Maintenance and Service Guide HP ProDesk 400 G5/G6 MT
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Table of contents 1 Product features ....................................................................................................................................................................................... 1 Standard configuration features ............................................................................................................................................ 1 Front panel components ...........................................................................................
Dust filter ................................................................................................................................................................................. 34 Front bezel .............................................................................................................................................................................. 35 Drive cage ......................................................................................................................
Solving software problems .................................................................................................................................................. 89 7 POST error messages and diagnostic front panel LEDs and audible codes ................................................................................. 90 POST numeric codes and text messages ...........................................................................................................................
Index ...........................................................................................................................................................................................................
1 Product features Standard configuration features Features can vary depending on the model. For support assistance and to learn more about the hardware and software installed on the computer model, run the HP Support Assistant utility.
Front panel components Drive configuration can vary by model. Some models have a bezel blank covering the optical drive bay. Table 1-1 Front panel components and their descriptions (1) Slim optical drive (optional) (4) Audio-out (headphone)/Audio-in (microphone) combo jack* (2) Dual-state power button (5) USB port with HP Sleep and Charge (2** (3) Hard drive activity light (6) Memory card reader **When a device is plugged into the combo jack, a dialog box is displayed.
Rear panel components Table 1-2 Rear panel components and their descriptions (1) Audio-out jack for power audio devices (6) Audio-in jack (2) DisplayPort monitor connector (7) RJ-45 (network) jack (3) VGA monitor connector (8) Serial port (select products only) (4) USB SuperSpeed ports (2 or 4, depending on product) (9) Power cord connector (5) USB 2.0 ports (4) NOTE: An optional second serial port and an optional parallel port are available from HP.
2 Illustrated parts catalog 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.
Table 2-1 Computer major components and their descriptions (continued) Description Intel Core i9-9900 3.10-GHz processor (2666-MHz front-side bus [FSB], 16.0-MB SmartCache, eight cores) Intel Core i7-9700 3.00-GHz processor (2666-MHz FSB, 12.0-MB SmartCache, eight cores) Intel Core i5-9600 3.10-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i5-9500F 3.00-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i5-9500 3.00-GHz processor (2666-MHz FSB, 9.
Table 2-1 Computer major components and their descriptions (continued) Description DVD-BluRay 6x Writer Drive, 9.5-mm, slim DVD±RW SuperMulti Dual Layer Drive, 9.5-mm, slim DVD-ROM Drive, 9.5-mm, slim Optical drive long bezel blank, 9.5-mm, slim Optical drive latch, 9.5-mm, slim Networking: Intel Ethernet I210-T1 GbE network interface card (NIC) Intel 9560 ac 2×2 + Bluetooth 5 non-vPro WW Realtek 8822BE 802.11ac PCIe×1 Card Realtek ac 1×1 + Bluetooth 4.2 LE M.
Table 2-1 Computer major components and their descriptions (continued) Description 1-TB, 7200-rpm, 9.5-mm 1-TB, 5400-rpm, 7.0-mm, HYBRID 8-GB 500-GB, 7200-rpm, 3.5-in. 500-GB, 7200-rpm, 3.5-in., second hard drive 500-GB, 7200-rpm, 3.5-in., third hard drive 500-GB, 7200-rpm, 3.5-in., SATA, 6.0-GB/sec, Smart IV hard drive 500-GB, 7200-rpm, 7.0-mm 500-GB, 5400-rpm, 7.
Table 2-1 Computer major components and their descriptions (continued) Description 512-GB solid-state drive with FIPS security 512-GB solid-state drive with FIPS security, second drive 256-GB, M.2 2280, PCIe, NVMe solid-state drive with SS and TLC 256-GB, M.2 2280, PCIe, NVMe solid-state drive with TLC 256-GB, M.2 2280, PCIe, NVMe solid-state drive (value) 256-GB, M.2 2280, PCIe, NVMe solid-state drive with SED, OPAL2, and TLC 256-GB, M.2 2280, PCIe3×4 solid-state drive with SED and TLC 256-GB, M.
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Israel For use in Italy For use in the North America For use in the People’s Republic of China For use in South Africa For use in South Korea For use in Switzerland For use in Taiwan For use in the United Kingdom and Singapore Power cord with C13 receptacle, 1.83-meter (6.00-feet) 5-15P for use in Thailand Power cord with C13 receptacle, 1.83-meter (6.
Table 2-2 Miscellaneous parts and their descriptions (continued) Description Wireless antenna cable (internal) Expansion cards: DisplayPort option board HDMI option board Parallel port PCIe x1 card VGA option board Graphics cards: AMD Radeon R7 430 2-GB 2DP Card AMD Radeon R7 430 2-GB LP 2DP PCIe×16 2nd GFX AMD Radeon R7 430 2-GB LP 2DP PCIe×16 GFX AMD Radeon R7 430 2-GB LP DP VGA PCIe x16 AMD Radeon R7 430 PCIe×16 GFX (for use only in the People’s Republic of China) AMD Radeon RX550 4-GB 2DP Card AMD Radeo
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in the Netherlands For use in Norway For use in the People’s Republic of China For use in Poland For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in Spain For use in Sweden For use in Switzerland For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP essential keyboard: For use in India For use in Japan For use in Latin America For use in the Peo
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Israel For use in Italy For use in Latin America For use in the Netherlands For use in the Northwest Africa For use in Norway For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP PS/2 slim Windows 8 keyboard: For use in Belgiu
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Japan For use in Latin America For use in the Netherlands For use in Northwest Africa For use in Norway For use in the People’s Republic of China For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the U
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Italy For use in the Netherlands For use in Northwest Africa For use in Norway For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in SCC For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB premium keyboard: For use in Belgium For use in Bulgaria For use in Canada
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Romania For use in Russia For use in Saudi Arabia For use in SCC For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim Windows 8 keyboard: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Bulgaria For use in Canada For use in the Czech Republic and Slo
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim Windows 8 keyboard with PCR: For use in Brazil For use in Latin America HP USB SmartCard slim keyboard with CCID: For use in Belgium For use in Bosnia,
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in the Netherlands For use in Northwest Africa For use in Norway For use in the People’s Republic of China For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless collaboration key
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in SCC For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless premium keyboard: For use in Belgium For use in Bulgaria For use in Canada For use in Denmark For use in Denmark, Finland, and Norway For use in France For use
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless Windows 8 keyboard/mouse combination with dongle: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Brazil For use in Bulgaria For use in Canada For use in the Czech Republic and Slovakia For use in Denmark For
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States Katydid black USB keyboard with U.S.
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Russia For use in Saudi Arabia For use in Spain For use in Sweden and Finland For use in Switzerland For use in Turkey For use in the United Kingdom and Singapore Unbranded USB keyboard ME: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Brazil For use in Bulgaria For use in Canada For use in the Czech Republic and Slovakia For use in Denmark For use in Denmark, Finland, an
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in South Korea For use in Spain For use in Sweden For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in United Kingdom and Singapore For use in the United States Unbranded USB slim business keyboard in grey finish: For use in Belgium For use in Germany Unbranded USB SmartCard slim keyboard with CCID: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For
Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Portugal For use in Romania For use in Russia For use in Saudi Arabia For use in South Korea For use in Spain For use in Sweden and Finland For use in Switzerland For use in Taiwan For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States Unbranded USB SmartCard slim keyboard with CCID: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavi
Table 2-2 Miscellaneous parts and their descriptions (continued) Description HP USB laser mouse HP USB mouse in grey finish HP USB mouse in grey finish v.2 HP USB optical mouse HP USB premium mouse Moonraker Healthcare USB wired mouse USB PS/2 washable mouse USB 3.
3 Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. The power cord must be disconnected 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-sensitive parts and assemblies with conductive or approved containers or packaging.
● Keep work area free of non-conductive materials such as ordinary plastic assembly aids and Styrofoam. ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
● 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 want to remove a key, use a specially designed key puller to prevent damage to the keys. This tool is available through many electronics supply outlets. CAUTION: Never remove a wide, level key (like the space bar) from the keyboard. If these keys are improperly removed or installed, the keyboard may not function properly. ● You can clean under a key with a swab moistened with isopropyl alcohol and then 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.
4 Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. Preparation for disassembly WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet.
Access panel 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Position the computer with the rear toward you. 3. Loosen the access panel security screw (1). 4. Use the access panel release handle (2) to pull the access panel back. 5. Remove the access panel (3). Reverse this procedure to install the access panel.
Optical drive 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Disconnect the power cable (1) from the optical drive. 4. Disconnect the data cable (2) from the optical drive. 5. Press the optical drive release latch (1). 6. Remove the optical drive (2).
Reverse this procedure to install the optical drive. Dust filter 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Position the computer in the tower mode with the front facing you. 4. Remove the dust filter from the computer chassis. Reverse this procedure to install the dust filter.
Front bezel 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Detach the three clips (1) on the top edge of the front bezel from the tabs on the computer chassis. 4. Swing the top edge of the front cover (2) away from the computer chassis. 5. Remove the front bezel. Reverse this procedure to install the front bezel.
Drive cage Follow these steps to remove the drive cage: 36 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Disconnect the power cable (1) from the 3.5-inch hard drive. 4. Disconnect the data cable (2) from the 3.5-inch hard drive. 5. Disconnect the power cable (1) from the 2.5-inch hard drive.
6. Disconnect the data cable (2) from the 2.5-inch hard drive. 7. Lift the rear edge of the drive cage (1) to disengage it from the computer chassis. 8. Slide the drive cage (2) away from the computer chassis. 9. Remove the drive cage (3). Reverse this procedure to install the drive cage.
Hard drives Follow these steps to remove a 3.5-inch hard drive: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Remove the drive cage (see Drive cage on page 36). 4. Remove the two Torx-15 M3.0×9.0 screws (1) that secure the 3.5-inch hard drive to the drive cage. 5. Slide the 3.5-inch hard drive (2) to the right, and then remove the 3.5-inch hard drive. Follow these steps to remove a 2.
5. Remove the 2.5-inch hard drive (2) from the drive cage. Reverse this procedure to install the hard drives.
Fan Follow these steps to remove the speaker: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Position the computer with the front panel toward you. 4. Disconnect the fan cable (1) from the system board. 5. Remove the three Phillips screws (2) that secure the fan to the computer chassis. 6. Remove the fan (3). Reverse this procedure to install the fan.
WLAN module CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1.
Solid-state drive Before removing the solid-state drive, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Remove the front bezel (see Front bezel on page 35). 4. Remove the drive cage (see Drive cage on page 36). Remove the solid-state drive: 1. Remove the Phillips screw (1) that secures the solid-state drive to the computer chassis. 2.
Memory module The computer has four memory module sockets. 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.
Speaker Follow these steps to remove the speaker: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Remove the front bezel (see Front bezel on page 35). 4. Remove the drive cage (see Drive cage on page 36). Remove the speaker: 1. Position the computer with the front panel toward you. 2. Disconnect the speaker cable (1) from the system board. 3. Remove the two Torx-15 M3.0×9.
Power supply Follow these steps to remove the power supply: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Remove the front bezel (see Front bezel on page 35). 4. Remove the drive cage (see Drive cage on page 36). Remove the speaker: 1. Position the computer with the rear panel toward you. 2. Disconnect the power supply P1 (1), P2 (2), and P3 (3) cables from the system board. 3.
Fan-sink NOTE: The fan-sink spare part kit includes replacement thermal material. Follow these steps to remove the fan-sink: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32). 3. Remove the front bezel (see Front bezel on page 35). 4. Remove the drive cage (see Drive cage on page 36). Remove the fan-sink: 1. Disconnect the fan-sink cable (1) from the system board. 2.
Processor NOTE: The processor spare part kit includes replacement thermal material. Follow these steps to remove the fan-sink: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31), and then remove the following components: 2. Remove the access panel (see Access panel on page 32), and then remove the following components: a. Front bezel (see Front bezel on page 35) b. Drive cage (see Drive cage on page 36) c.
4. Lift the processor (4) straight up, and remove it. CAUTION: When installing the processor, the gold triangle (1) on the processor must be aligned with the triangle icon (2) embossed on the system board. Failure to follow this caution can result in damage to the pins on the processor and system board processor socket. Reverse this procedure to install the processor.
System board NOTE: The system board spare part kit includes replacement thermal material. Follow these steps to remove the system board: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32), and then remove the following components: a. Front bezel (see Front bezel on page 35) b. WLAN module (see WLAN module on page 41) c. Solid-state drive (see Solid-state drive on page 42) d.
4. Remove the eight Torx-15 M3.0×9.0 screws that secure the system board to the computer chassis. 5. Slide the system board (1) forward through the opening in the front of the computer chassis. 6. Swing the rear edge of the system board (2) up and forward until the components on the rear edge are clear of the rear panel. 7. Remove the system board (3) by sliding the rear edge up and back at an angle. Reverse this procedure to install the system board.
Connector board Follow these steps to remove the connector board: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 31). 2. Remove the access panel (see Access panel on page 32), and then remove the following components: a. Front bezel (see Front bezel on page 35) b. WLAN module (see WLAN module on page 41) c. Solid-state drive (see Solid-state drive on page 42) d. Drive cage (see Drive cage on page 36) e. Fan-sink (see Fan-sink on page 46) f.
5 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: 52 ● 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.
Using Computer Setup (F10) Utilities Computer Setup can be accessed only by turning the computer on or restarting the system. To access the Computer Setup Utilities menu, complete the following steps: 1. Turn on or restart the computer. 2. Repeatedly press F10 when the monitor light turns green to access the utility. You can also press Esc to a menu that allows you to access different options available at startup, including the Computer Setup utility.
Computer Setup–Main NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration. Table 5-1 Computer Setup—Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected.
Table 5-1 Computer Setup—Main (continued) Option Description ● Lock BIOS Version If this option is checked, the system is locked to the current BIOS version and updates are not allowed. ● BIOS Update Preferences Allows the administrator to select the source of network updates (www.hp.
Computer Setup—Security NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration. Table 5-2 Computer Setup—Security Option Description Set up BIOS Administrator Password Lets you set and enable a BIOS administrator password, which includes the following privileges: ● Manage other BIOS users ● Full access to BIOS policy and settings ● Unlock the computer when other BIOS users fail the preboot authentication.
Table 5-2 Computer Setup—Security (continued) Option Description ● Data Recovery Policy Select Automatic or Manual to set data recovery policy. Manual lets you select whether or not to execute recovery of a corrupted region if it is detected. Set Up BIOS Power-On Password Lets you set and enable a BIOS power-on password. The power-on password prompt appears after a power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Table 5-2 Computer Setup—Security (continued) Option Description Default is Unlock. Cover Removal Sensor (Disabled/Notify user/Administrator password) Lets you disable the cover sensor or configure what action is taken if the computer cover was removed. Default is Disabled. NOTE: Notify user alerts the user with a POST error on the first boot after the sensor detects removal of the cover.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading UEFI boot sources always have precedence over legacy boot sources. ● Legacy Boot Order Specify the order in which legacy boot sources (such as a network interface card, internal hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system image. Specify the order of attached hard drives.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled. Virtualization Technology for Directed I/O (VTd) (Intel only) Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the computer off and then back on. Default is disabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Clear to disable the display panel touch feature. Default is enabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Enables or disables SATA bus and/or device power management. Default is enabled. PCI Express Power Management (enable/disable) Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter lower power states while not in use. Default is enabled. Unique Sleep State Blink Rates (enable/disable) This feature is designed to provide a visual indication of what sleep state the system is in.
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 54 in the Computer Setup—File table.) The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media device. This file can be edited to change the settings on Restore. An asterisk (*) marks the selected option for a setting.
6 Troubleshooting without diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly: ● Be in front of your computer when you call. ● Write down the computer serial number, product ID number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed.
● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
Computer date and time display is incorrect. Cause Solution RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Poor performance. Cause Solution Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory back to the system. Restart the computer. Virus resident on the hard drive. Run virus protection program. Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 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. If the hard drive LED does not turn on white then: 1. Check that the unit is plugged into a working AC outlet. 2. Open the access panel and check that the power button cable is properly connected to the system board.
Power LED flashes red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.) Computer powered off automatically and the Power LED flashes red three times and then white four times. Cause Solution Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage.
Drive not found (identified). Cause Solution Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem. If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Boot Options. The device is attached to a SATA port that has been hidden in Computer Setup.
Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not respond. 2. Attempt the normal Windows Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again. Solving media card reader problems Media card will not work in a digital camera after formatting it in Windows.
Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. 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 the corresponding drive icon, and then select Eject. Pull the card out of the slot. NOTE: Never remove the card when the green LED is flashing.
Blank screen (no video). Cause Solution CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the motherboard or an add-in card.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution System board failure (ROM detected failure prior to video). Replace the system board. 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.
Image is not centered. Cause Solution Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select ImageControl/ Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image. “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.
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 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. Certain typed symbols do not appear correct.
Sound does not come out of the speaker or headphones. Cause Solution CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced > Built-in Device Options. The application is set to use a different audio device than speakers.
There is no sound or very weak sound is detected by the headset microphone. Cause Solution connector. To solve the issue, use a CTIA style headset or a commercially available adapter that will convert from OMTP to CTIA signaling. There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than speakers. Some graphics cards support audio over the DisplayPort connection (if applicable), so multiple audio devices may be listed in Device Manager.
Printer 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, and 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. 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 scroll to and select the power icon at the top right on the menu, and then press Enter. 3. Use the arrow keys to select Shut Down, and then press Enter. 4.
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.
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 2. Enable the network controller in the operating system using Device Manager. To access Device Manager, 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.
Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Reinstall the network drivers using the Windows recovery tools. If necessary, download the softpaq from the Web (from a different computer). 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.
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, click the Delete button. 4. Select the Cookies and website data check box and click the Delete button. Cannot automatically launch Internet programs. Cause Solution You must log on to your ISP before some programs will start. Log on to your ISP and launch the program that you want.
7 POST error messages and diagnostic front panel LEDs and audible codes This chapter 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 non-error 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. the 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 Description Recommended action 302-Hard Disk 2: SMART Hard Drive Detects Imminent Failure Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) 1. Determine if hard drive is giving correct error message. Run the Drive Protection System test under using F2 Diagnostics when booting the computer. 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 3.
Control panel message Description Recommended action 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 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. The machine should return to normal operation once the situation is resolved. Make sure system has proper airflow.
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. NOTE: Not all diagnostic lights and audible codes are available on all models.
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.
Resetting CMOS and/or the password jumper 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, 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.
Changing a Setup or Power-on password To change the power-on or setup password, complete the following steps: 1. Turn on or restart the computer. To change the Setup password, go to step 2. To change the Power-on password, go to step 3. 2. To change the Setup password, as soon as the computer turns on: - Press the Esc key while “Press the ESC key for Startup Menu” message is displayed. - Press the F10 key to enter Computer Setup. 3.
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.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are offered. There are two options to download HP PC Hardward Diagnostics to USB device. Download the latest UEFI version 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2.
10 Backing up, restoring, and recovering This chapter provides information about the following processes, which are standard procedure for most products: ● Backing up your personal information—You can use Windows tools to back up your personal information (see Using Windows tools on page 103). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 103).
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. Restoring and recovery Restoring, resetting, and refreshing using Windows tools Windows offers several options for restoring, resetting, and refreshing the computer. For details, see Using Windows tools on page 103.
Using HP Sure Recover (select products only) Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the hardware and firmware. HP Sure Recover can fully restore the HP OS image without installed recovery software.
A Battery replacement 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.
b. Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position. Type 2 a. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). b. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up.
b. Insert the new battery and position the clip back into place. NOTE: After the battery has been replaced, use the following steps to complete this procedure. 8. Replace the access panel. 9. Plug in the computer and turn on power to the computer. 10. Reset the date and time, your passwords, and any special system setups using Computer Setup. 11. Lock any security devices that were disengaged when the access panel was removed.
B Statement of memory volatility The purpose of this appendix is to provide general information regarding nonvolatile memory in HP Business PCs. This appendix 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 PC products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
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. During the reboot, press esc. NOTE: 2. If the system has a BIOS administrator password, enter the password at the prompt. j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and then select Shutdown. k. Reboot the system.
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 PC 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 writeprotected? follow the on-screen instructions. Intel Management Engine Firmware 7 MBytes Yes Yes 112 Appendix B Statement of memory volatility Stores Management Engine Code, Settings, Provisioning Data and iAMT third-party data store.
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 BIOS Security to Factory Default. c. Follow the on-screen instructions. d.
C 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.
D Specifications Unit Metric value Standard value Height 95 mm 3.7 in Width 270 mm 10.6 in Depth 300 mm 11.8 in Approximate Weight 4.43 kg 9.8 lb Weight Supported (maximum distributed load in desktop position) 35 kg 77 lb Operating 10°C to 35°C 50°F to 95°F Nonoperating –30°C to 60°C –22°F to 140°F Chassis (in the desktop position) 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.
Index A access panel locked 67 removal and replacement audible codes 95 audio problems 77 audio-in jack 2, 3 audio-out jack 2 audio-out jack jack 3 32 B backup, creating 103 backups 103 battery disposal 30 battery replacement 106 beep codes 95 boot order, changing 104 booting options Full Boot 90 Quick Boot 90 buttons power 2 C cautions AC power 25 cables 30 electrostatic discharge 25 keyboard cleaning 28 keyboard keys 29 changing a Power-On password 100 changing a Setup password 100 cleaning computer 28
M media card reader problems 72 memory nonvolatile 109 problems 86 volatile 109 memory card reader 2 memory module removal and replacement microphone jack 2 monitor problems 73 mouse cleaning 29 problems 80 43 N network jack 3 network problems 83 nonvolatile memory 109 numeric error codes 90 O operating guidelines 27 optical drive removal and replacement overheating, prevention 27 33 P password clearing 97 power-on 97 setup 97 passwords 100 ports serial 3 USB 3 USB SuperSpeed 3 USB with HP Sleep and Cha
VGA monitor connector 3 W Windows backup 103 recovery media 103 system restore point 103 Windows tools, using 103 WLAN module removal 41 spare part number 41 120 Index
