Maintenance & Service Guide HP 402 G1 Small Form Factor Business PC
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Intel and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Bluetooth is a trademark owned by its proprietor and used by Hewlett-Packard Company under license. Microsoft, Windows, WIndows 7, and Windows 8 are U.S. registered trademarks of the Microsoft group of companies. SD Logo is a trademark of its proprietor.
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 Front panel components .......................................................................................................................................
Tools and software requirements .................................................................................................... 12 Screws ............................................................................................................................................... 12 Cables and connectors ...................................................................................................................... 13 Hard drives ..................................................................
Solving hard drive problems ............................................................................................................................... 64 Solving media card reader problems .................................................................................................................. 66 Solving display problems .................................................................................................................................... 67 Solving audio problems ................
Appendix A Power Cord Set Requirements ...................................................................................................... 106 General requirements ....................................................................................................................................... 106 Japanese Power Cord Requirements ................................................................................................................ 106 Country-specific requirements .........................
1 Product features Standard configuration features Features may vary depending on the model. For a complete listing of the hardware and software installed in the computer, run the diagnostic utility (included on some computer models only). NOTE: This computer model can be used in a tower orientation or a desktop orientation. Front panel components Drive configuration may vary by model. 1 Slim optical disc drive (optional) 5 USB 2.0 Port (black) 2 USB 2.
Rear panel components 1 Power Cord Connector 8 DVI-D Monitor Connector (white) 2 Serial Connector (green) 9 VGA Monitor Connector (blue) 3 RJ-45 Network Connector 10 USB 2.0 Ports (black) 4 PCI x16 Expansion Card Slot Cover 11 USB 3.
2 Activating and customizing the software Activating and customizing the software in Windows 8 Additional information is available in online help after you activate the operating system. NOTE: Be sure there is a 10.2 cm (4 inch) clearance at the back of the unit and above the monitor to permit the required airflow. Activating the Windows operating system The first time you turn on the computer, the operating system is set up and activated automatically. This process takes about 5 to 10 minutes.
3 Illustrated parts catalog Major components 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 Component (1) Access panel (2) System board (includes replacement thermal material): For use in models without Windows 8 For use in models with Windows 8 Standard For use in models with Windows 8 Professional (3) Front bezel (4) Fan sink (5) Power supply, 250 W Processors Intel Core i5-4670 processor (3.4-GHz processor with 6-MB L3 cache) Intel Core i5-4570 processor (3.2-GHz processor with 6-MB L3 cache) Intel Core i3-4330 processor (3.
Mass storage devices Item Hard drives 1-TB, 7200 rpm, 3.5 inch 500-GB, 7200 rpm, 3.
4 Serial ATA (SATA) drive guidelines and routine care 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.
SMART ATA drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers have built-in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is imminent, it generates a fault alert.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging. ● Keep electrostatic sensitive parts in their containers until they arrive at static-free stations. ● Place items on a grounded surface before removing them from their container. ● Always be properly grounded when touching a sensitive component or assembly.
Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include: ● 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
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. Always unplug the computer when cleaning with liquids or damp cloths. 4. Always unplug the computer before cleaning the keyboard, mouse, or air vents. 5. Disconnect the keyboard before cleaning it. 6.
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. Use tweezers to remove any fibers or dirt in confined areas. Allow the parts to air dry before reassembly.
Cables and connectors Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts being removed or replaced.
5 Removal and replacement procedures The following sections provide information about disassembling various components of the computer. 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.
Access panel The computer has one main access panel that allows access to internal components. It is secured with two thumbscrews. To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Unscrew the two screws on the rear of the computer. 3. Slide the panel back (1) and lift if off the computer (2). To replace the access panel, reverse the removal procedures.
Installing and removing drives Description 1-TB, 7200 rpm, 3.5 inch hard drive 500-GB, 7200 rpm, 3.5 inch hard drive Hard drive screw bumper When installing drives, follow these guidelines: ● The Serial ATA (SATA) hard drive must be connected to the SATA connector on the system board labeled SATA1. ● Connect an optical disc drive to the SATA connector on the system board labeled SATA2. ● The power cable for the drives is a dual-headed cable coming from the power supply.
3. Disconnect the power cable and data cable from the rear of the optical disc drive. CAUTION: When removing the cables, pull the tab or connector instead of the cable itself to avoid damaging the cable. 4. Unfasten the screw securing the optical disc drive cage to the chassis. Retain the screw. 5. Press the both sides optical disk drive latch to release the optical disc drive cage and slide the cage away from the edge of the chassis. 6. Lift the optical disc drive cage out of the chassis.
18 7. Open the latch on the side of the optical disc drive cage. 8. Push the optical disc drive out through the front of the cage.
Installing a slim optical disc drive 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3. Be sure both the optical disc drive and the cage are right side up and slide the rear of the optical disc drive into through the front of the drive cage. 4. When the optical disc drive is positioned correctly, close the latch on the side of the drive cage.
20 6. Align the latch on the front edge of the optical disc drive cage with the slots on the front edge of the chassis. Hold both sides of the latch down and slide the drive cage forward until the latch engages. 7. Fasten the screw to secure the optical disc drive cage to the chassis. 8. Connect the power and data cables to the rear of the optical disc drive.
9. Connect the opposite end of the data cable to the SATA2 connector on the system board. 10. Replace the computer access panel. 11. Reconnect the power cord and any external devices, then turn on the computer. 12. Lock any security devices that were disengaged when the access panel was removed. Removing and replacing a 3.5-inch hard drive NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you can transfer the data to the new hard drive. 1.
5. Press the tab to disengage the latch securing the hard drive in place. 6. Slide the hard drive away from the edge of the chassis to disengage the hard drive cage, and then lift it out of the chassis. 7. Open the latch on the side of the hard drive cage. 8. Remove the two screws from the side of the hard drive cage, and then slide the hard drive out of the cage. Retain the screws to use on the new hard drive.
9. Slide the new hard drive all the way into the hard drive cage. Be sure the hard drive is positioned properly. The latch tab that secured the hard drive cage to the chassis is on the bottom side of the drive cage. The bottom of the hard drive should be on the same side as the tab and the connectors should be visible on the opposite end from the tab. 10. Close the latch on the side of the hard drive cage. Be sure the latch is engaged by attempting to move the hard drive within the cage.
13. Set the cage down and slide it left to engage the clips on the chassis beneath the cage. Be sure the cage latch slides over and engages the chassis tab to lock the hard drive cage in place. 14. Connect the power cable and data cable to the back of the hard drive. 15. Connect the opposite end of the data cable to the SATA1 connector on the system board. 16. Replace the slim optical disc drive. For instructions, go to Installing a slim optical disc drive on page 19. 17. Replace the access panel. 18.
Front bezel To remove the front bezel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3. Disconnect the gray cables from the system board connectors labeled F AUDIO and F SS USB. 4. Disconnect the two blue and white and one orange and white cables from the connector labeled F PANEL. 5. Lift the two tabs (1) that secure the bezel to the computer. 6.
PWR LED: upper left PWR SW: upper right HDD LED: lower left 26 Chapter 5 Removal and replacement procedures
Memory Description 8-GB memory module (PC3-12800) 4GB memory module (PC3-12800) There are two DIMM sockets on the system board, with one socket per channel. The sockets are labeled DIMM1 and DIMM2. Socket DIMM1 operates in memory channel B. Socket DIMM2 operates in memory channel A. The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending on how the DIMMs are installed.
3. Locate the DIMM sockets. 4. 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. 5. Push the module down into the socket, ensuring that the module is fully inserted and properly seated. Make sure the latches are in the closed position (3). 6. Repeat steps 7 and 8 to install an additional module. 7. Replace the access panel. 8.
Expansion cards The computer has one PCI Express x1 expansion slot, one PCI Express x16 expansion slot, and two PCI expansion slots. NOTE: The PCI Express slots support only low profile cards. You can install a PCI Express x1, x4, x8, or x16 expansion card in the PCI Express x16 slot. For dual graphics card configurations, the first (primary) card must be installed in the PCI Express x16 slot. To remove, replace, or add an expansion card: 1.
6. Store the removed card in anti-static packaging. 7. If you are not installing a new expansion card in the PCI x16 expansion slot, install the expansion slot cover to close the open slot. CAUTION: After removing an expansion card, you must replace it with a new card or expansion slot cover for proper cooling of internal components during operation. 8.
Fan The fan is mounted to the right side of the computer with four Phillips screws. To remove the fan: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3. From the outside, right side of the computer, remove the four Phillips screws that secure the fan to the computer.
4. From the inside of the computer, disconnect the fan cable from the system board connector labeled SYS FAN1 (1), and then remove the fan from the computer (2). To install the fan, reverse the removal procedures.
RTC battery The battery is located in the memory compartment. 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.
Fan sink The fan sink is mounted above the processor and is secured with four captive Phillips screws. To remove the fan sink: 34 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3. Disconnect the fan sink cable from the system board connector labeled CPU FAN (1). 4. Loosen the four Phillips screws (2) that secure the fan sink to the computer.
5. Lift the fan sink from the computer. To install the fan sink, reverse the removal procedures.
Processor NOTE: All processor spare part kits include replacement thermal material. Description Intel Core i5-4670 processor (3.4-GHz processor with 6-MB L3 cache) Intel Core i5-4570 processor (3.2-GHz processor with 6-MB L3 cache) Intel Core i3-4330 processor (3.5-GHz processor with 4-MB L3 cache) Intel Core i3-4130 processor (3.4-GHz processor with 3-MB L3 cache) Intel Pentium G3420 processor (3.2-GHz processor with 3-MB L3 cache) Intel Pentium G3220 processor (3.
3. Lift the processor (3) straight up and remove it. 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. NOTE: The gold triangle on the processor must be aligned with the triangle embossed on the processor slot when you install the processor. Reverse this procedure to install the processor.
Power supply The power supply is secured to the back of the computer with three Phillips screws. Two cables connect to the system board. To remove the power supply: 38 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3. Disconnect the cables from the system board connectors labeled ATX POWER and ATX CPU. 4. Disconnect the power connector from the rear of the power supply (1). 5.
6. From the inside of the computer, pull the power supply into the computer, and then lift the power supply out of the computer. To install the power supply, reverse the removal procedures.
System board NOTE: All system board spare part kits include replacement thermal material. NOTE: System board appearance may vary. Description System board for use in models without Windows 8 System board for use in models with Windows 8 Standard System board for use in models with Windows 8 Professional To remove the system board: 40 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 14). 2. Remove the access panel (see Access panel on page 15). 3.
7. Remove the six Phillips screws that secure the system board to the computer. 8. Remove the system board. To install the system board, reverse the removal procedures. Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the affected computer. Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate the system) or a system recovery failure. To update SMBIOS information in Computer Setup: 1.
5. If necessary, press Ctrl+A to initiate edit mode. 6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be edited. System ID Setup Page Setup Field Name Comment Label Product Name Enter the Model name/number or marketing name. Flexbuild Serial Number Enter the Serial Number of Unit. Support SKU Number Enter the SKU or Product Number including Localization Code.
System board callouts Sys Bd Label Component Sys Bd Label Component ATXCPU 4-pin processor power LPT Printer port connector PROCESSOR Processor SPDIF_OUT S/PDIF connector CPUFAN Processor fan F_AUDIO Front I/O - audio connector XMM1 Memory module PCI 2 PCI expansion port XMM2 Memory module PCI 1 PCI expansion port ATXPOWER 24-pin main power PCIE X1 PCIe x1 Expansion port SYSFAN1 Chassis fan PCIE X16 PCIe x16 expansion port System board 43
44 F_SS_USB Front I/O - USB connector AUDIO Headphone and microphone jacks BATTERY RTC battery LAN+USB Network connector and USB ports SATA2 Optical drive USB USB ports SATA1 Hard drive VGA VGA connector CMOS+PW Reset CMOS and system password DVI/COM1 DVI and serial connectors COM2 External media connector PS2 Mouse and keyboard Chapter 5 Removal and replacement procedures
6 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change factory default settings. ● Set the system date and time. ● Set, view, change, or verify 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.
Using Computer Setup (F10) Utilities Computer Setup can be accessed only by turning the computer on or restarting the system. To access the Computer Setup Utilities menu, complete the following steps: 1. Turn on or restart the computer. 2. Repeatedly press F10 when the monitor light turns green to access the utility. You can also press Esc to a menu that allows you to access different options available at startup, including the Computer Setup utility.
Computer Setup—File NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 6-3 Computer Setup—Storage Option Description Device Configuration Lists all installed BIOS-controlled storage devices. When a device is selected, detailed information and options are displayed. The following options may be presented: ● Hard Disk: Size, model, firmware version, serial number, connector color.
Table 6-3 Computer Setup—Storage (continued) NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has started. Shortcut to Temporarily Override Boot Order To boot one time from a device other than the default device specified in Boot Order, restart the computer and press Esc (to access the boot menu) and then F9 (Boot Order), or only F9 (skipping the boot menu) when the monitor light turns green. After POST is completed, a list of bootable devices is displayed.
Table 6-4 Computer Setup—Security (continued) Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for: ● Embedded security device ● System audio ● USB controller (varies by model) ● Network controller NOTE: USB Security You must disable AMT before trying to hide the network controller.
Table 6-4 Computer Setup—Security (continued) CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you are confident that the current bootable disk's MBR has been corrupted or infected with a virus. System Security (these options are hardware dependent) Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches.
Table 6-4 Computer Setup—Security (continued) entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during a subsequent cold-boot sequence. NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system. Secure Boot Configuration This is a feature of Windows 8. ● Legacy Support—Enable/Disable.
Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 6-5 Computer Setup—Power Option Description OS Power Management ● Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the processors power consumption when the processor is idle. Default is extended. ● Runtime Power Management— Enable/Disable.
Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 6-6 Computer Setup—Advanced (for advanced users) Option Heading Power-On Options Allows you to set: ● POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days). ◦ QuickBoot (default) = Do not clear memory or perform a memory test. ◦ FullBoot = Memory test (count) on cold boot. Clears memory on all boots. ◦ Clear Memory = No memory count on cold boot.
Table 6-6 Computer Setup—Advanced (for advanced users) (continued) Bus Options Device Options Allows you to enable or disable: ● PCI SERR# Generation. Default is enabled. ● PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only needed when more than one graphics controller is installed. Default is disabled. Allows you to set: ● Printer mode (Bi-Directional, EPP + ECP, Output Only). ECP = Enhanced Capabilities Port, EPP = Enhanced Parallel Port.
Table 6-6 Computer Setup—Advanced (for advanced users) (continued) ● Watchdog Timer (enable/disable). Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers are not deactivated. BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during execution if the alert is sent to the management console. An operating system alert is deactivated by the operating system image and would indicate that a hang occurred during its initialization.
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.
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 or contact an authorized dealer or reseller for RTC battery replacement. To access Control Panel in Windows 8, from the Start screen, type c, and then select Control Panel from the list of applications. Cursor will not move using the arrow keys on the keypad. Cause Solution The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you want to use the arrow keys on the keypad.
Table 7-1 Solving General Problems (continued) Poor performance. Cause Solution 3. Make sure the processor heat sink is installed properly. Hard drive is full. Transfer data from the hard drive to create more space on the hard drive. Low on memory. Add more memory. 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.
System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: 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.
Solving power problems Common causes and solutions for power problems are listed in the following table. Table 7-2 Solving Power Problems 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 Table 7-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. In Windows 8, on the Start screen type e, and then select File Explorer from the list of applications. In the left column, expand Computer, 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.
Table 7-3 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution 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. 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 Storage > Boot Order list.
Solving media card reader problems Table 7-4 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.
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.
Table 7-5 Solving Display Problems (continued) Blank screen (no video). Cause Solution Monitor settings in the computer are not compatible with the monitor. 1. In Control Panel, select Category from the View by list, then under Appearance and Personalization, select Adjust screen resolution. To access Control Panel in Windows 8, from the Start screen, type c, and then select Control Panel from the list of applications. 2. Monitor is configured to use an input that is not active.
Monitor does not function properly when used with energy saver features. Cause Solution Monitor without energy saver capabilities is being used with energy saver features enabled. Disable monitor energy saver feature. 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.
“No Connection, Check Signal Cable” displays on screen. Cause Solution Monitor video cable is disconnected. Connect the video cable between the monitor and computer. CAUTION: Ensure that the computer power is off while connecting the video cable. “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.
Certain typed symbols do not appear correct. Cause Solution The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate symbol. You can copy the symbol from the Character Map into a document. In Windows 8, on the Start screen, type ch, and then select Character Map from the list of applications.
Table 7-6 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. 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. Make sure the correct device is being used.
Table 7-6 Solving Audio Problems (continued) There is no sound or sound volume is too low. 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.
Printer will not print. Cause Solution The printer may be out of paper. Check the paper tray and refill it if it is empty. Solving keyboard and mouse problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Table 7-8 Solving Keyboard Problems A wireless keyboard/mouse is not working correctly.
Table 7-9 Solving Mouse Problems 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 8: 1. Press the Windows logo + l to open the Settings charm. 2. Use the arrow keys to select Power, and then press Enter. 3. Use the arrow keys to select Shut Down, and then press Enter. 4.
Table 7-10 Solving Hardware Installation Problems A new device is not recognized as part of the system. Cause Solution Device is not seated or connected properly. Ensure that the device is properly and securely connected and that pins in the connector are not bent down. Cable(s) of new external device are loose or power cables are unplugged. Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down.
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 NOTE: DIMM1 or XMM1 must always be installed. On all computers except the USDT, DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4 3. Replace third-party memory with HP memory. 4. Replace the system board.
Table 7-11 Solving Network Problems (continued) Wake-on-LAN feature is not functioning. Cause Solution S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup. Select Advanced > Device Options > S5 Wake on LAN. Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 8: 1. From the Start screen, type c, and then select Control Panel from the list of applications. 2. Select Network and Sharing Center, and then click the Ethernet link next to the connection.
Table 7-11 Solving Network Problems (continued) Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution To access Device Manager in Windows 8, from the Start screen, type c, select Control Panel from the list of applications, and then select Device Manager. Network driver is not properly loaded. Reinstall network drivers. System cannot autosense the network.
Table 7-11 Solving Network Problems (continued) Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. The expansion board installed is a network card (NIC) and conflicts with the embedded NIC. Under the Computer Setup Advanced menu, change the resource settings for the board.
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 CD-ROM and DVD problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Table 7-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive. Cause Solution The device is attached to a SATA port that has been hidden in the Computer Setup utility.
Movie will not play in the DVD drive. Cause Solution Movie may be regionalized for a different country. See the documentation that came with the DVD drive. Decoder software is not installed. Install decoder software. Damaged media. Replace media. Movie rating locked out by parental lock. Use DVD software to remove parental lock. Media installed upside down. Reinstall media. Cannot eject compact disc (tray-load unit). Cause Solution Disc not properly seated in the drive.
Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. Table 7-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows. USB flash drive not found (identified).
A USB device, headphone, or microphone is not recognized by the computer. Cause Solution The device does not have power. If the USB device requires AC power, be sure one end is connected to the device and one end is connected to a live outlet. The correct device driver is not installed. 1. Install the correct driver for the device. 2. You might need to reboot the computer. 1. If possible, replace the cable. 2. Restart the computer. 1. Replace the device. 2. Restart the computer.
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. 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.
“Illegal Operation has Occurred” error message is displayed. Cause Solution Software being used is not Microsoft-certified for your version of Windows. Verify that the software is certified by Microsoft for your version of Windows (see program packaging for this information). Configuration files are corrupt. If possible, save all data, close all programs, and restart the computer. Contacting customer support For help and service, contact an authorized reseller or dealer.
8 HP PC Hardware Diagnostics To help troubleshoot and diagnose failures, use the UEFI-based hardware diagnostic solution that HP includes on all products. This tool can even be used if the computer will not boot to the operating system. Why run HP PC Hardware Diagnostics – UEFI The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite the support process when issues are found. The tools save time by pinpointing the component that needs to be replaced.
1. Go to http://www.hp.com. 2. Point to Support, located at the top of the page, and then click Download Drivers. 3. In the text box, enter the product name, and then click Go. – or – Click Find Now to let HP automatically detect your product. 90 4. Select your computer model, and then select your operating system. 5. In the Diagnostic section, click HP UEFI Support Environment. 6. Click Download, and then select Run.
9 Backup and Recovery Backup and recovery in Windows 8 To protect your information, use Windows Backup and Restore to back up individual files and folders, back up your entire hard drive, create system repair media, or create system restore points. In case of system failure, you can use the backup files to restore the contents of your computer. From the Start screen, type restore, click Settings, and then select from the list of displayed options.
Performing a system recovery In case of system failure or instability, the computer provides the following tools to recover your files: ● Windows recovery tools: You can use Windows Backup and Restore to recover information you have previously backed up. You can also use Windows Automatic Repair to fix problems that might prevent Windows from starting correctly. ● f11 recovery tools: You can use the f11 recovery tools to recover your original hard drive image.
Using f11 recovery tools 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. Software not installed at the factory must be reinstalled. To recover the original hard drive image using f11: 1. If possible, back up all personal files. 2.
10 POST Error Messages 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. If a POST error occurs, the screen will display the error message.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action contact an authorized dealer or reseller for RTC battery replacement. 163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS jumper if applicable. 164-MemorySize Error Memory amount has changed since the last boot (memory added or removed). Press the F1 key to save the memory changes. 164-MemorySize Error Memory configuration incorrect. 1.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message 501-Display Adapter Failure Graphics display controller. Recommended action 3. Replace the keyboard. 4. Replace the system board. 1. Reseat the graphics card (if applicable). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 103.) 3. Verify monitor is attached and turned on. 4. Replace the graphics card (if possible). 510-Flash Screen Image Corrupted Flash Screen image has errors.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1152-Serial Port B Address Conflict Detected Both external and internal serial ports are assigned to COM2. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 103.) 2. Reconfigure card resources and/or run Computer Setup or Windows utilities. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 103.) 2.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message 2202-PMM Deallocation Error during MEBx cleanup 2203-Setup error during MEBx execution 2204-Inventory error during MEBx execution 2205-Interface error during MEBx execution 98 Description Memory error during POST execution of the Management Engine (ME) BIOS Extensions option ROM. MEBx selection or exit resulted in a setup failure. BIOS information passed to the MEBx resulted in a failure.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2217-ME Firmware Version request failure ME firmware is not properly responding to BIOS query for version information. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version and ME firmware version. 3. If the error still persists, replace the system board. 1. Update to the latest ME firmware version. 2.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 3. If the error still persists, replace the system board. Special system configurations with reduced ME firmware image require BIOS control of ME firmware upgrading. A failure has occurred after the ME firmware update process in which the BIOS could not relock the ME firmware region. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version and ME firmware version.
Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Red Power LED flashes two times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Beeps 2 Possible Cause Recommended Action Processor thermal protection activated: 1. Ensure that the computer air vents are not blocked and the processor cooling fan is running. 2. Open hood, press power button, and see if the processor fan spins.
Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes seven times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 7 System board failure (ROM detected failure prior to video). Replace the system board. Red Power LED flashes eight times, once every second, followed by a two second pause.
11 Password Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup.
Resetting the Setup and Power-on password To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 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.
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. 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.
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 Volatility HP confirms that Intel-based business desktop HP ProDesk 402 G1 Tower, Small Form Factor & Ultra Slim desktop systems contain DDR3 volatile memory (memory amount depends on the customer configuration).
10. To clear the Setup or Power-On passwords if set, and clear any other settings, power down the computer and remove the AC power cord and the computer hood. 11. Locate the green two pin password jumper on header E49 (labeled PSWD) and remove it. 12. Remove the AC power, wait 10 seconds until the unit AC power has drained out, then press the clear CMOS button. This is typically a yellow push button (labeled CMOS). 13. Replace the hood and AC power cord and turn the computer on.
C Specifications Specifications Dimensions Height 12.96 in 329 mm Width 18.51 in 470 mm Depth 2.83 in 72 mm 12 lbs 5.
Index A access panel removing 15 spare part number 5 access panel, locked 60 audible codes 100 audio problems 71 B Backup and Restore 91 battery disposal 13 battery replacement 33 booting options Full Boot 94 C cable pinouts SATA data 7 cautions AC power 7 cables 13 electrostatic discharge 8 keyboard cleaning 11 keyboard keys 12 CD-ROM or DVD problems 83 cleaning computer 11 mouse 12 safety precautions 11 CMOS backing up 103 clearing and resetting 104 computer cleaning 11 country power cord set requirements
optical disc drive installation 19 removal 16 optical drive spare part number 6 optical drive problems 83 overheating, prevention 10 P password clearing 103 power-on 103 setup 103 POST error messages 94 power cord set requirements country specific 107 power problems 63 power supply 110 removing 38 spare part number 5 power-on password 103 printer problems 73 problems audio 71 CD-ROM or DVD 83 flash drive 85 front panel 85 general 59 hard drive 64 hardware installation 75 Internet access 86 keyboard 74 Media
