Maintenance and Service Guide HP Engage Flex Pro Retail System
© Copyright 2018 HP Development Company, L.P. AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are trademarks of the Microsoft group of companies. The information contained herein is subject to change without notice.
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 Standard configuration features ........................................................................................................................... 1 Serial number location ..........................................................................................................................................
4 Removal and replacement procedures ........................................................................................................... 17 Preparation for disassembly ............................................................................................................................... 17 Access panel ......................................................................................................................................................... 18 Front bezel .......................
Computer Setup—Advanced ............................................................................................................. 70 Computer Setup—UEFI Drivers ......................................................................................................... 75 Recovering the Configuration Settings ............................................................................................................... 75 6 Troubleshooting without diagnostics ...............................................
Starting HP PC Hardware Diagnostics UEFI .................................................................................... 114 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ............................................ 114 Downloading the latest HP PC Hardware Diagnostics UEFI version ............................ 114 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) ...............................................................................
Appendix D Specifications ............................................................................................................................. 132 Index ...........................................................................................................................................................
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1 Product features Standard configuration 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. NOTE: These computer models can be used in a tower orientation or a desktop orientation. Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer.
Front panel components Front panel components 1 Optical drive (optional) 4 Network interface card activity lights (2) 2 Power button 5 Hard drive activity light 3 USB SuperSpeed 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. Refer to the Maintenance and Service Guide to interpret the code.
Rear panel components Rear panel components 1 PCIe x16 expansion slot (optional) 10 Serial port (optional) 2 PCIe x4 expansion slot (optional) 11 Optional port ● USB Type-C port ● DisplayPort port ● HDMI port ● 2nd ethernet port ● VGA port 3 Audio-out (headphone)/Audio-in (microphone) combo jack 12 DisplayPort monitor connector 4 PCIe x1 expansion slots (2) (optional) 13 Serial port (optional) 5 Security cable slot 14 Optional ● DisplayPort port ● HDMI port ● 2nd ethernet p
Rear panel components - HDMI option card: If two are installed, the card in slot 1 will not support HDCP2.2. - USB Type-C option card: Only one can be installed. Must be installed in slot 1 to support HDCP2.2. NOTE: To access the Computer Setup (F10) Utility, restart the computer and press the F10 key as soon as the HP logo screen is displayed (before the computer boots to the operating system).
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 (8) System board (includes replacement thermal material) (9) Optional rear port (HDMI, VGA, DisplayPort, serial, USB-C Gen 2) NOTE: DisplayPort and serial port shown.
Item Description 16-GB * Processor (includes replacement thermal material) Intel Core i7-8700 processor Intel Core i5-8500 processor Intel Core i5-8500T processor Intel Core i3-8100T processor Intel Pentium G5400 processor Intel Celeron G4900 processor Intel Celeron G4900T processor * Memory module (UDIMM, non-ECC, 1.
Miscellaneous parts Description Adapters USB Type-C to DisplayPort DisplayPort to VGA DisplayPort to DVI DisplayPort to HDMI 2.0 USB Type-C to USB 3.
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: ● 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 footwea
● 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.
● If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is available through many electronic supply outlets. CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are improperly removed or installed, the keyboard may not function properly. ● Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be careful not to wipe away lubricants necessary for proper key functions.
strongly recommends that all screws removed during disassembly be kept with the part that was removed, then returned to their proper locations. CAUTION: Metric screws have a black finish. U.S. screws have a silver finish and are used on hard drives only. CAUTION: As each subassembly is removed from the computer, it should be placed away from the work area to prevent damage. Cables and connectors Most cables used throughout the unit are flat, flexible cables.
SATA hard drives Serial ATA Hard Drive Characteristics Number of pins/conductors in data cable 7/7 Number of pins in power cable 15 Maximum data cable length 39.37 in (100 cm) Data interface voltage differential 400-700 mV Drive voltages 3.3 V, 5 V, 12 V Jumpers for configuring drive N/A Data transfer rate 6.0 Gb/s SATA data cable Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 6.
Cable management Always follow good cable management practices when working inside the computer. 16 ● Keep cables away from major heat sources like the heat sink. ● Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not designed to take excessive pressure on them. ● Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts are moved. ● When folding a flat ribbon cable, never fold to a sharp crease.
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 9 for initial safety procedures. 1.
Access panel 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Slide the access panel handle toward the rear of the computer, and then lift the access panel up and off the computer. To install the access panel, reverse the removal procedure.
Front bezel 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Lift up the three tabs on the top of the bezel (1) and then rotate the bezel off the chassis (2). To install the front bezel, reverse the removal procedure.
Removing an optical drive bezel blank A bezel blank covers the optical drive bay. Remove the bezel blank before installing an optical drive. To remove the bezel blank: 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Remove the front bezel (Front bezel on page 19). 4. Then press inward on the tab on the left side of the blank (1), and then rotate the blank off the front bezel (2).
Front bezel dust filter Some models are equipped with an optional front bezel dust filter. You must periodically clean the dust filter so that the dust collected on the filter does not impede air flow through the computer. NOTE: The optional front bezel dust filter is available from HP. To remove, clean, and replace the dust filter: 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2.
Removing or installing an expansion card Installing a half-height expansion card The computer system board has a PCI Express x16 expansion slot, a PCI Express x16 expansion slot that is downshifted to a x4 slot, a DisplayPort expansion slot, and a riser card expansion slot. The riser card expansion slot is populated with a riser card specifically designed for this product. NOTE: The PCI Express sockets support only low-profile cards.
Option card slot locations The following table provides slot location information for option cards. Card installation order On-board slot PCIe riser slot PCI riser slot X16 PCIeXP X4 PCIeXP X1 PCIeXP3 X1 PCIeXP2 PCI1 PCI2 only — — — — — 1 Graphic card 2 PCIeX1 WLAN/BT caddy card — 3rd 1st 2nd — — 3 12V PUSB standard card 2nd 1st — — — — 4 PCIeX1 NIC card 2nd 1st 3rd 4th — — 5 PCIeX1 parallel port card — — 1st 2nd — — 1st = primary location of card.
4. Release the slot cover retention latch that secures the slot covers by lifting the green tab on the latch and rotating the latch to the open position. 5. Before installing an expansion card, remove the expansion slot cover or the existing expansion card. NOTE: Before removing an installed expansion card, disconnect any cables that may be attached to the expansion card. 24 a.
c. Pull the expansion card straight up and then away from the inside of the chassis to release it from the chassis frame. Be sure not to scrape the card against other components. d. If you are removing a PCI Express card from the black PCI Express x16 socket, pull the retention arm on the back of the expansion socket away from the card and carefully rock the card back and forth until the connectors pull free from the socket.
the expansion socket (1) on the system board. Press firmly on the card so that the whole connector seats properly in the expansion card slot. b. The cable included with the card has a single-row connector on one end and a dual-row connector on the other end. Connect the dual-row connector to the rear of the card. Connect the single-row connector to either row of the green 12-volt USB connector on the system board (2).
Installing a full-height expansion card Full-height expansion cards can be installed into the riser card slots. Two riser cards are available from HP for this product. One has two PCI slots and the other has two PCI Express x1 slots. Installing a powered serial port expansion card Six powered serial ports are optional on the computer. If your computer is not configured with a powered serial port expansion card, you may purchase one from HP.
3. Rotate the power supply up (1) and then remove it (2) to access the full-height expansion card retention latch. NOTE: If you are using a PS/2 mouse and/or PS/2 keyboard, make sure they are unplugged from the rear of the computer so that the connectors do not block the power supply from rotating all the way. 4. 28 Pull back the green tab on the full-height expansion card retention latch to open the latch.
5. Before installing the expansion card, remove an expansion slot cover. The powered serial port expansion card can be installed in any full-height slot. 6. Insert the end of the powered serial port expansion card into an empty slot (1). Press the other end against the chassis (2) and close the slot cover retention latch. 7. Connect one end of the cable included with the card to the card and the other end to the system board.
8. Close the expansion card retention latch. 9. Lower the power supply into the chassis (1) so that the two guide pins on each side slide into the channels in the chassis. 10. Rotate the power supply down (2) to its normal position. 11. Reassemble the computer. 12. Reconfigure the computer, if necessary. Configuring powered serial ports The serial ports can be configured as standard (non-powered) serial ports or powered serial ports. Some devices use a powered serial port.
NOTE: The computer ships with all serial ports configured in standard serial mode by default unless the powered serial port AV numbers are ordered. The serial ports can be configured using the Computer F10 Setup utility.
4. Pull back the green tab on the full-height expansion card retention latch to open the latch. 5. If a one or two expansion cards are installed in any of the riser card expansion slots, remove the cards. 6. If an expansion slot cover is installed in the lower slot, remove the slot cover. CAUTION: You must remove the lower expansion slot cover to avoid damaging the riser card when removing or installing the card.
7. To remove the riser card, lift the riser card out of the riser card slot. 8. Remove the two screws that secure the metal bracket to the top of the card and remove the bracket. You do not need to remove the hood sensor from the bracket. 9. Install the metal bracket onto the new riser card using the two screws that secure the bracket in place.
10. To install the new riser card, press the riser card firmly down into the riser card slot on the system board. 11. If any expansion cards were removed from the old riser card, install the cards into the appropriate slots on the new riser card. Move the card toward the rear of the chassis so that the bracket on the card is aligned with the open slot on the rear of the chassis. Press the card straight into the expansion socket on the riser card.
12. If an expansion slot cover was removed from the lower slot, replace the slot cover. 13. Close the expansion card retention latch. 14. Lower the power supply into the chassis (1) so that the two guide pins on each side slide into the channels in the chassis.
15. Rotate the power supply down (2) to its normal position. 16. Reassemble the computer.
Fan duct 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Remove the drive cable from the clip in the duct (1). 4. Pull the fan duct straight up and out of the chassis (2). To install the fan duct, reverse the removal procedure.
Fan assembly The fan assembly is secured to the front of the computer and includes a duct. 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Remove the front bezel (Front bezel on page 19). 4. Remove the fan duct (Fan duct on page 37). 5. Disconnect the fan cable from the system board. 6.
System board connections Refer to the following illustration and table to identify the system board connectors for your model. Item System board connector System board label Color Component 1 PCI Express x16 X16PCIEXP Black Expansion card slot 2 PCI Express x4 X4PCIEXP_1 Black Expansion card slot 3 PCI Express x2 X4PCIEXP_3 Black Expansion card slot 4 Riser Riser White Riser card slot 5 PCI Express x2 X4PCIEXP_2 Black Memory module 6 Battery BAT Black Battery 7 M.
Item System board connector System board label Color Component 14 Sata 3.0 SATA1 Blue Any SATA device other than the primary hard drive 15 Power connector for system board CASHDWR Black Powered USB and Cash Drawer card Memory modules The computer comes with double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) dual inline memory modules (DIMMs). The memory sockets on the system board are populated with at least one preinstalled memory module.
largest amount of memory is spread between the two channels. If one channel will have more memory than the other, the larger amount should be assigned to Channel A. For example, if you are populating the sockets with one 2 GB DIMM, and three 1 GB DIMMs, Channel A should be populated with the 2 GB DIMM and one 1 GB DIMM, and Channel B should be populated with the other two 1 GB DIMMs. With this configuration, 4 GB will run as dual-channel and 1 GB will run as single-channel.
6. To remove a memory module, open both latches of the memory module socket (1), and then remove the memory module from the socket (2). 7. To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2). NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. Populate the black DIMM sockets before the white DIMM sockets.
Drives For a list of available drives, see Computer major components on page 5. Removing drives When installing drives, follow these guidelines: ● The computer supports up to three drives in the following configurations: – Two hard drives and one optical drive – Two hard drives and one eSATA drive – One hard drive, one eSATA drive, and one optical drive ● The primary Serial ATA (SATA) hard drive must be connected to the dark-blue primary SATA connector on the system board labeled SATA0.
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.
5. Press the green release latch, located on the right rear side of the drive, toward the center of the drive (2), and then slide the drive forward and out of the bay (3). To replace the optical drive, reverse the removal procedures. Hard drive Removing the hard drive below the optical drive 1. Follow the procedure in Optical drive on page 44 to remove the optical drive. 2. Disconnect the power and data cables (1) from the rear of the hard drive. 3.
4. Remove the four guide screws (two on each side) from the old drive. You will need these screws if you install a new drive. Removing the hard drive below the power supply 1. 46 Rotate the drive cage to its upright position.
2. Rotate the power supply up (1) and then remove it (2) to access the full-height expansion card retention latch. NOTE: If you are using a PS/2 mouse and/or PS/2 keyboard, make sure they are unplugged from the rear of the computer so that the connectors do not block the power supply from rotating all the way. 3. Disconnect the power and data cables (1). 4. Press down on the green drive retainer button located on the side of the drive to disengage the drive from the drive cage (2).
5. Remove the four guide screws (two on each side) from the old drive. You will need these screws to install a new drive. M.2 SSD storage card There are two M.2 SSD sockets on the system board. The computer supports 2230 and 2280 M.2 SSD cards. 2280 M.2 SSD cards use a standard M2x3L screw. 2230 M.2 SSD cards use a special screw. To remove an M.2 solid-state drive: 48 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2.
3. Remove the screw that secures the card (1), and then slide the card out of the system board connector (2). 4. Reassemble the computer. To replace the M.2 solid-state drive, reverse the removal procedures.
WLAN module The WLAN module installs into a connector 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 17). 2. Remove the access panel (Access panel on page 18). 3. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module. NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
Rear expansion ports The chassis offers two optional rear expansion ports that are attached to the system board with two screws and a connector on the bottom of the board. To remove an expansion port: 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Remove any powered serial port expansion cards (Installing a powered serial port expansion card on page 27). 4.
Heat sink CAUTION: The bond between the heat sink and the processor may be very tight. If the computer will power on, before removing the heat sink, turn on the computer until it warms the heat sink. Warming the heat 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 heat sink, especially if you cannot warm the fan sink prior to removal.
5. Lift the heat sink out of the computer. To install a heat sink, reverse the removal procedures.
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 17). 2. Remove the access panel (Access panel on page 18). 3. Remove the fan baffle (Fan duct on page 37). 4. Remove the heat sink (Heat sink on page 52). 5. Pull the locking lever away from the processor socket, and then rotate the lever to its fully open position (1). 6.
Power supply For a list of available power supplies, see Computer major components on page 5. WARNING! To reduce potential safety issues, only the power supply provided with the computer, a replacement power supply provided by HP, or a power supply purchased as an accessory from HP should be used with the computer. WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet.
6. Disconnect the three power cables from the system board connectors as follows: (1): PWRCPU (2): PWR (3): PWRCMD 7. Rotate the power supply back so it is rests at approximately 90 degrees (1), slide the power supply into the computer (2), and then up and out of the computer (3). To install the power supply, reverse the removal procedure. CAUTION: When installing the power supply cables, make sure they are properly positioned so they are not pinched by the drive cage.
Speaker The speaker is attached to the front of the chassis, under the bezel. Rubber posts secure the speaker to the chassis. To remove the speaker, pull the rubber posts away from the front of the chassis to remove them. To install the speaker, insert the rubber posts from the front of the chassis through the holes in the chassis and the speaker, and then from the inside of the chassis, pull the posts until secure. 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2.
Front I/O assembly The speaker is attached to the front of the chassis, under the bezel. Rubber posts secure the speaker to the chassis. To remove the speaker, pull the rubber posts away from the front of the chassis to remove them. To install the speaker, insert the rubber posts from the front of the chassis through the holes in the chassis and the speaker, and then from the inside of the chassis, pull the posts until secure. 58 1.
7. From the outside, front of the chassis, remove the Torx screw that secures the front I/O assembly to the computer (1), rotate the right side of the assembly away from the chassis (2), and then pull the assembly to the right (3) and pull it away from the computer while threading the cables through the hole in the chassis. To install the front I/O assembly, reverse the removal procedures.
System board NOTE: All system board spare part kits include replacement thermal material. 1. Prepare the computer for disassembly (Preparation for disassembly on page 17). 2. Remove the access panel (Access panel on page 18). 3. Remove the fan duct (Fan duct on page 37). 4. Remove the heat sink (Heat sink on page 52). 5. If installed, remove the optional rear expansion ports (Rear expansion ports on page 51). 6. Rotate the drive cage to its upright position. 7.
When reinstalling the system board, first insert the I/O panel back into the slots in the rear of the chassis, and then align the board with the chassis screw holes. NOTE: When replacing the system board, you must change the chassis serial number in the BIOS. System board callouts Sys Bd Label Color Component Sys Bd Label Color Component SSD2 Black M.2 solid-state drive COM EP Black Powered serial port SSD1 Black M.
Sys Bd Label Color Component Sys Bd Label Color Component SPKR White Speaker P72 Black Expansion port FRONT USB 3.
5 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change settings from the defaults or restore the settings to default values. ● View the system configuration, including settings for processor, graphics, memory, audio, storage, communications, and input devices. ● Modify the boot order of bootable devices such as hard drives or USB flash media devices.
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press Esc. 5. To apply and save changes, select Main > Save Changes and Exit. ● If you have made changes that you do not want applied, select Ignore Changes and Exit. ● To restore settings from the Advanced and Main menus to original values, select Apply Factory Defaults and Exit.
Computer Setup–Main NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-1 Computer Setup—Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected.
Table 5-1 Computer Setup—Main (continued) Option Description System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch.
Table 5-1 Computer Setup—Main (continued) Option Description Restore current settings from USB device Restores system configuration from a USB flash drive. Save Custom Defaults Saves the current system configuration settings as the custom default set. Apply Custom Defaults and Exit Applies the custom default settings to the computer after rebooting. Does not apply to options in the Security menu.
Table 5-2 Computer Setup—Security (continued) Option Description ● Allow spaces Clear Password Jumper Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords at boot up. Default is ‘Honor’. Security Configuration TPM Embedded Security ● TPM Specification Version Displays the current TPM version. ● TPM Device Lets you set the Trusted Platform Module as available or hidden. ● TPM State Select to enable the TPM.
Table 5-2 Computer Setup—Security (continued) Option Description Physical Presence Interface. Notifies the user upon system power up when changes are made to system security policy. The user must agree to the changes to confirm them. Default is enabled. ● Trusted Execution Technology (TXT) Enabling this feature disables OS management of Embedded Security Device, prevents a reset of the Embedded Security Device, and prevents the configuration of VTx, VTd, and Embedded Security Device.
Table 5-2 Computer Setup—Security (continued) Option Description Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock. Enable DriveLock. Sets the drive’s user password and enables DriveLock. ● Secure Erase Lets you select a hard drive to completely erase.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading ● UEFI Boot Order. Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB hard drive, USB optical drive) are checked for a bootable operating system image. UEFI boot sources always have precedence over legacy boot sources. ● Legacy Boot Order. Default is enabled. Specify the order in which legacy boot sources are checked for a bootable operating system image.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Delivers two logical processors that can execute multiple tasks simultaneously using the shared hardware resources of a single processor core. Default is enabled. Multi-processor Use this option to disable multi-processor support under the operating system. Default is enabled. Virtualization Technology (VTx) (Intel only) Controls the virtualization features of the processor.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Increase Idle Fan Speed(%) Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still automatically controlled. Port Options Option Port 1 - HDMI 1.4 Mode Lets you enable the port. Default is disabled. Option Port 2 - HDMI 1.4 Mode Lets you enable the port. Default is disabled. Serial Port A/B Lets you disable the port. Default is enabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Power Management Options Heading ● All legacy ● All UEFI ● All UEFI except video Runtime Power Management (enable/disable) Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor. Default is enabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading ● Username - Type the username for uploading diagnostics logs to the server, if authentication is required. ● Password - Type the password for uploading diagnostics logs to the server, if authentication is required. Scheduled Execution (enable/disable). Default is disable. Enable/disable the scheduled execution of Remote HP PC Hardware Diagnostics. Frequency (Daily/Weekly/Monthly). Default is enabled.
6 Troubleshooting without diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
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 Hard drive fragmented. Defragment hard drive. 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 1. If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on. 3. Replace the system board. OR Press and hold the power button for less than 4 seconds.
Solving power problems Common causes and solutions for power problems are listed in the following table. Power supply shuts down intermittently. Cause Solution If equipped with a voltage selector, voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V). Select the proper AC voltage using the selector switch. Power supply will not turn on because of internal power supply fault. Replace the power supply.
Solving hard drive problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on a drive, select Properties, and then select the Tools tab. Under Error checking click Check. 2. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk. Disk transaction problem.
Nonsystem disk/NTLDR missing message. Cause Solution the File Backup Program option, and then restore the system. 3. Install system files for the appropriate operating system. Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in the Advanced > Boot Options list. Bootable hard drive is not attached as first in a multi-hard drive configuration.
Solving media card reader problems Media card will not work in a digital camera after formatting it in Windows. Cause Solution By default, Windows will format any media card with a capacity greater than 32MB with the FAT32 format. Some digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card. Either format the media card in the digital camera or select FAT file system to format the media card in a computer with Windows.
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time. Wait a few seconds so that the operating system can recognize the reader and the available ports, and then recognize the media inserted in the reader.
Blank screen (no video). Cause Solution To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel from the list of applications. 2. Monitor is configured to use an input that is not active. Expand the Resolution box, and then use the sliding control to reset the resolution. Use the monitor's on-screen menu controls to select the input that is being driven by the system.
Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card (if applicable) or video connector and the monitor. Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
“Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the monitor supports. Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect. To enter Safe Mode in Windows 10: 1. Log into the computer using an Administrator account. 2. Type msconfig in the taskbar search box, and then select msconfig from the list of applications. 3.
Solving audio problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Headset microphone connected to the front is not working or is very quiet. Cause Solution The front Headset connector supports CTIA (Cellular Telephone Industries Association) style headsets and not OMTP (Open Mobile Terminal Platform) style headsets. These differ by the microphone connections.
Sound does not come out of the speaker or headphones. Cause Solution 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. Set the operating system to use the correct audio device. Sound from headphones is not clear or muffled. Cause Solution Headphones are plugged into the rear audio output connector.
Solving printer problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Printer will not print. Cause Solution Printer is not turned on and online. Turn the printer on and make sure it is online. The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application. 2. Try printing using the MS-DOS command: DIR C:\ > [printer port] where [
Solving keyboard and mouse problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no function of mouse/keyboard and external drive. Cause Solution If your computer is equipped with USB 3.0 ports, connected USB 3.
Mouse does not respond to movement or is too slow. Cause Solution Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state. Press the power button to resume from Sleep state. CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse will only move vertically, horizontally, or movement is jerky.
A new device is not recognized as part of the system. 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. USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available is selected for appropriate USB ports under Advanced > Port Options. Computer will not start.
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. To access Device Manager in Windows 10, type device manager in the taskbar search box, and then select Device Manager from the list of applications. Incorrect network driver.
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. Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller. Make sure the correct network client and protocol is installed. The network controller is not configured for this computer.
Solving memory problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a memory module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board.
Solving front panel component problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. 1. Turn off the computer. 2. Reconnect the device to the front of the computer and restart the computer. The device does not have power.
Unable to connect to the Internet. Cause Solution 2. Click Internet Options. 3. In the Browsing history section, click the Delete button. 4. Select the Cookies and website data check box and click the Delete button. Cannot automatically launch Internet programs. Cause Solution You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
7 POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages.
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.) 3. Back up contents and replace hard drive. 1.
Control panel message Description 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 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. Overheating may occur if the cooling vents are blocked or the operating temperature exceeds the system specifications.
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.
8 Password security and resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: administrator password and power-on password. When you establish only an administrator password, any user can access all the information on the computer except Computer Setup.
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.
Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially unprovision AMT. 1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
9 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. In the HP PC Hardware Diagnostics section, select Download, 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 114. 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.
10 Backing up, restoring, and recovering This chapter provides information about the following processes, which are standard procedure for most products: ● Backing up your personal information—You can use Windows tools to back up your personal information (see Using Windows tools on page 117). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 117).
On select products, you can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. For more information, see Using the HP Cloud Recovery Download Tool to create recovery media on page 119. Using HP Recovery Manager to create recovery media NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
Using the HP Cloud Recovery Download Tool to create recovery media To create HP Recovery media using the HP Cloud Recovery Download Tool: 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, and then follow the on-screen instructions. Restoring and recovery Restoring and recovery can be performed using one or more of the following options: Windows tools, HP Recovery Manager, or the HP Recovery partition. IMPORTANT: Not all methods are available on all products.
IMPORTANT: issues. NOTE: Recovery through HP Recovery Manager should be used as a final attempt to correct computer When you start the recovery process, only the options available for your computer are displayed. Before you begin, note the following: ● HP Recovery Manager recovers only software that was installed at the factory.
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer boot order, and then follow the on-screen instructions. See Changing the computer boot order on page 121. Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order. This is the order of devices listed in BIOS where the computer looks for startup information.
A Battery replacement The battery installed on the computer provides power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed on the computer. The computer has a 3-volt lithium coin cell battery installed. 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.
4. 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). 5. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up (1). Push the other edge down until the clamp snaps over the other edge of the battery (2). 6. Reassemble the computer. 7. Reset the date and time, your passwords, and any special system setups using Computer Setup.
B 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.
C 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.
D Specifications Item U.S. Metric Width 13.27 in 337 mm Depth 15.12 in 384 mm Height 3.94 in 100 mm Weight 14.2 lb 6.
Index A access panel locked 79 removal and replacement 18 administrator password 109 antennas disconnecting 50 audible codes 107 audio problems 90 B backup, creating 117 backups 117 battery disposal 14 battery replacement 122 beep codes 107 BIOS clearing and resetting 111 boot order, changing 121 booting options Full Boot 102 Quick Boot 102 C cable management 16 cable pinouts, SATA data 15 cash drawer, 24V expansion assembly illustrated 6 cautions AC power 9 cables 14 cooling fan 13 electrostatic discharge
dust filter 21 expansion card 22 full-height expansion card 27 half-height expansion card 22 memory 40 Internet access problems 100 K keyboard cleaning 12 keyboard problems 93 M M.
software problems 101 servicing computer 13 solid-state drives sizes 6 speaker illustrated 5 removal and replacement 57 specifications computer 132 static electricity 9 supported discs, recovery 118 system board illustrated 6 removal and replacement 60 SATA connectors 15 system board connections 39 system memory, removing personal data from volatile 126 system recovery 119 system restore point, creating 117 T temperature control 11 tools, servicing 13 Torx T15 screwdriver 13 tower orientation 62 V ventilati
