Maintenance and Service Guide
HP EliteDesk 705 G5 Desktop Mini
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat
surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as
pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to come into contact with the
skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter
comply with the user-accessible surface temperature limits defined by applicable safety standards.
iii
iv
Safety warning notice
About this guide
WARNING! Indicates a hazardous situation that, if not avoided, could result in serious injury or death.
CAUTION: Indicates a hazardous situation that, if not avoided, could result in minor or moderate injury.
IMPORTANT: Indicates information considered important but not hazard-related (for example, messages
related to property damage). Warns the user that failure to follow a procedure exactly as described could
result in loss of data or in damage to hardware or software. Also contains essential information to explain a
concept or to complete a task.
NOTE: Contains additional information to emphasize or supplement important points of the main text.
TIP: Provides helpful hints for completing a task.
v
vi
About this guide
Table of contents
1 Computer features ........................................................................................................................................ 1
Serial number location .......................................................................................................................................... 4
Attaching the computer to a mounting fixture ..................................................................................................... 6
Installing a security lock ........................................................................................................................................ 7
2 Illustrated parts catalog ................................................................................................................................ 8
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 13
Recommended materials and equipment ........................................................................................ 15
Operating guidelines ........................................................................................................................................... 16
General cleaning safety precautions ................................................................................................ 16
Screws ............................................................................................................................................... 18
Cables and connectors ...................................................................................................................... 18
Hard drives ........................................................................................................................................ 18
SATA hard drives .................................................................................................................................................. 19
SMART ATA drives ................................................................................................................................................ 19
SATA hard drive cables ...................................................................................................................... 19
vii
Cable management ........................................................................................................................... 20
4 Removal and replacement procedures ........................................................................................................... 21
Warnings and cautions ........................................................................................................................................ 21
Preparation for disassembly ............................................................................................................................... 22
Front bezel dust filter .......................................................................................................................................... 22
Front bezel ........................................................................................................................................................... 24
Speaker ................................................................................................................................................................ 26
Hard drive connector ........................................................................................................................................... 28
Drive cage ............................................................................................................................................................ 29
Graphics processor and heat sink assembly ....................................................................................................... 30
WLAN module ...................................................................................................................................................... 33
Battery ................................................................................................................................................................. 35
Memory module specifications ......................................................................................................... 38
Heat sink .............................................................................................................................................................. 42
Processor ............................................................................................................................................................. 44
System board components ............................................................................................................... 48
Internal WLAN antenna cables ............................................................................................................................ 49
5 Computer Setup (F10) Utility ........................................................................................................................ 51
Computer Setup (F10) Utilities ............................................................................................................................ 51
Computer Setup—Security ............................................................................................................... 55
Recovering the Configuration Settings ............................................................................................................... 63
6 Troubleshooting without diagnostics ............................................................................................................ 64
viii
Before you call for technical support .................................................................................................................. 64
Helpful hints ........................................................................................................................................................ 65
Solving display problems .................................................................................................................................... 73
Solving audio problems ....................................................................................................................................... 77
Solving printer problems ..................................................................................................................................... 79
Solving keyboard and mouse problems .............................................................................................................. 81
Solving hardware installation problems ............................................................................................................. 82
Solving network problems .................................................................................................................................. 83
Solving memory problems .................................................................................................................................. 85
Solving CD-ROM and DVD problems .................................................................................................................... 87
Solving USB flash drive problems ........................................................................................................................ 89
Solving front panel component problems .......................................................................................................... 90
Solving Internet access problems ....................................................................................................................... 90
7 POST error messages ................................................................................................................................... 92
Interpreting POST diagnostic front panel lights and audible codes ................................................................... 96
8 Password security and resetting CMOS .......................................................................................................... 98
Resetting the password jumper .......................................................................................................................... 98
Changing a setup or power-on password ........................................................................................................... 99
9 Using HP PC Hardware Diagnostics .............................................................................................................. 102
Using HP PC Hardware Diagnostics Windows (select products only) ............................................................... 102
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ................................................................................................... 103
Starting HP PC Hardware Diagnostics UEFI .................................................................................... 104
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ............................................ 104
ix
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ................................................................................................... 105
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
10 Backing up, restoring, and recovering ........................................................................................................ 107
Restoring and recovery ..................................................................................................................................... 108
Restoring, resetting, and refreshing using Windows tools ............................................................ 108
Changing the computer boot order ................................................................................................ 108
11 Power cord set requirements .................................................................................................................... 110
Country-specific requirements .......................................................................................................................... 111
12 Statement of memory volatility ................................................................................................................ 112
Nonvolatile memory usage ............................................................................................................................... 114
Questions and answers ..................................................................................................................................... 116
13 Specifications .......................................................................................................................................... 118
Index ........................................................................................................................................................... 119
x
Front panel components
Table 1-1 Identifying the front panel components
Front panel components
1
2
3
4
USB Type-C port
5
6
7
Audio-out (headphone)/Audio-in
(microphone) combo jack
USB SuperSpeed port
Hard drive activity light
Power button
USB SuperSpeed port with HP Sleep and Charge
Audio-out (headphone) jack
NOTE: The combo jack supports headphones, line output devices, microphones, line input devices, or CTIA style headsets.
NOTE: The light on the power button is normally white when the power is on. If the light flashes red, the computer displays a
diagnostic code to indicate a problem. See Interpreting POST diagnostic front panel lights and audible codes on page 96 the
to interpret the code.
2
Chapter 1 Computer features
Rear panel components
Table 1-2 Identifying the rear panel components
Rear panel components
1
2
3
4
Security cable slot
5
6
7
USB SuperSpeed ports* (2)
RJ-45 (network) jack
DisplayPort™ monitor connectors (2)
USB SuperSpeed ports (2)
Optional port*
Power cord connector
*Optional port offers choice of HDMI 2.0a, DisplayPort 1.2, VGA, serial port or USB Type-C.
**Bottom port allows for wake from keyboard.
Rear panel components
3
Changing from desktop to tower orientation
The computer can be used in a tower orientation with an optional tower stand that can be purchased from HP.
1. Remove or disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB flash drive, from the computer.
3. Turn off the computer properly through the operating system, and turn off any external devices.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
IMPORTANT: Regardless of the power state, voltage is always present on the system board as long as
the system is plugged into an active AC outlet. To prevent damage to internal components, you must
disconnect the power cord from the power source before opening the computer.
5. Orient the computer so that its right side is facing up and place the computer in the optional stand.
NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower
stand.
6. Reconnect the power cord and any external devices, and then turn on the computer.
NOTE: Ensure that at least 10.2 centimeters (4 inches) of space on all sides of the computer remains
clear and free of obstructions.
7. Lock any security devices that were disengaged before the computer was moved.
Changing from desktop to tower orientation
5
Attaching the computer to a mounting fixture
The computer can be attached to a wall, swing arm, or other mounting fixture.
NOTE: This apparatus is intended to be supported by UL or CSA Listed wall mount bracket.
1. If the computer is on a stand, remove the computer from the stand and lay the computer down.
2. To attach the computer to a swing arm (sold separately), insert four screws through the holes on the
swing arm plate and into the mounting holes on the computer.
IMPORTANT: This computer supports the VESA industry standard 100 mm mounting holes. To attach a
third-party mounting solution to the computer, use the screws that are supplied with the solution.
Verify that the manufacturer’s mounting solution is compliant with the VESA standard and is rated to
support the weight of the computer. For best performance, use the power cord and other cables
provided with the computer.
To attach the computer to other mounting fixtures, follow the instructions included with the mounting
fixture to ensure that the computer is safely attached.
6
Chapter 1 Computer features
Installing a security lock
You can attach a security cable lock to the rear of the computer. Use the key provided to attach and remove
the lock.
To install a padlock, slide the padlock loop out from the rear of the computer and install the padlock in the
loop.
NOTE: The cable lock and padlock are designed to act as a deterrent, but they may not prevent the
computer from being mishandled or stolen.
Installing a security lock
7
2 Illustrated parts catalog
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Computer major components
Item
(1)
Description
Front bezel
(2)
Graphics processor with heat sink, AMD® Radeon™ RX560 4 GB (includes replacement thermal material)
WLAN module
(3)
Intel® Wi-Fi 6 + Bluetooth® 5 (802.11ax 2 × 2 non-vPro™)
Intel 9260 802.11ac 2 × 2 + Bluetooth 5 PCIe (non-vPro)
Intel 8265 802.11ac 2 × 2 with Bluetooth® M.2 Combo Card (non-vPro)
Realtek RTL8822CE 802.11ac 2 × 2 Wi-Fi + Bluetooth
Hard drives
(4)
8
Chapter 2 Illustrated parts catalog
Item
Description
1 TB, 7200 rpm, 7 mm
500 GB, 7200 rpm, 7 mm
500 GB, 7200 rpm, OPAL2, self-encrypting drive (SED), 7 mm
500 GB, 5400 rpm, FIPS, 7 mm
Solid-state drives, 2.5 inch, SATA-3, TLC
512 GB, FIPS-140-2
512 GB, OPAL 2, self-encrypting drive (SED)
512 GB
256 GB, FIPS-140-2
256 GB, OPAL 2, self-encrypting drive (SED)
256 GB
(5)
Solid-state drives, NVMe, M.2 2280, PCIe
2 TB
1 TB
512 GB, self-encrypting drive, Opal 2, TLC
512 GB, TLC
512 GB, value
256 GB, self-encrypting drive, Opal 2, TLC
256 GB, TLC
256 GB, value
128 GB, TLC
(6)
Hard drive cage
(7)
Hard drive cable
(8)
Antenna cover
(9)
Speaker
(10)
(11)
(12)
(13)
Hood sensor
Access panel
Heat sink with fan (includes replacement thermal material)
Memory module (SODIMM)
32 GB (PC4-2666)
16 GB (PC4-2666)
8 GB (PC4-2400)
4 GB (PC4-2400)
(14)
System board (includes replacement thermal material)
Computer major components
9
Item
Description
(15)
Computer chassis
Processor (include replacement thermal material)
AMD Ryzen™ 5 3400
AMD Ryzen 5 3400GE
AMD Ryzen 3 3200
AMD Ryzen 3 3200GE
AMD Athlon 300GE
Option board
HDMI option board
DisplayPort option board
VGA option board
Serial port option board
USB Type-C option board
USB Type-C option board with 100 W power delivery option board
*
not illustrated
Mass storage devices
Item
(1)
Description
Hard drive
1 TB, 7200 rpm, 7 mm
500 GB, 7200 rpm, 7 mm
10 Chapter 2 Illustrated parts catalog
Item
Description
500 GB, 7200 rpm, OPAL2, self-encrypting drive (SED), 7 mm
500 GB, 5400 rpm, FIPS, 7 mm
Solid-state drive, 2.5 inch, TLC
512 GB, FIPS-140-2
512 GB, OPAL 2, self-encrypting drive (SED)
512 GB
256 GB, FIPS-140-2
256 GB, OPAL 2, self-encrypting drive (SED)
256 GB
(2)
Solid-state drives, NVMe, M.2 2280, PCIe
2 TB
1 TB
512 GB, self-encrypting drive, Opal 2, TLC
512 GB, TLC
512 GB, value
256 GB, self-encrypting drive, Opal 2, TLC
256 GB, TLC
256 GB, value
128 GB, TLC
(3)
Hard drive cage
Miscellaneous parts
Description
AC adapter
150 W, APFC
90 W, APFC
65 W, nPFC
Front bezel dust filter (not illustrated)
Antenna cable, wireless
Stand
EPS bracket
Quick release 2
HP USB-Type C to USB Type-A Hub
Miscellaneous parts 11
Description
Adapters
USB Type-C to DisplayPort
USB Type-C to USB 3.0
Keyboard
Washable, PVC, USB/PS2
USB
Conferencing, USB
USB, slim
Wireless keyboard and mouse
Smart card, slim, CCID, USB
Anti-microbial, slim
Grey, slim, USB
Collaboration, USB
Collaboration, wireless
Wireless, premium
Health care, wired, USB
Premium, wireless, keyboard and mouse
Mouse
USB, optical
USB, laser
USB, fingerprint
USB, premium
USB, antimicrobial
USB, hardened
USB, heath care, wired
Power cord
12 Chapter 2 Illustrated parts catalog
3 Routine care, SATA drive guidelines, and
disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
IMPORTANT: When the computer is plugged into an AC power source, voltage is always applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Electrostatic discharge information
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) might not appear to be affected at all and can work perfectly
throughout a normal cycle. The device might function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
IMPORTANT: To prevent damage to the device when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
Generating static electricity
The following table shows how humidity affects the electrostatic voltage levels generated by different
activities. A product can be degraded by 700 V.
●
●
Different activities generate different amounts of static electricity.
Static electricity increases as humidity decreases.
Table 3-1 Static electricity occurrence based on activity and humidity
Relative humidity
40%
Event
55%
10%
Walking across carpet
7,500 V
3,000 V
400 V
15,000 V
5,000 V
800 V
35,000 V
12,000 V
6,000 V
2,000 V
Walking across vinyl floor
Motions of bench worker
Removing DIPs (dual in-line packages) from plastic tube
400 V
700 V
Electrostatic discharge information 13
Table 3-1 Static electricity occurrence based on activity and humidity (continued)
Relative humidity
4,000 V
Removing DIPs from vinyl tray
2,000 V
3,500 V
7,000 V
5,000 V
11,500 V
14,500 V
26,500 V
21,000 V
Removing DIPs from polystyrene foam
Removing bubble pack from PCB (printed circuit board)
Packing PCBs in foam-lined box
5,000 V
20,000 V
11,000 V
Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
NOTE: As little as 700 V can degrade a product.
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity
damage to electronic components.
●
●
●
●
●
●
●
To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations.
Place items on a grounded surface before removing them from their container.
Always be properly grounded when touching a sensitive component or assembly.
Avoid contact with pins, leads, or circuitry.
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to electronic components:
●
Wrist straps are flexible straps with a maximum of 1 MΩ ±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.
●
Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with
a maximum of 1 MΩ ±10% resistance between the operator and ground.
Table 3-2 Static shielding protection levels
Static shielding protection levels
Method
Voltage
Antistatic plastic
1,500
7,500
Carbon-loaded plastic
Metallized laminate
15,000
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
●
●
Turn off power and input signals before inserting and removing connectors or test equipment.
Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and polystyrene
foam.
●
Use field service tools, such as cutters, screwdrivers, and vacuums that are conductive.
Recommended materials and equipment
HP recommends the following materials and equipment to prevent static electricity:
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Antistatic tape
Antistatic smocks, aprons, or sleeve protectors
Conductive bins and other assembly or soldering aids
Conductive foam
Conductive tabletop workstations with ground cord of 1 MΩ ±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 1 MΩ ±10% resistance
Material handling packages
Conductive plastic bags
Conductive plastic tubes
Conductive tote boxes
Opaque shielding bags
Transparent metallized shielding bags
Transparent shielding tubes
Electrostatic discharge information 15
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
Operate the computer on a sturdy, level surface. Leave a 10.2 cm (4 inch) clearance on all vented sides of
the computer and above the monitor to permit the required airflow.
●
●
Never restrict the airflow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airflow.
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airflow. Be sure to unplug the computer before cleaning the air vents.
●
●
Never operate the computer with the cover or side panel removed.
Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s recirculated or preheated air.
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●
●
●
Keep liquids away from the computer and keyboard.
Never cover the ventilation slots on the monitor with any type of material.
Install or enable power management functions of the operating system or other software, including
Sleep states.
Routine care
General cleaning safety precautions
1. Never use solvents or flammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the computer case
Follow all safety precautions in General cleaning safety precautions on page 16 before cleaning the computer.
To clean the computer case, follow these procedures:
●
●
To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.
●
For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed because the alcohol
evaporates quickly and does not leave a residue.
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
●
After cleaning, always wipe the unit with a clean, lint-free cloth.
Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airflow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 16 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 16
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●
●
Visible debris underneath or between the keys might be removed by vacuuming or shaking.
Canned, pressurized air might 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. This tool is
available through many electronic supply outlets.
IMPORTANT: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
●
You can clean under a key with a swab moistened with isopropyl alcohol and squeezed out. Be careful
not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any fibers or
dirt in confined areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●
Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or flammable liquids on the monitor.
●
Cleaning the mouse
Before cleaning the mouse, be sure that the power to the computer is turned off.
●
●
Clean the mouse ball by first removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
Service considerations
Keep these considerations in mind during the disassembly and assembly of the computer.
Service considerations 17
Tools and software requirements
To service the computer, you need the following tools:
●
●
●
●
●
Torx T-15 screwdriver
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
Phillips P1 screwdriver
Nonconductive, nonmarking pry tool
Diagnostics software
Screws
The screws used in the computer are not interchangeable. They could have standard or metric threads and
might be of different lengths. 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 and then returned to their proper locations.
IMPORTANT: As you remove each subassembly from the computer, place it away from the work area to
prevent damage.
Cables and connectors
Apply only the tension required to seat or unseat the cables during insertion or removal from the connector.
Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the cables, and be
sure that the cables are routed so that they cannot be caught or snagged by parts being removed or replaced.
IMPORTANT: When servicing this computer, be sure to place cables in their proper location during the
reassembly process. Improper cable placement can damage the computer.
Hard drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.
●
If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”
●
Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the computer.
●
●
Avoid dropping drives from any height onto any surface.
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, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
●
●
Do not use excessive force when inserting a drive.
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields
such as monitors or speakers.
18 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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. Do not disassemble, crush, puncture, short external contacts, dispose in water or fire, or
expose it to temperatures higher than 140°F (60°C). Do not attempt to recharge the battery.
NOTE: Do not dispose of batteries, battery packs, and accumulators with general household waste. In order
to forward them to recycling or proper disposal, please use the public collection system or return them to HP,
their authorized partners, or their agents.
SATA hard drives
Table 3-3 SATA hard drive characteristics
Serial ATA hard drive characteristics
Number of pins/conductors in data cable
Number of pins in power cable
Maximum data cable length
7/7
15
100 cm (39.37 in)
400 mV to 700 mV
3.3 V, 5 V, 12 V
N/A
Data interface voltage differential
Drive voltages
Jumpers for configuring drive
Data transfer rate
6.0 Gbps
SMART ATA drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.
SATA hard drive cables
SATA data cable
Always use an HP-approved SATA 6.0 Gbps cable as it is fully backwards compatible with the SATA 1.5 Gbps
drives.
Current HP desktop products ship with SATA 6.0 Gbps 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.
SATA hard drives 19
Cable management
Always follow good cable management practices when working inside the computer.
●
●
Keep cables away from major heat sources like the heat sink.
Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts
are moved.
●
●
●
●
When folding a flat ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.
Do not bend any cable sharply. A sharp bend can break the internal wires.
Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.
Never crease a SATA data cable.
20 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
4 Removal and replacement procedures
Adherence to the procedures and precautions described in this chapter is essential for proper service. After
completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all
components operate properly.
NOTE: Not all features listed in this guide are available on all computers.
NOTE: HP continually improves and changes product parts. 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.
Warnings and cautions
Before performing upgrades be sure to carefully read all of the applicable instructions, cautions, and
warnings in this guide.
WARNING! To reduce the risk of personal injury from electrical shock, hot surfaces, or fire:
Disconnect the power cord from the AC outlet and allow the internal system components to cool before you
touch them.
Do not plug telecommunications or telephone connectors into the network interface controller (NIC)
receptacles.
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
Plug the power cord into a grounded (earthed) AC outlet that is easily accessible at all times.
To reduce the risk of serious injury, read the Safety & Comfort Guide. The Safety & Comfort Guide also
provides important electrical and mechanical safety information. The Safety & Comfort Guide is available on
WARNING! Energized and moving parts inside.
Disconnect power to the equipment before removing the enclosure.
Replace and secure the enclosure before re-energizing the equipment.
IMPORTANT: Static electricity can damage the electrical components of the computer or optional
equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See Electrostatic discharge information on page 13 for more information.
When the computer is plugged into an AC power source, voltage is always applied to the system board. To
prevent damage to internal components, you must disconnect the power cord from the power source before
opening the computer.
NOTE: Your computer model may look slightly different from the illustrations in this chapter.
Warnings and cautions 21
Preparation for disassembly
See Routine care, SATA drive guidelines, and disassembly preparation on page 13 for initial safety procedures.
1. Remove or disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB flash drive, from the computer.
3. Turn off the computer properly through the operating system, and then turn off any external devices.
4. Disconnect the power cord from the AC outlet and disconnect any external devices.
IMPORTANT: Regardless of the power state, voltage is always present on the system board as long as
the system is plugged into an active AC outlet. To prevent damage to internal components, you must
disconnect the power cord from the power source before opening the computer.
5. If the computer is on a stand, remove the computer from the stand.
CAUTION: Beware of sharp edges inside the chassis.
Front bezel dust filter
Some models are equipped with an optional front bezel dust filter. You must periodically clean the dust filter
so that the dust collected on the filter does not impede air flow through the computer.
To remove, clean, and replace the dust filter:
2. To remove the dust filter, use your fingers to separate the filter from the front bezel at the tab locations
shown in the following illustration.
3. Use a soft brush or cloth to clean dust from the filter. If heavily soiled, rinse the filter clean with water.
To install the front bezel dust filter, reverse the removal procedure.
22 Chapter 4 Removal and replacement procedures
Access panel
To access internal components, you must remove the access panel:
2. Remove the thumbscrew on the rear of the computer (1), and then slide the panel forward and lift it off
the computer (2).
NOTE: If necessary, a Torx T15 or flat-bladed screwdriver can be used to loosen the thumbscrew.
Access panel 23
Front bezel
NOTE: It is not necessary to remove the front bezel to access other components.
The front bezel is secured to the top cover by tabs.
3. Position the top cover upside-down so that you can access the inside of the bezel.
4. Remove the two Phillips screws (1) that secure the bezel to the access panel.
5. Simultaneously press the two top tabs (not the four bottom tabs) to disengage the bezel (2).
6. Rotate the top of the bezel downward (3), and then remove it from the access panel (4).
To install the front bezel, reverse the removal procedure.
24 Chapter 4 Removal and replacement procedures
Speaker
A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is
secured by a white peg that you pull out to release.
To remove the speaker:
3. Disconnect the speaker cable from the system board connector (1).
4. From the front of the computer, remove the peg that secures the speaker to the chassis (2).
5. Remove the insulator and tape from the top and inside of the speaker (3).
6. Lift the speaker straight up and out of the bracket on the inside of the chassis (4).
To install the speaker, reverse the removal procedures.
26 Chapter 4 Removal and replacement procedures
Hard drive
Models with a hard drive and drive cage do not include a separate graphics processor card.
NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you
can transfer the data to the new hard drive.
3. Rotate the hard drive latch up (1) to disengage the hard drive from the cage. Then slide the drive toward
the rear of the chassis until it stops, and then lift the hard drive up and out of the cage (2).
Hard drive 27
Hard drive connector
The hard drive connector is installed in the hard drive cage and connects to the system board.
4. Lift the connector latch on the system board (1), and then disconnect the hard drive cable using the pull
tab on the cable (2).
5. Remove the two Torx T15 screws that secure the connector to the drive cage (3).
6. Lift the hard drive connector out of the computer (4).
To install the hard drive connector, reverse the removal procedure.
28 Chapter 4 Removal and replacement procedures
Drive cage
4. Lift the connector latch on the system board (1), and then disconnect the hard drive cable using the pull
tab on the cable (2).
5. Remove the two Torx T15 screws (3) that secure the hard drive cage to the chassis.
6. Slide the hard drive cage back, and then lift it out of the chassis (4).
To install the drive cage, reverse the removal procedure.
Drive cage 29
Graphics processor and heat sink assembly
IMPORTANT: Do not remove the heat sink/fan from the graphics processor. Remove the assembly as an
entire unit.
3. Disconnect the fan cable from the system board (1).
4. Remove the two screws (2) that secure the graphics processor bracket to the chassis, and then lift the
graphics processor assembly out of the chassis (3).
To install the graphic processor and heat sink, reverse the removal procedure.
30 Chapter 4 Removal and replacement procedures
M.2 PCIe solid state drive (SSD)
3. In models with a hard drive, remove the hard drive (Hard drive on page 27) and drive cage Drive cage
4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly
5. Locate the M.2 solid-state drives on the system board.
M.2 PCIe solid state drive (SSD) 31
6. Remove the screw (1) securing the solid-state drive to the system board, and then pull the drive from
the socket on the system board (2).
To replace the solid-state drive module, reverse the removal procedures.
32 Chapter 4 Removal and replacement procedures
WLAN module
3. In models with a hard drive, remove the hard drive (Hard drive on page 27) and drive cage Drive cage
4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly
5. Locate the WLAN module on the system board.
6. Disconnect both antenna cables (1) from the WLAN module.
WLAN module 33
7. Remove the screw (2) that secures the WLAN module to the system board, and then grasp the WLAN
module by the sides and pull it out of the socket (3).
NOTE: You may need to use a small tool, such as a pair of tweezers or needle-nose pliers, to
disconnect and connect the antenna cables.
IMPORTANT: Only disconnect the antenna cables from the WLAN module when necessary, such as
when specifically replacing the WLAN module or the antenna cables. Disconnecting the antennas from
the module poses the risk that they do not get correctly reconnected. For other components that require
removing the WLAN module, such as the system board, remove the module while leaving the antenna
cables connected and place the WLAN module off to the side while removing and replacing the
components.
To replace the WLAN module, reverse the removal procedures.
34 Chapter 4 Removal and replacement procedures
Battery
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 V
lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60°C (140ºF).
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare designated for this product.
IMPORTANT: Before replacing the battery, back up the computer CMOS settings. When the battery is
removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, be sure that you are discharged of static electricity by briefly touching a
grounded metal object.
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall
socket. The lithium battery is only used when the computer is not connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
3. In models with a hard drive, remove the hard drive (Hard drive on page 27) and drive cage Drive cage
4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly
Battery 35
5. Locate the battery and battery holder on the system board.
NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to remove and
replace the battery.
6. Lift the battery out of the holder.
7. Slide the replacement battery into position, positive side up. The battery holder automatically secures
the battery in the proper position.
8. Reassemble the computer.
9. Reset the date and time, your passwords, and any special system setups using Computer Setup.
36 Chapter 4 Removal and replacement procedures
Expansion connector board
An expansion board can be installed near the back of the system board that provides an additional connector
on the rear I/O panel. The board is secured with two screws and connects to the a connector on the system
board.
To remove the expansion connector board:
3. In models with a hard drive, remove the hard drive (Hard drive on page 27) and drive cage Drive cage
4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly
5. Remove the two Phillips screws (1) that secure the board to the system board.
6. Lift to disengage the board from the system board connector, and then remove the expansion connector
board from the computer (2).
NOTE: Expansion connector board appearance may vary.
If a cable connects from the expansion connector board to the system board, disconnect the cable from
the system board.
To install the expansion connector board, reverse the removal procedures.
Expansion connector board 37
Memory modules
The computer comes with at least one small outline, dual in-line memory module (SODIMM). To achieve
maximum memory support, you can populate the system board with up to 32 GB of memory.
Memory module specifications
For proper system operation, the memory modules must meet the following qualifications:
Component
Memory modules
Compliance
Pins
Specification
1.2 volt DDR4-SDRAM memory modules
unbuffered non-ECC PC4-21300 DDR4-2666 MHz-compliant
industry-standard 260-pin containing the mandatory Joint Electronic Device Engineering
Council (JEDEC) specification
Support
support CAS latency 17 DDR4 2400 MHz (17-17-17 timing)
Slots
2
Maximum memory
Supported
64
2 Gbit, 4 Gbit, 8 Gbit, and 16 Gbit non-ECC memory technologies single-sided and double-
sided memory modules
Note
The system will not operate properly if you install unsupported memory modules.
Memory modules constructed with ×8 and ×16 DDR devices are supported; memory
modules constructed with ×4 SDRAM are not supported.
HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.
Removing memory modules
There are two memory module slots on the system board, with one slot per channel. The slots are labeled
DIMM1 and DIMM3. The DIMM1 slot operates in memory channel B. The DIMM3 slot operates in memory
channel A.
Item
Description
System board label
DIMM3
Slot color
Black
1
2
Memory module slot, Channel A
Memory module slot, Channel B
DIMM1
Black
The system automatically operates in single-channel mode, dual-channel mode, or flex mode, depending on
how the memory modules are installed.
●
●
The system operates in single-channel mode if the memory module slots are populated in one channel
only.
The system operates in a higher-performing dual channel mode if the memory capacity of the memory
module in Channel A is equal to the memory capacity of the memory module in Channel B.
38 Chapter 4 Removal and replacement procedures
●
●
The system operates in flex mode if the memory capacity of the memory module in Channel A is not
equal to the memory capacity of the memory module in Channel B. In flex mode, the channel populated
with the least amount of memory describes the total amount of memory assigned to dual channel and
the remainder is assigned to single channel. If one channel has more memory than the other, assign the
larger amount to channel A.
In any mode, the maximum operational speed is determined by the slowest memory module in the
system.
IMPORTANT: You must disconnect the power cord and wait approximately 30 seconds for the power to drain
before adding or removing memory modules. Regardless of the power state, voltage is always supplied to the
memory modules as long as the computer is plugged into an active AC outlet. Adding or removing memory
modules while voltage is present may cause irreparable damage to the memory modules or system board.
The memory module slots have gold-plated metal contacts. When upgrading the memory, use memory
modules with gold-plated metal contacts to prevent corrosion, oxidation, or both, resulting from having
incompatible metals in contact with each other.
Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal
When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.
3. Tilt the fan up using the front tab and leave it in the up position.
Memory modules 39
4. Locate the memory modules (1) and (2) on the system board.
5. To remove a memory module, press outward on the two latches on each side of the memory module (1),
and then pull the memory module (2) out of the slot.
The computer automatically recognizes the new memory when you turn on the computer.
40 Chapter 4 Removal and replacement procedures
Heat sink
IMPORTANT: The bond between the heat sink and the processor may be very tight.
If the computer can start, before removing the heat sink, turn on the computer until it warms the heat sink.
Warming the fan sink lessens the bond between the heat sink and the processor, thereby making separating
them easier.
Be sure not to pull the processor out of the socket when you lift the heat sink, especially if you cannot warm
the heat sink before removal. Inadvertently removing the processor can damage the pins.
The heat sink is secured with four captive Torx screws.
4. In the order indicated on the heat sink, loosen the three captive Torx screws (1) that secure the heat sink
to the computer.
5. Lift the back of the heat sink (2), and then pull heat sink toward front to the chassis to remove it (3).
IMPORTANT: Be sure the loosen the screws in the order indicated by the numbers stamped on the heat
sink to avoid damaging the processor.
To replace the heat sink, reverse the removal procedures.
When replacing the heat sink, be sure to install thermal grease on the bottom of the heat sink.
42 Chapter 4 Removal and replacement procedures
Heat sink 43
Processor
5. Unlatch the locking lever from the side of the processor socket (1).
6. Rotate the locking lever to its fully open position (2).
7. Lift the processor straight up to remove it (3).
IMPORTANT: Do NOT handle the pins in the processor socket. These pins are very fragile and handling
them could cause irreparable damage. If pins are damaged it may be necessary to replace the system
board.
Reverse the removal procedure to install a new processor.
NOTE: After installing a new processor onto the system board, update the system ROM to ensure that the
latest version of the BIOS is being used on the computer. You can find the latest system BIOS at:
44 Chapter 4 Removal and replacement procedures
System board
NOTE: All system board spare part kits include replacement thermal material.
3. In models with a hard drive, remove the hard drive (Hard drive on page 27) and drive cage Drive cage
4. In models with a discrete graphics processor, remove the graphics processor and heat sink assembly
7. When replacing the system board, remove the following components from the defective system board
and install them on the replacement system board (as applicable):
●
●
●
●
●
8. To remove the system board:
a. On models with a hard drive, disconnect the speaker cable from the system board (1), and then
remove the three Torx T15 screws (2) that secure the system board to the computer.
System board 45
b. On models without a hard drive, disconnect the speaker cable from the system board (1), and
then remove the five Torx T15 screws (2) that secure the system board to the computer.
9. Lift the front of the system board (1), and then pull it out of the computer (2).
To install the system board, reverse the removal procedures.
When installing a system board be sure to install a thermal pad to service the system board graphics
processor at the location on the chassis as shown in the following image.
46 Chapter 4 Removal and replacement procedures
NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.
System ID Setup Page
Setup Field Name
Comment
Label
Product Name
Enter the model name/number or
marketing name.
Flexbuild
Serial Number
SKU Number
Enter the serial number of unit.
Support
Enter the SKU or product number including Support
localization code.
Asset Tag
Enter the 18-byte identifier assigned to the Support
computer.
Feature Byte
Enter the feature byte string. The feature
byte string is case sensitive.
Flexbuild
The label includes spaces after every four
characters. You can enter or ignore these
spaces – their only purpose is to help with
data entry. There is a character limitation
of 40 bytes per line. When you reach this
limit, go
If you make an error during data entry, the
data will not validate, and the computer
asks you to correct your data input.
Build ID
The build ID of the unit.
Flexbuild
System board 47
System board components
Sys Bd
Callout Label
Component
Callout Sys Bd Label
Component
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
COMM_DP
Expansion board connector
Hard drive
(9)
HSENSE
CMOS
Hood sensor
SATA
SSD
(10)
(11)
(12)
(13)
(14)
(15)
(16)
CMOS reset button
Fan
Solid-state module
RTC battery
CPU FAN
CPU
BAT
Processor
MXM
WLAN
SSD
Graphics card
DIMM3
DIMM1
HDDFAN
PSWD
Secondary memory
Primary memory
Hard drive fan
Password header and jumper
WLAN module
Solid-state module
Speaker
SPKR
48 Chapter 4 Removal and replacement procedures
Internal WLAN antenna cables
The antennas route from the WLAN module to the cable connectors on the front and the rear of the computer.
To install the antennas:
10. Remove the antenna cables from their routing paths along the interior sides of the computer chassis (1).
11. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover
(2), and then rotating the top of the cover downward and off the computer (3).
NOTE: One end of the antenna cover is slightly longer than the other, so be sure to correctly orientate
the cover when replacing.
12. Pull the antenna off the chassis, and then pull the cable out of the computer (4).
13. If the computer has dual antennas, from the front of the computer, remove the antenna cables from the
clips in the chassis (1).
14. Remove the Phillips screw (2) that secures the antenna to the chassis.
Internal WLAN antenna cables 49
15. Rotate and remove the antenna (3), and then pull the cable out of the front of the chassis (4).
Reverse the removal procedure to install the WLAN antennas and cables.
50 Chapter 4 Removal and replacement procedures
5 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●
●
Change settings from the defaults or restore the settings to default values.
View the system configuration, including settings for processor, graphics, memory, audio, storage,
communications, and input devices.
●
●
●
●
Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media devices.
Enter the Asset Tag or property identification number assigned by the company to this computer.
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
Establish an administrator password that controls access to the Computer Setup (F10) Utility and the
settings described in this section.
●
●
Establish minimum requirements for valid passwords, including length and required types of characters.
Secure integrated I/O functionality, including the serial, USB, or audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●
●
Enable or disable different types of boot sources.
Configure features such as Secure Boot, power management, virtualization support, and language and
keyboard type used in Setup and POST.
●
●
Replicate the system setup by saving system configuration information on a USB device and restoring it
on one or more computers.
Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
Using Computer Setup (F10) Utilities
Computer Setup can be accessed only by turning the computer on or restarting the system. To access the
Computer Setup Utilities menu, complete the following steps:
1. Turn on or restart the computer.
2. Repeatedly press f10 when the monitor light turns green to access the utility.
You can also press esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.
NOTE: If you do not press f10 at the appropriate time, you must restart the computer and again
repeatedly press f10 when the monitor light turns green to access the utility.
A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
NOTE: Selecting UEFI Drivers restarts the computer into the third-party option ROM management
application. You can access this application directly by pressing f3 during startup.
Computer Setup (F10) Utilities 51
3. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, and then press enter. To return to the Computer Setup Utilities menu,
press esc.
4. To apply and save changes, select Main > Save Changes and Exit.
●
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
To restore settings from the Advanced and Main menus to original values, select Apply Factory
Defaults and Exit.
●
To restore settings from the Advanced and Main menus to those previously saved by Save Custom
Defaults, select Apply Custom Defaults and Exit. If no custom defaults have been saved, then
factory defaults are used.
NOTE: Settings in the Security menu are not modified by Apply Defaults. Those values are reset by
Restore Security Settings to Factory Defaults at the bottom of the Security menu.
NOTE: Not all settings shown in the following sections are available for all models.
IMPORTANT: Do not turn the computer power off while the BIOS is saving the Computer Setup (F10)
changes because the settings could become corrupted. It is safe to turn off the computer only after exiting
the F10 Setup screen.
52 Chapter 5 Computer Setup (F10) Utility
Computer Setup–Main
NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration.
Table 5-1 Computer Setup—Main
Option
Description
System Information
Lists all information in following list if Advanced System Information is selected. Lists smaller subset if
Basic System Information is selected.
●
●
●
Product name
Installed memory size
Processor
Processor type
●
●
●
●
●
●
●
●
Processor cache size (L1/L2/L3)
Processor speed
Processor cores
MicroCode revision
Processor stepping
Memory speed
DIMM size (for each installed module)
Firmware
System BIOS version
Video BIOS version
Reference code revision
Super I/O firmware version
USB Type-C controller(s) firmware version
Service
●
●
●
●
●
Born on date
●
●
●
●
●
●
●
●
●
●
Serial number
SKU number
UUID (Universally Unique Identifier)
Asset tracking number
Feature byte
Build ID
Product family
System board ID
System board CT number
Communication
Integrated MAC Address
Computer Setup (F10) Utilities 53
Table 5-1 Computer Setup—Main (continued)
Option
Description
System Diagnostics
If the hard drive has HP PC Hardware Diagnostics installed, the application will launch. If HP PC Hardware
Diagnostics is not installed, then a basic version built into the BIOS provides the capability to perform the
following functions:
●
●
●
●
●
Provide detailed system information
Hardware subsystem tests
Component tests
Show test logs
Language selection
BIOS Event Log
View BIOS Event Log
Lists events with date and time.
Export to USB key
Be sure a USB key is installed before making this selection.
Clear BIOS Event Log on Next Boot
Select to clear the event log.
Update System BIOS
Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a file located on the hard drive.
Displays current BIOS version information.
●
Check HP.com for BIOS Updates
The string that appears here depends on the setting in BIOS Update Preferences. This selection
checks for the latest BIOS release revision on the network and lets you choose whether to download
the BIOS image and update the computer.
NOTE: If MS Windows BitLocker Drive Encryption (BDE) is enabled, you must suspend BDE
temporarily before flashed. Be sure to obtain the BDE recovery password or recovery PIN before
suspending BDE. You can enable BDE after updating the BIOS.
●
Lock BIOS Version
Prevents updates to BIOS.
Native OS Firmware Update Service
BIOS Rollback Policy
●
●
Lets you select whether a minimum BIOS version can be allocated. If Restricted rollback to older
BIOS is selected, Minimum BIOS version becomes active. Select to enter the minimum BIOS version
that can be rolled back to.
■
■
Unrestricted rollback to older BIOS
Restricted rollback to older BIOS
●
●
Allow BIOS updates using a network
BIOS Update Preferences
Allows the administrator to select the source of network updates (www.hp.com or another network
server) and allows configuration of a periodic check for updates, including policies for:
■
■
■
Check for updates and prompt the user to accept or reject the update at that time
Check for updates and install all new versions
Check for updates and install only new versions marked important
54 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
Option
Description
●
●
Network Configuration Settings
Update System and Supported Device Firmware Using Local Media
Change Date and Time
Allows you to set system time and date.
Set Machine Unique Data Lets you update the following values:
●
●
●
●
●
●
●
Feature Byte
Build ID
Serial Number
SKU Number
Product Family
System Board CT Number
Product Name
System IDs
Lets you set the following values:
●
●
Asset Tracking Number
Ownership Tag
Replicated Setup
Backup current settings to USB device
Saves system configuration to a formatted USB flash media device.
Restore current settings from USB device
Restores system configuration from a USB flash media device.
Save Custom Defaults
Saves the current system configuration settings as the custom default set.
Apply Custom Defaults
and Exit
Applies the custom default settings to the computer after rebooting. Does not apply to options in the
Security menu.
Apply Factory Defaults
and Exit
Restores the factory system configuration settings to the computer after rebooting. Does not apply to
options in the Security menu.
Ignore Changes and Exit
Save Changes and Exit
Suppress POST errors
Exits Computer Setup without applying or saving any changes.
Saves changes to current system configuration, exits Computer Setup, and reboots.
Causes error messages not to display during Power-On Self Test.
Computer Setup—Security
NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration.
Table 5-2 Computer Setup—Security
Option
Description
Create BIOS
Lets you set and enable a BIOS administrator password, which controls access to the following features:
Administrator Password
●
●
●
Setup Menu (F10)
3rd Party Option ROM Management (F3)
Update system ROM
Computer Setup (F10) Utilities 55
Table 5-2 Computer Setup—Security (continued)
Option
Description
●
●
●
WMI commands that change system settings
BIOS Configuration Utility (BCU)
Alternative power-on password
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Change BIOS
Lets you change the BIOS administrator password.
Administrator Password
You must know the current password to be able to change it.
Create POST Power-On
Password
Lets you set and enable a POST power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
NOTE: The administrator password might be used at the power-on password prompt.
Change POST Power-On
Password
Lets you change the POST power-on password.
You must know the current password to be able to change it.
(This selection is active
only if a POST Power-on
password is set.)
Password Policies
Let you set the guidelines for a valid password. Options include:
●
●
●
●
●
●
Password minimum length
Requires at least one symbol
Requires at least one number
Requires at least one upper case character
Requires at least one lower case character
Allow spaces
Clear Password Jumper
Select Honor to allow or Ignore to not allow the absence of the password jumper to clear the passwords at
boot up. Default is Honor.
Administrator
Authentication Policies
Select to require Administrator authentication for various commands during boot, including F9 (Boot
Menu), F11 (System Recovery), F12 (Network Boot), capsule update, and power-on.
Security Configuration
TPM Embedded Security
●
●
●
●
TPM Specification Version
Displays the current TPM version.
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
TPM State
Select to enable the TPM.
ClearTPM
Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned off. To
temporarily suspend TPM operations, turn the TPM off instead of clearing it.
56 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option
Description
IMPORTANT: Clearing the TPM resets it to factory defaults and turns it off. You will lose all created
keys and data protected by those keys.
TPM Activation Policy
●
Select policy as f1 to boot, allow user to reject, or no prompts.
BIOS Sure Start
●
●
Verify Boot Block on every boot. Default is disabled.
BIOS Data Recovery Policy. Default is Automatic.
IMPORTANT: Only select Manual in situations in which forensic analysis is to be performed before
HP Sure Start Recovery. When this policy is set to manual, HP Sure Start does not correct any issues
that are found until the manual recovery key sequence is entered by the local user. This can result in
a system that is unable to boot after inputting the manual recovery key sequence.
●
Sure Start BIOS Settings Protection. This setting requires setting the BIOS Administrator password.
Default is disabled.
●
●
Sure Start Secure Boot Keys Protection. Default is enabled.
Sure Start Security Event Boot Notification. Default is Require Acknowledgment.
HP Secure Platform Management (SPM)
●
●
●
●
HP Sure Run Current State (Inactive/Active)
Deactivate HP Sure Run
SPM Current State (Not provisoned/Provisioned)
Unprovision SPM
Physical Presence Interface. Notifies the user upon system power up when changes are made to system
security policy. The user must agree to the changes to confirm them. Default is enabled.
Smart Cover (Disable/Notify User)
Lets you set an alert is the computer cover is removed.
Utilities
Hard Drive Utilities
●
Save/Restore MBR of System Hard Drive
NOTE: Windows 10 systems are generally not formatted to include an MBR. Instead they use GUID
Partition Table (GPT) format, which better supports large hard drives.
Enabling this feature saves the Master Boot Record (MBR) of the system hard drive. If the MBR is
changed, the user is prompted to restore the MBR. Default is disabled.
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. It also
allows you to recover the "last known good" MBR, should changes to the MBR be detected when the
system is restarted.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS
cannot prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
–
–
–
MBR security is enabled
A backup copy of the MBR has been previously saved
The current bootable disk is the same disk from which the backup copy was saved
Computer Setup (F10) Utilities 57
Table 5-2 Computer Setup—Security (continued)
Option
Description
IMPORTANT: Restoring a previously saved MBR after a disk utility or operating system has
modified the MBR, may cause the data on the disk to become inaccessible. Only restore a previously
saved MBR if you are confident that the current bootable disk's MBR has been corrupted or infected
with a virus.
●
●
Save/Restore GPT of System Hard Drive
Enabling this feature saves the GUID Partition Table (GPT) of the system hard drive. If the GPT is
subsequently changed, the user is prompted to choose whether to restore GPT.
DriveLock
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 remains inaccessible until one of the passwords is successfully
provided during a subsequent cold-boot sequence.
NOTE: This selection appears only when at least one drive that supports the DriveLock feature is
attached to the system.
IMPORTANT: Be aware that these settings take place immediately. You do not have to save.
IMPORTANT: Be sure to document the DriveLock password. If you lose a DriveLock password, the
drive is permanently locked.
After you select a drive, the following options are available:
Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock.
Enable DriveLock. Sets the drive’s user password and enables DriveLock.
Secure Erase
●
●
Lets you select a hard drive to completely erase.
After a hard drive is erased with a program that uses Secure Erase firmware commands, no file
recovery program, partition recovery program, or other data recovery method can extract data from
the drive.
Allow OPAL Hard Drive SID Authentication
Restore Security
This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
Settings to Default
in the Security menu to factory defaults.
Computer Setup—Advanced
NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration.
Table 5-3 Computer Setup—Advanced (for advanced users)
Option
Heading
Display Language
Scheduled Power-On
Boot Options
Lets you select the language of the menus in F10 Setup and the keyboard layout.
This feature wakes the system up from a powered off state at a specified date and time.
Select the devices that the computer can boot from, as well as other options, including:
●
Startup Menu Delay(sec). Enabling this feature adds a user-specified delay to the POST process. One
purpose for the delay is to provide additional time to activate hot keys such as esc for the Startup
Menu or f10 for Computer Setup.
●
Fast Boot. Default is enabled.
58 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
●
●
●
●
CD-ROM Boot. Default is enabled.
USB Storage Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
After Power Loss. Default is Power Off.
■
■
■
Power off—causes the computer to remain powered off when power is restored.
Power on—causes the computer to power on automatically as soon as power is restored.
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If the system is configured to Power On from Keyboard Ports (see Power Management
Options), then this setting is forced to Power On.
●
Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
●
●
●
●
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
NumLock on at boot. Default is disabled.
UEFI Boot Order.
Default is enabled. Specify the order in which UEFI 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.
UEFI boot sources always have precedence over legacy boot sources.
HP Sure Recover
HP Sure Recover
Enable to cause system firmware to honor local and remote requests to install the operating system.
Recover from Network
Enable to cause system firmware to get the recovery agent from the network. Disable to cause firmware
to get the agent from a local drive.
Recover after Boot Failure
If enabled and no bootable UEFI operating system is found, system firmware launches HP Sure Recover.
Secure Boot
Configure Legacy Support and Secure Boot
Configuration
Lets you turn off all legacy support on the computer, including booting to DOS, running legacy graphics
cards, booting to legacy devices, and so on.
Lets you be sure an operating system is legitimate before booting to it, making Windows resistant to
malicious modification from preboot to full OS booting, preventing firmware attacks. UEFI and Windows
Secure Boot only allow code signed by pre-approved digital certificates to run during the firmware and OS
boot process.
●
●
●
Legacy Support Enable and Secure Boot Disable
Legacy Support Disable and Secure Boot Enable
Legacy Support Disable and Secure Boot Disable
Default is Legacy Support Disable and Secure Boot Disable.
Secure Boot Key Management
Lets you manage the custom key settings.
Computer Setup (F10) Utilities 59
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
Import Custom Secure Boot keys
Default is disabled.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys disables secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software components.
Set this option to disable to support Device Guard.
System Options
Configure Storage Controller for RAID
Default is disabled.
SVM CPU Virtualization
Controls the virtualization features of the processor. Default is enabled.
M.2 SSD
Lets you disable the M.2 solid-state drive slot. Default is enabled.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. Default is enabled.
Power Button Override (disable/4 sec/15 sec/30 sec)
Lets you disable or enable and select the number of seconds you have to hold down the power button for
it to force the system to power off. Default is 4 sec.
AMD DASH
Default is enabled.
USB Type-C Connector System Software Interface (UCSI)
Allows the operating system to monitor and report USB Type-C events and status. Default is enabled.
HP Application Driver
Default is enabled.
Built-In Device Options
Embedded LAN Controller
Select to show the device in the operating system. Default is enabled.
Wake On LAN
Lets you either disable the Wake On LAN feature, or configure where the computer boots, including the
network or hard drive. Default is Boot to Network.
Dust Filter
Select to enable the Dust Filter replacement reminder, which can be set for 15, 30, 60, 90, 120, or 180
days. The reminder will show during POST after the reminder timer has expired.
VGA Boot Device
Use this option to manage which graphics device is used as the primary display.
Audio Device
60 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
Select to show the device in the operating system. Default is enabled.
Internal Speakers (does not affect external speakers)
Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in
the operating system and does not affect the error or warning beeps during POST. Default is enabled.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
M.2 USB/Bluetooth
Default is enabled.
LAN/WLAN Auto Switching
Default is disabled.
Wake on WLAN
Default is disabled.
Port Options
Lets you enable or disable connectors and ports. Default for all is enabled.
●
●
●
●
●
SATA Connectors
Front USB Ports
Rear USB Ports
USB Option Port
USB Legacy Port Charging
Enables USB charging port capability when the system is in hibernate or shutdown state.
Rear USB Type-C Downstream Charging
●
●
●
Enables USB charging port capability when the system is in hibernate or shutdown state.
Front USB Type-C Downstream Charging
Enables USB charging port capability when the system is in hibernate or shutdown state.
Media Card Reader/SD+RDR USB
Enables USB charging port capability when the system is in hibernate or shutdown state.
Option ROM Launch
Policy
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is All UEFI.
Configure Option ROM Launch Policy
●
●
●
All legacy
All UEFI
All UEFI except video
Power Management
Options
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.
Extended Idle Power States (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings (enable/disable)
Computer Setup (F10) Utilities 61
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is
removed from the wake up circuitry, the expansion slots, and any management features while in S5.
Default is disabled.
SATA Power Management (enable/disable)
Enables or disables SATA bus and/or device power management. Default is enabled.
PCI Express Power Management (enable/disable)
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
Unique Sleep State Blink Rates (enable/disable)
This feature is designed to provide a visual indication of what sleep state the system is in. Each sleep
state has a unique blink pattern. Default is disabled.
NOTE: A normal shutdown goes to the S4 state.
S0 (On) = Solid white LED.
S3 (Stand By)= 3 blinks at 1 Hz (50% duty cycle) followed by a pause of 2 s (white LED) — repeated cycles
of 3 blinks and a pause.
S4 (Hibernation)= 4 blinks at 1 Hz (50% duty cycle) followed by a pause of 2 s (white LED) — repeated
cycles of 4 blinks and a pause.
S5 (Soft Off) = LED is off.
Power On from Keyboard Ports (enable/disable)
When enabled, this feature allows a key press to power on the system when it is off (S5 state). If using a
USB keyboard, it must be plugged into one of the rear ports labeled with the keyboard icon. Default is
disabled.
Remote Management
Options
Active Management (AMT) (Intel only) (enable/disable). Default is enabled.
Allows you to discover, repair, and protect networked computing devices.
USB Key Provisioning Support (enable/disable) Default is disabled.
USB Redirection Support (enable/disable). Default is enabled.
USB redirection allows USB devices plugged into a client computer to be transparently redirected to the
guest operating system.
Unconfigure AMT on next boot (Do Not Apply/Apply). Default is Do Not Apply.
SOL Terminal Emulation Mode (ANSI / VT100). Default is ANSI.
SOL terminal emulation mode is only activated during remote AMT redirection operations. The emulation
options allow administrators to select which mode works best with their console.
Show Unconfigure ME Confirmation Prompt (enable/disable). Default is enabled.
Verbose Boot Messages (enable/disable). Default is enabled.
Verbose boot shows additional logging information during the boot. mainly for debugging if something
goes wrong during bootup.
Watchdog Timer (enable/disable). Default is enabled.
Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers
are not deactivated. BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during
execution if the alert is sent to the management console. An operating system alert is deactivated by the
operating system image and would indicate that a hang occurred during its initialization.
●
OS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
62 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
●
BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
CIRA Timeout (min.) (1/2/3/4/Never)
CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active
Management Technology (AMT).
Computer Setup—UEFI Drivers
Lets you restart the computer into the 3rd Party Option ROM Management application. You can start this
application directly by pressing F3 during startup.
Recovering the Configuration Settings
This method of recovery requires that you first perform the Save to Removable Media command with the
Computer Setup—File table.)
The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media
device. This file can be edited to change the settings on Restore. An asterisk (*) marks the selected option for
a setting.
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.
To restore the configuration, insert the USB flash media device with the saved configuration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup–Main
on page 53 in the Computer Setup—File table.)
Recovering the Configuration Settings 63
6 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, see the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test
Safety and comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may
result in discomfort or serious injury. See the Safety & Comfort Guide at http://www.hp.com/ergo for more
information on choosing a workspace and creating a safe and comfortable work environment. For more
information, see the Safety & Regulatory Information guide.
Before you call for technical support
If you are having problems with the computer, try the following appropriate solutions to try to isolate the
exact problem before calling for technical support.
●
●
Run the HP diagnostic tool.
Run the hard drive self-test in Computer Setup. See Computer Setup (F10) Utility on page 51 for more
information.
●
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
information.
●
●
If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.
If you are working on a network, plug another computer with a different cable into the network
connection. There might be a problem with the network plug or cable.
●
●
●
If you recently added new hardware, remove the hardware and see if the computer functions properly.
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.”
●
●
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-
solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notification, and worldwide community of peers and HP experts.
64 Chapter 6 Troubleshooting without diagnostics
If it becomes necessary to call for technical assistance, be prepared to do the following to be sure that your
service call is handled properly:
●
●
●
●
●
●
Be in front of your computer when you call.
Write down the computer serial number, product ID number, and monitor serial number before calling.
Spend time troubleshooting the problem with the service technician.
Remove any hardware that was recently added to your system.
Remove any software that was recently installed.
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
IMPORTANT: Restoring the system will erase all data on the hard drive. Be sure to back up all data files
before running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider
or dealer.
Helpful hints
If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:
●
●
Check that the computer and monitor are plugged into a working electrical outlet.
Check that the voltage select switch (some models) is set to the appropriate voltage for your region (115
V or 230 V).
●
●
●
Check that the computer is turned on and the white power light is on.
Check that the monitor is turned on and the green monitor light is on.
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
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.
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least 4 s then press the power button again to restart the computer. If the system will not shut down,
unplug the power cord, wait a few seconds, and then plug it in again. The computer will restart if it is set
to power on automatically as soon as power is restored in Computer Setup. If it does not restart, press
the power button to start the computer.
●
●
●
Reconfigure the computer after installing a non-plug and play expansion board or other option. See
Solving hardware installation problems on page 82 for instructions.
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful hints 65
●
●
If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors
are disabled and if the monitor is connected into these ports, the monitor will not function. You can
select which source will be the default VGA source in Computer Setup.
IMPORTANT: When the computer is plugged into an AC power source, there is always voltage 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.
Solving general problems
You might 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. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause
Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briefly when booting the
computer.
Before turning on the computer, press and hold F10. Turn on the
computer and continue to hold F10 until the Computer Setup
(F10) Utility is displayed.
- or –
Follow the Windows instructions for rebooting the computer into
the Computer Setup (F10) Utility.
Computer appears locked up and will not turn off when the power button is pressed.
Cause
Solution
Software control of the power switch is not functional.
1. Press and hold the power button for at least 4 s until the
computer turns off.
2. Disconnect the power cord from the electrical outlet.
Computer will not respond to keyboard or mouse.
Cause
Solution
Computer is in Sleep state.
To resume from Sleep state, press the power button.
IMPORTANT: When attempting to resume from Sleep state, do
not hold down the power button for more than 4 s. Otherwise, the
computer will shut down and you will lose any unsaved data.
System has locked up.
Restart computer.
66 Chapter 6 Troubleshooting without diagnostics
Computer date and time display is incorrect.
Cause
Solution
RTC (real-time clock) battery may need to be replaced.
Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
or contact an authorized dealer or reseller for RTC battery
replacement.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
To access Control Panel in Windows 10, type control panelin
the taskbar search box, and then select Control Panel.
There is no sound or sound volume is too low.
Cause
Solution
System volume might be set low or muted.
1. Check the Computer Setup settings to be sure the internal
system speaker is not muted (this setting does not affect
the external speakers).
2. Be sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to be sure the speakers are not muted or to increase
the volume.
Cannot remove computer cover or access panel.
Cause
Solution
Smart Cover Lock, featured on some computers, is locked.
Unlock the Smart Cover Lock using Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause
Solution
Processor is too hot.
1. Be sure airflow to the computer is not blocked. Leave a 10.2
cm (4 inch) clearance on all vented sides of the computer
and above the monitor to permit the required airflow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Hard drive is full.
Transfer data from the hard drive to create more space on the
hard drive.
Low on memory.
Add more memory.
Hard drive fragmented.
Defragment hard drive.
Solving general problems 67
Poor performance.
Cause
Solution
Program previously accessed did not release reserved memory
back to the system.
Restart the computer.
Virus resident on the hard drive.
Too many applications running.
Run virus protection program.
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. To prevent these applications from launching at
startup:
In Windows 10:
a. Type msconfigin the taskbar search box, and then
select msconfig.
b. On the Startup tab of the System Configuration Utility,
click Open Task Manager.
c.
Select applications that you do not want to launch
automatically, and the click Disable.
Some software applications, especially games, are stressful on
the graphics subsystem.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown.
Restart the computer.
Computer powered off automatically and the Power LED flashes red four times and then white two times.
Cause
Solution
Processor thermal protection activated:
A fan might be blocked or not turning.
OR
1. Make sure 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. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
The heat sink is not properly attached to the processor.
3. If fan a plugged in and not spinning, replace it.
System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
System unable to power on.
Press and hold the power button for less than 4 s. If the hard drive
LED turns white, then:
1. If the product is equipped with a voltage selector, check that
the voltage selector (located on the rear of the power
68 Chapter 6 Troubleshooting without diagnostics
System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
supply) is set to the appropriate voltage. Proper voltage
setting depends on your region.
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 s. If the hard drive
LED does not turn on white then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is off, then replace
the power supply.
6. Replace the system board.
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 (115 V or 230 V).
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.
Computer powered off automatically and the Power LED flashes red two times, once every second, followed by a 2 s pause, and
the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Processor thermal protection activated:
A fan might be blocked or not turning.
OR
1. Make sure 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. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
The heat sink is not properly attached to the processor.
3. If fan a plugged in and not spinning, replace it.
Solving power problems 69
Power LED flashes Red four times, once every second, followed by a 2 s pause, and the computer beeps four times. (Beeps stop
after fifth iteration but LEDs continue flashing.)
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. Open the access panel and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing all
attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power off and replace one device at a time and
repeat this procedure until failure occurs. Replace the device
that is causing the failure. Continue adding devices one at a
time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
Solving hard drive problems
Hard drive error occurs.
Cause
Solution
Hard disk has bad sectors or has failed.
1. In Windows 10, type filein the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking, click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause
Solution
Either the directory structure is bad or there is a problem with a
file.
In Windows 10, type filein the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking, click Check.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly
installed device.
problems on page 82 section. If the system still does not
recognize the new device, check to see if the device is listed within
70 Chapter 6 Troubleshooting without diagnostics
Drive not found (identified).
Cause
Solution
Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Boot Options.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced >
Boot Options.
Nonsystem disk/NTLDR missing message.
Cause
Solution
The system is trying to start from the hard drive but the hard
drive may have been damaged.
▲
Perform Drive Protection System (DPS) testing in system
ROM.
System files missing or not properly installed.
1. Insert bootable media and restart the computer.
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system files for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup.
Run the Computer Setup utility and enable the hard drive entry in
the Advanced > Boot Options list.
Bootable hard drive is not attached as first in a multiple hard drive If attempting to boot from a hard drive, ensure it is attached to
configuration.
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 Advanced > Boot
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.
Computer will not boot from hard drive.
Cause
Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.
Boot order is not correct.
Hard drive is damaged.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Observe if the front panel Power LED is blinking RED and if any
determine possible causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Solving hard drive problems 71
Computer seems to be locked up.
Cause
Solution
Program in use has stopped responding to commands.
1. Use the task manager to close programs that do not
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn off the power. To restart the computer, press the power
button again.
Solving media card reader problems
Media card will not work in a digital camera after formatting it in Windows.
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.
A write-protected or locked error occurs when attempting to write to the media card.
Cause
Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Can not write to the media card.
Cause
Solution
The media card is a read-only memory (ROM) card.
Check the manufacturer’s documentation included with your card
to see if it writable. See the previous section for a list of
compatible cards.
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Unable to access data on the media card after inserting it into a slot.
Cause
Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Make sure that the card is inserted properly with the gold contact
on the correct side. The green LED will light if inserted properly.
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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 10, type filein the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on the corresponding drive
icon, and then select Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is flashing.
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause
Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the first time.
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause
Solution
The inserted media card has boot capability.
1. If you do not want to boot from the media card, remove it
during boot or do not select the option to boot from the
inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify the
boot menu.
3. Change the boot sequence in F10 Computer Setup.
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Blank screen (no video).
Cause
Solution
If you have a system with an option card with display connectivity, 1. Reseat the option card.
the option card may not be seated correctly.
2. Power on the system and retest.
3. If the issue persists, replace the option card only.
4. Power on the system and retest.
5. If after reseating and replacing the option card the issue
persists, the system board connector to the option card
might be damaged. Replace the system board.
Monitor is not turned on and the monitor light is not on.
Bad monitor.
Turn on the monitor and check that the monitor light is on.
Try a different monitor.
Solving display problems 73
Blank screen (no video).
Cause
Solution
The cable connections are not correct.
Check the cable connection from the monitor to the computer and
to the electrical outlet.
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).
You are using a fixed-sync monitor and it will not sync at the
resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
Computer is in Sleep state.
Press the power button to resume from Sleep state.
IMPORTANT: When attempting to resume from Sleep state, do
not hold down the power button for more than 4 s. Otherwise, the
computer will shut down and you will lose any unsaved data.
Monitor cable is plugged into the wrong connector.
Systems may have a monitor connection on both the
motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the computer
Monitor settings in the computer are not compatible with the
monitor.
1. In Control Panel, select Category from the View by list, and
then under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 10, type control
panelin the taskbar search box, and then select Control
Panel from the list of applications.
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is configured to use an input that is not active.
Use the monitor's on-screen menu controls to select the input
that is being driven by the system. See the monitor's user
documentation for more information on the on-screen controls
and settings.
Blank screen and the power LED flashes Red five times, once every second, followed by a 2 s pause, and the computer beeps five
times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video memory error.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Blank screen and the power LED flashes Red six times, once every second, followed by a 2 s 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).
74 Chapter 6 Troubleshooting without diagnostics
Blank screen and the power LED flashes Red six times, once every second, followed by a 2 s pause, and the computer beeps six
times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a 2 s pause, and the computer beeps
seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
System board failure (ROM detected failure before video).
Replace the system board.
Monitor does not function properly when used with energy saver features.
Cause
Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Disable monitor energy saver feature.
Dim characters.
Cause
Solution
The brightness and contrast controls are not set properly.
Cables are not properly connected.
Adjust the monitor brightness and contrast controls.
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.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution.
Graphics card is bad.
Change requested resolution.
Replace the graphics card.
The picture is broken up, rolls, jitters, or flashes.
Cause
Solution
The monitor connections might be incomplete or the monitor
might 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.
Solving display problems 75
The picture is broken up, rolls, jitters, or flashes.
Cause
Solution
3. Fluorescent lights or fans might be too close to the monitor.
Monitor needs to be degaussed.
Degauss the monitor. See the documentation that came with the
monitor for instructions.
Image is not centered.
Cause
Solution
Position may need adjustment.
Press the monitor's Menu button to access the OSD menu. Select
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
“No Connection, Check Signal Cable” displays on screen.
Cause
Solution
Monitor video cable is disconnected.
Connect the video cable between the monitor and computer.
IMPORTANT: Make sure that the computer power is off while
connecting the video cable.
“Out of Range” is displayed 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, and then restart the computer so that the
new settings take effect.
To enter Safe Mode in Windows 10:
1. Log in to the computer using an Administrator account.
2. Type msconfigin the taskbar search box, and then select
msconfig from the list of applications.
3. Click the Boot tab, select Safe boot and then click OK.
High-pitched noise coming from inside a flat panel monitor.
Cause
Solution
Brightness settings, contrast settings, or both are too high.
Lower brightness settings, contrast settings, or both.
76 Chapter 6 Troubleshooting without diagnostics
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 might 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. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
with the synchronization, go to the following website, select
the appropriate monitor, and download either SP32347 or
SP32202: http://www.hp.com/support
Graphics card is not seated properly or is bad (some models).
1. Reseat the graphics card.
2. Replace the graphics card.
Certain typed symbols do not appear correct.
Cause
Solution
The font that you are using does not support that particular
symbol.
Use the Character Map to locate and select the appropriate
symbol. You can copy the symbol from the Character Map into a
document.
In Windows 10, type chin the taskbar search box, and then select
Character Map from the list of applications.
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.
Headset microphone connected to the front is not working or is very quiet.
Cause
Solution
The front Headset connector supports CTIA (Cellular Telephone
Make sure that a CTIA style headset is being used or use an OMTP
Industries Association) style headsets and not OMTP (Open Mobile style headset with a commercially available adapter that converts
Terminal Platform) style headsets. These differ by the
an OMTP headset to the CTIA pinout.
microphone connections.
Sound cuts in and out.
Cause
Solution
Other open applications are using processor resources.
Shut down all open processor-intensive applications.
Solving audio problems 77
Sound does not come out of the speaker or headphones.
Cause
Solution
Software volume control is turned down or muted.
Double-click the Speaker icon on the taskbar, make sure that
Mute is not selected, and use the volume slider to adjust the
volume.
Audio is hidden in Computer Setup.
Enable the audio in Computer Setup: Advanced > Built-in Device
Options.
The external speakers are not turned on.
Turn on the external speakers.
The audio device might be connected to the wrong jack.
Make sure the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently See the sound card documentation for proper speaker connection.
installed sound card. The rear audio jack output is the green receptacle.
Headphones or devices connected to the line-out connector mute Turn on and use headphones or external speakers, if connected,
the internal speaker.
or disconnect headphones or external speakers.
Computer is in Sleep state.
Press the power button to resume from Sleep state.
IMPORTANT: When attempting to resume from Sleep state, do
not hold down the power button for more than 4 s. Otherwise, the
computer will shut down and you will lose any unsaved data.
Internal speaker is disabled in Computer Setup.
Enable the internal speaker in Computer Setup. Select Advanced >
Built-in Device Options.
The application is set to use a different audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices might be
listed in Device Manager. Make sure the correct device is being
used.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used.
Make sure the application has selected the correct audio device.
Set the operating system to use the correct audio device.
The operating system controls might be set to use a different
audio device as the default output device than what is expected.
Sound from headphones is not clear or muffled.
Cause
Solution
Headphones are plugged into the rear audio output connector.
Plug the headphones into the headphone connector on the front
The rear audio output connector is for powered audio devices and of the computer.
is not designed for headphone use.
Computer appears to be locked up while recording audio.
Cause
Solution
The hard disk might be full.
Before recording, make sure there is enough free space on the
hard disk. You can also try recording the audio file in a
compressed format.
78 Chapter 6 Troubleshooting without diagnostics
Line-in jack is not functioning properly.
Cause
Solution
Jack has been reconfigured in the audio driver or application
In the audio driver or application software, reconfigure the jack or
software.
set the jack to its default value.
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 might be
listed in Device Manager. Make sure the correct device is being
used.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used.
Make sure the application has selected the correct audio device.
Set the operating system to use the correct audio device.
The operating system controls might be set to use a different
audio device as the default output device than what is expected.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause
Solution
Printer is not turned on and online.
Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed.
1. Install the correct printer driver for the application.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port]is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
If you are on a network, you may not have made the connection
to the printer.
Make the proper network connections to the printer.
Printer may have failed.
Run printer self-test.
Printer will not turn on.
Cause
Solution
The cables may not be connected properly.
Reconnect all cables and check the power cord and electrical
outlet.
Solving printer problems 79
Printer prints garbled information.
Cause
Solution
The correct printer driver for the application is not installed.
The cables may not be connected properly.
Printer memory might be overloaded.
Install the correct printer driver for the application.
Reconnect all cables.
Reset the printer by turning it off for one minute, and then turn it
back on.
Printer will not print.
Cause
Solution
The printer might be out of paper.
Check the paper tray and refill it if it is empty.
80 Chapter 6 Troubleshooting without diagnostics
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause
Solution
If your computer is equipped with USB 3.0 ports, connected USB
Connect the wireless keyboard USB receiver to a USB 2.0 port that
3.0 devices can interfere with the wireless keyboard USB receiver. is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
Keyboard commands and typing are not recognized by the computer.
Cause
Solution
Keyboard connector is not properly connected.
Shut down the computer, reconnect the keyboard to the back of
the computer, and then restart the computer.
Program in use has stopped responding to commands.
Shut down your computer using the mouse and then restart the
computer.
Keyboard needs repairs.
Computer is in Sleep state.
See the Worldwide Limited Warranty for terms and conditions.
Press the power button to resume from Sleep state.
IMPORTANT: When attempting to resume from Sleep date, do
not hold down the power button for more than 4 s. Otherwise, the
computer will shut down and you will lose any unsaved data.
Mouse 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 10:
1. Press the ctrl and esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press enter.
3. Use the arrow keys to select Shut Down, and then press
enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Program in use has stopped responding to commands.
Mouse may need cleaning.
Shut down the computer using the keyboard then restart the
computer.
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.
Press the power button to resume from Sleep state.
Computer is in Sleep state.
Solving keyboard and mouse problems 81
Mouse does not respond to movement or is too slow.
Cause
Solution
IMPORTANT: When attempting to resume from Sleep state, do
not hold down the power button for more than 4 s. Otherwise, the
computer will shut down and you will lose any unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause
Solution
Mouse roller ball or the rotating encoder shafts that make contact Remove roller ball cover from the bottom of the mouse and clean
with the ball are dirty.
the internal components with a mouse cleaning kit available from
most computer stores.
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.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
A new device is not recognized as part of the system.
Cause
Solution
Device is not seated or connected properly.
Make sure the device is properly and securely connected and that
pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Make sure all cables are properly and securely connected and that
pins in the cable or connector are not bent down.
Power switch of new external device is not turned on.
Turn off the computer, turn on the external device, and then turn
on the computer to integrate the device with the computer
system.
When the system advised you of changes to the configuration,
you did not accept them.
Reboot the computer and follow the instructions for accepting the
changes.
A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic configuration that does not
cause a resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and make sure that Device
available is selected for appropriate USB ports under Advanced >
Port Options.
82 Chapter 6 Troubleshooting without diagnostics
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. Beeps and flashing LEDs are codes for specific
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
Power LED flashes Red three times and then white two times.
Cause
Solution
Memory is installed incorrectly or is bad.
IMPORTANT: To avoid damage to the DIMMs or the system
board, you must unplug the computer power cord before
attempting to reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving network problems
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
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 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Incorrect network driver.
Check the network controller documentation for the correct driver
or obtain the latest driver from the manufacturer’s website.
Solving network problems 83
Network status link light never flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause
Solution
No active network is detected.
Network controller is not set up properly.
Check cabling and network equipment for proper connection.
Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
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 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Network driver is not properly loaded.
System cannot autosense the network.
Reinstall network drivers.
Disable auto-sensing capabilities and force the system into the
correct operating mode.
Diagnostics reports a failure.
Cause
Solution
The cable is not securely connected.
Make sure 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.
Make sure 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.
Make sure that the cable and device at the other end are
operating correctly.
The network controller is defective.
Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause
Solution
Network drivers are not loaded, or driver parameters do not
Make sure that the network drivers are loaded and that the driver
match current configuration.
parameters match the configuration of the network controller.
Make sure that the correct network client and protocol is installed.
The network controller is not configured for this computer.
Select the Network and Sharing Center icon in the Control Panel
and configure the network controller.
To access Control Panel in Windows 10, type control panelin
the taskbar search box, and then select Control Panel from the
list of applications.
84 Chapter 6 Troubleshooting without diagnostics
Network controller stopped working when an expansion board was added to the computer.
Cause
Solution
The network controller requires drivers.
Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause
Solution
The cable is not securely connected.
Make sure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective.
Contact an authorized service provider.
New network card will not boot.
Cause
Solution
New network card might be defective or may not meet industry-
standard specifications.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause
Solution
The network controller is not configured properly.
Verify Network Connectivity, that a DHCP Server is present, and
that the Remote System Installation Server contains the NIC
drivers for your NIC.
System setup utility reports unprogrammed EEPROM.
Cause
Solution
Unprogrammed EEPROM.
Contact an authorized service provider.
Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
IMPORTANT: Power may still be supplied to the DIMMs when the computer is turned off (depending on the
Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the
computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
Solving memory problems 85
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled. The
ME uses 8 MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
System will not boot or does not function properly after installing additional memory modules.
Cause
Solution
A memory module is not installed in the DIMM1 or XMM1 socket.
Make sure that a memory module is installed in the DIMM1 or
XMM1 socket on the system board. This socket must be populated
with a memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
Out of memory error.
Cause
Solution
You have run out of memory to run the application.
Check the application documentation to determine the memory
requirements.
Memory count during POST is wrong.
Cause
Solution
The memory modules may not be installed correctly.
Check that the memory modules have been installed correctly and
that proper modules are used.
Integrated graphics may use system memory.
No action required.
Insufficient memory error during operation.
Cause
Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
Delete any TSRs that you do not need.
You have run out of memory for the application.
Check the memory requirements for the application or add more
memory to the computer.
Power LED flashes red five times, once every second, followed by a 2 s pause, and the computer beeps five times. (Beeps stop
after fifth iteration but LEDs continue flashing.)
Cause
Solution
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.
86 Chapter 6 Troubleshooting without diagnostics
System memory is performing at a speed lower than DIMM specification.
Cause
Solution
If the system is populated with two DIMMs, it runs at the
maximum speed of the DIMMs as allowed by the system
hardware. However, if a single DIMM is added to a dual-memory
configuration, DIMM speed may be reduced to the minimum
When the system is configured with two DIMMs in dual-channel
mode, it might operate at a higher speed. Adding a single
additional DIMM changes the mode and can reduce memory
speed. To run at a higher memory speed, make sure to add a total
system memory speed configuration, even if the additional DIMM of two DIMMs to cause the system to operate in a higher-
is specified to run at the higher speed..
performing dual-channel mode.
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 Advanced > Port Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options.
Network Boot is enabled in Computer Setup.
Run the Computer Setup utility and disable Network Boot in
Advanced > Boot Options.
Non-bootable CD in drive.
Boot order not correct.
Try a bootable CD in the drive.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly
installed device.
problems on page 82 section. If the system still does not
recognize the new device, check to see if the device is listed within
Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
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 Advanced > Port Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced >
Power-On Options.
Solving CD-ROM and DVD problems 87
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause
Solution
Drive is not connected properly or not properly configured.
See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause
Solution
Movie might be regionalized for a different country.
Decoder software is not installed.
Damaged media.
See the documentation that came with the DVD drive.
Install decoder software.
Replace media.
Movie rating locked out by parental lock.
Media installed upside down.
Use DVD software to remove parental lock.
Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause
Solution
Disc not properly seated in the drive.
Turn off the computer and insert a thin metal rod into the
emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, and then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause
Solution
Media is corrupt.
Try different media to confirm whether media is valid.
Reinsert the media with the label facing up.
Media has been inserted upside down.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
Wait at least 30 s to let the DVD-ROM drive determine the type of
media being played. If the disc still does not start, read the other
solutions listed for this topic.
CD or DVD disc is dirty.
Clean CD or DVD with a CD cleaning kit, available from most
computer stores.
Windows does not detect the CD-ROM or DVD-ROM drive.
1. Use Device Manager to remove or uninstall the device.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
2. Restart the computer and let Windows detect the CD or DVD
driver.
88 Chapter 6 Troubleshooting without diagnostics
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.
Cause
Solution
The drive letter after the last physical drive is not available.
Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause
Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
The device was not properly seated before power-up.
Ensure the device is fully inserted into the USB port before
applying power to the system
System will not boot from USB flash drive.
Cause
Solution
Boot order is not correct.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options. Ensure USB is enabled in
Storage > Boot Order.
The computer boots to DOS after making a bootable flash drive.
Cause
Solution
Flash drive is bootable.
Flash drive is defective.
Install the flash drive only after the operating system boots.
Try a different flash drive.
Solving USB flash drive problems 89
Solving front panel component problems
If you encounter problems with devices connected to the front panel, see the common causes and solutions
listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause
Solution
Device is not properly connected.
1. Turn off the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power.
If the USB device requires AC power, be sure one end is connected
to the device and one end is connected to a live outlet.
The correct device driver is not installed.
1. Install the correct driver for the device.
2. You might need to reboot the computer.
The cable from the device to the computer does not work.
The device is not working.
1. If possible, replace the cable.
2. Restart the computer.
1. Replace the device.
2. Restart the computer.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and make sure that the USB ports
are set to Enabled in Security > USB Security.
Solving Internet access problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or see the common
causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause
Solution
Internet Service Provider (ISP) account is not set up properly.
Web browser is not set up properly.
Verify Internet settings or contact your ISP for assistance.
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.
(If the cable/DSL service is connected, the cable LED light on the
front of the cable/DSL modem will be on.)
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.
Windows 10:
Cookies are corrupted. (A cookie is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specific
information that the Web server can later retrieve.)
1. Type control panelin the taskbar search box, and then
select Control Panel from the list of applications.
90 Chapter 6 Troubleshooting without diagnostics
Unable to connect to the Internet.
Cause
Solution
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click the
Delete button.
Cannot automatically launch Internet programs.
Cause
Solution
You must log on to your ISP before some programs will start.
Log on to your ISP and launch a program.
Solving software problems
Most software problems occur as a result of the following issues:
●
●
●
●
●
The application was not installed or configured correctly.
There is insufficient memory available to run the application.
There is a conflict between applications.
All the necessary device drivers might not have been installed.
If you have installed an operating system other than the factory-installed operating system, it might not
be supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not appear.
Cause
Solution
ROM issue - POST error has occurred.
Observe the beeps and LED lights on the front of the computer.
causes.
See the Worldwide Limited Warranty for terms and conditions.
“Illegal Operation has Occurred” error message is displayed.
Cause
Solution
Software being used is not Microsoft-certified for your version of
Verify that the software is certified by Microsoft for your version
Windows.
of Windows (see program packaging for this information).
Configuration files are corrupt.
If possible, save all data, close all programs, and restart the
computer.
Solving software problems 91
7 POST error messages
This chapter lists the error codes, error messages, and the various indicator light and audible sequences that
you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the
problem, and steps you can take to resolve the error condition.
POST Message Disabled suppresses most system messages during POST, such as memory count and non-
error text messages. If a POST error occurs, the screen will display the error message. To manually switch to
the POST Messages Enabled mode during POST, press any key (except F10, F11, or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the
schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.
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 or expansion board option ROM
checksum.
1. Verify the correct ROM.
2. Flash the ROM if needed.
3. If an expansion board was recently added,
remove it to see if the problem remains.
5. If the message disappears, there may be a
problem with the expansion card.
6. Replace the system board.
103-System Board Failure
162-System Options Not Set
DMA or timers.
2. Replace the system board.
Configuration incorrect.
Run Computer Setup and check the
configuration in Advanced > Onboard Devices.
RTC (real-time clock) battery may need to
be replaced.
Reset the date and time under Control Panel. If
the problem persists, replace the RTC battery.
See the Removal and Replacement section for
instructions on installing a new battery, or
92 Chapter 7 POST error messages
Control panel message
Description
Recommended action
contact an authorized dealer or reseller for RTC
battery replacement.
163-Time & Date Not Set
Invalid time or date in configuration memory.
Reset the date and time under Control Panel
(Computer Setup can also be used). If the
problem persists, replace the RTC battery. See
the Removal and Replacement section for
instructions on installing a new battery, or
contact an authorized dealer or reseller for RTC
battery replacement.
RTC (real-time clock) battery may need to
be replaced.
163-Time & Date Not Set
164-MemorySize Error
164-MemorySize Error
CMOS jumper may not be properly installed.
Check for proper placement of the CMOS jumper
if applicable.
Memory amount has changed since the last
boot (memory added or removed).
Press the F1 key to save the memory changes.
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.
201-Memory Error
RAM failure.
1. Ensure memory modules are correctly
installed.
2. Verify proper memory module type.
3. Remove and replace the identified faulty
memory module(s).
4. If the error persists after replacing
memory modules, replace the system
board.
213-Incompatible Memory Module in Memory
Socket(s) X, X, ...
A memory module in memory socket identified 1. Verify proper memory module type.
in the error message is missing critical SPD
2. Try another memory socket.
information, or is incompatible with the chipset.
3. Replace DIMM with a module conforming
to the SPD standard.
214-DIMM Configuration Warning
Populated DIMM Configuration is not optimized. Rearrange the DIMMs so that each channel has
the same amount of memory.
219-ECC Memory Module Detected ECC Modules Recently added memory module(s) support ECC 1. If additional memory was recently added,
not supported on this Platform
memory error correction.
remove it to see if the problem remains.
2. Check product documentation for
memory support information.
301-Keyboard Error
Keyboard failure.
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.
303-Keyboard Controller Error
I/O board keyboard controller.
1. Reconnect keyboard with computer
turned off.
POST numeric codes and text messages 93
Control panel message
Description
Recommended action
2. Replace the system board.
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.
501-Display Adapter Failure
Graphics display controller.
2. Verify monitor is attached and turned on.
510-Flash Screen Image Corrupted
Flash Screen image has errors.
Reflash the system ROM with the latest BIOS
image.
512-Chassis, Rear Chassis, or Front Chassis Fan Fan is not connected or may have
1. Reseat fan.
not Detected
malfunctioned.
2. Reseat fan cable.
3. Replace fan.
514-CPU or Chassis Fan not Detected
Fan is not connected or may have
malfunctioned.
1. Reseat fan.
2. Reseat fan cable.
3. Replace fan.
660-Display cache is detected unreliable
Integrated graphics controller display cache is
not working properly and will be disabled.
Replace system board if minimal graphics
degrading is an issue.
1720-SMART Hard Drive Detects Imminent
Failure
Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix an
erroneous error message.)
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive firmware patch
if applicable. (Available at
3. Back up contents and replace hard drive.
2212-USB Key Provisioning failure writing to
device
USB device used for USB key provisioning will
not allow BIOS to update provision file properly.
1. Try a different USB key device for
provisioning.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2217-ME Firmware Version request failure
2218-ME Firmware Version should be updated
ME firmware is not properly responding to BIOS 1. Reboot the computer.
query for version information.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
ME firmware must be updated to match current 1. Update to the latest ME firmware version.
functionality contained in the system BIOS.
2. If the error persists and system BIOS has
been recently updated, restore previous
system BIOS version.
94 Chapter 7 POST error messages
Control panel message
Description
Recommended action
3. If the error still persists, replace the
system board.
2219-USB Key Provisioning file has invalid
header identifier
Provisioning file contained on the USB key has
been corrupted or is not a valid version for the
current ME firmware.
1. Recreate the provisioning file using third
party management console software.
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.
2220-USB Key Provisioning file has mismatch
Provisioning file contained on the USB key is not 1. Reboot the computer.
version
a valid version for the current ME firmware.
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.
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.
Parity Check 2
Parity RAM failure.
Run Computer Setup and Diagnostic utilities.
POST numeric codes and text messages 95
Interpreting POST diagnostic front panel lights and
audible codes
This section covers the front panel light codes as well as the audible codes that may occur before or during
POST that do not necessarily have an error code or text message associated with them.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the AC outlet and allow the internal system components to cool before touching.
NOTE: If you see flashing lights on a PS/2 keyboard, look for flashing lights on the front panel of the
computer and see the following table to determine the front panel light codes.
Recommended actions in the following table are listed in the order in which they should be performed.
Not all diagnostic lights and audible codes are available on all models.
Table 7-1 Interpreting POST diagnostic front panel lights and audible codes
Activity
Beeps
None
None
Possible cause
Recommended action
White power light On.
Computer on.
None
White power light flashes every
two seconds.
Computer in Suspend to
RAM mode (some models
only) or normal Suspend
mode.
None required. Press any key or move the mouse to
wake the computer.
Red power light flashes two
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
2
Processor thermal
protection activated:
1. Ensure that the computer air vents are not
blocked and the cooling fan is running.
A fan may be blocked or not 2. Open hood, press power button, and see if the
turning.
fan spins. If the processor fan is not spinning,
make sure the fan's cable is plugged onto the
system board header.
OR
The heat sink/fan assembly
is not properly attached to
the processor.
3. If fan is plugged in, but is not spinning, then
replace fan.
4. Contact an authorized reseller or service
provider.
Red power light flashes four
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
4
Power failure (power
supply is overloaded).
1. Check if a device is causing the problem by
removing all attached devices. Power on the
system. If the system enters the POST, then
power off and replace one device at a time and
repeat this procedure until failure occurs.
Replace the device that is causing the failure.
Continue adding devices one at a time to ensure
all devices are functioning properly.
2. Replace the power supply.
3. Replace the system board.
Red power light flashes five
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
5
Pre-video memory error.
CAUTION: To avoid damage to the DIMMs or the
system board, you must unplug the computer power
cord before attempting to reseat, install, or remove a
DIMM module.
1. Reseat DIMMs.
2. Replace DIMMs one at a time to isolate the
faulty module.
3. Replace third-party memory with HP memory.
96 Chapter 7 POST error messages
Table 7-1 Interpreting POST diagnostic front panel lights and audible codes (continued)
Activity
Beeps
Possible cause
Recommended action
4. Replace the system board.
Replace the system board.
Red power light flashes six
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
6
Pre-video graphics error.
Red power light flashes seven
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
7
System board failure (ROM
detected failure before
video).
Replace the system board.
Red power light flashes eight
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
8
Invalid ROM based on bad
checksum.
1. Reflash the system ROM with the latest BIOS
image.
2. Replace the system board.
Red power light flashes nine
times, once every second,
followed by a two second pause.
Beeps stop after fifth iteration
but lights continue until problem
is solved.
9
System powers on but is
unable to boot.
1. Unplug the AC power cord from the computer,
wait 30 seconds, and then plug the power cord
back in to the computer.
2. Replace the system board.
System does not power on and
lights are not flashing.
None
System unable to power on. Press and hold the power button for less than 4
seconds. If the hard drive light turns white, the power
button is working correctly.
▲
Replace the system board.
OR
Press and hold the power button for less than 4
seconds. If the hard drive light does not turn on white
then:
1. Check that the unit is plugged into a working AC
outlet.
2. Replace the power supply.
Interpreting POST diagnostic front panel lights and audible codes 97
8 Password security and resetting CMOS
This computer supports security password features, which can be established through the Computer Setup
Utilities menu.
This computer supports two security password features that are established through the Computer Setup
Utilities menu: administrator password and power-on password. When you establish only an administrator
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and any
other information on the computer. When you establish both passwords, only the administrator password will
give you access to Computer Setup.
When both passwords are set, the administrator password can also be used in place of the power-on
password as an override to log in to the computer. This feature is useful for a network administrator.
If you forget one or both passwords, you can clear all passwords by turning off the system, opening the cover,
temporarily removing the PSWD jumper, and booting once. This action erases the administrator and power-
on passwords. You must restore the jumper to create new passwords.
IMPORTANT: Pushing the CMOS button with power removed resets the BIOS settings to factory defaults. It
can be useful to back up the BIOS settings or save them as custom defaults before resetting them in case they
are needed later. Back up can be performed in Computer Setup or using the BiosConfigUtility tool available
settings.
Resetting the password jumper
IMPORTANT: If you enable the stringent security feature in Computer Setup and you forget the setup
password or the power-on password, the computer is inaccessible and can no longer be used.
Enabling the stringent password disables the ability to reset the password by moving the jumper on the
system board.
If you lose or forget the password, the system board must be replaced. This scenario is not covered under
warranty.
To prevent the computer from becoming permanently unusable, record your configured setup password or
power-on password in a safe place away from your computer. Without these passwords, the computer cannot
be unlocked.
To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete
the following steps:
98 Chapter 8 Password security and resetting CMOS
1. Shut down the operating system properly, and then turn off the computer and any external devices, and
disconnect the power cord from the power outlet.
2. With the power cord disconnected, press the power button again to drain the system of any residual
power.
WARNING! To reduce the risk of personal injury from electrical shock, hot surfaces, or both, be sure to
disconnect the power cord from the AC outlet, and allow the internal system components to cool before
touching.
IMPORTANT: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned off. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
4. Locate the header and jumper.
NOTE: The password jumper is either green or blue so that it can be easily identified. For assistance
locating the password jumper and other system board components, see the system board components
5. Remove the jumper from pins 1 and 2.
6. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
7. Replace the access panel and reconnect the external equipment.
8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current
passwords and disables the password features.
9. Shut down the computer, unplug the power, and disconnect the external equipment.
10. Remove the access panel.
11. Place the jumper on pins 1 and 2.
12. Replace the access panel.
13. Reconnect the external equipment and plug in the computer.
Changing a setup or power-on password
To change the power-on or setup password, complete the following steps:
1. Turn on or restart the computer.
To change the setup password, go to step 2.
To change the power-on password, go to step 3.
2. To change the setup password, as soon as the computer turns on:
- Press the esc key while “Press the ESC key for Startup Menu” message is displayed.
- Press the f10 key to enter Computer Setup.
Changing a setup or power-on password 99
3. When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your
new password, another slash (/) or alternate delimiter character, and your new password again as
shown:
current password/new password/new password
NOTE: Type the new password carefully since the characters do not appear on the screen.
4. Press enter.
The new password will take effect the next time the computer is restarted.
Deleting a setup or power-on password
To delete the power-on or setup password, complete the following steps:
1. Turn on or restart the computer.
To delete the setup password, go to step 2.
To delete the power-on password, go to step 3.
2. To delete the setup password, as soon as the computer turns on:
- Press the esc key while “Press the ESC key for Startup Menu” message is displayed.
- Press the f10 key to enter Computer Setup.
3. When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your
new password, another slash (/) or alternate delimiter character, and your new password again as
shown:
current password/
4. Press enter.
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.
1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
CAUTION: To reduce the risk of personal injury from electrical shock, hot surfaces, or both, be sure to
disconnect the power cord from the AC outlet, and allow the internal system components to cool before
touching.
IMPORTANT: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned off. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
100 Chapter 8 Password security and resetting CMOS
IMPORTANT: Pushing the CMOS button resets CMOS values to factory defaults. Back up the computer
CMOS settings before resetting them in case you need them. Back up is easily done through Computer
4. Locate, press, and hold the CMOS button in for 5 seconds.
NOTE: Make sure you have disconnected the AC power cord from the AC outlet. 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 system
5. Replace the access panel.
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
configuration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
Clearing and resetting the CMOS 101
9 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows (select products
only)
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Select HP PC Hardware Diagnostics Windows.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type supportin the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and fixes.
c. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-
screen instructions.
NOTE: To stop a diagnostic test, select Cancel.
When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. The screen displays one of the following options:
●
●
A Failure ID link is displayed. Select the link and follow the on-screen instructions.
Instructions for calling support are displayed. Follow those instructions.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe files are provided.
102 Chapter 9 Using HP PC Hardware Diagnostics
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
2. Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash
drive.
The tool downloads to the selected location.
– or –
You can use the following steps to download the HP PC Hardware Diagnostics Windows from the Microsoft
Store:
1. Select the Microsoft app on your desktop or enter Microsoft Storein the taskbar search box.
2. Enter HP PC Hardware Diagnostics Windowsin the Microsoft Store search box.
3. Follow the on-screen directions.
The tool downloads to the selected location.
Downloading HP Hardware Diagnostics Windows by product name or number (select products
only)
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, and then enter the product name or
number in the search box that is displayed.
3. In the Diagnostics section, select Download, and then follow the on-screen instructions to select the
specific Windows diagnostics version to be downloaded to your computer or USB flash drive.
The tool downloads to the selected location.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the USB flash drive where the .exe file downloaded, double-
click the .exe file, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download
and create the HP UEFI support environment because only .exe files are provided. For more information, see
HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
Using HP PC Hardware Diagnostics UEFI 103
If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. For assistance in solving the problem:
▲
Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the Failure ID
code that appears on the next screen. The HP Customer Support - Service Center page appears with your
Failure ID and product number automatically filled in. Follow the on-screen instructions.
– or –
Contact support, and provide the Failure ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI
To start HP PC Hardware Diagnostics UEFI, follow these steps:
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB flash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run,
and then follow the on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations:
●
●
●
HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
files are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive:
2. Select Download HP Diagnostics UEFI, and then select Run.
104 Chapter 9 Using HP PC Hardware Diagnostics
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products
only)
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB
flash drive:
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
Using Remote HP PC Hardware Diagnostics UEFI settings (select
products only)
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it might upload
results to a preconfigured server. For more information about Remote HP PC Hardware Diagnostics UEFI, go to
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
2. Select Download Remote Diagnostics, and then select Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, you might have to download the software by using the product name or number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, enter the product name or number in the
search box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the
following customizations:
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 105
●
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been preconfigured for use. Your computer does not require the
traditional local storage (such as a hard drive or USB flash drive) to run remote diagnostics.
●
●
Set a location for storing the test results. You can also set the user name and password that you use for
uploads.
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.
106 Chapter 9 Using HP PC Hardware Diagnostics
10 Backing up, restoring, and recovering
This chapter provides information about the following processes, which are standard procedure for most
products:
●
●
●
Backing up your personal information—You can use Windows tools to back up your personal
Creating recovery media (select products only)—You can use the HP Cloud Recovery Download Tool
(select products only) to create recovery media (see Using the HP Cloud Recovery Download Tool to
●
Restoring and recovery—Windows offers several options for restoring from backup, refreshing the
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning any recovery process.
Backing up information and creating recovery media
Using Windows tools
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule
regular backups to avoid information loss.
You can use Windows tools to back up personal information and create system restore points and recovery
media.
NOTE: If computer storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
1. Select the Start button, and then select the Get Help app.
2. Enter the task you want to perform.
NOTE: You must be connected to the Internet to access the Get Help app.
Using the HP Cloud Recovery Download Tool to create recovery media (select
products only)
You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive.
For details:
▲
matches the type of computer that you have.
Backing up information and creating recovery media 107
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
Restoring and recovery
Restoring, resetting, and refreshing using Windows tools
Windows offers several options for restoring, resetting, and refreshing the computer. For details, see Using
Recovering using HP Recovery media
You can use HP Recovery media to recover the original operating system and software programs that were
installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud
Recovery Download Tool. For details, see Using the HP Cloud Recovery Download Tool to create recovery
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
To recover your system:
▲
Insert the HP Recovery media, and then restart the computer.
Changing the computer boot order
If your computer does not restart using the HP Recovery media, you can change the computer boot order. This
is the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB flash drive, depending on the location of your HP Recovery media.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1. Insert the HP Recovery media.
2. Access the system Startup menu.
For computers or tablets with keyboards attached:
▲
Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options.
For tablets without keyboards:
▲
Turn on or restart the tablet, quickly hold down the volume up button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly hold down the volume down button, and then select f9.
3. Select the optical drive or USB flash drive from which you want to boot, and then follow the on-screen
instructions.
108 Chapter 10 Backing up, restoring, and recovering
Using HP Sure Recover (select products only)
Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the
hardware and firmware. HP Sure Recover can fully restore the HP OS image without installed recovery
software.
Using HP Sure Recover, an administrator or user can restore the system and install:
●
●
●
Latest version of the operating system
Platform-specific device drivers
Software applications, in the case of a custom image
To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
Restoring and recovery 109
11 Power cord set requirements
The power supplies on some computers have external power switches. The voltage select switch feature on
the computer permits it to operate from any line voltage of 100 V ac-120 V ac or 220 V ac-240 V ac. Power
supplies on those computers that do not have external power switches are equipped with internal switches
that sense the incoming voltage and automatically switch to the proper voltage.
The power cord set received with the computer meets the requirements for use in the country where you
purchased the equipment.
Power cord sets for use in other countries must meet the requirements of the country where you use the
computer.
General requirements
The following requirements are applicable to all countries:
1. The power cord must be approved by an acceptable accredited agency responsible for evaluation in the
country where the power cord set will be installed.
2. The power cord set must have a minimum current capacity of 10A (7A Japan only) and a nominal voltage
rating of 125 V ac or 250 V ac, as required by each country’s power system.
3. The diameter of the wire must be a minimum of 0.75 mm2 or 18AWG, and the length of the cord must be
between 1.8 m (6 ft) and 3.6 m (12 ft).
The power cord should be routed so that it is not likely to be walked on or pinched by items placed upon it or
against it. Particular attention should be paid to the plug, electrical outlet, and the point where the cord exits
from the product.
WARNING! Do not operate this product with a damaged power cord set. If the power cord set is damaged in
any manner, replace it immediately.
Japanese power cord requirements
For use in Japan, use only the power cord received with this product.
IMPORTANT: Do not use the power cord received with this product on any other products.
110 Chapter 11 Power cord set requirements
Country-specific requirements
Additional requirements specific to a country are shown in parentheses and explained in the following table.
Table 11-1 Power cord country-specific requirements
Country
Accrediting Agency
Country
Accrediting Agency
Australia (1)
Austria (1)
Belgium (1)
Canada (2)
EANSW
OVE
Italy (1)
IMQ
Japan (3)
Norway (1)
Sweden (1)
METI
CEBC
CSA
NEMKO
SEMKO
Denmark (1)
Finland (1)
France (1)
DEMKO
SETI
Switzerland (1)
SEV
BSI
UL
United Kingdom (1)
United States (2)
UTE
Germany (1)
VDE
1. The flexible cord must be Type HO5VV-F, 3-conductor, 0.75mm2 conductor size. Power cord set fittings (appliance coupler and
plug) must bear the certification mark of the agency responsible for evaluation in the country where it will be used.
2. The flexible cord must be Type SVT or equivalent, No. 18 AWG, 3 conductor. The plug must be a 2-pole grounding type with a
NEMA 5-15P (15 A, 125 V) or NEMA 6-15P (15 A, 250 V) configuration.
3. Appliance coupler, flexible cord, and plug must bear a T mark and registration number in accordance with the Japanese Dentori
Law. Flexible cord must be Type VCT or VCTF, 3-conductor, 0.75 mm2 conductor size. Plug must be a 2-pole grounding type with a
Japanese Industrial Standard C8303 (7 A, 125 V) configuration.
Country-specific requirements 111
12 Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped
from HP, assuming that no subsequent modifications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business computer system,
personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain
in nonvolatile memory. Use the following steps to remove personal data from the computer, including the
nonvolatile memory found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this
chapter.
Current BIOS steps
1. Follow steps (a) through (l) to restore the nonvolatile memory that can contain personal data. Restoring
or reprogramming nonvolatile memory that does not store personal data is neither necessary nor
recommended.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f.
If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.
112 Chapter 12 Statement of memory volatility
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities
under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check
box for DriveLock password on restart. Select OK to proceed.
h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to reject.
l.
Remove all power and system batteries for at least 24 hours.
2. Complete one of the following:
●
Remove and retain the storage drive.
– or –
●
Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●
Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
113
Nonvolatile memory usage
Table 12-1 Troubleshooting steps for nonvolatile memory usage
Does this
memory
store
Does this
memory
retain data
What is the
Nonvolatile
Memory Type
customer
data?
when power purpose of this How is data input into this
is removed? memory? memory?
How is this memory
write-protected?
Amount (Size)
HP Sure Start flash 8 MB
(select models
only)
No
Yes
Provides
protected
backup of
critical System
BIOS code, EC
firmware, and
critical
Data cannot be written to this This memory is protected
device via the host processor. by the HP Sure Start
The content is managed
solely by the HP Sure Start
Embedded Controller.
Embedded Controller.
computer
configuration
data for select
platforms that
support HP
Sure Start.
For more
information,
see Using HP
Real Time Clock
(RTC) battery
backed-up CMOS
configuration
memory
256 bytes
No
No
Yes
Yes
Stores system
date and time
and noncritical
data.
RTC battery backed-up CMOS This memory is not write-
is programmed using
protected.
Computer Setup (BIOS), or by
changing the Microsoft®
Windows date & time.
Controller (NIC)
EEPROM
64 KB (not
customer
accessible)
Stores NIC
configuration
and NIC
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
A utility must be used to
write data to this memory
and is available from the
NIC vendor. Writing data
to this ROM in an
firmware.
inappropriate manner will
render the NIC non-
functional.
DIMM Serial
Presence Detect
(SPD)
configuration data bytes
programmable
256 bytes per
memory
module, 128
No
Yes
Yes
Stores memory DIMM SPD is programmed by Data cannot be written to
module
information.
the memory vendor.
this memory when the
module is installed in a
computer. The specific
write-protection method
varies by memory vendor.
(not customer
accessible)
System BIOS
9 MB
Yes
Stores system
BIOS code and
computer
configuration
data.
System BIOS code is
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the computer non-
functional.
programmed at the factory.
Code is updated when the
system BIOS is updated.
Configuration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
A utility must be used for
writing data to this
memory and is available
on the HP website; go to
114 Chapter 12 Statement of memory volatility
Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued)
Does this
memory
store
Does this
memory
retain data
What is the
Nonvolatile
Memory Type
customer
data?
when power purpose of this How is data input into this
How is this memory
write-protected?
Amount (Size)
is removed? memory?
memory?
product, and then follow
the on-screen
instructions.
Intel Management 1.5 MB or 7 MB
Engine Firmware
(present only in
select Elite or Z
models. For more
information, go to
support. Select
Find your
product, and then
follow the on-
screen
instructions.)
Yes
Yes
Stores
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure firmware update
utility. Unique Provisioning
Data can be entered at the
The Intel chipset is
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
configured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility must be used
for updating the
firmware. Only firmware
updates digitally signed
by Intel can be applied
using this utility.
third-party data factory or by an
store.
administrator using the
Management Engine (MEBx)
setup utility. The third party
data store contents can be
populated by a remote
management console or local
applications that have been
registered by an
administrator to have access
to the space.
Bluetooth flash
(select products
only)
2 Mb
No
No
No
Yes
Yes
Yes
Yes
Yes
Stores
Bluetooth
configuration
and firmware.
Bluetooth flash is
A utility must be used for
writing data to this
memory and is made
available through newer
programmed at the factory.
Tools for writing data to this
memory are not publicly
available but can be obtained versions of the driver
from the silicon vendor.
whenever the flash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kb to 8 Kb
Stores
802.11 WLAN EEPROM is
programmed at the factory.
Tools for writing data to this
memory are not made public. not made available to the
public unless a firmware
A utility must be used for
writing data to this
memory and is typically
configuration
and calibration
data.
upgrade is necessary to
address a unique issue.
Webcam (select
products only)
64 Kb
Stores webcam Webcam memory is
configuration
and firmware.
A utility must be used for
writing data to this
memory and is typically
programmed using a utility
from the device
manufacturer that can be run not made available to the
from Windows.
public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader 512 KB flash
(select products
only)
Stores
fingerprint
templates.
Fingerprint reader memory is Only a digitally signed
programmed by user
enrollment in HP
ProtectTools Security
Manager.
application can make the
call to write to the flash.
Nonvolatile memory usage 115
Questions and answers
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select Main, and then select Apply Factory Defaults and Exit.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2. What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform firmware and an operating system (OS). It is a replacement for the older BIOS
architecture, but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure run-time environment that supports a Graphic User Interface (GUI). In this
environment, you can use either a pointing device (Touchscreen, TouchPad, pointing stick, or USB
mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also
contains basic system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the run-time environment
allows the loading and execution of software programs from storage devices to provide more
functionality, such as advanced hardware diagnostics (with the ability to display more detailed system
information) and advanced firmware management and recovery software.
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the
operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
3. Where does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility must be used to write to the chip.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory
module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number,
data width, speed/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is
installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory
module is not installed in a computer. Various third-party tools are available to read SPD memory.
5. What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6. How can the BIOS security be reset to factory defaults and data erased?
116 Chapter 12 Statement of memory volatility
IMPORTANT: Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select Security, and then select Restore Security Settings to Factory Defaults.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to make sure that only authenticated code can start on a platform. If you
enabled Secure Boot and created Custom Secure Boot Keys, simply disabling Secure Boot will not clear
the keys. You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access
procedure you used to create the Custom Secure Boot Keys, but make the selection to clear or delete all
Secure Boot Keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select the Advanced menu, select Secure Boot Configuration, select Restore Secure Boot Keys,
and then follow the on-screen instructions.
Using HP Sure Start (select models only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
restores the BIOS to its previously safe state, without user intervention. Those select computer models ship
with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most
users can use the HP Sure Start default configuration. The default configuration can be customized by
advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
Using HP Sure Start (select models only) 117
13 Specifications
U.S.
Metric
Dimensions
Height
1.4 in
7.0 in
6.9 in
2.8 lb
34 mm
177 mm
175 mm
1.3 kg
Width
Depth
Approximate weight
Temperature range
Operating
50° to 95°F
10° to 35°C
Nonoperating
–22° to 140°F
–30° to 60°C
Relative humidity (noncondensing)
Operating
10% to 90%
5% to 95%
10% to 90%
5% to 95%
Nonoperating (38.7°C max wet bulb)
Maximum altitude (unpressurized)
Operating
16,404 ft
50,000 ft
5000 m
Nonoperating
15.240 m
Power supply
Standard efficiency
150 W
90 W
65 W
Operating voltage range
Rated voltage range
Rated line frequency
Operating line frequency
Rated input current
90 V ac to 264 V ac
100 V ac to 240 V ac
50 Hz to 60 Hz
47 Hz to 63 Hz
150 W ≤ 2.2 A
90 W ≤ 1.2 A
65 W ≤ 1.6 A
DC output
+19.5 V
118 Chapter 13 Specifications
Index
A
country power cord set
requirements 111
H
access panel
illustrated
locked 67
hard drive
installation 27
removal 27
D
removal 23
drive cage
audio-out (headphone) jack,
hard drive connector
hard drives
identifying
audio-out (headphone)/audio-in
(microphone) combo jack,
E
identifying
error
headphone (audio-out) jack
heat sink
B
backups 107
battery
illustrated
messages 92
expansion connector board
disposal 19
installation 35
removal 35
hood sensor
HP PC Hardware Diagnostics UEFI
downloading 104
starting 104
F
booting options
F10 Setup
fan
front bezel
using 103
HP PC Hardware Diagnostics Windows
downloading 102
installing 103
using 102
HP Recovery media
recovery 108
C
illustrated
cleaning
computer 16
mouse 17
CMOS
computer
specifications 118
Computer Setup
front bezel dust filter
illustrated 11
front panel components
I
installing
G
battery 35
security lock
graphics processor and heat sink
assembly
illustrated
Index 119
J
ports
USB SuperSpeed port with HP
Sleep and Charge
USB Type-C
power cord set requirements
power supply
Remote HP PC Hardware Diagnostics
UEFI settings
customizing 105
using 105
removal and replacement
jacks
audio-out (headphone)
audio-out (headphone)/audio-in
(microphone) combo
K
fan 41
graphics processor and heat sink
assembly 30
keyboard
cleaning 17
problems
L
lights
audio 77
M
speaker 26
media card reader
problems 72
memory
removing
nonvolatile 112
problems 85
volatile 112
general 66
battery 35
memory modules
installation 38
maximum 38
removal 38
keyboard 81
memory 85
monitor 73
mouse 81
network 83
power 69
removing personal data from volatile
resetting
CMOS 98
restoring 107
slots 38
specifications 38
mounting the computer
mouse
cleaning 17
problems 81
printer 79
software 91
S
safety precautions
cleaning 16
processors
illustrated 10
product ID location
N
SATA
R
security cable slot, identifying
security lock
rear panel components
recovery 107
discs 108
media 108
recovery media
O
optical drive
problems 87
installation
serial number location
P
creating using HP Cloud Recovery
creating using Windows tools
slots
password
clearing 98
power-on 98
setup 98
security cable
120 Index
software
problems 91
solid state drive
installation 31
removal 31
WLAN module
installation 33
removal 33
solid-state drives
speaker
illustrated
specifications
computer 118
system board
illustrated
system memory, removing personal
T
tower conversion
U
USB SuperSpeed port with HP Sleep
and Charge, identifying
USB SuperSpeed port, identifying
USB SuperSpeed ports, identifying
USB Type-C port, identifying
V
VESA mounting holes
W
Windows
backup 107
WLAN antennas
Index 121
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