Maintenance and Service Guide HP Desktop Pro A G2
© Copyright 2018 HP Development Company, L.P. AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Pentium, and Core are trademarks of Intel Corporation or its subsidiaries in the U.S. and other countries. Windows is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries. The information contained herein is subject to change without notice.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation.
iv Safety warning notice
Table of contents 1 Product features ........................................................................................................................................... 1 Front panel components ........................................................................................................................................ 2 Rear panel components .........................................................................................................................................
4 Removal and replacement procedures ........................................................................................................... 16 Preparation for disassembly ............................................................................................................................... 16 Access panel ......................................................................................................................................................... 17 System board connections ..........
Solving hardware installation problems ............................................................................................................. 62 Solving network problems .................................................................................................................................. 64 Solving memory problems .................................................................................................................................. 66 Solving CD-ROM and DVD problems ...........
Downloading HP Hardware Diagnostics Windows by product name or number (select products only) ..................................................................................................... 92 Installing HP PC Hardware Diagnostics Windows ............................................................................. 92 Using HP PC Hardware Diagnostics UEFI .............................................................................................................
1 Product features Features may vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP Support Assistant utility.
Front panel components Drive configuration may vary by model. Some models have a bezel blank covering the slim optical drive bay. Item Description (1) Slim optical drive (optional) (2) Power button (3) Audio-out (headphone) jack (4) USB SuperSpeed ports (2) (5) USB 2.0 ports (2) NOTE: The light on the power button is normally white when the power is on. If it is flashing red, there is a problem with the computer and it is displaying a diagnostic code.
Rear panel components Item Description (1) Audio-in (microphone) jack (2) Audio-out (headphone) jack (3) HDMI port (4) VGA port (5) RJ-45 (network) jack (6) USB 2.0 ports (4) (7) Power cord connector (8) Security cable slot (9) Optional serial port NOTE: When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and/or the integrated graphics on the system board may be used.
Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available for use when contacting customer service for assistance.
2 Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Item Description (6) Optical drive DVD±RW drive DVD-ROM drive (7) Hard drive, 3.5-inch 2 TB, 7200-rpm, 3.5-inch 1 TB, 7200-rpm, 3.5-inch 1 TB, 7200-rpm, 7.0 mm 500 GB, 7200-rpm, 3.5-inch 500 GB, 7200-rpm, 7.0 mm * Solid-state drive (2.
Item Description AMD Radeon™ R7 430, 2 GB, 2 DisplayPorts AMD Radeon R7 430, 2 GB, VGA+DisplayPort * * Intel PRO/1000 Single Port GbE NIC * Printer port option card PCIe ×1 not illustrated Miscellaneous parts Description Internal single wireless antenna Antenna cover USB-to-serial port adapter PS/2 module Bezel blank, slim optical drive Keyboard USB Essential PS/2 slim Antimicrobial USB Katydid Mouse PS2, optical USB, optical USB USB, antimicrobial USB, hardened Power cord Miscellaneous parts 7
3 Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
Preventing electrostatic damage to equipment Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric components and accessories. ● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include the following: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm ± 10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps
● 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 flammable 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.
Cleaning the keyboard Follow all safety precautions in General cleaning safety precautions on page 11 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 11. When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 11 before following these procedures: CAUTION: keys.
Service considerations Listed below are some of the considerations that you should keep in mind during the disassembly and assembly of the computer. Power supply fan The power supply fan is a variable-speed fan based on the temperature in the power supply. CAUTION: The cooling fan is always on when the computer is in the “On” mode. The cooling fan is off when the computer is in “Standby,” “Suspend,” or “Off” modes.
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.
SATA data cable Always use an HP approved SATA 6.0 Gb/s cable. It is fully backward compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 6.0 Gb/s hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it tighter than a 30 mm (1.18 in) radius. The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
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 See Routine care, SATA drive guidelines, and disassembly preparation on page 8 for initial safety procedures. 1.
Access panel To access internal components, you must remove the access panel: 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Loosen the Torx screw (1). 3. Slide the access panel back about 2 cm (0.75 in), and then lift it off the computer (2). To replace the access panel, reverse the disassembly procedures.
System board connections Refer to the following illustration and table to identify the system board connectors for your model.
WLAN module The WLAN module installs into a slot on the system board. For a list of available WLAN modules, see Computer major components on page 5. To remove the WLAN module: 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. Disconnect the antenna cable (1) from the terminal on the WLAN module. 4. Remove the Phillips screw (2) that secures the WLAN module to the computer.
Expansion cards The computer has one PCI Express ×1 expansion socket, one PCI Express ×16 expansion socket, and one PCI expansion socket. Item Expansion slot (1) PCI Express 3.0, ×16 (2) PCI Express 2.0, ×1 (3) PCI 2.3 NOTE: You can install a PCI Express ×1, ×8, or ×16 expansion card in the PCI Express ×16 socket. For dual graphics card configurations, the first (primary) card must be installed in the PCI Express ×16 socket. To remove, replace, or add an expansion card: 1.
the card, and then carefully rock the card back and forth until the connectors pull free from the socket. Lift the card straight up (3) to remove it. Be sure not to scrape the card against other components. b. If you are removing a PCI Express ×1 or PCI expansion card, remove the Torx screw that secures the card to the back of the chassis (1), and then lift the card straight up (2) to remove it. Be sure not to scrape the card against other components.
c. If you are installing an expansion card in a vacant socket, you must use a flat-bladed screwdriver to pry out the metal shield on the rear panel that corresponds to the expansion slot you want to use. 5. Store the removed card in antistatic packaging. 6. If you are not installing a new expansion card, install an expansion slot cover to close the open slot.
8. Connect external cables to the installed card, if needed. 9. Reassemble and reconfigure the computer, as necessary. Front bezel 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. Lift up the three tabs on the top of the bezel (1), and then rotate the bezel off the chassis (2). To replace the front bezel, reverse the disassembly procedures.
Removing bezel blank On some models, there may a bezel blank covering the optical drive bay. You must remove the bezel blank before installing an optical drive. To remove a bezel blank: 24 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. Remove the front bezel (Front bezel on page 23) 4. Position the front bezel with the inside facing you. 5.
Drives IMPORTANT: To prevent loss of work and damage to the computer or drive: If you are inserting or removing a drive, shut down the operating system properly, turn off the computer, and unplug the power cord. Do not remove a drive while the computer is on or in standby mode. Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid touching the connector.
1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. Disconnect the power cable (1) and data cable (2) from the rear of the optical drive. IMPORTANT: When removing the cables, pull the tab or connector instead of the cable itself to avoid damaging the cable. 4.
Installing an optical drive 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. If you are installing an optical drive in a bay covered by a bezel blank, remove the front bezel and then remove the bezel blank. See Removing bezel blank on page 24 for more information. 4.
Removing the drive cage The drive cage must be removed to remove the hard drives. The drive cage supports the following drive configurations: ● 3.5-inch hard drive on the top, 2.5-inch solid-state drive on the bottom ● 3.5-inch hard drive on the top, optical drive on the bottom You must remove the 3.5-inch hard drive to access the screws for the 2.5-inch solid-state drive. 28 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2.
Installing the drive cage 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. Remove the optical drive (Removing the optical drive on page 25) 4. Remove the front bezel (Front bezel on page 23) 5. Insert the three tabs on the bottom of drive cage into the slots in the top of the chassis (1). 6. Rotate the drive cage down into place (2). 7. Connect the power and data cables to the hard drive(s) (3). 8.
7. Slide the hard drive out of the cage (2). Installing a 3.5-inch hard drive 30 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. If installed, remove the optical drive (Removing the optical drive on page 25) 4. Remove the front bezel (Front bezel on page 23) 5. Remove the drive cage (Removing the drive cage on page 28) 6. Slide the hard drive into the drive cage (1). 7.
Removing a 2.5-inch hard drive 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17) 3. If installed, remove the optical drive (Removing the optical drive on page 25) 4. Remove the front bezel (Front bezel on page 23) 5. Remove the drive cage (Removing the drive cage on page 28) 6. If a 3.5-inch hard drive is installed, remove it from the drive cage (Removing a 3.5-inch hard drive on page 29) 7.
32 8. Install the three Torx screws (2) that secure the drive to the drive cage. 9. Reassemble the computer.
Memory The computer comes with a double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) dual inline memory module (DIMM). The memory sockets on the system board can be populated with up to two industry-standard DIMMs. These memory sockets are populated with at least one preinstalled DIMM. To achieve the maximum memory support, you can populate the system board with up to 32 GB of memory configured in a high-performing dual channel mode.
Removing and installing DIMMs IMPORTANT: You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing memory modules while voltage is present may cause irreparable damage to the memory modules or system board. The memory module sockets have gold-plated metal contacts.
7. Push the module down into the socket, ensuring that the module is fully inserted and properly seated. Make sure the latches are in the closed position (3). 8. Reassemble the computer. The computer should automatically recognize the memory the next time you turn on the computer.
Fan duct 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17). 3. Remove the front bezel (Front bezel on page 23) 4. If installed, remove the optical drive (Removing the optical drive on page 25) 5. Remove the drive cage (Removing the drive cage on page 28) 6. Remove the power supply cable from the clip on the duct (1). 7. Pull the two tabs outward (2), and the lift the duct out of the computer (3).
Fan sink CAUTION: The bond between the fan sink and the processor may be very tight. If the computer will power on, before removing the fan sink, turn on the computer until it warms the fan sink. Warming the fan sink lessens the bond between the fan sink and the processor, thereby making separating them easier. Make sure not to pull the processor out of the socket when you lift the fan sink, especially if you cannot warm the fan sink prior to removal.
10. Each time the fan sink is removed, thoroughly clean the thermal grease from the bottom of the fan sink (1) and apply fresh thermal grease to the top of the processor (2). Replacement thermal material is included with the fan sink and system board spare part kits. CAUTION: Fan sink retaining screws should be tightened in diagonally opposite pairs (as in an X) to evenly seat the fan sink on the processor.
Processor For a list of available processors, see Computer major components on page 5. 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17). 3. Remove the front bezel (Front bezel on page 23). 4. If installed, remove the optical drive (Removing the optical drive on page 25) 5. Remove the drive cage (Removing the drive cage on page 28) 6. Remove the fan duct (Fan duct on page 36) 7.
Power supply For a list of available power supplies, see Computer major components on page 5. The power supply is secured to the rear of the chassis with four screws. Two cables connect the power supply to the system board. 40 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17). 3. Remove the front bezel (Front bezel on page 23). 4. If installed, remove the optical drive (Removing the optical drive on page 25) 5.
8. Remove the cables from the clips in the front of the chassis (2). NOTE: System board appearance may vary. 9. Press the release lever at the front of the power supply (1), slide the power supply toward the front of the computer, and then lift the power supply out of the chassis (2). To install the power supply, reverse the removal procedure.
Wireless antenna The wireless antenna is secured to the front of the chassis with one screw. The antenna cable routes through a hole in the front of the chassis, then under the power supply and to the WLAN module. 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17). 3. Remove the front bezel (Front bezel on page 23). 4. If installed, remove the optical drive (Removing the optical drive on page 25) 5.
System board 1. Prepare the computer for disassembly (Preparation for disassembly on page 16). 2. Remove the access panel (Access panel on page 17). 3. Remove the front bezel (Front bezel on page 23). 4. If installed, remove the optical drive (Removing the optical drive on page 25) 5. Remove the drive cage (Removing the drive cage on page 28) 6. Remove the fan duct (Fan duct on page 36) 7.
NOTE: 44 When replacing the system board, you must change the chassis serial number in the BIOS.
5 Troubleshooting without diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
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.
● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
Computer date and time display is incorrect. Cause Solution RTC (real-time clock) battery may need to be replaced. 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.
Poor performance. Cause Solution Program previously accessed did not release reserved memory back to the system. Restart the computer. Virus resident on the hard drive. Run virus protection program. Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
System does not power on and the LEDs on the front of the computer are not flashing. 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.
Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region. 2.
Drive not found (identified). Cause Solution 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 Boot Options > POST Hotkey Delay (sec). The device is attached to a SATA port that has been hidden in Computer Setup.
Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not respond. 2. Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off 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.
Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on the corresponding drive icon, and then select Eject. Pull the card out of the slot.
Blank screen (no video). 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. Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the motherboard or an add-in card.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.) 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.
Image is not centered. Cause Solution Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select ImageControl/ Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image. “No Connection, Check Signal Cable” displays on screen. Cause Solution Monitor video cable is disconnected. Connect the video cable between the monitor and computer. CAUTION: Ensure that the computer power is off while connecting the video cable.
Certain typed symbols do not appear correct. Cause Solution The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate symbol. You can copy the symbol from the Character Map into a document. In Windows 10, type ch in the taskbar search box, and then select Character Map from the list of applications.
Sound does not come out of the speaker or headphones. 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. Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced > Built-in Device Options. The application is set to use a different audio device than speakers.
There is no sound or sound volume is too low. Cause Solution To access Device Manager in Windows 10, type device manager in the taskbar search box, and then select Device Manager from the list of applications. 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 different audio device as the default output device than what is expected.
Printer will not print. Cause Solution The printer may be out of paper. Check the paper tray and refill it if it is empty. Solving keyboard and mouse problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no function of mouse/keyboard and external drive.
Mouse does not respond to movement or is too slow. Cause Solution Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the computer. Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal components. Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state. Press the power button to resume from Sleep state.
Table 5-1 Solving Hardware Installation Problems (continued) A new device is not recognized as part of the system. Cause Solution A plug and play board may not automatically configure when added if the default configuration conflicts with other devices. Use Windows Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.
Solving network problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling. Network driver does not detect network controller. Cause Solution Network controller is disabled. 1. Run Computer Setup and enable network controller. 2. Enable the network controller in the operating system using Device Manager.
Diagnostics reports a failure. Cause Solution There is a problem with the cable or a device at the other end of the cable. Ensure that the cable and device at the other end are operating correctly. The network controller is defective. Contact an authorized service provider. Diagnostics passes, but the computer does not communicate with the network. Cause Solution Network drivers are not loaded, or driver parameters do not match current configuration.
Cannot connect to network server when attempting Remote System Installation. Cause Solution The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC. System setup utility reports unprogrammed EEPROM. Cause Solution Unprogrammed EEPROM. Contact an authorized service provider.
Memory count during POST is wrong. Cause Solution The memory modules may not be installed correctly. Check that the memory modules have been installed correctly and that proper modules are used. Integrated graphics may use system memory. No action required. Insufficient memory error during operation. Cause Solution Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any TSRs that you do not need. You have run out of memory for the application.
Drive not found (identified). Cause Solution Cable could be loose. Check cable connections. The system may not have automatically recognized a newly installed device. See reconfiguration directions in the Solving hardware installation problems on page 62 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.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution Media has been inserted upside down. Re-insert the media with the label facing up. The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video. Wait at least 30 seconds to let the DVD-ROM drive determine the type of media being played. If the disc still does not start, read the other solutions listed for this topic. CD or DVD disc is dirty.
System will not boot from USB flash 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 Boot Options. Ensure the USB port you want to use is enabled in Security > USB Security. The computer boots to DOS after making a bootable flash drive. Cause Solution Flash drive is bootable.
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 your ISP.
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 82 to determine possible causes. See the Worldwide Limited Warranty for terms and conditions. “Illegal Operation has Occurred” error message is displayed.
6 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 configuration, 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 flash media devices.
4. ● F10: Save and exit ● Esc: Exit Setup. ● Enter: Select or enter submenu ● Up/Down: Select item ● Left/Right: Select screen To apply and save changes, select Exit > Save Changes and Exit. ● If you have made changes that you do not want applied, select Ignore Changes and Exit. ● To restore settings to original values, select Restore Factory Defaults as Default. NOTE: Settings in the Security menu are not modified by Apply Defaults.
Table 6-1 Computer Setup–Main menu Option Description ● System Log (select to see log ● Build ID ● Feature Byte Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 6-2 Computer Setup–Security menu (continued) Option Description You can clear the TPM only when you confirm the request using the Physical Presence check prompted by the BIOS during the next startup. Once the TPM is cleared, the BIOS disables TPM power-on authentication and sets the Clear TPM setting to ‘no’. The TPM State setting stays the same before and after the Clear TPM setting is also set to ‘no’ without any action taken if you select ‘no’ for the Physical Presence check.
Table 6-3 Computer Setup–Configuration menu (continued) Option Heading CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or corrupt established volumes. RAID - Allows DOS and boot access to RAID volumes. Use this mode with the RAID device driver loaded in the operating system to take advantage of RAID features. AHCI Mode (default option) - Allows operating systems with AHCI device drivers loaded to take advantage of more advanced features of the SATA controller.
Table 6-3 Computer Setup–Configuration menu (continued) Option Heading UEFI HII Configuration Configure UEFI HII (Human Interface Infrastructure) devices. Runtime Power Management Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor. Idle Power Savings Allows certain operating systems to decrease the processors power consumption when the processor is idle.
Table 6-4 Computer Setup–Boot Options menu (continued) Option Heading Up and Down arrow keys select a device. F5 and F6 keys move the device up or down. Boot capability is disabled if the device is marked with an exclamation mark. When Legacy Support is enabled, UEFI boot order and Legacy boot order are both available and UEFI boot order has higher priority than Legacy boot order.
7 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 80). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 80).
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. Restoring and recovery Restoring, resetting, and refreshing using Windows tools Windows offers several options for restoring, resetting, and refreshing the computer. For details, see Using Windows tools on page 80.
8 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.
Control panel message 008–Microcode Patch Error 009–PMM Allocation Error during MEBx Download Description Recommended action RTC (real-time clock) battery may need to be replaced. problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery. Processor is not supported by the BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. 1. Reboot the computer. 2.
Control panel message Description Recommended action 00E-Inventory Error during MEBx Execution BIOS information passed to the MEBx resulted in a failure. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board.
Control panel message 302-Hard Disk 2: SMART Hard Drive Detects Imminent Failure 309 – 30C: Hard Disk 3–6: SMART Hard Drive Detects Imminent Failure Description Recommended action Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.
Control panel message Description Recommended action 403-Serial Port D Address Conflict Detected Both external and internal serial ports are assigned to the same resources. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See Password security and resetting CMOS on page 89.) 3. Reconfigure 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.
Control panel message Description Recommended action 904-SATA Cabling Error One or more SATA devices are improperly attached. For optimal performance, the SATA 0 and SATA 1 ports should be used for hard drives before other ports. 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. 90B-Fan Failure The system has detected that a cooling fan is not operating correctly. 1. Reseat fan.
Number of long beeps/blinks Error category 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 first 5 iterations of the pattern and then stop. ● Blink error code sequences continue until the computer is unplugged or the power button is pressed.
9 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.
1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. With the power cord disconnected, press the power button again to drain the system of any residual power. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.
10 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows (select products only) HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it.
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. Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash drive. The tool is downloaded to the selected location.
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 flash drive NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 93. 3. b. Hard drive c.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) Remote HP PC Hardware Diagnostics UEFI is a firmware (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 preconfigured 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.
3. Make your customization selections. 4. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts.
11 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 computer contains an internal lithium manganese dioxide battery. There is a risk of fire and burns if the battery is not handled properly. To reduce the risk of personal injury: Do not attempt to recharge the battery.
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 (1). When the battery pops up, lift it out (2). b. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up (1).
b. Insert the new battery and position the clip back into place. NOTE: After the battery has been replaced, use the following steps to complete this procedure. 8. Replace the computer access panel. 9. Reconnect the power cord and any external devices, and then turn on 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 computer access panel was removed.
12 Power cord set requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage between 100-120 or 220-240 volts AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.
Country-Specific Requirements Additional requirements specific to a country are shown in parentheses and explained below. Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) IMQ Austria (1) OVE Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) CSA Sweden (1) SEMKO Denmark (1) DEMKO Switzerland (1) SEV Finland (1) SETI United Kingdom (1) BSI France (1) UTE United States (2) UL Germany (1) VDE 1.
13 Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the hard drive has been removed. HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
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. 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.
Nonvolatile memory usage Nonvolatile Memory Type HP Sure Start flash (select models only) Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? 8 MBytes No Yes What is the purpose of this memory? Provides protected backup of critical System BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP Sure Start.
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? product, and then follow the on-screen instructions. Intel Management 1.5 MBytes or 7 Engine Firmware MBytes (present only in select Elite or Z models. For more information, go to http://www.hp.com/ support.
Questions and answers 1. How can the BIOS settings be restored (returned to factory settings)? IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and answer 6 for steps to securely erase data. Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for information about resetting the keys. 2. a.
IMPORTANT: Resetting will result in the loss of information. These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about resetting the keys. 7. 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 Main, and then select Reset Security to Factory Defaults. c. Follow the on-screen instructions. d.
14 Specifications Item U.S. Metric Width 5.35 in 136.0 mm Depth 10.31 in 261.8 mm Height 12.20 in 310.0 mm Weight 9.52 lb 4.
Index A access panel locked 48 removal 17 administrator password 89 antennas disconnecting 19 audible codes 87 audio problems 58 D disassembly preparation 16 drive cage installing 29 removal 28 drives cable connections 25 installation 25 locations 25 B backup, creating 80 backups 80 battery disposal 14 battery replacement 96 beep codes 87 boot order, changing 81 booting options Full Boot 82 Quick Boot 82 E electrostatic discharge (ESD) preventing damage 9 error codes 82, 87 messages 82 expansion card ins
M media card reader problems 53 memory installation 33 nonvolatile 101 problems 66 socket population 33 volatile 101 monitor problems 54 mouse cleaning 12 problems 61 N network problems 64 nonvolatile memory 101 numeric error codes 82 O operating guidelines 10 optical drive options 6 problems 67 removal 25 optical drive (slim) installation 27 overheating, prevention 10 P password administrator 89 clearing 89 power-on 89 POST error messages 82 power cord set requirements country specific 100 power problems 5
wireless antenna removal and replacement 42 wireless antennas disconnecting 19 WLAN module removal 19 spare part number 19 110 Index
