Maintenance and Service Guide
HP Z4 G4 Workstation
© Copyright 2017, 2018 HP Development
Company, L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Core, and Xeon are trademarks of Intel
Corporation in the U.S. and other countries.
Microsoft and Windows are either registered
trademarks or trademarks of Microsoft
Corporation in the United States and/or other
countries. SD Logo is a trademark of
its proprietor.
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.
Second Edition: March 2018
First Edition: December 2017
Document Part Number: L08560-002
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.
About This Book
WARNING! Text set o in this manner indicates that failure to follow directions could result in bodily harm or
loss of life.
CAUTION: Text set o in this manner indicates that failure to follow directions could result in damage to
equipment or loss of information.
NOTE: Text set o in this manner provides important supplemental information.
iii
iv About This Book
Table of contents
1 Product features ........................................................................................................................................... 1
Standard conguration features ........................................................................................................................... 1
Front ....................................................................................................................................................................... 2
Rear ........................................................................................................................................................................ 4
Left ......................................................................................................................................................................... 6
Serial number location .......................................................................................................................................... 6
2 Illustrated parts catalog ................................................................................................................................ 7
Computer major components ................................................................................................................................ 7
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
Service considerations ......................................................................................................................................... 13
Tools and software requirements ..................................................................................................... 13
Screws ............................................................................................................................................... 13
Cables and connectors ...................................................................................................................... 14
Hard Drives ........................................................................................................................................ 14
Lithium coin cell battery .................................................................................................................... 14
4 Removal and replacement procedures ........................................................................................................... 15
Preparation for disassembly ............................................................................................................................... 15
Front bezel ........................................................................................................................................................... 16
Access panel ......................................................................................................................................................... 17
Front IO/User Interface (FIOUI) module ............................................................................................................... 18
Storage device ..................................................................................................................................................... 19
v
Memory fan assembly ......................................................................................................................................... 20
Front fan/PCIe and card guide assembly ............................................................................................................ 21
Rear fan ................................................................................................................................................................ 22
CPU cooler ............................................................................................................................................................ 23
Processor ............................................................................................................................................................. 24
System board ....................................................................................................................................................... 25
Power supply ....................................................................................................................................................... 26
5 Computer Setup (F10) Utility ........................................................................................................................ 27
Computer Setup (F10) Utilities ............................................................................................................................ 27
Using Computer Setup (F10) Utilities ................................................................................................ 28
Computer Setup–Main ....................................................................................................................... 29
Computer Setup—Security ............................................................................................................... 31
Computer Setup—Advanced ............................................................................................................. 33
Recovering the Conguration Settings ............................................................................................................... 37
6 Troubleshooting without diagnostics ............................................................................................................ 38
Safety and comfort .............................................................................................................................................. 38
Before you call for technical support .................................................................................................................. 38
Helpful hints ........................................................................................................................................................ 39
Solving general problems .................................................................................................................................... 40
Solving power problems ...................................................................................................................................... 44
Solving hard drive problems ................................................................................................................................ 45
Solving media card reader problems ................................................................................................................... 47
Solving display problems .................................................................................................................................... 48
Solving audio problems ....................................................................................................................................... 52
Solving printer problems ..................................................................................................................................... 54
Solving keyboard and mouse problems .............................................................................................................. 55
Solving hardware installation problems ............................................................................................................. 56
Solving network problems .................................................................................................................................. 57
Solving memory problems .................................................................................................................................. 60
Solving USB ash drive problems ........................................................................................................................ 61
Solving front panel component problems .......................................................................................................... 62
Solving Internet access problems ....................................................................................................................... 63
Solving software problems .................................................................................................................................. 64
7 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 65
POST numeric codes and text messages ............................................................................................................. 66
Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 71
vi
8 Password security and resetting CMOS .......................................................................................................... 73
Changing a Setup or Power-on password ........................................................................................................... 74
Deleting a Setup or Power-on password ............................................................................................................. 74
Clearing and resetting the CMOS ......................................................................................................................... 74
9 Using HP PC Hardware Diagnostics ................................................................................................................ 76
Using HP PC Hardware Diagnostics Windows ..................................................................................................... 76
Downloading HP PC Hardware Diagnostics Windows ....................................................................... 76
Downloading the latest HP PC Hardware Diagnostics Windows version ....................... 77
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ..................................................................................................... 77
Installing HP PC Hardware Diagnostics Windows ............................................................................. 77
Using HP PC Hardware Diagnostics UEFI ............................................................................................................. 77
Starting HP PC Hardware Diagnostics UEFI ....................................................................................... 78
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive .............................................. 78
Downloading the latest HP PC Hardware Diagnostics UEFI version .............................. 78
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ..................................................................................................... 78
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ............................................. 79
Downloading Remote HP PC Hardware Diagnostics UEFI ................................................................. 79
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ................. 79
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
number ............................................................................................................................ 79
Customizing Remote HP PC Hardware Diagnostics UEFI settings .................................................... 79
10 Backing up, restoring, and recovering ......................................................................................................... 81
Using Windows tools ........................................................................................................................................... 81
Creating HP Recovery media (select products only) ........................................................................................... 81
Using HP Recovery Manager to create recovery media .................................................................... 82
Before you begin ............................................................................................................. 82
Creating the recovery media ........................................................................................... 82
Using the HP Cloud Recovery Download Tool to create recovery media .......................................... 83
Restoring and recovery ........................................................................................................................................ 83
Restoring, resetting, and refreshing using Windows tools .............................................................. 83
Restoring using HP Recovery Manager and the HP Recovery partition ........................................... 83
Recovering using HP Recovery Manager ........................................................................................... 83
Recovering using the HP Recovery partition (select products only) ................................................ 84
Recovering using HP Recovery media ............................................................................................... 84
Changing the computer boot order ................................................................................................... 85
Removing the HP Recovery partition (select products only) ............................................................ 85
vii
Appendix A Battery replacement ..................................................................................................................... 86
Appendix B Statement of memory volatility ..................................................................................................... 89
Current BIOS steps ............................................................................................................................................... 89
Nonvolatile memory usage ................................................................................................................................. 91
Questions and answers ....................................................................................................................................... 93
Using HP Sure Start .............................................................................................................................................. 94
Appendix C Specications ............................................................................................................................... 95
Computer specications ...................................................................................................................................... 95
SATA hard drives .................................................................................................................................................. 97
Appendix D Linux technical notes .................................................................................................................... 98
System RAM ......................................................................................................................................................... 98
Audio .................................................................................................................................................................... 99
Hyper-Threading Technology .............................................................................................................................. 99
NVIDIA graphics workstations ........................................................................................................................... 100
AMD graphics workstations ............................................................................................................................... 101
Index ........................................................................................................................................................... 102
viii
1 Product features
Standard conguration features
Features may vary depending on the model.
HP Z4 G4 Workstations oer two primary models – models with Intel® Xeon® W processors and models with
Intel® Core™ X-series processors. Each processor series requires a dierent system board. The system boards
are not interchangeable.
IMPORTANT: Models with Intel Core X-series processors support Windows 10 only.
Standard conguration features 1
Front
NOTE: Refer to the illustration that most closely matches your computer.
Item Icon Component
1 Power button and light*
2 Drive light
3 Audio-out (headphone)/Audio-in (microphone) combo jack
4 USB SuperSpeed port with HP Sleep and Charge
5 USB SuperSpeed port
6 USB Type-C SuperSpeed Plus ports (2)
7 Memory card reader (select products only)
* The power light status is as follows:
●
Solid white: The computer is on.
●
Blinking white: The computer is in the Sleep state, a power-saving state. The computer shuts o
power to the display and other unneeded components.
●
Blinking red: The computer is in a fault state. For additional information, see the computer
Maintenance and Service Guide at http://www.hp.com/support.
●
O: The computer is o or in Hibernation. Hibernation is a power-saving state that uses the least
amount of power.
2 Chapter 1 Product features
Item Icon Component
1 Power button and light*
2 Drive light
3 Audio-out (headphone)/Audio-in (microphone) combo jack
4 USB SuperSpeed port with HP Sleep and Charge
5 USB SuperSpeed ports (3)
6 Memory card reader (select products only)
* The power light status is as follows:
●
Solid white: The computer is on.
●
Blinking white: The computer is in the Sleep state, a power-saving state. The computer shuts o
power to the display and other unneeded components.
●
Blinking red: The computer is in a fault state. For additional information, see the computer
Maintenance and Service Guide at http://www.hp.com/support.
●
O: The computer is o or in Hibernation. Hibernation is a power-saving state that uses the least
amount of power.
Front 3
Rear
NOTE: Refer to the illustration that most closely matches your computer.
Models with Intel Xeon W processors
Item Icon Component Item Icon Component
1 Power button and light* 9 Power connector
2 Audio-in (microphone) jack 10 Security cable slot
3 Audio-out (headphone) jack 11 Security lock loop
4 PS/2 mouse port 12 RJ-45 (network) jack
5 PS/2 keyboard port 13
6 USB SuperSpeed ports (6) 14 PCIe card release latches
7 Cable-only slot 15 PCIe card slots (5)
8
* The power light status is as follows:
●
Solid white: The computer is on.
●
Blinking white: The computer is in the Sleep state, a power-saving state. The computer shuts o power to the display and other
unneeded components.
●
Blinking red: The computer is in a fault state. For additional information, see the computer Maintenance and Service Guide at
http://www.hp.com/support.
●
O: The computer is o or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.
Power supply Built-In Self-Test
(BIST) light
NOTE: Appearance may vary.
RJ-45 (network) jack (AMT
enabled)
4 Chapter 1 Product features
Models with Intel Core X-series processors
Item Icon Component Item Icon Component
1 Power button and light* 8
Power supply Built-In Self-Test
(BIST) light
NOTE: Appearance may vary.
2 Audio-out (headphone) jack 9 Power connector
3 Audio-in (microphone) jack 10 Security cable slot
4 PS/2 mouse port 11 Security lock loop
5 PS/2 keyboard port 12 RJ-45 (network) jack
6 USB SuperSpeed ports (5) 13 PCIe card release latches
7 Cable-only slot 14 PCIe card slots (5)
* The power light status is as follows:
●
Solid white: The computer is on.
●
Blinking white: The computer is in the Sleep state, a power-saving state. The computer shuts o power to the display and other
unneeded components.
●
Blinking red: The computer is in a fault state. For additional information, see the computer Maintenance and Service Guide at
http://www.hp.com/support.
●
O: The computer is o or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.
Rear 5
Left
Item Component
1 Side access panel handle
2 Side access panel lock (select products only)
Serial number location
Each computer has a unique serial number and a product ID number that are located on the exterior of
the computer. Keep these numbers available for use when contacting support for assistance.
6 Chapter 1 Product features
2 Illustrated parts catalog
Computer major components
Item Component
(1) CPU cooler
(2) Processor
(3) Memory modules
(4) Access panel
(5) Graphics card
(6) Fan
(7) Chassis
(8) System board
(9) Front fan/PCIe and card guide assembly
(10) Power supply
(11) Optical drive
(12) 3.5-inch hard drive
(13) Drive cage
Computer major components 7
Item Component
(14) Front IO/User Interface (FIOUI) module
(15) 2.5-inch solid-state drive
(16) M.2 solid-state drive
(17) Front bezel
System conguration specications and dierences can be found in the HP Z4 G4 Workstation Quickspecs,
located at http://h20195.www2.hp.com/v2/GetDocument.aspx?docname=c05527757.
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. The power cord must be disconnected from the power source before opening the computer to prevent
system board or component damage.
Electrostatic discharge information
A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be aected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in
the internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows how humidity aects the electrostatic voltage levels generated by dierent
activities. A product can be degraded by 700 volts.
●
Dierent activities generate dierent amounts of static electricity.
●
Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
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
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-sensitive 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 containers.
●
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 snugly against bare skin. The ground cord must be
connected to the banana plug connector on the grounding mat or workstation and t snugly into it.
●
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, observe the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to
the work surface and use 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
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, or sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Conductive foam
●
Conductive tabletop workstations with ground cords of one-megohm +/- 10% resistance
●
Static-dissipative table or oor mats with hard ties to ground
●
Field service kits
●
Static awareness labels
●
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●
Material handling packages
●
Conductive plastic bags
●
Conductive plastic tubes
●
Conductive tote boxes
●
Opaque shielding bags
●
Transparent metallized shielding bags
●
Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
●
Operate the computer on a sturdy, level surface. Leave a 10.2 cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airow.
●
Never restrict the airow into the computer by blocking any vents or air intakes. Do not place
the keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airow.
●
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airow. Be sure to unplug the computer before cleaning the air vents.
●
Never operate the computer with the cover or side panel removed.
●
Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●
Keep liquids away from the computer and keyboard.
Operating guidelines 11
●
Never cover the ventilation slots on the monitor with any type of material.
●
Install or enable power management functions of the operating system or other software, including
sleep states.
Routine care
General cleaning safety precautions
1. Never use solvents or ammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the computer case
Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the computer.
To clean the computer case, follow the procedures described below:
●
To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
●
For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping the surface
with a cloth or swab dampened with clear water.
●
For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed; alcohol will evaporate quickly
without leaving a residue.
●
After cleaning, always wipe the unit with a clean, lint-free cloth.
●
Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 12 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer
case on page 12.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 12
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under
the keys.
●
Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●
Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
If you want to remove a key, use a specially designed key puller to prevent damage to the keys. This tool
is available through many electronics supply outlets.
CAUTION: Never remove a wide, level 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 then squeezed out.
Be careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
bers or dirt in conned areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●
Wipe the monitor screen with a towelette designed for cleaning monitors or with a clean cloth
moistened with water. 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.
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software requirements
Screws
To service the computer, you need the following:
●
Diagnostics software
●
Flat-bladed screwdriver (may sometimes be used in place of a Torx screwdriver)
●
Phillips #2 screwdriver
●
Torx15 screwdriver
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of dierent lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP
strongly recommends that all screws removed during disassembly be kept with the part that was removed,
then returned to their proper locations.
CAUTION: As each subassembly is removed from the computer, it should be placed away from the work area
to prevent damage.
Service considerations 13
Cables and connectors
Most cables used throughout the unit are at, exible cables. These cables must be handled with care to
avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from
the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting
the cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by
parts being removed or replaced.
CAUTION: When servicing this computer, ensure that cables are placed in their proper location during
the reassembly process. Improper cable placement can damage the computer.
Hard Drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.
●
If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”
●
Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the computer.
●
Avoid dropping drives from any height onto any surface.
●
If you are inserting or removing a hard drive, turn o the computer. Do not remove a hard drive while
the computer is on or in standby mode.
●
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
●
Do not use excessive force when inserting a drive.
●
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic elds
such as CRT monitors or speakers.
Lithium coin cell battery
The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.
See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.
WARNING! This computer contains a lithium battery. There is a risk of re and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or re, or
expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with general
household waste. In order to forward them for recycling or proper disposal, please use the public collection
system or return them to HP.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
4 Removal and replacement procedures
Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.
NOTE: Not all features listed in this guide are available on all computers.
Preparation for disassembly
WARNING! Voltage is always present on the system board when the computer is plugged into an active
AC outlet. To avoid possible personal injury and damage to the equipment the power cord should be
disconnected from the computer and/or the AC outlet before opening the computer.
See Routine care, SATA drive guidelines, and disassembly preparation on page 9 for initial safety procedures.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as compact discs or USB ash drives, from the computer.
3. Turn o the computer properly through the operating system, then turn o any external devices.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
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 fans are on even when the computer is
in the “Standby,” or “Suspend” modes. The power cord should always be disconnected before servicing
a unit.
NOTE: During disassembly, label each cable as you remove it, noting its position and routing. Keep all
screws with the removed components.
Preparation for disassembly 15
Front bezel
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Position the computer on its right side with the bottom toward you.
3. Release the two tabs (1) on the bottom of the front bezel from the computer.
4. Swing the bottom edge of the front bezel (2) away from the computer.
5. Remove the front bezel (3).
Reverse this procedure to install the front bezel.
16 Chapter 4 Removal and replacement procedures
Access panel
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Position the computer with the left side toward you.
3. Swing the access panel release latch (1) up.
4. Use the access panel release latch to swing the top edge of the access panel (2) away from the
computer.
5. Remove the access panel (3) by lifting it straight up.
Reverse this procedure to install the access panel.
Access panel 17
Front IO/User Interface (FIOUI) module
Follow these steps to remove the FIOUI module:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Disconnect the I/O front audio cable (1) from the system board.
4. Disconnect the FIOUI module FUI cable (2) from the FIOUI module.
5. Disconnect the FIOUI module USB cable (3) from the FIOUI module.
6. Disconnect the FIOUI module memory card reader cable (4) from the FIOUI module.
7. Disconnect the FIOUI module FIOUI-Premium (OCUlink) cable (5) from the FIOUI module.
8. Release the FIOUI module by lifting up on the drive release bar (1).
9. Press on the FIOUI module rear panel, and then remove the FIOUI module (2).
Reverse this procedure to install the FIOUI module.
18 Chapter 4 Removal and replacement procedures
Storage device
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Disconnect the storage device power cable (1) and SATA cable (2) from the storage device.
4. Squeeze and hold the drive cage release tabs (3).
5. Remove the drive cage (4) from the computer.
6. Separate the drive cage retention arms (1) from the storage device, making sure the retention pins (2)
fully release from the device.
7. Remove the storage device (3) from the drive cage.
Reverse this procedure to install the storage device.
Storage device 19
Memory fan assembly
Follow these steps to remove the memory fan assembly:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Release the memory fan assembly by pressing down on the release tabs (1).
4. Remove the memory fan assembly (2).
Reverse this procedure to install the memory fan assembly.
20 Chapter 4 Removal and replacement procedures
Front fan/PCIe and card guide assembly
Follow these steps to remove the front fan/PCIe and card guide assembly:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Disconnect the graphics power cables from the placeholder sockets (1) on the front fan/PCIe and card
guide assembly (if present).
4. Disconnect the front fan/PCIe and card guide assembly cable (2) from the system board.
5. Release the two retention clips (3) that secure the front fan/PCIe and card guide assembly to the
computer.
6. Tilt the front fan/PCIe and card guide assembly (4) away from the computer.
7. Lift the front fan/PCIe and card guide assembly (5) as far as the front fan/PCIe and card guide assembly
cable allows.
8. Remove the front fan/PCIe and card guide assembly.
Reverse this procedure to install the front fan/PCIe and card guide assembly.
Front fan/PCIe and card guide assembly 21
Rear fan
Follow these steps to remove the rear fan:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Remove the four Phillips screws (1) that secure the rear fan to the computer.
4. Lift the rear fan (2) as far as the rear fan cable allows.
5. Disconnect the rear fan cable (3) from the system board.
6. Remove the rear fan.
Reverse this procedure to install the rear fan.
22 Chapter 4 Removal and replacement procedures
CPU cooler
NOTE: The CPU cooler spare part kit includes replacement thermal material.
Follow these steps to remove the CPU cooler:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Disconnect the CPU cooler fan cable (1) from the system board.
NOTE: Models with Intel Core X-series processors with 14 cores and above use a CPU cooler with a 6-
pin receptacle. The system board has a 5-pin connector. A 6-to-5 pin cable adapter is used to plug into
the 5-pin header on the system board.
CAUTION: When removing the CPU cooler, loosen all screws a little at a time to ensure the processor
remains level. Do not fully loosen one screw, and then move on to the next screw. Failure to follow this
sequence can result in damage to the CPU cooler, the processor, and the system board.
4. Loosen the four slotted Torx15 captive screws (2) that secure the CPU cooler to the system board.
5. Remove the CPU cooler (3).
Reverse this procedure to install the CPU cooler.
NOTE: If the old CPU cooler is being reinstalled, new thermal material must be applied. If a new CPU cooler is
being installed, thermal material is already preinstalled on the base of the CPU cooler.
CPU cooler 23
Processor
NOTE: The processor spare part kit includes replacement thermal material.
Follow these steps to remove the processor:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Remove the CPU cooler (see CPU cooler on page 23).
4. Release the locking arms (1) that secure the processor socket.
5. Release the processor socket plate (2) that secures the processor to the system board.
6. Remove the processor (3) from the processor socket by lifting it straight up.
Follow unlock and lock sequence printed on loading mechanism.
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.
IMPORTANT: If you must leave the processor socket empty, be sure to install a cover on top of the
socket.
Reverse this procedure to install the processor.
NOTE: If the old processor is being reinstalled, the old thermal material must be thoroughly cleaned from
the top of the processor. If a new processor is being installed, no cleaning is required.
If the old CPU cooler is being reinstalled, new thermal material needs to be applied to the processor. If a new
CPU cooler is being installed, it already has thermal material pre-applied to the base.
24 Chapter 4 Removal and replacement procedures
System board
NOTE: The system board spare part kit includes replacement thermal material.
Follow these steps to remove the system board:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15), and then remove
the following components:
a. Access panel (see Access panel on page 17)
b. Memory fan assembly (see Memory fan assembly on page 20)
NOTE: When replacing the system board, be sure that the CPU cooler (see CPU cooler on page 23),
processor (see Processor on page 24), and system memory are removed from the defective system
board and installed on the replacement system board.
2. Disconnect all cables and storage devices from the system board.
3. Remove the eight Torx15 screws (1) that secure the system board to the computer.
4. Use the CPU cooler to slide the system board (2) away from the chassis rear panel, and then remove the
system board (3).
Reverse this procedure to install the system board.
System board 25
Power supply
Follow these steps to remove the power supply:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 15).
2. Remove the access panel (see Access panel on page 17).
3. Remove the memory fan assembly (see Memory fan assembly on page 20).
4. Disconnect the power cables from the system board and any other powered components, as necessary.
5. Remove the four Torx15 screws (1) that secure the power supply to the rear of the computer.
6. Press the retention tab on the oor of the computer chassis (2), and then slide the power supply away
from the chassis rear panel until it disengages from the chassis (3).
7. Lift and shift the power supply toward the chassis center, and then remove the power supply (4).
Reverse this procedure to install the power supply.
26 Chapter 4 Removal and replacement procedures
5 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
Change settings from the defaults or restore the settings to default values.
●
View the system conguration, including settings for processor, graphics, memory, audio, storage,
communications, and input devices.
●
Modify the boot order of bootable devices such as hard drives, optical drives, or USB ash media devices.
●
Establish an Ownership Tag, the text of which is displayed each time the system is turned on or
restarted.
●
Enter the Asset Tag or property identication number assigned by the company to this computer.
●
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
●
Establish an administrator password that controls access to the Computer Setup (F10) Utility and
the settings described in this section.
●
Establish minimum requirements for valid passwords, including length and required types of characters.
●
Secure integrated I/O functionality, including the serial, USB, or audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●
Enable or disable dierent types of boot sources.
●
Congure features such as Secure Boot, power management, virtualization support, and language and
keyboard type used in Setup and POST.
●
Replicate the system setup by saving system conguration information on a USB device and restoring it
on one or more computers.
●
Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
Computer Setup (F10) Utilities 27
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 comes on to access the utility.
You can also press Esc to a menu that allows you to access dierent options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light comes on to access the utility.
3. A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press
Esc.
5. To apply and save changes, select Main > Save Changes and Exit.
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
●
To restore settings from the Advanced and Main menus to original values, select Apply Factory
Defaults and Exit.
●
To restore settings from the Advanced and Main menus to those previously saved by Save Custom
Defaults, select Apply Custom Defaults and Exit. If no custom defaults have been saved, then
factory defaults are used.
NOTE: Settings in the Security menu are not modied by Apply Defaults. Those values are reset by
Restore Security Settings to Default at the bottom of the Security menu.
NOTE: Not all settings shown in the following sections are available for all models
CAUTION: Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup (F10)
changes because the settings could become corrupted. It is safe to turn o the computer only after exiting
the F10 Setup screen.
28 Chapter 5 Computer Setup (F10) Utility
Computer Setup–Main
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-1 Computer Setup—Main
Option Description
System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if
Basic System Information is selected.
●
Product name
●
Installed memory size
●
Processor type
●
Processor cache size (L1/L2/L3)
●
Processor speed
●
MicroCode Revision
●
Processor Stepping
●
DIMM size (for each installed module)
●
System BIOS version
●
ME Firmware version
●
Super I/O Firmware version
●
Born On Date
●
Serial Number
●
SKU number
●
UUID (Universally Unique Identier)
●
Asset Tracking Number
●
Feature Byte
●
Build ID
●
Product Family
●
System Board ID
●
System Board CT
●
USB Type-C Controller(s) rmware version
●
Integrated MAC Address
System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced
Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform
the following functions:
●
Memory Test
●
Hard Drive Check
●
Language
Update System BIOS Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a le located on the hard drive.
●
‘Check HP.com for BIOS Updates’ or ‘Check the Network for BIOS Updates’
The string that appears here depends on the setting in ‘BIOS Update Preferences’.
Computer Setup (F10) Utilities 29
Table 5-1 Computer Setup—Main (continued)
Option Description
Update System BIOS
(continued)
System IDs Lets you set the following values:
Replicated Setup Backup current settings to USB device
●
Lock BIOS Version
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●
BIOS Update Preferences
Allows the administrator to select the source of network updates (www.hp.com or another network
server) and allows conguration of a periodic check for updates, including policies for:
■
Check for updates and prompt the user to accept or reject the update at that time
■
Check for updates and install all new versions
■
Check for updates and install only new versions marked important
●
Network Conguration Settings
●
Update BIOS Using Local Media
Lets you access les on either USB storage or the hard drive. The HP BIOS Update and Recovery
application included in BIOS Softpaqs at www.hp.com will copy the BIOS le to the correct location
on the hard drive or USB device.
●
Asset Tracking Number
●
Ownership Tag
Saves system conguration to a formatted USB ash media device.
Restore current settings from USB device
Restores system conguration from a USB ash media device.
Save Custom Defaults Saves the current system conguration settings as the custom default set.
Apply Custom Defaults
and Exit
Apply Factory Defaults
and Exit
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to current system conguration, exits Computer Setup, and reboots.
Applies the custom default settings to the computer after rebooting. Does not apply to options in
the Security menu.
Restores the factory system conguration settings to the computer after rebooting. Does not apply to
options in the Security menu.
30 Chapter 5 Computer Setup (F10) Utility
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Security
Option Description
Create BIOS
Administrator Password
Change BIOS
Administrator Password
(This selection is active
only if a BIOS
administrator password
is set.)
Password Policies Let you set the guidelines for a valid password. Options include:
Lets you set and enable a BIOS administrator password, which includes the following privileges:
●
Manage other BIOS users
●
Full access to BIOS policy and settings
●
Unlock the computer when other BIOS users fail the preboot authentication.
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Lets you change the BIOS administrator password.
You must know the current password to be able to change it.
●
Password minimum length
●
Requires at least one symbol
●
Requires at least one number
●
Requires at least one upper case character
●
Requires at least one lower case character
●
Allow spaces
Clear Password Jumper
Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords
at boot up. Default is ‘Honor’.
Security Conguration TPM Embedded Security
●
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
●
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.
BIOS Sure Start
●
Verify Boot Block on every Boot
Select to check validity of boot block region each boot. If not selected, boot block region will be
validated on power cycles.
●
Data Recovery Policy
Computer Setup (F10) Utilities 31
Table 5-2 Computer Setup—Security (continued)
Option Description
Select ‘Automatic’ or ‘Manual’ to set data recovery policy. ‘Manual’ lets you select whether or not to
execute recovery of a corrupted region if it is detected.
Create BIOS Power-On
Password
Change BIOS Power-On
Password (This selection
is active only if a BIOS
power-on password is
set.)
DriveLock Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,
Secure Erase Lets you select a hard drive to completely erase.
Lets you set and enable a BIOS power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Lets you change the BIOS power-on password.
You must know the current password to be able to change it.
the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully
entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during
a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is
attached to the system.
CAUTION: Be aware that these settings take place immediately. A save is not necessary.
CAUTION: Be sure to document the DriveLock password. Losing a DriveLock password will render a drive
permanently locked.
After you select a drive, the following options are available:
Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock.
Enable DriveLock. Sets the drive’s user password and enables DriveLock.
Once a hard drive has been erased with a program that utilizes Secure Erase rmware commands, no le
recovery program, partition recovery program, or other data recovery method will be able to extract data
from the drive.
Save/Restore MBR of
the system hard drive
Smart Cover Cover Lock (Lock/Unlock)
NOTE: Windows 10 systems are generally not formatted to include an MBR. Instead they use GUID
Partition Table (GPT) format, which better supports large hard drives.
Enabling this feature will save the Master Boot Record (MBR) of the system hard drive. If the MBR gets
changed, the user will be prompted to restore the MBR. Default is disabled.
The MBR contains information needed to successfully boot from a disk and to access the data stored on
the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such as
those caused by some viruses or by the incorrect use of certain disk utilities. It also allows you to recover
the "last known good" MBR, should changes to the MBR be detected when the system is restarted.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS cannot
prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
●
MBR security is enabled
●
A backup copy of the MBR has been previously saved
●
The current bootable disk is the same disk from which the backup copy was saved
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modied
the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if
you are condent that the current bootable disk's MBR has been corrupted or infected with a virus.
Default is ‘Unlock’.
32 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option Description
Cover Removal Sensor (Disabled/Notify user/Administrator password)
Smart Cover (continued) Lets you disable the cover sensor or congure what action is taken if the computer cover was removed.
Default is ‘Disabled’.
NOTE: Notify user alerts the user with a POST error on the rst boot after the sensor detects removal of
the cover. If the password is set, Administrator Password requires that the password be entered to boot
the computer if the sensor detects that the cover has been removed.
System Management
Command
Restore Security
Settings to Default
Allows authorized personnel to reset security settings during a service event. Default is enabled.
This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
in the Security menu to factory defaults.
Computer Setup—Advanced
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-3 Computer Setup—Advanced (for advanced users)
Option Heading
Display Language Lets you select the language of the menus in F10 Setup and the keyboard layout.
Scheduled Power-On This feature wakes the system up from a powered o state at a specied date and time.
Boot Options Select the devices that the computer can boot from, as well as other options, including:
●
●
●
●
●
●
●
Startup Menu Delay(sec). Enabling this feature will add a user-specied delay to the POST process.
One purpose for the delay is to provide additional time to activate hotkeys such as Esc for
the Startup Menu or F10 for Computer Setup.
Fast Boot. Default is disabled.
CD-ROM Boot. Default is enabled.
Network (PXE) Boot Conguration. Options are:
–
IPv4 before IPv6
–
IPv6 before IPv4
–
IPv4 disabled
–
IPv6 disabled
Prompt on Memory Size Change. Default is enabled.
After Power Loss. Default is Power O.
■
Power o—causes the computer to remain powered o when power is restored.
■
Power on—causes the computer to power on automatically as soon as power is restored.
■
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If the system is congured to ‘Power On from Keyboard Ports’ (see Power Management
Options), then this setting is forced to ‘Power On’.
UEFI Boot Order.
Computer Setup (F10) Utilities 33
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image.
UEFI boot sources always have precedence over legacy boot sources.
Boot Options (continued)
Secure Boot
Conguration
●
Num lock on at boot
●
Legacy Boot Order
Specify the order in which legacy boot sources (such as a network interface card, internal hard drive,
USB optical drive, or internal optical drive) are checked for a bootable operating system image.
Specify the order of attached hard drives. The rst hard drive in the order will have priority in
the boot sequence and will be recognized as drive C (if any devices are attached).
NOTE: To drag a device to a preferred place, press Enter.
NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has
started.
Shortcut to Temporarily Override Boot Order
To boot one time from a device other than the default device specied in Boot Order, restart the computer
and press Esc (to access the Startup menu) and then F9 (Boot Menu), or only F9 (skipping the Startup
menu) when the monitor light illuminates. After POST is completed, a list of bootable devices is displayed.
Use the arrow keys to select the preferred bootable device and press Enter. The computer then boots
from the selected non-default device for this one time.
Congure Legacy Support and Secure Boot
Legacy Support – Lets you turn o all legacy support on the computer, including booting to DOS, running
legacy graphics cards, booting to legacy devices, and so on.
Secure Boot – Lets you make sure an operating system is legitimate before booting to it, making your
operating system resistant to malicious modication from preboot to full operating system booting,
preventing rmware attacks. UEFI and Windows Secure Boot only allow code signed by pre-approved
digital certicates to run during the rmware and operating system boot process. Default is ‘Legacy
Support Disable and Secure Boot Disable’ for non-Windows congurations. Default is ‘Legacy Support
Disable and Secure Boot Enable’ for Windows 10 and later congurations.
Secure Boot Key Management
Lets you manage the custom key settings.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software
components. Set this option to ‘disable’ to support Device Guard.
System Options SATA Controller (enable/disable)
Congure Storage Controller for RAID (enable/disable)
Lets you enable onboard RAID. If the boot drive is an SED hard drive or solid-state drive, the default is
AHCI. Otherwise, the default is enabled.
POST Prompt for RAID Conguration
When disabled, the prompt for ‘RAID option ROM’ in legacy mode is suppressed.
34 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Virtualization Technology (VTx)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
o and then back on. Default is disabled.
System Options
(continued)
Built-In Device Options Embedded LAN Controller (AMT)
Virtualization Technology for Directed I/O (VTd)
Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning
the computer o and then back on. Default is disabled.
Select to show the device in the operating system. Default is enabled.
Intel I210 Embedded LAN Port
Select to show the device in the operating system. Default is enabled.
Wake On LAN
Lets you either disable the Wake On LAN feature, or congure where the computer boots, including
the network or hard drive. Default is Boot to Network.
Audio Device
Select to show the device in the operating system. Default is enabled.
Internal Speakers (does not aect external speakers)
Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in
the operating system and does not aect the error or warning beeps during POST. Default is enabled.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage for all fans in the system. This setting only changes the minimum fan
speeds. The fans are still automatically controlled.
Increase PCIe Idle Fan Speed(%)
Sets idle fan speed percentage for the front PCIe and rear system fans. This setting only changes
the minimum fan speeds. The fans are still automatically controlled.
Port Options Allows you to hide the following ports from the operating system:
●
Serial port A
●
SATA0 thru SATA5
●
eSATA
●
Internal USB ports
●
Front USB ports
●
Rear USB ports
●
Media card reader
Option ROM Launch
Policy
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is ‘All UEFI.’
NOTE: These options are “grayed” out if Legacy mode is disabled.
Congure Option ROM Launch Policy
●
All legacy
●
All UEFI
●
All UEFI except video
Computer Setup (F10) Utilities 35
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
Mini OROM Display Policy This policy controls whether optional ROM text appears in a small window on the splash screen until a key
Power Management
Options
Power Management
Options (continued)
is pressed.
Runtime Power Management (enable/disable)
Allows certain operating systems to reduce processor voltage and frequency when the current software
load does not require the full capabilities of the processor. Default is enabled.
Extended Idle Power States (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
Hardware Power States (enable/disable, default is enabled)
Enabling this feature controls whether computer or the operating system has nal control over power
states.
S5 Maximum Power Savings (enable/disable)
Enabling this feature reduces the power of the system to less than 0.5W when the system is in the S4 or
S5 state. Power is removed from the expansion slots and one of the on-board network connections. The
AMT-enabled network connection may be used to wake on LAN with this feature enabled. Default is
disabled.
SATA Power Management (enable/disable)
Enables or disables SATA bus and/or device power management. Default is enabled.
PCI Express Power Management (enable/disable)
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
Unique Sleep State Blink Rates (enable/disable)
This feature is designed to provide a visual indication of what sleep state the system is in. Each sleep
state has a unique blink pattern. Default is disabled.
NOTE: A normal shutdown goes to the S4 state.
S0 (On) = Solid white LED.
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) — repeated
cycles of 3 blinks and a pause.
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) —
repeated cycles of 4 blinks and a pause.
S5 (Soft O) = LED is o.
Remote Management
Options
Intel Management Engine (ME) (enable/disable). Default is enabled.
This option allows a user to disable the Intel Management Engine, which disables Intel Active
Management Technology and all underlying Intel ME technologies. This option also disables ME functions
that allow for ME rmware updates. It is suggested to periodically enable this option to update ME
rmware, as the ME rmware may contain platform stability xes.
Intel Active Management Technology (AMT) (enable/disable). Default is disabled.
This option allows a user to disable the Intel Active Management Technology, which is tied to all MEregulated remote management functions. Disabling AMT will still allow for ME rmware updates, which
are recommended for receiving platform stability xes.
NOTE: To access more Intel AMT options, it is suggested to do so through Management Engine BIOS
Extension (MEBX), by pressing the F6 key during boot up.
USB Key Provisioning Support (enable/disable) Default is disabled.
36 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option Heading
USB Redirection Support (enable/disable). Default is enabled.
USB redirection allows USB devices plugged into a client computer to be transparently redirected to
the guest operating system.
SOL Terminal Emulation Mode (ANSI / VT100). Default is ANSI.
SOL terminal emulation mode is only activated during remote AMT redirection operations. The emulation
options allow administrators to select which mode works best with their console.
Verbose Boot Messages (enable/disable). Default is enabled.
Verbose boot shows additional logging information during the boot. mainly for debugging if something
goes wrong during bootup.
Watchdog Timer (enable/disable). Default is enabled.
Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers
are not deactivated. BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during
execution if the alert is sent to the management console. An operating system alert is deactivated by
the operating system image and would indicate that a hang occurred during its initialization.
●
OS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
●
BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
CIRA Timeout (min.) (1/2/3/4/Never)
CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active
Management Technology (AMT).
Recovering the Conguration Settings
This method of recovery requires that you rst perform the Save to Removable Media command with
the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 29 in
the Computer Setup—File table.)
The Save to Removable Media option creates a le named HPSETUP.TXT on an inserted USB ash media
device. This le can be edited to change the settings on Restore. An asterisk (*) marks the selected option for
a setting.
NOTE: It is recommended that you save any modied computer conguration settings to a USB ash media
device and save the device for possible future use.
To restore the conguration, insert the USB ash media device with the saved conguration and perform
the Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup–
Main on page 29 in the Computer Setup—File table.)
Recovering the Conguration Settings 37
6 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer
to the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specic error messages that may appear on the screen during Power-On Self-Test
(POST) at startup, refer to POST error messages and diagnostic front panel LEDs and audible codes
on page 65.
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 27 for
more information.
●
Check the Power LED on the front of the computer to see if it is ashing red and white in a specic
pattern. 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 65 for more information.
●
If the screen is blank, plug the monitor into a dierent video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.
●
If you are working on a network, plug another computer with a dierent cable into the network
connection. There may be a problem with the network plug or cable.
●
If you recently added new hardware, remove the hardware and see if the computer functions properly.
●
If you recently installed new software, uninstall the software and see if the computer functions properly.
●
Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting
the operating system, use “Last Known Conguration.”
●
Refer to the comprehensive online technical support at http://www.hp.com/support.
●
Refer to Helpful hints on page 39 in this guide.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with selfsolve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notication, and worldwide community of peers and HP experts.
38 Chapter 6 Troubleshooting without diagnostics
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●
Be in front of your computer when you call.
●
Write down the computer serial number, product ID number, and monitor serial number before calling.
●
Spend time troubleshooting the problem with the service technician.
●
Remove any hardware that was recently added to your system.
●
Remove any software that was recently installed.
●
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in Support Sent Recovery 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 AC outlet.
●
Check that the computer is turned on and the white power light is on.
●
Check that the monitor is turned on and the monitor light is on.
●
Check the Power LED on the front of the computer to see if it is ashing red and white in a specic
pattern. 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 65 for more information.
●
Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●
Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
●
Check all cable connections for loose connections or incorrect connections.
●
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not shut
down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is
set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●
Recongure the computer after installing a non-plug and play expansion board or other option. See
Solving hardware installation problems on page 56 for instructions.
●
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
●
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful hints 39
●
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 installed and a single monitor, the monitor must be plugged
into the monitor connector on the source selected as the primary monitor 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 monitor 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 AC outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing
the F10 access screen to display too briey when booting
the computer.
Computer appears locked up and will not turn o when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
Before turning on the computer, press and hold F10. Turn on
the computer and continue to hold F10 until the Computer Setup
(F10) Utility is displayed.
- or –
Follow the Windows instructions for rebooting the computer into
the Computer Setup (F10) Utility.
until the computer turns o.
2. Disconnect the power cord from the AC 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.
40 Chapter 6 Troubleshooting without diagnostics
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs
the life of the RTC battery.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the Computer Setup settings to make sure
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, type control panel in the taskbar
search box, and then select Control Panel.
the internal system speaker is not muted (this setting does
not aect the external speakers).
2. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause Solution
Smart Cover Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause Solution
Processor is too hot. 1. Make sure airow to the computer is not blocked. Leave a
15.2-cm (6-inch) clearance on all vented sides of
the computer and above the monitor to permit the required
airow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
3. Make sure the processor CPU cooler 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.
Solving general problems 41
Poor performance.
Cause Solution
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. 1. Close unnecessary applications to free up memory.
Some software applications, especially games, are stressful on
the graphics subsystem.
Restart the computer.
2. Add more memory.
3. Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
a. Type msconfig in the taskbar search box, and then
select mscong.
b. On the Startup tab of the System Conguration Utility,
click Open Task Manager.
c. Select applications that you do not want to launch
automatically, and then click Disable.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The CPU cooler 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
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 rear fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
3. If a fan is connected and not operating, replace it.
the hard drive LED turns white, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
42 Chapter 6 Troubleshooting without diagnostics
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
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 verify the
power supply functionality.
a. Disconnect the power cord from the computer.
b. Disconnect all power supply cables from the system
board.
c. Reconnect the power cord to the power supply.
○
If the power supply fan is spinning AND the BIST
light illuminates, the power supply is good.
Consider replacing the system board.
○
If the power supply fan is not spinning OR the
BIST light does not illuminate, replace the power
supply.
Solving general problems 43
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Power supply shuts down intermittently.
Cause Solution
Power supply will not turn on because of internal power supply
fault.
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 two times.
Cause Solution
Power failure (power supply is overloaded). 1. Open the access panel and ensure that all power supply
Verify the power supply functionality.
1. Disconnect the power cord from the computer.
2. Disconnect all power supply cables from the system board.
3. Reconnect the power cord to the power supply.
–
If the power supply fan is spinning AND the BIST light
illuminates, the power supply is good. Consider
replacing the system board.
–
If the power supply fan is not spinning OR the BIST
light does not illuminate, replace the power supply.
cables are seated correctly on the system board.
2. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives).
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.
3. Verify the power supply functionality.
a. Disconnect the power cord from the computer.
b. Disconnect all power supply cables from the system
board.
c. Reconnect the power cord to the power supply.
○
If the power supply fan is spinning AND the BIST
light illuminates, the power supply is good.
Consider replacing the system board.
○
If the power supply fan is not spinning OR the
BIST light does not illuminate, replace the power
supply.
44 Chapter 6 Troubleshooting without diagnostics
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. Type file in the taskbar search box, and then select File
Disk transaction problem.
Cause Solution
Explorer from the list of applications. In the left column,
expand This PC, right-click on a drive, select Properties, and
then select the Tools tab. Under Error checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Either the directory structure is bad or there is a problem with a
le.
Drive not found (identied).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
Type file in the taskbar search box, and then select File
Explorer from the list of applications. In the left column, expand
This PC, right-click on a drive, select Properties, and then select
the Tools tab. Under Error checking click Check.
See reconguration directions in the Solving hardware installation
problems on page 56 section. If the system still does not
recognize the new device, check to see if the device is listed within
Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Boot Options.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Boot 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.
▲ 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.
Solving hard drive problems 45
Nonsystem disk/NTLDR missing message.
Cause Solution
3. Install system les for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in
the Advanced > Boot Options list.
Bootable hard drive is not attached as rst in a multi-hard drive
conguration.
Bootable hard drive is not listed rst in the Boot Order. Run the Computer Setup utility and select Advanced > Boot
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any
If attempting to boot from a hard drive, ensure it is attached to
the system board SATA0 connector.
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.
Advanced > Boot Options.
beeps are heard. Look for POST error code messages during POST.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 65 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
46 Chapter 6 Troubleshooting without diagnostics
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 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 is 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. Type file in the taskbar search box, and then select File
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
Explorer from the list of applications. In the left column, expand
This PC, right-click on the corresponding drive icon, and then
select Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is ashing
Solving media card reader problems 47
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by
the computer.
Cause Solution
The operating system needs time to recognize the device if
the reader was just installed into the computer and you are
turning the PC on for the rst time.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause Solution
The inserted media card has boot capability. 1. If you do not want to boot from the media card, remove it
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Blank screen (no video).
Cause Solution
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
during boot or do not select the option to boot from
the inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify
the boot menu.
3. Change the boot sequence in F10 Computer Setup.
Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
Bad monitor. Try a dierent monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer and
to the AC outlet.
You may have a screen blanking utility installed or energy saver
features are enabled.
System ROM is corrupted. Reash the system ROM with the latest BIOS image.
You are using a xed-sync monitor and it will not sync at
the resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Monitor settings in the computer are not compatible with
the monitor.
Press any key or click the mouse button and type your password
(if set).
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel, type control panel in
the taskbar search box, and then select Control Panel from
the list of applications.
48 Chapter 6 Troubleshooting without diagnostics
Blank screen (no video).
Cause Solution
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is congured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
System appears to power on and fans spin, however there is a blank screen and the power LED ashes red three times and then
white two times, accompanied by beeps. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video memory error. 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.
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.
System appears to power on and fans spin, however there is a blank screen and the power LED ashes red three times and then
white four times, accompanied by beeps. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video graphics error. 1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
Blank screen and the power LED ashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Disable monitor energy saver feature.
Solving display problems 49
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
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 resolution.
Graphics card is bad. Replace the graphics card.
The picture is broken up, rolls, jitters, or ashes.
Cause Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
CRT monitor needs to be degaussed. Degauss the CRT monitor. Refer to the documentation that came
Image is not centered.
Cause Solution
Download the latest graphics drivers from hp.com.
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.
with the monitor for instructions.
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
50 Chapter 6 Troubleshooting without diagnostics
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
CAUTION: Ensure that the computer power is o while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what
the monitor supports.
High pitched noise coming from inside a at panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center
the picture on the screen (at panel monitors using an analog VGA input connection only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of
the graphics card.
Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take eect.
To enter Safe Mode:
1. Log into the computer using an Administrator account.
2. Type msconfig in the taskbar search box, and then select
mscong from the list of applications.
3. Click the Boot tab, select Safe boot and then click OK.
1. Select the monitor’s Auto-Adjustment option in
the monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support
Graphics cable is not seated properly or has gone bad. 1. Check the graphics cable connections to the monitor and the
graphics card.
2. Replace the graphics cable.
Graphics card is not seated properly or is bad. 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.
Type ch in the taskbar search box, and then select Character Map
from the list of applications.
Solving display problems 51
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
Sound does not come out of the speaker or headphones.
Cause Solution
Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on
that Mute is not selected and use the volume slider to adjust
the volume.
Options.
the computer. The rear audio jack output is the green receptacle.
The speakers should be plugged into the line-out jack and
the headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently
installed sound card.
Headphones or devices connected to the line-out connector mute
the internal speaker.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced >
The application is set to use a dierent audio device than
speakers.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
See the sound card documentation for proper speaker connection.
The rear audio jack output is the green receptacle.
Turn on and use headphones or external speakers, if connected,
or disconnect headphones or external speakers.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Built-in Device Options.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager, 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.
52 Chapter 6 Troubleshooting without diagnostics
Computer appears to be locked up while recording audio.
Cause Solution
The hard disk may be full. Before recording, make sure there is enough free space on
the hard disk. You can also try recording the audio le in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been recongured in the audio driver or application
software.
There is no sound or very weak sound is detected by the headset microphone.
Cause Solution
The incorrect style of headset is being used. The front headset jack supports only Cellular Telephone
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a dierent audio device than
speakers.
In the audio driver or application software, recongure the jack or
set the jack to its default value.
Industries Association (CTIA) style headsets. Open Mobile
Terminal Platform (OMTP) style headsets are not
supported. These styles of headsets dier by the way that the
microphone signals are oriented on the connector. To solve the
issue, use a CTIA style headset or a commercially available
adapter that will convert from OMTP to CTIA signaling.
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, type device manager in
the taskbar search box, and then select Device Manager from
the list of applications.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Set the operating system to use the correct audio device.
Solving audio problems 53
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause Solution
Printer is not turned on and online. Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.
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 AC outlet.
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
Printer will not print.
Make the proper network connections to the printer.
on.
Cause Solution
The printer may be out of paper. Check the paper tray and rell it if it is empty.
54 Chapter 6 Troubleshooting without diagnostics
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.
Batteries are exhausted. Replace the batteries in the wireless keyboard and/or mouse.
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
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.
the 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.
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
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
Shut down the computer using the keyboard.
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.
the computer.
Solving keyboard and mouse problems 55
Mouse does not respond to movement or is too slow.
Cause Solution
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.
Solving hardware installation problems
You may need to recongure the computer when you add or remove hardware, such as an additional drive or
expansion card. If you install a plug and play device, Windows automatically recognizes the device and
congures the computer. If you install a non-plug and play device, you must recongure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow
the instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the AC outlet and allow the internal system components to cool before touching.
Table 6-1 Solving hardware installation problems
A new device is not recognized as part of the system.
Cause Solution
Device is not seated or connected properly. Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Power switch of new external device is not turned on. Turn o the computer, turn on the external device, then turn on
When the system advised you of changes to the conguration,
you did not accept them.
A plug and play board may not automatically congure when
added if the default conguration conicts with other devices.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting
the changes.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
Type device manager in the taskbar search box, and then
select Device Manager from the list of applications.
is selected for appropriate USB ports under Advanced > Port
Options.
56 Chapter 6 Troubleshooting without diagnostics
Computer will not start.
Cause Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
Power LED ashes Red three times and then white two times.
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,
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.
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4.
2. Observe the beeps and LED lights on the front of
the computer. Beeps and ashing LEDs are codes for specic
problems. See POST error messages and diagnostic front
panel LEDs and audible codes on page 65 to determine
possible causes for the blinking red and beep codes.
3. If you still cannot resolve the issue, contact Customer
Support.
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before 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.
Table
6-2 Solving network problems
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
Solving network problems 57
Table 6-2 Solving network problems (continued)
Network driver does not detect network controller.
Cause Solution
Type device manager in the taskbar search box, and
then select Device Manager from the list of applications.
Incorrect network driver. Check the network controller documentation for the correct driver
or obtain the latest driver from the manufacturer’s Web site.
Network status link light never ashes.
NOTE: The network status light is supposed to ash when there is network activity.
Cause Solution
No active network is detected. Check cabling and network equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
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.
Type device manager in the taskbar search box, and
then select Device Manager from the list of applications.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable auto-sensing capabilities and force the system into
the correct operating mode.
Diagnostics reports a failure.
Cause Solution
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of
the cable.
The network controller is defective. Contact an authorized service provider.
Ensure that the cable and device at the other end are operating
correctly.
58 Chapter 6 Troubleshooting without diagnostics
Diagnostics passes, but the computer does not communicate with the network.
Cause Solution
Network drivers are not loaded, or driver parameters do not
match current conguration.
The network controller is not congured for this computer. Select the Network and Sharing Center icon in the Control Panel
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when
Network controller stops working without apparent cause.
Cause Solution
The les containing the network drivers are corrupted. Reinstall the network drivers using the Windows recovery tools.
Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.
Make sure the correct network client and protocol is installed.
and congure the network controller.
Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
the drivers for a new expansion board were installed.
If necessary, download the softpaq from the web (from a dierent
computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industrystandard specications.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not congured properly. Verify Network Connectivity, that a DHCP Server is present, and
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
that the Remote System Installation Server contains the NIC
drivers for your NIC.
Solving network problems 59
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned o (depending on
the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug
the computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
NOTE: The memory count will be aected by congurations with the Management Engine (ME) enabled. The
ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME rmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for
the system or the new memory module is not seated properly.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the memory
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly and
Replace module with the correct industry-standard device for
the computer. On some models, ECC and non-ECC memory
modules cannot be mixed.
requirements.
that proper modules are used.
60 Chapter 6 Troubleshooting without diagnostics
Insucient 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
Solving USB ash drive problems
If you encounter USB ash drive problems, common causes and solutions are listed in the following table.
USB ash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the ash drive in Windows.
USB ash drive not found (identied).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
Delete any TSRs that you do not need.
memory to the computer.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
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
Advanced > Boot Options.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot 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.
Solving USB ash drive problems 61
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.
62 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
IP address is not congured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specic
information that the Web server can later retrieve.)
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on
the front of the cable/DSL modem will be on.)
the 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.)
1. Type control panel in the taskbar search box, and then
select Control Panel from the list of applications.
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click
the Delete button.
Solving Internet access problems 63
Solving software problems
Most software problems occur as a result of the following:
●
The application was not installed or congured correctly.
●
There is insucient memory available to run the application.
●
There is a conict between applications.
●
Be sure that all the needed device drivers have been installed.
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure it is supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not display.
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 65 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-certied for your version of
Windows.
Conguration les are corrupt. If possible, save all data, close all programs, and restart
Verify that the software is certied by Microsoft for your version
of Windows (see program packaging for this information).
the computer.
64 Chapter 6 Troubleshooting without diagnostics
7 POST error messages and diagnostic front
panel LEDs and audible codes
This chapter lists the error codes, error messages, and the various indicator light and audible sequences that
you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of
the problem, and steps you can take to resolve the error condition.
POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages. If a POST error occurs, the screen will display the error message. To manually switch to
the POST Messages Enabled mode during POST, press any key (except F10, F11, or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish
the schedule, recongure the computer to the Full Boot Every x Days mode, using Computer Setup.
NOTE: For more information on Computer Setup, see Computer Setup (F10) Utility on page 27.
65
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
005-Real-Time Clock Power Loss Invalid time or date in conguration memory.
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
Memory error during POST execution of
the Management Engine (ME) BIOS Extensions
option ROM.
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 73.)
5. If the message disappears, there may be a
problem with the expansion card.
6. Replace the system board.
resetting CMOS on page 73.)
2. Remove expansion boards.
3. Replace the system board.
Reset the date and time under Control Panel
(Computer Setup can also be used). If
the problem persists, replace the RTC battery.
See the Removal and Replacement section for
instructions on installing a new battery.
2. Change the processor.
1. Reboot the computer.
2. Unplug the power cord, re-seat
the memory modules, and reboot
the computer.
3. If the memory conguration was recently
changed, unplug the computer, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
00A-Product Information Not Valid The product information programmed into
the system board is missing or invalid.
00B-MEBx Module did not checksum correctly Memory error during POST execution of
the Management Engine (ME) BIOS Extensions
option ROM.
Use Computer Setup to update this information.
1. Reboot the computer.
2. Unplug the power cord, re-seat
3. If the memory conguration was recently
66 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
the memory modules, and reboot
the computer.
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
Control panel message Description Recommended action
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
00E-Inventory Error during MEBx Execution BIOS information passed to the MEBx resulted
Memory error during POST execution of
the Management Engine (ME) BIOS Extensions
option ROM.
failure.
in a failure.
1. Reboot the computer.
2. Unplug the power cord, re-seat
the memory modules, and reboot
the computer.
3. If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
1. Reboot the computer.
2. Unplug the power cord, re-seat
the memory modules, and reboot
the computer.
3. If the memory conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
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.
00F-Interface Error during MEBx Execution MEBx operation experienced a hardware error
during communication with the ME.
100-Front Audio Not Connected Front audio cable has been detached or
unseated from system board.
2E1-MemorySize Error Memory amount has changed since the last
boot (memory added or removed).
2E2-Memory Error Memory module conguration failed during
boot up.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version.
3. If the error still persists, replace
the system board.
Reconnect or replace front audio cable.
The system memory size is dierent from
the last startup. The most common reason is
the removal of memory from the system board.
Press the F1 key to save the memory changes.
If this message persists, verify that
the memory modules are installed correctly.
1. Ensure memory modules are correctly
installed.
2. Verify proper memory module type.
3. Remove and replace the identied faulty
memory module(s).
4. If the error persists after replacing
memory modules, replace the system
board.
POST numeric codes and text messages 67
Control panel message Description Recommended action
2E3-Incompatible Memory Module in Memory
Socket(s) X, X, ...
2E4-DIMM Conguration Warning The current memory conguration is not
2E5-ECC Memory Module Detected on
Unsupported Platform
2E6–Memory Not Congured Correctly for
Proper MEBx Execution
300–Conguration Change Warning The storage device conguration will be
301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure
A memory module in memory socket identied
in the error message is missing critical SPD
information, or is incompatible with the chipset.
optimized.
Recently added memory module(s) support ECC
memory error correction.
DIMM1 is not installed. Make sure there is a memory module in
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.
the 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.)
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 73.)
3. Replace the hard disk drive.
2. Clear CMOS. (See Password security and
resetting CMOS on page 73.)
68 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
3. Replace the hard disk drive.
400-Serial Port A Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
401-Serial Port B Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
402-Serial Port C Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
403-Serial Port D Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an
option ROM too large to download during POST.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 73.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 73.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 73.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 73.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
▲ If a PCI expansion card was recently
added, remove it to see if the problem
remains.
41A-Front USB3 Not Connected Front USB cable has been detached or unseated
from system board.
41B-Device in PCI Express Slot Failed To
Initialize
43A-USB Type-C I2C Not Connected Cable is required between FIOUI-P (OCUlink) on
43B-More Than One USB type-C Cards Are
Installed
500–BIOS Recovery A system BIOS recovery has occurred. Not applicable.
70x-Wireless Mode Not Supported The system has detected a wireless module
800-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer
There is an incompatibility or problem with a
PCIe device and the system or PCIe link could
not be congured to a valid bus width or speed.
I/O panel and OCUlink connector on the system
board.
More than one USB type-C card is installed. Remove USB type-C card so only one is
installed in the system that is not supported
and has been disabled.
Reconnect or replace front USB cable.
Try rebooting the system. If the error reoccurs,
the device may not work with this system
Install cable between I2C on card and USB-C on
the system board.
installed.
Replace with a supported module.
turned o.
2. Check connector for bent or missing pins.
3. Ensure that none of the keys are
depressed.
4. Replace keyboard.
POST numeric codes and text messages 69
Control panel message Description Recommended action
801-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer
turned o.
2. Ensure that none of the keys are
depressed.
3. Replace the keyboard.
4. Replace the system board.
900-CPU Fan Not Detected CPU fan is not connected or may have
malfunctioned.
901-Chassis, Rear Chassis, or Front Chassis Fan
not Detected
903-Computer Cover Has Been Removed Since
Last System Startup
904-SATA Cabling Error One or more SATA devices are improperly
90B-Fan Failure The system has detected that a cooling fan is
90D-System Temperature Thermal shutdown occurred. The system BIOS
Chassis, rear chassis, or front chassis fan is not
connected or may have malfunctioned.
attached. For optimal performance, the SATA 0
and SATA 1 ports should be used for hard drives
before other ports.
not operating correctly.
has detected your machine was previously shut
down to avoid overheating. Overheating may
occur if the cooling vents are blocked or
the operating temperature exceeds the system
specications. The machine should return to
normal operation once the situation is resolved.
1. Reseat CPU fan.
2. Reseat fan cable.
3. Replace CPU fan.
1. Reseat chassis, rear chassis, or front
chassis fan.
2. Reseat fan cable.
3. Replace chassis, rear chassis, or front
chassis fan.
N/A
Ensure SATA connectors are used in ascending
order. For one device, use SATA 0. For two
devices, use SATA 0 and SATA 1. For three
devices, use SATA 0, SATA 1, and SATA 2.
1. Reseat fan.
2. Reseat fan cable.
3. Replace fan.
Make sure system has proper airow.
Make sure all fans are connected and
operational.
Make sure a CPU cooler is properly installed for
each processor.
70 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of
the following subsystems and conditions:
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent
the minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks
to communicate the processor is not detected.
Category
BIOS 2.2 The main area (DXE) of BIOS has become corrupted and there is no recovery
Major/minor code Description
binary image available.
Interpreting system validation diagnostic front panel LEDs and audible codes 71
Category Major/minor code Description
2.3 The embedded controller policy requires the user to enter a key sequence.
2.4 The embedded controller is checking or recovering the boot block.
Hardware 3.2 The embedded controller has timed out waiting for BIOS to return from
memory initialization.
3.3 The embedded controller has timed out waiting for BIOS to return from
graphics initialization.
3.4 The system board displays a power failure (crowbar).*
3.5 The processor is not detected.*
3.6 The processor does not support an enabled feature.
Thermal 4.2 A processor over temperature condition has been detected.*
4.3 An ambient temperature over temperature condition has been detected.
System board 5.2 The embedded controller cannot nd valid rmware.
5.3 The embedded controller has timed out waiting for the BIOS.
5.4 The embedded controller has timed out waiting for BIOS to return from
system board initialization.
5.5 The embedded controller rebooted the system after a possible lockup
condition had been detected through the use of a System Health Timer,
Automated System Recovery Timer, or other mechanism.
* Indicates hardware triggered event; all other events are controlled by the BIOS.
72 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
8 Password security and resetting CMOS
This computer supports security password features, which can be established through the Computer Setup
Utilities menu.
This computer supports two security password features that are established through the Computer Setup
Utilities menu: administrator password and power-on password. When you establish only an administrator
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and any
other information on the computer. When you establish both passwords, only the administrator password will
give you access to Computer Setup.
When both passwords are set, the administrator password can also be used in place of the power-on
password as an override to log in to the computer. This is a useful feature for a network administrator.
If you forget one or both passwords, you can clear all passwords by powering o the system, opening
the cover, temporarily removing the CLR_PSWD jumper, and booting once. This will erase the administrator
and power-on passwords. You must restore the jumper to create new passwords.
The computer’s conguration memory (CMOS) stores information about the computer’s conguration.
CAUTION: Resetting the CMOS with power removed will reset the BIOS settings to factory defaults. It may
be useful to back up the BIOS settings or save them as custom defaults before resetting them in case they are
needed later. Back up can be performed in Computer Setup or using the BiosCongUtility tool available from
www.hp.com. See Computer Setup (F10) Utility on page 27 for information on backing up the BIOS settings.
Resetting CMOS resets BIOS settings to default, but does not clear the passwords or aect any of the other
Security settings. On Intel systems with advanced manageability features, resetting CMOS will also partially
unprovision AMT.
CAUTION: Stringent security is a mode where there is no physical bypass of the password function. If
enabled, removing the password jumper will be ignored. To enable this mode, change the security setting
Clear Password Jumper in Password Policies to Ignore.
If you lose or forget the password when in stringent security mode, the system can only be reset by System
Management Command. This is a way for HP Service and Support to provide a secure method to access
the BIOS and command a password reset for a specically identied unit under the direction of
the owner. This scenario may not be covered under warranty.
To prevent needing a customer service event to restore access to the system, record your congured
administrator and power-on passwords in a safe place away from your computer.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
conguration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
CAUTION: It is important to back up the computer CMOS settings before resetting them in case they are
needed later. Back up is easily done through Computer Setup. See Computer Setup (F10) Utility on page 27 for
information on backing up the CMOS settings.
73
Changing a Setup or Power-on password
To change the power-on or setup password, complete the following steps:
1. Turn on or restart the computer.
To change the Setup password, go to step 2.
To change the Power-on password, go to step 3.
2. To change the Setup password, as soon as the computer turns on:
- Press the Esc key while “Press the ESC key for Startup Menu” message is displayed.
- Press the F10 key to enter Computer Setup.
3. When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your
new password, another slash (/) or alternate delimiter character, and your new password again as
shown:
current password/new password/new password
NOTE: Type the new password carefully since the characters do not appear on the screen.
4. Press Enter.
The new password will take eect the next time the computer is restarted.
Deleting a Setup or Power-on password
To delete the power-on or setup password, complete the following steps:
1. Turn on or restart the computer.
To delete the Setup password, go to step 2.
To delete the Power-on password, go to step 3.
2. To delete the Setup password, as soon as the computer turns on:
- Press the Esc key while “Press the ESC key for Startup Menu” message is displayed.
- Press the F10 key to enter Computer Setup.
3. When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your
new password, another slash (/) or alternate delimiter character, and your new password again as
shown:
current password//
4. Press Enter.
Clearing and resetting the CMOS
The computer’s conguration memory (CMOS) stores information about the computer’s conguration.
The CMOS button resets CMOS but does not clear the power-on and setup passwords.
74 Chapter 8 Password security and resetting CMOS
1. Turn o the computer and any external devices, and disconnect the power cord from the AC outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to
disconnect the power cord from the AC outlet, and allow the internal system components to cool before
touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briey touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important to back
up the computer CMOS settings before resetting them in case they are needed later.
4. Locate, press, and hold the CMOS button for ve seconds.
NOTE: Make sure you have disconnected the AC power cord from the AC outlet. The CMOS button will
not clear CMOS if the power cord is connected.
5. Replace the access panel.
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
conguration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
Clearing and resetting the CMOS 75
9 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system in order to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, rst you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
Windows on page 76.
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as
administrator.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and xes.
c. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the tool opens, select the type of diagnostic test you want to run, and then follow the on-screen
instructions.
NOTE: If you need to stop a diagnostic test at any time, select Cancel.
3. When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-
digit Failure ID code is generated. For assistance in correcting the problem, contact support, and then
provide the Failure ID code.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows download instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe les are provided.
76 Chapter 9 Using HP PC Hardware Diagnostics
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location:
To run the tool on your computer, download it to the computer desktop.
– or –
To run the tool from a USB ash drive, download it to a USB ash drive.
3. Select Run.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number (select products only), follow
these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, and then enter the product name or number.
3. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location:
To run the tool on your computer, download it to the computer desktop.
– or –
To run the tool from a USB ash drive, download it to a USB ash drive.
4. Select Run.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the ash drive where the .exe le was downloaded, doubleclick the .exe le, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
HP PC Hardware Diagnostics UEFI (Unied Extensible Firmware Interface) allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. For assistance in correcting the problem, contact support, and provide the Failure
ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
Using HP PC Hardware Diagnostics UEFI 77
NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI
To start HP PC Hardware Diagnostics UEFI, follow these steps:
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB ash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB ash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 78.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive can be useful in the following situations:
●
HP PC Hardware Diagnostics UEFI is not included in the preinstall image.
●
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
●
The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
les are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB ash drive:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download UEFI Diagnostics, and then select
Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB ash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB
ash drive:
1. Go to http://www.hp.com/support.
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specic UEFI
Diagnostics version for your computer.
78 Chapter 9 Using HP PC Hardware Diagnostics
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)
Remote HP PC Hardware Diagnostics UEFI is a rmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload
results to a precongured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to
http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics UEFI section, select Download Remote Diagnostics, and then select
Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, it may be necessary to download the software by using the product name or
number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
1. Go to http://www.hp.com/support.
2. Select Get software and drivers, enter the product name or number, select your computer, and then
select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the
following customizations:
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
●
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been precongured for use. Your computer does not require the
traditional local storage (such as a disk drive or USB ash drive) to run remote diagnostics.
●
Set a location for storing the test results. You can also set the user name and password settings used for
uploads.
●
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 79
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take eect when the computer restarts.
80 Chapter 9 Using HP PC Hardware Diagnostics
10 Backing up, restoring, and recovering
This chapter provides information about the following processes, which are standard procedure for most
products:
●
Backing up your personal information—You can use Windows tools to back up your personal
information (see Using Windows tools on page 81).
●
Creating a restore point—You can use Windows tools to create a restore point (see Using Windows
tools on page 81).
●
Creating recovery media (select products only)—You can use HP Recovery Manager or HP Cloud
Recovery Download Tool (select products only) to create recovery media (see Creating HP Recovery
media (select products only) on page 81).
●
Restoring and recovery—Windows oers several options for restoring from backup, refreshing the
computer, and resetting the computer to its original state (see Using Windows tools on page 81).
●
Removing the Recovery Partition—To remove the Recovery partition to reclaim hard drive space
(select products only), select the Remove Recovery Partition option of HP Recovery Manager. For more
information, see Removing the HP Recovery partition (select products only) on page 85.
Using Windows tools
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule
regular backups to avoid information loss.
You can use Windows tools to back up personal information and create system restore points and recovery
media, allowing you to restore from backup, refresh the computer, and reset the computer to its original
state.
NOTE: If computer storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
▲ Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
Creating HP Recovery media (select products only)
After you have successfully set up the computer, use HP Recovery Manager to create a backup of the HP
Recovery partition on the computer. This backup is called HP Recovery media. In cases where the hard drive is
corrupted or has been replaced, the HP Recovery media can be used to reinstall the original operating system.
To check for the presence of the Recovery partition in addition to the Windows partition, right-click the Start
button, select File Explorer, and then select This PC.
NOTE: If your computer does not list the Recovery partition in addition to the Windows partition, contact
support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then
follow the on-screen instructions.
Using Windows tools 81
On select products, you can use the HP Cloud Recovery Download Tool to create HP Recovery media on a
bootable USB ash drive. For more information, see Using the HP Cloud Recovery Download Tool to create
recovery media on page 83.
Using HP Recovery Manager to create recovery media
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
Before you begin
Before you begin, note the following:
●
Only one set of recovery media can be created. Handle these recovery tools carefully, and keep them in a
safe place.
●
HP Recovery Manager examines the computer and determines the required media storage capacity.
●
To create recovery media, use one of the following options:
NOTE: If the computer does not have a recovery partition, HP Recovery Manager displays the Windows
Create a Recovery Drive feature. Follow the on-screen instructions to create a recovery image on a blank
USB ash drive or hard drive.
–
If your computer has an optical drive with DVD writer capability, be sure to use only high-quality
blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use rewritable discs such as CD±RW,
DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray) discs, which are not compatible
with HP Recovery Manager software.
–
If your computer does not include an integrated optical drive with DVD writer capability, you can
use an external optical drive (purchased separately) to create recovery discs, as described above. If
an external optical drive is used, you must connect it directly to a USB port on the computer. It
cannot be connected to a USB port on an external device, such as a USB hub.
–
To create a recovery ash drive, use a high-quality blank USB ash drive.
●
Be sure that the computer is connected to AC power before you begin creating the recovery media.
●
The creation process can take an hour or more. Do not interrupt this process.
●
If necessary, you can exit the program before you have nished creating all of the recovery media. HP
Recovery Manager will nish the current DVD or ash drive. The next time you start HP Recovery
Manager, you will be prompted to continue.
Creating the recovery media
To create HP Recovery media using HP Recovery Manager:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Create recovery media, and then follow the on-screen instructions.
If you need to recover the system, see Recovering using HP Recovery Manager on page 83.
82 Chapter 10 Backing up, restoring, and recovering
Using the HP Cloud Recovery Download Tool to create recovery media
To create HP Recovery media using the HP Cloud Recovery Download Tool:
1. Go to http://www.hp.com/support.
2. Select Software and Drivers, and then follow the on-screen instructions.
Restoring and recovery
Restoring and recovery can be performed using one or more of the following options: Windows tools, HP
Recovery Manager, or the HP Recovery partition.
IMPORTANT: Not all methods are available on all products.
Restoring, resetting, and refreshing using Windows tools
Windows oers several options for restoring, resetting, and refreshing the computer. For details, see Using
Windows tools on page 81.
Restoring using HP Recovery Manager and the HP Recovery partition
You can use HP Recovery Manager and the HP Recovery partition (select products only) to restore the
computer to the original factory state:
●
Resolving problems with preinstalled applications or drivers—To correct a problem with a
preinstalled application or driver:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Reinstall drivers and/or applications, and then follow the on-screen instructions.
●
Using System Recovery—To recover the Windows partition to original factory content, select the
System Recovery option from the HP Recovery partition (select products only) or use the HP Recovery
media. For more information, see Recovering using HP Recovery Manager on page 83. If you have not
already created recovery media, see Creating HP Recovery media (select products only) on page 81.
●
Using Factory Reset (select products only)—Restores the computer to its original factory state by
deleting all information from the hard drive and recreating the partitions and then reinstalling the
operating system and the software that was installed at the factory (select products only). To use the
Factory Reset option, you must use HP Recovery media. If you have not already created recovery media,
see Creating HP Recovery media (select products only) on page 81.
NOTE: If you have replaced the hard drive in the computer, you can use the Factory Reset option to
install the operating system and the software that was installed at the factory.
Recovering using HP Recovery Manager
You can use HP Recovery Manager software to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only).
If you have not already created HP Recovery media, see Creating HP Recovery media (select products only)
on page 81.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data that you want to retain. See Using Windows tools on page 81.
Restoring and recovery 83
IMPORTANT: Recovery through HP Recovery Manager should be used as a nal attempt to correct computer
issues.
NOTE: When you start the recovery process, only the options available for your computer are displayed.
Before you begin, note the following:
●
HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
●
If the computer hard drive fails, HP Recovery media must be used. This media is created using HP
Recovery Manager. See
●
If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, contact support to obtain recovery media. Go to http://www.hp.com/support, select your country
or region, and then follow the on-screen instructions.
Creating HP Recovery media (select products only) on page 81.
Recovering using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without recovery discs or a recovery USB
ash drive. This type of recovery can be used only if the hard drive is still working.
The HP Recovery partition (select products only) allows System Recovery only.
To start HP Recovery Manager from the HP Recovery partition:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps (select products only).
1. Type recovery in the taskbar search box, select HP Recovery Manager, and then select Windows
Recovery Environment
‒ or –
For computers or tablets with keyboards attached:
▲
Press f11 while the computer boots, or press and hold f11 as you press the power button.
For tablets without keyboards:
▲
Turn on or restart the tablet, quickly hold down the volume up button, and then select f11.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer
boot order, and then follow the on-screen instructions. See Changing the computer boot order
on page 85.
.
Recovering using HP Recovery media
If your computer does not have an HP Recovery partition or if the hard drive is not working properly, you can
use HP Recovery media to recover the original operating system and software programs that were installed at
the factory.
▲
Insert the HP Recovery media, and then restart the computer.
84 Chapter 10 Backing up, restoring, and recovering
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer
boot order, and then follow the on-screen instructions. See Changing the computer boot order
on page 85.
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order. This is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB ash drive, depending on the location of your HP Recovery media.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1. Insert the HP Recovery media.
2. Access the system Startup menu.
For computers or tablets with keyboards attached:
▲
Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options.
For tablets without keyboards:
▲
Turn on or restart the tablet, quickly hold down the volume up button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly hold down the volume down button, and then select f9.
3. Select the optical drive or USB ash drive from which you want to boot, and then follow the on-screen
instructions.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition (select products only) to free
up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP Recovery media. Before removing the Recovery partition, create HP Recovery media. See
Creating HP Recovery media (select products only) on page 81.
Follow these steps to remove the HP Recovery partition:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.
Restoring and recovery 85
A Battery replacement
The battery that comes with the computer provides power to the real-time clock. When replacing the battery,
use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt
lithium coin cell battery.
WARNING! The product may contain an internal lithium manganese dioxide, vanadium pentoxide, or
alkaline battery or battery pack. There is risk of re and burns if the battery pack is not handled properly.
WARNING! Do not attempt to recharge the battery.
WARNING! Do not expose to temperatures higher than 60° C (140° F).
WARNING! Do not disassemble, crush, puncture, short external contacts, or dispose of in re or water.
WARNING! Risk of explosion if battery is replaced by an incorrect type. Dispose of used batteries according
to the instructions.
WARNING! Replace only with the HP spare designated for this product.
WARNING! Do not ingest battery, a Chemical Burn Hazard.
WARNING! This product contains a coin/button cell battery. If the coin/button cell battery is swallowed, it
can cause severe internal burns in just 2 hours and can lead to death.
WARNING! Keep new and used batteries away from children.
WARNING! If the battery compartment does not close securely, stop using the product and keep it away
from children.
WARNING! If you think batteries might have been swallowed or placed inside any part of the body, seek
immediate medical attention.
WARNING! Leaving a battery in an extremely high temperature surrounding environment can result in an
explosion or the leakage of ammable liquid or gas.
WARNING! A battery subjected to extremely low air pressure may result in an explosion or the leakage of
ammable liquid or gas.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When
the battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briey touching
a grounded metal object.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall
socket. The lithium battery is only used when the computer is NOT connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as compact discs or USB ash drives, from the computer.
3. Turn o the computer properly through the operating system, then turn o any external devices.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
86 Appendix A Battery replacement
CAUTION: 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. You must disconnect the power cord to avoid damage to
the internal components of the computer.
5. Remove the access panel.
6. Locate the battery and battery holder on the system board.
NOTE: On some computer models, it may be necessary to remove an internal component to gain
access to the battery.
7. Depending on the type of battery holder on the system board, complete the following instructions to
replace the battery.
Type 1
a. Lift the battery out of its holder.
b. Slide the replacement battery into position, positive side up. The battery holder automatically
secures the battery in the proper position.
Type 2
a. To release the battery from its holder, squeeze the metal clamp that extends above one edge of
the battery. When the battery pops up, lift it out (1).
b. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with
the positive side up. Push the other edge down until the clamp snaps over the other edge of
the battery (2).
87
NOTE: After the battery has been replaced, use the following steps to complete this procedure.
8. Replace the access panel.
9. Plug in the computer and turn on power to the computer.
10. Reset the date and time, your passwords, and any special system setups using Computer Setup.
11. Lock any security devices that were disengaged when the access panel was removed.
88 Appendix A Battery replacement
B Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
PCs. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered o and the hard drive has been removed.
HP Business PC products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
The amount of nonvolatile memory present in the system depends upon the system conguration. Intelbased and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from
HP, assuming that no subsequent modications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business PC system, personal data
can remain on volatile system memory (DIMMs) for a nite period of time and will also remain in nonvolatile
memory. Use the steps below to remove personal data from the PC, including the nonvolatile memory found
in Intel-based and AMD-based system boards.
Current BIOS steps
1. Follow steps (a) through (l) below to restore the nonvolatile memory that can contain personal data.
Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary
nor recommended.
a. Turn on or restart the computer, and then press esc.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c. During the reboot, press esc.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e. During the reboot, press esc.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities
under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox
for DriveLock password on restart. Select OK to proceed.
Current BIOS steps 89
h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i. During the reboot, press esc.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM) and/or ngerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to reject.
l. Remove all power and system batteries for at least 24 hours.
2. Complete one of the following:
●
Remove and retain the storage drive.
– or –
●
Clear the drive contents by using a third party utility designed to erase data from a solidstate drive.
– or –
●
Clear the contents of the drive by using the following BIOS Setup Secure Erase command
option steps:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
a. Turn on or restart the computer, and then press esc while the "Press the ESC key for Startup Menu"
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
90 Appendix B Statement of memory volatility
Nonvolatile memory usage
Nonvolatile
memory type Amount (Size)
HP Sure Start ash
(select models
only)
Real Time Clock
(RTC) battery
backed-up CMOS
conguration
memory
8 MBytes No Yes Provides
256 Bytes No Yes Stores system
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
protected
backup of
critical System
BIOS code, EC
rmware, and
critical PC
conguration
data for select
platforms that
support HP
Sure Start.
For more
information,
see Using HP
Sure Start
on page 94.
date and time
and noncritical
data.
How is data input into this
memory?
Data cannot be written to this
device via the host processor.
The content is managed
solely by the HP Sure Start
Embedded Controller.
RTC battery backed-up CMOS
is programmed using the
Computer Setup (BIOS), or
changing the Microsoft
Windows date and time.
How is this memory
write-protected?
This memory is protected
by the HP Sure Start
Embedded Controller.
This memory is not writeprotected.
Controller (NIC)
EEPROM
DIMM Serial
Presence Detect
(SPD)
conguration data
System BIOS 9 MBytes Yes Yes Stores system
64 KBytes (not
customer
accessible)
256 Bytes per
memory board,
128 Bytes
programmable
(not customer
accessible)
No Yes Stores NIC
conguration
and NIC
rmware.
No Yes Stores memory
board
information.
BIOS code and
PC
conguration
data.
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
DIMM SPD is programmed by
the memory vendor.
System BIOS code is
programmed at the factory.
Code is updated when the
system BIOS is updated.
Conguration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
A utility is required to
write data to this memory
and is available from the
NIC vendor. Writing data
to this ROM in an
inappropriate manner will
render the NIC nonfunctional.
Data cannot be written to
this memory when the
board is installed in a PC.
The specic writeprotection method varies
by memory vendor.
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the PC nonfunctional.
A utility is required for
writing data to this
memory and is available
on the HP website; go to
http://www.hp.com/
support, and select your
country. Select Drivers &
Downloads, and then
Nonvolatile memory usage 91
Nonvolatile
memory type Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
How is data input into this
memory?
How is this memory
write-protected?
follow the on-screen
instructions.
Intel Management
Engine Firmware
7 MBytes Yes Yes Stores
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
third-party data
store.
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure rmware update
utility. Unique Provisioning
Data can be entered at the
factory or by an
administrator using the
Management Engine (MEBx)
setup utility. The third-party
data store contents can be
populated by a remote
management console or local
applications that have been
registered by an
administrator to have access
to the space.
The Intel chipset is
congured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility is required for
updating the rmware.
Only rmware updates
digitally signed by Intel
can be applied using this
utility.
92 Appendix B Statement of memory volatility
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