HP Y5P84EA User Manual

Maintenance and Service Guide

HP 280 G2 Microtower Business PC
HP 285 G2 Microtower Business PC

© Copyright 2016 HP Development Company,
L.P.

AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by Hewlett-Packard
Company 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 (February 2016)

Document Part Number: 854096-001

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 airow. 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 dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950).

iii

iv Safety warning notice

Table of contents

1 Product features ........................................................................................................................................... 1

Standard conguration features ........................................................................................................................... 1

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

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

Serial number location .......................................................................................................................................... 3

2 Illustrated parts catalog ................................................................................................................................ 4

Microtower (MT) chassis spare parts ..................................................................................................................... 4

Computer major components ............................................................................................................. 4

Misc parts ............................................................................................................................................. 6

Misc boards .......................................................................................................................................... 8

Drives ................................................................................................................................................... 8

3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................... 9

Electrostatic discharge information ...................................................................................................................... 9

Generating static ................................................................................................................................. 9

Preventing electrostatic damage to equipment ............................................................................... 10

Personal grounding methods and equipment .................................................................................. 10

Grounding the work area ................................................................................................................... 10

Recommended materials and equipment ........................................................................................ 11

Operating guidelines ........................................................................................................................................... 11

Routine care ......................................................................................................................................................... 12

General cleaning safety precautions ................................................................................................ 12

Cleaning the Computer Case ............................................................................................................. 12

Cleaning the keyboard ....................................................................................................................... 12

Cleaning the monitor ......................................................................................................................... 13

Cleaning the mouse ........................................................................................................................... 13

Service considerations ......................................................................................................................................... 13

Power supply fan ............................................................................................................................... 13

Tools and software Requirements .................................................................................................... 13

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

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

Hard Drives ........................................................................................................................................ 14

Lithium coin cell battery .................................................................................................................... 14

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

SATA hard drive cables ......................................................................................................................................... 15

v

SATA data cable ................................................................................................................................. 15

SMART ATA drives ................................................................................................................................................ 15

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

4 Removal and replacement procedures – Microtower (MT) chassis .................................................................... 17

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

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

Front bezel ........................................................................................................................................................... 19

Front bezel security ............................................................................................................................................. 20

Slim optical drive bezel blank .............................................................................................................................. 21

Memory ................................................................................................................................................................ 22

DIMMs ................................................................................................................................................ 22

DIMM specications ........................................................................................................................... 22

Populating DIMM sockets .................................................................................................................. 22

Installing DIMMs ................................................................................................................................ 23

Expansion cards ................................................................................................................................................... 25

Drives ................................................................................................................................................................... 28

Drive positions ................................................................................................................................... 29

Removing a 9.5 mm slim optical drive .............................................................................................. 30

Installing a 9.5 mm slim optical drive ............................................................................................... 31

Removing a hard drive ...................................................................................................................... 33

Installing a hard drive ........................................................................................................................ 34

Front I/O and power switch assembly ................................................................................................................. 37

Speaker ................................................................................................................................................................ 39

Rear chassis fan ................................................................................................................................................... 40

Power supply ....................................................................................................................................................... 41

Fan sink ................................................................................................................................................................ 44

Processor for use in HP 280 G2 models (Intel) .................................................................................................... 45

Processor for use in HP 285 G2 models (AMD) .................................................................................................... 46

System board ....................................................................................................................................................... 47

System board callouts – HP 280 Pro G2 Microtower models ........................................................... 48

System board callouts – HP 280 G2 Microtower models .................................................................. 49

System board callouts – HP 285 G2 Microtower models .................................................................. 50

5 Computer Setup (F10) Utility ........................................................................................................................ 51

Computer Setup (F10) Utilities ............................................................................................................................ 51

Using Computer Setup (F10) Utilities ................................................................................................ 52

Computer Setup—File ....................................................................................................................... 53

Computer Setup—Storage ................................................................................................................ 54

Computer Setup—Security ............................................................................................................... 55

Computer Setup—Power .................................................................................................................. 57

vi

Computer Setup—Advanced ............................................................................................................. 57

Recovering the Conguration Settings ............................................................................................................... 58

6 Troubleshooting without diagnostics ............................................................................................................ 59

Safety and comfort .............................................................................................................................................. 59

Before you call for technical support .................................................................................................................. 59

Helpful hints ........................................................................................................................................................ 60

Solving general problems .................................................................................................................................... 61

Solving power problems ...................................................................................................................................... 65

Solving hard drive problems ................................................................................................................................ 66

Solving media card reader problems ................................................................................................................... 68

Solving display problems .................................................................................................................................... 69

Solving audio problems ....................................................................................................................................... 73

Solving printer problems ..................................................................................................................................... 75

Solving keyboard and mouse problems .............................................................................................................. 76

Solving hardware installation problems ............................................................................................................. 78

Solving network problems .................................................................................................................................. 79

Solving memory problems .................................................................................................................................. 82

Solving CD-ROM and DVD problems .................................................................................................................... 83

Solving USB ash drive problems ........................................................................................................................ 85

Solving front panel component problems .......................................................................................................... 86

Solving Internet access problems ....................................................................................................................... 87

Solving software problems .................................................................................................................................. 88

7 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 89

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

Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 94

8 Password security and resetting CMOS .......................................................................................................... 96

Resetting the password jumper .......................................................................................................................... 96

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

Deleting a Setup or Power-On password ............................................................................................................ 98

9 Using HP PC Hardware Diagnostics (UEFI) ....................................................................................................... 99

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

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

Backing up, restoring, and recovering in Windows 10 ...................................................................................... 101

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

Creating HP Recovery media (select products only) .................................................... 101

vii

Using Windows tools ....................................................................................................................... 102

Restore and recovery ...................................................................................................................... 102

Recovering using HP Recovery Manager ...................................................................... 103

What you need to know before you get started ........................................ 103

Using the HP Recovery partition (select products only) ............................ 104

Using HP Recovery media to recover ......................................................... 104

Changing the computer boot order ............................................................ 104

Removing the HP Recovery partition (select products only) ..................... 104

Backing up, restoring, and recovering in Windows 7 ........................................................................................ 105

Creating recovery media ................................................................................................................. 105

Creating recovery media using HP Recovery Manager (select models only) ............... 106

Creating recovery discs with HP Recovery Disc Creator (select models only) ............. 107

Creating recovery discs .............................................................................. 107

Backing up your information ........................................................................................ 107

System Restore ............................................................................................................................... 108

System Recovery ............................................................................................................................. 108

System Recovery when Windows is responding .......................................................... 109

System Recovery when Windows is not responding .................................................... 109

System Recovery using recovery media (select models only) ..................................... 110

Using HP Recovery Disc operating system discs (select models only) ........................ 110

Appendix A Battery replacement ................................................................................................................... 112

Appendix B Power Cord Set Requirements ...................................................................................................... 115

General Requirements ....................................................................................................................................... 115

Japanese Power Cord Requirements ................................................................................................................. 115

Country-Specic Requirements ........................................................................................................................ 116

Appendix C Statement of Volatility ................................................................................................................ 117

Appendix D Specications ............................................................................................................................. 119

MT Specications ............................................................................................................................................... 119

Index ........................................................................................................................................................... 120

viii

1 Product features

Standard conguration features

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

Standard conguration features 1

Front panel components

Drive conguration may vary by model. Some models have a bezel blank covering the optical drive bay.

Item Component Item Component

1 Slim Optical Drive (optional) 4 USB 2.0 Ports (2)

2 Dual-State Power Button 5 Microphone/Headphone Connector

3 Status LED 6 SD Card Reader (optional)

NOTE: When a device is plugged into the Microphone/Headphone Connector, a dialog box will pop up asking if you want to use the

connector for a microphone Line-In device or a headphone. You can recongure the connector at any time by double-clicking the
Audio Manager icon in the Windows taskbar.

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

displaying a diagnostic code.

2 Chapter 1 Product features

Rear panel components

Item Component Item Component

1 RJ-45 Network Connector 6 Line-In Audio Connector (blue); Line-In

2 USB 2.0 Ports (2) 7 Power Cord Connector

3 DVI-D Monitor Connector 8 Security Lock Slot

4 VGA Monitor Connector 9 USB 2.0 Ports (2)

5 USB 3.0 Ports (2)

NOTE: An optional second serial port and an optional parallel port are available from HP.

When a device is plugged into the blue Line-In Audio Connector, a dialog box will pop up asking if you want to use the
connector for a line-in device or a microphone. You can recongure the connector at any time by double-clicking the
Audio Manager icon in the Windows taskbar.

When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and/or
the integrated graphics on the system board may be used. The specic graphics card installed and software
conguration will determine the behavior.

The system board graphics can be disabled by changing settings in Computer Setup.

Serial number location

Each computer has a unique serial number and a product ID number that are located on the exterior of the
computer. Keep these numbers available for use when contacting customer service for assistance.

Audio Connector (blue)

Rear panel components 3

2 Illustrated parts catalog

Microtower (MT) chassis spare parts

NOTE: HP continually improves and changes product parts. For complete and current information on

supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.

Computer major components

Item Description

(1) Access panel

(2) Front bezel

(3) Power supply

300W, APFC (For use only in HP 280 G2 Microtower models in the People’s Republic of China)

300W, Energy Star (For use only in HP 280 G2 Microtower models in the People’s Republic of China)

180W, Energy Star

180W, Energy Star for use in the APJ region

4 Chapter 2 Illustrated parts catalog

Item Description

180W, APFC

180W, standard (available only for NA, LA and APJ regions, except the People’s Republic of China and India)

(4) Fan sink (includes replacement thermal material)

System board (includes replacement thermal material)

(5) HP 280 Pro G2 Microtower models

(6) HP 280 G2 Microtower models

(7) HP 285 G2 Microtower models

*

Memory modules for HP 280 G2 models (PC4-17000, 2133-MHz)

16-GB

8-GB

4-GB

*

Memory modules for HP 285 G2 models (PC3-12800, 1600-MHz)

8-GB

4-GB

2-GB

*

Processors for HP 280 G2 models (include replacement thermal material)

Intel Core i7-6700, 3.4 GHz

Intel Core i5-6600, 3.3 GHz

Intel Core i5-6500, 3.2 GHz

Intel Core i3-6320, 3.9 GHz

Intel Core i3-6300, 3.8 GHz

Intel Core i3-6100, 3.7 GHz

Intel Pentium G4520, 3.6 GHz

Intel Pentium G4500, 3.5 GHz

Intel Pentium G4400, 3.3 GHz

Intel Celeron G3920, 2.9 GHz

Intel Celeron G3900, 2.8 GHz

*

Processors for HP 285 G2 models (include replacement thermal material)

AMD A10-8750B, 3.6 GHz

AMD A10-7800B, 3.57 GHz

AMD A8-8650B, 3.2 GHz

AMD A8-7600B, 3.1 GHz

AMD A6-8550B, 3.7 GHz

AMD A6-6420B, 4.0 GHz

Microtower (MT) chassis spare parts 5

Item Description

AMD A6-6400B, 3.9 GHz

AMD A6-5400B, 3.6 GHz

AMD A4-7300B, 3.8 GHz

AMD A4-6300B, 3.7 GHz

AMD A4-5300B, 3.4 GHz

*

Misc parts

not illustrated

6 Chapter 2 Illustrated parts catalog

Item Description

(1) Fan

(2) Front I/O assembly

(3) Speaker

(4) Printer port, PCI card

(5) Secure Digital (SD) card reader

(6) Serial port with cable

(7) Power adapter for optical drive

(8) SATA data cable, 280 mm, 1 straight end, 1 angled end

(9) SATA data cable, 254 mm, 2 straight ends

*

*

*

*

*

*

*

*

*

Slim optical drive bezel blank

Hard drive conversion bracket, 2.5-inch to 3.5-inch (HP 280 G2 models only)

HP Business PC Security Lock

Keyed cable lock

Grommet, hard drive isolation, blue

Intel PRO/1000 Single Port GbE (network adapter)(HP 280 G2 models only)

HP webcam (720p)

Wireless antenna for use with WLAN modules

Mouse

PS2, optical

USB, optical

Antimicrobial (for use only in the People’s Republic of China)

USB, unbranded

HP USB Hardened

*

Keyboards

PS/2

PS/2 slim

USB, antimicrobial

HP USB slim

USB

Unbranded

*

not illustrated

Microtower (MT) chassis spare parts 7

Misc boards

Description

AMD R5 320, 1 GB GDDR3, PCIe x16

nVIDIA GT730, 2 GB DDR3, PCIex8

nVIDIA GT720, 2 GB DDR3, PCIex8

Intel PRO/1000 Single Port GbE (network adapter)(HP 280 G2 models only)

Printer port

Serial port

WLAN module, 802.11 a/b/g/n, 2x2, with Bluetooth 4.0

WLAN module caddy card + Bluetooth

Drives

Description

Hard drives/Solid-state drives

2-TB, 7200-rpm

1-TB, 7200-rpm

500-GB, 7200-rpm

256 GB Solid-state Drive (SSD), 2.5 inch (HP 280 G2 models only)

128 GB Solid-state Drive (SSD), 2.5 inch (HP 280 G2 models only)

Grommet, hard drive isolation, blue

Optical drives

DVD±RW drive

DVD-ROM drive

8 Chapter 2 Illustrated parts catalog

3 Routine care, SATA drive guidelines, and

disassembly preparation

This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.

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

board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.

Electrostatic discharge information

A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be aected 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:

●

Dierent activities generate dierent amounts of static electricity.

●

Static electricity increases as humidity decreases.

Relative Humidity

Event 55% 40% 10%

Walking across carpet

Walking across vinyl oor

Motions of bench worker

Removing DIPs from plastic tube

Removing DIPs from vinyl tray

Removing DIPs from Styrofoam

Removing bubble pack from PCB

Packing PCBs in foam-lined box

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

7,500 V

3,000 V

400 V

400 V

2,000 V

3,500 V

7,000 V

5,000 V

15,000 V

5,000 V

800 V

700 V

4,000 V

5,000 V

20,000 V

11,000 V

35,000 V

12,000 V

6,000 V

2,000 V

11,500 V

14,500 V

26,500 V

21,000 V

NOTE: 700 volts can degrade a product.

Electrostatic discharge information 9

Preventing electrostatic damage to equipment

Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric
components and accessories.

●

To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.

●

Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.

●

Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.

●

Place items on a grounded surface before removing them from their container.

●

Always be properly grounded when touching a sensitive component or assembly.

●

Avoid contact with pins, leads, or circuitry.

●

Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.

Personal grounding methods and equipment

Use the following equipment to prevent static electricity damage to equipment:

●

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

●

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

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.

Static Shielding Protection Levels

1,500

7,500

15,000

●

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

●

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

●

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

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

Recommended materials and equipment

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

●

Antistatic tape

●

Antistatic smocks, aprons, or sleeve protectors

●

Conductive bins and other assembly or soldering aids

●

Conductive foam

●

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

●

Static-dissipative table or oor mats with hard tie to ground

●

Field service kits

●

Static awareness labels

●

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

●

Material handling packages

●

Conductive plastic bags

●

Conductive plastic tubes

●

Conductive tote boxes

●

Opaque shielding bags

●

Transparent metallized shielding bags

●

Transparent shielding tubes

Operating guidelines

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

●

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

●

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

●

Never restrict the airow 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 airow.

●

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 airow. Be sure to unplug the computer before cleaning the air vents.

●

Never operate the computer with the cover or side panel removed.

●

Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.

●

If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.

●

Keep liquids away from the computer and keyboard.

Operating guidelines 11

●

Never cover the ventilation slots on the monitor with any type of material.

●

Install or enable power management functions of the operating system or other software, including
sleep states.

Routine care

General cleaning safety precautions

1. Never use solvents or ammable solutions to clean the computer.

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

the cloth on the component.

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

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

5. Disconnect the keyboard before cleaning it.

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

Cleaning the Computer Case

Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the computer.

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

●

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

●

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

●

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

●

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

●

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

Cleaning the keyboard

Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the keyboard.

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

Case on page 12.

When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 12
before following these procedures:

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

keys.

●

Visible debris underneath or between the keys may be removed by vacuuming or shaking.

●

Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.

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

●

If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.

CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are

improperly removed or installed, the keyboard may not function properly.

●

Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
bers or dirt in conned areas. Allow the parts to air dry before reassembly.

Cleaning the monitor

●

Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or ammable liquids on the monitor.

●

To clean the monitor body follow the procedures in Cleaning the Computer Case on page 12.

Cleaning the mouse

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

●

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

●

To clean the mouse body, follow the procedures in Cleaning the Computer Case on page 12.

Service considerations

Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.

Power supply fan

The power supply fan is a variable-speed fan based on the temperature in the power supply.

CAUTION: The cooling fan is always on when the computer is in the “On” mode. The cooling fan is o when

the computer is in “Standby,” “Suspend,” or “O” modes.

You must disconnect the power cord from the power source before opening the computer to prevent system
board or component damage.

Tools and software Requirements

To service the computer, you need the following:

●

Torx T-15 screwdriver

●

Torx T-15 screwdriver with small diameter shank (for certain front bezel removal)

●

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

●

Phillips #2 screwdriver

●

Diagnostics software

●

Tamper-resistant T-15 wrench

Service considerations 13

Screws

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

CAUTION: Metric screws have a black nish. U.S. screws have a silver nish and are used on hard drives only.

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

to prevent damage.

Cables and connectors

Most cables used throughout the unit are at, exible cables. These cables must be handled with care to
avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from
the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the
cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts
being removed or replaced.

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

reassembly process. Improper cable placement can damage the computer.

Hard Drives

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

●

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

●

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

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

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 dierential 400-700 mV

Drive voltages 3.3 V, 5 V, 12 V

Jumpers for conguring drive N/A

Data transfer rate 6.0 Gb/s

SATA hard drive cables

SATA data cable

Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.

Current HP desktop products ship with SATA 6.0 Gb/s hard drives.

SATA data cables are susceptible to damage if overexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.

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

SMART ATA drives

The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.

SATA hard drives 15

Cable management

Always follow good cable management practices when working inside the computer.

●

Keep cables away from major heat sources like the heat sink.

●

Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not
designed to take excessive pressure on them.

●

Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts
are moved.

●

When folding a at ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.

●

Some at ribbon cables come prefolded. Never change the folds on these cables.

●

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

●

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

●

Never crease a SATA data cable.

●

Do not rely on components like the drive cage, power supply, or computer cover to push cables down
into the chassis. Always position the cables to lay properly by themselves.

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

4 Removal and replacement procedures –

Microtower (MT) chassis

Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.

NOTE: Not all features listed in this guide are available on all computers.

Preparation for disassembly

See Routine care, SATA drive guidelines, and disassembly preparation on page 9 for initial safety procedures.

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

2. Close any open software applications.

3. Exit the operating system.

4. Remove any compact disc or media card from the computer.

5. Turn o the computer and any peripheral devices that are connected to it.

CAUTION: Turn o the computer before disconnecting any cables.

Regardless of the power-on state, voltage is always present on the system board as long as the system
is plugged into an active AC outlet. In some systems the cooling fan is on even when the computer is in
the “Standby,” or “Suspend” modes. The power cord should always be disconnected before servicing a
unit.

6. Disconnect the power cord from the electrical outlet and then from the computer.

7. As applicable, lay the computer down on its side to achieve a safe working position.

NOTE: During disassembly, label each cable as you remove it, noting its position and routing. Keep all

screws with the units removed.

CAUTION: The screws used in the computer are of dierent thread sizes and lengths; using the wrong screw

in an application may damage the unit.

Preparation for disassembly 17

Access panel

To access internal components, you must remove the access panel:

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

2. Remove the two Torx screws (1), and then slide the panel back (2) and lift it o the computer (3).

To replace the access panel, reverse the disassembly procedures.

18 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Front bezel

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

2. Remove the access panel (Access panel on page 18)

3. Lift up the three tabs on the side of the bezel (1), and then rotate the bezel o the chassis (2).

To replace the front bezel, reverse the disassembly procedures.

Front bezel 19

Front bezel security

The front bezel can be secured in place by installing a screw through the front of the chassis into the front
bezel.

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

2. Remove the access panel (Access panel on page 18)

3. Install a 6-32 screw through the front of the chassis and into the screw hole located below the center

bezel release tab.

4. Replace the computer access panel.

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

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

20 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Slim optical drive bezel blank

On some models, there is a bezel blank covering the slim optical drive bay. Remove the bezel blank before
installing an optical drive. To remove the bezel blank:

1. Remove the access panel (Access panel on page 18)

2. Remove the front bezel (Front bezel on page 19)

3. To remove the bezel blank, press upward on the bottom tab and press downward on the top tab on the

side of the blank (1), and then rotate the blank o the front of the bezel (2).

Slim optical drive bezel blank 21

Memory

Description

Memory modules for HP 280 G2 models (PC4-17000, 2133-MHz)

16-GB

8-GB

4-GB

Memory modules for HP 285 G2 models (PC3-12800, 1600-MHz)

8-GB

4-GB

2-GB

DIMMs

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

DIMM specications

For proper system operation, the DIMMs must meet the following qualications:

HP 280 G2 HP 285 G2

DIMM 1.5 volt DDR3-SDRAM DIMMs 1.2 volt DDR4-SDRAM DIMMs

Compliance unbuered non-ECC PC3-12800 DDR3-1600 MHz-

compliant

Pins industry-standard 240-pin containing the

mandatory Joint Electronic Device Engineering
Council (JEDEC) specication

Support support CAS latency 11 DDR3 1600 MHz (11-11-11

timing)

Slots 2 2

Maximum Memory 16 GB 16 GB

HP oers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.

Populating DIMM sockets

There are two DIMM sockets on the system board, with two sockets per channel. The sockets are labeled
XMM1 and XMM2. Socket XMM1 operates in memory channel A. Socket XMM2 operates in memory channel B.

unbuered non-ECC PC4-17000 DDR4-2133 MHz­compliant

industry-standard 240-pin containing the
mandatory Joint Electronic Device Engineering
Council (JEDEC) specication

support CAS latency 15 DDR4 2133 MHz (15-15-15
timing)

The system will automatically operate in single channel mode, dual channel mode, or ex mode, depending
on how the DIMMs are installed.

22 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

NOTE: Single channel and unbalanced dual channel memory congurations will result in inferior graphics

performance.

●

The system will operate in single channel mode if the DIMM sockets are populated in one channel only.

●

The system will operate in a higher-performing dual channel mode if the total memory capacity of the
DIMMs in Channel A is equal to the total memory capacity of the DIMMs in Channel B. The technology and
device width can vary between the channels. For example, if Channel A is populated with two 1-GB
DIMMs and Channel B is populated with one 2-GB DIMM, the system will operate in dual channel mode.

●

The system will operate in ex mode if the total memory capacity of the DIMMs in Channel A is not equal
to the total memory capacity of the DIMMs in Channel B. In
least amount of memory describes the total amount of memory assigned to dual channel and the
remainder is assigned to single channel. For optimal speed, the channels should be balanced so that the
largest amount of memory is spread between the two channels. If one channel will have more memory
than the other, the larger amount should be assigned to Channel A. For example, if you are populating
the sockets with one 2-GB DIMM, and three 1-GB DIMMs, Channel A should be populated with the 2-GB
DIMM and one 1-GB DIMM, and Channel B should be populated with the other two 1-GB DIMMs. With this
conguration, 4-GB will run as dual channel and 1-GB will run as single channel.

●

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

Installing DIMMs

CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain

before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to
the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing
memory modules while voltage is present may cause irreparable damage to the memory modules or system
board.

ex mode, the channel populated with the

The memory module sockets have gold-plated metal contacts. When upgrading the memory, it is important
to use memory modules with gold-plated metal contacts to prevent corrosion and/or oxidation resulting from
having incompatible metals in contact with each other.

Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, ensure that you are discharged of static electricity by
object.

When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.

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

2. Remove the access panel (Access panel on page 18)

3. Open both latches of the memory module socket (1), and insert the memory module into the socket (2).

NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab

on the memory socket.

Populate the XMM1 socket before the XMM2 socket.

briey touching a grounded metal

Memory 23

4. Push the module down into the socket, ensuring that the module is fully inserted and properly seated.

Make sure the latches are in the closed position (3).

5. Repeat steps 3 and 4 to install any additional modules.

6. Replace the computer access panel.

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

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

The computer should automatically recognize the additional memory the next time you turn on the computer.

24 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Expansion cards

Description

AMD R5 320, 1 GB GDDR3, PCIe x16

nVIDIA GT730, 2 GB DDR3, PCIex8

nVIDIA GT720, 2 GB DDR3, PCIex8

Intel PRO/1000 Single Port GbE (network adapter)(HP 280 G2 models only)

Printer port

Serial port

WLAN module, 802.11 a/b/g/n, 2x2, with Bluetooth 4.0

WLAN module caddy card + Bluetooth

HP 280 G2 models have one PCI expansion socket (select models only), one PCI Express x1 expansion socket,
and one PCI Express x16 expansion socket.

HP 285 G2 models have one PCI expansion socket, one PCI Express x1 expansion socket, and one PCI Express
x16 expansion socket.

NOTE: You can install a PCI Express x1, x8, or x16 expansion card in the PCI Express x16 socket.

To remove, replace, or add an expansion card:

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

2. Remove the access panel (Access panel on page 18)

3. Release the slot cover retention latch that secures the slot covers by removing the Torx screw (1), sliding

the latch up (2), and pulling the latch away from the computer (3).

4. Locate the correct vacant expansion socket on the system board and the corresponding expansion slot

on the back of the computer chassis.

Expansion cards 25

5. Before installing an expansion card, remove the expansion slot cover or the existing expansion card.

NOTE: Before removing an installed expansion card, disconnect any cables that may be attached to

the expansion card.

a. If you are installing an expansion card in a vacant socket, you must slide one of the expansion slot

covers up and out of the chassis or use a atblade screwdriver to pry out one of the metal shields
on the rear panel that covers the expansion slot. Be sure to remove the appropriate shield for the
expansion card you are installing.

b. If you are removing a PCI Express x1 card, hold the card at each end and carefully rock it back and

forth until the connectors pull free from the socket. Lift the card straight up (1) then away from the
inside of the chassis (2) to remove it. Be sure not to scrape the card against other components.

26 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

c. If you are removing a PCI Express x16 card, pull the retention arm on the back of the expansion

socket away from the card and carefully rock the card back and forth until the connectors pull free
from the socket. Lift the card straight up then away from the inside of the chassis to remove it. Be
sure not to scrape the card against other components.

6. Store the removed card in anti-static packaging.

7. If you are not installing a new expansion card, install an expansion slot cover to close the open slot.

CAUTION: After removing an expansion card, you must replace it with a new card or expansion slot

cover for proper cooling of internal components during operation.

To replace an expansion card, reverse the removal procedures.

Recongure the computer, if necessary.

Expansion cards 27

Drives

Description

Hard drives/Solid-state drives

2-TB, 7200-rpm

1-TB, 7200-rpm

500-GB, 7200-rpm

256 GB Solid-state Drive (SSD), 2.5 inch (HP 280 G2 models only)

128 GB Solid-state Drive (SSD), 2.5 inch (HP 280 G2 models only)

Grommet, hard drive isolation, blue

Optical drives

DVD±RW drive

DVD-ROM drive

When installing drives, follow these guidelines:

●

The primary Serial ATA (SATA) hard drive must be connected to the dark blue primary SATA connector on
the system board labeled SATA0.

●

Connect secondary hard drives and optical drives to one of the remaining SATA connectors on the
system board (labeled SATA1 and SATA2).

●

HP has provided four extra 6-32 hard drive mounting screws installed on the front of the chassis next to
the hard drive bays (1). If you are replacing a hard drive, remove the mounting screws from the old drive
and install them in the new drive.

28 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

CAUTION: To prevent loss of work and damage to the computer or drive:

If you are inserting or removing a drive, shut down the operating system properly, turn o the computer, and
unplug the power cord. Do not remove a drive while the computer is on or in standby mode.

Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector. For more information about preventing electrostatic damage, refer to Electrostatic

discharge information on page 9.

Handle a drive carefully; do not drop it.

Do not use excessive force when inserting a drive.

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

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

Drive positions

Item Component

1 9.5-mm slim optical drive bay

2 3.5-inch secondary hard drive bay

3 3.5-inch primary hard drive bay

NOTE: The drive conguration on your computer may be dierent than the drive conguration shown above.

To verify the type and size of the storage devices installed in the computer, run Computer Setup.

Drives 29

Removing a 9.5 mm slim optical drive

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

2. Remove the access panel (Access panel on page 18)

3. Remove the front bezel (Front bezel on page 19)

4. Disconnect the power cable (1) and data cable (2) from the rear of the optical drive.

CAUTION: When removing the cables, pull the tab or connector instead of the cable itself to avoid

damaging the cable.

CAUTION: When removing the cables, pull the tab or connector instead of the cable itself to avoid

damaging the cable.

5. Press upward on the green release latch on the underside of the drive (1), and then slide the drive out of

the drive bay (2).

30 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Installing a 9.5 mm slim optical drive

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

2. Remove the access panel (Access panel on page 18).

3. If you are installing a slim optical drive in a bay covered by a bezel blank, remove the front bezel and

then remove the bezel blank. See Front bezel on page 19 for more information.

4. Follow the instructions for removing the optical drive if one was installed. Refer to Removing a 9.5 mm

slim optical drive on page 30.

5. Align the small pin on the release latch with the small hole on the side of the drive and press the latch

rmly onto the drive.

6. Slide the optical drive through the front of the chassis (1) all the way into the bay so that the green latch

locks onto the chassis frame (2).

Drives 31

7. Connect the power cable (1) and data cable (2) to the rear of the optical drive.

8. If installing a new drive, connect the opposite end of the data cable to one of the SATA connectors

(labeled SATA1 or SATA2) on the system board.

9. Replace the front bezel if it was removed.

10. Replace the computer access panel.

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

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

32 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Removing a hard drive

NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you

can transfer the data to the new hard drive.

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

2. Remove the access panel (Access panel on page 18).

3. Disconnect the power cable (1) and data cable (2) from the rear of the hard drive.

4. Pull the green latch next to the drive outward (1) and slide the drive out of the bay (2).

Drives 33

Installing a hard drive

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

2. Remove the access panel (Access panel on page 18).

3. You can install a 3.5-inch hard drive or a 2.5-inch hard drive with a 3.5-inch adapter bracket similar to

the example shown below.

●

Slide the 2.5-inch drive into the bay adapter bracket, ensuring the connector on the drive is fully
inserted into the connector on the adapter bracket.

●

Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws
through the sides of the bracket into the drive.

34 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

4. Install four mounting screws into the sides of the 3.5-inch drive or the 2.5-inch drive adapter bracket

(two on each side).

NOTE: HP has supplied four extra mounting screws installed on the chassis next to the hard drive bays.

Refer to Drives on page 28 for an illustration of the location of the extra mounting screws.

5. Slide the drive into the drive bay, making sure to align the mounting screws with the guide slots, until

the drive snaps into place.

Drives 35

6. Connect the power cable (1) and data cable (2) to the rear of the hard drive.

7. If installing a new drive, connect the opposite end of the data cable to the appropriate system board

connector.

NOTE: You must connect the primary hard drive data cable to the dark blue connector labeled SATA0 to

avoid any hard drive performance problems. If you are adding a second hard drive, connect the data
cable to one of the SATA connectors labeled SATA1 or SATA2.

8. Replace the computer access panel.

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

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

36 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Front I/O and power switch assembly

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

2. Remove the computer access panel (Access panel on page 18).

3. Remove the front bezel (Front bezel on page 19).

4. Remove the cables from the clips on the base pan.

5. Disconnect the three cables from the following system board connectors:

F_PANEL (black)

F_USB1 (white)

F_AUDIO (yellow)

Front I/O and power switch assembly 37

6. Remove the Torx screw (1) that secures the assembly to the chassis, push the tab on the right side of

the assembly (2) to disengage it from the chassis, and push the assembly into the chassis (3).

7. Remove the assembly from the inside of the computer.

To reinstall the assembly, reverse the removal procedure.

38 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Speaker

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

2. Remove the access panel (Access panel on page 18).

3. Remove the front bezel (Front bezel on page 19).

4. From the outside, front of the chassis, remove the two Torx screws that secure the speaker to the

5. Disconnect the speaker wire from the system board connector labeled SPKR (1).

6. Remove the speaker from the chassis (2).

chassis.

To replace the speaker, reverse the removal procedures.

Speaker 39

Rear chassis fan

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

2. Remove the access panel (Access panel on page 18).

3. Remove the three silver Phillips screws that secure the fan to the rear of chassis.

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

5. Lift the fan out of the chassis (2).

To install the fan assembly, reverse the removal procedure. Be sure to orient the air ow out of the unit.

40 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Power supply

Description

300W, APFC (For use only in HP 280 G2 Microtower models in the People’s Republic of China)

300W, Energy Star (For use only in HP 280 G2 Microtower models in the People’s Republic of China)

180W, Energy Star

180W, Energy Star for use in the APJ region

180W, APFC

180W, standard (available only for NA, LA and APJ regions, except the People’s Republic of China and India)

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

2. Remove the access panel (Access panel on page 18).

3. Remove the four silver Torx screws that connect the power supply to the rear of the chassis.

Power supply 41

4. Remove the power cable from the clip on the base pan.

5. Disconnect the power supply cables from the following system board connectors:

ATX_CPU

ATX_PWR

6. Press the tab (1) on the base pan in front of the power supply that holds it in place.

42 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

7. Slide the power supply toward the front of the computer, rotate toward the fan so the power supply

clears the lip on the top of the chassis, and then lift the power supply out of the chassis (2).

To install the power supply, reverse the removal procedure.

Power supply 43

Fan sink

CAUTION: The bond between the fan sink and the processor may be very tight.

If the computer will power on, before removing the fan sink, turn on the computer until it warms the fan 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 fan sink, especially if you cannot warm
the fan sink prior to removal. Inadvertently removing the processor can damage the pins.

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

2. Remove the access panel (Access panel on page 18).

3. Loosen the four silver captive Torx screws (1) that secure the fan sink to the system board.

4. Disconnect the fan cable from the system board connector labeled CPU_FAN (2).

5. Lift the heat sink from atop the processor.

CAUTION: Remove fan sink retaining screws in diagonally opposite pairs (as in an X) to even the

downward forces on the processor. The pins on the socket are very fragile and any damage to them may
require replacing the system board.

When reinstalling the fan sink, make sure that its bottom has been cleaned with an alcohol wipe and fresh
thermal grease has been applied to the top of the processor.

CAUTION: Fan sink retaining screws should be tightened in diagonally opposite pairs (as in an X) to evenly

seat the fan sink on the processor. This is especially important as the pins on the socket are very fragile and
any damage to them may require replacing the system board.

44 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

Processor for use in HP 280 G2 models (Intel)

Description Description

Intel Core i7-6700, 3.4 GHz Intel Pentium G4520, 3.6 GHz

Intel Core i5-6600, 3.3 GHz Intel Pentium G4500, 3.5 GHz

Intel Core i5-6500, 3.2 GHz Intel Pentium G4400, 3.3 GHz

Intel Core i3-6320, 3.9 GHz Intel Celeron G3920, 2.9 GHz

Intel Core i3-6300, 3.8 GHz Intel Celeron G3900, 2.8 GHz

Intel Core i3-6100, 3.7 GHz

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

2. Remove the access panel (Access panel on page 18).

3. Remove the fan sink (Fan sink on page 44).

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

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

6. Lift the processor (3) straight up and remove it.

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

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

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 for use in HP 280 G2 models (Intel) 45

Processor for use in HP 285 G2 models (AMD)

Description Description

AMD A10-8750B, 3.6 GHz AMD A6-6400B, 3.9 GHz

AMD A10-7800B, 3.57 GHz AMD A6-5400B, 3.6 GHz

AMD A8-8650B, 3.2 GHz AMD A4-7300B, 3.8 GHz

AMD A8-7600B, 3.1 GHz AMD A4-6300B, 3.7 GHz

AMD A6-8550B, 3.7 GHz AMD A4-5300B, 3.4 GHz

AMD A6-6420B, 4.0 GHz

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

2. Remove the access panel (Access panel on page 18).

3. Remove the fan sink (Fan sink on page 44).

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

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

processor from the socket (3).

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

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

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.

46 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

System board

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

2. Remove the access panel (Access panel on page 18).

3. When replacing the system board, make sure the following components are removed from the defective

system board and installed on the replacement system board:

●

Memory modules (Memory on page 22)

●

Expansion cards (Expansion cards on page 25)

●

Fan sink (Fan sink on page 44).

●

Processor (Processor for use in HP 280 G2 models (Intel) on page 45)

4. Disconnect all cables connected to the system board, noting their location for reinstallation.

5. Remove the six Torx screws that secure the system board to the chassis.

6. Lift the system board up and out of the computer.

NOTE: System board appearance may vary.

When reinstalling the system board, rst insert the I/O panel back into the slots in the rear of the chassis, and
then align the board with the chassis screw holes.

NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.

System board 47

System board callouts – HP 280 Pro G2 Microtower models

Sys Bd Label Color Component Sys Bd Label Color Component

PCI White Expansion card SATA1 White Any SATA Device other

than the primary hard
drive

PCIE_X1 Black Expansion card SATA2 Light blue Any SATA Device other

than the primary hard
drive

PCIE_X16 Black Expansion card F_PANEL Black Front IO/power switch

SYS_FAN Red Chassis fan PRT Black Optional printer port

ATX_CPU White 4-pin processor power COMB Black Optional serial port

PROCESSOR Silver Processor F_USB2 White Card reader

CPU_FAN White Processor fan BAT Black RTC battery

XMM2 Black Memory module F_USB1 White Front I/O

XMM1 Black Memory module CLR_PSWD Black Clear system passwords

ATX_PWR White 24-pin main power INT_SPKR White Internal speaker

SATA0 Dark blue Primary hard drive F_AUDIO Yellow Front I/O

48 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

System board callouts – HP 280 G2 Microtower models

Sys Bd Label Color Component Sys Bd Label Color Component

PCIE_X1 Black Expansion card SATA1 White Any SATA Device other

than the primary hard
drive

PCIE_X16 Black Expansion card SATA2 Light blue Any SATA Device other

than the primary hard
drive

SYS_FAN Red Chassis fan F_PANEL Black Front IO/power switch

ATX_CPU White 4-pin processor power F_USB2 White Card reader

PROCESSOR Silver Processor BAT Black RTC battery

CPU_FAN White Processor fan F_USB1 White Front I/O

XMM2 Black Memory module CLR_PSWD Black Clear system passwords

XMM1 Black Memory module INT_SPKR White Internal speaker

ATX_PWR White 24-pin main power F_AUDIO Yellow Front I/O

SATA0 Dark blue Primary hard drive

System board 49

System board callouts – HP 285 G2 Microtower models

Sys Bd Label Color Component Sys Bd Label Color Component

PCI White Expansion card ATX_POWER White 24-pin main power

CLR_PSWD Black Clear system passwords SATA1 White Any SATA Device other

than the primary hard
drive

PCIE_X1_1 Black Expansion card SATA2 Light blue Any SATA Device other

than the primary hard
drive

PCIE_X16 Black Expansion card SATA0 Dark blue Primary hard drive

BAT Black RTC battery F_PANEL Black Front IO/power switch

SYS_FAN1 Red Chassis fan LPT Black Printer port connector

CPU_PWR White 4-pin processor power F_USB2 White Card reader

PROCESSOR Silver Processor F_USB1 White Front I/O

CPU_FAN White Processor fan COMB Black Optional second serial

port

DIMM2 Black Memory module SPKR White Internal speaker

DIMM1 Black Memory module F_AUDIO Yellow Front I/O

50 Chapter 4 Removal and replacement procedures – Microtower (MT) chassis

5 Computer Setup (F10) Utility

Computer Setup (F10) Utilities

Use Computer Setup (F10) Utility to do the following:

●

Change factory default settings.

●

Set the system date and time.

●

Set, view, change, or verify the system conguration, 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.

●

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

■

always Fast Boot (default);

■

periodically Full Boot (from every 1 to 30 days); or

■

always Full Boot.

●

Select Post Messages Enabled or Disabled to change the display status of Power-On Self-Test (POST)
messages. Post Messages Disabled suppresses most POST messages, such as memory count, product
name, and other non-error text messages. If a POST error occurs, the error is displayed regardless of the
mode selected. To manually switch to Post Messages Enabled during POST, press any key (except F1
through F12).

●

Establish an Ownership Tag, the text of which is displayed each time the system is turned on or
restarted.

●

Enter the Asset Tag or property identication 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 a setup password that controls access to the Computer Setup (F10) Utility and the settings
described in this section.

●

Secure integrated I/O functionality, including the USB ports, audio, or embedded NIC, so that they
cannot be used until they are unsecured.

●

Enable or disable removable media boot ability.

●

Solve system conguration errors detected but not automatically xed during the Power-On Self-Test
(POST).

●

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

●

Execute self-tests on a specied ATA hard drive (when supported by drive).

●

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

Computer Setup (F10) Utilities 51

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 dierent options available at startup,
including the Computer Setup utility.

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

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

NOTE: If the Computer Setup (F10) Utility is set to “fast boot”, use one of the following procedures to

access Computer Setup:

●

Before turning on the computer, press and hold F10. Turn on the computer and continue to hold

F10 until the Computer Setup (F10) Utility is displayed.

- or –

●

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

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

and Advanced.

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

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

Esc.

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

●

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

●

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

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

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

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

52 Chapter 5 Computer Setup (F10) Utility

Computer Setup—File

NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.

Table 5-1 Computer Setup—File

Option Description

System Information Lists:

●

Manufacturer

●

Product name

●

SKU number

●

Serial number

●

Asset Tag

●

Ownership Tag

●

Born on Date

●

System board ID and CT number

●

BIOS Revision

●

BIOS Revision

●

BIOS Date

●

Processor type and speed

●

Installed memory size/speed, number of channels (single or dual) (if applicable)

About Displays copyright notice.

Set Time and Date Allows you to set system time and date.

Default Setup Save Current Settings as Default

Saves the current system conguration settings as the default.

Restore Factory Settings as Default

Restores the factory system conguration settings as the default.

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

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

Save Changes and Exit Saves changes to system conguration or default settings and exits Computer Setup.

Computer Setup (F10) Utilities 53

Computer Setup—Storage

NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.

Table 5-2 Computer Setup—Storage

Option Description

Device

Conguration

Storage Options SATA Emulation

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

Lists all installed BIOS-controlled storage devices.

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

●

Hard Disk: Size, model, rmware version, serial number.

●

CD-ROM: Model, rmware version, serial number.

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

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

established volumes.

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

congurations

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

Removable Media Boot

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

self-tests.

NOTE: This selection will only appear when at least one drive capable of performing the DPS self-tests is

attached to the system.

Boot Order Allows you to:

●

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

EFI boot sources always have precedence over legacy boot sources.

●

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

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

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

bootable device, press F5.

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

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

Shortcut to Temporarily Override Boot Order

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

54 Chapter 5 Computer Setup (F10) Utility

Table 5-2 Computer Setup—Storage (continued)

Option Description

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

Computer Setup—Security

NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.

Table 5-3 Computer Setup—Security

Option Description

Setup Password Allows you to set and enable a setup (administrator) password.

NOTE: If the setup password is set, it is required to change Computer Setup options, ash the ROM, and

make changes to certain plug and play settings under Windows.

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

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

Password Options

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

Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:

Allows you to enable/disable:

●

Lock Legacy Resources (determines whether or not Windows Device Manager is allowed to change
resource settings for serial and parallel ports).

●

Stringent security (enabling the stringent password disables the ability to reset the password by
moving the jumper on the system board). Default is disabled.

CAUTION: If you enable the stringent security feature and you forget the setup password or the

power-on password, the computer is inaccessible and can no longer be used.

If you lose or forget the password, the system board must be replaced. This scenario is not covered
under warranty.

To prevent the computer from becoming permanently unusable, record your congured setup
password or power-on password in a safe place away from your computer. Without these
passwords, the computer cannot be unlocked.

●

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

●

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

●

Network Server Mode. Default is disabled.

●

System audio

●

Network controller

●

SATA ports (varies by model)

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

●

Front USB Ports

●

Rear USB Ports

●

Internal USB Ports

Slot Security Allows you to disable any PCI Express slot. Default is enabled.

Computer Setup (F10) Utilities 55

Table 5-3 Computer Setup—Security (continued)

Option Description

Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.

System IDs Allows you to set:

System Security (these

options are hardware
dependent)

Default is enabled.

●

Product Name

●

Serial Number

●

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

●

SKU Number

●

Family Name

●

Feature Byte. Default is enabled.

●

Build ID

●

Keyboard.

NOTE: Available options are displayed depending on system conguration.

Virtualization Technology (VTx/VTd) (enable/disable) - Controls the virtualization features of the
processor. Changing this setting requires turning the computer o and then back on. Default is disabled.

Intel Software Guard Extensions (SGX) (Software controlled/enable/disable)

TPM Features – Lets you congure the following TPM settings:

TPM Device

Lets you set the Trusted Platform Module as available or hidden.

TPM State

Select to enable the TPM.

Clear TPM

Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned o. To temporarily
suspend TPM operations, turn the TPM o instead of clearing it.

CAUTION: Clearing the TPM resets it to factory defaults and turns it o. You will lose all created keys and

data protected by those keys.

Secure Boot

Conguration

CAUTION: Changing the default setting of any of the Setup options on this page for operating systems

that do not support Secure Boot may prevent the system from booting successfully.

●

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

●

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

●

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

◦

◦

56 Chapter 5 Computer Setup (F10) Utility

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

Key Ownership—HP Keys/Custom Keys. Selecting Custom Mode allows you to modify the
contents of the secure boot signature databases and the platform key (PK) that veries kernels

Table 5-3 Computer Setup—Security (continued)

Option Description

Computer Setup—Power

NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.

Table 5-4 Computer Setup—Power

Option Description

during system start up, allowing you to use alternative operating systems. Selecting HP Keys
causes the computer boot using the preloaded HP-specic boot keys. Default is HP Keys.

●

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

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

display advanced boot options.

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

OS Power Management

Hardware Power
Management

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

●

●

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

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

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

CPU Fan Speed—Shows the fan speed.

Computer Setup—Advanced

NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.

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

Option Heading

Power-On Options Allows you to set:

●

●

Runtime Power Management—Enable/Disable. Allows certain operating systems to reduce
processor voltage and frequency when the current software load does not require the full
capabilities of the processor. Default is enabled.

Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.

POST messages (enable/disable). Enabling this feature will cause the system to display POST error
messages, which are error messages displayed on the monitor during the Power On Self Test if the
BIOS encounters some kind of problem while starting the PC. A POST error message will only display
on screen if the computer is capable of booting this far. If the POST detects an error before this
point, a beep code is generated instead. Default is disabled.

After Power Loss (o/on/previous state). Default is Power o. Setting this option to:

◦

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.

Computer Setup (F10) Utilities 57

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

◦

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

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

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

●

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

BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify.

Bus Options Allows you to enable or disable:

●

PCI SERR# Generation. Default is enabled.

●

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

Device Options Allows you to set:

●

Num Lock State at Power-On (On/O). Default is On.

●

Printer Mode (Bi-directional/Output Only/EPP+ECP). Default is EPP+ECP.

●

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

●

Internal Speaker (enable/disable). Use this option to enable the internal speaker.

●

NIC PXE Option ROM Download (enable, disable). The BIOS contains an embedded NIC option ROM to
allow the unit to boot through the network to a PXE server. This is typically used to download a
corporate image to a hard drive. The NIC option ROM takes up memory space below 1MB commonly
referred to as DOS Compatibility Hole (DCH) space. This space is limited. This F10 option will allow
users to disable the downloading of this embedded NIC option ROM thus giving more DCH space for
additional PCI cards which may need option ROM space. The default is-enabled.

Recovering the Conguration 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—File on page 53 in the
Computer Setup—File table.)

NOTE: It is recommended that you save any modied computer conguration settings to a USB ash media

device and save the device for possible future use.

To restore the conguration, insert the USB ash media device with the saved conguration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup—File

on page 53 in the Computer Setup—File table.)

58 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 specic 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 89.

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 51 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 89 for more information.

●

If the screen is blank, plug the monitor into a dierent 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 dierent 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 Conguration.”

●

Refer to the comprehensive online technical support at http://www.hp.com/support.

●

Refer to Helpful hints on page 60 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 notication, and worldwide community of peers and HP experts.

Safety and comfort 59

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 89 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.

●

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

Solving hardware installation problems on page 78 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.

60 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 briey 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 61

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.

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

Cause Solution

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

There is no sound or sound volume is too low.

Cause Solution

Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
or contact an authorized dealer or reseller for RTC battery
replacement.

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

To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel.

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

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

internal system speaker is not muted (this setting does not
aect 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.

62 Chapter 6 Troubleshooting without diagnostics

Poor performance.

Cause Solution

Processor is too hot. 1. Make sure airow 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

airow.

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

fans only operate when needed).

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

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

hard drive.

Low on memory. Add more memory.

Hard drive fragmented. Defragment hard drive.

Program previously accessed did not release reserved memory
back to the system.

Virus resident on the hard drive. Run virus protection program.

Too many applications running. 1. Close unnecessary applications to free up memory.

Restart the computer.

2. Add more memory.

3. Some applications run in the background and can be closed

by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:

In Windows 7:

a. Go to Start > All Programs > Accessories > Run

b. Type msconfig, and then press Enter.

c. On the Startup tab of the System Conguration Utility,

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

In Windows 10:

a. Type msconfig in the taskbar search box, and then

select mscong.

b. On the Startup tab of the System Conguration Utility,

click Open Task Manager..

c. Select applications that you do not want to launch

automatically, and the click Disable.

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

Cause unknown. Restart the computer.

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.

Solving general problems 63

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:

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.

64 Chapter 6 Troubleshooting without diagnostics

Solving power problems

Common causes and solutions for power problems are listed in the following table.

Power supply shuts down intermittently.

Cause Solution

If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).

Power supply will not turn on because of internal power supply
fault.

Computer powered o automatically and the Power LED ashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fth iteration but LEDs continue ashing.)

Computer powered o automatically and the Power LED ashes red four times and then white two times.

Cause Solution

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heat sink is not properly attached to the processor.

Power LED ashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps
stop after fth iteration but LEDs continue ashing.)

Computer powered o automatically and the Power LED ashes red three times and then white four times.

Select the proper AC voltage using the selector switch.

Replace the power supply.

1. Ensure that the computer air vents are not blocked and the

processor cooling fan is running.

2. Open the access panel, press the power button, and see if

the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.

3. If fan a plugged in and not spinning, replace it.

Cause Solution

Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage

selector, located on the rear of the power supply (some
models), is set to the appropriate voltage. Proper voltage
setting depends on your region.

2. Open the access panel and ensure the power supply cable is

seated into the connector on the system board.

3. Check if a device is causing the problem by removing ALL

attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power o and replace one device at a time and
repeat this procedure until failure occurs. Replace the device
that is causing the failure. Continue adding devices one at a
time to ensure all devices are functioning properly.

4. Replace the power supply.

5. Replace the system board.

Solving power problems 65

Solving hard drive problems

Hard drive error occurs.

Cause Solution

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

Disk transaction problem.

Cause Solution

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

In Windows 10, type file in the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on a drive, select

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

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

necessary, reformat the hard disk.

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

le.

Drive not found (identied).

Cause Solution

Cable could be loose. Check cable connections.

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

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

In Windows 7, click Start, expand Computer, and right-click on a
drive. Select Properties, and then select the Tools tab. Under
Error-checking click Check Now.

In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.

See reconguration directions in the Solving hardware installation

problems on page 78 section. If the system still does not

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

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

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

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

66 Chapter 6 Troubleshooting without diagnostics

Power-On Options.

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

conguration.

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

Computer will not boot from hard drive.

Cause Solution

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

▲

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

2. Boot to the windows installation media and select the

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

3. Install system les for the appropriate operating system.

the Storage > Boot Order list.

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

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

1. Check SATA cable connections.

2. Run the Computer Setup utility and ensure Device Available

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

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

Storage > Boot Order.

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

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

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 89 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.

Solving hard drive problems 67

Solving media card reader problems

Media card will not work in a digital camera after formatting it in Windows.

Cause Solution

By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.

A write-protected or locked error occurs when attempting to write to the media card.

Cause Solution

Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.

Can not write to the media card.

Cause Solution

The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card

Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.

Either format the media card in the digital camera or select FAT
le system to format the media card in a computer with Windows.

If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.

to see if it writable. Refer to the previous section for a list of
compatible cards.

If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.

Unable to access data on the media card after inserting it into a slot.

Cause Solution

The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.

Do not know how to remove a media card correctly.

Cause Solution

The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on the

68 Chapter 6 Troubleshooting without diagnostics

Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.

corresponding drive icon, and then select Eject. Pull the card out
of the slot.

In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on the corresponding drive
icon, and then select Eject. Pull the card out of the slot.

NOTE: Never remove the card when the green LED is ashing

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 dierent monitor.

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

to the electrical outlet.

You may have a screen blanking utility installed or energy saver
features are enabled.

System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).

You are using a xed-sync monitor and it will not sync at the
resolution chosen.

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

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

Monitor settings in the computer are not compatible with the
monitor.

Press any key or click the mouse button and type your password
(if set).

Reash the system ROM with the latest BIOS image.

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

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

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

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

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

under Appearance and Personalization, select Adjust
screen resolution.

Solving display problems 69

Blank screen (no video).

Cause Solution

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

To access Control Panel in Windows 10, type control

panel in the taskbar search box, and then select Control
Panel from the list of applications.

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

to reset the resolution.

Monitor is congured 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.

70 Chapter 6 Troubleshooting without diagnostics

Monitor does not function properly when used with energy saver features.

Cause Solution

Monitor without energy saver capabilities is being used with
energy saver features enabled.

Dim characters.

Cause Solution

The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.

Cables are not properly connected. Check that the graphics cable is securely connected to the

Blurry video or requested resolution cannot be set.

Cause Solution

If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.

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

Graphics card is bad. Replace the graphics card.

Disable monitor energy saver feature.

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

Install the video drivers included in the upgrade kit.

The picture is broken up, rolls, jitters, or ashes.

Cause Solution

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

Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came with

Image is not centered.

Cause Solution

Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select

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

computer.

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

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

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

the monitor for instructions.

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

Solving display problems 71

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

Cause Solution

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

CAUTION: Ensure that the computer power is o while

connecting the video cable.

“Out of Range” displays on screen.

Cause Solution

Video resolution and refresh rate are set higher than what the
monitor supports.

Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take eect.

To enter Safe Mode in Windows 7:

1. Restart the computer.

2. Press and hold the F8 key as your computer restarts, before

the Windows logo appears. If the Windows logo appears,
you must restart the computer and try again.

3. On the Advanced Boot Options screen, use the arrow keys to

highlight the safe mode option you want, and then press

Enter.

4. Log on to your computer with a user account that has

administrator rights.

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

To enter Safe Mode in Windows 10:

1. Log into the computer using an Administrator account.

2. Type msconfig in the taskbar search box, and then select

mscong from the list of applications.

3. Click the Boot tab, select Safe boot and then click OK.

High pitched noise coming from inside a at panel monitor.

Cause Solution

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

Fuzzy focus; streaking, ghosting, or shadowing eects; 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.

72 Chapter 6 Troubleshooting without diagnostics

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

monitor’s on-screen display menu.

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

display functions. To download a SoftPaq that will assist you

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

Cause Solution

with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support

Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card.

2. Replace the graphics card.

Certain typed symbols do not appear correct.

Cause Solution

The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate

symbol. You can copy the symbol from the Character Map into a
document.

In Windows 7, click Start, select All Programs, select Accessories,
select System Tools, and then select Character Map.

In Windows 10, type ch in the taskbar search box, and then select

Character Map from the list of applications.

Solving audio problems

If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.

Sound cuts in and out.

Cause Solution

Processor resources are being used by other open applications. Shut down all open processor-intensive applications.

Sound does not come out of the speaker or headphones.

Cause Solution

Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure

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

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.

System Audio.

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.

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

Solving audio problems 73

Sound does not come out of the speaker or headphones.

Cause Solution

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

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

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

The application is set to use a dierent 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 dierent audio
device as the default output device than what is expected.

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

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

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

Device Options > Internal Speaker.

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

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

Set the operating system to use the correct audio device.

Sound from headphones is not clear or mued.

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 recongured in the audio driver or application
software.

Plug the headphones into the headphone connector on the front
of the computer.

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

In the audio driver or application software, recongure the jack or
set the jack to its default value.

74 Chapter 6 Troubleshooting without diagnostics

There is no sound or sound volume is too low.

Cause Solution

The application is set to use a dierent 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 dierent audio
device as the default output device than what is expected.

Solving printer problems

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

Printer will not print.

Cause Solution

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

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

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

Set the operating system to use the correct audio device.

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

2. Try printing using the MS-DOS command:

DIR C:\ > [printer port]

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

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

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

Printer may have failed. Run printer self-test.

Printer will not turn on.

Cause Solution

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

Make the proper network connections to the printer.

outlet.

Solving printer problems 75

Printer prints garbled information.

Cause Solution

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

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

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

on.

Printer will not print.

Cause Solution

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

Solving keyboard and mouse problems

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

A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.

Cause Solution

If your computer is equipped with USB 3.0 ports, connected USB

3.0 devices can interfere with the wireless keyboard USB receiver.

Keyboard commands and typing are not recognized by the computer.

Cause Solution

Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of

Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the

Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.

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

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

the computer, and then restart the computer.

computer.

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

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

76 Chapter 6 Troubleshooting without diagnostics

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

Cause Solution

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

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

Device Options.

Mouse does not respond to movement or is too slow.

Cause Solution

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

Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the

Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal

Shut down the computer using the keyboard.

Windows 7:

1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.

2. Use the arrow keys to select Shut Down and then press

Enter.

3. After the shutdown is complete, plug the mouse connector

into the back of the computer (or the keyboard) and restart.

Windows 10:

1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.

2. Use the arrow keys to scroll to and select the power icon at

the top right on the menu, and then press Enter.

3. Use the arrow keys to select Shut Down, and then press

Enter.

4. After the shutdown is complete, plug the mouse connector

into the back of the computer (or the keyboard) and restart.

computer.

components.

Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.

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

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

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

Mouse will only move vertically, horizontally, or movement is jerky.

Cause Solution

Mouse roller ball or the rotating encoder shafts that make contact
with the ball are dirty.

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

Solving keyboard and mouse problems 77

Solving hardware installation problems

You may need to recongure 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
congures the computer. If you install a non-plug and play device, you must recongure 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.

Table 6-1 Solving Hardware Installation Problems

A new device is not recognized as part of the system.

Cause Solution

Device is not seated or connected properly. Ensure that the device is properly and securely connected and

that pins in the connector are not bent down.

Cable(s) of new external device are loose or power cables are
unplugged.

Power switch of new external device is not turned on. Turn o the computer, turn on the external device, then turn on

When the system advised you of changes to the conguration,
you did not accept them.

A plug and play board may not automatically congure when
added if the default conguration conicts with other devices.

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

Computer will not start.

Cause Solution

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

the computer to integrate the device with the computer system.

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

Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

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

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

78 Chapter 6 Troubleshooting without diagnostics

1. Review the documentation that came with the system to

determine if you are using the correct memory modules and
to verify the proper installation.

NOTE: DIMM1 or XMM1 must always be installed. DIMM1

must be installed before DIMM2, and DIMM3 must be
installed before DIMM4.

Computer will not start.

Cause Solution

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

computer. Beeps and ashing LEDs are codes for specic
problems.

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

Support.

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,

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.

Solving network problems

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

Network driver does not detect network controller.

Cause Solution

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

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

2. Enable the network controller in the operating system using

Device Manager.

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

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

Solving network problems 79

Network status link light never ashes.

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

Cause Solution

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

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

Manager for driver load and the Network Connections applet
within Windows for link status.

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

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

2. Enable the network controller in the operating system using

Device Manager.

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

Network driver is not properly loaded. Reinstall network drivers.

System cannot autosense the network. Disable auto-sensing capabilities and force the system into the

correct operating mode.

Diagnostics reports a failure.

Cause Solution

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

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

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

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

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

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

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

Cause Solution

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

settings for the board.

Network drivers are not loaded, or driver parameters do not
match current conguration.

80 Chapter 6 Troubleshooting without diagnostics

Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.

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

Cause Solution

Make sure the correct network client and protocol is installed.

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

and congure the network controller.

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

To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.

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

Cause Solution

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

settings for the board.

The network controller requires drivers. Verify that the drivers were not accidentally deleted when the

drivers for a new expansion board were installed.

The expansion board installed is a network card (NIC) and conicts
with the embedded NIC.

Network controller stops working without apparent cause.

Cause Solution

The les containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in

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

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

New network card will not boot.

Cause Solution

New network card may be defective or may not meet industry­standard specications.

Under the Computer Setup Advanced menu, change the resource
settings for the board.

Windows 7.

If necessary, download the softpaq from the web (from a dierent
computer).

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

Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.

Solving network problems 81

Cannot connect to network server when attempting Remote System Installation.

Cause Solution

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

System setup utility reports unprogrammed EEPROM.

Cause Solution

Unprogrammed EEPROM. Contact an authorized service provider.

Solving memory problems

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

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

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

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

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

NOTE: The memory count will be aected by congurations with the Management Engine (ME) enabled. The

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

System will not boot or does not function properly after installing additional memory modules.

Cause Solution

A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1

socket on the system board. This socket must be populated with a
memory module.

Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.

Out of memory error.

Cause Solution

You have run out of memory to run the application. Check the application documentation to determine the memory

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

requirements.

82 Chapter 6 Troubleshooting without diagnostics

Memory count during POST is wrong.

Cause Solution

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

that proper modules are used.

Integrated graphics may use system memory. No action required.

Insucient memory error during operation.

Cause Solution

Too many Terminate and Stay Resident programs (TSRs) are
installed.

You have run out of memory for the application. Check the memory requirements for the application or add more

Power LED ashes Red ve times, once every second, followed by a two second pause, and the computer beeps ve times. (Beeps
stop after fth iteration but LEDs continue ashing.)

Cause Solution

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

Solving CD-ROM and DVD problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table
or to the documentation that came with the optional device.

System will not boot from CD-ROM or DVD drive.

Delete any TSRs that you do not need.

memory to the computer.

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

3. Replace third-party memory with HP memory.

4. Replace the system board.

Cause Solution

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

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

Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in

Non-bootable CD in drive. Try a bootable CD in the drive.

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

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

media in Storage > Storage Options. Ensure CD-ROM is enabled
in Storage > Boot Order.

Security > Network Boot.

Storage > Boot Order.

Solving CD-ROM and DVD problems 83

Drive not found (identied).

Cause Solution

Cable could be loose. Check cable connections.

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

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

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

CD-ROM or DVD devices are not detected or driver is not loaded.

Cause Solution

Drive is not connected properly or not properly congured. See the documentation that came with the optional device.

Movie will not play in the DVD drive.

See reconguration directions in the Solving hardware installation

problems on page 78 section. If the system still does not

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

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

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

Power-On Options.

Cause Solution

Movie may be regionalized for a dierent country. See the documentation that came with the DVD drive.

Decoder software is not installed. Install decoder software.

Damaged media. Replace media.

Movie rating locked out by parental lock. Use DVD software to remove parental lock.

Media installed upside down. Reinstall media.

Cannot eject compact disc (tray-load unit).

Cause Solution

Disc not properly seated in the drive. Turn o the computer and insert a thin metal rod into the

emergency eject hole and push rmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.

Cause Solution

Media is corrupt. Try dierent media to conrm whether media is valid.

84 Chapter 6 Troubleshooting without diagnostics

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.

Cause Solution

Media has been inserted upside down. Re-insert the media with the label facing up.

The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.

CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most

Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.

Recording or copying CDs is dicult or impossible.

Cause Solution

Wrong or poor quality media type. 1. Try using a slower speed when recording.

Wait at least 30 seconds to let the DVD-ROM drive determine the
type of media being played. If the disc still does not start, read the
other solutions listed for this topic.

computer stores.

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

To access Device Manager in Windows 10, type device

manager in the taskbar search box, and then select Device
Manager from the list of applications.

2. Restart the computer and let Windows detect the CD or DVD

driver.

2. Verify that you are using the correct media for the drive.

3. Try a dierent brand of media. Quality varies widely

between manufacturers.

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 (identied).

Cause Solution

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

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

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

applying power to the system

Solving USB ash drive problems 85

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

Storage > Boot Order.

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

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

Storage > Boot Order.

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 dierent ash drive.

Solving front panel component problems

If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.

A USB device, headphone, or microphone is not recognized by the computer.

Cause Solution

Device is not properly connected. 1. Turn o the computer.

2. Reconnect the device to the front of the computer and

restart the computer.

The device does not have power. If the USB device requires AC power, be sure one end is connected

to the device and one end is connected to a live outlet.

The correct device driver is not installed. 1. Install the correct driver for the device.

2. You might need to reboot the computer.

The cable from the device to the computer does not work. 1. If possible, replace the cable.

2. Restart the computer.

The device is not working. 1. Replace the device.

2. Restart the computer.

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

set to Enabled in Security > USB Security.

86 Chapter 6 Troubleshooting without diagnostics

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.

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 congured 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 specic
information that the Web server can later retrieve.)

Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on the
front of the cable/DSL modem will be on.)

computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)

Windows 7:

1. Select Start > Control Panel.

2. Click Internet Options.

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

Delete button.

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

Windows 10:

1. Type control panel in the taskbar search box, and then

select Control Panel from the list of applications.

2. Click Internet Options.

3. In the Browsing history section, click the Delete button.

4. Select the Cookies and website data check box and click the

Delete button.

Cannot automatically launch Internet programs.

Cause Solution

You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.

Solving Internet access problems 87

Solving software problems

Most software problems occur as a result of the following:

●

The application was not installed or congured correctly.

●

There is insucient memory available to run the application.

●

There is a conict 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 89 to determine possible causes.

See the Worldwide Limited Warranty for terms and conditions.

“Illegal Operation has Occurred” error message is displayed.

Cause Solution

Software being used is not Microsoft-certied for your version of
Windows.

Conguration les are corrupt. If possible, save all data, close all programs, and restart the

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

computer.

88 Chapter 6 Troubleshooting without diagnostics

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, recongure 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 51.

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 96.)

5. If the message disappears, there may be a

problem with the expansion card.

6. Replace the system board.

resetting CMOS on page 96.)

2. Remove expansion boards.

3. Replace the system board.

005-Real-Time Clock Power Loss Invalid time or date in conguration memory. Reset the date and time under Control Panel

(Computer Setup can also be used). If the

POST numeric codes and text messages 89

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

100-Front Audio Not Connected Front audio cable has been detached or

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.

unseated from system board.

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 conguration was recently

changed, unplug the computer, restore
the original memory conguration, and
reboot the computer.

4. If the error persists, replace the system

board.

Reconnect or replace front audio cable.

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 conguration was recently

changed, unplug the power cord, restore
the original memory conguration, 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

3. If the memory conguration was recently

4. If the error persists, replace the system

1. Reboot the computer.

2. Unplug the power cord, re-seat the

3. If the memory conguration was recently

90 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes

memory modules, and reboot the
computer.

changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.

board.

memory modules, and reboot the
computer.

changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.

Control panel message Description Recommended action

4. If the error persists, replace the system

board.

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.

2E1-MemorySize Error Memory amount has changed since the last

boot (memory added or removed).

2E2-Memory Error Memory module conguration 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.

The system memory size is dierent 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 identied 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 Conguration Warning The current memory conguration is not

2E5-ECC Memory Module Detected on
Unsupported Platform

2E6–Memory Not Congured Correctly for
Proper MEBx Execution

300–Conguration Change Warning The storage device conguration will be

301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure

A memory module in memory socket identied
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.)

POST numeric codes and text messages 91

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 96.)

3. Replace the hard disk drive.

2. Clear CMOS. (See Password security and

resetting CMOS on page 96.)

3. Replace the hard disk drive.

400-Serial Port A Address Conict Detected Both external and internal serial ports are

assigned to the same resources.

401-Serial Port B Address Conict Detected Both external and internal serial ports are

assigned to the same resources.

402-Serial Port C Address Conict Detected Both external and internal serial ports are

assigned to the same resources.

403-Serial Port D Address Conict 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 96.)

3. Recongure 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 96.)

3. Recongure 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 96.)

3. Recongure 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 96.)

92 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes