Maintenance and Service Guide HP EliteDesk 800 G3 Desktop Mini HP ProDesk 600 G3 Desktop Mini HP ProDesk 400 G3 Desktop Mini
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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 (EliteDesk 800 and ProDesk 600) .................................................................................
SATA hard drive cables ......................................................................................................................................... 18 SATA data cable ................................................................................................................................. 18 SMART ATA drives ................................................................................................................................................ 18 Cable management .................
Recovering the Configuration Settings ............................................................................................................... 68 6 Troubleshooting without diagnostics ............................................................................................................ 69 Safety and comfort .............................................................................................................................................. 69 Before you call for technical support ......
System Restore ............................................................................................................................... 112 System Recovery ............................................................................................................................. 112 System Recovery when Windows is responding .......................................................... 113 System Recovery when Windows is not responding ....................................................
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. The tower stand is sold separately.
Front panel components (ProDesk 400) NOTE: Item Your computer model may look slightly different from the illustration in this section. Icon Component Item Icon Component 1 USB 3.x port 4 Audio-out (headset)/Audio-in (microphone) combo jack 2 USB 3.
Rear panel components (EliteDesk 800, and ProDesk 600) NOTE: Item 1 Your computer model may look slightly different from the illustration in this section. Icon Component Item Antenna cover 7 Icon Component Optional port (DisplayPort, HDMI, VGA, Serial or USB-CTM) (USB-CTM option has alt mode DisplayPort or 15W output) NOTE: The DisplayPort is optional and may be replaced with one of the following ports: HDMI, VGA, USB Type-C alternate mode, or serial port. 2 Cover lock switch 8 USB 3.
Rear panel components (ProDesk 400) NOTE: Item Your computer model may look slightly different from the illustration in this section. Icon Component Item Icon Component 1 Antenna cover 7 Serial port (black) 2 Thumbscrew 8 DisplayPort (optional) NOTE: The DisplayPort is optional and may be replaced with one of the following ports: HDMI, VGA, or serial port. 3 Security cable slot 9 USB 3.x ports (2) (black)* 4 External antenna connector 10 USB 2.
Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available for use when contacting support for assistance.
2 Illustrated parts catalog Desktop Mini (DM) chassis spare parts 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 90 W 65 W (6) Memory modules (DDR4-2400) 16-GB 8-GB 4-GB * Intel Processors (800, 600, 400 models; include replacement thermal material) Intel Core i7-7700, 65 W (800 G3 models only) Intel Core i7-7700T Intel Core i5-7600T Intel Core i5-7500, 65 W (800 G3 models only) Intel Core i5-7500T Intel Core i3-7320, 65 W (800 G3 models only) Intel Core i3-7300, 65 W (800 G3 models only) Intel Core i3-7300T Intel Core i3-7100, 65 W (800 G3 models only) Intel Core i3-7100T Intel Core i7-6700, 65
Cables * 8 Item Description (1) SATA cable * Adapter, DisplayPort to HDMI 1.4 * Adapter, DisplayPort to VGA * Adapter, DisplayPort to DVI * Adapter, USB-C to USB 3.
Misc parts Item Description (1) Fan For use with 65 W processors (800 G3 models only) For use with 35 W processors (2) Secondary hard drive fan (for use in EliteDesk 800 G3 65W models) (3) Heat sink For use with 65 W processors (800 G3 models only) For use with 35 W processors (4) Speaker (5) Thermal sensor (6) Option board, HDMI (7) Option board, serial port (8) Fan duct * Option board, DisplayPort (not illustrated) Desktop Mini (DM) chassis spare parts 9
Item Description * Option board, USB Type-C (not illustrated) * Option board, VGA (not illustrated) * Screw kit * Stand * Port cover * Dust filter * EPS bracket * HP Dual Head Keyed Cable Lock * HP Dual Head Keyed Cable Lock * Grommet, hard drive * WLAN modules: Intel 8265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 7265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 3168 802.11AC 2x2 Wi-Fi +Bluetooth M.
Item Description USB slim, grey Wireless keyboard, mouse, and receiver Washable USB Smart card Conferencing Antimicrobial * not illustrated Drives Description Hard drives, 2.5-inch 2 TB, 5400 rpm 1 TB, 7200 rpm 1 TB, 5400 rpm, SSHD (hybrid SSD) 500 GB, 7200 rpm 500 GB, 5400 rpm, SSHD (hybrid SSD) 500 GB, 7200 rpm, OPAL 2, SED 500 GB, 5400 rpm, FIPS-140-2, OPAL 2 Solid-state drives, 2.
3 Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
Preventing electrostatic damage to equipment Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric components and accessories. ● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwea
● Never cover the ventilation slots on the monitor with any type of material. ● Install or enable power management functions of the operating system or other software, including sleep states. Routine care General cleaning safety precautions 1. Never use solvents or flammable solutions to clean the computer. 2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use the cloth on the component. 3.
● If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is available through many electronic supply outlets. CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are improperly removed or installed, the keyboard may not function properly. ● Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be careful not to wipe away lubricants necessary for proper key functions.
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.
SATA hard drives Serial ATA Hard Drive Characteristics Number of pins/conductors in data cable 7/7 Number of pins in power cable 15 Maximum data cable length 39.37 in (100 cm) Data interface voltage differential 400-700 mV Drive voltages 3.3 V, 5 V, 12 V Jumpers for configuring drive N/A Data transfer rate 6.0 Gb/s SATA hard drive cables SATA data cable Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives.
Cable management Always follow good cable management practices when working inside the computer. ● Keep cables away from major heat sources like the heat sink. ● Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not designed to take excessive pressure on them. ● Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts are moved. ● When folding a flat ribbon cable, never fold to a sharp crease.
4 Removal and replacement procedures – desktop mini (DM) chassis Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. NOTE: HP continually improves and changes product parts.
Top cover 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Depending on the computer model, slide the cover lock switch (1) to the left , or loosen the thumbscrew (1) on the rear panel as shown in the following images. NOTE: If necessary, a Torx T-15 screwdriver may be used to loosen the thumbscrew. 3. Slide the access panel forward, and lift it off the computer (2). NOTE: Your computer model may look slightly different from the illustrations in this section.
Front bezel The front bezel is secured to the top cover by screws and tabs. The screws that secure the bezel to the top cover are in different locations depending on model. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Position the top cover upside-down so you can access the inside of the bezel. 4. Remove the two Torx screws (1) that secure the bezel to the top cover. 5.
Front bezel dust filter Some models are equipped with an optional front bezel dust filter. You must periodically clean the dust filter so that the dust collected on the filter does not impede air flow through the computer. NOTE: The optional front bezel dust filter is available from HP. To remove, clean, and replace the dust filter: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2.
Thermal sensor A thermal sensor installs into a connector on the system board near the front of the computer. To remove the thermal sensor: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Disconnect the thermal module from the system board connector labeled THERM. To install the thermal sensor, reverse the removal procedures.
Memory Description Memory module, 16-GB (PC4-2400) Memory module, 8-GB (PC4-2400) Memory module, 4-GB (PC4-2400) The computer comes with small outline, dual inline memory modules (SODIMMs). SODIMMs The computer comes with at least one small outline, dual in-line memory module (SODIMM). To achieve maximum memory support, you can populate the system board with up to 32 GB of memory. SODIMM specifications For proper system operation, the memory modules must adhere to the following specifications.
Populating SODIMM sockets There are two memory module slots on the system board, with one slot per channel. The sockets are labeled DIMM1 and DIMM3. The DIMM1 slot operates in memory channel B. The DIMM3 slot operates in memory channel A.
Replacing SODIMMs CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing memory modules while voltage is present may cause irreparable damage to the memory modules or system board. The memory module sockets have gold-plated metal contacts.
5. Slide the new memory module (1) into the slot at approximately a 30° angle, and press the memory module down (2) so that the latches lock it in place. NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory module slot. The computer automatically recognizes the additional memory when you turn on the computer.
Hard drive Description Hard drives, 2.5-inch 2 TB, 5400 rpm 1 TB, 7200 rpm 1 TB, 5400 rpm, SSHD (hybrid SSD) 500 GB, 7200 rpm 500 GB, 5400 rpm, SSHD (hybrid SSD) 500 GB, 7200 rpm, OPAL 2, SED 500 GB, 5400 rpm, FIPS-140-2, OPAL 2 Solid-state drives, 2.5-inch 512 GB, FIPS-140-2 256 GB, FIPS-140-2 256 GB 128 GB 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.
4. Slide the drive toward the rear of the chassis until it stops, and then lift the hard drive up and out of the cage (2). NOTE: The power cable from the system board is located in the drive cage and disconnects when the hard drive is removed. Reverse this procedure to replace the hard drive. Make sure that the hard drive is fully seated into the SATA connector BEFORE pushing down on the hard drive latch so that the latch will secure properly.
Hard drive cable The hard drive cable is secured with two Torx screws. To remove the hard drive cable: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the hard drive (Hard drive on page 29). 4. Disconnect the hard drive cable from the system board (1). 5. Remove the two Torx screws that secure the hard drive cable to the computer (2). 6. Lift the hard drive cable out of the computer (3).
Secondary fan (EliteDesk 800 G3 65 W models only) HP EliteDesk 800 G3 65 W models include a secondary fan installed under the hard drive. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the hard drive (Hard drive on page 29). 4. Disconnect the fan plug from the system board (1). 5. Remove the three screws (2) that secure the secondary fan to the computer. 6. Lift the fan out of the chassis (3).
Drive cage The drive cage is secured with three Phillips screws. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the hard drive (Hard drive on page 29). 4. Remove the three screws (1) that secure the hard drive cage to the chassis. 5. Lift the hard drive cage out of the chassis (2). To install the drive cage, reverse the removal procedure.
M.2 PCIe solid state drive (SSD) The M.2 solid-state drive is located under the hard drive cage. Description Solid-state drives (M.2, 2280, NVMe, TLC) 1 TB 128 GB solid-state drive (SSD), PCIe, 2280SS 512 GB 256 GB 34 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover Top cover on page 21. 3. Remove the hard drive (Hard drive on page 29). 4.
9. Remove the screw holder from the solid-state drive (3) for use on the replacement solid-state drive. To install a solid-state drive, reverse the removal procedures. M.
WLAN module Description Intel 8265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 7265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 3168 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro The WLAN module is secured with one Phillips screw and has two connected antennas. It is located under the hard drive cage. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3.
9. Grasp the WLAN module (3) by the sides and pull it out of the socket. To install the WLAN module, reverse the removal procedure. NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
External antenna The antennas route from the WLAN module to the cable connectors on the rear of the computer. To install the antennas: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the hard drive (Hard drive on page 29). 4. If your model is an EliteDesk 800 G3, remove the secondary fan (Secondary fan (EliteDesk 800 G3 65 W models only) on page 32). 5. Remove the drive cage (Drive cage on page 33). 6.
10. Insert a Phillips screwdriver in each knock-out feature and rotate (3) to remove the blank. 11. Feed the external antenna cable through each hole and screw the antenna into position. 12. Connect the external antenna cables to the WLAN module. Reverse the removal procedure to install the WLAN antennas and transceivers.
RTC battery The battery that comes with the computer provides power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt lithium coin cell battery. WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and burns if the battery is not handled properly. To reduce the risk of personal injury: Do not attempt to recharge the battery.
6. Locate the battery and battery holder on the system board. NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to remove and replace the battery. 7. Lift the battery out of the holder. 8. Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position.
Fan 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Rotate the top of the fan up using the front tab (1). 4. Slide the fan toward the front of the computer (2), and then disconnect the fan cable from the system board (3). 5. Remove the fan from the computer. To install the fan, reverse the removal procedure.
Heat sink The heat sink is secured with three captive Torx screws. Be sure to loosen the screws in the order indicated on the heat sink. A fan duct sits behind and partially on top of the heat sink. order indicated on the heat sink. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the fan (Fan on page 42). 4. Locate the fan duct that sits behind the heat sink and over one heat sink screw.
5. Remove the fan duct. 6. In the order indicated on the heat sink, loosen the three captive Torx screws. CAUTION: sink. Be sure the loosen the screws in the order indicated by the numbers stamped on the heat 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.
7. Lift the heat sink out of the computer. To replace the heat sink, reverse the removal procedures.
Processor Description Intel Core i7-7700, 65 W (800 G3 models only) Intel Core i7-7700T Intel Core i5-7600T Intel Core i5-7500, 65 W (800 G3 models only) Intel Core i5-7500T Intel Core i3-7320, 65 W (800 G3 models only) Intel Core i3-7300, 65 W (800 G3 models only) Intel Core i3-7300T Intel Core i3-7100, 65 W (800 G3 models only) Intel Core i3-7100T Intel Core i7-6700, 65 W (800 G3 models only) Intel Core i7-6700T Intel Core i5-6600, 65 W (800 G3 models only) Intel Core i5-6600T Intel Core i5-6500, 65 W (80
6. Raise and rotate the microprocessor retainer to its fully open position (2). 7. 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. The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor’s solder connections.
Speaker A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is secured by one Torx screw on the outside and tape on the inside. To remove the speaker: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the hard drive (Hard drive on page 29). 4. Remove the hard drive cage (Drive cage on page 33). 5.
Option board Description Option board, HDMI Option board, serial port Option board, DisplayPort Option board, USB Type-C Option board, VGA An option board can be installed near the back of the system board that provides an additional connector on the rear I/O panel. NOTE: The image in this section shows a serial port expansion board. To remove the option board: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3.
System board NOTE: All system board spare part kits include replacement thermal material. NOTE: System board appearance may vary. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the thermal sensor (Thermal sensor on page 24). 4. Remove the memory modules (Memory on page 25). 5. Remove the hard drive (Hard drive on page 29). 6. Remove the hard drive cable (Hard drive cable on page 31). 7.
To install the system board, reverse the removal procedures. NOTE: When replacing the system board, you must change the chassis serial number in the BIOS. 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.
System board callouts 52 Sys Bd Label Color Component Sys Bd Label Color Component SATA1 White Hard drive connector THERM White Thermal sensor PSWD Blue Password header and jumper SPKR White Speaker connector CPUFAN White Fan connector HSENSE White Hood sensor connector COMM_DP White Expansion board connector SSD Black Solid-state module socket PROCESSOR Silver Processor socket WLAN Black WLAN module socket DIMM3 Black Secondary memory socket CMOS Yellow CMOS reset
Internal WLAN antenna cable removal/installation The antennas route from the WLAN module to the cable connectors on the front and the rear of the computer. To install the antennas: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the top cover (Top cover on page 21). 3. Remove the thermal sensor (Thermal sensor on page 24). 4. Remove the memory modules (Memory on page 25). 5. Remove the hard drive (Hard drive on page 29). 6.
16. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover (1), and then rotating the cover off the computer (2). 17. Antenna transceivers are connected to the front and back of the computer as shown in the following image. 18. Remove the front transceiver from the inside of the computer by pressing the tab to disengage the transceiver and removing the transceiver.
19. Remove the rear transceiver from the inside of the computer by pressing the tab to disengage the transceiver and removing the transceiver. Reverse the removal procedure to install the WLAN antennas and transceivers.
Changing from desktop to tower configuration The computer can be used in a tower orientation with an optional tower stand that can be purchased from HP. 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Orient the computer so that its right side is facing up and place the computer in the optional stand. 3. Reconnect the AC power cord and any external devices, then turn on the computer. NOTE: Ensure at least 10.
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) Update System BIOS ● 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.com for BIOS Updates’ or ‘Check the Network for BIOS Updates’ The string that appears here depends on the setting in ‘BIOS Update Preferences’.
Table 5-1 Computer Setup—Main (continued) 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. Save Changes and Exit Saves changes to current system configuration, exits Computer Setup, and reboots. Suppress POST Errors Select to suppress most system messages during POST (Power-On Self Test).
Table 5-2 Computer Setup—Security (continued) 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. CAUTION: Clearing the TPM resets it to factory defaults and turns it off.
Table 5-2 Computer Setup—Security (continued) After you select a drive, the following options are available: Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock. Enable DriveLock. Sets the drive’s user password and enables DriveLock. ● Secure Erase Lets you select a hard drive to completely erase.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) ■ Power on—causes the computer to power on automatically as soon as power is restored. ■ Previous state—causes the computer to power on automatically as soon as power is restored, if it was on when power was lost. 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.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Virtualization Technology (VTx) (Intel only) 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) 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) 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. NOTE: A normal shutdown goes to the S4 state for Windows 10 or later.
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 59 in the Computer Setup—File table.
6 Troubleshooting without diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly: ● Be in front of your computer when you call. ● Write down the computer serial number, product ID number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed.
● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
Computer date and time display is incorrect. Cause Solution RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Poor performance. Cause Solution 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. Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. 3.
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 white, 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. 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.
Blank screen (no video). 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. 2. Monitor is configured to use an input that is not active. Expand the Resolution box, and then use the sliding control to reset the resolution.
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.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only). Cause Solution with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card. 2. Replace the graphics card.
Sound does not come out of the speaker or headphones. Cause Solution Headphones or devices connected to the line-out connector mute the internal speaker. Turn on and use headphones or external speakers, if connected, or disconnect headphones or external speakers. Computer is in Sleep state. Press the power button to resume from Sleep state. CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds.
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. Make sure the correct device is being used. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager.
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. Printer will not print. Cause Solution The printer may be out of paper. Check the paper tray and refill it if it is empty.
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. Press the Ctrl and Esc keys at the same time (or press the Windows logo key) to display the Start menu. 2. Use the arrow keys to select Shut Down and then press Enter. 3. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart. Windows 10: 1.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board. 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. Table 6-1 Solving Hardware Installation Problems A new device is not recognized as part of the system. Cause Solution Device is not seated or connected properly.
Power LED flashes Red three times and then white two times. Cause Solution Memory is installed incorrectly or is bad. CAUTION: 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 DIMM module. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. NOTE: DIMM1 or XMM1 must always be installed.
Table 6-2 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 10, type device manager in the taskbar search box, and then select Device Manager from the list of applications. Network controller is disabled. 1. Run Computer Setup and enable network controller. 2. Enable the network controller in the operating system using Device Manager.
Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in Windows 7.
Solving memory problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a memory module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board.
Solving front panel component problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. 1. Turn off the computer. 2. Reconnect the device to the front of the computer and restart the computer. The device does not have power.
Unable to connect to the Internet. Cause Solution 3. In the Browsing history section on the General tab, click the Delete button. 4. Select the Cookies check box and click the Delete button. Windows 10: 1. Type control panel in the taskbar search box, and then select Control Panel from the list of applications. 2. Click Internet Options. 3. In the Browsing history section, click the Delete button. 4. Select the Cookies and website data check box and click the Delete button.
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.
7 POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages.
Control panel message 008–Microcode Patch Error 009–PMM Allocation Error during MEBx Download 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 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.) Recommended action 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.
Control panel message Description Recommended action 403-Serial Port D Address Conflict Detected Both external and internal serial ports are assigned to the same resources. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See Password security and resetting CMOS on page 104.) 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. If a PCI expansion card was recently added, remove it to see if the problem remains.
Control panel message Description Recommended action 904-SATA Cabling Error One or more SATA devices are improperly attached. For optimal performance, the SATA 0 and SATA 1 ports should be used for hard drives before other ports. Ensure SATA connectors are used in ascending order. For one device, use SATA 0. For two devices, use SATA 0 and SATA 1. For three devices, use SATA 0, SATA 1, and SATA 2. 90B-Fan Failure The system has detected that a cooling fan is not operating correctly. 1. Reseat fan.
2 BIOS 3 Hardware 4 Thermal 5 System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ● Blink error code sequences continue until the computer is unplugged or the power button is pressed.
8 Password security and resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: administrator password and power-on password. When you establish only an administrator password, any user can access all the information on the computer except Computer Setup.
1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. With the power cord disconnected, press the power button again to drain the system of any residual power. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.
Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially unprovision AMT. 1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
9 Using HP PC Hardware Diagnostics (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.
10 System backup and recovery Backing up, restoring, and recovering in Windows 7 Your computer includes tools provided by HP and Windows to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or even back to the original factory state, all with simple steps.
● If Security and Protection is listed, continue with the steps in Creating recovery media using HP Recovery Manager (select models only) on page 110. ● If Productivity and Tools is listed, continue with the steps in Creating recovery discs with HP Recovery Disc Creator (select models only) on page 111. Creating recovery media using HP Recovery Manager (select models only) ● To create recovery discs, your computer must have a DVD writer. Use DVD+R or DVD-R discs (purchased separately).
Creating recovery discs with HP Recovery Disc Creator (select models only) HP Recovery Disc Creator is a software program that offers an alternate way to create recovery discs on select models. After you successfully set up the computer, you can create recovery discs using HP Recovery Disc Creator. The recovery discs allow you to reinstall your original operating system as well as select drivers and applications if the hard drive becomes corrupted.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in Help and Support. To access Help and Support, select Start > Help and Support. NOTE: You may be prompted by User Account Control for your permission or password when you perform certain tasks. To continue a task, select the appropriate option. For information about User Account Control, see Help and Support: Select Start > Help and Support.
System Recovery when Windows is responding CAUTION: System Recovery deletes all data and programs you have created or installed. Before you begin, back up any important data to a CD or DVD or to a USB flash drive. NOTE: In some cases, you must use recovery media for this procedure. If you have not already created this media, follow the instructions in Creating recovery media on page 109. If the computer is working and Windows 7 is responding, use these steps to perform a System Recovery: 1.
System Recovery using recovery media (select models only) Use the steps provided in this section if you created recovery media using Creating recovery media using HP Recovery Manager (select models only) on page 110. If you used HP Recovery Disc Creator to create a Windows 7 operating system DVD and a Driver Recovery DVD, use the steps in Using HP Recovery Disc operating system discs (select models only) on page 114. CAUTION: System Recovery deletes all data and programs you have created or installed.
To order a Windows 7 operating system DVD, contact support. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions. CAUTION: Using a Windows 7 operating system DVD completely erases the 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.
● Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. For information on creating recovery media, see Creating HP Recovery media (select products only) on page 116.
○ The creation process can take an hour or more. Do not interrupt the creation process. ○ If necessary, you can exit the program before you have finished creating all of the recovery DVDs. HP Recovery Manager will finish burning the current DVD. The next time you start HP Recovery Manager, you will be prompted to continue. To create HP Recovery media: 1. Type recovery in the taskbar search box, and then select HP Recovery Manager. 2.
Recovering using HP Recovery Manager HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see Creating HP Recovery media (select products only) on page 116.
Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly. 1. If possible, back up all personal files. 2. Insert the HP Recovery media, and then restart the computer. NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot order. See Changing the computer boot order on page 119. 3.
A Power Cord Set Requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage between 100-120 or 220-240 volts AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.
Country-Specific Requirements Additional requirements specific to a country are shown in parentheses and explained below. Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) IMQ Austria (1) OVE Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) CSA Sweden (1) SEMKO Denmark (1) DEMKO Switzerland (1) SEV Finland (1) SETI United Kingdom (1) BSI France (1) UTE United States (2) UL Germany (1) VDE 1.
B Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the hard drive has been removed. HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. i.
Nonvolatile memory usage Nonvolatile Memory Type HP Sure Start flash (select models only) Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? 8 MBytes No Yes What is the purpose of this memory? Provides protected backup of critical System BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP Sure Start.
Nonvolatile Memory Type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data input into this memory? How is this memory write-protected? product, and then follow the on-screen instructions. Intel Management 1.5 MBytes or 7 Engine Firmware MBytes (present only in select Elite or Z models. For more information, go to http://www.hp.com/ support.
Questions and answers 1. How can the BIOS settings be restored (returned to factory settings)? IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and answer 6 for steps to securely erase data. Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for information about resetting the keys. 2. a.
IMPORTANT: Resetting will result in the loss of information. These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about resetting the keys. 7. a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. b. Select Main, and then select Reset Security to Factory Defaults. c. Follow the on-screen instructions. d.
C Specifications Unit Value Value Height 6.9 in 175 mm Width 7.0 in 177 mm Depth 1.3 in 34 mm Approximate Weight 2.9 lb 1.3 kg Operating 50° to 95°F 10° to 35°C Nonoperating -22° to 140°F -30° to 60°C Dimensions (with stand) Temperature Range NOTE: Operating temperature is derated 1.0° C per 300 m (1000 ft) to 3000 m (10,000 ft) above sea level; no direct sustained sunlight. Maximum rate of change is 10° C/Hr.
Index A access panel locked 72 administrator password 104 antenna (external) removal and replacement 38 antenna connector, external 3, 4 antenna cover 3, 4 audible codes 102 audio problems 83 audio-out (headset)/audio-in (microphone) combo jack 1, 2 B backup and recovery, Windows 7 109 Backup and Restore, Windows 7 112 backups creating Windows 7 109, 111 battery disposal 17 removal and replacement 40 battery replacement 40 beep codes 102 bezel illustrated 6 BIOS clearing and resetting 106 booting options Fu
I installing battery 40 dust filter 23 hard drive 29 memory 25 solid state drive 34 Internet access problems 94 J jacks audio-out (headset)/audio-in (microphone) combo 1, 2 headphone 1, 2 RJ-45 (network) 3, 4 K keyboard cleaning 15 keyboard problems L lights drive 86 1, 2 M media card reader problems 78 memory installation 25 maximum 25 nonvolatile 122 problems 92 removal and replacement 27 slots 25 socket population 26 SODIMMs specifications 25 specifications 25 volatile 122 memory modules illustrated
removing battery 40 dust filter 23 hard drive 29 solid state drive 34 removing personal data from volatile system memory 122 resetting CMOS 104 password jumper 104 RJ-45 (network) jack 3, 4 S safety and comfort 69 safety precautions cleaning 15 SATA connectors on system board 18 data cable pinouts 18 hard drive characteristics 18 SATA cable illustrated 8 screws, correct size 16 secondary hard drive fan illustrated 9 security cable slot 3, 4 serial number location 5 serial port 4 serial port option board ill
