HP ProOne 600 G3 Maintenance & Service Manual
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HP ProOne 600 G3 Maintenance & Service Manual

21 inch all-in-one business pc
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Maintenance & Service Guide
HP ProOne 600 G3 21 inch All-in-One Business PC

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  • Page 1 Maintenance & Service Guide HP ProOne 600 G3 21 inch All-in-One Business PC...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions of Intel, Celeron, and Pentium are trademarks of Agreement (EULA).

  • Page 3: About This Book

    About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information.
  • Page 4 About This Book...

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Overview ................................1 Front components ..............................2 Side components ..............................3 Rear components ..............................4 Labels ..................................5 2 Illustrated parts catalog ..........................6 System parts ................................6 Mass storage devices ............................. 8 Processors and memory modules .........................
  • Page 6 Cable management .............................. 18 4 Removal and Replacement Procedures ......................19 Preparing to disassemble the computer ......................19 Attaching and removing a stand ......................... 20 Attaching and removing an easel stand ................... 20 Attaching an easel stand ....................20 Removing an easel stand ....................20 Attaching and removing an adjustable height stand ................
  • Page 7 Computer Setup—Advanced ......................65 Recovering the Configuration Settings ....................... 70 6 Using HP PC Hardware Diagnostics (UEFI) ....................... 71 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............72 7 Troubleshooting without diagnostics ......................73 Safety and comfort .............................. 73 Before you call for technical support ........................
  • Page 8 Country-specific requirements .......................... 109 Appendix B Statement of memory volatility ....................110 Nonvolatile memory usage ..........................112 Questions and answers ............................. 114 Using HP Sure Start (select models only) ......................115 Appendix C Specifications ..........................116 Index ................................117 viii...

  • Page 9: Product Features

    When the All One (AiO) is mounted using a VESA arm, horizontal operation of the AiO is not supported and may lead to thermal issues. NOTE: For the latest specifications or additional specifications on this product, go to http://www.hp.com/go/ quickspecs/ and search for your specific display model to find the model-specific QuickSpecs. Overview...

  • Page 10: Front Components

    Front components Component Component Webcam LED Webcam microphone Webcam shutter (select models only) Speakers (select models only) Webcam lens Chapter 1 Product features...

  • Page 11: Side Components

    Side components Component Component Power button HP SD media card reader USB Type-A charging ports Optical disc drive USB Type-A ports Optical disc drive eject button Headset jack Side components...

  • Page 12: Rear Components

    Rear components Component Component Security cable slot DisplayPort port Serial port USB Type-A ports (2) PS/2 keyboard connector USB Type-A ports (2) PS/2 mouse connector RJ-45 (network) jack Power connector Chapter 1 Product features...

  • Page 13: Labels

    Microsoft® Certificate of Authenticity label (select models only prior to Windows 8)—Contains the Windows Product Key. You may need the Product Key to update or troubleshoot the operating system. HP platforms preinstalled with Windows 8 or Windows 8.1 do not have the physical label, but have a Digital Product Key electronically installed.

  • Page 14: Illustrated Parts Catalog

    Component appearance may vary. 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. System parts Chapter 2 Illustrated parts catalog...
  • Page 15 Optical drive bezel blank (for use in models without an optical drive) Optical drive bezel Mylar cover (for use in models without speakers) Card reader cover Hard drive isolation grommets VESA cover (for use in models without a stand) HP ultraslim keyed cable lock Power cord System parts...

  • Page 16: Mass Storage Devices

    Mass storage devices Description Optical drive (does not include bezel) DVD±RW drive DVD-ROM drive Hard drive 1 TB, hybrid SSD drive 1 TB, 7200 rpm 500 GB, hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Solid-state drive (not illustrated) 1-TB solid-state drive, TLC...

  • Page 17: Processors And Memory Modules

    Processors and memory modules Description Memory modules (SODIMM; PC4-2400) 16-GB 8-GB 4-GB Intel Processors (include replacement thermal material) Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz)

  • Page 18: Keyboards And Mice

    Description DisplayPort cable Adapter, DisplayPort to VGA Adapter, DisplayPort to DVI Adapter, DisplayPort to HDMI 1.4 Adapter, USB to serial port Keyboards and mice Description Keyboard USB, slim USB Washable USB Essential Conferencing Wireless with mouse Smartcard PS/2, slim Healthcare Antimicrobial Mouse Gray...

  • Page 19: Routine Care, Sata Drive Guidelines, And Disassembly Preparation

    Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board.

  • Page 20: Generating Static

    Generating static The following table shows that: ● Different activities generate different amounts of static electricity. ● Static electricity increases as humidity decreases. Relative Humidity Event Walking across carpet 7,500 V 15,000 V 35,000 V Walking across vinyl floor 3,000 V 5,000 V 12,000 V Motions of bench worker...

  • Page 21: Personal Grounding Methods And Equipment

    Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to equipment: ● Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation.

  • Page 22: Operating Guidelines

    Material handling packages ● ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes Opaque shielding bags ● ● Transparent metallized shielding bags ● Transparent shielding tubes 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.

  • Page 23: Cleaning The Computer Case

    Cleaning the Computer Case Follow all safety precautions in General cleaning safety precautions on page 14 before cleaning the computer. To clean the computer case, follow the procedures described below: ● To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab. ●...

  • Page 24: Cleaning The Mouse

    The screws used in the computer are not interchangeable. They may have standard or metric threads and may be of different lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP strongly recommends that all screws removed during disassembly be kept with the part that was removed, then returned to their proper locations.

  • Page 25: Lithium Coin Cell Battery

    Batteries, battery packs, and accumulators should not be disposed of together with the 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. Service considerations...

  • Page 26: Sata Hard Drive Cables

    SATA hard drive cables SATA data cable Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 6.0 Gb/s hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it tighter than a 30 mm (1.18 in) radius.

  • Page 27: Removal And Replacement Procedures

    Disconnect all other attached cables from the back of the computer. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the screen surface from scratches or other damage.

  • Page 28: Attaching And Removing A Stand

    Attaching an easel stand To install the stand: Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the bezel and screen surface from scratches or other damage.

  • Page 29: Attaching And Removing An Adjustable Height Stand

    Attaching an adjustable height stand To install the stand: Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the bezel and screen surface from scratches or other damage.

  • Page 30: Removing An Adjustable Height Stand

    Disconnect the AC power cord from the AC outlet and disconnect any external devices. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the bezel and screen surface from scratches or other damage.

  • Page 31: Rear Port Cover

    Rear port cover Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the stand (see Attaching and removing a stand on page 20). If the security lock screw is secured, unscrew it with a T15 tamper-resistant Torx security screwdriver. Slide the rear port cover retainer tabs toward each other (1) to release the port cover.

  • Page 32: Access Panel

    Access panel The computer has one main rear access panel that allows access to internal components. Two screws secure the access panel. To remove the access panel: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 33: Locating Internal Components

    Locating internal components Component Component Optical disc drive Battery Hard drive Memory modules Locating internal components...

  • Page 34: Drives

    Drives Description Optical drive (does not include bezel) DVD±RW drive DVD-ROM drive Hard drive 1 TB, hybrid SSD drive 1 TB, 7200 rpm 500 GB, hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Solid-state drive (not illustrated) 1-TB solid-state drive, TLC...
  • Page 35 Disconnect the power and data cables from the hard drive (3). Remove the four mounting screws from the 2.5 inch hard drive. Be sure to keep the screws together with the blue rubber grommets to use to install a replacement drive. For instructions on installing a hard disc drive, see Installing a 2.5-inch hard disc drive on page Drives...

  • Page 36: Installing A 2.5-Inch Hard Disc Drive

    Installing a 2.5-inch hard disc drive Fasten four mounting screws with grommets onto the new 2.5 inch hard drive. Position the hard drive above the drive cage with the connectors facing the power and data cables. Connect the power and data cables to the hard drive (1). Place the hard drive into the drive cage and slide it firmly away from the edge of the computer (2) until the hard drive snaps into place.

  • Page 37: Replacing The Optical Drive

    Replacing the optical drive The optical drive is located beneath the lower hard drive on the left side of the computer. The green latch comes with the drive. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 38: System Board (Emi) Shield

    Align the new optical disc drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place. NOTE: The optical disc drive can be installed in only one way. System board (EMI) shield The system board shield covers the system board.

  • Page 39: Memory

    Memory Description 16-GB 8-GB 4-GB The memory slots on the system board can be populated with up to two industry-standard small outline dual inline memory modules (SODIMMs). These memory slots are populated with at least one preinstalled memory module. A metal shield protects the memory modules. For proper system operation, the memory modules must meet the following qualifications: Component Specification...
  • Page 40 The system will operate 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.

  • Page 41: Battery

    The lithium battery is only used when the computer is NOT connected to AC power. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, go to http://www.hp.com/recycle.

  • Page 42: Wlan Module

    The WLAN module is located near the top of the system board. The WLAN module is secured with one Phillips screw and has two connected antennas. NOTE: The procedure to replace the WLAN module must be performed by an HP technician. To remove the WLAN module: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 43: Heat Sink

    Heat sink Heat sink appearance varies based on processor type and graphics memory. To remove the heat sink: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 44: Processor

    Processor Description Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz) Intel Pentium G4620 (3.7-GHz) Intel Pentium G4600 (3.6-GHz) Intel Pentium G4560 (3.5-GHz) Intel Pentium G4400 (3.3-GHz)
  • Page 45 After installing a new processor onto the system board, always update the system ROM to ensure that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at: http://www.hp.com. Processor...

  • Page 46: Serial/Ps2 Board

    Serial/PS2 board The serial/PS2 board is located to the left of the rear I/O panel. It is secured with two screws and has one connected cable. To remove the serial/PS2 board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 47: System Board

    System board The system board is secured with a a total of ten Torx screws. Two of the screws also secure the removable side bracket, and two other screws secure the I/O bracket. To remove the system board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).
  • Page 48 Lift the system board up and out of the computer (2). To install the system board, reverse the removal procedures. Replace the thermal pad below the system board. Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the affected computer. Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate the system) or a system recovery failure.
  • Page 49 Setup Field Name Comment Label Product Name Enter the Model name/number or marketing name. Flexbuild Serial Number Enter the Serial Number of Unit. Support SKU Number Enter the SKU or Product Number including Localization Code. Support Asset Tag Enter the 18-byte identifier assigned to the computer. Support Feature Byte Enter the Feature Byte string.

  • Page 50: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component DISPLAY Black Display connector White Main power WLAN Black WLAN module SATA1 Dark blue Second hard drive Black Processor socket SATAPWR0 White Hard drive power XMM3 Black Memory module SATA2 Light blue...

  • Page 51: Vesa Mounting Bracket

    VESA mounting bracket The VESA mounting bracket is located under the stand. To remove the VESA mounting bracket: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 52: Power Supply

    Power supply The power supply is located under the VESA mounting bracket. To remove the power supply: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 53: Fan Assembly

    Fan assembly The fan assembly is located partially under the VESA mounting bracket and is secured with four Torx screws. To remove the fan assembly: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 54: Drive Cable

    Drive cable The drive cable includes connectors for the optical drive and hard drive, as well as three cables that connect to the system board.. To remove the drive cable: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 55: Top Trim

    Top trim The top trim is located along the top of the computer. To remove the top trim: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 56: Webcam Module

    Webcam module On products that ship with a webcam module, the module is located at the top of the computer beneath the top trim. It is housed in a metal bracket that is secured with two Phillips screws. The webcam module has one connector.

  • Page 57: Antennas

    Antennas The antenna cables route from the WLAN module to antennas at the top of the computer. The antennas are secured to the computer with adhesive. To remove the antennas: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 58: Right Trim

    Right trim To remove the right trim: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23). Remove the stand (see Attaching and removing a stand on page 20).

  • Page 59: Left Trim

    Left trim To remove the left trim: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23). Remove the stand (see Attaching and removing a stand on page 20).

  • Page 60: Feet, Rear I/O Bracket, And Bottom Panel

    Feet, rear I/O bracket, and bottom panel The rear I/O bracket and bottom panel are located at bottom of the computer. To remove the rear I/O bracket and bottom panel: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).
  • Page 61 Remove the two screws (1) that secure the I/O bracket, and then lift it off the computer (2). To replace the feet, rear I/O bracket, and bottom panel, reverse the removal procedures. Feet, rear I/O bracket, and bottom panel...

  • Page 62: Speakers

    Speakers The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the speakers: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Rear port cover on page 23).

  • Page 63: Bezel, Bezel Bottom Trim, Display Panel

    IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse any old parts. Return all old parts to HP for warranty processing. CAUTION: it is very important to use the exact cable that shipped with the replacement panel. Failure to use the correct cable may result in panel failure.
  • Page 64 Disengage the tabs along the sides that secure the bezel to the frame. Tabs are as follows: 2 tabs along the left side 4 tabs along the top 5 tabs on the right side Separate the main frame from the bezel. If it is necessary to remove the bottom trim from the bezel, position the bezel so the inside faces outward, remove the Torx screw (1), use a flat tool to disengage the tabs (2), and then lift the trim from the bezel.
  • Page 65 Disconnect the display (LVDS) cable from the system board, and then push the cable into the hole that routes through the main frame (2). Remove the two Torx screws from each side of the display panel. Separate the panel from the frame by lifting the frame up off the panel. IMPORTANT: Make sure the larger LVDS display cable and smaller backlight cable route through the holes in the frame when separating the panel from the frame.
  • Page 66 Disconnect the display cable from the connector on the display panel by pressing on the latches on each side of the connector (1), and then pulling the cables from the connector (2). To install the display panel, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 67: Computer Setup (F10) Utility

    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, ●...
  • Page 68 Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press Esc. To apply and save changes, select Main > Save Changes and Exit. ●...

  • Page 69: Computer Setup-Main

    Integrated MAC Address System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform the following functions: ●...
  • Page 70 ● Update BIOS Using Local Media Lets you access files on either USB storage or the hard drive. The HP BIOS Update and Recovery application included in BIOS Softpaqs at www.hp.com will copy the BIOS file to the correct location on the hard drive or USB device.

  • Page 71: Computer Setup-Security

    Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-2 Computer Setup—Security Option Description Set up BIOS Lets you set and enable a BIOS administrator password, which controls access to the following features: Administrator Password ●...
  • Page 72 Table 5-2 Computer Setup—Security (continued) Option Description 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.

  • Page 73: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system. CAUTION: Be aware that these settings take place immediately. A save is not necessary. CAUTION: Be sure to document the DriveLock password.
  • Page 74 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading ■ 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’.
  • Page 75 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is disabled. Reset Secure Boot keys to factory defaults Default is disabled. Enable MS UEFI CA key Disabling this setting alters the Secure Boot key list to further restrict the allowed software components.
  • Page 76 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Use this option to manage graphics memory allocation. The value you choose is allocated permanently to graphics and is unavailable to the operating system. Audio Device 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.
  • Page 77 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading When some devices are restricted, the system will disable USB ports that do not meet the allowed criteria. This feature is usually combined with similar policies within the operating system since USB devices can be moved to different ports.

  • Page 78: Recovering The Configuration Settings

    Recovering the Configuration Settings This method of recovery requires that you first perform the Save to Removable Media command with the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 61 in the Computer Setup—File table.) The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media device.

  • Page 79: Using Hp Pc Hardware Diagnostics (Uefi)

    Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that 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.

  • Page 80: Downloading Hp Pc Hardware Diagnostics (Uefi) To A Usb Device

    NOTE: The HP PC Hardware Diagnostics (UEFI) download 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 offered. There are two options to download HP PC Hardware Diagnostics to a USB device.

  • Page 81: Troubleshooting Without Diagnostics

    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 HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.

  • Page 82: Helpful Hints

    Be in front of your computer when you call. ● ● Write down the computer serial number and product ID 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.

  • Page 83: Solving General Problems

    Solving general problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
  • Page 84 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.
  • Page 85 Poor performance. Cause Solution Add more memory. 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 7: Go to Start > All Programs > Accessories > Run Type msconfig, and then press Enter.
  • Page 86 System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.

  • Page 87: Solving Power Problems

    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 Select the proper AC voltage using the selector switch. rear of computer chassis (some models) not switched to correct line voltage (115V or 230V).

  • Page 88: Solving Hard Drive Problems

    Solving hard drive problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Windows 7, click Start, click Computer, and right-click on a drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications.
  • Page 89 Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard Perform Drive Protection System (DPS) testing in system ▲ drive may have been damaged. ROM. System files missing or not properly installed. Insert bootable media and restart the computer.

  • Page 90: Solving Audio Problems

    Solving audio problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications.

  • Page 91: Solving Printer Problems

    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.

  • Page 92: Solving Keyboard And Mouse Problems

    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. Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected.

  • Page 93: Solving Hardware Installation Problems

    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.

  • Page 94: Solving Network Problems

    NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM3. Replace third-party memory with HP memory. 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.
  • Page 95 Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution Enable the network controller in the operating system using Device Manager. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager.

  • Page 96: Solving Memory Problems

    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.
  • Page 97 LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving memory problems...

  • Page 98: Solving Usb Flash Drive Problems

    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.

  • Page 99: Solving Internet Access Problems

    Solving Internet access problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to 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. Verify Internet settings or contact your ISP for assistance.

  • Page 100: Solving Software Problems

    If you have installed an operating system other than the factory-installed operating system, check to be sure it is 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 display. Cause Solution ROM issue - POST error has occurred.

  • Page 101: Backing Up, Restoring, And Recovering

    Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. For...

  • Page 102: Using Windows Tools

    HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive.

  • Page 103: Restore And Recovery

    HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see...

  • Page 104: Using The Hp Recovery Partition (Select Products Only)

    Creating HP Recovery media (select products only) on page If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not ● work, you can obtain recovery media for your system from support. You can find contact information from the HP website.

  • Page 105: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which 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.

  • Page 106: Post Error Messages And Diagnostic Front Panel Leds And Audible Codes

    POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.
  • Page 107 Control panel message Description Recommended action RTC (real-time clock) battery may need to problem persists, replace the RTC battery. See be replaced. the Removal and Replacement section for instructions on installing a new battery. 008–Microcode Patch Error Processor is not supported by the BIOS. Upgrade BIOS to proper version.
  • Page 108 Run the Drive Protection erroneous error message.) System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 100 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes...
  • Page 109 System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 309 – 30C: Hard Disk 3–6: SMART Hard Drive Hard drive is about to fail. (Some hard drives...
  • Page 110 Control panel message Description Recommended action Reconfigure card resources and/or run Computer Setup or Windows utilities. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently ▲ option ROM too large to download during POST. added, remove it to see if the problem remains.

  • Page 111: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is Reseat fan. not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating.
  • Page 112 Number of long beeps/blinks Error category Thermal System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. 2 second pause occurs after the last minor blink. ● ●...

  • Page 113: 10 Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner. This scenario may not be covered under warranty.
  • Page 114 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 115: Clearing And Resetting The Bios

    Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially unprovision AMT.

  • Page 116: Appendix A Power Cord Set Requirements

    Power cord set requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage between 100-120 or 220-240 volts AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.

  • Page 117: Country-Specific Requirements

    Country-specific requirements Additional requirements specific to a country are shown in parentheses and explained below. Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) Austria (1) Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) Sweden (1) SEMKO Denmark (1) DEMKO...

  • Page 118: Appendix B Statement Of Memory Volatility

    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.
  • Page 119 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, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 120: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 121 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 113...

  • Page 122: Questions And Answers

    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.

  • Page 123: Using Hp Sure Start (Select Models Only)

    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.

  • Page 124: Appendix C Specifications

    Specifications Item Value Value Value Dimensions Without stand Easel stand Adjustable Height Stand Width 20.92 in (567.2 mm) 20.92 in (567.2 mm) 20.92 in (567.2 mm) Depth 2.31 in (58.71 mm) 5.85 in (148.72 mm) 8.27 in (209.95 mm) Height 14.63 in (371 mm) 14.63 in (371 mm) 20.92 in (567.2 mm)

  • Page 125: Index

    7 beep codes 103 removing 35 BIOS helpful hints 74 easel stand 20 clearing and resetting 107 HP PC Hardware Diagnostics (UEFI) attaching 20 boot order using 71 removing 20 changing 97 HP Recovery Manager electrostatic discharge (ESD) 11...
  • Page 126 94 cleaning 14 overheating, prevention 14 system 95 SATA USB flash drive 96 data cable pinouts 18 using HP Recovery media 94 screws, correct size 16 password recovery media security administrator 105 creating 93 rear port cover, removing 23...
  • Page 127 software problems 92 servicing computer 16 speakers illustrated 7 removing 54 specifications computer 116 stands adjustable height, attaching 21 adjustable height, removing 22 attaching and removing 20 easel, attaching 20 easel, removing 20 static electricity 12 supported discs, recovery 94 system board removing 39 system board shield...

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