Maintenance & Service Guide HP Compaq Elite 8300 Touch All-in-One Business PC HP Compaq Elite 8300 All-in-One Business PC HP Compaq Pro 6300 All-in-One Business PC
© Copyright 2012, 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
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 Overview ................................................................................................................................ 1 Front components ..................................................................................................................... 3 Side components ...................................................................
How to access and run HP PC Hardware Diagnostics - UEFI ........................................................ 28 Downloading HP PC Hardware Diagnostics to a USB device ....................................................... 29 5 Serial ATA (SATA) Drive Guidelines and Features ............................................................. 30 SATA Hard Drives .................................................................................................................. 30 SATA Hard Drive Cables .........
Replacing drives .................................................................................................................... 53 Replacing the hard disc drive with a 3.5-inch hard disc drive or a single 2.5-inch drive ... 53 Replacing the optical disc drive ................................................................................ 57 Memory ................................................................................................................................ 60 Replacing the battery .
Solving Keyboard and Mouse Problems .................................................................................. 145 Solving Hardware Installation Problems .................................................................................. 147 Solving Network Problems .................................................................................................... 149 Solving Memory Problems .....................................................................................................
Country-specific requirements ................................................................................................ 193 Appendix B Specifications ................................................................................................ 194 8300 models ....................................................................................................................... 194 6300 models ..........................................................................................................
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1 Product Features Overview Figure 1-1 HP Compaq All-in-One Business PC (model 8300 shown) The HP Compaq All-in-One Business PC offers the following features: ● Integrated All-in-One form factor ● Full HD, LCD display (1920 x 1080) with LED backlighting ◦ 23-inch diagonal with optical touch ◦ 23-inch diagonal ◦ 21.
2 ● Up to 2 TB hard disc drive, or up to 300 GB Solid State Drive ● Optional Tray-load HP SuperMulti DVD+/-RW SATA Optical Disc Drive or DVD-ROM disc drive ● Optional mSATA module that can be used as a cache or SSD for the Elite 8300 or as a second drive for the Pro 6300 ● Intel Q77 Express chipset – Intel vPro (HP Compaq Elite 8300 All-in-One Business PC) ● Intel Q75 Express chipset (HP Compaq Pro 6300 All-in-One Business PC) ● Two SODIMM slots with up to 16 GB of DDR3 SDRAM memory and dual cha
Front components NOTE: Front components are the same for 6300 and 8300 models.
NOTE: If you mute or reactivate the speaker in a software application, the icon illuminates or darkens accordingly. You cannot mute or reactivate the microphone from a software application. Side components NOTE: Side components are the same for 6300 and 8300 models. Figure 1-3 Side components Table 1-2 Side components 4 Component Component 1 Hard disc drive activity LED 6 Tray-load optical disc drive 2 HP 6-in-1 media card reader (optional) 7 Optical disc drive eject button 3 (2) USB 3.
Rear components NOTE: Rear components are the same for 6300 and 8300 models. Figure 1-4 Rear components Table 1-3 Rear components Component Component 1 Access panel 8 DisplayPort connector 2 Access panel latches 9 RJ-45 Gigabit Ethernet port 3 Security lock slot 10 Stereo audio line out 4 Power connector 11 Rear port cover 5 (2) PS/2 mouse and keyboard connectors 12 Serial port (optional) 6 (2) USB 2.0 ports 13 Access panel security screw 7 (2) USB 3.
Adjusting the tilt/swivel base Tilt the computer forward up to -5 degrees or backward up to +30 degrees to set it to a comfortable eye level. Figure 1-5 Adjusting tilt The tilt/swivel base has a swivel pad on the underside that allows you to swivel the computer up to 360 degrees left or right for the best viewing angle.
Height adjustable/recline stand (optional) An optional stand may be purchased to allow ● height adjustment of 110 mm (4.3 inches) ● rotation from landscape to portrait position ● tilt backward up to +60 degrees ● recline to 30 degrees from the desktop WARNING! If the height adjustable/recline stand is installed, before laying the computer down for service, position the computer vertically by grasping the sides of the display, and then raise the display to the highest position.
To install the height adjustable stand: 1. Insert the stand into the slots in the rear of the computer. Figure 1-8 Installing the height adjustable stand 2. Install the screws that secure the stand to the computer.
2 Activating and Customizing the Software NOTE: This chapter provides information for both Windows 7 and Windows 8. Activating and customizing the software in Windows 7 If your computer was not shipped with a Windows® operating system, some portions of this documentation do not apply. Additional information is available in online help after you activate the operating system. CAUTION: Do not add optional hardware or third-party devices to the computer until the operating system is successfully activated.
Downloading Windows 7 updates Microsoft may release updates to the operating system. To help keep the computer running optimally, HP recommends checking for the latest updates during the initial installation and periodically throughout the life of the computer. 1. To set up your Internet connection, click Start > Internet Explorer and follow the instructions on the screen. 2. After an Internet connection has been established, click the Start > All Programs > Windows Update. 3.
We recommend that you register your computer with HP during operating system set up so you can receive important software updates, facilitate support questions, and sign up for special offers. You can also register your computer with HP using the Register with HP app on the Start screen. CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE PROCESS IS COMPLETE.
3 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: 12 ● Change factory default settings. ● Set the system date and time. ● Set, view, change, or verify 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.
● Enable or disable removable media boot ability. ● Solve system configuration errors detected but not automatically fixed during the Power-On SelfTest (POST). ● Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers. ● Execute self-tests on a specified ATA hard drive (when supported by drive). ● Enable or disable DriveLock security (when supported by drive).
Computer Setup—File NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-2 Computer Setup—Storage Option Description Device Configuration Lists all installed BIOS-controlled storage devices. When a device is selected, detailed information and options are displayed. The following options may be presented: ● Hard Disk: Size, model, firmware version, serial number, connector color.
Table 3-2 Computer Setup—Storage (continued) Storage Options eSATA Port Allows you to set a SATA port as an eSATA port for use with an external drive. Default is enabled. This setting affects only the port with the black connector, labeled as eSATA on the system board. This port should have the eSATA back panel connector attached to use eSATA drives. For more information, see the eSATA white paper at www.hp.com.
Table 3-2 Computer Setup—Storage (continued) DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System (DPS) self-tests. NOTE: This selection will only appear when at least one drive capable of performing the DPS selftests is attached to the system.
Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-3 Computer Setup—Security Option Description Setup Password Allows you to set and enable a setup (administrator) password. NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and make changes to certain plug and play settings under Windows. Power-On Password Allows you to set and enable a power-on password.
Table 3-3 Computer Setup—Security (continued) Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for: ● Embedded security device ● System audio ● USB controller (varies by model) ● Network controller NOTE: USB Security You must disable AMT before trying to hide the network controller.
Table 3-3 Computer Setup—Security (continued) Master Boot Record Security Enables/disables Master Boot Record (MBR) security. The MBR contains information needed to successfully boot from a disk and to access the data stored on the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such as those caused by some viruses or by the incorrect use of certain disk utilities.
Table 3-3 Computer Setup—Security (continued) System Security (these options are hardware dependent) Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. Default is enabled. SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled.
Table 3-3 Computer Setup—Security (continued) System Security (continued) OS management of Embedded Security Device (enable/disable) - This option allows the user to limit OS control of the Embedded Security Device. Default is enabled. This option is automatically disabled if Trusted Execution Technology is enabled.
Table 3-3 Computer Setup—Security (continued) Selecting HP Keys causes the computer boot using the preloaded HP-specific boot keys. Default is HP Keys. ● Fast Boot—Enable/Disable. Fast boot disables the ability to interrupt boot, such as pressing f keys to access items before the operating system loads. Default is disabled. NOTE: If Windows 8 detects a serious error, it will interrupt the boot process automatically and display advanced boot options.
Table 3-4 Computer Setup—Power (continued) Hardware Power Management SATA Power Management – Enables or disables SATA bus and/or device power management. Default is enabled. S5 Maximum Power Savings – Turns off power to all nonessential hardware when system is off to meet EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled. PCI Express x16 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set lower power modes that activate when the bus is not being used.
Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-5 Computer Setup—Advanced (for advanced users) Option Heading Power-On Options Allows you to set: ● POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days). ◦ QuickBoot (default) = Do not clear memory or perform a memory test. ◦ FullBoot = Memory test (count) on cold boot. Clears memory on all boots. ◦ Clear Memory = No memory count on cold boot.
Table 3-5 Computer Setup—Advanced (for advanced users) (continued) BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify. Onboard Devices Allows you to set resources for or disable Legacy devices. Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all operating systems. To hide a device from the operating system, see Security > Device Security.
Table 3-5 Computer Setup—Advanced (for advanced users) (continued) VGA Configuration Displayed only if there is an add-in video card in the system. Allows you to specify which VGA controller will be the “boot” or primary VGA controller. AMT Configuration Allows you to set: ● AMT (enable/disable). Allows you to enable or disable functions of the embedded Management Engine (ME) such as Active Management Technology (AMT).
4 HP PC Hardware Diagnostics To help troubleshoot and diagnose failures, use the UEFI-based hardware diagnostic solution that HP includes on all products. This tool can even be used if the computer will not boot to the operating system. Why run HP PC Hardware Diagnostics – UEFI The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite the support process when issues are found. The tools save time by pinpointing the component that needs to be replaced.
After pressing F2, the BIOS sequentially searches three places for the system diagnostics: a. First – a connected USB drive (to download the diagnostics tools to a USB drive, see the instructions in Downloading HP PC Hardware Diagnostics to a USB device on page 29). b. Second – the hard disk drive. c. Third – in the BIOS, a core set of diagnostics (for memory and hard disk drive) that are accessible only if the USB or hard disk drive versions are not detected.
5 Serial ATA (SATA) Drive Guidelines and Features NOTE: HP only supports the use of SATA hard drives on these models of computer. No Parallel ATA (PATA) drives are supported. SATA Hard Drives Serial ATA Hard Drive Characteristics Number of pins/conductors in data cable 7/7 Number of pins in power cable 15 Maximum data cable length 39.37 in (100 cm) Data interface voltage differential 400-700 mV Drive voltages 3.3 V, 5 V, 12 V Jumpers for configuring drive N/A Data transfer rate 3.
SMART ATA Drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers have built-in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is imminent, it generates a fault alert.
6 Routine Care and Disassembly Preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
Electrostatic discharge information A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly throughout a normal cycle. The device may function normally for a while, but it has been degraded in the internal layers, reducing its life expectancy.
● Keep electrostatic sensitive parts in their containers until they arrive at static-free stations. ● Place items on a grounded surface before removing them from their container. ● Always be properly grounded when touching a sensitive component or assembly. ● Avoid contact with pins, leads, or circuitry. ● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam.
Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwea
● Do not place computers so near each other that they are subject to each other’s re-circulated or preheated air. ● Keep liquids away from the computer and keyboard. ● Never cover the ventilation slots on the monitor with any type of material. ● Install or enable power management functions of the operating system or other software, including sleep states. Routine Care General cleaning safety precautions 1. Never use solvents or flammable solutions to clean the computer. 2.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer case on page 36. When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 36 before following these procedures: CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the keys. ● Visible debris underneath or between the keys may be removed by vacuuming or shaking.
Tools and software requirements To service the computer, you need the following: ● Torx T-15 screwdriver (HP screwdriver with bits, PN 161946-001) ● Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver) ● Phillips #2 screwdriver ● Diagnostics software ● HP tamper-resistant T-15 wrench (Smart Cover FailSafe Key, PN 166527-001) or HP tamperresistant bits (Smart Cover FailSafe Key, PN 166527-002) Screws The screws used in the computer are not interchangeable.
● Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid touching the connector. For more information about preventing electrostatic damage, refer to Electrostatic discharge information on page 33 ● Do not use excessive force when inserting a drive. ● Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields such as monitors or speakers.
7 Removal and Replacement Procedures All-in One (AIO) Chassis The following sections provide information about disassembling various components of the computer. Procedures for disassembling both 6300 and 8300 models are the same unless noted. Preparing to disassemble the computer To avoid injury and equipment damage, always complete the following steps in order, when opening the HP Pro All-in-One. 1. Remove all media from the computer. 2. Shut down the computer. 3.
Removing the rear port cover 1. If a cable lock is installed on the rear of the unit, remove the lock. 2. Grasp the rear port cover, then pull it down and off the computer. NOTE: Removing the rear port cover may require that you use a significant amount of force. NOTE: If using forceful pressure on the ribs does not remove security cover, grip the exposed edge of the security cover by the AC plug and pull it straight out. Figure 7-1 Removing the rear port cover Cable management cover 1.
3. Hold the cable management cover under the cables, align the cover hooks with the slots in the stand, and then insert the cover and slide it down. Figure 7-2 Installing the cable management cover Installing an access panel security screw You may prevent access to internal components by securing the access panel. Screw a T15 tamperresistant Torx screw through the left latch of the access panel to prevent removal of the panel.
bottom of the mouse is in the On position (the keyboard does not have a Power switch). Then, turn on the computer and synchronize them as described below. NOTE: For better mouse battery life and performance, avoid using your mouse on a dark or highgloss surface, and turn mouse power off when not in use. To synchronize the wireless keyboard and mouse: 1. Make sure the keyboard and mouse are next to the computer, within 30 cm (1 foot) and away from interference from other devices. 2. Turn on the computer.
6. Press and release the Connect button on the bottom of the keyboard. The blue activity LED from the wireless receiver illuminates when the synchronization command has been received and turns off when synchronization is complete. Figure 7-5 Synchronizing the wireless keyboard and mouse NOTE: If the procedure does not work, remove and then reinsert the wireless keyboard and mouse receiver from the back of the computer and then synchronize the keyboard and mouse again.
Access panel The computer has one main rear access panel that allows access to internal components. To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Slide the access panel latches toward the edges of the unit, then slide the access panel toward the top of the computer until it slides off the unit.
3. To replace the access panel, hold the panel at a 90-degree angle, place the top into the guides in the chassis, and then press down to align it with the guides. Figure 7-7 Replacing the access panel NOTE: Align the bottom of the access panel with the notches on the outside edge of the computer (1) when installing. If an access panel sensor is installed, make sure the tab (2) on the bottom of the access panel slides over the sensor (3) when replacing the access panel.
To replace the access panel, reverse the removal procedures.
Stand The stand is secured with two captive Torx screws. You must remove a plastic cover to gain access to the screws. You must remove the access panel to remove the stand. To remove the stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Push the release button (1) on the bottom of the stand and pull the back of the stand off (2). Figure 7-9 Removing the back of the stand 4.
5. Lift the stand up and off the computer. Figure 7-11 Removing the stand To replace the stand, reverse the removal procedures.
Lower panel The lower panel is located under the stand and on the bottom part of the computer. Figure 7-12 Lower panel location To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the screw (1) in the middle of the lower panel, and detach the lower panel from the chassis (2).
Metal plate The metal plate is located under the stand. Figure 7-14 Metal plate location To remove the metal plate: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5. Remove the two Torx screws (1) securing the metal plate to the chassis.
6. Slide the metal plate left to the left (2), and then lift it off the chassis (3). Figure 7-15 Removing the metal plate To replace the lower panel, reverse the removal procedures.
Replacing drives Replacing the hard disc drive with a 3.5-inch hard disc drive or a single 2.5-inch drive The hard disc drive is located behind the access panel on the left side of the computer (when viewed from behind). The drive is housed in a removable cage. Figure 7-16 Hard drive location If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting drive (SED), you will need a drive adapter. The drive adapter is not included in the 2.5-inch SSD spare parts kits.
3. Pull the latch next to the lower side of the hard disc drive cage away from the cage to release it, then slide the cage toward the edge of the chassis and lift it out. Figure 7-17 Removing the hard disc drive cage 4. Lift the latch on one side of the hard disc drive cage and pull the hard disc drive out of the cage.
5. Remove the four mounting screws from the hard disc drive. Be sure to keep the blue rubber grommets with each screw. Figure 7-19 Removing the mounting screws 6. Screw the four mounting screws into the new hard disc drive. Be sure to keep the blue rubber grommets behind each screw. Figure 7-20 Inserting the mounting screws NOTE: If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting drive (SED), you must 1. mount the drive in a drive adapter 2.
7. Slide the new hard disc drive, or drive adapter bracket holding an optional 2.5-inch drive, into the cage until it snaps in place. Be sure that the connector on the hard disc drive is at the opening of the cage. Figure 7-21 Inserting the hard disc drive into the cage 8. With the hard disc drive connector facing toward the center of the chassis, place the hard disc drive cage into the chassis and slide it toward the center until it snaps firmly into place.
Replacing the optical disc drive The optical disc drive is located above the hard disc drive on the left side of the computer (when viewed from behind). The optical drive data cable connects to the SATA2 and SATA PWR2 system board connectors. NOTE: The drive bracket is not spared. When replacing an optical drive, remove the bracket from the old drive and install it on the new drive. Figure 7-23 Optical drive location 1.
3. Lift the tab at the back of the optical disc drive enclosure to release the drive. Figure 7-24 Removing the optical disc drive NOTE: When replacing an optical drive, remove the bracket from the old drive and install it on the new drive. The bracket is not spared. 4. Remove the two screws securing the optical disc drive bracket to the drive.
5. Secure the optical disc drive bracket to the new drive with the two screws. Figure 7-26 Attaching the optical disc drive bracket 6. Align the new optical disc drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place. NOTE: The optical disc drive can be installed in only one way. Figure 7-27 Installing the optical disc drive 7. To replace the access panel, set the panel on the back of the computer, slightly above the stand, and slide it down into place.
Memory Memory modules are located on the right side of the computer (viewed from behind). The computer has two memory slots. Figure 7-28 Memory module location For proper system operation, the SODIMMs must be: ● industry-standard 204-pin ● unbuffered non-ECC PC3-10600 DDR3-1600 MHz-compliant ● 1.
Table 7-1 Identifying SODIMM locations Location System Board Label Channel Lower Socket SODIMM1 Channel A Upper Socket SODIMM3 Channel B ● The system will operate in single channel mode if the SODIMM sockets are populated in one channel only. ● The system will operate in flex mode if the memory capacity of the SODIMM in Channel A is not equal to the memory capacity of the SODIMM in Channel B.
5. To install a memory module, slide the SODIMM into the socket at approximately a 30° angle (1), then press the SODIMM down (2) so that the latches lock it in place. Figure 7-30 Installing a memory module NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. The computer automatically recognizes the additional memory when you turn on the computer.
Replacing the battery The RTC battery is located near the memory modules under the memory access panel. Figure 7-31 Battery location The battery is located in the memory compartment. 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.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall socket. The lithium battery is only used when the computer is NOT connected to AC power. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, go to http://www.hp.com/ recycle. 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2.
Serial port The serial port is located near the bottom of the computer below the hard drive. It is secured with one Phillips screw. Figure 7-34 Serial port location To remove the serial port: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the lower panel (see Lower panel on page 50). 4. Remove the Phillips screw (1) that secures the port to the computer. 5.
6. Remove the cable from its routing path (3), and remove the serial port assembly from the computer. Figure 7-35 Removing the serial port To install the serial port, reverse the removal procedures.
Webcam module On products that ship with a webcam module, the module is located at the top of the computer beneath the top panel. It is secured with two silver Phillips screws and has one connector. The webcam module is optional. Figure 7-36 Webcam module location To remove the webcam module: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45).
3. Remove the two Torx screws that secure the webcam module bracket to the computer. Figure 7-37 Removing the webcam module 4. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable from the module.
5. To remove the module from the bracket, remove the two Phillips screws that secure the module, and then separate the module from the bracket. Figure 7-39 Disconnecting the webcam module cable To install a webcam module, reverse the removal procedures.
Converter board The converter board is located on the left side of the computer (viewed from behind) under the main rear cover. It is secured with two Torx screws and has two connectors. Use the same converter spare part for all display panels; however, you must change jumper settings on the board based on the display panel. Figure 7-40 Converter board location To remove the converter board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2.
4. Remove the two black Torx screws (2) that secure the board to the computer. Note the converter board jumper settings stamped on the chassis (3). Be sure to correctly position the jumpers on the converter board for the installed display panel. Figure 7-41 Removing the converter board 5. Lift the converter board from the computer. Be sure to correctly position the jumpers on the converter board for the installed display panel, as follows: CAUTION: panel.
21.5-inch 23.0-inch To install the converter board, reverse the removal procedures.
Touch sensor board NOTE: The touch sensor board is located on the right side of the computer (viewed from behind) above the system board. It is secured with one Torx screw and has three connectors. Touch sensor boards are spared with the touch panel spare part kit. Be sure to replace the touch sensor board when replacing a touch display panel. Figure 7-42 Touch sensor board location To remove the touch sensor board: 1.
4. Remove the Torx screw (2) that secures the board to the computer. Figure 7-43 Removing the touch sensor board 5. Lift the touch sensor board from the computer. To install the touch sensor board, reverse the removal procedures.
Heat sinks – Graphics board and processor Separate heat sinks cool the discrete graphic board (select models only) and the processor. If installed, you must remove the smaller graphics heat sink before you can remove the larger processor heat sink. The graphics heat sink is secured with three Torx screws – two captured, one not captured. The heat sinks share the one non-captured screw. The processor heat sink is secured with five Torx screws – four captured, one shared, not captured.
4. Loosen the two silver captive Torx screws on the heat sink (2), and then lift the heat sink out of the computer (3). CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the downward forces on the processor. This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the system board.
4. In the order indicated on the heat sink, loosen the four silver captive Torx screws (1) – (4), and then lift the heat sink out of the computer (5). CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the downward forces on the processor. This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the system board.
6. Lift the heat sink assembly from the computer (6). CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. Figure 7-47 Removing the processor heat sink — 8300 models 7. If you need to remove the fan from the heat sink, remove the three small Phillips screws that secure the fan to the heat sink, and lift the fan from the heat sink.
Processor 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the graphics heat sink (see Graphics heat sink on page 75). 4. Remove the processor heat sink (see Processor heat sink – model 6300 on page 76). 5. Rotate the locking lever to its full open position (1). 6. Raise and rotate the microprocessor retainer to its fully open position (2). 7.
3. If reusing the existing fan sink, clean the bottom of the fan sink with the alcohol pad provided in the spares kit. CAUTION: Before reinstalling the fan sink you must clean the top of the processor and the bottom of the fan sink with an alcohol pad supplied in the spares kit. After the alcohol has evaporated, apply thermal grease to the top of the processor from the syringe supplied in the spares kit. 4.
Figure 7-50 mSATA SSD location To remove the mSATA SSD: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the two Phillips screws that secure the SSD to the computer. 4. Lift the SSD to a 45-degree angle, and then pull it away to remove it from the socket. To install the mSATA SSD, reverse the removal procedures. NOTE: mSATA SSD are designed with a notch to prevent incorrect insertion.
Figure 7-51 WLAN module location To remove the WLAN module: 82 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5. Remove the metal plate (see Metal plate on page 51). 6. Disconnect the antenna cables from the module (1).
7. Remove the Phillips screw (2) that secures the module to the computer. Figure 7-52 Removing the WLAN module screw and antennas 8. Lift the module to a 45-degree angle (1), and then pull it away to remove it from the socket (2). Figure 7-53 Removing the WLAN module To install the WLAN module, reverse the removal procedures.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. Graphics board The graphics board is secured with two Torx screws. Removing it allows access to the webcam and allows you to remove the main rear cover. Figure 7-54 Graphics board location To remove the graphics board: 84 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3.
5. Rotate the board upward (2), and then pull it up and away from the connector to remove it from the computer (3). Figure 7-55 Removing the graphics board To replace the graphics board, reverse the removal procedures.
Speakers On products that ship with speakers, the speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the right speaker you have to remove the power supply plug. Speakers are optional. Figure 7-56 Speaker location To remove the speakers: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48).
Fan The fan is located near the middle of the computer and is secured with three Torx screws. You have to remove the metal plate to remove the fan.. To remove the fan assembly: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5. Remove the metal plate (see Metal plate on page 51). 6.
Side panels The side panels are located one each side of the computer. They are secured with tabs, and the removal procedures are similar for both panels. Figure 7-59 Side panel locations To remove the side panels: 88 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5.
7. Rotate the panel out and off of the computer (2). NOTE: The removal and replacement procedures are similar for both panels. Figure 7-60 Removing the side panels (left side shown) To install the side panels, reverse the removal procedures.
Power supply The power supply is located at the middle, bottom of the computer. It is secured with two Torx screws. The power connector mounts separately with one Torx screw. The power supply slides out of the bottom of the bracket that secures it. Figure 7-61 Power supply location To remove the power supply: 90 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3.
5. Remove the Torx screw (1) that secures the power connector to the computer, and then lift the connector from atop the speaker (2). Figure 7-62 Removing the power connector 6. Disconnect the cable from the system board connector (1). 7. Position the cable above the power supply (2). Positioning the cable above the power supply makes it easier to slide the power supply downward and out of the bracket that secures it.
8. Slide the power supply downward and out of the bracket that houses it. Figure 7-64 Sliding the power supply out of the housing To install the power supply, reverse the removal procedures.
System board The system board is located on the right side of the computer (viewed from the rear). It is secured with eight Torx screws. To remove the system board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5. Remove the memory modules (see Memory on page 60). 6.
11. Remove the cable mounting bracket by removing the Torx screw (1), and then sliding it up (2) and lifting it out of the computer. Figure 7-65 Removing the cable mounting bracket 12. On model 6300, remove the eight Torx screws (1) that secure the system board to the computer. On model 8300, remove the ten Torx screws that secure the system board to the computer. NOTE: Model 6300 shown in the following image. 13.
14. Slide the system board toward the top of the computer (3), and then lift up the board from left side to prevent interference between the side I/O bracket with the I/O ports on board. Figure 7-66 Removing the system board (model 6300 shown) To install the system board, reverse the removal procedures. Replace the thermal pad below the system board.
When replacing the system board, be sure to route the cables correctly. See the following images for cable routing.
Route the following cables from under the power supply: ● Power button board ● Hard drive data (SATA) ● Hard drive power ● Hood sensor System board 97
Updating BIOS with correct display manufacturer After replacing the system board, make sure the BIOS display panel manufacturer setting is correct. If the incorrect panel manufacturer is set in BIOS, the display panel may function incorrectly. The display panel manufacturer is identified on the jumper setting label on the base pan. After confirming the manufacturer of the display panel on the computer, go into BIOS and make sure the LVDS Panel Select setting is correct.
Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the affected computer. Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate the system) or a system recovery failure. To update SMBIOS information in Computer Setup: 1. Turn on or restart the computer. 2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen.
Card reader board The card reader board is located on the right side of the system board. It is secured with two screws. Figure 7-67 Card reader board location To remove the card reader board: 100 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45).
3. Remove the two Phillips screws (1) that secure the board to the system board. Figure 7-68 Removing the card reader board screws 4. Lift the board to a 45-degree angle (1), and then pull it away to remove it from the socket (2). Figure 7-69 Removing the card reader board To install the card reader board, reverse the removal procedures.
Power button board The power button board is located on the bottom left corner of the computer. It is covered by a Mylar shield and has two connectors and one screw. Figure 7-70 Power button board location To remove the power button board: 102 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the stand (see Stand on page 48). 4. Remove the lower panel (see Lower panel on page 50). 5.
7. Remove the Torx screw (1) that secures the Mylar that covers the power button board, and then lift the Mylar from the computer (2). NOTE: On some models, the left screw that secures the left speaker (when viewed from the rear) may also secure the Mylar.
8. Disconnect the two cables (1) from the board, and then remove the Torx screw that secures the board to the computer (2). Figure 7-72 Removing the power button board 9. Remove the power button board from the computer. To install the power button board, reverse the removal procedures.
Front bezel The front bezel is located on the front of the computer and is secured to the main system bracket with eight Torx screws. Replacement bezels include the webcam shutter and capacitive sensor board. On models that do not include a webcam, you must remove the shutter and install the webcam insert (Webcam assembly kit) into the slot in which the webcam would otherwise be installed. To remove the front bezel: 1.
11. Lift the bracket from the bottom-left side of the computer. Figure 7-73 Removing the bracket 12.
◦ Bottom: 2 screw Figure 7-74 Front bezel assembly screw locations – 6300 models ● Model 8300: 14 total screws ◦ Left: 4 screws ◦ Top: 4 screws Front bezel 107
◦ Right 4 screws ◦ Bottom: 2 screw Figure 7-75 Front bezel assembly screw locations – 8300 models 13. Lift the bracket from the bezel. To install the front bezel, reverse the removal procedures.
Antenna The antenna route from the WLAN card to the top of the computer. To remove the antenna: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Remove the access panel (see Access panel on page 45). 3. Remove the optical drive (see Replacing the optical disc drive on page 57). 4. Remove the stand (see Stand on page 48). 5. Remove the lower panel (see Lower panel on page 50). 6. Remove the metal plate (see Metal plate on page 51). 7.
12. Remove the two Torx screws that secure each antenna to the frame.
13. Note the routing path for each antenna for replacement. Figure 7-78 Antenna routing paths To install the antenna, reverse the removal procedures. Display panel Model 6300 offers three different display panels – LG, AUO, and CMI. Model 8300 offers three different display panels – LG, Samsung, and CMI. Display panels require a backlight cable specific to the manufacturer. Make sure you use the backlight cable packaged with the display panel.
6. Remove the metal plate (see Metal plate on page 51). 7. Remove the power supply (see Power supply on page 90). 8. Remove the speakers (see Speakers on page 86). 9. Remove the side panels (see Side panels on page 88). 10. Remove the front bezel (see Front bezel on page 105). 11. Disconnect the backlight cable from the display panel. NOTE: Replace the backlight cable with the new backlight cable that comes with the new display panel kit.
12. Model 6300: Remove the four Torx screws that secure the display panel to the frame. The screw locations for each manufacturer are stamped into the metal. The LG (1) and AUO (2) panels are secured with two screws on each side (left and right). Figure 7-80 Display panel screw locations – 6300 models – LG or AUO panel The CMI panel is secured with two screws on top, two screws on the bottom.
13. Model 8300: Remove the four Torx screws that secure the display panel to the frame. The screw locations for each manufacturer are stamped into the metal. The LG (1) and AUO (2) panels are secured with two screws on each side (left and right). Figure 7-82 Display panel screw locations – 8300 models – Samsung or LG panel The CMI panel is secured with two screws on top, two screws on the bottom. Figure 7-83 Display panel screw locations – 8300 models – CMI panel 14. Lift the display panel from the frame.
15. Disconnect the display cable from the display panel by pressing in on the tabs (1) on the side of the connector, and pulling the cable from the connector (2). Figure 7-84 Disconnecting the display cable from the display panel Be sure to correctly position the jumpers on the converter board for the installed display panel, as follows: CAUTION: Incorrect jumper placement can result in damage to the converter board and display panel. ● ● 21.
21.5-inch 23.0-inch To install a display panel, reverse the removal procedures. When replacing a touch display panel, be sure to route the ZIF cables through separate holes in the frame so they correctly connect to the touch sensor board.
Updating BIOS when installing a display panel for a different manufacturer If you install a display panel from a different manufacturer than what was previously installed (for example, replace an LG panel with a Samsung panel), you need to update BIOS with the new panel information. Failure to do so may cause the new panel to function incorrectly. To update BIOS with the new panel model information: 1. Boot the computer. 2.
Hood sensor The hood sensor is located on the bottom left of the computer (when viewed from behind). Figure 7-85 Hood sensor location To remove the hood sensor: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 2. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40). 3. Remove the access panel (see Access panel on page 45). 4. Remove the stand (see Stand on page 48). 5.
13. Remove the cable from its routing path. Figure 7-86 Hood sensor cable routing path 14. Slide the hood sensor out of its slot built into the chassis. NOTE: the hood sensor fits tightly into the slot. Removal may require a flat-blade screwdriver to help disengage it. Figure 7-87 Removing the hood sensor To install the hood sensor, reverse the removal procedures.
Hard drive and optical drive cables and connectors The hard drive and optical drive connectors are located near the middle of the computer, partially under the main display bracket. Each connector is secured with two Torx screws and has two cables that connect to the system board. The optical drive connector cables are longer than the hard drive connector cables. Figure 7-88 Hard drive cable and optical drive cable location To remove the hard drive or optical drive connector: 1.
12. Remove the cables from the metal clips built into the computer. 13. Disconnect the hard drive cables or the optical drive cables from the system board. NOTE: Be careful not to damage the cable when disconnecting it from the board. Do not pull on the wires. 14. Remove the connector from the computer. Figure 7-89 Removing the hard drive or optical drive connectors To install the hard drive or optical drive connector, reverse the removal procedures.
8 Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
● If you recently installed new software, uninstall the software and see if the computer functions properly. ● Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.” ● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 123 in this guide.
● Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages on page 175 for more information. ● Turn up the brightness and contrast controls of the monitor if the monitor is dim. ● Press and hold any key. If the system beeps, then the keyboard should be operating correctly. ● Check all cable connections for loose connections or incorrect connections.
Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
Cursor will not move using the arrow keys on the keypad. Cause Solution The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you want to use the arrow keys on the keypad. You can also disable or enable the Num Lock key in Computer Setup at Advanced > Device Options. There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1.
Table 8-1 Solving General Problems (continued) 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. Windows 7: 1. Close unnecessary applications to free up memory. 2. Add more memory. 3.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing). Cause Solution Processor thermal protection activated: 1. Ensure that the computer air vents are not blocked and the processor cooling fan is running. 2. Open the access panel, press the power button, and see if the processor fan (or other system fan) spins.
Solving Power Problems Common causes and solutions for power problems are listed in the following table. Table 8-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution If equipped with a voltage selector, voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V). Select the proper AC voltage using the selector switch. Power supply will not turn on because of internal power supply fault. Replace the power supply.
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.) 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. Proper voltage setting depends on your region. 2.
Solving Hard Drive Problems Table 8-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and rightclick on a drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now. In Windows 8, on the Start screen type e, and then select File Explorer from the list of applications.
Table 8-3 Solving Hard Drive Problems (continued) Drive not found (identified). Cause Solution The device is attached to a SATA port that has been hidden in Computer Setup. Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security. Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced > Power-On Options. Nonsystem disk/NTLDR missing message.
Table 8-3 Solving Hard Drive Problems (continued) Computer will not boot from hard drive. Cause Solution Hard Drive's “Emulation Type” is set to “None.” (some models) Run the Computer Setup utility and change the “Emulation Type” to “Hard Disk” in the device's details under Storage > Device Configuration. Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any beeps are heard.
Solving Media Card Reader Problems Table 8-4 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Windows. Cause Solution By default, Windows will format any media card with a capacity greater than 32MB with the FAT32 format. Some digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card.
Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on the corresponding drive icon, and then select Eject. Pull the card out of the slot. In Windows 8, on the Start screen, type e, and then click File Explorer from the list of applications. Expand Computer, right-click on the corresponding drive icon, and then select Eject. Pull the card out of the slot.
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. Table 8-5 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on. Bad monitor. Try a different monitor. The cable connections are not correct.
Blank screen and the 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 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.
Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card (if applicable) or video connector and the monitor. Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
“No Connection, Check Signal Cable” displays on screen. Cause Solution Monitor video cable is disconnected. Connect the video cable between the monitor and computer. CAUTION: Ensure that the computer power is off while connecting the video cable. “Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the monitor supports. Restart the computer and enter Safe Mode.
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. 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).
Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 8-6 Solving Audio Problems 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.
Table 8-6 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution The application is set to use a different audio device than speakers. Some graphics cards support audio over the DisplayPort connection (if applicable), so multiple audio devices may be listed in Device Manager. Make sure the correct device is being used. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager.
There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than speakers. Some graphics cards support audio over the DisplayPort connection (if applicable), so multiple audio devices may be listed in Device Manager. Make sure the correct device is being used. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager.
Printer will not turn on. Cause Solution The cables may not be connected properly. Reconnect all cables and check the power cord and electrical outlet. 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.
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. Table 8-8 Solving Keyboard Problems 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.
Table 8-9 Solving Mouse Problems Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged into the back of the computer. Shut down the computer using the keyboard. Windows 7: 1. Press the Ctrl and Esc keys at the same time (or press the Windows logo key) to display the Start menu. 2. Use the arrow keys to select Shut Down and then press Enter. 3.
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.
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. On all computers except the USDT, DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4. 2.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Graphics card (some models) is not seated properly or is bad, or system board is bad. For systems with a graphics card: 1. Reseat the graphics card. Power on the system. 2. Replace the graphics card. 3. Replace the system board. For systems with integrated graphics, replace the system board.
Table 8-11 Solving Network Problems (continued) Wake-on-LAN feature is not functioning. Cause Solution S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup. Select Advanced > Device Options > S5 Wake on LAN. Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 7: 1. Select Start > Control Panel > Network and Sharing Center. 2. Under Tasks, select Manage network connections. 3. Click Local Area Connection. 4. Click the Properties button. 5.
Network driver does not detect network controller. Cause Solution Network controller is disabled. 1. Run Computer Setup and enable network controller. 2. Enable the network controller in the operating system using Device Manager. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager. To access Device Manager in Windows 8, from the Start screen, type c, select Control Panel from the list of applications, and then select Device Manager.
Diagnostics reports a failure. Cause Solution The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector. There is a problem with the cable or a device at the other end of the cable. Ensure that the cable and device at the other end are operating correctly.
Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in Windows 7 or Windows recovery tools in Windows 8. 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.
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 dualchannel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB), thirdparty data storage, and other management functions. Table 8-12 Solving Memory Problems System will not boot or does not function properly after installing additional memory modules.
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 CD-ROM and DVD Problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Table 8-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive. Cause Solution The device is attached to a SATA port that has been hidden in the Computer Setup utility.
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 may 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.
The computer boots to DOS after making a bootable flash drive. Cause Solution Flash drive is bootable. Install the flash drive only after the operating system boots. Flash drive is defective. Try a different flash drive.
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 The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.) IP address is not configured properly. Contact your ISP for the correct IP address. Cookies are corrupted. (A “cookie” is a small piece of information that a Web server can store temporarily with the Web browser.
Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. ● Be sure that all the needed device drivers have been installed. ● If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system.
Computer will not continue after HP logo screen displays. Cause Solution System files may be damaged. In Windows 7, use recovery media to scan hard drive for errors, or use Windows Startup Repair to fix problems that might prevent Windows from starting correctly. Windows Startup Repair is one of the recovery tools in the System Recovery Options menu. You can also create a system repair disc that contains the System Recovery Options menu.
Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com. NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set. Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.
9 Backup and Recovery Restoring and recovering in Windows 7 To protect from loss or damage, back up your personal data files. Refer to the operating system or backup utility documentation for instructions on making backup copies of your data files. To protect the software from loss or damage, keep a backup copy of all system software, applications, and related files stored on the hard drive. If you cannot create system recovery CDs or DVDs, you can order a recovery disk set from support.
System Recovery WARNING! This procedure will delete all user information. To prevent loss of information, be sure to back up all user information so you can restore it after recovery. System Recovery completely erases and reformats the hard disk drive, deleting all data files that you have created, and then reinstalls the operating system, programs, and drivers. However, you must reinstall any software that was not installed on the computer at the factory.
6. Select Yes, and then click Next. Your computer restarts. NOTE: If your system does not detect a recovery partition, it prompts you to insert recovery media that you have created. Insert the first disc or the USB flash drive, select Yes, and then click Next to restart the computer. If you are using discs, insert the next disc when prompted. 7. When the computer restarts, you will see the Recovery Manager welcome screen again. Under I need help immediately, click System Recovery.
NOTE: Some features might not be available on systems that are shipped without a Windows operating system. ● To create recovery discs, your computer must have a DVD writer, and you must use only highquality blank DVD+R or DVD-R discs. NOTE: You cannot use DVD+RW, DVD-RW, DVD+RW DL, DVD-RW DL, DVD+R DL, or DVD-R DL discs to create recovery discs. ● You have the option of creating a recovery USB flash drive instead, using a high-quality USB drive.
capacity, it will appear grayed out, and you must replace it with a larger USB flash drive. Click Next. NOTE: Recovery Media Creation formats the flash drive, deleting any files on it. 6. Follow the on-screen instructions. When the process is complete, label the USB flash drive and store it in a secure place. NOTE: Do not use media cards for creating recovery media. The system may not be able to boot up from a media card and you may not be able to run system recovery.
Using recovery media CAUTION: System Recovery deletes all data and programs you have created or installed. Back up any important data to a CD or DVD or to a USB flash drive. To create recovery media, see System recovery using recovery media on page 167. To perform a System Recovery using recovery media: 1. If using a set of DVDs, insert the first recovery disc into the DVD drive tray, and close the tray. If you are using a recovery USB flash drive, insert it into a USB port. 2.
Backup and recovery in Windows 8 To protect your information, use Windows Backup and Restore to back up individual files and folders, back up your entire hard drive, create system repair media, or create system restore points. In case of system failure, you can use the backup files to restore the contents of your computer. From the Start screen, type restore, click Settings, and then select from the list of displayed options.
NOTE: The backup process may take over an hour, depending on file size and the speed of the computer. 1. From the Start screen, type backup, click Settings, and then select from the list of displayed options. 2. Follow the on-screen instructions to set up your backup, create a system image, or create system repair media.
3. If the Windows partition and the HP Recovery partition are listed, restart the computer after Windows has loaded, and then press and hold Shift while clicking Restart. NOTE: If the computer fails to boot to Windows after several attempts, the system will boot to the Windows Recovery Environment by default. 4. Select Troubleshoot, select Advanced Options, and then select Automatic Repair. 5. Follow the on-screen instructions.
NOTE: This process takes several minutes. 1. If possible, back up all personal files. 2. Restart the computer, and then follow the instructions provided with the Windows 8 operating system media to install the operating system. 3. When prompted, press any keyboard key. 4. Follow the on-screen instructions. After the repair is completed: 174 1. Remove the Windows 8 operating system media, and then insert the Driver Recovery media. 2.
10 POST Error Messages 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. If a POST error occurs, the screen will display the error message.
POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table 10-1 Numeric Codes and Text Messages Control panel message Description Recommended action 101-Option ROM Checksum Error System ROM checksum. 1. Verify the correct ROM. 2. Flash the ROM if needed. 3.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 164-MemorySize Error Memory configuration incorrect. 1. Run Computer Setup or Windows utilities. 2. Make sure the memory module(s) are installed properly. 3. If third-party memory has been added, test using HP-only memory. 4. Verify proper memory module type. 1. Ensure memory modules are correctly installed. 2. Verify proper memory module type. 3.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 304-Keyboard or System Unit Error Keyboard failure. 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. Reseat the graphics card (if applicable). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 187.) 3. Verify monitor is attached and turned on. 4.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 917-Front Audio Not Connected Front audio connector has been detached or unseated from motherboard. Reconnect or replace front audio cable. 918-Front USB Not Connected Front USB harness has been detached or unseated from motherboard. Reconnect or replace front USB harness. 1151-Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to COM1. 1.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1801-Microcode Patch Error Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. 1. Reboot the computer. 2. Unplug the power cord, re-seat the memory modules, and reboot the computer. 3. If the memory configuration was recently changed, unplug the computer, restore the original memory configuration, and reboot the computer. 4.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2204-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.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2220-USB Key Provisioning file has mismatch version Provisioning file contained on the USB key is not a valid version for the current ME firmware. 1. Reboot the computer. 2. If the error persists and system BIOS has been recently updated, restore previous system BIOS version. Otherwise, update the ME firmware version. 3. If the error still persists, replace the system board.
Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Invalid Electronic Serial Number Electronic serial number is missing. Enter the correct serial number in Computer Setup. Network Server Mode Active and No Keyboard Attached Keyboard failure while Network Server Mode enabled. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. 3. Ensure that none of the keys are depressed. 4. Replace keyboard.
Interpreting POST diagnostic front panel LEDs This section covers the front panel LED 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. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Red Power LED flashes four times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Red Power LED flashes five times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Red Power LED flashes six times, once every second, followed by a two second pause.
Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Beeps Red Power LED flashes nine times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 9 Red Power LED flashes eleven times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 11 Red Power LED flashes eleven times, once every second, followed by a two second pause.
11 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: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup.
Establishing a Setup or Power-on password To establish the power-on or setup password features, complete the following steps: 1. Turn on or restart the computer. 2. As soon as the computer turns on, press the Esc key while “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. 3. Press the F10 key to enter Computer Setup. 4. To establish Setup password, select Security > Setup Password and follow the instructions.
Resetting the Setup and Power-on password To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 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.
Clearing and resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password. The password will default to “admin” and will need to be reset. The AMT settings will also need to be reset. To access the MEBx, press Ctrl+P during POST.
4. Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure 11-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the Illustrated Parts & Service Map (IPSM). 5. Replace the computer cover or access panel. 6. Reconnect the external devices. 7. Plug in the computer and turn on power.
A Power Cord Set Requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage between 100-120 or 220-240 volts AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.
Country-specific requirements Additional requirements specific to a country are shown in parentheses and explained below. Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) IMQ Austria (1) OVE Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) CSA Sweden (1) SEMKO Denmark (1) DEMKO Switzerland (1) SEV Finland (1) SETI United Kingdom (1) BSI France (1) UTE United States (2) UL Germany (1) VDE 1.
B Specifications 8300 models Table B-1 Specifications Dimensions (with stand) Height 17.2 in 43.6 cm Width 22.1 in 56.2 cm Depth 7.7 in 19.6 cm 21.7 lb – 25.5 lbs 9.85 kg – 11.
6300 models Table B-2 Specifications Dimensions (with stand) Height 16.8 in 42.6 cm Width 20.5 in 52.2 cm Depth 7.7 in 19.6 cm 19.5 lb – 22.2 lbs 8.83 kg – 10.
Index A access panel removing 45 access panel, locked 126 antenna removing 109 audible codes 184 audio problems 141 rear 5 side 4 computer cleaning 36 converter board removing 70 country power cord set requirements 193 Customer Support 122, 164 B Backup and Restore 171 battery disposal 39 battery replacement 63 booting options Full Boot 175 D display panel removing 111 C cable management cover 41 cable pinouts SATA data 30 card reader board removing 100 cautions AC power 32 cables 38 electrostatic disc
M Media Card Reader problems 134 memory module removing 60 memory problems 153 metal plate removing 51 monitor problems 136 mouse cleaning 37 synchronizing wireless 42 mouse problems 145 mSATA SSD removing 80 N network problems 149 numeric error codes 176 O opening the computer 40 operating guidelines 35 optical disc drive replacing 57 optical drive connector removing 120 optical drive problems 156 overheating, prevention 35 P password clearing 187 power-on 187 setup 187 POST error messages 175 power cord s
temperature control 35 thermal module removing 75 tilt adjustment 6 tools, servicing 38 Torx T15 screwdriver 38 touch sensor board removing 73 V ventilation, proper 35 W Wake-on-LAN feature 149 webcam module removing 67 Windows 8 operating system DVD 173 WLAN module removing 81 198 Index
