Maintenance & Service Guide HP EliteOne 800 G1 All-in-One
© Copyright 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 ...................................................................
Generating static .................................................................................................... 26 Preventing electrostatic damage to equipment ............................................................. 26 Personal grounding methods and equipment .............................................................. 27 Grounding the work area ......................................................................................... 27 Recommended materials and equipment ....................
WLAN module ...................................................................................................................... 56 Card reader board ................................................................................................................ 58 Optical drive latch ................................................................................................................. 60 Heat sink – Graphics board and processor ..................................................................
Troubleshooting without diagnostics ............................................................................. 125 Safety and comfort ............................................................................................................... 125 Before you call for technical support ....................................................................................... 125 Helpful hints .................................................................................................................
Using HP Recovery Disc operating system discs (select models only) ............. 177 10 POST error messages .................................................................................................. 179 POST numeric codes and text messages .................................................................................. 180 Interpreting POST diagnostic front panel LEDs .......................................................................... 188 11 Password security and resetting CMOS ............
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1 Product features Overview Figure 1-1 HP EliteOne 800 G1 All-in-One The HP EliteOne 800 G1 All-in-One offers the following features: ● Integrated All-in-One form factor ● Full HD IPS, LCD display (1920 x 1080) with LED backlighting ◦ 58.
2 ● Optional Tray-load HP SuperMulti DVD+/-RW SATA Optical Disc Drive, DVD-ROM disc drive, or Slim BDXL Blu-ray Writer ● Intel Q87 Express chipset – Intel vPro ● 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 ● Optional MXM graphics card ● DP audio, DP to VGA/DVI/HDMI dongle support ● Integrated Gigabit Ethernet (Intel i217LM GbE LOM) ● Wireless connectivity (
Front components Component Component 1 Webcam (optional) with privacy shutter 7 Mute speaker 2 Dual microphone array (optional) 8 Reduce volume 3 Webcam activity LED (with optional webcam) 9 Increase volume 4 16:9 widescreen LED-backlit LCD display 10 Mute microphone 5 Power LED 11 Decrease brightness 6 High-performance stereo speakers 12 Increase brightness Touch the icon area (7–12 above) to cause the icons to illuminate, then touch an icon to activate it.
Side components Component Component 1 Hard disc drive activity LED 6 Headset/line out jack 2 HP media card reader (optional) 7 Tray-load optical disc drive 3 USB 3.0 port, fast-charging 8 Optical disc drive eject button 4 USB 3.0 port 9 Optical disc drive activity LED 5 Microphone/line in jack* 10 Power button * To disable the microphone, you must disable the entire audio system using F10 Setup. See Computer Setup—Security on page 111 for more information.
Rear components Component Component 1 Access panel 8 (2) USB 3.0 ports 2 Access panel latches 9 RJ-45 Gigabit Ethernet port 3 Security lock slot 10 (2) USB 3.
Positioning the computer This computer may be shipped with no stand, with a height-adjustable stand, or a tilt/swivel stand. The computer may be placed in the landscape position with the HP logo on the bottom bezel or it may be placed in the portrait position with the HP logo on the right side, as you face the computer. Figure 1-2 Supported and unsupported positions CAUTION: Positioning the computer with the HP logo on the top or on the left is not supported.
WARNING! If the height-adjustable/recline stand is installed, before laying the computer down for service, first grasp the sides of the display and raise the display to the highest position. Do not lay the computer down with the sliding stand in the low position. The stand may suddenly release, which could cause injury or damage to equipment.
Adjusting the tilt/swivel stand (optional) This stand allows you to tilt the computer forward up to -5 degrees or backward up to +30 degrees to set it to a comfortable eye level. The tilt/swivel stand 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.
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 Illustrated parts catalog System parts 12 Chapter 3 Illustrated parts catalog
Item Description Spare part number (1) Front bezel 733500-001 (2) Power supply, 200W 733490-001 (3) Left I/O panel 733501-001 (4) Right panel 733505-001 (5) Standard stand assembly 732509-001 (6) Upper rear access panel 733502-001 (7) Rear I/O cover 733504-001 (8) Height adjustment stand 698226-001 (9) Lower rear access panel 733503-001 (10) Top rear trim 733506-001 Display panel (not illustrated) Touch panel kit, with integrated touch glass 735208-001 Non-touch screen 73
Misc parts Item Description Spare part number Heat sink (thermal module) (includes replacement thermal material) 14 (1) For use with the graphics card 733488-001 (2) For use with the processor 733487-001 (3) Card reader 732504-001 (4) Fan 733489-001 (5) Speakers (left and right) 733514-001 (6) Mylar cover (power button board) 733513-001 (7) Optical drive latch 733509-001 Optical drive insert 733508-001 HP ultraslim keyed cable lock 703372-001 HP Business Digital Headset 64273
Item Description Spare part number Assembly kit for touchscreen models without a webcam (includes webcam cover for bezel) 733511-001 Antenna kit 733499-001 Keyboards and mice Description Spare part number Keyboard (not illustrated) PS/2 724718-xx1 USB 724720-xx1 Wireless with dongle 724722-xx1 Smartcard 700510-xx1 Washable 701427-xx1 Mouse (not illustrated) PS2, optical 674315-001 Washable 724795-001 Wireless 674317-001 USB, optical 674316-xx1 USB, laser 674318-xx1 Mass storage
Description Spare part number 320 GB, 7200 rpm hard drive 639135-001 256 GB Solid State Drive (SSD), self-encrypting (SED) 680020-001 160-GB solid-state drive 646809-001 128-GB solid-state drive 728559-001 120-GB solid-state drive 661841-001 32-GB mSATA drive 719566-001 686616-001 Boards Item Description (1) Webcam module For use in non-touchscreen models 732510-001 For use in touchscreen models 736499-001 (2) Converter board 732493-001 (3) AMD Radeon HD 7650A 2-GB MXM discrete gra
Item Description Spare part number HP WLAN 802.
Description Spare part number Optical drive cable (data and power assembly) 733492-001 Hard drive cable (data and power assembly) 733491-001 Touch control cable 733497-001 Touch drive reverse cable 733498-001 Converter board cable 733493-001 LVDS (display) reverse cable 733494-001 Capacitive strip sensor cable 698210-001 Webcam cable 698211-001 Adapter, DisplayPort to VGA 632484-001 Adapter, DisplayPort to DVI 662723-001 Adapter, DisplayPort to HDMI 617450-001 DisplayPort cable 4875
Spare part number Description 686217-001 500 GB, 7200 rpm hard drive 686616-001 32-GB mSATA drive 689372-001 4-GB memory module (PC3-10600, 1600-MHz) 689373-001 2-GB memory module (PC3-10600, 1600-MHz) 689374-001 8-GB memory module (PC3-10600, 1600-MHz) 695915-001 HP WLAN 802.
20 Spare part number Description 701427-151 Keyboard, USB, Smartcard, for use in Greece 701427-161 Keyboard, USB, Smartcard, for use in Latin America 701427-171 Keyboard, USB, Smartcard, for use in Saudi Arabia 701427-181 Keyboard, USB, Smartcard, for use in Belgium 701427-201 Keyboard, USB, Smartcard, for use in Brazil 701427-211 Keyboard, USB, Smartcard, for use in Hungary 701427-221 Keyboard, USB, Smartcard, for use in the Czech Republic and Slovakia 701427-231 Keyboard, USB, Smartcard,
Spare part number Description 724718-091 Keyboard, PS/2, for use in Norway 724718-101 Keyboard, PS/2, for use in Switzerland 724718-111 Keyboard, PS/2, for use in Sweden 724718-121 Keyboard, PS/2, for use in French Canada 724718-131 Keyboard, PS/2, for use in Portugal 724718-141 Keyboard, PS/2, for use in Turkey 724718-151 Keyboard, PS/2, for use in Greece 724718-161 Keyboard, PS/2, for use in Latin America 724718-171 Keyboard, PS/2, for use in Saudi Arabia 724718-181 Keyboard, PS/2, fo
22 Spare part number Description 724720-071 Keyboard, USB, for use in Spain 724720-081 Keyboard, USB, for use in Denmark 724720-091 Keyboard, USB, for use in Norway 724720-101 Keyboard, USB, for use in Switzerland 724720-111 Keyboard, USB, for use in Sweden 724720-121 Keyboard, USB, for use in French Canada 724720-131 Keyboard, USB, for use in Portugal 724720-141 Keyboard, USB, for use in Turkey 724720-151 Keyboard, USB, for use in Greece 724720-161 Keyboard, USB, for use in Latin Amer
Spare part number Description 724938-001 500 GB, hybrid SSD drive 727718-001 System board for use in models with NetClone 728559-001 128 GB Solid State Drive (SSD) 732490-001 Power button board 732493-001 Converter board 732503-001 Near field communication (NFC) NXP controller (use with NFC assembly kit, spare part number 733512-001) 732504-001 Card reader 732505-001 Intel Core i5, 4570s processor (3.4-GHz, 8-MB L3 cache) 732506-001 Intel Core i5, 4670s processor (3.
24 Spare part number Description 733506-001 Top rear trim 733507-001 Plastic frame for models with a webcam (does not include glass) 733508-001 Optical drive insert 733510-001 Assembly kit for non-touchscreen models without a webcam (includes webcam cover for bezel) 733511-001 Assembly kit for touchscreen models without a webcam (includes webcam cover for bezel) 733512-001 NFC assembly kit (holder, cable, antenna) for use with NFC controller, spare part number 732503-001 733513-001 Mylar cov
4 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.
Tools and software Requirements To service the computer, you need the following: ● Torx T-15 screwdriver ● Torx T-15 screwdriver with small diameter shank (for certain front bezel removal) ● Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver) ● Phillips #2 screwdriver ● 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 you are inserting or removing a hard drive, turn off the computer. Do not remove a hard drive while the computer is on or in standby mode. ● 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 25 ● Do not use excessive force when inserting a drive.
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.
5 Removal and Replacement Procedures All-in One (AIO) Chassis The following sections provide information about disassembling various components of the computer. 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. After the system has completely shut down, disconnect the power adapter from the back of the computer. 4.
Removing the rear I/O cover Description Spare part number Rear I/O cover 733504-001 ▲ Push the two tabs down, then rotate and lift the cover off the computer.
Stand Description Spare part number Tilt/swivel stand 732509-001 Height adjustment stand 698226-001 Two stands are available for the computer: ● Height-adjustable/recline stand ● Tilt/swivel stand Height-adjustable/recline stand (optional) To remove the stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Place the computer face down on a soft flat surface.
3. Push the base of the stand down (1), and loosen the captive screws securing the stand to the unit (2). 4. Lift the stand up and off the computer.
Tilt/swivel stand (optional) To remove the stand: 38 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Push the release button (1) on the bottom of the stand and pull the back of the stand off (2) the computer. 3. Push the base of the stand down (1), and loosen the captive screws securing the stand to the unit (2).
4. Lift the stand up and off the computer. Installing an access panel security screw You may prevent access to internal components and ports by securing the access panel and rear port cover. Screw a T15 tamper-resistant Torx screw through the rear port cover and the access panel to prevent removal of either.
Access panel Description Spare part number Upper rear access panel 733502-001 The access panel is located on the rear of the computer. The computer has one main rear access panel that allows access to internal components. To remove the access panel: 1. 40 Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34).
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. To replace the access panel, reverse the removal procedures.
Drives Replacing a hard disc drive Description Spare part number Optical drives DVD±RW drive 657958-001 DVD-ROM drive 608394-001 Blu-ray BD-RW SuperMulti XL Drive 719157-001 Hard drives 1 TB hard drive, hybrid SSD 724937-001 500 GB, 7200 rpm, 2.
One or two 2.5-inch solid state drives (SSDs) or self-encrypting drives (SEDs) may be installed in the computer. If a single drive is installed, it must be installed in the primary (lower) position. ● Removing a 2.5-inch hard disc drive ● Installing a 2.5-inch hard disc drive Removing a 2.5-inch hard disc drive 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40).
3. Pull the latch next to the lower side of the 2.5-inch 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. 4. If there is a second disc drive in the 2.5-inch cage, disconnect both cables from it. 5. Remove the four mounting screws from each 2.5-inch hard disc drive to be removed. Be sure to keep the screws together with the blue rubber grommets to use to install a replacement drive.
Installing a 2.5-inch hard disc drive 1. Insert the 2.5-inch hard disc drive into the drive cage. ● To install a primary hard disc drive, insert the drive into the lower position in the drive cage. Be sure to insert the end with the connectors first. NOTE: The primary drive is the lower position in the drive cage. If only one drive is to be installed, it must occupy this position. ● 2. To install a secondary hard disc drive, set the drive into the upper tray of the drive cage.
46 3. Fasten an upper 2.5-inch hard disc drive securely in place with the four standard screws that shipped with the drive. 4. Position the 2.5-inch drive cage above its final site with the hard disc drive connectors facing toward the center of the chassis. If the drive cage contains a secondary (upper) drive, locate the power and data cables next to the drive cage and connect them to the secondary drive. 5. Place the 2.
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). 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Push and hold the tab (1) at the back of the optical disc drive enclosure while sliding the drive (2) out of the chassis.
4. Pull the latch off the optical disc drive. 5. Remove the cover from the adhesive strip on the new latch. Align the two pins on the latch with the holes in the new optical disc drive and press the latch onto the drive firmly. NOTE: You may reuse the latch removed from the old optical disc drive.
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.
mSATA Solid-State Drive The mSATA SSD is located near the bottom of the system board. The drive is secured with two Phillips screws. NOTE: In the following image, the mSATA SSD is not shown. To remove the mSATA SSD: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Remove the two Phillips screws (1) that secure the SSD to the computer. 4.
Memory Description Spare part number 8-GB 689374-001 4-GB 689373-001 2-GB 689372-001 Memory modules are located on the right side of the computer (viewed from behind). The computer has two memory slots that can be populated with up to two industry-standard SODIMMs. These memory sockets are populated with at least one preinstalled SODIMM. To achieve the maximum memory support, you can populate the system board with up to 16 GB of memory.
In addition, the computer supports: ● 1-Gbit, 2-Gbit, and 4-Gbit non-ECC memory technologies ● single-sided and double-sided SODIMMS ● SODIMMs constructed with x8 and x16 SDRAMs; SODIMMs constructed with x4 SDRAMs are not supported NOTE: The system will not operate properly if you install unsupported SODIMM memory. HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid compatibility issues with unsupported third-party memory.
4. 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). 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. NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket.
Battery The RTC battery is located to the lower right of the fan. 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.
3. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). 4. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up. Push the other edge down until the clamp snaps over the other edge of the battery (2).
WLAN module Description Spare part number HP WLAN 802.11 a/g/n, 2x2 701398-001 HP WLAN 802.11 a/b/g/n, 2x2 695915-001 The WLAN module is located on the left side of the system board. The module is secured with one Phillips screw and has two connected antennas. NOTE: The procedure to replace the WLAN module must be performed by an HP technician. NOTE: WLAN module appearance may vary. To remove the WLAN module: 56 1.
5. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3). To install the WLAN module, reverse the removal procedures. When connecting the antennas cables, connect the cable labeled “1” to the MAIN connector on the module and the cable labeled “2” to the AUX connector on the module. NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
Card reader board Description Spare part number Card reader board 732504-001 The card reader board is located on the right side of the system board. You must remove the system board before you can remove the card reader board. The card reader board is secured with two screws. To remove the card reader board: 58 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40).
3. Remove the two Phillips screws (1) that secure the board to the system board. 4. Lift the board to a 45-degree angle (1), and then pull it away to remove it from the socket (2). To install the card reader board, reverse the removal procedures.
Optical drive latch Description Spare part number Optical drive latch 733509-001 The optical drive latch is green and located next to the optical drive bay. To remove the optical drive latch: 60 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40).
3. Pull the latch off the side of the optical drive. Two pins secure the latch to the drive. To install the optical drive latch, reverse the removal procedures.
Heat sink – Graphics board and processor Description Spare part number Heat sink for use with graphics board 733488-001 Heat sink for use with processor 733487-001 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.
4. Loosen the two silver captive Torx screws on the heat sink (2), and then lift the heat sink out of the computer. To replace the heat sink, reverse the removal procedures. Processor heat sink To remove the heat sink: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. If installed, remove the graphics heat sink (see Graphics heat sink on page 62). 4.
6. Lift the heat sink out of the computer. 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 Description Spare part number Intel Core i7-4770s (3.1-GHz, 8-MB L3 cache) 732507-001 Intel Core i5-4670s (3.1-GHz, 6-MB L3 cache) 732506-001 Intel Core i5-4570s (2.9-GHz, 6-MB L3 cache) 732505-001 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. If installed, remove the graphics heat sink (see Graphics heat sink on page 62). 4.
Graphics board Description Spare part number AMD Radeon HD 7650A 2-GB MXM discrete graphics board 708866-001 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. To remove the graphics board: 66 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3.
4. Remove the two Phillips screws that secure the board to the system board. 5. Rotate the board upward (1), and then pull it up and away from the connector to remove it from the system board (2). To replace the graphics board, reverse the removal procedures.
Top rear trim Description Spare part number Top rear trim 733506-001 The top rear trim is located along the top of the back of the computer. To remove the top rear trim: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Rotate the bottom of the trim up and off the computer. When installed, the trim snaps in to place. To install the top rear trim, reverse the removal procedures.
Webcam module You can disable the webcam in F10 Setup by disabling accessory USB port 5. See Computer Setup— Security on page 111 for more information. Description Spare part number Webcam module for use in non-touchscreen models 732510-001 Webcam module for use in touchscreen models 736499-001 On products that ship with a webcam module, the module is located at the top of the computer beneath the top rear trim. It is housed in a metal bracket that is secured with two Phillips screws.
4. Remove the two Torx screws that secure the webcam module bracket to the computer. 5. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable from the module. 6. To remove the module from the bracket, remove the two Phillips screws that secure the module, and then separate the module from the bracket. To install a webcam module, reverse the removal procedures.
Antenna Description Spare part number Antenna kit 733499-001 The antenna route from the WLAN card to transceivers at the top of the computer (transceivers shown in following image). To remove the antenna: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Remove the heat sink (see Heat sink – Graphics board and processor on page 62). 4.
5. Remove the Torx screws that secures each antenna transceiver to the frame, and then lift the transceivers off the frame. 6. Note the routing path for each antenna for replacement. To install the antenna, reverse the removal procedures. NOTE: When connecting the antennas cables, connect the cable labeled “1” to the MAIN connector on the module and the cable labeled “2” to the AUX connector on the module.
Lower rear panel Description Spare part number Lower rear panel 733503-001 The lower rear panel is located under the stand and on the bottom rear of the computer. It is secured with one screw. To remove the lower rear panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Remove the stand (see Stand on page 36).
4. Remove the screw (1) in the middle of the lower rear panel, and slide the panel downward to detach it from the chassis (2). To replace the lower rear panel, reverse the removal procedures.
Fan assembly Description Spare part number Fan assembly 733489-001 The fan assembly is located near the middle of the computer and is secured with three Torx screws. To remove the fan assembly: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3. Remove the access panel (see Access panel on page 40). 4. Remove the lower rear panel (see Lower rear panel on page 73). 5.
7. Remove the fan assembly from the computer (2). To install the fan assembly, reverse the removal procedures.
Speakers Description Spare part number Speakers 733514-001 The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the left speaker you have to lift or remove the Mylar cover. To remove the speakers: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the access panel (see Access panel on page 40). 3. Remove the stand (see Stand on page 36). 4.
6. Remove two Torx screws (2) that secure the left speaker to the computer. 7. Remove two Torx screws (3) that secure the right speaker to the computer, and then disconnect the speaker cable from the system board connector labeled SPKR (4). 8. Remove the speakers from the computer. To install the speakers, reverse the removal procedures.
Converter board Description Spare part number Converter board 732493-001 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. To remove the converter board: 1.
6. Remove the two black Torx screws (2) that secure the board to the computer. Be sure to correctly position the jumpers on the converter board for the installed display panel. Refer to the label in the chassis for jumper settings. 7. Lift the converter board from the computer. To install the converter board, reverse the removal procedures. Be sure to correctly position the jumpers on the converter board for the installed display panel. The jumper settings are shown on a label near the converter board.
NFC sensor board Description Spare part number NFC sensor board 732503-001 The NFC sensor board is located just above the right speaker (when viewed from behind). It sits inside of a plastic holder and has two small cables connected to it. The location of the board and an image of the board housed in its holder is shown in the following images. To remove the NFC sensor board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2.
5. While the board/holder assembly is installed, remove the plastic holder from the board. 6. Lift the board enough to gain access to the connectors. 7. Disconnect the cables from the board. NOTE: The cables and connectors on this board are small and fragile. Use care when disconnecting/connecting the cables to avoid breaking the connectors on the board, . To install the NFC sensor board, reverse the removal procedures.
VESA mounting plate The VESA mounting plate is located under the stand and under the lower rear panel. To remove the VESA mounting plate: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3. Remove the access panel (see Access panel on page 40). 4. Remove the lower rear panel (see Lower rear panel on page 73). 5. Remove the four Torx screws (1) securing the plate to the chassis.
6. Lift the plate left straight up and off the computer (2). To replace the VESA mounting plate, reverse the removal procedures.
Power supply Description Spare part number Power supply, 200W 733490-001 The power supply is located in the middle of the computer under the VESA mounting plate. It is secured with two Torx screws and has one connector routed to the system board. To remove the power supply: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3. Remove the access panel (see Access panel on page 40). 4.
7. Lift the power supply from the computer (3). To install the power supply, reverse the removal procedures.
System board Description Spare part number System board For use in models without Windows 8 700624-001 For use in models with Windows 8 Standard 700624-501 For use in models with Windows 8 Professional 700624-601 For use in models with NetClone 727718-001 System board (C2)* For use in models without Windows 8 739680-001 For use in models with Windows 8 Standard 739680-501 For use in models with Windows 8 Professional 739680-601 *System boards labeled as “C2” must be replaced with “C2” system
To remove the system board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3. Remove the access panel (see Access panel on page 40). 4. Remove the lower rear panel (see Lower rear panel on page 73). 5. Remove the VESA mounting plate (see VESA mounting plate on page 83). 6. Remove the memory modules (see Memory on page 51). 7. Remove the graphics heat sink (see Graphics heat sink on page 62). 8.
13. Remove the side bracket by removing the two Torx screws (1), and then rotating the bracket to remove it (2). 14. Remove the eight remaining Torx screws that secure the system board to the computer. 15. Position the cables on the side of the board out of the way so you can freely slide the board out of the computer.
16. Slide the system board toward the top of the computer, and then lift it out of the computer. To install the system board, reverse the removal procedures. Replace the thermal pad below the system board. Updating the display panel manufacturer setting in BIOS After replacing the system board, make sure the display panel manufacturer setting is correct in BIOS. If the incorrect panel manufacturer is set in BIOS, the display panel may function incorrectly.
3. Select Advanced, select Device Options, select LVDS Panel Select, and then select the manufacturer for the new display panel. 4. Save your settings, exit F10 Setup, and allow the computer to continue to the operating system. When you change the LVDS setting to the installed panel type, the BIOS reprograms the EDID with the correct data. You must set the panel before the Auto-select setting functions correctly.
Side panels Description Spare part number Left I/O panel 733501-001 Right panel 733505-001 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. To remove the side panels: 92 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3. Remove the access panel (see Access panel on page 40). 4.
7. Two tabs secure both the left and right side panels to the computer. Press both tabs to disengage the panel, and rotate the panel off the computer. NOTE: The removal and replacement procedures are similar for both panels. Right panel (when viewed from behind) shown in the following images. To install the side panels, reverse the removal procedures.
Power button board Description Spare part number Power button board 732490-001 Mylar cover (power button board) 733513-001 The power button board is located on the bottom left corner of the computer under the lower rear panel. It is under a Mylar cover and has two connectors and one screw. To remove the power button board: 94 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 34). 2. Remove the stand (see Stand on page 36). 3.
6. Remove the Torx screw (1) that secures the Mylar that covers the power button board, and then lift the Mylar from the computer (2).
7. Disconnect the two cables (1) from the board, and then remove the Torx screw that secures the board to the computer (2). 8. Remove the power button board from the computer. To install the power button board, reverse the removal procedures.
Front bezel and display panel Description Spare part number Front bezel 733500-001 Assembly kit for non-touchscreen models without a webcam (includes webcam cover for bezel) 733510-001 Assembly kit for touchscreen models without a webcam (includes webcam cover for bezel) 733511-001 Touch panel kit, with integrated touch glass 735208-001 Display panel – non-touchscreen models 735207-001 Plastic frame for models with a webcam (does not include glass) 733507-001 The front bezel is located on the
NOTE: The two top, middle screws also secure the webcam.
11. Lift the frame from the display panel and bezel. NOTE: On touch models, the frame may be attached to the bezel/display with tape, so after you have removed the screws, the frame may stick to the bezel/display. The following image illustrates a touch model with the frame removed from the display/bezel. The following image illustrates a non-touch model with the frame removed from the display/bezel.
12. 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. 13. Separate the display panel from the bezel.
14. If disassembling a non-touch model, the display panel cable is connected to the bottom of the panel. After lifting the panel up from the bezel, look underneath to see the connected display panel cable. Lift the cable from the bottom of the panel to disengage it from the adhesive that secures it to the panel, and then disconnect the display cable from the display panel by pressing in on the tabs (1) on the side of the connector, and then pulling the cable from the connector (2).
To install a display panel, reverse the removal procedures. Updating BIOS with new display panel information 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.
Hard drive and optical drive cables and connectors Description Spare part number Optical drive cable (data and power assembly) 733492-001 Hard drive cable (data and power assembly) 733491-001 The hard drive and optical drive connectors are located near the middle of the computer, partially under the main frame. Each connector is secured with two Torx screws and has two cables that connect to the system board. To remove the hard drive or optical drive connector: 1.
13. Remove the connector from the computer. To install the hard drive or optical drive connector, reverse the removal procedures.
6 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● 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).
Table 6-1 Computer Setup—File Option Description System Information Lists: ● Product name ● Manufacturer ● SKU number ● Processor type/speed/stepping ● Installed memory size/speed, number of channels (single or dual) (if applicable) ● Integrated MAC address for embedded, enabled NIC (if applicable) ● Chassis serial number ● Asset tracking number ● System Board ID ● System BIOS (includes family name and version) ● ME firmware version About Displays copyright notice.
Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 6-2 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 6-2 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 6-2 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 6-3 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 6-3 Computer Setup—Security (continued) Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for: ● Embedded security device ● System audio NOTE: ● USB controller (varies by model) ● Network controller NOTE: USB Security Set this value to ‘Device hidden’ to disable all system volume. You must disable AMT before trying to hide the network controller.
Table 6-3 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 6-3 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 6-3 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 6-3 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 6-4 Computer Setup—Power (continued) Hardware Power Management SATA Power Management – Enables or disables SATA bus and/or device power management. Default is enabled. PCI Express Power Management – Enables or disables Active State Power Management (ASPM) of the bus. ASPM lets you set lower power modes that activate when the bus is not being used. Default is ASPM Disabled.
Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 6-5 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 6-5 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. Bus Options Allows you to enable or disable: ● PCI SERR# Generation.
Table 6-5 Computer Setup—Advanced (for advanced users) (continued) Device Options Allows you to set: ● Turbo Mode (enable/disable). Allows you to enable and disable the Intel Turbo Mode feature, which allows one core of the system to run at a higher than standard frequency and power if other cores are idle. Default is enabled. ● Printer mode (Bi-Directional, EPP + ECP, Output Only). ECP = Enhanced Capabilities Port, EPP = Enhanced Parallel Port. Default is EPP+ECP.
Table 6-5 Computer Setup—Advanced (for advanced users) (continued) Management Operations Option ROM Launch Policy Connected BIOS 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). If set to disable, the Management Engine is set to a temporarily disabled state and will not provide functions beyond necessary system configuration. Default is enabled. ● Unconfigure AMT/ME (enable/disable).
Table 6-5 Computer Setup—Advanced (for advanced users) (continued) Update BIOS via Network Allows you to use F10 Setup to check for BIOS updates from hp.com and apply them using either a manual selection or an automatically scheduled check on boot-up. NOTE: If Windows BitLocker Drive Encryption (BDE) is enabled, HP requires that BDE be suspended temporarily before the BIOS is flashed. You must get the BDE recovery password and PIN before suspending BDE. After updating the BIOS, you can resume BDE.
7 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 124). 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.
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 126 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 179 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.
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. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
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. 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.
Disk transaction problem. Cause Solution Either the directory structure is bad or there is a problem with a file. In Windows 7, click Start, expand 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 click File Explorer from the list of applications. In the left column, expand Computer, right-click on a drive, select Properties, and then select the Tools tab.
Nonsystem disk/NTLDR missing message. Cause Solution Bootable hard drive is not attached as first in a multi-hard drive configuration. If attempting to boot from a hard drive, ensure it is attached to the system board dark blue SATA connector. Bootable hard drive is not listed first in the Boot Order. Run the Computer Setup utility and select Storage > Boot Order and ensure the bootable hard drive is listed immediately under the Hard Drive entry. Computer will not boot from hard drive.
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. Either format the media card in the digital camera or select FAT file system to format the media card in a computer with Windows.
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.
Blank screen (no video). Cause Solution You may have a screen blanking utility installed or energy saver features are enabled. Press any key or click the mouse button and type your password (if set). System ROM is corrupted; system is running in Boot Block Emergency Recovery Mode (indicated by eight beeps). Reflash the system ROM with the latest BIOS image. You are using a fixed-sync monitor and it will not sync at the resolution chosen.
Blank screen and the 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 Pre-video graphics error. For systems with a graphics card: 1. Reseat the graphics card (if applicable). Power on the system. 2. Replace the graphics card (if applicable). 3. Replace the system board. For systems with integrated graphics, replace the system board.
The picture is broken up, rolls, jitters, or flashes. Cause Solution The monitor connections may be incomplete or the monitor may be incorrectly adjusted. 1. Be sure the monitor cable is securely connected to the computer. 2. In a two-monitor system or if another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by moving them apart. 3. Fluorescent lights or fans may be too close to the monitor. Monitor needs to be degaussed.
“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. Change the settings to a supported setting then restart the computer so that the new settings take effect. To enter Safe Mode in Windows 7: 1. Restart the computer. 2. Press and hold the F8 key as your computer restarts, before the Windows logo appears. If the Windows logo appears, you must restart the computer and try again. 3.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only). Cause Solution Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card. 1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu. 2.
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. Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications. Sound does not come out of the speaker or headphones. Cause Solution Software volume control is turned down or muted.
Sound 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.
Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state. Press the power button to resume from Sleep state. CAUTION: When attempting to resume from Sleep date, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Cursor will not move using the arrow keys on the keypad.
Mouse does not respond to movement or is too slow. Cause Solution Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal components. Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state. Press the power button to resume from Sleep state. CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds.
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. DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4. 2. Observe the beeps and LED lights on the front of the computer.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Bad option card. 1. Check each option card by removing the cards one at time (if multiple cards), then power on the system to see if fault goes away. 2. Once bad card is identified, remove and replace bad option card. 3. Replace the system board.
Table 8-2 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. System will not boot or does not function properly after installing additional memory modules. Cause Solution A memory module is not installed in the DIMM1 or XMM1 socket.
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. 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. Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security.
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. Use DVD software to remove parental lock. Media installed upside down. Reinstall media. Cannot eject compact disc (tray-load unit). Cause Solution Disc not properly seated in the drive.
Recording or copying CDs is difficult or impossible. Cause Solution Wrong or poor quality media type. 1. Try using a slower speed when recording. 2. Verify that you are using the correct media for the drive. 3. Try a different brand of media. Quality varies widely between manufacturers. Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. USB flash drive is not seen as a drive letter in Windows.
Solving front panel component problems If you encounter problems with devices connected to the front panel, 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 Web browser is not set up properly. Verify that the Web browser is installed and set up to work with your ISP. Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem. Cable/DSL service is not available or has been interrupted due to bad weather. Try connecting to the Internet at a later time or contact your ISP.
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.
9 System backup and recovery Backing up, restoring, and recovering in Windows 8 Your computer includes tools provided by HP and Windows to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or even back to the original factory state, all with simple steps.
Creating recovery media and backups Recovery after a system failure is only as good as your most recent backup. 1. After you successfully set up the computer, create recovery media. This step creates a backup of the recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced.
Restoring and recovering using Windows 8 tools Windows recovery tools provide access to several options for recovering your system. Choose the method that best matches your situation and level of expertise: ● If you need to restore your personal files and data, you can use Windows File History to restore your information from the backups you created. For more information and steps for using File History, see Windows Help and Support. From the Start screen, type h, and then select Help and Support.
If Windows is responding, use these steps to start Refresh: 1. On the Start screen, point to the far-right upper or lower corner of the screen to display the charms. 2. Click Settings. 3. Click Change PC settings in the bottom-right corner of the screen, and then select General from the PC settings screen. 4. Under Refresh your PC without affecting your files, select Get started, and follow the on-screen instructions. If Windows is not responding, use these steps to start Refresh: 1.
3. Click Change PC settings in the bottom-right corner of the screen, and then select General from the PC settings screen. 4. Under Remove everything and reinstall Windows, select Get started, and follow the on-screen instructions. If Windows is not responding, use these steps to start Reset: 1. If possible, back up all personal files. 2. If possible, check for the presence of the HP Recovery partition: From the Start screen, type c, and then select Computer.
Recovery using Windows 8 operating system media (purchased separately) This recovery process requires Windows 8 operating system media, which can be ordered from the support website. For U.S. support, go to http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/wwcontact_us.html. You can also order the media by calling support. For contact information, see the Worldwide Telephone Numbers booklet included with the computer.
Backing up, restoring, and recovering in Windows 7 Your computer includes tools provided by HP and Windows to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or even back to the original factory state, all with simple steps.
There are two types of recovery media. To determine which steps to follow for your computer: 1. Click the Start button. 2. Click All Programs. ● If Security and Protection is listed, continue with the steps in Creating recovery media using HP Recovery Manager (select models only) on page 172. ● If Productivity and Tools is listed, continue with the steps in Creating recovery discs with HP Recovery Disc Creator (select models only) on page 173.
NOTE: You must use a USB flash drive with a capacity of at least 8 GB. 1. Close all open programs. 2. Insert the USB flash drive into a USB port on the computer. 3. Click the Start button, click All Programs, click Security and Protection, click Recovery Manager, and then click Recovery Media Creation. 4. Click Create recovery media with a USB flash drive, and then click Next. 5. Select the USB flash drive from the list of media.
After the Windows 7 operating system DVD has been created, create the Driver Recovery DVD: 1. Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator. 2. Select Driver disk. 3. From the drop-down menu, select the drive for burning the recovery media. 4. Click the Create button to start the burning process. Label the disc after you create it, and store it in a secure place.
To start System Restore: 1. Close all open programs. 2. Click the Start button, right-click Computer, and then click Properties. 3. Click System protection, System Restore, click Next, and then follow the on-screen instructions. 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.
3. Turn on the computer. 4. When Windows has loaded, click the Start button, click All Programs. is listed, follow the steps in System Recovery when Windows is not responding on page 176. ● If Security and Protection is listed, continue with step 5. ● If Productivity and Tools is listed, follow the steps in System Recovery when Windows is not responding on page 176. 5. Click Security and Protection, click Recovery Manager, and then click Recovery Manager.
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 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. Click the Start button, and then click Shut Down.
CAUTION: Using a Windows 7 operating system DVD completely erases hard drive contents and reformats the hard drive. All files that you have created and any software that you have installed on the computer are permanently removed. When reformatting is complete, the recovery process helps you restore the operating system, as well as drivers, software, and utilities. To initiate recovery using a Windows 7 operating system DVD: NOTE: This process takes several minutes. 1.
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. 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. Clear CMOS.
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. Remove and replace the identified faulty memory module(s). 4.
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 191.) 3. Verify monitor is attached and turned on. 4. Replace the graphics card (if possible).
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. Clear CMOS.
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. If the error persists, replace the system board. 1.
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.
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.
Control panel message Description Recommended action 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. Parity Check 2 Parity RAM failure. Run Computer Setup and Diagnostic utilities.
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.
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. Beeps stop after fifth iteration but LEDs continue until problem is solved.
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. Beeps stop after fifth iteration but LEDs continue until problem is solved.
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.
6. Replace the jumper. 7. Replace the access panel. 8. Reconnect the external equipment. 9. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features. 10. Establish the new passwords in Computer Setup. See Computer Setup (F10) Utility on page 105 for information. Clearing and resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration.
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. 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. 196 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 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 locked 129 removing 40 adapter, DisplayPort to HDMI spare part number 18 antenna removing 71 antenna kit spare part number 71 antenna kit, spare part number 15 audible codes 188 audio problems 143 B backlight cable spare part number 17 backup and recovery, Windows 7 171 Backup and Restore, Windows 7 174 backups creating Windows 7 171, 174 personal files for Windows 8 computer models 166 battery disposal 32 battery replacement 54 bezel spare part number 13 boards, spare part numbers 16
features overview 1 flash drive problems 160 flashing LEDs 188 front bezel removing 97 spare part number 97 front components 3 front panel problems 161 G general problems 128 graphics board removing 66 spare part number 66 graphics card spare part number 16 spare part numbers 20 grounding methods 27 H hard disc drive 42 2.5-inch, installing 45 2.
power problems 132 power supply 197 fan 30 removing 85 spare part number 85 spare part numbers 23 power-on password 191 printer problems 145 problems audio 143 CD-ROM or DVD 158 flash drive 160 front panel 161 general 128 hard drive 133 hardware installation 149 Internet access 161 keyboard 146 Media Card Reader 136 memory 155 monitor 137 mouse 146 network 151 power 132 printer 145 processor 157 software 163 webcam 161 processor spare part numbers 17 processor problems 157 R rear components 5 rear I/O cover
System Recovery, Windows 7 175 system restore point creating for Windows 8 computer models 166 restoring for Windows 8 computer models 167 system restore points, creating Windows 7 171 System Restore, Windows 7 174 T tamper-proof screws tool 31 temperature control 28 thermal module removing 62 thermal module, spare part number 14, 23 tilt adjustment 8 tilt/swivel stand removing 38 tools, servicing 31 top rear trim removing 68 spare part number 13, 24, 68 Torx T15 screwdriver 31 touch control cable spare par
