Maintenance and Service Guide HP EliteDesk 705 G5 Small Form Factor Business PC
© Copyright 2019 HP Development Company, L.P. AMD, Athlon, Radeon, and Ryzen are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel is a trademark of Intel Corporation or its subsidiaries in the U.S. and/or other countries. Microsoft and Windows are trademarks of the Microsoft group of companies.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
iv Safety warning notice
Table of contents 1 Computer features ........................................................................................................................................ 1 Standard configuration features ........................................................................................................................... 1 Front panel components ........................................................................................................................................
Cable management ........................................................................................................................... 19 4 Removal and replacement procedures ........................................................................................................... 20 Preparation for disassembly ............................................................................................................................... 20 Front bezel dust filter .....................................
Recovering the Configuration Settings ............................................................................................................... 71 6 Troubleshooting without diagnostics ............................................................................................................ 72 Safety and comfort .............................................................................................................................................. 72 Before you call for technical support ......
Using HP PC Hardware Diagnostics UEFI ........................................................................................................... 111 Starting HP PC Hardware Diagnostics UEFI .................................................................................... 112 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ............................................ 112 Downloading the latest HP PC Hardware Diagnostics UEFI version ............................
1 Computer features Standard configuration features Features vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP Support Assistant utility. NOTE: You can use this computer model in a tower orientation or a desktop orientation. See Changing from desktop to tower orientation on page 5.
Front panel components Drive configuration varies by model. Some models have a bezel blank that covers one or more drive bays.
Rear panel components Table 1-2 Identifying the rear panel components Rear panel components 1 Audio-in jack 6 Optional port 2 Serial port (optional) 7 USB ports (2) 3 RJ-45 (network) jack 8 USB SuperSpeed ports (4) 4 Audio-out jack for powered audio devices 9 Power cord connector 5 DisplayPort™ monitor connectors (2) NOTE: Your model might have additional optional ports available from HP.
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 when contacting customer service for assistance.
Changing from desktop to tower orientation You can use the computer in a tower orientation with an optional tower stand that you can purchase from HP. NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower stand. 1. Remove or disengage any security devices that prohibit opening the computer. 2. Remove all removable media, such as compact discs and USB flash drives, from the computer. 3.
2 Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Table 2-1 Identifying computer major components (continued) Item Description (5) Fan duct (6) Power supply (180 W) (7) System board (includes replacement thermal material) (8) Heat sink (includes replacement thermal material) (9) Processor AMD Ryzen™ 5 PRO 3400G AMD Ryzen 3 PRO 3200G AMD Athlon™ PRO 300 GE (10) Access panel (11) Solid-state drives (2.
Table 2-1 Identifying computer major components (continued) Item Description 500 GB, 7200 rpm hard drive, FIPS, 7 mm * Solid-state drives (2280, NVMe, M.
Table 2-1 Identifying computer major components (continued) Item Description ● 32 GB ● 16 GB ● 8 GB ● 4 GB WLAN modules * Intel® Wi-Fi 6 AX200 + Bluetooth® 5 (802.11ax 2 × 2 non-vPro, supporting gigabit transfer speeds) Intel Dual Band Wireless-AC 8265 (802.11ac 2 × 2 Wi-Fi + Bluetooth 4.2) Intel 9260 (802.11ac 2 × 2 + Bluetooth 5 PCIe) (non-vPro) Realtek RTL8822CE (802.
Table 2-2 Identifying cables and adapters (continued) Description USB-C to USB 3.0 USB 3.
Table 2-4 Keyboard country codes For use in country or region Spare part number For use in country or region Spare part number For use in country or region Spare part number Belgium -18x Internationally -L3x Russia -25x BHCSY -B4x Israel -BBx Saudi Arabia -17x Bulgaria -26x Italy -06x South Korea -KDx Canada (French) -12x Japan -29x Spain -07x Czech Republic and Slovakia -CGx Latin America -16x Sweden -10x Denmark -08x Netherlands -DXx Switzerland -11x France -05x
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. IMPORTANT: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
Table 3-1 Static electricity occurrence based on activity and humidity (continued) Relative humidity Removing DIPs from vinyl tray 2,000 V 4,000 V 11,500 V Removing DIPs from polystyrene foam 3,500 V 5,000 V 14,500 V Removing bubble pack from PCB (printed circuit board) 7,000 V 20,000 V 26,500 V Packing PCBs in foam-lined box 5,000 V 11,000 V 21,000 V Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
Grounding the work area To prevent static damage at the work area, use the following precautions: ● Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the work surface and properly grounded tools and equipment. ● Use static-dissipative mats, foot straps, or air ionizers to give added protection. ● Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle them only at static-free work areas.
Operating guidelines To prevent overheating and to help prolong the life of the computer: ● Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold. ● Operate the computer on a sturdy, level surface. Leave a 10.2 cm (4 inch) clearance on all vented sides of the computer and above the monitor to permit the required airflow. ● Never restrict the airflow into the computer by blocking any vents or air intakes.
● After cleaning, always wipe the unit with a clean, lint-free cloth. ● Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and limit the airflow. Cleaning the keyboard Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the keyboard. To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer case on page 15.
Tools and software requirements To service the computer, you need the following tools: ● Torx T-15 screwdriver ● Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver) ● Phillips P1 screwdriver ● Nonconductive, nonmarking pry tool ● Diagnostics software Screws The screws used in the computer are not interchangeable. They could have standard or metric threads and might be of different lengths.
Lithium coin cell battery The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime of about three years. See the appropriate removal and replacement chapter for the chassis you are working on in this guide for instructions on the replacement procedures. WARNING! This computer contains a lithium battery. There is a risk of fire and chemical burn if the battery is handled improperly.
Cable management Always follow good cable management practices when working inside the computer. ● Keep cables away from major heat sources like the heat sink. ● Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts are moved. ● When folding a flat ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires. ● Do not bend any cable sharply. A sharp bend can break the internal wires.
4 Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. NOTE: HP continually improves and changes product parts.
Front bezel dust filter Some models are equipped with an optional front bezel dust filter. You must periodically clean the dust filter so that the dust collected on the filter does not impede air flow through the computer. NOTE: The optional front bezel dust filter is available from HP. Before removing the dust filter, follow these steps: ▲ Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the dust filter: 1.
3. 22 To replace the dust filter, press the filter firmly onto the front bezel at the tab locations shown in the following illustration.
Access panel Before removing the access panel, follow these steps: ▲ Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel: 1. Slide the access panel release lever to the right (1) so that it locks into place. 2. Slide the access panel back (2), and then lift it off the computer (3). To install the access panel, reverse the removal procedure.
Front bezel Before removing the front bezel, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). Remove the front bezel: ▲ Lift up the four tabs on the top of the bezel (1), and then rotate the bezel off the chassis (2). To install the front bezel, reverse the removal procedure.
Slim optical drive bezel blank On some models, there is a bezel blank covering the slim optical drive bay. Remove the bezel blank before installing an optical drive. Before removing the bezel blank, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the front bezel (Front bezel on page 24).
Drive cage You must remove the drive cage to access the components underneath. Before removing the drive cage, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the front bezel (Front bezel on page 24). Remove the drive cage: 1. Disconnect the power and data cables from the rear of the drives in the drive cage. 2.
System board connectors Refer to the following illustration and table to identify the system board connectors for your model.
Memory The computer comes with double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) dual inline memory modules (DIMMs). The memory sockets on the system board are populated with at least one preinstalled memory module. To achieve the maximum memory support, you can populate the system board with up to 128 GB of memory configured in a high-performing dual-channel mode.
● In any mode, the maximum operational speed is determined by the slowest DIMM in the system. ● If the system is populated with two DIMMs it runs at the maximum speed of the DIMMs. However, if a single DIMM is added to this configuration, DIMM speed may be reduced to the minimum system memory speed configuration, even if the additional DIMM is specified to run at the higher speed.
2. To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2). NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. Populate the black DIMM sockets before the white DIMM sockets. For maximum performance, populate the sockets so that the memory capacity is spread as equally as possible between Channel A and Channel B. 3.
Expansion card For a list of available expansion cards, see Computer major components on page 6. The computer has one PCI Express ×1 expansion socket and one PCI Express ×16 expansion socket. NOTE: The PCI Express sockets support only low profile cards. You can install a PCI Express ×1, ×4, ×8, or ×16 expansion card in the PCI Express ×16 socket. For dual graphics card configurations, the first (primary) card must be installed in the PCI Express ×16 socket.
b. 32 If you are removing a PCI Express ×1 card, hold the card at each end and carefully rock it back and forth until the connectors pull free from the socket. Lift the card straight up (1), and then away from the inside of the chassis (2) to remove it. Be sure not to scrape the card against other components.
c. If you are removing a PCI Express ×16 card, pull the retention arm on the back of the expansion socket away from the card (1) and carefully rock the card back and forth until the connectors pull free from the socket. Lift the card straight up (2) then away from the inside of the chassis (3) to remove it. Be sure not to scrape the card against other components. 4. Store the removed card in anti-static packaging. 5.
6. To install a new expansion card, hold the card just above the expansion socket on the system board, and then move the card toward the rear of the chassis (1) so that the bottom of the bracket on the card slides into the small slot on the chassis. Press the card straight down into the expansion socket on the system board (2). NOTE: When installing an expansion card, press firmly on the card so that the whole connector seats properly in the expansion card socket. 34 7.
Drives For a list of available drives, see Computer major components on page 6. Drive positions Table 4-2 Identifying drives Drive positions 1 3.5 inch hard drive bay 2 9.5 mm slim optical drive bay NOTE: The drive configuration on your computer might be different than the drive configuration shown above.
Removing a 9.5 mm slim optical drive IMPORTANT: computer. All removable media should be taken out of a drive before removing the drive from the Before removing the optical drive, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). Remove the optical drive: 1. Disconnect the power cable (1) and data cable (2) from the rear of the optical drive.
2. Push the green release latch on the right rear side of the drive toward the center of the drive (1), and then slide the drive forward and out of the bay (2).
Installing a 9.5 mm slim optical drive Before installing the optical drive, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). Install the optical drive: 38 1. If you are installing a slim optical drive in a bay covered by a bezel blank, remove the front bezel (Front bezel on page 24) and then remove the bezel blank (Slim optical drive bezel blank on page 25). 2.
3. Slide the optical drive through the front bezel all the way into the bay (1) so that the latch on the rear of the drive locks into place (2). 4. Connect the power cable and data cable to the rear of the drive. 5. Connect the opposite end of the data cable to one of the SATA connectors on the system board labeled SATA1 or SATA2. NOTE: See System board connectors on page 27 for an illustration of the system board drive connectors. 6. Reassemble the computer. Removing a 3.
2. Pull the release lever next to the rear of the hard drive outward (1). While pulling the release lever out, slide the drive back and lift it out of the bay (2). Installing a 3.5 inch hard drive Before installing the hard drive, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23).
1. Install mounting screws on the sides of the hard drive using standard 6-32 silver-and-blue mounting screws. NOTE: 6-32 mounting screws can be purchased from HP. If you are replacing a drive, transfer the mounting screws from the old drive to the new drive. ● Install four silver-and-blue 6-32 mounting screws (two on each side of the drive). ● You can also install a 2.5 inch hard drive into a 3.5 inch drive bay using an adapter bracket similar to the following example. – Slide the 2.
42 – Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws through the underside of the bracket and into the drive. – Install four 6-32 silver-and-blue mounting screws in the adapter bracket (two on each side of the bracket).
2. Align the mounting screws with the slots on the drive cage. Lower the drive into the drive cage, and then slide it back to secure it in place. 3. Connect the power cable and data cable to the rear of the hard drive. 4. If installing a new drive, connect the opposite end of the data cable to the appropriate system board connector. NOTE: If the 3.5 inch hard drive is the primary drive, connect the other end of the data cable to the dark-blue SATA connector on the system board labeled SATA0.
Reverse the removal procedures to install the solid-state drive.
Fan duct Before removing the fan duct, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). Remove the fan duct: 1. Remove the cable from the clips on top of the duct (1). 2. Pull the tabs on the sides of the duct away from each other (2), and then remove the fan duct from the computer (3). Reverse the removal procedures to install the fan duct.
Heat sink and fan IMPORTANT: The bond between the heat sink and the processor might be very tight. If the computer will power on, before removing the heat sink, turn on the computer until it warms the heat sink. Warming the heat sink loosens the bond between the heat sink and the processor, thereby making separating them easier. Make sure not to pull the processor out of the socket when you lift the heat sink, especially if you cannot warm the heat sink before removal.
Processor For a list of available processors, see Computer major components on page 6. Before removing the processor, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the fan duct (Fan duct on page 45). 4. Remove the heat sink with fan (Heat sink and fan on page 46). Remove the processor: 1.
WLAN module The WLAN module installs into a connector on the system board. For a list of available WLAN modules, see Computer major components on page 6. Before removing the WLAN module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the drive cage (Drive cage on page 26). Remove the WLAN module: 1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
Power supply WARNING! To reduce potential safety issues, use only the power supply provided with the computer, a replacement power supply provided by HP, or a power supply purchased as an accessory from HP with the computer. WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet. To avoid possible personal injury and damage to the equipment, disconnect the power cord from the computer or AC outlet before opening the computer.
3. Push the release lever at the front of the power supply (2), slide the power supply forward, and then remove it from the chassis (3). To install the power supply, reverse the removal procedure. IMPORTANT: When installing the power supply cables, make sure that they are properly positioned so they are not pinched by the drive cage.
Option card For a list of available option cards, see Computer major components on page 6. An option card can be installed under the heat sink near the back of the system board that provides an additional connector on the rear I/O panel. Before removing the option card, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the fan duct (Fan duct on page 45). Remove the option card: 1.
Hood sensor The hood sensor is attached to the rear of the chassis. Before removing the hood sensor, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). Remove the hood sensor: 1. Disconnect the hood sensor cable from the system board connector labeled HSENSE (1). 2. Slide the hood sensor out of the slot on the rear of the chassis (2).
Card reader The card reader is attached to the front of the computer. Before removing the card reader, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the front bezel (Front bezel on page 24). 4. Remove the drive cage (Drive cage on page 26). Remove the card reader: 1. Remove the screw that secures the card reader to the front of the computer (1). 2.
Speaker The speaker is attached to the inside-front of the computer. Before removing the speaker, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the front bezel (Front bezel on page 24). 4. Remove the drive cage (Drive cage on page 26). Remove the speaker: 1. Remove the two Phillips screws (1) that secure the speaker to the front of the chassis. 2.
Antennas The antennas route from the WLAN module to the front and the rear of the computer. Before removing the antennas, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the front bezel (Front bezel on page 24). 4. Remove the drive cage (Drive cage on page 26). Remove the antennas: 1. Disconnect the internal antennas from the WLAN module (WLAN module on page 48). 2.
6. On the rear of the computer, press the tabs on each side of the antenna cover (1), and then rotate the cover off the computer (2). 7. Remove the Phillips screw (1) that secures the antenna to the rear of the computer, and then pull the antenna away from the computer while pulling the cable through the hole in the chassis (2). Reverse the removal procedure to install the WLAN antennas and cables.
System board Before removing the system board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 20). 2. Remove the access panel (Access panel on page 23). 3. Remove the drive cage (Drive cage on page 26). Remove the system board: 1.
5. Slide the system board toward the front of the computer to disengage the I/O panel (2), and then remove the system board from the computer (3). When reinstalling the system board, insert the front of the system board into the front slot, and then push the board back so the rear connectors insert into the rear panel. Align the board with the chassis screw holes. NOTE: 58 When replacing the system board, you must change the chassis serial number in the BIOS.
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.
3. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press enter. To return to the Computer Setup Utilities menu, press esc. 4. To apply and save changes, select Main > Save Changes and Exit. ● If you have made changes that you do not want applied, select Ignore Changes and Exit. ● To restore settings from the Advanced and Main menus to original values, select Apply Factory Defaults and Exit.
Computer Setup–Main NOTE: Support for specific Computer Setup options 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 System Diagnostics If the hard drive has HP PC Hardware Diagnostics installed, the application will launch.
Table 5-1 Computer Setup—Main (continued) Option Description ● Network Configuration Settings ● Update System and Supported Device Firmware Using Local Media Change Date and Time Allows you to set system time and date.
Table 5-2 Computer Setup—Security (continued) Option Description ● WMI commands that change system settings ● BIOS Configuration Utility (BCU) ● Alternative power-on password NOTE: Creating a BIOS user disables the Fast Boot option. NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and make changes to certain plug and play settings under Windows. Change BIOS Administrator Password Lets you change the BIOS administrator password.
Table 5-2 Computer Setup—Security (continued) Option Description IMPORTANT: Clearing the TPM resets it to factory defaults and turns it off. You will lose all created keys and data protected by those keys. ● TPM Activation Policy Select policy as F1 to boot, allow user to reject, or no prompts. BIOS Sure Start ● Verify Boot Block on every boot. Default is disabled. ● BIOS Data Recovery Policy. Default is Automatic.
Table 5-2 Computer Setup—Security (continued) Option Description IMPORTANT: Restoring a previously saved MBR after a disk utility or operating system has modified the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you are confident that the current bootable disk's MBR has been corrupted or infected with a virus. ● Save/Restore GPT of System Hard Drive Enabling this feature will save the GUID Partition Table (GPT) of the system hard drive.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading ● CD-ROM Boot. Default is enabled. ● USB Storage Boot. Default is enabled. ● Network (PXE) Boot. Default is enabled. ● After Power Loss. Default is Power Off. ■ Power off—causes the computer to remain powered off when power is restored. ■ Power on—causes the computer to power on automatically as soon as power is restored.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Import Custom Secure Boot keys Default is disabled. Clear Secure Boot Keys Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is disabled. Reset Secure Boot keys to factory defaults Default is disabled. Enable MS UEFI CA key Disabling this setting alters the Secure Boot key list to further restrict the allowed software components.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Select to show the device in the operating system. Default is enabled. Internal Speakers (does not affect external speakers) Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in the operating system and does not affect the error or warning beeps during POST. Default is enabled. Increase Idle Fan Speed(%) Sets idle fan speed percentage.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is removed from the wake up circuitry, the expansion slots, and any management features while in S5. Default is disabled. SATA Power Management (enable/disable) Enables or disables SATA bus and/or device power management. Default is enabled.
Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading ● BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min. CIRA Timeout (min.) (1/2/3/4/Never) CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active Management Technology (AMT). Computer Setup—UEFI Drivers Lets you restart the computer into the 3rd Party Option ROM Management application. You can start this application directly by pressing F3 during startup.
6 Troubleshooting without diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, see the tables in this chapter for probable causes and recommended solutions. NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, see POST error messages on page 100.
If it becomes necessary to call for technical assistance, be prepared to do the following to make sure that your service call is handled properly: ● Be in front of your computer when you call. ● Write down the computer serial number, product ID number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed.
● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
Computer date and time display is incorrect. Cause Solution RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Poor performance. Cause Solution Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory back to the system. Restart the computer. Virus resident on the hard drive. Run virus protection program. Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 1. If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on. 3. Replace the system board. OR Press and hold the power button for less than 4 s.
Computer powered off automatically and the Power LED flashes red two times, once every second, followed by a 2 s pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution 3. If fan a plugged in and not spinning, replace it. Power LED flashes Red four times, once every second, followed by a 2 s pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.
Drive not found (identified). Cause Solution Cable could be loose. Check cable connections. The system may not have automatically recognized a newly installed device. See reconfiguration directions in the Solving hardware installation problems on page 90 section. If the system still does not recognize the new device, check to see if the device is listed within 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.
Computer will not boot from hard drive. Cause Solution Boot order is not correct. Run the Computer Setup utility and change boot sequence in Advanced > Boot Options. Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any beeps are heard. See POST error messages on page 100 to determine possible causes for the blinking red and beep codes. See the Worldwide Limited Warranty for terms and conditions. Computer seems to be locked up.
Can not write to the media card. Cause Solution The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card to see if it writable. See the previous section for a list of compatible cards. Media card is locked. Locking the media card is a safety feature that prevents writing to and deleting from an SD/Memory Stick/PRO card. If using an SD card, make sure that the lock tab located on the right of the SD card is not in the locked position.
Solving display problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Blank screen (no video). Cause Solution If you have a system with an option card with display connectivity, the option card may not be seated correctly. 1. Reseat the option card. 2. Power on the system and retest. 3. If the issue persists, replace the option card only. 4. Power on the system and retest. 5.
Blank screen and the power LED flashes Red five times, once every second, followed by a 2 s pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video memory error. 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.
Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded. Install the video drivers included in the upgrade kit. Monitor is not capable of displaying requested resolution. Change requested resolution. Graphics card is bad. Replace the graphics card. The picture is broken up, rolls, jitters, or flashes.
“Out of Range” displays on screen. Cause Solution 2. Type msconfig in the taskbar search box, and then select msconfig from the list of applications. 3. Click the Boot tab, select Safe boot and then click OK. High pitched noise coming from inside a flat panel monitor. Cause Solution Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Headset microphone connected to the front is not working or is very quiet. Cause Solution Terminal Platform) style headsets. These differ by the microphone connections. Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications. Sound does not come out of the speaker or headphones. Cause Solution Software volume control is turned down or muted.
Sound from headphones is not clear or muffled. Cause Solution Headphones are plugged into the rear audio output connector. The rear audio output connector is for powered audio devices and is not designed for headphone use. Plug the headphones into the headphone connector on the front of the computer. Computer appears to be locked up while recording audio. Cause Solution The hard disk might be full. Before recording, make sure there is enough free space on the hard disk.
Printer will not print. Cause Solution DIR C:\ > [printer port] where [printer port] is the address of the printer being used. If the printer works, reload the printer driver. To run MS-DOS commands, press the Windows key + r, type cmd in the Open box, and then click OK. If you are on a network, you may not have made the connection to the printer. Make the proper network connections to the printer. Printer may have failed. Run printer self-test. Printer will not turn on.
Solving keyboard and mouse problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no function of mouse/keyboard and external drive. Cause Solution If your computer is equipped with USB 3.0 ports, connected USB 3.
Mouse does not respond to movement or is too slow. Cause Solution IMPORTANT: When attempting to resume from Sleep state, do not hold down the power button for more than 4 s. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse will only move vertically, horizontally, or movement is jerky. Cause Solution Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty.
Computer will not start. Cause Solution Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location. 1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation. NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4. 2. Observe the beeps and LED lights on the front of the computer.
Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution No active network is detected. Check cabling and network equipment for proper connection. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. Network controller stops working without apparent cause. Cause Solution The cable is not securely connected.
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled. The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and other management functions. System will not boot or does not function properly after installing additional memory modules. Cause Solution A memory module is not installed in the DIMM1 or XMM1 socket.
System memory is performing at a speed lower than DIMM specification. Cause Solution If the system is populated with two DIMMs, it runs at the maximum speed of the DIMMs as allowed by the system hardware. However, if a single DIMM is added to a dual-memory configuration, DIMM speed may be reduced to the minimum system memory speed configuration, even if the additional DIMM is specified to run at the higher speed..
CD-ROM or DVD devices are not detected or driver is not loaded. Cause Solution Drive is not connected properly or not properly configured. See the documentation that came with the optional device. Movie will not play in the DVD drive. Cause Solution Movie might be regionalized for a different country. See the documentation that came with the DVD drive. Decoder software is not installed. Install decoder software. Damaged media. Replace media. Movie rating locked out by parental lock.
Recording or copying CDs is difficult or impossible. Cause Solution Wrong or poor quality media type. 1. Try using a slower speed when recording. 2. Verify that you are using the correct media for the drive. 3. Try a different brand of media. Quality varies widely between manufacturers. Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. USB flash drive is not seen as a drive letter in Windows.
Solving front panel component problems If you encounter problems with devices connected to the front panel, see 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 2. Click Internet Options. 3. In the Browsing history section, click the Delete button. 4. Select the Cookies and website data check box and click the Delete button. 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 a program.
7 POST error messages 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 nonerror text messages. If a POST error occurs, the screen will display the error message.
Control panel message Description Recommended action contact an authorized dealer or reseller for RTC battery replacement. 163-Time & Date Not Set Invalid time or date in configuration memory. Reset the date and time under Control Panel (Computer Setup can also be used). 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.
Control panel message 304-Keyboard or System Unit Error 501-Display Adapter Failure Description Keyboard failure. Graphics display controller. Recommended action 2. Replace the system board. 1. Reconnect the keyboard with computer turned off. 2. Ensure that none of the keys are depressed. 3. Replace the keyboard. 4. Replace the system board. 1. Clear CMOS. (see Password security and resetting CMOS on page 106). 2. Verify monitor is attached and turned on.
Control panel message 2219-USB Key Provisioning file has invalid header identifier 2220-USB Key Provisioning file has mismatch version Description Recommended action Provisioning file contained on the USB key has been corrupted or is not a valid version for the current ME firmware. Provisioning file contained on the USB key is not a valid version for the current ME firmware. 3. If the error still persists, replace the system board. 1.
Interpreting POST diagnostic front panel lights and audible codes This section covers the front panel light codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board.
Table 7-1 Interpreting POST diagnostic front panel lights and audible codes (continued) Activity Beeps Possible cause Recommended action 4. Replace the system board. Red power light flashes six times, once every second, followed by a two second pause. Beeps stop after fifth iteration but lights continue until problem is solved. 6 Pre-video graphics error. Replace the system board. Red power light flashes seven times, once every second, followed by a two second pause.
8 Password security and resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: administrator password and power-on password. When you establish only an administrator password, any user can access all the information on the computer except Computer Setup.
1. Shut down the operating system properly, and 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, hot surfaces, or both, be sure to disconnect the power cord from the AC outlet, and allow the internal system components to cool before touching.
3. When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your new password, another slash (/) or alternate delimiter character, and your new password again as shown: current password/new password/new password NOTE: Type the new password carefully since the characters do not appear on the screen. 4. Press Enter. The new password will take effect the next time the computer is restarted.
IMPORTANT: Pushing the CMOS button resets CMOS values to factory defaults. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See Computer Setup (F10) Utility on page 59 for information on backing up the CMOS settings. 4. Locate, press, and hold the CMOS button in for 5 seconds. NOTE: Make sure you have disconnected the AC power cord from the AC outlet.
9 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows (select products only) HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it.
Downloading the latest HP PC Hardware Diagnostics Windows version To download HP PC Hardware Diagnostics Windows, follow these steps: 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2. Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash drive. The tool is downloaded to the selected location.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you must use the attached keyboard. NOTE: If you need to stop a diagnostic test, press esc. Starting HP PC Hardware Diagnostics UEFI To start HP PC Hardware Diagnostics UEFI, follow these steps: 1. Turn on or restart the computer, and quickly press esc. 2. Press f2. The BIOS searches three places for the diagnostic tools, in the following order: a.
1. Go to http://www.hp.com/support. 2. Enter the product name or number, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI Diagnostics version for your computer. Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware Diagnostics UEFI to your computer.
● Set a location for storing the test results. You can also set the user name and password settings used for uploads. ● Display status information about the diagnostics run previously. To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: 1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. 2. Select Advanced, and then select Settings. 3. Make your customization selections. 4.
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 115). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 115).
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 115.
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.
11 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 of 100 V ac-120 V ac or 220 V ac-240 V 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.
12 Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the hard drive has been removed. HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check box for DriveLock password on restart. Select OK to proceed. h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. i.
Nonvolatile memory usage Table 12-1 Troubleshooting steps for 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 MB No Yes What is the purpose of this memory? Provides protected backup of critical System BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP Sure Start.
Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile Memory Type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data input into this memory? How is this memory write-protected? support. Select Find your product, and then follow the on-screen instructions. Intel Management 1.5 MB or 7 MB Engine Firmware (present only in select Elite or Z models.
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 Security, and then select Restore Security Settings to Factory Defaults. c. Follow the on-screen instructions. d.
13 Specifications Table 13-1 Specifications Item Metric U.S. Width 95 mm 3.7 in Depth 270 mm 10.6 in Height 296 mm 11.7 in Weight 5.88 kg 12.
Index A access panel illustrated 7 locked 75 removal and replacement 23 antenna cover illustrated 6 antennas disconnecting 48 removal and replacement 55 audible codes 104 audio problems 85 B backup, creating 115 backups 115 battery disposal 18 beep codes 104 Bezel blank for optical drive slot illustrated 8 boot order, changing 116 booting options Full Boot 100 Quick Boot 100 C cable management 19 cable pinouts, SATA data 18 card reader illustrated 9 removal and replacement 53 CD-ROM or DVD problems 95 chang
K keyboard cleaning 16 keyboard problems 89 L lights blinking PS/2 keyboard 104 M M.
service considerations 16 Setup password 107, 108 setup password 106 software problems 99 servicing computer 17 solid-state drives sizes 7, 8 speaker illustrated 6 removal and replacement 54 specifications computer 126 static electricity 12 system board illustrated 7 removal and replacement 57 SATA connectors 18 system board connectors 27 system memory, removing personal data from volatile 120 system restore point, creating 115 T temperature control 15 tools, servicing 17 Torx T15 screwdriver 17 tower conve
