Maintenance & Service Guide HP ProOne 400 G1 All-in-One Business PC
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are U.S. registered trademarks of the Microsoft group of companies. 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.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation.
iv Safety warning notice
Table of contents 1 Product features ............................................................................................................... 1 Overview ................................................................................................................................ 1 Front components ..................................................................................................................... 3 Side components ...................................................................
5 Routine care, SATA drive guidelines, and disassembly preparation ................................. 22 Electrostatic discharge information ........................................................................................... 22 Generating static .................................................................................................... 23 Preventing electrostatic damage to equipment ............................................................. 23 Personal grounding methods and equipment ....
Installing a 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) ...................................... 44 Replacing the optical disc drive ................................................................................ 45 Webcam module ................................................................................................................... 48 Speakers ....................................................................................................
Downloading HP PC Hardware Diagnostics to a USB device ..................................................... 103 9 Troubleshooting Without Diagnostics ............................................................................ 104 Safety and Comfort .............................................................................................................. 104 Before You Call for Technical Support .................................................................................... 104 Helpful Hints .....
11 POST Error Messages .................................................................................................. 157 POST Numeric Codes and Text Messages ............................................................................... 158 Interpreting POST diagnostic front panel LEDs .......................................................................... 166 12 Password Security and Resetting CMOS ......................................................................
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1 Product features Overview The HP ProOne 400 G1 All-in-One offers the following features: ● Integrated All-in-One form factor ● 54.6-cm (21.
● Two SODIMM slots with up to 16 GB of DDR3 SDRAM memory and dual channel memory support ● Intel integrated graphics ● DisplayPort video out (with audio) for second display support ● Serial port ● DP audio, DP to VGA/DVI/HDMI dongle support ● Integrated Realtek RTL8151GH-CG GbE Ethernet Controller ● Wireless connectivity (optional): ◦ Intel Dual Band Wireless-N 7260, 802.11 a/b/g/n ◦ WLAN and Bluetooth Combo Card, 802.11 a/b/g/n Bluetooth® 4.
Front components Component Component 1 Dual microphone array (optional) 4 Power button 2 Webcam activity LED (with optional webcam) 5 High-performance stereo speakers 3 Webcam (optional) Front components 3
Side components 4 Component Component 1 Tray-load optical disc drive 6 HP 5-in-1 media card reader (optional) 2 Optical disc drive eject button 7 USB 3.0 port 3 Optical disc drive activity LED 8 USB 3.
Rear components Component Component 1 Access panel 7 Power supply connector 2 Access panel security screw (storage position) 8 Power supply DC-in activity LED 3 Security screw hole (locking position) 9 RJ-45 Gigabit Ethernet port 4 DisplayPort port 10 (4) USB 2.
Adjusting the stand This stand allows you to tilt the computer backward from 10 degrees to 25 degrees to set it to a comfortable angle.
Serial number location The computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available for use when contacting customer service for assistance.
2 Display options Adjusting the audio signal ● There is no hardware volume control button on the HP ProOne 400 G1 AiO. (However, some keyboards do have volume function buttons.) ● Volume can be adjusted with the operating system (OS) master control or the software (SW) audio player control. ● The OS master control and SW audio player control are independent. However, they are both simultaneously active and affect the overall volume of the audio signal.
Windows 8 1. Point to the upper-right of the Start screen to display the Charms menu. 2. Click Settings. 3. In the lower corner of the right panel, click Brightness. 4. Move the slider to make adjustments. – or – 1. From the desktop window, point to the task bar at the lower edge of the screen. 2. Click the Show hidden icons arrow then click the HP My Display icon. 3. Select Adjust. 4. Move the slider to make adjustments. 5.
3 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.
4 Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Item Description Spare part number For use in models without a webcam 76499-001 (3) Stand 763209-001 (4) System board (includes replacement thermal material) For use in non-Windows 8 models 737340-001 For use in models with Windows 8 Standard 737340-501 For use in models with Windows 8 Professional 737340-601 Display panel (includes touch controller board and backlight cable) 763203-001 Power supply, 120W 740243-001 Memory modules, PC3-12800, 1666-MHz (not illustrated) 8-GB 689374-001 4
Misc parts Item Description Spare part number (1) Heat sink (includes replacement thermal material) 763213-001 (2) Hard drive connector 763122-001 (3) Optical drive connector 763121-001 (4) Fan 763214-001 (5) Foot cover (includes left and right covers) 764961-001 (6) Speakers 763212-001 Card reader cover (for models without a media card reader) 764960-001 Foot cover (includes left and right covers) 764961-001 HP Ultraslim Keyed Cable Lock 703372-001 Mouse (not illustrated) USB, o
Item Description Spare part number Display Port (DP) to VGA 632484-001 Optical drive bezel 763207-001 Hard drive grommet 763210-001 Rubber feet 763211-001 Item Description Spare part number (1) Converter board 763205-001 (2) Touch sensor board (included with display panel kit, 763203-001) not spared separately (3) Power button board (includes insulator) 764962-001 (4) WLAN modules: Boards 16 HP WLAN 802.11 a/b/g/n + Bluetooth 4.0 697316-001 HP WLAN 802.
Keyboards Description Spare part number Keyboards USB, Smartcard, CCID 701671-xx1 USB 724720-xx1 PS2, washable 700510-xx1 Wireless keyboard, mouse, and dongle 730323-xx1 Country codes: Arabic -17x Japanese -29x French Arabic -DEx Latin American Spanish -16x BHCSY -B4x Norwegian -09x Belgian -18x Chinese -AAx Brazilian Portuguese -20x Portuguese -13x Bulgaria -26x Romanian -27x Czech and Slovakian -22x Russian -25x -CGx Danish -08x Slovenian -23x French -05x South
Cables Description Spare part number Backlight cable 763129-001 Converter board cable 763123-001 Display (LVDS) cable 763127-001 Power button board cable 763126-001 Webcam cable 763128-001 Optical drive connector and cables 763121-001 Hard drive connector and cables 763122-001 Touch control cable 763124-001 Antenna kit 763125-001 DisplayPort cable 487562-001 Drives Description Spare part number Optical drives: Blu-ray writer (BD-RE) drive (includes bezel) 719157-001 SuperMulti DVD±
Description Spare part number 256 GB solid-state drive (SSD), self-encrypting (SED) 746141-001 180 GB solid-state drive (SSD), SATA 6.0, MLC 754076-001 128 GB solid-state drive (SSD), Self-encrypting Drive (SED), SATA 6.0 746140-001 120 GB solid-state drive (SSD), SATA 6.
20 Spare part number Description 724720-xx1 Keyboard, USB 724795-001 Mouse, washable 724937-001 1 TB, 7200 rpm, hard drive, 2.5-inch, hybrid SSD 724938-001 500 GB, 7200 rpm, hard drive, 2.
Spare part number Description 763203-001 Display panel (includes touch controller board and backlight cable) 763205-001 Converter board 763207-001 Optical drive bezel 763209-001 Stand 763210-001 Hard drive grommet 763211-001 Rubber feet 763212-001 Speaker 763213-001 Heat sink 763215-001 Webcam 763216-001 Intel Pentium G3220T processor, 2.6 GHz, 3-MB L3 cache, 35W 763217-001 Intel Pentium G3420T processor, 2.
5 Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
Generating static The following table shows that: ● Different activities generate different amounts of static electricity. ● Static electricity increases as humidity decreases.
Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to equipment: ● Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation.
● 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 footwear straps providing one-megohm +/- 10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes ● Opaque shielding bags ● Transparent metallized shielding bags ● Transparent shielding tub
● Never cover the ventilation slots on the monitor with any type of material. ● Install or enable power management functions of the operating system or other software, including sleep states. Routine care General cleaning safety precautions 1. Never use solvents or flammable solutions to clean the computer. 2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use the cloth on the component. 3.
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. ● Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too much air pressure can dislodge lubricants applied under the wide keys. ● If you remove a key, use a specially designed key puller to prevent damage to the keys.
● Diagnostics software ● Tamper-resistant T-15 wrench Screws The screws used in the computer are not interchangeable. They may have standard or metric threads and may be of different lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP strongly recommends that all screws removed during disassembly be kept with the part that was removed, then returned to their proper locations. CAUTION: drives only. Metric screws have a black finish. U.S.
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.
SATA hard drive cables SATA data cable Always use an HP approved SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 3.0 Gb/s hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it tighter than a 30 mm (1.18 in) radius. The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
6 Removal and Replacement Procedures All-in One (AIO) Chassis The following sections provide information about disassembling various components of the computer. 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.
Installing an rear cover security screw You may prevent access to internal components by securing the rear cover. Remove the T15 tamperresistant Torx security screw from the storage position in the rear of the computer and screw it into the security screw hole (locking position) to prevent removal of the rear cover.
Synchronizing the optional wireless keyboard and mouse The optional wireless keyboard and mouse are easy to set up. Just remove the battery tabs on both the keyboard and the mouse to activate the preinstalled batteries. 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.
Rear cover Description Spare part number Rear cover 764957-001 The computer has one main rear cover that allows access to internal components. To remove the rear cover: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Loosen the two captive screws at the bottom of the computer (1) to release the bottom edge of the rear cover. 3. Rotate the bottom edge of the rear cover up (2), and then lift the rear cover off of the computer (3).
Stand Description Spare part number Stand 763209-001 The computer stand is secured to a VESA mount inside the computer chassis. You can remove the stand and install the computer on a wall, monitor arm, or other mounting fixture. To remove the stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the three screws (1) securing the stand to the rear cover, and then remove the stand (2).
4. Foot covers are stored on the inside of the rear cover. After you remove the stand, install the covers in the stand mount gaps. NOTE: Only the left cover is shown. Be sure to install the right cover as well. 5. 36 If you need to replace the rear cover with the stand removed (to prepare the computer for VESA mounting), set the top edge of the rear cover down on the top edge of the computer chassis (1).
6. Rotate the bottom edge of the rear cover down (2) and press it firmly onto the chassis until it locks into place. 7. Tighten the captive screws (3) to secure the rear cover in place. The computer is now ready to be mounted to a wall, monitor arm, or other mounting fixture.
Description Spare part number 320 GB, 7200 rpm hard drive, 2.5-inch, SATA-6G 754077-001 256 GB solid-state drive (SSD), self-encrypting (SED) 746141-001 180 GB solid-state drive (SSD), SATA 6.0, MLC 754076-001 128 GB solid-state drive (SSD), Self-encrypting Drive (SED), SATA 6.0 746140-001 120 GB solid-state drive (SSD), SATA 6.
2. Remove the rear cover (see Rear cover on page 34). The hard drive cage can now be seen in the lower left side of the chassis. 3. Loosen the captive screw securing the hard drive cage in the chassis (1). 4. Slide the hard drive cage left, and then lift it out of the chassis (2). 5. Remove the four mounting screws (1) securing the 3.5-inch hard drive in the hard drive cage. Be sure to keep the screws together with the blue rubber grommets to use to install a replacement drive.
6. Slide the 3.5-inch hard drive out of the hard drive cage (2). For instructions on installing a hard drive, see Installing a hard drive on page 43.
Removing a 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). The hard drive cage can now be seen in the lower left side of the chassis. 3. Loosen the captive screw securing the hard drive cage in the chassis (1). 4. Slide the hard drive cage left, and then lift it out of the chassis (2). 5.
6. Slide the 2.5-inch drive adapter out of the hard drive cage (2). 7. Remove the four screws (1) securing the 2.5-inch drive in the drive adapter. Be sure to keep the screws to use to install a replacement drive. 8. Slide the 2.5-inch hard drive out of the drive adapter (2). For instructions on installing a hard drive, see Installing a hard drive on page 43.
Installing a hard drive ● Installing a 3.5-inch hard drive ● Installing a 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) Installing a 3.5-inch hard drive 1. Slide the new 3.5-inch hard drive into the hard drive cage (1). Be sure that the hard drive connector is facing up at the open end of the drive. 2. Screw the four mounting screws through the sides of the hard drive cage into the 3.5-inch hard drive (2).
Installing a 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) 44 1. Insert the 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) into the 2.5-inch drive adapter (1). Be sure that the connector is at the opening of the adapter. 2. Fasten the four screws (2) to secure the 2.5-inch solid state drive (SSD), self-encrypting drive (SED), or solid state hybrid drive (SSHD) in the 2.5-inch drive adapter. 3.
6. Tighten the captive screw (2) to secure the hard drive cage in the chassis. Replacing the optical disc drive The optical disc drive is located above the hard drive on the left side of the computer (when viewed from behind). 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). The optical disc drive can now be seen in the upper left side of the chassis. 3.
46 4. Slide the optical disc drive left (2) to remove it from the chassis. 5. Remove the two screws attaching the optical disc drive bracket to the optical disc drive.
6. Attach the optical disc drive bracket to the new optical disc drive by screwing the two screws through the bracket into the new drive. 7. Place the new optical disc drive into the chassis and push the drive in firmly until it snaps into place (1). NOTE: The optical disc drive can be installed in only one way. 8. Tighten the captive screw (2) through the optical disc drive bracket to secure the drive to the chassis.
Webcam module Description Spare part number Webcam module 763215-001 On products that ship with a webcam module, the module is located at the top of the computer. It is secured with two Phillips screws and has one connector. The webcam module is optional. To remove the webcam module: 48 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34).
3. Remove the two Torx screws that secure the webcam module to the computer. 4. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable from the module. NOTE: To avoid damaging the connector when disconnecting the cable, be sure to pull the cable straight out of the connector at a vertical (90°) angle. To install a webcam module, reverse the removal procedures.
Speakers Description Spare part number Speakers 763212-001 Speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the speakers: 50 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove four Torx screw that secure the speakers to the computer (1). 4. Remove the speaker wires from the clips built into the computer (2).
5. Disconnect the speaker cable from the system board connector. 6. Remove the speakers from the computer. To install the speakers, reverse the removal procedures.
Antenna Description Spare part number Antennas 763125-001 The antennas 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 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Disconnect the antennas from the WLAN module (1). 4. Remove the antenna cables from the clips built in the computer (2). 5.
Bottom stand The bottom stand is secured to the bottom of the computer by six Torx screws. To remove the bottom stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the three screws that secure the left side of the stand to computer.
4. Remove the three screws that secure the right side of the stand to computer. 5. Remove the stand. Reverse the removal procedures to replace the bottom stand.
Front bezel Description Spare part number Front bezel for use in models with a webcam 764958-001 Front bezel for use in models without a webcam 764959-001 The front bezel is located on the front of the computer and is secured to the main system bracket with seven Torx screws. You can separate the bezel from the computer with most of the computer assembled. You have to remove the rear cover, webcam, and bottom stand to remove the front bezel from the computer. To remove the front bezel: 1.
Power button board Description Spare part number Power button board (includes insulator) 764962-001 The power button board is located on the top left side of the computer (when viewed from behind). It is secured to a removable bracket that is connected to the computer with one Torx screw. The board has one connector and is secured to the bracket with two Phillips screws. To remove the power button board: 56 1.
6. Disconnect the cable from the power button board (1), and then remove the Torx screw (2) that secures the bracket to the computer. 7. To remove the board from the bracket, remove the two Phillips screws that secure the board to the bracket. 8. Remove the power button board from the bracket. To install the power button board, reverse the removal procedures.
Touch controller board The display panel kit includes the touch controller board. The touch controller board is located on the left side of the computer (viewed from behind) under the main rear cover above the converter board. It is secured with two Torx screws and has two connectors. For information about removing the touch controller board, see Display panel on page 82. IMPORTANT: Touch sensor boards are spared with the touch panel spare part kit.
Converter board Description Spare part number Converter board 763205-001 The converter board is located on the left side of the computer (viewed from behind) under the main rear cover, below the touch sensor board. 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. To remove the converter board: 1.
4. Remove the two black Torx screws (2) that secure the board to the computer. Note the converter board jumper settings printed on the board. Be sure to correctly position the jumpers on the converter board for the installed display panel. 5. Lift the converter board from the computer. Be sure to correctly position the jumpers on the converter board for the installed display panel. CAUTION: Incorrect jumper placement can result in damage to the converter board and display panel.
VESA panel The VESA panel is located under the stand. To remove the VESA panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the three screws securing the VESA panel to the chassis (1), and then lift the panel out of the chassis (2). To replace the VESA panel, reverse the removal procedures.
System board shield The system board shield is located on the right side of the computer (when viewed from behind). To remove the system board shield: 62 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the VESA panel (see VESA panel on page 61). 4. Remove the two Torx screws securing the system board shield to the chassis (1).
5. Rotate the shield to the right (2), and then lift it off the chassis (3). To replace the system board shield, reverse the removal procedures.
Memory Description Spare part number Memory module, 8-GB 689374-001 Memory module, 4-GB 689373-001 Memory module, 2-GB 689372-001 The computer comes with double data rate 3 synchronous dynamic random access memory (DDR3SDRAM) small outline dual inline memory modules (SODIMMs). SODIMMs The memory sockets on the system board can be populated with up to two industry-standard SODIMMs. These memory sockets are populated with at least one preinstalled SODIMM.
Populating SODIMM sockets The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending on how the SODIMMs are installed. Refer to the following table to identify the SODIMM channel 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.
4. Remove the system board shield (see System board shield on page 62). The memory modules can now be seen in the right side of the chassis. 5. 66 To remove a memory module, press outward on the two latches on each side of the SODIMM (1), then pull the SODIMM out of the socket (2).
6. 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. NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. 7. Reassemble the computer.
Battery The battery is located on the system board on the left side of the memory modules. The battery that comes with the computer provides power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt lithium coin cell battery. WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and burns if the battery is not handled properly.
4. Remove the system board shield (see System board shield on page 62). The battery can now be seen on the left side of the memory modules. 5. To release the battery from its holder, insert a thin metal instrument into the slot on the side of the holder below the battery (1) and pry the battery up and out of the holder (2). 6.
Fan Description Spare part number Fan 763214-001 The fan is located near the middle of the computer and is secured with three Torx screws. You do not have to remove the heat sink to remove the fan. To remove the fan assembly: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the VESA panel (see VESA panel on page 61). 4.
7. Remove the fan from the computer (3). To install the fan assembly, reverse the removal procedures. NOTE: To avoid damaging the rubber screw grommets installed around the captive screws, when installing the fan, push down on the fan assembly before you tighten the screws. Make sure the grommets are positioned correctly before tightening the screws.
Heat sink Description Spare part number Heat sink 763213-001 The heat sink is located near the middle of the computer and is secured with four captive Torx screws and one non-captive Torx screw. You do not have to remove the heat sink to remove the fan. To remove the heat sink: 72 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the VESA panel (see VESA panel on page 61). 4.
6. In the order indicated on the heat sink, loosen the four captive Torx screws (2), and then lift the heat sink out of the computer. CAUTION: heat sink. Be sure the loosen the screws in the order indicated by the numbers stamped on the 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. To replace the heat sink, reverse the removal procedures.
Processor 74 Description Spare part number Intel Core i7 4770T processor, 2.5 GHz, 8-MB L3 cache, 45W 758446-001 Intel Core i7 4765T processor, 2.0 GHz, 8-MB L3 cache, 35W 754000-001 Intel Core i5 4670T processor, 2.3 GHz, 6-MB L3 cache, 45W 753999-001 Intel Core i5 4570T processor, 2.9 GHz, 4-MB L3 cache, 35W 753998-001 Intel Core i3 4330T processor, 3.0 GHz, 4-MB L3 cache, 35W 753995-001 Intel Core i3 4130T processor, 2.
8. Carefully lift the processor from the socket (3). CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling them could cause irreparable damage. Once pins are damaged it may be necessary to replace the system board. NOTE: After installing a new processor onto the system board, always update the system ROM to ensure that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at: http://h18000.www.hp.
WLAN module Description Spare part number HP WLAN 802.11 a/b/g/n + Bluetooth 4.0 697316-001 HP WLAN 802.11 a/b/g/n, 2x2 767424-001 The WLAN module is located on the upper right corner of the system board. The module is secured with one Phillips screw and has two connected antennas. To remove the WLAN module: 76 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3.
7. Lift the module to a 45-degree angle (3), and then pull it away to remove it from the socket. To install the WLAN module, reverse the removal procedures. NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
Hard drive and optical drive cables and connectors Description Spare part number Optical drive cable 763121-001 Hard drive cable 763122-001 The hard drive and optical drive connectors are located near the middle of the computer. 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. To remove the hard drive or optical drive connector: 1.
8. Remove the connector from the computer. To install the hard drive or optical drive connector, reverse the removal procedures.
System board Description Spare part number System board for use in models without the Windows 8 operating system 737340-001 System board for use in models with Windows 8 Standard 737340-501 System board for use in models with Windows 8 Professional 737340-601 The system board is located on the right side of the computer (when viewed from behind). It is secured with nine Torx screws. To remove the system board: 80 1.
10. Remove the nine Torx screws that secure the system board to the computer. 11. Remove the system board from the computer. To install the system board, reverse the removal procedures. 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.
5. If necessary, press Ctrl+A to initiate edit mode. 6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be edited. System ID Setup Page Setup Field Name Comment Label Product Name Enter the Model name/number or marketing name. Flexbuild Serial Number Enter the Serial Number of Unit. Support SKU Number Enter the SKU or Product Number including Localization Code.
To remove the display panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 31). 2. Remove the rear cover (see Rear cover on page 34). 3. Remove the webcam (see Webcam module on page 48). 4. Remove the bottom stand (see Bottom stand on page 53). 5. Remove the front bezel (see Front bezel on page 55). 6. Remove the touch controller board as follows: NOTE: Replace the touch controller board that comes with the new display panel kit. a.
7. 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. Remove the backlight cable from the defective panel before sending the panel back to the supplier.
8. Remove the four Torx screws that secure the display panel to the frame. The screw locations for each panel size are stamped into the metal.
9. Disconnect the display cable (1) and the ZIF connector cables (2) from the touch sensor board. NOTE: When removing and installing the display panel, note the locations that the cables route through the main system bracket (3). You will have to reroute the cables through these routing paths when reinstalling. See the end of this section for a detailed image of how the cables route through the system bracket. Pull the cable out from under the converter board. 10. Lift the display panel from the frame.
CAUTION: panel. Incorrect jumper placement can result in damage to the converter board and display ● BOE panel: pins (1)(2) ● LG panel: pins (3)(4) To install a display panel, reverse the removal procedures. NOTE: You MUST remove and replace all parts that come in the kit. NOTE: Do not reuse any old parts. Return all old parts to HP for warranty processing. NOTE: You must remove and reuse the display brackets when you replace the panel.
When removing and installing the display panel, note the locations that the cables route through the main system bracket. You will have to reroute the cables through these routing paths when reinstalling.
Cable routing Use the following image as a reference for how cables are routed in the computer.
7 Computer Setup (F10) Utility Computer Setup (F10) Utilities IMPORTANT: A connected keyboard is required to access Computer Setup. Use Computer Setup (F10) Utility to do the following: 90 ● 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.
● Secure integrated I/O functionality, including the serial, USB, audio, or embedded NIC, so that they cannot be used until they are unsecured. ● 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.
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. 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, SMART.
Boot Order Allows you to: ● EFI Boot Sources: Specify the order in which EFI boot sources (such as a internal hard drive, USB hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system image. Each device on the list may be individually excluded from or included for consideration as a bootable operating system source. EFI boot sources always have precedence over legacy boot sources.
Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. 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.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server. (Feature available on NIC models only; the network controller must be either a PCI expansion card or embedded on the system board.) Default is enabled. System IDs Allows you to set: Master Boot Record Security ● Asset tag (18-byte identifier), a property identification number assigned by the company to the computer. ● Ownership tag (80-byte identifier) displayed during POST.
DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is enabled, the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during a subsequent cold-boot sequence. NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system.
Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Option Description OS Power Management ● Runtime Power Management— Enable/Disable. Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor. Default is enabled. ● Idle Power Savings—Extended/Normal.
Computer Setup—Advanced 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. Clears memory on all boots. ◦ FullBoot Every x Days = Memory count on 1st cold boot on or after the xth day.
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. Bus Options Device Options ● PCI SERR# Generation. Default is enabled. ● PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only needed when more than one graphics controller is installed.
Recovering the Configuration Settings This method of recovery requires that you first perform the Save to Removable Media command with the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup—File on page 92 in the Computer Setup—File table.) NOTE: It is recommended that you save any modified computer configuration settings to a USB flash media device and save the device for possible future use.
8 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 103). 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.
9 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 105 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 157 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 9-1 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 rear cover, 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 9-2 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 9-3 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 9-3 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 9-3 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 9-4 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 9-5 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 9-6 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 9-6 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 9-8 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 9-9 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 9-11 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 9-12 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 9-14 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.
10 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 149. 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: 156 1. Remove the Windows 8 operating system media, and then insert the Driver Recovery media. 2.
11 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 11-1 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 11-1 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 11-1 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 169.) 3. Verify monitor is attached and turned on. 4.
Table 11-1 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 11-1 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 11-1 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 11-1 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 11-1 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 11-2 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 11-2 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.
12 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 12-1 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 rear cover. 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 Statement of Volatility HP confirms that Intel-based business desktop HP ProOne 400 G1 AIO Business PC (21.5” Touch) desktop systems contain DDR3 volatile memory (memory amount depends on the customer configuration).
12. Select File > Default Setup > Restore Factory Settings as Default. This action resets settings back to their factory defaults. 13. Select File > Apply Defaults and Exit. 14. Shut down the computer, remove the power cord, remove the access panel, and then replace the black jumper onto header E49. Replace the access panel and power cord. If Computrace is enabled on the computer, see the service provider for instruction to disable the feature.
C Specifications Dimensions (with stand) Height 15.9 in 402.6 mm Width 22.0 in 557.9 mm Depth 3.3 in 84.4 mm Height 14.3 in 362.9 mm Width 22.0 in 557.9 mm Depth 2.3 in 59.4 mm (With stand) 17.6 lb – 17.9 lbs 7.99 kg – 8.14 kg (Without stand) 16.4 lb – 16.7 lbs 7.42 kg – 7.57 kg 50° to 95°F 10° to 35°C -22° to 140°F -30° to 60°C 10-90% 10-90% 5-95% 5-95% Dimensions (without stand) Approximate Weight Temperature Range Operating (At sea level with an altitude derating of 1.
Maximum Altitude (unpressurized) Operating 0 - 10,000 ft 0 - 3,048 m 0 - 30,000 ft 0 - 9,144 m (This value may be limited by the type and number of options installed. Maximum allowable altitude change rate is 1500 ft/min (457m/min)). Non-operating (Maximum allowable altitude change rate is 1500 ft/min (457m/ min).
Index A adjusting audio 8 brightness 8 antenna removing 52 antenna kit, spare part number 18, 20 antennas spare part number 52 audible codes 166 audio problems 123 audio, adjusting 8 B backlight cable, spare part number 18 Backup and Restore 153 battery disposal 29 battery, replacing 68 booting options Full Boot 157 bottom stand, removing 53 brightness, adjusting 8 C cable lock, spare part number 19 cable management 30 cable pinouts, SATA data 30 cable routing 89 card reader, spare part number 15, 21 cauti
proper handling 28 replacing 38 SATA characteristics 29 self-encrypting drive (SED) 38 solid state drive (SSD) 38 solid state hybrid drive (SSHD) 38 types 38 hard drive cable spare part number 20, 78 hard drive cable, spare part number 18 hard drive connector removing 78 spare part number 15 hard drive problems 113 hard drive recovery 155 hardware installation problems 129 heat sink removing 72 spare part number 15, 72 helpful hints 105 I installing 2.5-inch hard drive 44 2.
converter board 59 display panel 82 fan 70 front bezel 55 hard drive connector 78 heat sink 72 optical drive connector 78 power button board 56 preparing to disassemble the computer 31 rear cover 34 speakers 50 system board 80 system board shield 62 thermal module 72 touch controller board 83 VESA panel 61 webcam module 48 WLAN module 76 removing 2.5-inch hard drive 41 2.5-inch self-encrypting drive (SED) 41 2.5-inch solid state drive (SSD) 41 2.5-inch solid state hybrid drive (SSHD) 41 3.
