Maintenance & Service Guide HP EliteOne 800 G3 All-in-One Business PC
© Copyright 2017 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.
About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. NOTE: Text set off in this manner provides important supplemental information.
iv About This Book
Table of contents 1 Product features ........................................................................................................................................... 1 Overview ................................................................................................................................................................ 1 Front components ................................................................................................................................................
Screws ............................................................................................................................................... 17 Cables and connectors ...................................................................................................................... 17 Hard drives ........................................................................................................................................ 17 Lithium coin cell battery ....................................
Computer Setup—Security ............................................................................................................... 66 Computer Setup—Advanced ............................................................................................................. 68 Computer Setup—UEFI Drivers ......................................................................................................... 73 Recovering the Configuration Settings .............................................................
Backing up, restoring, and recovering in Windows 7 ........................................................................................ 106 Creating recovery media and backups ............................................................................................ 107 Guidelines ..................................................................................................................... 107 Creating recovery media with HP Recovery Disc Creator .............................................
1 Product features Overview NOTE: For the latest manuals on this product, go to http://www.hp.com/support. Select Find your product, and then follow the on-screen instructions. This product employs electronic labeling for indication of regulatory mark or statement. See Labels on page 5 for the operation to display.
Front components Component 1 Webcam 2 Speakers Top components Infrared (IR) webcam (optional) Component Component Front View 1 Webcam light 4 IR webcam 2 IR light 5 Rear webcam adjustment wheel 3 Full High Definition (FHD) webcam 8 FHD webcam Top view 6 Digital microphones Rear view 7 2 Webcam light Chapter 1 Product features
Full High Definition (FHD) webcam (optional) Component Front view 1 Webcam light 2 FHD webcam Top view 3 Digital microphones Side components Component Component 1 Optical disc drive (optional) 4 Headphone jack 2 Optical disc drive eject button (optional) 5 Fingerprint reader (Touch models only) 3 Audio-out (headphone) jack Side components 3
Rear components Component Component 1 DisplayPort 5 RJ-45 (network) jack 2 HDMI port 6 USB 3.1 Type-A ports (2) 3 USB 3.1 Type-A ports (2) 7 Stereo audio-out jack 4 Power connector 8 Security cable slot Bottom components 4 Component Component 1 USB 3.1 Type-A port 4 USB 3.1 Type-C port 2 USB 3.
Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. IMPORTANT: All labels described in this section will be located under the stand or affixed to the bottom of the computer. 1. Microsoft® Certificate of Authenticity label (select models only prior to Windows 8)—Contains the Windows Product Key. You may need the Product Key to update or troubleshoot the operating system. 2.
2 Illustrated parts catalog Component appearance may vary depending on model. 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 (9) Power supply 180 W, for use in Intel models with UMA graphics 210 W, for use in AMD models with discrete AMD graphics (10) Camera, pop-up * Display (not illustrated) Touch models Non-touch models not illustrated * Covers * Item Description (1) Rear cover (main) (2) Rear I/O cover (3) Rear port cover * Card reader cover (for use in models without a card reader) * Optical drive cover (for use in models without an optical drive) * Webcam cover (for use in models wit
Boards Item Description (1) System board (2) Power button board (3) Audio board (4) Fingerprint reader board * WLAN modules (not illustrated) Intel Dual Band Wireless-AC 7265 NV Intel 3168 ac 1x1 +Bluetooth 4.2LE M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 vPro PCI-e+USB WW with 2 antennas Realtek RTL8723BE bgn 1x1 + Bluetooth 4 LE PCIe+USB NGFF 2230 M.
Mass storage devices Description Optical drive DVD±RW drive DVD-ROM drive Primary hard drive, 2.5-inch 1 TB, 5400 rpm, hard drive/hybrid SSD drive 1 TB, 7200 rpm 500 GB, 5400 rpm, hard drive/hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Primary solid-state drive, 2.
Processors and memory modules Description Intel Processors (include replacement thermal material) Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i5-7500 (3.4-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz) Intel Pentium G4620 (3.7-GHz) Intel Pentium G4600 (3.6-GHz) Intel Pentium G4560 (3.5-GHz) Intel Celeron G3950 (3.
Description DisplayPort cable, 1.8 m DVI-DVI monitor cable Antennas (wireless, for use with WLAN modules) Adapters DisplayPort to DVI DisplayPort to HDMI 1.4 DisplayPort to VGA USB to serial port USB-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.
Generating static The following table shows that: ● Different activities generate different amounts of static electricity. ● Static electricity increases as humidity decreases.
Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to equipment: ● Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation.
● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes ● Opaque shielding bags ● Transparent metallized shielding bags ● Transparent shielding tubes Operating guidelines To prevent overheating and to help prolong the life of the computer: ● Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold. ● Operate the computer on a sturdy, level surface. Leave a 10.
Cleaning the Computer Case Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the computer. To clean the computer case, follow the procedures described below: ● To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab. ● For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth or swab dampened with clear water. ● For stubborn stains, use isopropyl (rubbing) alcohol.
Service considerations Listed below are some of the considerations that you should keep in mind during the disassembly and assembly of the computer.
● Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid touching the connector. For more information about preventing electrostatic damage, refer to Electrostatic discharge information on page 12 ● Do not use excessive force when inserting a drive. ● Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields such as displays or speakers.
4 Removal and Replacement Procedures The following sections provide information about disassembling various components of the computer. Preparing to disassemble the computer To avoid injury and equipment damage, always complete the following steps in order, when opening the HP All-in-One. 1. Remove all media from the computer. 2. Shut down the computer. 3. After the system has completely shut down, disconnect the power adapter from the back of the computer. 4.
Stands Two stands are available for the computer: ● Recline stand ● Adjustable height stand Recline stand To remove the stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover on page 19. 3. Press the release latch under the stand (1). 4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3). Access panel The computer has one main rear access panel that allows access to internal components. To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4.
Drives Description Optical drive (does not include bezel) DVD±RW drive DVD-ROM drive Primary hard drive, 2.5-inch (not illustrated) 1 TB, 5400 rpm, hard drive/hybrid SSD drive 1 TB, 7200 rpm 500 GB, 5400 rpm, hard drive/hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Primary solid-state drive, 2.
Hard drive The 2.5 inch primary hard drive is installed on the right side of the computer on top of the optical disc drive (ODD). 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5. Pull the hard drive latch away from the hard drive to release the drive (1). 6.
Optical drive The optical drive is located beneath the lower hard drive on the left side of the computer. The green latch comes with the drive. 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5. Remove the hard drive (see Hard drive on page 23). 6.
8. Align the three pins on the latch with the holes in the new optical disc drive and press the latch firmly onto the new drive. NOTE: You must reuse the latch removed from the old optical disc drive. 9. Align the new optical drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place. NOTE: The optical drive can be installed in only one way.
M.2 solid-state drive Description 256-GB solid-state drive, 2280SS, NVMe 128-GB solid-state drive, 2280SS, NVMe Two M.2 solid-state drive connectors are available on the system board. The connector labeled SSD2 (near the processor) fits only 22mm x 80mm M.2 solid-state drives. The connector labeled SSD1 (on the right side of the board) fits both 22mm x 80mm and 22mm x 30mm M.2 solid-state drives. To remove the M.2 solid-state drive: 26 1.
6. Pull the drive away to remove it from the socket (2). To install the solid-state drive, reverse the removal procedures.
Memory Description 16-GB 8-GB 4-GB For proper system operation, the memory modules must meet the following qualifications: Component Specification Memory modules 1.
with the least amount of memory describes the total amount of memory assigned to dual channel and the remainder is assigned to single channel. If one channel will have more memory than the other, the larger amount should be assigned to channel A. ● In any mode, the maximum operational speed is determined by the slowest memory module in the system. There are two memory slots on the system board. To remove or install memory modules: 1.
Battery The battery is located below the processor. The battery that comes with the computer provides power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt lithium coin cell battery. WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and burns if the battery is not handled properly.
WLAN module Description Intel Dual Band Wireless-AC 7265 NV Intel 3168 ac 1x1 +Bluetooth 4.2LE M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 vPro PCI-e+USB WW with 2 antennas Realtek RTL8723BE bgn 1x1 + Bluetooth 4 LE PCIe+USB NGFF 2230 M.2 WW The WLAN module is located on the system board above the memory modules. The WLAN module is secured with one Phillips screw and has two connected antennas.
7. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3). To install the WLAN module, reverse the removal procedures. When connecting the antennas cables, connect the cable labeled “1” (black sticker) to the AUX “1” connector on the module and the cable labeled “2” (white sticker) to the MAIN “2” connector on the module. NOTE: 32 WLAN modules are designed with a notch to prevent incorrect insertion.
Power button and fingerprint reader boards If a fingerprint reader is installed, the power button board and fingerprint reader board are wired together into one assembly, located at the bottom right of the computer. If the fingerprint reader is not installed, the power button board can be removed using the steps below. To remove the power button and fingerprint reader boards: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2.
7. If necessary, disconnect the cables from each board. 8. If necessary, remove the two Phillips screws that secure the power button board to the bracket. To install the right trim, reverse the removal procedures.
Heat sink Heat sinks are available for models with integrated UMA graphics and with discrete graphics. To remove the heat sink: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5.
7. Lift the heat sink out of the computer. CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. 8. Discrete models: Remove the VESA cover/fan assembly (VESA mounting bracket/fan assembly on page 43). 9. In the order indicated on the heat sink, loosen the captive Torx screws (1) from the heat sink component that services the main processor.
12. Lift the heat sink out of the computer. CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. To replace the heat sink, reverse the removal procedures.
Processor Description Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i5-7500 (3.4-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz) Intel Pentium G4620 (3.7-GHz) Intel Pentium G4600 (3.6-GHz) Intel Pentium G4560 (3.5-GHz) Intel Celeron G3950 (3.0-GHz) Intel Celeron G3930 (2.9-GHz) 38 1.
7. Raise and rotate the microprocessor retainer to its fully open position (2), and then carefully lift the processor from the socket (3). CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling them could cause irreparable damage. Once pins are damaged it may be necessary to replace the system board. The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor’s solder connections.
Webcam module The webcam is located at the top of the computer, under a plastic shield. The top heat sink screws also secure the webcam plastic shield. To remove the webcam module: 40 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5.
10. Remove the webcam cable from the clips built into the computer (3). 11. Remove the webcam assembly from the computer. 12. If you need to remove the webcam bracket, remove the VESA bracket/fan assembly (VESA mounting bracket/fan assembly on page 43), and then remove the four Torx screws that secure the webcam bracket to the computer.
13. Remove the webcam bracket from the computer. To install the webcam assembly and associated parts, reverse the removal procedures.
VESA mounting bracket/fan assembly The VESA mounting bracket/fan assembly is located under the stand. To remove the VESA mounting bracket/fan assembly: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5. Remove the five Torx screws that secure the assembly to the computer.
8. If it is necessary to remove the fan from the bracket, remove the four Torx screws that secure the fan to the bracket. 9. Separate the fan from the bracket. To replace the VESA mounting bracket/fan assembly, reverse the removal procedures.
Power supply Description Power supply, 180 W, for use in Intel models with UMA graphics Power supply, 210 W, for use in AMD models with discrete AMD graphics The power supply is located in the upper left side of the computer. To remove the power supply: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4.
10. Remove the power supply from the computer. To install the power supply, reverse the removal procedures. Make note of the foam strips that must be installed under the power supply, as shown in the following image.
Rear I/O cover The rear I/O cover is located at the bottom of the computer below the VESA bracket/fan assembly. It is secured with two screws. To remove the rear I/O cover: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5.
I/O bracket The I/O bracket is located under the plastic rear I/O cover. It is secured with five Torx screws, one of which is under the power connector. To remove the I/O bracket: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the access panel (see Access panel on page 21). 3. Remove the rear port cover (see Removing the rear port cover on page 19). 4. Remove the stand (see Stands on page 20). 5.
Hard drive cage The hard drive cage is located under the hard drive. It is secured with one Torx screw. To remove the hard drive cage: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the access panel (see Access panel on page 21). 3. Remove the rear port cover (see Removing the rear port cover on page 19). 4. Remove the stand (see Stands on page 20). 5. Remove the access panel (see Access panel on page 21). 6.
System board The system board is secured with nine Torx screws. To remove the system board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5. Remove the memory modules (see Memory on page 28). 6. Remove the M.2 solid-state drive (see M.2 solid-state drive on page 26). 7.
15. In the order printed on the system board, remove the nine Torx screws (1)-(9) that secure the system board to the computer. NOTE: System board appearance may vary. 16. Lift the system board up and out of the computer. NOTE: The thermal pad under the left side of the system board may stick. To install the system board, reverse the removal procedures. Be sure to replace the screws in the order indicated on the system board.
To update SMBIOS information in Computer Setup: 1. Turn on or restart the computer. 2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press Esc when the display light turns green to access the utility. 3. Press F10 to enter Computer Setup. 4. Go to Main > Set Machine Unique Data. 5. If necessary, press Ctrl+A to initiate edit mode. 6.
System board callouts Sys Bd Label Color Component Sys Bd Label Color Component WLAN Black WLAN module connector BATTERY Black RTC battery PSWD Blue Clear system passwords CHFAN White Fan connector 2D WEBCAM White Webcam connector SSD2 Black M.
Audio board The audio board is located on the bottom corner of the computer. It is secured with one Torx screw. To remove the audio board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the access panel (see Access panel on page 21). 3. Remove the rear port cover (see Removing the rear port cover on page 19). 4. Remove the stand (see Stands on page 20). 5. Remove the access panel (see Access panel on page 21). 6.
Speakers The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the speakers: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5. Remove the rear I/O cover (see Rear I/O cover on page 47). 6.
Display panel IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse any old parts. Return all old parts to HP for warranty processing. CAUTION: it is very important to use the exact cable that shipped with the replacement panel. Failure to use the correct cable may result in panel failure. IMPORTANT: You must install the latest touch drivers. Failure to install the latest drivers could result in a loss of touch functionality. Go to www.hp.
13. Disconnect the main display cable (2) and the power button/touch cable (3) from the system board, and then route both cables through the holes in the plate. 14. Lift the frame from the display. 15. From the rear of the display panel, remove the Mylar tape (1) that secures the display cable to the panel. 16. Disconnect the touch cable (2).
17. Disconnect the display cable (3). Lift the clear tape from atop the connector, press in on each side of the cable near the connector, and then pull the cable from the connector. 18. Separate the middle frame from the display by rotating the top of the display away from the frame (1), and then pulling the frame away from the display (2). NOTE: Display and middle frame appearance may vary. To install the display panel, reverse the removal procedures.
Antennas The antennas route from the WLAN module to transceivers at the top of the computer. The transceivers are secured to the computer with adhesive. NOTE: WLAN module orientation may vary. To remove the antennas: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). 2. Remove the rear port cover (see Removing the rear port cover on page 19). 3. Remove the stand (see Stands on page 20). 4. Remove the access panel (see Access panel on page 21). 5.
16. On the rear of the chassis, note the locations the cables route through (1), and the remove the cables from the clips built into the chassis (2). 17. Peel the left antenna from the chassis (1), and then pull the other end of the cable through the hole in the chassis (2). Remove the left antenna and cable. To install the antenna, reverse the removal procedures. NOTE: When connecting the antennas cables, be sure to match the numbers on the cable with the same number printed on the WLAN module.
Connecting cables 1. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the bezel and screen surface from scratches or other damage. 2. If the rear port cover is installed, remove the cover. See Removing the rear port cover on page 19. 3. Route the power and all peripheral cables through the opening in the base of the stand. 4. Connect the peripheral cables to the appropriate ports. 5. Reassemble the computer.
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, optical 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 Update System BIOS Description ● Hardware subsystem tests ● Component tests ● Show test logs ● Language selection Lets you update the system BIOS from www.hp.com or another network server, from a removable USB drive, or from a file located on the hard drive. Displays current BIOS version information. ● ‘Check HP.
Table 5-1 Computer Setup—Main (continued) Option Description Apply Custom Defaults and Exit Applies the custom default settings to the computer after rebooting. Does not apply to options in the Security menu. Apply Factory Defaults and Exit Restores the factory system configuration settings to the computer after rebooting. Does not apply to options in the Security menu. Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Table 5-2 Computer Setup—Security (continued) Option Description 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. ● ClearTPM Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned off. To temporarily suspend TPM operations, turn the TPM off instead of clearing it.
Table 5-2 Computer Setup—Security (continued) Option Description NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system. CAUTION: Be aware that these settings take place immediately. A save is not necessary. CAUTION: Be sure to document the DriveLock password. Losing a DriveLock password will render a drive permanently locked. After you select a drive, the following options are available: Set DriveLock Master Password.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading NOTE: If the system is configured to ‘Power On from Keyboard Ports’ (see Power Management Options), then this setting is forced to ‘Power On’. ● Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors, warnings, and password prompts during boot up are suppressed. ● Prompt on Memory Size Change. Default is enabled. ● Prompt on Fixed Storage Change. Default is disabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled. Virtualization Technology for Directed I/O (VTd) (Intel only) Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the computer off and then back on. Default is disabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Interrupt B Lets you specify the address. Default is enabled. Lets you disable the following ports (default is enabled): ● SATA connectors ● Front USB ports ● Rear USB ports ● USB Legacy Port Charging Enables USB charging port capability when the system is in hibernate or shutdown state. ● Front USB Type-C Downstream Charging Enables USB charging port capability when the system is in hibernate or shutdown state.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading PCI Express Power Management (enable/disable) Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter lower power states while not in use. Default is enabled. Unique Sleep State Blink Rates (enable/disable) This feature is designed to provide a visual indication of what sleep state the system is in. Each sleep state has a unique blink pattern. Default is disabled.
Computer Setup—UEFI Drivers Lets you restart the computer into the 3rd Party Option ROM Management application. You can start this application directly by pressing F3 during startup. Recovering the Configuration Settings This method of recovery requires that you first perform the Save to Removable Media command with the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 64 in the Computer Setup—File table.
6 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.
3. Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. 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.
7 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.
● Be in front of your computer when you call. ● Write down the computer serial number and product ID number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed. ● Restore the system from the Recovery Disc Set that you created or restore the system to its original factory condition in System Software Requirement Disks (SSRD).
Solving general problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
Computer date and time display is incorrect. Cause Solution To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel. There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1. Check the Computer Setup settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers). 2.
Poor performance. Cause Solution 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup: In Windows 7: a. Go to Start > All Programs > Accessories > Run b. Type msconfig, and then press Enter. c. On the Startup tab of the System Configuration Utility, clear applications that you do not want to launch automatically, and the click OK.
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 7, click Start, click Computer, and right-click on a drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on a drive, select Properties, and then select the Tools tab.
Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard drive may have been damaged. ▲ Perform Drive Protection System (DPS) testing in system ROM. System files missing or not properly installed. 1. Insert bootable media and restart the computer. 2. Boot to the windows installation media and select the recovery option. If only a restore kit is available, then select the File Backup Program option, and then restore the system. 3.
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.
Sound does not come out of the speaker or headphones. Cause Solution The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the computer. The rear audio jack output is the green receptacle. The speakers should be plugged into the line-out jack and the headphones should be plugged into the headphone jack. External speakers plugged into the wrong audio jack on a recently installed sound card.
Line-in jack is not functioning properly. Cause Solution Jack has been reconfigured in the audio driver or application software. In the audio driver or application software, reconfigure the jack or set the jack to its default value. There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than speakers. Some graphics cards support audio over the DisplayPort connection (if applicable), so multiple audio devices may be listed in Device Manager.
Printer will not turn on. Cause Solution The cables may not be connected properly. Reconnect all cables and check the power cord and electrical outlet. Printer prints garbled information. Cause Solution The correct printer driver for the application is not installed. Install the correct printer driver for the application. The cables may not be connected properly. Reconnect all cables. Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it back on.
Keyboard commands and typing are not recognized by the computer. Cause Solution CAUTION: When attempting to resume from Sleep date, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged into the back of the computer. Shut down the computer using the keyboard. Windows 7: 1.
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. If you install a non-plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the instructions that appear on the screen.
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 No active network is detected. Check cabling and network equipment for proper connection. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
Table 7-2 Solving Network Problems (continued) Diagnostics passes, but the computer does not communicate with the network. Cause Solution To access Control Panel in Windows 7, click Start, and then select Control Panel. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel from the list of applications. Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers.
System setup utility reports unprogrammed EEPROM. Cause Solution Unprogrammed EEPROM. Contact an authorized service provider. Solving memory problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings).
Insufficient memory error during operation. Cause Solution Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any TSRs that you do not need. You have run out of memory for the application. Check the memory requirements for the application or add more memory to the computer. 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.
Drive not found (identified). Cause Solution If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options. The device is attached to a SATA port that has been hidden in Computer Setup. Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Advanced > Port Options. Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most computer stores. Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager.
System will not boot from USB flash drive. Cause Solution Boot order is not correct. Run the Computer Setup utility and change boot sequence in Advanced > Boot Options. Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable media in Advanced > Boot Options. Ensure USB is enabled in Storage > Boot Order. The computer boots to DOS after making a bootable flash drive. Cause Solution Flash drive is bootable.
Solving Internet access problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table. Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance. Web browser is not set up properly. Verify that the Web browser is installed and set up to work with your ISP.
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.
8 Backing up, restoring, and recovering Backing up, restoring, and recovering in Windows 10 This chapter provides information about the following processes. The information in the chapter is standard procedure for most products. ● Creating recovery media and backups ● Restoring and recovering your system For additional information, refer to the HP support assistant app. ▲ Type support in the taskbar search box, and then select the HP Support Assistant app.
You can use Windows tools to create system restore points and create backups of personal information, see Using Windows tools on page 103. ● If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery Manager to create recovery media after you successfully set up the computer. HP Recovery media can be used to perform system recovery if the hard drive becomes corrupted.
Restore and recovery There are several options for recovering your system. Choose the method that best matches your situation and level of expertise: IMPORTANT: ● Windows offers several options for restoring from backup, refreshing the computer, and resetting the computer to its original state. For more information see the Get started app. ▲ ● Not all methods are available on all products. Select the Start button, and then select the Get started app.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before beginning recovery, back up any personal data you want to retain. Using HP Recovery media, you can choose from one of the following recovery options: NOTE: Only the options available for your computer display when you start the recovery process. ● System Recovery—Reinstalls the original operating system, and then configures the settings for the programs that were installed at the factory.
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: IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before beginning these steps. 1. Insert the HP Recovery media. 2.
Creating recovery media and backups Recovery after a system failure is only as good as your most recent backup. 1. After you successfully set up the computer, create HP Recovery media. This step creates a Windows 7 operating system DVD and a Driver Recovery DVD. The Windows DVD can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. The Driver Recovery DVD installs specific drivers and applications.
1. Select Start, select All Programs, select Productivity and Tools, and then select HP Recovery Disc Creator. 2. Select Windows disk. 3. From the drop-down menu, select the drive for burning the recovery media. 4. Click the Create button to start the burning process. After the Windows 7 operating system DVD has been created, create the Driver Recovery DVD: 1. Select Start, select All Programs, select Productivity and Tools, and then select HP Recovery Disc Creator. 2. Select Driver disk. 3.
● Windows recovery tools: You can use Windows Backup and Restore to recover information you have previously backed up. You can also use Windows Startup Repair to fix problems that might prevent Windows from starting correctly. ● f11 recovery tools (select products only): You can use the f11 recovery tools to recover your original hard drive image. The image includes the Windows operating system and software programs installed at the factory.
NOTE: For additional information on recovering information using the Windows tools, select Start, and then select Help and Support. Using f11 recovery tools (select products only) CAUTION: Using f11 completely erases hard drive contents and reformats the hard drive. All files that you have created and any software that you have installed on the computer are permanently removed. The f11 recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory.
After the repair is completed: 1. Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD. 2. Install the Hardware Enabling Drivers first, and then install Recommended Applications.
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 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.
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: 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 and any other external equipment connected to the computer.
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 Item Value Dimensions Without stand Width 21.2 in (539.6 mm) Depth 2.12 in (53.8 mm) Height 13.46 in (341.79 mm) Adjust Height Stand (at 0 degrees) Reclining Stand (at 0 degrees) 21.2 in (539.6 mm) 21.2 in (539.6 mm) 7.1 in (180.28 mm) 10.3 in (261.8 mm) 18.4 in (467.7 mm) 10.63 in (269.98 mm) Approximate Weight With touch panel 13.29 lb (6.03 kg) 19.24 lb (8.73 kg) 21.12 lb (9.58 kg) Without touch panel 13.51 lb (6.13 kg)– 13.62 lbs (6.18 kg) 19.46 lb (8.
Index A access panel locked 79 removing 21 adjustable height stand removing 20 administrator password 119 antenna removing 59 audible codes 117 audio board removing 54 audio problems 86 B backup and recovery, Windows 7 106 Backup and Restore 108 backups creating 108 recovering 109 battery disposal 18 battery replacement 30 beep codes 117 BIOS clearing and resetting 121 boot order changing 106 booting options Full Boot 112 Quick Boot 112 bottom components 4 C cable management 18 cables connecting 61 cautions
HP Recovery partition checking for presence 110 recovery 105 removing 106 using for recovery 110 HP Sure Start 129 I installing battery 30 optical drive 24 Internet access problems 100 IR webcam components 2 K keyboard cleaning 16 illustrated 11 keyboard problems 89 L labels Certificate of Authenticity electronic 1 location 5 Microsoft Certificate of Authenticity 5 serial number 5 service 5 5 M M.
power supply 45 preparing to disassemble the computer 19 rear I/O cover 47 rear I/O panel 48 speakers 55 system board 50 thermal module 35 VESA mounting bracket/fan assembly 43 webcam module 40 WLAN module 31 removing 2.
