and time, your passwords, and any special system setups using Computer Setup.
Battery 25
Expansion connector board
For a list of available expansion connector boards, see Computer major components on page 3.
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 14).
2. Remove the access panel (Access panel on page 15).
3. In models with a hard drive, remove the hard drive (Hard drive on page 19) and drive cage Drive cage
on page 21.
4. Remove the two Phillips screws (1) that secure the board to the system board.
5. Lift to disengage the board from the system board connector, and then remove the expansion connector
board from the computer (2).
To install the expansion connector board, reverse the removal procedures.
26 Chapter 4 Removal and replacement procedures
Memory modules
The computer comes with at least one small outline, dual in-line memory module (SODIMM). To achieve
maximum memory support, you can populate the system board with up to 32 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 260-pin containing the mandatory Joint Electronic Device Engineering
Support CAS latency 15 DDR4 2400 MHz (15-15-15 timing)
Slots 2
Maximum Memory 32 GB
Supported 2 Gbit, 4 Gbit, 8 Gbit, and 16 Gbit non-ECC memory technologies single-sided and double-
NOTE: The system does 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.
Council (JEDEC) specication
sided memory modules
HP oers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.
Removing memory modules
For a list of available memory modules, see Computer major components on page 3.
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.
Memory modules 27
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.
IMPORTANT: 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
briey touching a grounded metal
object. For more information, see Electrostatic discharge information on page 7.
When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
28 Chapter 4 Removal and replacement procedures
3. Tilt the fan up using the front tab and leave it in the up position.
NOTE: It is not necessary to fully remove the fan to remove or install a memory module.
4. Locate the memory module locations (1) and (2) on the system board.
5. 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.
The computer automatically recognizes the new memory when you turn on the computer.
Memory modules 29
Fan
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Disconnect the fan cable from the system board (1).
4. Remove the fan cable from the clips on the side of the heat sink (2).
5. Lift fan up to about 30-45 degrees (3), and then pull it away from the heat sink (4).
To install the fan, reverse the removal procedure.
30 Chapter 4 Removal and replacement procedures
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 three captive Torx screws.
order indicated on the heat sink.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Remove the fan (Fan on page 30).
4. Disconnect the fan cable from the system board (1).
5. Loosen the three captive Torx screws (2) that secure the heat sink to the computer.
6. Remove the heat sink from the computer (3).
CAUTION: Be sure the loosen the screws in the order indicated by the numbers stamped on the heat
sink to avoid damaging the processor.
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.
Thermal grease services the processor (1) and heat sink (2). Thermal pads service the system board
components (3) and heat sink (4).
Heat sink 31
32 Chapter 4 Removal and replacement procedures
Processor
For a list of available processors, see Computer major components on page 3.
1. Prepare the computer for disassembly (Preparation for disassembly on page 14).
2. Remove the access panel (Access panel on page 15).
3. Remove the fan (Fan on page 30).
4. Remove the heat sink (Heat sink on page 31).
5. Unlatch the locking lever from the side of the processor socket (1).
6. Rotate the locking lever to its fully open position (2).
7. Raise and rotate the microprocessor retainer to its fully open position (3).
8. Lift the processor straight up to remove it (4).
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 33
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 14).
2. Remove the access panel (Access panel on page 15).
3. In models with a hard drive, remove the hard drive (Hard drive on page 19) and drive cage Drive cage
on page 21.
4. Remove the fan (Fan on page 30).
5. Remove the heat sink (Heat sink on page 31).
6. When replacing the system board, make sure the following components are removed from the defective
system board and installed on the replacement system board (as applicable):
●
Memory modules (Memory modules on page 27)
●
M.2 solid-state drive (M.2 PCIe solid state drive (SSD) on page 22)
●
Processor (Processor on page 33)
●
WLAN module (WLAN module on page 23)
●
Expansion connector board (Expansion connector board on page 26)
7. To remove the system board:
a. On models with a hard drive, disconnect the speaker cable from the system board (1), and then
remove the three Torx T15 screws (2) that secure the system board to the computer.
34 Chapter 4 Removal and replacement procedures
b. On models without a hard drive, disconnect the speaker cable from the system board (1), and then
remove the ve Torx T15 screws (2) that secure the system board to the computer.
8. Lift the front of the system board (1), and then pull it out of the computer (2).
To install the system board, reverse the removal procedures.
When replacing a system board be sure to install a thermal pad to service the graphics processor on the
system board (1) at the location on the chassis as shown by callout (2) in the following image.
System board 35
NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the aected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to 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
36 Chapter 4 Removal and replacement procedures
System board components
Sys Bd Label Color Component Sys Bd Label Color Component
CPUFAN White Processor fan HSENSE White Hood sensor
CPU Black Processor SPKR White Speaker
DIMM3 Black Secondary memory WLAN Black WLAN module
DIMM1 Black Primary memory BAT Black RTC battery
HDDFAN Black Hard drive fan SSD Black Solid-state module
PSWD Black Password header and
jumper
CMOS Yellow CMOS reset button P72 COMM_DP Black Expansion board
P60 SATA White Hard drive
connector
System board 37
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 14).
2. Remove the access panel (Access panel on page 15).
3. Remove the hard drive (Hard drive on page 19).
4. Remove the drive cage (Drive cage on page 21).
5. Remove the fan (Fan on page 30).
6. Remove the heat sink (Heat sink on page 31).
7. If applicable, remove the expansion connector board (Expansion connector board on page 26).
8. Disconnect the antenna cables from the WLAN module (WLAN module on page 23).
9. Remove the system board (System board on page 34).
10. Remove the antenna cables from their routing paths along the interior sides of the computer chassis (1).
11. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover
(2), and then rotating the top of the cover downward and o the computer (3).
NOTE: One end of the antenna cover is slightly longer than the other, so make sure to correctly
orientate the cover when replacing.
12. Pull the antenna o the chassis, and then pull the cable out of the computer (4).
13. If the computer has dual antennas, from the front of the computer, remove the antenna cables from the
clips in the chassis (1).
14. Remove the Phillips screw (2) that secures the antenna to the chassis.
38 Chapter 4 Removal and replacement procedures
15. Rotate and remove the antenna (3), and then pull the cable out of the front of the chassis (4).
Reverse the removal procedure to install the WLAN antennas and cables.
Internal WLAN antenna cables 39
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 14).
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.
40 Chapter 4 Removal and replacement procedures
5 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
Change 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.
●
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.
Computer Setup (F10) Utilities 41
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
42 Chapter 5 Computer Setup (F10) Utility
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
Processor type
●
Processor cache size (L1/L2/L3)
●
Processor speed
●
MicroCode revision
●
Processor stepping
●
DIMM size (for each installed module)
●
Firmware
System BIOS version
●
ME Firmware version (Intel only)
●
Video BIOS version
●
Reference code version
●
Super I/O Firmware version
●
USB Type-C controller(s) rmware version
●
Service
Born on date
●
Serial number
●
SKU number
●
UUID (Universally Unique Identier)
●
Asset tracking number
●
Feature byte
●
Build ID
●
Product family
●
System board ID
●
System board CT number
●
Communication
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:
●
Provide detailed system information
Computer Setup (F10) Utilities 43
Table 5-1 Computer Setup—Main (continued)
Option Description
●
Hardware subsystem tests
●
Component tests
●
Show test logs
●
Language selection
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.
Displays current BIOS version information.
●
‘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’. This selection
checks for the latest BIOS release revision on the netowrk and lets you choose whether to download
the BIOS image and update the computer.
NOTE: If MS Windows BitLocker Drive Encryption (BDE) is enabled, you must suspend BDE
temporarily before ashed. Be sure to obtain the BDE recovery password or recovery PIN before
suspending BDE. You can enable BDE after updating the BIOS.
●
BIOS Rollback Policy
Lets you select whether a minimum BIOS version can be allocated. If ‘Restricted rollback to older
BIOS’ is selected, ‘Minimum BIOS version’ becomes active. Select to enter the minimum BIOS version
that can be rolled back to.
■
Unrestricted rollback to older BIOS
■
Restricted rollback to older BIOS
●
Allow BIOS updates using a network
●
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
Change Date and Time Allows you to set system time and date.
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
Applies the custom default settings to the computer after rebooting. Does not apply to options in the
Security menu.
44 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
Option Description
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.
Restores the factory system conguration settings to the computer after rebooting. Does not apply to
options in the Security menu.
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Security
Option Description
Create BIOS
Administrator Password
Lets you set and enable a BIOS administrator password, which controls access to the following features:
●
●
●
●
●
●
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Setup Menu (F10)
3rd Party Option ROM Management (F3)
Update system ROM
WMI commands that change system settings
BIOS Conguration Utility (BCU)
Alternative power-on password
Change BIOS
Administrator Password
(This selection is active
only if a BIOS
administrator password is
set.)
Create POST Power-On
Password
Change POST Power-On
Password
(This selection is active
only if a POST Power-On
password is set.)
Password Policies Let you set the guidelines for a valid password. Options include:
Lets you change the BIOS administrator password.
You must know the current password to be able to change it.
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.
NOTE: Administrator password may be used at the power-on password prompt.
Lets you change the POST Power-On 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
Computer Setup (F10) Utilities 45
Table 5-2 Computer Setup—Security (continued)
Option Description
●
Requires at least one lower case character
●
Allow spaces
Clear Password Jumper
Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords
at boot up. Default is ‘Honor’.
Security Conguration TPM Embedded Security
●
TPM Specication Version
Displays the current TPM version.
●
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
●
TPM State
Select to enable the TPM’s data store (default). Clear to disable the data store without aecting the
data.
●
ClearTPM
Select to clear the saved keys and data in the TPM’s data store on the next boot. After rebooting this
eld is cleared.
CAUTION: Any services using the TPM (for example, Windows’ Bitlocker encryption service) will
lose functionality that depends on saved data.
BIOS Sure Start
●
Verify Boot Block on every boot. Default is disabled.
●
BIOS Data Recovery Policy. Default is Automatic.
IMPORTANT: Only select Manual in situations in which forensic analysis is to be performed before
HP Sure Start Recovery. When this policy is set to manual, HP Sure Start will not correct any issues
that are found until the manual recovery key sequence is entered by the local user. This can result in
a system that is unable to boot after inputting the manual recovery key sequence.
●
Sure Start BIOS Settings Protection. This setting requires setting the BIOS Administrator password.
Default is disabled.
●
Sure Start Secure Boot Keys Protection. Default is enabled.
●
Enhanced HP Firmware Runtime Intrusion Prevention and Detection. Enables monitoring of
rmware executing out of main memory while the operating system is running. Any anomalies
detected in rmware that are active while the operating system is running results in generation of a
Sure Start Security Event. Default is enabled.
●
Sure Start Security Event Policy. Controls HP Sure Start behavior upon identifying a critical security
event (any modication to rmware) during operating system runtime. When set to Log Event Only,
HP Sure Start logs all critical security events. When set to Log Event and Notify User, HP Sure Start
noties the user that a critical event has occurred. When set to Log Event and Power O System, HP
Sure Start powers o the system upon detecting a security event. Default is Log Event Only.
●
Sure Start Security Event Boot Notication. Default is Require Acknowledgment.
HP Secure Platform Management (SPM)
●
HP Sure Run Current State (Inactive/Active)
●
Deactivate HP Sure Run
●
SPM Current State (Not provisoned/Provisioned)
46 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option Description
●
Unprovision SPM
Physical Presence Interface. Noties the user upon system power up when changes are made to system
security policy. The user must agree to the changes to conrm them. Default is enabled.
Smart Cover
●
Cover Lock. Default is ‘Unlock’.
●
Cover Removal Sensor. 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.
●
Trusted Execution Technology (TXT)
Enabling this feature disables OS management of Embedded Security Device, prevents a reset of the
Embedded Security Device, and prevents the conguration of VTx, VTd, and Embedded Security
Device.
●
Intel Software Guard Extensions (SGX)
SGX protects select code and data from disclosure or modication.
Utilities Hard Drive Utilities
●
Save/Restore MBR of the system hard drive is only available with drives that have a Master Boot
Record
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.
●
Save/Restore GPT of System Hard Drive
Enabling this feature will save the GUID Partition Table (GPT) of the system hard drive. If the GPT is
subsequently changed, the user is prompted to choose whether to restore GPT.
●
Boot Sector (MBR/GPT) Recovery Policy Options include:
Local user control - a prompt will appear to request user conrmation if recovery is necessary.
Computer Setup (F10) Utilities 47
Table 5-2 Computer Setup—Security (continued)
Option Description
Recover in the event of corruption - automatically recover with no prompting.
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.
CD-ROM Boot. Default is enabled.
USB Storage Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
After Power Loss. Default is Power O.
■
Power o—causes the computer to remain powered o when power is restored.
■
Power on—causes the computer to power on automatically as soon as power is restored.
■
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If the system is congured to ‘Power On from Keyboard Ports’ (see Power Management
Options), then this setting is forced to ‘Power On’.
Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
UEFI Boot Order.
Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image.
UEFI boot sources always have precedence over legacy boot sources.
HP Sure Recover Provides the ability to automatically recover the operating system from a local recovery partition or from
the network.
48 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Recovery from Network Allows network recovery as the primary source.
Recover after Boot
Failure
Secure Boot
Conguration
Allows the system to initiate recovery after failing to nd a valid boot source.
Congure Legacy Support and Secure Boot
Lets you turn o all legacy support on the computer, including booting to DOS, running legacy graphics
cards, booting to legacy devices, and so on.
Lets you make sure an operating system is legitimate before booting to it, making Windows resistant to
malicious modication from preboot to full 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.
●
Legacy Support Enable and Secure Boot Disable
●
Legacy Support Disable and Secure Boot Enable
●
Legacy Support Disable and Secure Boot Disable
Default is ‘Legacy Support Disable and Secure Boot Disable’.
Secure Boot Key Management
Lets you manage the custom key settings.
Import Custom Secure Boot keys
Default is disabled.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software
components. Set this option to ‘disable’ to support Device Guard.
System Options Turbo boost
Intel Turbo Boost Technology (TBT) automatically allows processor cores to run faster than the base
operating frequency if it is operating below power, current, and temperature specication limits. Default
is enabled.
Hyperthreading (enable/disable)
Delivers two logical processors that can execute multiple tasks simultaneously using the shared hardware
resources of a single processor core. Default is enabled.
Multi-processor
Use this option to disable multi-processor support under the operating system. Default is enabled.
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.
Computer Setup (F10) Utilities 49
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
PCI Express Slot x (enable/disable)
Lets you disable individual expansion slots. Default is enabled.
M.2 SSD
Lets you disable the M.2 solid-state drive slot. Default is enabled.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. Default is enabled.
Power Button Override (disable/4 sec/15 sec/30 sec)
Lets you disable or enable and select the number of seconds you have to hold down the power button for
it to force the system to power o. Default is ‘4 sec’.
USB Type-C Connector System Software Interface (UCSI)
Select to enable communication of Type-C status and event notication to the operating system
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.
Microphone
Clear to disable microphone inputs to the audio subsystem. 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.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
M.2 WLAN/BT
Lets you disable the wireless module slot. Default is enabled.
LAN/WLAN Auto Switching
Select to enable control of WLAN function based on wired network connection status.
Wake on WLAN
Select to enable the WLAN device to wake the system from suspend states.
50 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Port Options Lets you disable the following ports (default is enabled):
Serial Port A (rear port optional component)
SATA 0
Front USB ports - front USB port 1 is the USB Type-C port.
Rear USB ports
USB Legacy Port Charging - enables USB charging port capability when the system is in hibernate or
shutdown state. Supported by the right front USB port.
Rear USB Type-C Downstream Charging - enables USB charging port capability when the system is in
hibernate or shutdown state. Rear panel optional component.
Front USB Type-C Downstream Charging - enables USB charging port capability when the system is in
hibernate or shutdown state.
Option ROM Launch
Policy
Power Management
Options
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is ‘All UEFI’ for
Windows 10 or later.
Congure Option ROM Launch Policy
●
All legacy
●
All UEFI
●
All UEFI except video
Runtime Power Management (enable/disable)
Allows certain operating systems to reduce processor voltage and frequency when the current software
load does not require the full capabilities of the processor. Default is enabled.
Extended Idle Power States (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings (enable/disable)
Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is
removed from the wake up circuitry, the expansion slots, and any management features while in S5.
Default is disabled.
SATA Power Management (enable/disable)
Enables or disables SATA bus and/or device power management. Default is enabled.
PCI Express Power Management (enable/disable)
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
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 or later.
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.
Computer Setup (F10) Utilities 51
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
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.
Computer Setup—UEFI Drivers
Lets you restart the computer into the 3rd Party Option ROM Management application. You can start this
application directly by pressing F3 during startup.
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 43 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 43 in the Computer Setup—File table.)
52 Chapter 5 Computer Setup (F10) Utility
6 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, 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 78.
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 41 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 78 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 54 in this guide.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with selfsolve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notication, and worldwide community of peers and HP experts.
Safety and comfort 53
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 78 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 70 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.
54 Chapter 6 Troubleshooting without diagnostics
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
●
If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors
are disabled and if the monitor is connected into these ports, the monitor will not function. You can
select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you
are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briey when booting the
computer.
Computer appears locked up and will not turn o when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 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.
Solving general problems 55
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 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.
Low on memory. Add more memory.
56 Chapter 6 Troubleshooting without diagnostics
Poor performance.
Cause Solution
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.
Some software applications, especially games, are stressful on
the graphics subsystem.
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 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.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
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.
hard drive LED turns white, then:
Solving general problems 57
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
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 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
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
58 Chapter 6 Troubleshooting without diagnostics
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
The heat sink is not properly attached to the processor. not spin, make sure the fan cable is plugged onto the system
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 10, type file in the taskbar search box, and
board header.
3. If fan a plugged in and not spinning, replace it.
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause Solution
Either the directory structure is bad or there is a problem with a
le.
Drive not found (identied).
Cause Solution
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 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 70 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 59
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 78 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.
60 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 10, type file in the taskbar search box, and then
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
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 61
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 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.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 10, type control
panel in the taskbar search box, and then select Control
Panel from the list of applications.
62 Chapter 6 Troubleshooting without diagnostics
Blank screen (no video).
Cause Solution
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.
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.
Disable monitor energy saver feature.
Solving display problems 63
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
graphics card (if applicable) or video connector and the monitor.
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.
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
Install the video drivers included in the upgrade kit.
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.
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
64 Chapter 6 Troubleshooting without diagnostics
Image Control/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
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.
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.
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 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.
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: 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 10, type ch in the taskbar search box, and then select
Character Map from the list of applications.
Solving display problems 65
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.
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.
See the sound card documentation for proper speaker connection.
The rear audio jack output is the green receptacle.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
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 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.
66 Chapter 6 Troubleshooting without diagnostics
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.
There is no sound or sound volume is too low.
Cause Solution
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.
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.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
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 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.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
Solving printer problems 67
Printer will not print.
Cause Solution
where [printer port] is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
If you are on a network, you may not have made the connection
to the printer.
Printer may have failed. Run printer self-test.
Printer will not turn on.
Cause Solution
The cables may not be connected properly. Reconnect all cables and check the power cord and electrical
Printer prints garbled information.
Cause Solution
The correct printer driver for the application is not installed. Install the correct printer driver for the application.
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it o for one minute, then turn it back
Make the proper network connections to the printer.
outlet.
on.
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and 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.
68 Chapter 6 Troubleshooting without diagnostics
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.
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
the computer, and then restart the computer.
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
computer.
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep date, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Shut down the computer using the keyboard.
Windows 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.
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 keyboard and mouse problems 69
Solving hardware installation problems
You may need to recongure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
congures the computer. If you install a non-plug and play device, you must recongure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
A new device is not recognized as part of the system.
Cause Solution
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
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting the
changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
is selected for appropriate USB ports under Advanced > Port
Options.
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.
70 Chapter 6 Troubleshooting without diagnostics
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.
Network driver does not detect network controller.
Cause Solution
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.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
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 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.
Solving network problems 71
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 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
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
Ensure that the cable and device at the other end are operating
correctly.
Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.
Make sure the correct network client and protocol is installed.
and congure the network controller.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.
drivers for a new expansion board were installed.
72 Chapter 6 Troubleshooting without diagnostics
Network controller stops working without apparent cause.
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 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.
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.
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.
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.
Solving memory problems 73
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly and
Integrated graphics may use system memory. No action required.
Insucient memory error during operation.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
requirements.
that proper modules are used.
Cause Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
You have run out of memory for the application. Check the memory requirements for the application or add more
Power LED ashes Red ve times, once every second, followed by a two second pause, and the computer beeps ve times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
Delete any TSRs that you do not need.
memory to the computer.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
74 Chapter 6 Troubleshooting without diagnostics
Solving USB ash drive problems
If you encounter USB ash drive problems, common causes and solutions are listed in the following table.
USB ash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the ash drive in Windows.
USB ash drive not found (identied).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before
System will not boot from USB ash drive.
Cause Solution
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
The computer boots to DOS after making a bootable ash drive.
Cause Solution
Flash drive is bootable. Install the ash drive only after the operating system boots.
Flash drive is defective. Try a dierent ash drive.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
applying power to the system
Advanced > Boot Options.
media in Advanced > Boot Options. Ensure USB is enabled in
Storage > Boot Order.
Solving Internet access problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common
causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on
your ISP.
the front of the cable/DSL modem.
Solving USB ash drive problems 75
Unable to connect to the Internet.
Cause Solution
Cable/DSL service is not available or has been interrupted due to
bad weather.
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the
IP address is not congured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specic
information that the Web server can later retrieve.)
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on the
front of the cable/DSL modem will be on.)
computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)
Windows 10:
1. Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click the
Delete button.
Solving software problems
Most software problems occur as a result of the following:
●
The application was not installed or congured correctly.
●
There is insucient memory available to run the application.
●
There is a conict between applications.
●
Be sure that all the needed device drivers have been installed.
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure it is supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not display.
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 78 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
76 Chapter 6 Troubleshooting without diagnostics
“Illegal Operation has Occurred” error message is displayed.
Cause Solution
Software being used is not Microsoft-certied for your version of
Windows.
Conguration les are corrupt. If possible, save all data, close all programs, and restart the
Verify that the software is certied by Microsoft for your version
of Windows (see program packaging for this information).
computer.
Solving software problems 77
7 POST error messages and diagnostic front
panel LEDs and audible codes
This appendix lists the error codes, error messages, and the various indicator light and audible sequences
that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the
problem, and steps you can take to resolve the error condition.
POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages. If a POST error occurs, the screen will display the error message. To manually switch to
the POST Messages Enabled mode during POST, press any key (except F10, F11, or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the
schedule, recongure the computer to the Full Boot Every x Days mode, using Computer Setup.
NOTE: For more information on Computer Setup, see Computer Setup (F10) Utility on page 41.
POST numeric codes and text messages
This section covers those POST errors that have numeric codes associated with them. The section also
includes some text messages that may be encountered during POST.
NOTE: The computer will beep once after a POST text message is displayed on the screen.
Control panel message Description Recommended action
002-Option ROM Checksum Error System ROM or expansion board option ROM
checksum.
003-System Board Failure DMA or timers. 1. Clear CMOS. (See Password security and
1. Verify the correct ROM.
2. Flash the ROM if needed.
3. If an expansion board was recently added,
remove it to see if the problem remains.
4. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
5. If the message disappears, there may be a
problem with the expansion card.
6. Replace the system board.
resetting CMOS on page 85.)
2. Remove expansion boards.
3. Replace the system board.
005-Real-Time Clock Power Loss Invalid time or date in conguration memory. Reset the date and time under Control Panel
(Computer Setup can also be used). If the
78 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
RTC (real-time clock) battery may need to
be replaced.
008–Microcode Patch Error Processor is not supported by the BIOS. 1. Upgrade BIOS to proper version.
009–PMM Allocation Error during MEBx
Download
00A-Product Information Not Valid The product information programmed into the
00B-MEBx Module did not checksum correctly Memory error during POST execution of the
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
system board is missing or invalid.
Management Engine (ME) BIOS Extensions
option ROM.
problem persists, replace the RTC battery. See
the Removal and Replacement section for
instructions on installing a new battery.
2. Change the processor.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory conguration was recently
changed, unplug the computer, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
Use Computer Setup to update this information.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
00C-PMM Deallocation Error during MEBx
Cleanup
00D-Setup Error during MEBx Execution MEBx selection or exit resulted in a setup
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
failure.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
POST numeric codes and text messages 79
Control panel message Description Recommended action
00E-Inventory Error during MEBx Execution BIOS information passed to the MEBx resulted
in a failure.
00F-Interface Error during MEBx Execution MEBx operation experienced a hardware error
during communication with the ME.
100-Front Audio Not Connected Front audio cable has been detached or
unseated from system board.
2E1-MemorySize Error Memory amount has changed since the last
boot (memory added or removed).
2E2-Memory Error Memory module conguration failed during
boot up.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version.
3. If the error still persists, replace the
system board.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version.
3. If the error still persists, replace the
system board.
Reconnect or replace front audio cable.
The system memory size is dierent from the
last startup. The most common reason is the
removal of memory from the system board.
Press the F1 key to save the memory changes.
If this message persists, verify that the
memory modules are installed correctly.
1. Ensure memory modules are correctly
installed.
2. Verify proper memory module type.
3. Remove and replace the identied faulty
memory module(s).
4. If the error persists after replacing
memory modules, replace the system
board.
2E3-Incompatible Memory Module in Memory
Socket(s) X, X, ...
2E4-DIMM Conguration Warning The current memory conguration is not
2E5-ECC Memory Module Detected on
Unsupported Platform
2E6–Memory Not Congured Correctly for
Proper MEBx Execution
300–Conguration Change Warning The storage device conguration will be
301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure
A memory module in memory socket identied
in the error message is missing critical SPD
information, or is incompatible with the chipset.
optimized.
Recently added memory module(s) support ECC
memory error correction.
DIMM1 is not installed. Make sure there is a memory module in the
updated as shown.
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
1. Verify proper memory module type.
2. Try another memory socket.
3. Replace with a supported module.
Rearrange the DIMMs so that each channel has
the same amount of memory.
1. If additional memory was recently added,
remove it to see if the problem remains.
2. Check product documentation for
memory support information.
DIMM1 socket and that it is properly seated.
Not applicable
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
80 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
3. Back up contents and replace hard drive.
302-Hard Disk 2: SMART Hard Drive Detects
Imminent Failure
309 – 30C: Hard Disk 3–6: SMART Hard Drive
Detects Imminent Failure
3F0–Boot Device Not Found Boot device not found. Insert boot device or load operating system.
3F1–Hard Disk 1 Error Hard disk 1 error. 1. Check and/or replace cables.
3F2–Hard Disk 2 Error Hard disk 2 error. 1. Check and/or replace cables.
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x an
erroneous error message.)
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
3. Back up contents and replace hard drive.
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive rmware patch
if applicable. (Available at
http://www.hp.com/support.)
3. Back up contents and replace hard drive.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
3. Replace the hard disk drive.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
3. Replace the hard disk drive.
400-Serial Port A Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
401-Serial Port B Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
402-Serial Port C Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
403-Serial Port D Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 85.)
POST numeric codes and text messages 81
Control panel message Description Recommended action
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an
option ROM too large to download during POST.
41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated
from system board.
41B-Device in PCI Express Slot Failed To
Initialize
43A-USB Type-C I2C Not Connected Cable is required between I2C on card and USB-
43B-More Than One USB type-C Cards Are
Installed
500–BIOS Recovery A system BIOS recovery has occurred. Not applicable.
70x-Wireless Mode Not Supported The system has detected a wireless module
800-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer
There is an incompatibility or problem with a
PCIe device and the system or PCIe link could
not be congured to a valid bus width or speed.
C on the system board.
More than one USB type-C card is installed. Remove USB type-C card so only one is
installed in the system that is not supported
and has been disabled.
▲ If a PCI expansion card was recently
added, remove it to see if the problem
remains.
Reconnect or replace front USB cable.
Try rebooting the system. If the error reoccurs,
the device may not work with this system
Install cable between I2C on card and USB-C on
the system board.
installed.
Replace with a supported module.
turned o.
2. Check connector for bent or missing pins.
3. Ensure that none of the keys are
depressed.
4. Replace keyboard.
801-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer
turned o.
2. Ensure that none of the keys are
depressed.
3. Replace the keyboard.
4. Replace the system board.
900-CPU Fan Not Detected CPU fan is not connected or may have
malfunctioned.
901-Chassis, Rear Chassis, or Front Chassis Fan
not Detected
903-Computer Cover Has Been Removed Since
Last System Startup
904-SATA Cabling Error One or more SATA devices are improperly
Chassis, rear chassis, or front chassis fan is not
connected or may have malfunctioned.
attached. For optimal performance, the SATA 0
and SATA 1 ports should be used for hard drives
before other ports.
1. Reseat CPU fan.
2. Reseat fan cable.
3. Replace CPU fan.
1. Reseat chassis, rear chassis, or front
chassis fan.
2. Reseat fan cable.
3. Replace chassis, rear chassis, or front
chassis fan.
N/A
Ensure SATA connectors are used in ascending
order. For one device, use SATA 0. For two
devices, use SATA 0 and SATA 1. For three
devices, use SATA 0, SATA 1, and SATA 2.
82 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
90B-Fan Failure The system has detected that a cooling fan is
not operating correctly.
90D-System Temperature Thermal shutdown occurred. The system BIOS
has detected your machine was previously shut
down to avoid overheating. Overheating may
occur if the cooling vents are blocked or the
operating temperature exceeds the system
specications. The machine should return to
normal operation once the situation is resolved.
90E-Power Supply Fan Not detected Power supply fan is not connected or may have
malfunctioned.
910–Filter Warning Airow lter is dirty. Replace the airow lter.
1. Reseat fan.
2. Reseat fan cable.
3. Replace fan.
Make sure system has proper airow.
1. Reseat power supply fan.
2. Reseat fan cable.
3. Replace power supply fan.
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
Interpreting system validation diagnostic front panel LEDs and audible codes 83
Number of long beeps/blinks Error category
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Category Major/minor code Description
BIOS 2.2 The main area (DXE) of BIOS has become corrupted and there is no recovery
binary image available.
2.3 The embedded controller policy requires the user to enter a key sequence.
2.4 The embedded controller is checking or recovering the boot block.
Hardware 3.2 The embedded controller has timed out waiting for BIOS to return from
memory initialization.
3.3 The embedded controller has timed out waiting for BIOS to return from
graphics initialization.
3.4 The system board displays a power failure (crowbar).*
3.5 The processor is not detected.*
3.6 The processor does not support an enabled feature.
Thermal 4.2 A processor over temperature condition has been detected.*
4.3 An ambient temperature over temperature condition has been detected.
4.4 An MXM over temperature condition has been detected.
System board 5.2 The embedded controller cannot nd valid rmware.
5.3 The embedded controller has timed out waiting for the BIOS.
5.4 The embedded controller has timed out waiting for BIOS to return from
system board initialization.
5.5 The embedded controller rebooted the system after a possible lockup
condition had been detected through the use of a System Health Timer,
Automated System Recovery Timer, or other mechanism.
* Indicates hardware triggered event; all other events are controlled by the BIOS.
84 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
8 Password security and resetting CMOS
This computer supports security password features, which can be established through the Computer Setup
Utilities menu.
This computer supports two security password features that are established through the Computer Setup
Utilities menu: administrator password and power-on password. When you establish only an administrator
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and any
other information on the computer. When you establish both passwords, only the administrator password will
give you access to Computer Setup.
When both passwords are set, the administrator password can also be used in place of the power-on
password as an override to log in to the computer. This is a useful feature for a network administrator.
If you forget one or both passwords, you can clear all passwords by powering o the system, opening the
cover, temporarily removing the PSWD jumper, and booting once. This will erase the administrator and
power-on passwords. You must restore the jumper to create new passwords.
CAUTION: Pushing the CMOS button with power removed will reset the BIOS settings to factory defaults. It
may be useful to back up the BIOS settings or save them as custom defaults before resetting them in case
they are needed later. Back up can be performed in Computer Setup or using the BiosCongUtility tool
available from www.hp.com. See Computer Setup (F10) Utility on page 41 for information on backing up the
BIOS settings.
Resetting the password jumper
CAUTION: Stringent security is a mode where there is no physical bypass of the password function. If
enabled, removing the password jumper will be ignored. To enable this mode, change the security setting
Clear Password Jumper in Password Policies to Ignore.
If you lose or forget the password when in stringent security mode, the system can only be reset by System
Management Command. This is a way for HP Service and Support to provide a secure method to access the
BIOS and command a password reset for a specically identied unit under the direction of the owner. This
scenario may not be covered under warranty.
To prevent needing a customer service event to restore access to the system, record your congured
administrator and power-on passwords in a safe place away from your computer.
To disable the power-on or administrator password features, or to clear the power-on or administrator
passwords, complete the following steps:
Resetting the password jumper 85
1. Shut down the operating system properly, then turn o the computer and any external devices, and
disconnect the power cord from the power outlet.
2. With the power cord disconnected, press the power button again to drain the system of any residual
power.
WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to
disconnect the power cord from the wall outlet, and allow the internal system components to cool
before touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briey touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
4. Locate the header and jumper.
NOTE: The password jumper is green so that it can be easily identied. For assistance locating the
password jumper and other system board components, see the system board components image at
System board on page 34.
5. Remove the jumper from pins 1 and 2.
6. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
7. Replace the access panel and reconnect the external equipment.
8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current
passwords and disables the password features.
9. Shut down the computer, unplug the power, and disconnect the external equipment.
10. Remove the access panel.
11. Place the jumper on pins 1 and 2.
12. Replace the access panel.
13. Reconnect the external equipment and plug in the computer.
86 Chapter 8 Password security and resetting CMOS
Clearing and resetting the BIOS
The CMOS button resets BIOS settings to default, but does not clear the passwords or aect any of the other
Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially
unprovision AMT.
1. Turn o the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to
disconnect the power cord from the wall outlet, and allow the internal system components to cool
before touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briey touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important to back
up the computer CMOS settings before resetting them in case they are needed later. Back up is easily
done through Computer Setup. See Computer Setup (F10) Utility on page 41 for information on backing
up the CMOS settings.
4. Locate, press, and hold the CMOS button in for ve seconds.
NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will
not clear CMOS if the power cord is connected.
NOTE: For assistance locating the CMOS button and other system board components, see the system
board components image at System board on page 34.
5. Replace the access panel.
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
conguration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
For instructions on Computer Setup, see Computer Setup (F10) Utility on page 41.
Clearing and resetting the BIOS 87
9 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system in order to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, rst you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
Windows on page 88.
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as
administrator.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and xes.
c. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the tool opens, select the type of diagnostic test you want to run, and then follow the on-screen
instructions.
NOTE: If you need to stop a diagnostic test at any time, select Cancel.
3. When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-
digit Failure ID code is generated. For assistance in correcting the problem, contact support, and then
provide the Failure ID code.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows download instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe les are provided.
88 Chapter 9 Using HP PC Hardware Diagnostics
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location:
To run the tool on your computer, download it to the computer desktop.
– or –
To run the tool from a USB ash drive, download it to a USB ash drive.
3. Select Run.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number (select products only), follow
these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, and then enter the product name or number.
3. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location:
To run the tool on your computer, download it to the computer desktop.
– or –
To run the tool from a USB ash drive, download it to a USB ash drive.
4. Select Run.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the ash drive where the .exe le was downloaded, doubleclick the .exe le, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
HP PC Hardware Diagnostics UEFI (Unied Extensible Firmware Interface) allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. For assistance in correcting the problem, contact support, and provide the Failure
ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
Using HP PC Hardware Diagnostics UEFI 89
NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI
To start HP PC Hardware Diagnostics UEFI, follow these steps:
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB ash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB ash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 90.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive can be useful in the following situations:
●
HP PC Hardware Diagnostics UEFI is not included in the preinstall image.
●
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
●
The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
les are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB ash drive:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download UEFI Diagnostics, and then select
Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB
ash drive:
1. Go to http://www.hp.com/support.
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specic UEFI
Diagnostics version for your computer.
90 Chapter 9 Using HP PC Hardware Diagnostics
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)
Remote HP PC Hardware Diagnostics UEFI is a rmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload
results to a precongured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to
http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download Remote Diagnostics, and then select
Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, it may be necessary to download the software by using the product name or
number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, enter the product name or number, select your computer, and then
select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the
following customizations:
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
●
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been precongured for use. Your computer does not require the
traditional local storage (such as a disk drive or USB ash drive) to run remote diagnostics.
●
Set a location for storing the test results. You can also set the user name and password settings used for
uploads.
●
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 91
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take eect when the computer restarts.
92 Chapter 9 Using HP PC Hardware Diagnostics
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