Maintenance and Service Guide HP EliteDesk 800 G4 Desktop Mini
© Copyright 2018 HP Development Company, L.P. AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are trademarks of the Microsoft group of companies. The information contained herein is subject to change without notice.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation.
iv Safety warning notice
Table of contents 1 Product features ........................................................................................................................................... 1 Standard configuration features ........................................................................................................................... 1 Front panel components ........................................................................................................................................
Front bezel ........................................................................................................................................................... 17 Hood sensor ......................................................................................................................................................... 18 Speaker ................................................................................................................................................................
Solving printer problems ..................................................................................................................................... 71 Solving keyboard and mouse problems .............................................................................................................. 72 Solving hardware installation problems ............................................................................................................. 74 Solving network problems .......................
Appendix B Statement of memory volatility ..................................................................................................... 99 Nonvolatile memory usage ............................................................................................................................... 101 Questions and answers ..................................................................................................................................... 103 Using HP Sure Start (select models only) .......
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 Item Icon Component Item Icon Component 1 USB Type-C 3.
Rear panel components Item Icon Component Item Icon Component 1 Antenna cover 7 USB 3.1 Gen 2 Type A 2 Thumbscrew 8 Optional port One of the following ports may be used: DisplayPort, HDMI, VGA, USB Type-C, serial port, Thunderbolt, or Fiber NIC. 3 Security cable slot 9 USB 3.
2 Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Item Description HDMI option board DisplayPort option board VGA option board (7) Solid-state drives, NVMe, M.2 2280/2230, PCIe 1 TB, TLC 512-GB, TLC 512-GB 256-GB, TLC 256-GB, self-encrypting drive, TLC Optane memory module, 16-GB (8) Memory module (SODIMM, DDR4-2666 or DDR4-2400) 16-GB 8-GB 4-GB (9) Hard drives 2-TB, 5400-rpm, 7 mm 2-TB, 5400-rpm, hybrid SSD, 7 mm 1-TB, 7200-rpm, 9.5 mm 1-TB, 5400-rpm, hybrid SSD, 9.
Item Description Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.
Miscellaneous parts Description AC adapter 150 W, APFC 90 W, APFC 65 W, nPFC EPS bracket Dual VESA sleeve Display cable, DVI HP USB-Type C to USB Type-A Hub Adapters USB Type-C to USB 3.0 USB-C to DisplayPort DisplayPort to DVI USB to serial port DisplayPort To HDMI 2.
Description USB, premium USB, antimicrobial USB, hardened USB, heath care, wired Power cord Miscellaneous parts 7
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.
Hard Drives Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies to failed drives as well as replacement spares. ● If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging and label the package “Fragile: Handle With Care.” ● Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective packaging until they are actually mounted in the computer.
4 Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. NOTE: HP continually improves and changes product parts.
Preparation for disassembly See Routine care, SATA drive guidelines, and disassembly preparation on page 8 for initial safety procedures. 1. Remove/disengage any security devices that prohibit opening the computer. 2. Remove all removable media, such as a USB flash drive, from the computer. 3. Turn off the computer properly through the operating system, then turn off any external devices. 4. Disconnect the power cord from the AC outlet and disconnect any external devices.
Access panel To access internal components, you must remove the access panel: 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the thumbscrew on the rear of the computer (1). Then slide the panel forward (2), and then lift it off the computer (3). NOTE: If necessary, a Torx T15 or flat-bladed screwdriver can be used to loosen the thumbscrew. NOTE: Your computer model may look slightly different from the illustration in this section.
Front bezel NOTE: It is not necessary to remove the front bezel to access other components. The front bezel is secured to the top cover by screws. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Position the top cover upside-down so you can access the inside of the bezel. 4. Remove the two Phillips screws (1) that secure the bezel to the access panel. 5.
Hood sensor The hood sensor is located near the front of the computer. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Lift the rubber cover from the hood sensor (1). 4. Disconnect the cable from the system board, and then lift the hood sensor out of the computer (2). To install the hood sensor, reverse the removal procedure.
Speaker A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is secured by a white peg that you pull out to release. To remove the speaker: 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Disconnect the speaker cable from the system board connector (1). 4. From the front of the computer, remove the Phillips screw that secures the speaker to the chassis (2).
Hard drive Models with a hard drive and drive cage do not include a separate graphics processor card. For a list of available hard drives, see Computer major components on page 3. 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. 20 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3.
Hard drive connector The hard drive connector is installed in the hard drive cage and connects to the system board. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Remove the hard drive (Hard drive on page 20). 4. Disconnect the cable from the system board (1). 5. Remove the two Torx T15 screws that secure the connector to the drive cage (2). 6. Lift the hard drive connector out of the computer (3).
Drive cage 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Remove the hard drive (Hard drive on page 20). 4. Lift the connector latch on the system board (1), and then disconnect the hard drive cable using the pull tab on the cable (2). 5. Remove the two Torx T15 screws (3) that secure the hard drive cage to the chassis. 6. Slide the hard drive cage back, and then lift it out of the chassis (4).
Graphics processor and heat sink assembly IMPORTANT: entire unit. Do not remove the heat sink/fan from the graphics processor. Remove the assembly as an For a list of available graphics processors, see Computer major components on page 3. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Disconnect the fan cable from the system board (1). 4.
M.2 PCIe solid state drive (SSD) For a list of available solid-state drives, see Computer major components on page 3. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. In models with a hard drive, remove the hard drive (Hard drive on page 20) and drive cage Drive cage on page 22. 4.
WLAN module For a list of available WLAN modules, see Computer major components on page 3. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. In models with a hard drive, remove the hard drive (Hard drive on page 20) and drive cage Drive cage on page 22. 4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly (Graphics processor and heat sink assembly on page 23). 5.
7. Remove the screw (2) that secures the WLAN module to the system board, and then grasp the WLAN module by the sides and pull it out of the socket (3). NOTE: You may need to use a small tool, such as a pair of tweezers or needle-nose pliers, to disconnect and connect the antenna cables. IMPORTANT: Only disconnect the antenna cables from the WLAN module when necessary, such as when specifically replacing the WLAN module or the antenna cables.
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.
5. 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. 28 6. Lift the battery out of the holder. 7. Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position. 8. Reassemble the computer. 9. Reset the date and time, your passwords, and any special system setups using Computer Setup.
Expansion connector board For a list of available expansion connector boards, see Computer major components on page 3. An expansion board can be installed near the back of the system board that provides an additional connector on the rear I/O panel. The board is secured with two screws and connects to the a connector on the system board. To remove the expansion connector board: 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2.
Memory modules 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. Memory module specifications For proper system operation, the memory modules must meet the following qualifications: Component Specification Memory modules 1.
Item Description System board label Slot color 1 Memory module slot, Channel A DIMM3 Black 2 Memory module slot, Channel B DIMM1 Black The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending on how the memory modules are installed. ● The system will operate in single channel mode if the memory module slots are populated in one channel only.
IMPORTANT: 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 slots have gold-plated metal contacts.
4. Locate the memory module locations (1) and (2) on the system board. 5. To remove a memory module, press outward on the two latches on each side of the memory module (1), and then pull the memory module (2) out of the slot. The computer automatically recognizes the new memory when you turn on the computer.
Fan 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Disconnect the fan cable from the system board (1). 4. Remove the fan cable from the clips on the side of the heat sink (2). 5. Lift fan up to about 30-45 degrees (3), and then pull it away from the heat sink (4). To install the fan, reverse the removal procedure.
Heat sink CAUTION: The bond between the heat sink and the processor may be very tight. If the computer will power on, before removing the heat sink, turn on the computer until it warms the heat sink. Warming the fan sink lessens the bond between the heat sink and the processor, thereby making separating them easier. Make sure not to pull the processor out of the socket when you lift the heat sink, especially if you cannot warm the fan sink prior to removal.
5. 65 W models: Loosen the three screws (2) that secure the heat sink, and then lift the heat sink out of the chassis (2). 6. 95 W models: Disconnect the fan cable from the system board (1). Loosen the three screws (2) that secure the heat sink and fan assembly, and then lift the assembly out of the chassis (3). To replace the heat sink, reverse the removal procedures. Thermal grease services the processor (1) and heat sink (2). Thermal pads service the system board components (3) and heat sink (4).
Processor For a list of available processors, see Computer major components on page 3. 1. Prepare the computer for disassembly (Preparation for disassembly on page 15). 2. Remove the access panel (Access panel on page 16). 3. Remove the fan (Fan on page 34). 4. Remove the heat sink (Heat sink on page 35). 5. Unlatch the locking lever from the side of the processor socket (1). 6. Rotate the locking lever to its fully open position (2). 7.
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 15). 2. Remove the access panel (Access panel on page 16). 3. In models with a hard drive, remove the hard drive (Hard drive on page 20) and drive cage Drive cage on page 22. 4.
b. 9. On models without a hard drive, disconnect the speaker cable from the system board (1), and then remove the five Torx T15 screws (2) that secure the system board to the computer. Lift the front of the system board (1), and then pull it out of the computer (2). To install the system board, reverse the removal procedures.
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. Turn on or restart the computer. 2.
System board components Sys Bd Label Color Component Sys Bd Label Color Component CPUFAN White Processor fan SPKR White Speaker CPU Black Processor WLAN Black WLAN module DIMM3 Black Secondary memory MXM White Graphics card DIMM1 Black Primary memory BAT Black RTC battery HDDFAN Black Hard drive fan SSD Black Solid-state module PSWD Black Password header and jumper P60 SATA White Hard drive CMOS Yellow CMOS reset button P72 COMM_DP Black Expansion board connec
Internal WLAN antenna cables 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 15). 2. Remove the access panel (Access panel on page 16). 3. Remove the hard drive (Hard drive on page 20). 4. Remove the drive cage (Drive cage on page 22). 5. Remove the fan (Fan on page 34). 6. Remove the heat sink (Heat sink on page 35). 7.
15. Rotate and remove the antenna (3), and then pull the cable out of the front of the chassis (4). Reverse the removal procedure to install the WLAN antennas and cables.
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 15). 2. Orient the computer so that its right side is facing up and place the computer in the optional stand. NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower stand. 3.
5 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change settings from the defaults or restore the settings to default values. ● View the system configuration, including settings for processor, graphics, memory, audio, storage, communications, and input devices. ● Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media devices.
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press Esc. 5. To apply and save changes, select Main > Save Changes and Exit. ● If you have made changes that you do not want applied, select Ignore Changes and Exit. ● To restore settings from the Advanced and Main menus to original values, select Apply Factory Defaults and Exit.
Computer Setup–Main NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-1 Computer Setup—Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected.
Table 5-1 Computer Setup—Main (continued) Option Update System BIOS Description ● Hardware subsystem tests ● Component tests ● Show test logs ● Language selection Lets you update the system BIOS from www.hp.com or another network server, from a removable USB drive, or from a file located on the hard drive. Displays current BIOS version information. ● ‘Check HP.
Table 5-1 Computer Setup—Main (continued) Option Description Apply 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.
Table 5-2 Computer Setup—Security (continued) Option Description ● Requires at least one lower case character ● Allow spaces Clear Password Jumper Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords at boot up. Default is ‘Honor’. Security Configuration TPM Embedded Security ● TPM Specification Version Displays the current TPM version. ● TPM Device Lets you set the Trusted Platform Module as available or hidden.
Table 5-2 Computer Setup—Security (continued) Option Description ● Unprovision SPM Physical Presence Interface. Notifies the user upon system power up when changes are made to system security policy. The user must agree to the changes to confirm them. Default is enabled. Smart Cover ● Cover Lock. Default is ‘Unlock’. ● Cover Removal Sensor. Lets you disable the cover sensor or configure what action is taken if the computer cover was removed. Default is ‘Disabled’.
Table 5-2 Computer Setup—Security (continued) Option Description Recover in the event of corruption - automatically recover with no prompting. System Management Command Allows authorized personnel to reset security settings during a service event. Default is enabled. Restore Security Settings to Default This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings in the Security menu to factory defaults.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Recovery from Network Allows network recovery as the primary source. Recover after Boot Failure Allows the system to initiate recovery after failing to find a valid boot source. Secure Boot Configuration Configure Legacy Support and Secure Boot Lets you turn off all legacy support on the computer, including booting to DOS, running legacy graphics cards, booting to legacy devices, and so on.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading PCI Express Slot x (enable/disable) Lets you disable individual expansion slots. Default is enabled. M.2 SSD Lets you disable the M.2 solid-state drive slot. Default is enabled. Allow PCIe/PCI SERR# Interrupt (enable/disable) Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity errors, and critical errors other than parity. Default is enabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Port Options Lets you disable the following ports (default is enabled): Serial Port A (rear port optional component) SATA 0 Front USB ports - front USB port 1 is the USB Type-C port. Rear USB ports USB Legacy Port Charging - enables USB charging port capability when the system is in hibernate or shutdown state. Supported by the right front USB port.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading S5 (Soft Off) = LED is off. Power On from Keyboard Ports (enable/disable) When enabled, this feature allows a key press to power on the system when it is off (S5 state). If using a USB keyboard, it must be plugged into one of the rear ports labeled with the keyboard icon. Default is disabled. Computer Setup—UEFI Drivers Lets you restart the computer into the 3rd Party Option ROM Management application.
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 Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory back to the system. Restart the computer. Virus resident on the hard drive. Run virus protection program. Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 1. If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on. 3. Replace the system board. OR Press and hold the power button for less than 4 seconds.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.) Computer powered off automatically and the Power LED flashes red four times and then white two times. Cause Solution The heat sink is not properly attached to the processor. not spin, make sure the fan cable is plugged onto the system board header. 3.
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 2. Monitor is configured to use an input that is not active. Expand the Resolution box, and then use the sliding control to reset the resolution. Use the monitor's on-screen menu controls to select the input that is being driven by the system. Refer to the monitor's user documentation for more information on the on-screen controls and settings.
Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card (if applicable) or video connector and the monitor. Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
“Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the monitor supports. Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect. To enter Safe Mode in Windows 10: 1. Log into the computer using an Administrator account. 2. Type msconfig in the taskbar search box, and then select msconfig from the list of applications. 3.
Solving audio problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications. Sound does not come out of the speaker or headphones. Cause Solution Software volume control is turned down or muted.
Sound from headphones is not clear or muffled. Cause Solution Headphones are plugged into the rear audio output connector. The rear audio output connector is for powered audio devices and is not designed for headphone use. Plug the headphones into the headphone connector on the front of the computer. Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough free space on the hard disk.
Printer will not print. Cause Solution where [printer port] is the address of the printer being used. If the printer works, reload the printer driver. To run MS-DOS commands, press the Windows key + r, type cmd in the Open box, and then click OK. If you are on a network, you may not have made the connection to the printer. Make the proper network connections to the printer. Printer may have failed. Run printer self-test. Printer will not turn on.
Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of the computer, and then restart the computer. Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the computer. Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state.
Solving hardware installation problems You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows automatically recognizes the device and configures the computer. If you install a non-plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the instructions that appear on the screen.
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.
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 driver is not properly loaded. Reinstall network drivers. System cannot autosense the network. Disable auto-sensing capabilities and force the system into the correct operating mode.
Network controller stops working without apparent cause. Cause Solution The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. The network controller is defective. Contact an authorized service provider. New network card will not boot. Cause Solution New network card may be defective or may not meet industrystandard specifications.
System will not boot or does not function properly after installing additional memory modules. Cause Solution A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1 socket on the system board. This socket must be populated with a memory module. Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly. Replace module with the correct industry-standard device for the computer.
Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows. USB flash drive not found (identified). Cause Solution The device is attached to a USB port that has been hidden in Computer Setup.
Unable to connect to the Internet. Cause Solution Cable/DSL service is not available or has been interrupted due to bad weather. Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the “cable” LED light on the front of the cable/DSL modem will be on.) The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector.
“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.
7 POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and nonerror text messages.
Control panel message 008–Microcode Patch Error 009–PMM Allocation Error during MEBx Download Description Recommended action RTC (real-time clock) battery may need to be replaced. problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery. Processor is not supported by the BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. 1. Reboot the computer. 2.
Control panel message Description Recommended action 00E-Inventory Error during MEBx Execution BIOS information passed to the MEBx resulted in a failure. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board.
Control panel message 302-Hard Disk 2: SMART Hard Drive Detects Imminent Failure 309 – 30C: Hard Disk 3–6: SMART Hard Drive Detects Imminent Failure Description Recommended action Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) 3. Back up contents and replace hard drive. 1.
Control panel message Description 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. If a PCI expansion card was recently added, remove it to see if the problem remains. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an option ROM too large to download during POST. ▲ 41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated from system board. Reconnect or replace front USB cable.
Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is not operating correctly. 1. Reseat fan. 2. Reseat fan cable. 3. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS has detected your machine was previously shut down to avoid overheating. Overheating may occur if the cooling vents are blocked or the operating temperature exceeds the system specifications.
Number of long beeps/blinks Error category 4 Thermal 5 System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ● Blink error code sequences continue until the computer is unplugged or the power button is pressed.
8 Password security and resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: administrator password and power-on password. When you establish only an administrator password, any user can access all the information on the computer except Computer Setup.
1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. With the power cord disconnected, press the power button again to drain the system of any residual power. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.
Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially unprovision AMT. 1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
9 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it.
Downloading the latest HP PC Hardware Diagnostics Windows version To download HP PC Hardware Diagnostics Windows, follow these steps: 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location: To run the tool on your computer, download it to the computer desktop. – or – To run the tool from a USB flash drive, download it to a USB flash drive. 3. Select Run.
NOTE: If you need to stop a diagnostic test, press esc. Starting HP PC Hardware Diagnostics UEFI To start HP PC Hardware Diagnostics UEFI, follow these steps: 1. Turn on or restart the computer, and quickly press esc. 2. Press f2. The BIOS searches three places for the diagnostic tools, in the following order: a. Connected USB flash drive NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 94. 3.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload results to a preconfigured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
3. Make your customization selections. 4. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts.
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. 98 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 U.S. Metric Height 6.9 in 175 mm Width 7.0 in 177 mm Depth 1.3 in 34 mm Approximate Weight 3.9 lb 1.77 kg Operating 41° to 113°F 5° to 45°C Nonoperating -40° to 151°F -40° to 66°C Operating 5-90% 5-90% Nonoperating (38.7°C max wet bulb) 5-90% 5-90% Operating 16,404 ft 5000 m Nonoperating 50,000 ft 15.
Index A access panel illustrated 3 locked 60 removal 16 administrator password 89 antenna connector, external 2 antenna cover 2 audible codes 87 audio problems 70 audio-out (headphone)/audio-in (microphone) combo jack 1 B battery disposal 13 installation 27 removal 27 battery replacement 27 beep codes 87 BIOS clearing and resetting 91 booting options Full Boot 82 Quick Boot 82 buttons power 1 C cautions AC power 8 electrostatic discharge 8 keyboard cleaning 11 keyboard keys 12 cleaning computer 11 mouse 12
J jacks audio-out (headphone)/audio-in (microphone) combo 1 headphone 1 RJ-45 (network) 2 K keyboard cleaning 11 keyboard problems 72 L LED, main storage 1 M main storage LED 1 media card reader problems 65 memory nonvolatile 99 problems 77 volatile 99 memory modules installation 30 maximum 30 removal 30 slots 30 specifications 30 monitor problems 66 mouse cleaning 12 problems 72 N network problems 75 nonvolatile memory 99 numeric error codes 82 O operating guidelines 10 overheating, prevention 10 P padlock
speaker illustrated 3 removal and replacement 19 specifications computer 105 specifications, memory modules 30 static electricity 8 status lights RJ-45 (network) 2 system board illustrated 5 removal and replacement 38 SATA connectors 13 system memory, removing personal data from volatile 99 T temperature control 10 thumbscrew 2 tools, servicing 12 Torx T15 screwdriver 12 tower conversion 44 U USB ports 2 USB SuperSpeed port 1, 2 USB SuperSpeed port with HP Sleep and Charge* 1 USB Type-C SuperSpeed port with
