Maintenance and Service Guide HP ProDesk 400 G5 MT
© Copyright 2018 HP Development Company, L.P. Product notice Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Core, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. SD Logo is a trademark of its proprietor. This guide describes features that are common to most models.
About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. NOTE: Text set off in this manner provides important supplemental information.
iv About This Book
Table of contents 1 Product features ....................................................................................................................................................................................... 1 Standard configuration features ............................................................................................................................................ 1 Front panel components ...........................................................................................
Dust filter ................................................................................................................................................................................. 31 Front bezel .............................................................................................................................................................................. 32 Drive cage ......................................................................................................................
Solving software problems .................................................................................................................................................. 86 7 POST error messages and diagnostic front panel LEDs and audible codes ................................................................................. 87 POST numeric codes and text messages ...........................................................................................................................
Appendix D Specifications ...................................................................................................................................................................... 116 Index ...........................................................................................................................................................................................................
1 Product features Standard configuration features Features may 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 may vary by model. Some models have a bezel blank covering the optical drive bay.
Rear panel components (1) Audio-out jack for power audio devices (6) Audio-in jack (2) DisplayPort monitor connectors (2) (7) RJ-45 (network) jack (3) Optional port (8) Serial port (select products only) (4) USB ports with Wake from S4/S5 (2) (9) Power cord connector (5) USB SuperSpeed ports (4) NOTE: An optional second serial port and an optional parallel port are available from HP. If using a USB keyboard, HP recommends connecting the keyboard to one of the USB 2.
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.
Description Intel Core i5-8600 3.10-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i5-8500 3.00-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i3-8300 3.70-GHz processor (2400-MHz FSB, 8.0-MB SmartCache, quad core) Intel Core i3-8100 3.60-GHz processor (2400-MHz FSB, 6.0-MB SmartCache, quad core) Intel Pentium Gold G5600 3.90-GHz processor (2400-MHz FSB, 4.0-MB SmartCache, dual core) Intel Pentium Gold G5500 3.80-GHz processor (2400-MHz FSB, 4.
Description 16-GB 8-GB 4-GB Hard drive: 2-TB, 7200-rpm, 3.5-in. 2-TB, 5400-rpm, 7.0-mm 2-TB, 5400-rpm, 7.0-mm, HYBRID 8-GB 1-TB, 7200-rpm, 3.5-in. 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, 7.0-mm 500-GB, 5400-rpm, 7.0-mm, HYBRID 8-GB 500-GB, 5400-rpm with Federal Information Processing Standard (FIPS) security and OPAL2 500-GB, 7200-rpm, SATA with self-encryption (SED) and OPAL2 500-GB, 7200-rpm, Hybrid 8-GB NAND with OPAL2 5.25-in.–to–3.5-in.
Description 118-GB, M2 2280, PCIe, NVMe solid-state drive 16-GB, M2 2280, PCIe3×2, NVMe solid-state drive with TLC Miscellaneous parts Description Power cord with C13 receptacle, 2.50-meter (6.00-feet): For use in Argentina For use in Australia and New Zealand Power cord with C13 receptacle, 1.83-meter (6.
Description Cables: DisplayPort cable (1.83-m) DisplayPort–to–VGA cable DVI monitor cable Hard drive SATA power cable (2×2-pin) Optical drive SATA power cable (2×2-pin) SATA cable (straight–to–right angle connector, 11-in.) SATA cable (straight–to–right angle connector, 11-in., RF solution) SATA cable (straight–to–straight connector, 11-in.) SATA cable (straight–to–straight connector, 11-in., RF solution) SATA cable (straight–to–straight connector, 14-in.) SATA cable (straight–to–straight connector, 14-in.
Description For use in Denmark For use in Denmark, Finland, and Norway For use in France For use in Germany For use in Greece For use in Hungary For use in India For use in Israel For use in Italy 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 i
Description 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 in Germany For use in Greece For use in Hungary 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 Un
Description For use in France For use in Germany For use in Greece For use in Hungary For use in India For use in Israel For use in Italy 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
Description For use in Denmark, Finland, and Norway For use in France For use in Germany For use in Greece For use in Hungary For use in Israel 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
Description For use in Latin America 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 slim Windows 8 keyboard: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Bulgaria Fo
Description 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 USB slim Windows 8 keyboard with PCR: For use in Brazil For use in Latin America HP USB SmartCard slim keyboard with C
Description For use in Italy 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 United States HP wireless collaboration keyboard:
Description 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 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 in Germany For use
Description 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 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 use in Denmark, Finland, and Norway For use in Fr
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.
Description 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, and Norway For use in France For use in Germany For use in Greece For use in Hungary
Description 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 use in Brazil For use in Bulgaria For use in Canada For use in the Czech Republic and Slovakia For use in
Description 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 Yugoslavia For use in Brazil For use in Bulgaria Unbranded USB/PS2 BFRAPVC washable Windows 8 keyboard: For use in Canada For use i
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.
Recommended materials and equipment The following grounding equipment is recommended to prevent electrostatic damage: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cords of one-megohm +/- 10% resistance ● Static-dissipative table or floor mats with hard ties to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwear straps pr
Routine care General cleaning safety precautions 1. Never use solvents or flammable solutions to clean the computer. 2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use the cloth on the component. 3. Always unplug the computer when cleaning with liquids or damp cloths. 4. Always unplug the computer before cleaning the keyboard, mouse, or air vents. 5. Disconnect the keyboard before cleaning it. 6.
CAUTION: Never remove a wide, level 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 then squeezed out. Be careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any fibers or dirt in confined areas. Allow the parts to air dry before reassembly.
Cables and connectors Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts being removed or replaced.
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 28). 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 30 1. Prepare the computer for disassembly (see Preparation for disassembly on page 28). 2. Remove the access panel (see Access panel on page 29). 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 28). 2. Remove the access panel (see Access panel on page 29). 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 28). 2. Remove the access panel (see Access panel on page 29). 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: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 28). 2. Remove the access panel (see Access panel on page 29). 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 28). 2. Remove the access panel (see Access panel on page 29). 3. Remove the drive cage (see Drive cage on page 33). 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 28). 2. Remove the access panel (see Access panel on page 29). 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 28). 2. Remove the access panel (see Access panel on page 29). 3. Remove the front bezel (see Front bezel on page 32). 4. Remove the drive cage (see Drive cage on page 33). 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 28). 2. Remove the access panel (see Access panel on page 29). 3. Remove the front bezel (see Front bezel on page 32). 4. Remove the drive cage (see Drive cage on page 33). 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 28). 2. Remove the access panel (see Access panel on page 29). 3. Remove the front bezel (see Front bezel on page 32). 4. Remove the drive cage (see Drive cage on page 33). 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 park 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 28). 2. Remove the access panel (see Access panel on page 29). 3. Remove the front bezel (see Front bezel on page 32). 4. Remove the drive cage (see Drive cage on page 33). Remove the fan-sink: 1. Disconnect the fan-sink cable (1) from the system board. 2.
Processor NOTE: The processor spare park 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 28), and then remove the following components: 2. Remove the access panel (see Access panel on page 29), and then remove the following components: a. Front bezel (see Front bezel on page 32) b. Drive cage (see Drive cage on page 33) 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 park 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 28). 2. Remove the access panel (see Access panel on page 29), and then remove the following components: a. Front bezel (see Front bezel on page 32) b. WLAN module (see WLAN module on page 38) c. Solid-state drive (see Solid-state drive on page 39) 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 28). 2. Remove the access panel (see Access panel on page 29), and then remove the following components: a. Front bezel (see Front bezel on page 32) b. WLAN module (see WLAN module on page 38) c. Solid-state drive (see Solid-state drive on page 39) d. Drive cage (see Drive cage on page 33) e. Fan-sink (see Fan-sink on page 43) f.
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.
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 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 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 may 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 51 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.
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, 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 desired program.
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 non-error text messages.
Control panel message 008–Microcode Patch Error 009–PMM Allocation Error during MEBx Download Recommended action RTC (real-time clock) battery may need to be replaced. 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, 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.
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 System backup and recovery Backing up, restoring, and recovering This section provides information about the following processes. The information in the section is standard procedure for most products. ● Creating recovery media and backups ● Restoring and recovering your system For additional information, refer to Help and Support. ▲ Type help in the taskbar search box, and then select Help and Support.
Creating HP Recovery media (select products only) If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu, select File Explorer. ● If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information on the HP website. Go to http://www.hp.
Using Windows tools You can create recovery media, system restore points, and backups of personal information using Windows tools. NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default. For more information and steps, see Help and Support. ▲ Type help in the taskbar search box, and then select Help and Support. Restore and recovery There are several options for recovering your system.
Recovering using HP Recovery Manager HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see Creating HP Recovery media (select products only) on page 101.
Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly. 1. If possible, back up all personal files. 2. Insert the HP Recovery media, and then restart the computer. NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot order. See Changing the computer boot order on page 104. 3.
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 chapter is to provide general information regarding nonvolatile memory in HP Business PCs. 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 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 Stores Management Engine Code, Settings, Provisioning Data and iAMT third-party data store. Management Engine Code is programmed at the factory.
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 Value Chassis (in the desktop position) Height 3.7 in 95 mm Width 10.6 in 270 mm Depth 11.8 in 300 mm Approximate Weight 9.8 lb 4.43 kg Weight Supported (maximum distributed load in desktop position) 77 lb 35 kg Operating 50° to 95°F 10° to 35°C Nonoperating -22° to 140°F -30° to 60°C 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 64 removal and replacement audible codes 92 audio problems 74 audio-in jack 2, 3 audio-out jack 2 audio-out jack jack 3 B battery disposal 27 battery replacement beep codes 92 booting options Full Boot 87 Quick Boot 87 buttons power 2 29 105 C cautions AC power 22 cables 27 electrostatic discharge 22 keyboard cleaning 25 keyboard keys 26 changing a Power-On password 97 changing a Setup password 97 cleaning computer 25 mouse 26 safety precautions 25 CMOS backing up 94 component
memory module removal and replacement microphone jack 2 monitor problems 70 mouse cleaning 26 problems 77 40 N network jack 3 network problems 80 nonvolatile memory 108 numeric error codes 87 O operating guidelines 24 optical drive removal and replacement optional port port 3 overheating, prevention 24 30 P password clearing 94 power-on 94 setup 94 passwords 97 ports optional port 3 serial 3 USB 2 USB SuperSpeed 3 USB with HP Sleep and Charge 2 USB with Wake from S4/S5 3 POST error messages 87 power but
