Maintenance and Service Guide HP Engage One Retail System, Model 141 HP Engage One Retail System, Model 143 HP Engage One Retail System, Model 145
© Copyright 2017, 2018 HP Development Company, L.P. ENERGY STAR® is a registered mark owned by the U.S. government. Intel, Celeron, and Core are trademarks of Intel Corporation in the United States and/or 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 overview .......................................................................................................................................... 1 Standard features .................................................................................................................................................. 1 Integrated features ................................................................................................................................................
Attaching an I/O connectivity base to the Engage One ....................................................................................... 20 Connecting a standalone I/O connectivity base to the Engage One ................................................................... 22 Configuring the I/O connectivity base’s powered serial ports ............................................................................ 22 Connecting a standalone optional fingerprint reader to the I/O connectivity base ...........
Printing issues ................................................................................................................................... 67 Printer does not function .................................................................................................................. 68 Latch failsafe ..................................................................................................................................... 69 Cleaning the printer ............................................
12 Troubleshooting without diagnostics ........................................................................................................ 101 Safety and comfort ............................................................................................................................................ 101 Before you call for technical support ................................................................................................................ 101 Helpful hints ...............................
1 Product overview Standard features The HP Engage One Retail System is designed for long-term deployment within general retail, hospitality, and other markets. It includes the following features: ● Integrated All-in-One (AiO) form factor ● 14-inch diagonal display panel (wide-aspect ratio); FHD 1920 x 1080 resolution, sealed and chemically hardened, anti-glare; anti-smudge ● Model 141: anti-glare WLED SVA 300-nit panel with FHD 1920 x 1080 resolution and an Intel® Celeron® 3965U 2.
● DDR4 2400 MHz memory with up to 32 GB RAM ● Operating system choices: ● ● 2 – Windows® 10 IoT Enterprise 2016 LTSB 64-bit – Windows 10 Professional 64-bit – FreeDOS 2.0 HP Engage One Advanced I/O Connectivity Base (optional) – 2 powered serial ports (0 V, 5 V, 12 V) – (2) 12 V powered USB ports – (1) 24 V powered USB port – 4 USB 3.
Integrated features The integrated devices shown below are optional.
Stand options Options (1) HP Engage One Rotate/Tilt Stand with Integrated Column Printer (2) HP Engage One Rotate/Tilt Stand (3) HP Engage One Fixed Position Stand NOTE: The stands are shown on a stability base. HP Engage One Basic I/O Connectivity Base components Basic components (1) Cash drawer jack (7) USB Type-C port (2) Power connector (8) RJ-45 network jack (3) USB Type-C power port (9) Security cable slot (4) Powered serial ports (3) (10) MicroSD card reader (5) USB 2.
HP Engage One Advanced I/O Connectivity Base components Advanced components (1) Cash drawer jack (7) USB 3.0 ports (4) (2) Powered USB 12 V ports (2) (8) USB Type-C port (3) Powered USB 24 V port (9) RJ-45 network jack (4) Power connector (10) Security cable slot (5) USB Type-C power port (11) MicroSD card reader (6) Powered serial ports (2) (12) Headset jack IMPORTANT: drawer jack.
Connecting an AC adapter to power To connect an AC adapter to the I/O connectivity base, connect one end of the power cord to the AC adapter (1) and the other end to a grounded AC outlet (2), and then connect the AC adapter to the power connector on the I/O connectivity base (3).
Locating the Engage One power button The computer power button is located on the bottom right edge of the bezel. Locating the I/O connectivity base power button The I/O connectivity base power button is located on the underside of the I/O connectivity base. The head unit controls the I/O connectivity base. When the head unit is turned off, the I/O connectivity base is turned off and power is not available from the I/O connectivity base ports.
Adjusting the Engage One head unit NOTE: The tilt and swivel features are only available on performance stands. You can tilt and swivel the computer head to set it to a comfortable viewing angle. There is a 10° tilt range that can be set between 50° and 60°. The computer head unit can be swiveled 180° in either direction.
Engage One 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. I/O connectivity base serial number location Each I/O connectivity base has a unique serial number and a product ID number that are located on the exterior of the I/O connectivity base. 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 (5) Fan assembly (6) Heat sink For use in models with 500 nit displays For use in models with 300 nit displays (7) Power button board (8) Speakers, left and right (9) WLAN module Intel Dual Band Wireless-AC 8265 (vPro) Intel Dual Band Wireless-AC 8265 (non-vPro) Realtek RTL8723BE-VB 802.11 bgn 1x1 Wi-Fi + BT4.
* Item Description * Table Mount Kit * VESA wall mount * Backplate guide not illustrated Peripherals Description (1) HP Engage One Serial USB Thermal Printer (2) HP Engage One 2D Barcode Scanner (3) HP Engage One Fingerprint Reader (4) HP Engage One Top Mount 2x20 CFD HP L8010t 10.1" Touch CFD HP L8010 10.
Cables and adapters Description Touch cable, 300/500nits WLAN antenna cables Printer serial cable Printer USB cable Fingerprint reader cable, USB Type-A to micro USB, 0.3 meter Fingerprint reader cable, USB Type-A to micro USB, 1.
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.
Apply the cleaner with a soft, lint-free cloth. Avoid using gritty cloths. Always dampen the cloth and then clean the sensor. Be sure to spray the cleaning liquid onto the cloth, not the sensor, so that drips do not seep inside the display or stain the bezel. MSR maintenance To clean the MSR (magnetic strip reader), swipe a standard cleaning card through the MSR a couple of times. You can order a standard cleaning card online. You can also put a thin oil-free cloth around a credit card.
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 fire and chemical burn if the battery is handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or fire, or expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging. ● Keep electrostatic sensitive parts in their containers until they arrive at static-free stations. ● Place items on a grounded surface before removing them from their container. ● Always be properly grounded when touching a sensitive component or assembly.
Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include: 18 ● 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 and fo
4 Removal and replacement procedures 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. Adherence to the procedures and precautions described in this chapter is essential for proper service.
Attaching an I/O connectivity base to the Engage One You can attach an I/O connectivity base to the bottom of the computer’s stand. 20 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the cover on the I/O connectivity base by removing the four screws on the underside of the I/O connectivity base (1), and then lifting the cover off the I/O connectivity base (2). 3.
4. Place the I/O connectivity base onto the bottom of the stand (1), and then tighten the four screws on the underside of the I/O connectivity base (2) to secure the I/O connectivity base to the stand. Be sure that the USB Type-C power cable is routed through the gap between the back of the I/O connectivity base and the stand. 5.
Connecting a standalone I/O connectivity base to the Engage One 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Connect the USB Type-C power cable to the USB Type-C port on the underside of the stand’s column and to the USB Type-C power port on the I/O connectivity base. 3. Connect the I/O connectivity base’s power supply to the I/O connectivity base and a grounded AC outlet.
2. Remove the five screws on the underside of the I/O connectivity base (1) that secure the bottom plate to the I/O connectivity base, and then remove the bottom plate from the I/O connectivity base (2). 3. Adjust the voltage select switch behind each serial port to the desired setting.
4. Place the bottom plate onto the I/O connectivity base (1), and then secure the plate to the I/O connectivity base with the five screws (2). 5. Reconnect the I/O connectivity base’s power cord and peripheral devices. Connecting a standalone optional fingerprint reader to the I/O connectivity base The optional fingerprint reader can be used as a standalone device or it can be attached to the I/O connectivity base.
3. Connect the fingerprint reader USB cable to a USB Type-A port on the I/O connectivity base. 4. Reconnect the I/O connectivity base and computer power cords. Attaching an optional fingerprint reader to the I/O connectivity base The optional fingerprint reader can be used as a standalone device or it can be attached to the I/O connectivity base. Follow the procedure below to attach the fingerprint reader to the I/O connectivity base.
26 3. Connect the USB cable to the fingerprint reader (1) and route the cable under the routing clip on the fingerprint reader (2). Remove the mounting screw (3) from the underside of the I/O connectivity base, and then attach the bracket on the fingerprint reader assembly to the underside of the I/O connectivity base (4) using the screw that was removed from the base and the short screw included in the kit. 4. Connect the fingerprint reader cable to a USB Type-A port on the I/O connectivity base. 5.
Removing and attaching the Engage One head unit to the stand 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Insert a thin metal tool, such as a screwdriver, into the computer head unit release hole (1) on the stand to depress the release button, and then pull the head unit from the stand (2). NOTE: If a security screw is installed in the release hole, remove the screw with a T-10 screwdriver to access the release button.
Mounting the Engage One head unit to a wall You can use an optional VESA mounting bracket to mount the computer head unit to a wall. Screws sizes are 241-I052-M004 for the security screw and 241-I042-M059 for the VESA mount screw. 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (if necessary) (Removing and attaching the Engage One head unit to the stand on page 27). 3. Attach the VESA mounting bracket to a wall. 4.
b. 5. Route the USB Type-C cable from the inside of the VESA bracket through the slot on the bracket’s rear cover (1), and then replace the rear cover (2). Connect the power cable from the VESA bracket to a wall outlet or I/O connectivity base.
Mounting the Engage One to a counter top You can use an optional counter top mounting bracket to mount the computer head unit and column to a counter top. NOTE: The mounting bracket requires an 80 mm hole in the counter top. The thickness of the counter top must be 10 mm to 50 mm. 1. If the stand’s base is attached to the column, remove the screw on the underside of the column (1), and then remove the base from the column (2). 2.
3. Hold the top piece of the mounting bracket against the bottom of the column, route the cables through the hole in the mounting surface, and then place the column over the hole on the mounting surface. 4. The bottom piece of the mounting bracket can be oriented in two ways, depending on the thickness of your mounting surface. Orient the bracket properly for your application before attaching it. 5. Route the cables through the hole in the bottom piece of the mounting bracket (1).
Installing a security cable on the I/O connectivity base You can secure the I/O connectivity base to a fixed object with an optional Keyed Cable lock security cable extension and an optional security cable available from HP. NOTE: 32 The security cable is sold separately as an aftermarket option kit only.
Installing a security cable on the Engage One column You can secure the I/O connectivity base to a fixed object with an optional Keyed Cable lock security cable extension and an optional security cable available from HP. NOTE: The security cable is sold separately as an aftermarket option kit only. 1. Remove the screw from the bottom of the column (1). 2. Attach the security cable extension to the bottom of the column using the tamper-resistant screw (2) included with the security cable extension. 3.
Installing a security screw on the Engage One head unit and stand You can insert a tamper-resistant security screw into the computer’s column with a T-10 screwdriver to prevent access to the computer head unit’s release button. 34 1. Remove the security screw from the bottom of the stand’s column. 2. Install the security screw in the release button hole on the stand’s column.
Installing a security screw on the Engage One head unit and VESA mount You can insert a tamper-resistant security screw into the computer’s VESA mount with a T-10 screwdriver to prevent access to the computer head unit’s release button. 1. Press the rear cover release tab (1) on the VESA bracket, and then pull the rear cover off the VESA bracket (2). Then remove the security screw (3) from inside the VESA bracket, and then replace the rear cover (4). 2.
7. Lift stand base (2) to access the cables connected to the printer. 8. Remove the cables from the clips on the printer base plate (1). 9. Disconnect the cables from the printer and remove the cables and stand base (2). 10. Rotate the column up to expose the head unit release hole (1). IMPORTANT: 36 If a security screw is installed in the release hole, remove it to access the release button .
11. Insert a screwdriver into the release hole to depress the release button (2), and then pull the column up and off of the head unit (3). 12. Remove the column printer door cover: a. Open the printer door (1). b. Remove the two Phillips head screws with the lock washers and bushings (2) from the top and bottom of the door cover. c. Use a small flat head screwdriver to pry the retaining tab from behind the door cover hook (1). d. Press the door cover hook out of the slot in the door frame (2).
e. Pull the door cover off of the door frame (3). 13. Close the printer door. 14. Remove the four Phillips screws that secure the stand cable connector housing, and then pull the cable cover away from the printer base.
15. Remove the three Phillips head screws that secure the printer engine to the bottom of the column. IMPORTANT: Do not remove any screws marked with 'P' on the base plate. 16. Slide the printer engine about ¼ inch (0.6 cm) out of the column (1). 17. Carefully remove the paper feed button from the opening in the column (2). 18. Continue sliding the printer engine out of the column and remove (3). To replace the column printer, reverse the removal procedures.
● Holding the column with the door side up, ensure that the stand cable is on the far side of the alignment rod (1). While holding the paper feed actuator arm down, slide the printer engine into the column until the actuator arm is visible through hole (2). ● With the alignment stud oriented toward the top of the column, place the paper feed button into the opening in the column (1). Continue sliding the printer engine into the column until the button is fully engaged and the engine is fully seated (2).
Removing the display panel You must remove the display panel from the computer head unit to access internal computer components. 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Loosen the three captive screws in the slot on the bottom of the computer head unit. 4.
6. Rotate the display panel over the top of the computer head unit and onto a flat surface covered by a soft clean cloth. IMPORTANT: The touch and WLAN cables will still be connected between the top of the display panel and the top of the computer head unit. Be careful when removing the display panel so that the cables do not become disconnected. 7. Disconnect the touch cable from the system board and the WLAN antennas from the WLAN module. To replace the display panel, reverse the removal procedures.
Installing a 2 x 20 customer-facing display (CFD) 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4. Remove the rubber stoppers from the CFD cable routing channel and the two CFD screw holes. 5.
6. Install the two screws that attach the CFD to the computer head unit (1), and then connect the CFD cable to the connector on the system board (2). IMPORTANT: Make sure the entire CFD cable is pulled all the way through the head unit routing channel before installing the CFD so that the cable does not get pinched between the CFD and the head unit. 44 7. Replace the computer head unit’s display panel. 8. Attach the computer head unit to the stand.
Memory modules The computer comes with at least one preinstalled double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) small outline dual in-line memory module (SODIMM). There are two memory sockets on the system board that can be populated with up to 32 GB of memory. DDR4-SDRAM SODIMMs For proper system operation, the memory modules must be 1.
46 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4. Remove the shield over the memory modules by pulling the tab on the shield up (1), and then lifting the shield from the system board (2). 5.
6. To install a memory module, slide the new memory module into the socket at approximately a 30° angle (1), and then press the memory module down into the socket (2) so that the latches lock it in place. NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. 7. Replace the shield over the memory modules by pressing the left side of the shield down onto the system board (1) and then the pressing the right side down (2).
Removing and installing an M.2 solid-state drive (SSD) IMPORTANT: If you are replacing an SSD , be sure to back up the data from the old SSD so that you can transfer the data to the new SSD. To remove and install an M.2 storage device: 48 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3.
Removing the WLAN module Description 802.11 a/b/g/n + Bluetooth 4.0, 2x2 802.11 a/b/g/n + Bluetooth 4.0, 2x2 (for use only in Indonesia) Intel Dual Band Wireless-AC 8260 The WLAN module is secured with one screw and has two connected antennas. To remove the WLAN module: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19) 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3.
5. To install a WLAN module, slide the connector end of the module into the system board connector (1), then secure the other end of the module to the system board with the screw (2), and then connect the two cables from the display panel to the connectors on the WLAN module (3). IMPORTANT: The WLAN cables and connectors are labeled 1 and 2. Make sure that you match the numbered labels on the WLAN module with the numbered labels on the cables when connecting the cables.
Removing the heat sink The heat sink is secured to the system board, under the heat sink shield. To remove the heat sink: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4.
Removing the fan assembly The fan assembly is secured with four screws and has one cable. To remove the fan: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4.
Removing the speakers The computer uses two separate speakers located on the left and right sides. Each speaker has a cable that connects to a separate connector. To remove the speakers: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4.
Removing the power button board The power button board is secured with one Phillips screws. To remove the power button board: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4.
Removing the MSR (Magnetic Stripe Reader) The MSR consists of two main components that are connected together into one assembly. To remove the MSR assembly: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4.
7. Lift the board straight up and off the posts (3). 8. Remove the MSR (assembly from the computer head unit. MSR configuration LED swipe code: green = good; red = bad Single beep = good read; three beeps = good read on all three tracks For information about MSR encryption, see Solving retail system-specific problems on page 103. Verifying a successful installation of the MSR To verify a successful installation of the MSR: 1.
3. Swipe a credit card. 4. Disable, Release, and Close [D/R/C] the test application. TIP: USB HID mode requires an application that uses OPOS or JPOS drivers to confirm that the MSR is able to read the data. Non-encrypted or encrypted: HID MODE + NATIVE DRIVER Human Interface Devices\USB Input Device USB\VID_03F0&PID_0457 HID-KEYBOARD MODE + NATIVE DRIVER (DEFAULT) Human Interface Devices\USB Input Device USB\VID_03F0&PID_0557 Keyboards\HID Keyboard Device HID\VID_03F0&PID_0557 To reinstall the MSR asse
Removing the MSR LED board The MSR LED board is a separate component from the MSR. It is secured with one Phillips screw. To remove the MSR LED board: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4. Disconnect the cable from the system board (1).
Removing the system board NOTE: All system board spare part kits include replacement thermal material. System boards include an integrated Intel processor. The system board is secured with six screws. Additionally, the system board is secured by the display connector from the rear of the display. To remove the system board: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2.
9. Disconnect the following cables from the system board: (1) MSR LED board (2) Fingerprint reader board (3) Right speaker (4) Power button board (5) RTC battery (6) Left speaker (7) Fan assembly 10. Remove the 6 Phillips screws that secure the system board to the computer head unit (1). 11. Remove the system board from the computer head unit (2). To install the system board, reverse the removal procedures. NOTE: 60 When replacing the system board, you must change the chassis serial number in the BIOS.
System board callouts Sys Bd Label Color Component Sys Bd Label Color Component BAT White RTC battery MSR LED White MSR LED board CMOS Yellow Reset CMOS P71 Black Power button board CPU FAN Black Fan assembly SSD Black Solid-state drive DIMM1 Black Memory module SPKR_L Black Speaker DIMM3 Black Memory module SPKR_R Black Speaker eDP Silver Display connector TOUCH White Touch board MSR Black MSR board WLAN Black WLAN module Removing the system board 61
Removing the antennas The wireless antenna cables connect from the WLAN module to antennas at the top of the computer. To remove the antennas: 1. Prepare the computer for disassembly (Preparation for disassembly on page 19). 2. Remove the computer head unit from the stand (Removing and attaching the Engage One head unit to the stand on page 27). 3. Remove the display panel from the computer head unit (Removing the display panel on page 41) 4. Position the display panel upside down. 5.
5 Using the column printer The column printer is an optional component that may be included with your system.
When to change the receipt paper Change the paper when it is near the end of the roll or when the roll is empty. When the paper is low, you must monitor usage to avoid running out part of the way through a transaction. When the roll is empty, you must load a new roll immediately or data may be lost. ● When the paper is low, a colored stripe appears on the receipt paper (if the paper purchased has a stripe) indicating that enough paper remains for a small transaction.
5. To test that the paper is loaded correctly, advance the paper with the paper feed button (1), and then tear the excess paper off against the knife on the cover. A steady green LED (2) means the printer is on and operating normally. If the LED is flashing, the cover may not be completely shut. Thermal paper specifications The printer requires qualified thermal paper with the following dimensions: ● Width: 80 +0/-0.6 mm (3.15 +0/-0.03") ● Diameter: 50.8 mm max.
Qualified manufacturers Phone/Fax Paper grade Kanzaki Specialty Papers (USA) Voice: (888) 526–9254 20 Cummings St. Fax: (413) 731–8864 P30023 (was P–300), P31023 (was P–310), http://www.jujothermal.com/ P35024 (was P–350), P35032 (was P–354), Ware, MA 01082–2002 http://www.kanzakiusa.com/ P39023 (BPA free, was P–390), P30521 (BPA free), P30523 (BPA free), P31523 (BPA free), P35532 (BPA free) Koehler UK Ltd.
Printer tone and green LED Condition Possible causes Possible solutions Where to go for more information Green LED, quick steady flashing. Paper roll is empty. Load a new paper roll. See Loading the printer receipt paper on page 64. Receipt cover is open. Close the cover. If the problem persists, continue opening and closing the cover until the LED stops blinking. The knife is unable to return to the home position. Stop using the printer. Contact your authorized HP service representative.
Condition Possible causes Possible solutions Where to go for more information Stop using the printer. Contact your authorized HP service representative. electronics or missing dot on printhead. One side of receipt is missing. NOTE: This indicates a serious condition with the printer electronics. Using nonrecommended paper may damage the printhead and void the warranty. Printer does not function Condition Possible causes Possible solutions Printer does not function when turned on and LED is off.
Latch failsafe In the event that the receipt cover becomes stuck, the printer has a failsafe to release the cover’s latches. Using a thin pointed object, press the rectangular button adjacent to the printhead. With enough pressure, the latches should release, and the receipt cover should open. Cleaning the printer Because of the way the printer sits while in use, it is likely there will be buildup of paper and other debris from the knife.
6 Cable routing configurations Cable matrix for Engage One with integrated column printer and basic I/O connectivity base Cables 70 (1) Column printer AC power cord (5) I/O connectivity base mini USB Type-B to USB Type-A data cable (2) Column printer AC adapter cable (6) I/O connectivity base USB Type-C cable (3) Cash drawer cable (purchased separately with cash drawer) (7) I/O connectivity base 120 W AC power cord (4) Column printer cash drawer cable Chapter 6 Cable routing configuration
Cable matrix for Engage One with integrated column printer and advanced I/O connectivity base Cables (1) I/O connectivity base 180 W AC power cord (4) Column printer 24 V PUSB power and data Y cable (2) Cash drawer cable (purchased separately with cash drawer) (5) I/O connectivity base USB Type-C cable (3) Column printer cash drawer cable Cable matrix for Engage One with integrated column printer and advanced I/O connectivity base 71
Cable matrix for Engage One without I/O connectivity base Cables (1) 72 PC power cord Chapter 6 Cable routing configurations
Cable matrix for Engage One with I/O connectivity base Cables (1) Basic I/O connectivity base 120 W AC power cord (4) USB-C mini dock 90 W AC power cord (2) I/O connectivity base USB Type-C cable (5) USB-C mini dock captive USB Type-C cable (3) Advanced I/O connectivity base 180 W AC power cord NOTE: In the European region, the USB-C mini dock is sold as an aftermarket option kit only. In all other regions, the USB-C mini dock is sold as drop-in-box option.
Cable matrix for Engage One with basic I/O connectivity base and standalone printer Cables (1) Printer AC power cord (4) Printer USB Type-A to Type-B data cable (2) Basic I/O connectivity base 120 W AC power cord (5) Basic I/O connectivity base USB Type-C cable (3) Printer serial data cable IMPORTANT: Connect either the serial data cable (3) or the USB Type-A data cable (4) between the I/O connectivity base and the printer. Do not connect both.
Cable matrix for Engage One with advanced I/O connectivity base and standalone printer Cables (1) Printer 24 V PUSB power and data “Y” cable (4) Printer serial data cable (2) Advanced I/O connectivity base 180 W AC power adapter cord (5) Advanced I/O connectivity base USB Type-C cable (3) Printer 24 V PUSB power cable IMPORTANT: Connect either the 24 V PUSB power and data “Y” cable (1) or the 24 V PUSB power cable (3) and serial data cable (4) between the I/O connectivity base and the printer.
7 Configuring the software Touch screen calibration for Windows 10 Professional and Windows 10 IoT Enterprise for Retail NOTE: The Windows calibration tool works only in digitizer touch mode. If you install a retail touch utility, it will set the touch screen to POS mode (mouse mode) by default and will not allow the Windows calibration tool to run. To calibrate the touch module in Windows 10 Professional and Windows 10 IoT Enterprise for Retail: 1. Open Control Panel.
8 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change factory default settings. ● 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.
3. A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and UEFI Drivers. NOTE: Selecting UEFI Drivers restarts the computer into the 3rd party option ROM management application. You can access this application directly by pressing F3 during startup. 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.
Computer Setup–Main NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 8-1 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.
Table 8-1 Computer Setup—Main (continued) Option Description Check HP.com for BIOS Updates Checks for the latest BIOS release revision on the network, and lets you decide whether to download the BIOS image and update the system. Lock BIOS Version Clear to allow BIOS updates. Select to block BIOS updates. BIOS Rollback Policy ● Unrestricted Rollback to older BIOS ● Restricted Rollback to older BIOS Allow BIOS Updates Using a Network Select to enable scheduled automatic BIOS updates through the network.
Table 8-1 Computer Setup—Main (continued) Option Description Replicated Setup Backup current settings to USB device Saves system configuration to a formatted USB flash media device. Restore current settings from USB device Restores system configuration from a USB flash media device. Save Custom Defaults Saves the current system configuration settings as the default. Apply Custom Defaults and Exit Applies the currently selected default settings and clears any established passwords.
Table 8-2 Computer Setup—Security (continued) Option Description ● 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 engage or ‘Ignore’ to disengage the password jumper. Default is ‘Honor’. TPM Embedded Security Displays the TPM specification version. Lets you configure the following TPM settings: TPM Device Lets you set the Trusted Platform Module as available or hidden.
Table 8-2 Computer Setup—Security (continued) Option Description Hard Drive Utilities Save/Restore MBR of System Hard Drive Enable to save the Master Boot Record (MBR) of the hard drive. If the MBR gets changed, the user is prompted to authorize restoring the MBR. DriveLock Allows you to assign or modify a master or user password for hard drives. When this feature is enabled, the user is prompted to provide one of the DriveLock passwords during POST.
Table 8-3 Computer Setup—Advanced (for advanced users) (continued) Option Description ● After Power Loss (off/on/previous state). Default is Power off. Setting this option to: ○ Power off—causes the computer to remain powered off 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. ● Prompt on Memory Size Change.
Table 8-3 Computer Setup—Advanced (for advanced users) (continued) Option Description Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is disabled. Reset Security Boot keys to factory defaults Default is disabled. Enable MS UEFI CA key Lets you enabled the Certification Authority key. Default is enabled. Ready BIOS for Device Guard Use Requires BIOS Administrator password to be configured and Secure Boot to be enabled.
Table 8-3 Computer Setup—Advanced (for advanced users) (continued) Option Description Headphone output (does not affect external speakers) Select to allow sound to go to headphones. Default is enabled. Increase Idle Fan Speed(%) Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still automatically controlled. M.2 USB/Bluetooth Select to show the device in the operating system. Default is enabled.
Table 8-3 Computer Setup—Advanced (for advanced users) (continued) Option Description Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is removed from the wake up circuitry, the expansion slots, and any management features while in S5. Default is disabled. SATA Power Management (enable/disable) Enables or disables SATA bus and/or device power management. Default is enabled.
9 POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages.
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 00E-Inventory Error during MEBx Execution 00F-Interface Error during MEBx Execution BIOS information passed to the MEBx resulted in a failure. MEBx operation experienced a hardware error during communication with the ME. Recommended action 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. 1. Reboot the computer. 2.
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.) 3. Back up contents and replace hard drive. 1.
Control panel message Recommended action 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. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an option ROM too large to download during POST. ▲ 41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated from system board. Reconnect or replace front USB cable.
Control panel message Description Recommended action 910–Filter Warning Airflow filter is dirty. Replace the airflow filter. 90B-Fan Failure The system has detected that a cooling fan is not operating correctly. 1. Reseat fan. 2. Reseat fan cable. 3. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS has detected your machine was previously shut down to avoid overheating.
Number of long beeps/blinks Error category 4 Thermal 5 System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the 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.
10 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: setup password and power-on password. When you establish only a setup 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.
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 effect the next time the computer is restarted.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See Computer Setup (F10) Utility on page 77 for information on backing up the CMOS settings. 4. Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet.
11 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that 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.
4. Select your computer, and then select your operating system. 5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want. Using Remote HP PC Hardware Diagnostics (UEFI) settings (select products only) Your computer supports Remote HP PC Hardware Diagnostics (UEFI). This is a firmware (BIOS) feature that downloads HP PC Hardware Diagnostics UEFI to your computer.
12 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.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support information, software and drivers, proactive notification, and worldwide community of peers and HP experts. 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.
● 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. ● 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.
Serial Port Devices do not function after hot swapping. Hot swapping is when connecting or disconnecting a serial device while the system is powered on. Cause Solution RPOS platform serial ports do not support hot swapping. To ensure that serial device drivers load and to avoid hardware damage, power the system off before connecting or disconnecting serial devices. Hot plugging serial devices is not supported and doing so can cause permanent hardware damage and void warranty.
Cannot access the Computer Setup (F10) Utility when booting the computer. Cause Solution Follow the Windows instructions for rebooting the computer into the Computer Setup (F10) Utility. Computer appears locked up and will not turn off 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 until the computer turns off. 2. Disconnect the power cord from the electrical outlet.
There is no sound or sound volume is too low. Cause Solution 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 .
Poor performance. Cause Solution Some software applications, especially games, are stressful on the graphics subsystem. 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.
System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 5. If the 5V_aux light on the system board is off, then replace the power supply. 6. Replace the system board. 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.
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 hardware installation problems You may need to reconfigure 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 configures the computer.
Computer will not start. Cause Solution 2. Observe the beeps and LED lights on the front of the computer. Beeps and flashing LEDs are codes for specific problems. 3. If you still cannot resolve the issue, contact Customer Support. Power LED flashes Red three times and then white two times. Cause Solution Memory is installed incorrectly or is bad.
Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status. To access Device Manager in Windows 10, type device manager in the taskbar search box, and then select Device Manager from the list of applications.
Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. Network controller stops working without apparent cause. Cause Solution The cable is not securely connected.
NOTE: The memory count will be affected by configurations 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 firmware 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.
Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. USB flash 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 flash drive in Windows. USB flash drive not found (identified). Cause Solution The device is attached to a USB port that has been hidden in Computer Setup.
Unable to connect to the Internet. Cause Solution Cable/DSL service is not available or has been interrupted due to bad weather. 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 CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector.
Solving software problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict 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.
13 System backup and recovery Backing up, restoring, and recovering in Windows 10 This section provides information about the following processes. The information in the section is standard procedure for most products. ● Creating recovery media and backups ● Restoring and recovering your system For additional information, refer to Help and Support. ▲ Type help in the taskbar search box, and then select Help and Support.
○ 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 storage capacity for the media that will be required. ○ To create recovery discs, your computer must have an optical drive with DVD writer capability, and you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs.
Using Windows tools You can create recovery media, system restore points, and backups of personal information using Windows tools. NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default. For more information and steps, see Help and Support. ▲ Type help in the taskbar search box, and then select Help and Support. Restore and recovery There are several options for recovering your system.
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct computer issues. ● HP Recovery media must be used if the computer hard drive fails. If you have not already created recovery media, see Creating HP Recovery media (select products only) on page 117. ● To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not already created recovery media, see Creating HP Recovery media (select products only) on page 117.
Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which 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 flash drive. To change the boot order: 1. Insert the HP Recovery media. 2. Access BIOS. Restart the computer, quickly press esc, and then press f9 for boot options. 3.
A 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.
B 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.
C Specifications Head unit (without MSR or stand) Length 336.2 mm 13.2 in Depth 216.4 mm 8.5 in Height 17.6 mm 0.7 in Length 96.0 mm 3.8 in Depth 96.0 mm 3.8 in Height 220.0 mm/260.0 mm 8.7 in/10.2 in Length 284.0 mm 11.2 in Depth 162.0 mm 6.4 in Height 29.2 mm 1.1 in Weight 0.6 kg 1.3 lbs 1.4 kg 3.1 lbs 1.3 kg 3.0 lbs 1.1 kg 2.
Operating Line Frequency 1 2 47-63 Hz This system utilizes an active power factor corrected power supply. This allows the system to pass the CE mark requirements for use in the countries of the European Union. The active power factor corrected power supply also has the added benefit of not requiring an input voltage range select switch. High efficiency power supply is a requirement for ENERGY STAR® qualification in conjunction with a select range of processors and modules.
Index A access panel locked 106 antennas removal and replacement 62 audible codes 93 B battery disposal 16 beep codes 93 booting options Full Boot 88 Quick Boot 88 C cable routing configurations 70 cautions AC power 14 cables 15 electrostatic discharge 16 CFD 43 changing a Power-On password 96 changing a Setup password 96 CMOS backing up 95 clearing and resetting 97 column printer changing paper 64 cleaning 69 features 63 latch failsafe 69 paper specifications 65 qualified paper grades 65 removing 35 troubl
passwords 96, 97 peripherals 12 POST error messages 88 power button computer 7 I/O connectivity base 7 power button board illustrated 11 removal and replacement 54 power cord set requirements country specific 123 power supply operating voltage range 130 Power-On password 96, 97 power-on password 95 printer problems 108 problems Computer Setup 104 F10 Setup 104 flash drive 114 general 104 hardware installation 109 Internet access 114 memory 112 network 110 printer 108 retail system 103 software 116 R removal