HP EliteDesk 800 G3 SFF Maintenance And Service Manual
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HP EliteDesk 800 G3 SFF Maintenance And Service Manual

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Maintenance and Service Guide
HP EliteDesk 800 G3 SFF Business PC

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Summary of Contents for HP EliteDesk 800 G3 SFF

  • Page 1 Maintenance and Service Guide HP EliteDesk 800 G3 SFF Business PC...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License This guide describes features that are common Intel, Celeron, and Pentium are trademarks of Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Standard configuration features ........................... 1 Front panel components ............................2 Rear panel components ............................3 Serial number location ............................4 2 Illustrated parts catalog ..........................5 Small Form Factor (SFF) chassis spare parts ......................5 Computer major components ......................
  • Page 6 SATA hard drive cables ............................18 SATA data cable ..........................18 SMART ATA drives ..............................18 Cable management .............................. 19 4 Removal and replacement procedures – small form factor (SFF) chassis ............20 Preparation for disassembly ..........................20 Access panel ................................. 21 Front bezel ................................
  • Page 7 8 Password security and resetting CMOS ......................117 Resetting the password jumper ........................117 Clearing and resetting the BIOS ........................119 9 Using HP PC Hardware Diagnostics (UEFI) ..................... 120 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............120...
  • Page 8 Recovering using HP Recovery Manager ..............124 What you need to know before you get started ........124 Using the HP Recovery partition (select products only) ......125 Using HP Recovery media to recover ............125 Changing the computer boot order ............126 Removing the HP Recovery partition (select products only) .....

  • Page 9: Product Features

    Standard configuration features Features may vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP Support Assistant utility. NOTE: This computer model can be used in a tower orientation or a desktop orientation.

  • Page 10: Front Panel Components

    Drive configuration may vary by model. Some models have a bezel blank covering the slim optical drive bay. Front panel components Slim optical drive (optional) USB 2.0 port with HP Sleep and Charge SD card reader (optional) Audio-out (headphone) jack...

  • Page 11: Rear Panel Components

    Audio-out jack for powered audio devices NOTE: Your model may have additional optional ports available from HP. When a device is plugged into either audio jack, a dialog box will appear on the monitor screen asking if you want to use the jack for a microphone or a headphone.

  • Page 12: Serial Number Location

    Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available for use when contacting customer service for assistance. Chapter 1 Product features...

  • Page 13: Illustrated Parts Catalog

    Illustrated parts catalog Small Form Factor (SFF) chassis spare parts Computer major components Item Description System board (includes replacement thermal material) Access panel Front bezel Power supply 180W, 92% efficient 180W, 85% efficient Fan sink (includes replacement thermal material) Small Form Factor (SFF) chassis spare parts...
  • Page 14 Item Description Memory modules (PC4-2400, 2133-MHz) 16-GB 8-GB 4-GB Processors (include replacement thermal material; not illustrated) Intel Core i7-7700 processor Intel Core i5-7600 processor Intel Core i5-7500 processor Intel Core i3-7320 processor Intel Core i3-7300 processor Intel Core i3-7100 processor Intel Core i7-6700 processor Intel Core i5-6600 processor Intel Core i5-6500 processor...

  • Page 15: Misc Parts

    Misc parts Item Description Speaker Optional serial port Option board, HDMI Air duct Optical drive latch Hood lock (solenoid) Optical drive bezel Card reader Bezel blank for optical drive slot Printer port, PCIe card Stand Hard drive isolation grommet LED holder Hood sensor Rubber foot Mouse...
  • Page 16 Item Description USB, laser USB, optical USB,antimicrobial USB, washable USB, hardened USB, grey Wireless Keyboards PS/2 slim USB/PS2 washable USB antimicrobial USB slim USB grey Wireless keyboard, mouse, and dongle Chapter 2 Illustrated parts catalog...

  • Page 17: Cables And Adapters

    Cables and adapters Item Description SATA drive power cable SATA data cable, 6 inch, 1 straight end, 1 angled end SATA data cable, 6 inch, 2 straight ends SATA data cable, 14 inch, 1 straight end, 1 angled end Serial port cable Serial/PS2 port cable DisplayPort cable, 1.8 m DVI to DVI cable...

  • Page 18: Drives

    Description AMD Radeon R7 450 4 GB FH PCIe x16 G5 Nvidia GTX 1080 8 GB FH PCIe x16 Graphics card holder bracket NIC, Intel PRO/1000 Single Port GbE WLAN modules Intel 8265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 7265 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Intel 3168 802.11AC 2x2 Wi-Fi +Bluetooth M.2 Combo Card non-VPro Option boards:...
  • Page 19 Description Solid-state drives, 2280, 2.5-inch 512-GB, FIPS-140-2 256-GB, FIPS-140-2 256-GB 128-GB Solid-state drives, 2280, NVMe, M.2 1 TB, TLC 512-GB, MLC 512-GB, TLC 256-GB, MLC 256-GB, TLC 256-GB, PCIe Optical drives, 9.5 mm DVD±RW drive DVD-ROM drive Small Form Factor (SFF) chassis spare parts...

  • Page 20: 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 21: Preventing Electrostatic Damage To Equipment

    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 damage to electric components and accessories. ● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ●...

  • Page 22: Recommended Materials And Equipment

    Recommended materials and equipment Materials and equipment that are recommended for use in preventing static electricity include: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors Conductive bins and other assembly or soldering aids ● ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance ●...

  • Page 23: Routine Care

    ● 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 Never use solvents or flammable solutions to clean the computer. Never immerse any parts in water or cleaning solutions;...

  • Page 24: Cleaning The Monitor

    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. CAUTION: 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.

  • Page 25: Screws

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

  • Page 26: Sata Hard Drives

    6.0 Gb/s 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.

  • Page 27: Cable Management

    Cable management Always follow good cable management practices when working inside the computer. Keep cables away from major heat sources like the heat sink. ● ● Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not designed to take excessive pressure on them.

  • Page 28: Removal And Replacement Procedures - Small Form Factor (Sff) Chassis

    Removal and replacement procedures – small form factor (SFF) chassis 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.

  • Page 29: Access Panel

    Access panel Prepare the computer for disassembly (Preparation for disassembly on page 20). Slide the access panel release lever to the left (1) so that it locks into place. Then slide the access panel back (2) and lift it off the computer (3). To install the access panel, reverse the removal procedure.

  • Page 30: Slim Optical Drive Bezel Blank

    After removing the slim optical drive bezel blank and installing a slim optical drive, you can install an optional bezel trim piece (available from HP) that surrounds the front of the slim optical drive. Chapter 4 Removal and replacement procedures – small form factor (SFF) chassis...

  • Page 31: Front Bezel Dust Filter

    NOTE: The optional front bezel dust filter is available from HP. To remove, clean, and replace the dust filter: Prepare the computer for disassembly (Preparation for disassembly on page 20).

  • Page 32: System Board Connections

    System board connections Refer to the following illustration and table to identify the system board connectors for your model. Item System board connector System board label Color Component PCI Express x16 downshifted to X4PCIEXP White Expansion card a x4 PCI Express x1 X1PCIEXP2 Black Expansion card...

  • Page 33: Memory

    Memory The computer comes with double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) dual inline memory modules (DIMMs). The memory sockets on the system board are populated with at least one preinstalled memory module. To achieve the maximum memory support, you can populate the system board with up to 64 GB of memory configured in a high-performing dual-channel mode.

  • Page 34: Removing And Installing Dimms

    DIMM and one 1 GB DIMM, and Channel B should be populated with the other two 1 GB DIMMs. With this configuration, 4 GB will run as dual-channel and 1 GB will run as single-channel. In any mode, the maximum operational speed is determined by the slowest DIMM in the system. ●...
  • Page 35 Push the module down into the socket, ensuring that the module is fully inserted and properly seated. Make sure the latches are in the closed position (3). Replace the access panel. If the computer was on a stand, replace the stand. Reconnect the power cord and turn on the computer.

  • Page 36: Expansion Card

    Expansion card For a list of available expansion cards, see Boards, cards, and ports on page The computer has two PCI Express x1 expansion sockets, one PCI Express x16 expansion socket, and one PCI Express x16 expansion socket that is downshifted to a x4 socket. NOTE: The PCI Express sockets support only low profile cards.
  • Page 37 If you are removing a PCI Express x1 card, hold the card at each end and carefully rock it back and forth until the connectors pull free from the socket. Lift the card straight up (1), and then away from the inside of the chassis (2) to remove it. Be sure not to scrape the card against other components.
  • Page 38 If you are removing a PCI Express x16 card, pull the retention arm on the back of the expansion socket away from the card (1) and carefully rock the card back and forth until the connectors pull free from the socket. Lift the card straight up (2), and then away from the inside of the chassis (3) to remove it.
  • Page 39 Rotate the slot cover retention latch back in place to secure the expansion card. Connect external cables to the installed card, if needed. Connect internal cables to the system board, if needed. Expansion card...

  • Page 40: Drives

    Drives For a list of available drives, see Drives on page Drive positions Drive positions 3.5-inch secondary hard drive bay 3.5-inch primary hard drive bay 2.5-inch hard drive bay 9.5 mm slim optical drive bay NOTE: The drive configuration on your computer may be different than the drive configuration shown above.

  • Page 41: Removing A 9.5 Mm Slim Optical Drive

    Removing a 9.5 mm slim optical drive CAUTION: All removable media should be taken out of a drive before removing the drive from the computer. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21).

  • Page 42: Installing A 9.5 Mm Slim Optical Drive

    Installing a 9.5 mm slim optical drive Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). If you are installing a slim optical drive in a bay covered by a bezel blank, remove the front bezel and then remove the bezel blank.

  • Page 43: Removing A 3.5-Inch Hard Drive

    Connect the power cable (1) and data cable (2) to the rear of the drive. Connect the opposite end of the data cable to one of the light blue SATA connectors on the system board labeled SATA1, SATA2, or SATA3. NOTE: Refer to System board connections on page 24...
  • Page 44 Disconnect the power cable (1) and data cable (2) from the rear of the hard drive. Pull the release lever next to the rear of the hard drive outward (1). While pulling the release lever out, lift the rear of the drive up (2), and then slide the front of the drive back and lift it out of the bay (3). Chapter 4 Removal and replacement procedures –...
  • Page 45 Remove the four mounting screws (two on each side) from the old drive. You will need these screws if you install a new drive. Drives...

  • Page 46: Installing A 3.5-Inch Hard Drive

    If replacing a 3.5-inch hard drive, transfer the mounting screws from the old hard drive to the new hard drive. If you are adding a second 3.5-inch hard drive, you can purchase extra mounting screws from HP. Install four silver-and-blue 6-32 mounting screws (two on each side of the drive).
  • Page 47 – Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws through the underside of the bracket and into the drive. Drives...
  • Page 48 Install four 6-32 silver-and-blue mounting screws in the adapter bracket (two on each side of – the bracket). Align the mounting screws on the front of the hard drive with the slots on the drive cage and press the front of the drive down and forward into the bay (1). Then press the rear of the drive down into the drive bay (2) to lock it in place.

  • Page 49: Hard Drive Cage

    Connect the power cable (1) and data cable (2) to the rear of the hard drive. NOTE: If the 3.5-inch hard drive is the primary drive, connect the other end of the data cable to the dark blue SATA connector on the system board labeled SATA0. If it is a secondary hard drive, connect the other end of the data cable to one of the light blue SATA connectors on the system board.

  • Page 50: Removing A 2.5-Inch Hard Drive

    Removing a 2.5-inch hard drive Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Rotate the hard drive cage to its upright position (Hard drive cage on page 41). Disconnect the power cable (1) and data cable (2) from the rear of the hard drive.

  • Page 51: Installing A 2.5-Inch Hard Drive

    Install four black-and-blue M3 mounting screws (two on each side of the drive). NOTE: M3 metric mounting screws can be purchased from HP. When replacing a drive, transfer the four mounting screws from the old drive to the new drive.

  • Page 52: Removing And Installing An M.2 Ssd Storage Card

    Connect the power cable (1) and data cable (2) to the rear of the hard drive. NOTE: If the 2.5-inch hard drive is the primary drive, connect the other end of the data cable to the dark blue SATA connector on the system board labeled SATA0. If it is a secondary hard drive, connect the other end of the data cable to one of the light blue SATA connectors on the system board.
  • Page 53 To remove an M.2 SSD card, remove the screw that secures the card (1), lift the end of the card up (2), and then slide the card out of the system board connector (3). To install an M.2 SSD card, slide the pins on the card into the system board connector while holding the card at approximately a 30°...

  • Page 54: Wlan Module

    WLAN module The WLAN module installs into a connector on the system board. For a list of available WLAN modules, see Boards, cards, and ports on page To remove the WLAN module: Prepare the computer for disassembly (Preparation for disassembly on page 20).

  • Page 55: Air Duct

    Air duct The air duct sits over the fan sink. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Remove the power supply cable from the clips in the air duct. Pull the tabs on the duct away from each other (1), and then lift the duct up to gain access to the cable routing clip at the bottom of the duct (2).
  • Page 56 Remove the power supply cable and hood sensor cable from the clip near the bottom of the duct, and then remove the duct from the computer. To install the aid duct, reverse the removal procedure. Chapter 4 Removal and replacement procedures – small form factor (SFF) chassis...

  • Page 57: Power Supply

    Computer major components on page WARNING! To reduce potential safety issues, only the power supply provided with the computer, a replacement power supply provided by HP, or a power supply purchased as an accessory from HP should be used with the computer. WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet.
  • Page 58 Push the release lever at the front of the power supply (1), slide the power supply forward, and then remove it from the chassis (2). To install the power supply, reverse the removal procedure. CAUTION: When installing the power supply cables, make sure they are properly positioned so they are not pinched by the drive cage.

  • Page 59: Fan Sink

    Fan sink CAUTION: The bond between the fan sink and the processor may be very tight. If the computer will power on, before removing the fan sink, turn on the computer until it warms the fan sink. Warming the heat sink lessens the bond between the fan sink and the processor, thereby making separating them easier.
  • Page 60 Lift the fan sink from atop the processor and set it on its side to keep from contaminating the work area with thermal grease. When reinstalling the fan sink, make sure that its bottom has been cleaned with an alcohol wipe and fresh thermal grease has been applied to the top of the processor.

  • Page 61: Processor

    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://www8.hp.com/us/en/support-drivers.html. Processor...

  • Page 62: Antennas

    Antennas The antennas route from the WLAN module to the front and the rear of the computer. To replace the antennas: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21).
  • Page 63 From the inside, rear of the computer, press the tab that secures the antenna cover to the computer. From the outside, rear of the computer, rotate the cover downward and off the computer. Antennas...
  • Page 64 From the rear of the computer, remove the Torx T15 screw that secures the antenna to the computer. Pull the antenna cable out through the hole in the chassis. Reverse the removal procedure to install the WLAN antennas and transceivers. Chapter 4 Removal and replacement procedures –...

  • Page 65: Option Port Board

    Option port board For a list of available option port boards, see Boards, cards, and ports on page An option port board can be installed near the back of the system board that provides an additional connector on the rear I/O panel. NOTE: The image in this section shows an HDMI port expansion board.

  • Page 66: Hood Lock

    Hood lock The hood lock is attached to the rear of the chassis. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). On the rear of the computer, remove the security screw that secures the lock. NOTE: The security screw requires a special security wrench to remove.

  • Page 67: Hood Sensor

    Hood sensor The hood sensor is attached to the rear of the chassis. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Remove the air duct (Air duct on page 47).

  • Page 68: Card Reader

    Card reader The card reader is attached to the front of the rotating drive cage. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Remove the front bezel (Front bezel on page 21).
  • Page 69 From the outside, front of the chassis, remove the Torx T15 screw (1) that secures the card reader, and then slide the card reader out the front of the chassis (2). To install the card reader, reverse the removal procedures. Card reader...

  • Page 70: Speaker

    Speaker The speaker is attached to the front of the rotating drive cage. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Remove the front bezel (Front bezel on page 21).
  • Page 71 Speaker...

  • Page 72: System Board

    System board NOTE: All system board spare part kits include replacement thermal material. NOTE: System board appearance may vary. Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 21). Remove the air duct (Air duct on page 47).

  • Page 73: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component PWRCPU White 4-pin processor power SPKR White Speaker HSENSE White Hood sensor PSWD Green Clear system passwords HLCK Black Hood lock Black M.2 solid-state drive CPUFAN White Processor fan White 6-pin main power...

  • Page 74: Changing From Desktop To Tower Orientation

    The Small Form Factor computer can be used in a tower orientation with an optional tower stand that can be purchased from HP. NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower stand. Prepare the computer for disassembly (Preparation for disassembly on page 20).

  • Page 75: 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 76 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 77: 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 78 Show test logs ● Language selection 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. ●...

  • Page 79: Computer Setup-Security

    Table 5-1 Computer Setup—Main (continued) Option Description Apply Custom Defaults Applies the custom default settings to the computer after rebooting. Does not apply to options in the and Exit Security menu. Apply Factory Defaults Restores the factory system configuration settings to the computer after rebooting. Does not apply to and Exit options in the Security menu.
  • Page 80 Table 5-2 Computer Setup—Security (continued) Option Description 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 ●...

  • Page 81: 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 82 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading 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.
  • Page 83 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled. Virtualization Technology for Directed I/O (VTd) (Intel only) Controls virtualization DMA remapping features of the chipset.
  • Page 84 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Interrupt B Lets you specify the address. Default is enabled. Lets you disable the following ports (default is enabled): ● SATA connectors ● Front USB ports ● Rear USB ports ●...
  • Page 85 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading 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.

  • Page 86: Computer Setup-Uefi Drivers

    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 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 (F10) Utility before Restore is needed.

  • Page 87: 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 88: Helpful Hints

    If it becomes necessary to call for technical assistance, be prepared to do the following to ensure 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. ●...

  • Page 89: Solving General Problems

    ● 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.
  • Page 90 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 91 Poor performance. Cause Solution Low on memory. Add more memory. Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory Restart the computer. back to the system. Virus resident on the hard drive. Run virus protection program. Too many applications running.
  • Page 92 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 seconds. If the hard drive LED turns white, then: 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 93: 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 94: 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 95 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 96: Solving Media Card Reader Problems

    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 Either format the media card in the digital camera or select FAT greater than 32MB with the FAT32 format.

  • Page 97: Solving Display Problems

    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 Wait a few seconds so that the operating system can recognize reader was just installed into the computer and you are turning the reader and the available ports, and then recognize the media the PC on for the first time.
  • Page 98 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. Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.
  • Page 99 Monitor does not function properly when used with energy saver features. Cause Solution Monitor without energy saver capabilities is being used with Disable monitor energy saver feature. energy saver features enabled. Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
  • Page 100 “No Connection, Check Signal Cable” displays on screen. Cause Solution Monitor video cable is disconnected. Connect the video cable between the monitor and computer. CAUTION: Ensure that the computer power is off while connecting the video cable. “Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the...

  • Page 101: Solving Audio Problems

    Solution with the synchronization, go to the following Web site, 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). Reseat the graphics card. Replace the graphics card.
  • Page 102 Sound does not come out of the speaker or headphones. Cause Solution 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 may be connected to the wrong jack.

  • Page 103: Solving Printer Problems

    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...

  • Page 104: Solving Keyboard And Mouse Problems

    Printer will not turn on. Cause Solution The cables may not be connected properly. Reconnect all cables and check the power cord and electrical outlet. Printer prints garbled information. Cause Solution The correct printer driver for the application is not installed. Install the correct printer driver for the application.
  • Page 105 Keyboard commands and typing are not recognized by the computer. Cause Solution CAUTION: When attempting to resume from Sleep date, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.

  • Page 106: 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 107: Solving Network Problems

    DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4 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 108 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. Check cabling and network equipment for proper connection. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
  • Page 109 Table 6-2 Solving Network Problems (continued) Diagnostics passes, but the computer does not communicate with the network. Cause Solution To access Control Panel in Windows 7, click Start, and then select Control Panel. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel from the list of applications.

  • Page 110: 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 111: Solving Cd-Rom And Dvd Problems

    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 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.
  • Page 112 Drive not found (identified). Cause Solution 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 Run the Computer Setup utility and ensure Device Available is Computer Setup.

  • Page 113: Solving Usb Flash Drive Problems

    CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution 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. Use Device Manager to remove or uninstall the device.
  • Page 114 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 >...

  • Page 115: Solving Front Panel Component Problems

    Solving front panel component problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.
  • Page 116 Unable to connect to the Internet. Cause Solution In the Browsing history section on the General tab, click the Delete button. Select the Cookies check box and click the Delete button. Windows 10: Type control panel in the taskbar search box, and then select Control Panel from the list of applications.

  • Page 117: Solving Software Problems

    ● 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 118: 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 119 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 120 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.) 112 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes...
  • Page 121 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 122 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 123: 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 124 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. ● ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ●...

  • Page 125: 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 126 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 127: 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 128: 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 129 Select Identify now to let HP automatically detect your product. Select your computer, and then select your operating system. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want. Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 121...

  • Page 130: 10 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 131: 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 132: Restore And Recovery

    122. ● 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. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information from the HP website.

  • Page 133: Using The Hp Recovery Partition (Select Products Only)

    Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly.

  • Page 134: 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 135: Removing The Hp Recovery Partition (Select Products Only)

    Removing the HP Recovery partition (select products only) HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space. IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or create HP recovery media from the HP Recovery partition.

  • Page 136: Guidelines

    Creating recovery media with HP Recovery Disc Creator HP Recovery Disc Creator is a software program that offers an alternative way to create recovery media. After you successfully set up the computer, you can create recovery media using HP Recovery Disc Creator. This recovery media allows you to reinstall your original operating system as well as select drivers and applications if the hard drive becomes corrupted.

  • Page 137: Performing A System Recovery

    ● Store personal files in the Documents library, and back it up regularly. Back up templates that are stored in their associated directories. ● ● Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your settings.

  • Page 138: Using F11 Recovery Tools (Select Products Only)

    The recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory. Software not installed at the factory must be reinstalled.

  • Page 139: Using Windows 7 Operating System Media

    Windows 7 operating system DVD to reboot the computer and repair the operating system. To order a Windows 7 operating system DVD, go to the HP website. For U.S. support, go to http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/...

  • Page 140: Appendix A Battery Replacement

    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 141 Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position. Type 2 To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). To insert the new battery, slide one edge of the replacement battery under the lip of the holder with the positive side up.
  • Page 142 Insert the new battery and position the clip back into place. NOTE: After the battery has been replaced, use the following steps to complete this procedure. Replace the computer access panel. Plug in the computer and turn on power to the computer. Reset the date and time, your passwords, and any special system setups using Computer Setup.

  • Page 143: Appendix B 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 144: 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 145: Appendix C 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 146 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 147: 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 148 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. 140 Appendix C Statement of memory volatility...

  • Page 149: 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 150: 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 151: Appendix D Specifications

    Specifications SFF Specifications Table D-1 Specifications Chassis (in the desktop position) 3.74 in 95 mm Height 10.63 in 270 mm Width 11.65 in 296 mm Depth Approximate Weight 9.92 lb 4.5 kg Weight Supported (maximum distributed load in desktop position) 77 lb 35 kg Temperature Range...

  • Page 152: Index

    60 removal and replacement 59 F10 Setup cautions HP PC Hardware Diagnostics (UEFI) access problem 81 AC power 12 using 120 f11 recovery 130 cables 17 HP Recovery Disc Creator, using 128 cooling fan 16 144 Index...
  • Page 153 125 overheating, prevention 14 Internet access problems 107 supported discs 123 system 124 USB flash drive 125 password keyboard using HP Recovery media 123 administrator 117 cleaning 15 recovery media clearing 117 keyboard problems 96 creating 122 power-on 117...
  • Page 154 speaker 62 supported discs, recovery 123 system board 64 system board removing illustrated 5 2.5-inch hard drive 42 removal and replacement 64 battery 132 SATA connectors 18 bezel blanks 22 system board connections 24 dust filter 23 system memory, removing personal expansion card 28 data from volatile 137 M.2 SSD card 44...

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