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HP ProDesk 405 G4 Small Form Factor Maintenance And Service Manual

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Maintenance and Service Guide
HP ProDesk 405 G4 Small Form Factor (SFF)
Business PC

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Summary of Contents for HP ProDesk 405 G4 Small Form Factor

  • Page 1 Maintenance and Service Guide HP ProDesk 405 G4 Small Form Factor (SFF) Business PC...
  • Page 2 To access the latest computer, you agree to be bound by the terms owned by its proprietor and used by HP Inc. user guide, go to http://www.hp.com/support, of the HP End User License Agreement (EULA). If under license.
  • 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 ................................3 2 Illustrated parts catalog ................................... 4 Computer major components ..............................4 Cables and adapters ................................6 Drives ......................................
  • Page 6 SMART ATA drives ................................... 15 Cable management ................................16 4 Removal and replacement procedures .............................. 17 Preparation for disassembly ..............................17 Access panel ................................... 18 Front bezel ....................................19 Slim optical drive bezel blank .............................. 20 Front bezel dust filter ................................21 Drive cage ....................................
  • Page 7 Clearing and resetting the BIOS ............................107 9 Using HP PC Hardware Diagnostics ..............................108 Using HP PC Hardware Diagnostics Windows (select products only) ................. 108 Downloading HP PC Hardware Diagnostics Windows ................108 Downloading the latest HP PC Hardware Diagnostics Windows version ......108 Downloading HP Hardware Diagnostics Windows by product name or number (select products only) ........................
  • Page 8 Using HP PC Hardware Diagnostics UEFI ......................... 109 Starting HP PC Hardware Diagnostics UEFI ....................109 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ............ 110 Downloading the latest HP PC Hardware Diagnostics UEFI version ........110 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) ..........................
  • Page 9 Appendix D Specifications ..................................129 Index ........................................... 130...

  • Page 11: 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 12: Front Panel Components

    NOTE: The USB port with HP Sleep and Charge provides current to charge a device such as a smart phone. The charging current is available whenever the power cord is connected to the system, even when the system is off.

  • Page 13: Rear Panel Components

    Power cord connector NOTE: Your model may have additional optional ports available from HP. When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and/or the integrated graphics on the system board may be used. The specific graphics card installed and software configuration will determine the behavior.

  • Page 14: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components Item Description System board for use with Ryzen™ PRO processors (includes replacement thermal material) Front bezel Dust filter Access panel Power supply (180 W) Heat sink (includes replacement thermal material) Processor AMD Ryzen 5 PRO 2400G AMD Ryzen 3 PRO 2200G Memory modules (UDIMM, PC4-2666, NECC) 16 GB...
  • Page 15 HDMI option board DisplayPort option board VGA option board USB Type-C option board Parallel port, PCIe card 2nd serial port Card reader assembly Stand Power cord Optical drive bezel HP USB Type-C to USB Type-A hub Fan duct Computer major components...

  • Page 16: Cables And Adapters

    Cables and adapters Item Description SATA drive power cable SATA data cable, 5.7 inch, 2 straight ends SATA data cable, 7.5 inch, 2 straight ends DVI cable, 1.8 m Internal wireless antennas Antenna cover Adapters DisplayPort to HDMI 2.0 DisplayPort to VGA DisplayPort to DVI USB to serial USB Type-C to USB 3.0...

  • Page 17: Mouse And Keyboards

    BD Blu-ray writer drive DVD±RW drive DVD-ROM drive Mouse and keyboards Description Mouse USB, healthcare, wired USB, antimicrobial USB/PS2 Washable USB, Hardened USB, optical PS/2, optical USB, laser HP USB Premium USB/PS2 washable Keyboards Washable, USB PS2 USB, unbranded Mouse and keyboards...
  • Page 18 Description USB, essential Conferencing USB, slim Wireless, with mouse USB, slim, smartcard Antimicrobial USB, slim, gray USB, collaboration Wireless, collaboration USB, wired, healthcare Premium, wireless USB, Katydid Chapter 2 Illustrated parts catalog...

  • 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. IMPORTANT: When the computer is plugged into an AC power source, voltage is always applied to the system board.

  • Page 20: 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 21: 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 1 MΩ +/- 10% resistance ●...

  • Page 22: Routine Care

    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; apply any liquids to a clean cloth and then use the cloth on the component. Always unplug the computer when cleaning with liquids or damp cloths.

  • Page 23: Cleaning The Monitor

    IMPORTANT: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are improperly removed or installed, the keyboard may not function properly. Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be ●...

  • Page 24: 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 25: Sata Hard Drives

    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 26: 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 ●...

  • Page 27: Removal And Replacement Procedures

    Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. Preparation for disassembly Routine care, SATA drive guidelines, and disassembly preparation on page 9 for initial safety procedures.

  • Page 28: Access Panel

    Access panel Prepare the computer for disassembly (Preparation for disassembly on page 17). Slide the access panel release lever to the right (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 29: Front Bezel

    Front bezel Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Lift up the four tabs on the top of the bezel (1), and then rotate the bezel off the chassis (2). To install the front bezel, 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...

  • Page 31: Front Bezel Dust Filter

    Some models are equipped with an optional front bezel dust filter. You must periodically clean the dust filter so that the dust collected on the filter does not impede air flow through the computer. 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 17).

  • Page 32: Drive Cage

    Drive cage You must remove the drive cage to access the components underneath. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Remove the front bezel (Front bezel on page 19).

  • Page 33: System Board Connections

    System board connections See 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 X16PCIEXP black Expansion card PCI Express x1 X1PCIEXP black Expansion card Battery BATTERY black...

  • Page 34: 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 35: Removing And Installing Dimms

    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 36 To remove a memory module, open both latches of the memory module socket (1), and then remove the memory module from the socket (2). To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2).

  • Page 37: Expansion Card

    Expansion card For a list of available expansion cards, see the Computer major components on page The computer has one PCI Express x1 expansion socket and one PCI Express x16 expansion socket. NOTE: The PCI Express sockets support only low profile cards. You can install a PCI Express x1, x4, x8, or x16 expansion card in the PCI Express x16 socket.
  • Page 38 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) then away from the inside of the chassis (2) to remove it. Be sure not to scrape the card against other components. Chapter 4 Removal and replacement procedures...
  • Page 39 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) then away from the inside of the chassis (3) to remove it. Be sure not to scrape the card against other components.
  • Page 40 To install a new expansion card, hold the card just above the expansion socket on the system board then move the card toward the rear of the chassis (1) so that the bottom of the bracket on the card slides into the small slot on the chassis.

  • Page 41: Drives

    Drives For a list of available drives, see Drives on page Drive positions Drive positions 3.5 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. Installing and removing drives When installing drives, follow these guidelines: The primary Serial ATA (SATA) hard drive must be connected to the dark-blue primary SATA connector on...

  • Page 42: Removing A 9.5 Mm Slim Optical Drive

    Removing a 9.5 mm slim optical drive IMPORTANT: Take out all removable media from a drive before removing the drive from the computer. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18).

  • Page 43: 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 17). Remove the access panel (Access panel on page 18). If you are installing a slim optical drive in a bay covered by a bezel blank, remove the front bezel (Front bezel on page 19) and then remove the bezel blank...

  • Page 44: Removing A 3.5 Inch Hard Drive

    Connect the power cable and data cable 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 or SATA2. NOTE: See the System board connections on page 23 for an illustration of the system board drive connectors.

  • Page 45: Installing A 3.5 Inch Hard Drive

    NOTE: 6/32 mounting screws can be purchased from HP. If you are replacing a drive, transfer the mounting screws from the old drive to the new drive. Install four silver and blue 6/32 mounting screws (two on each side of the drive).
  • Page 46 ● You can also install a 2.5 inch hard drive into a 3.5 inch drive bay using an adapter bracket similar to the example shown below. Slide the 2.5 inch drive into the 3.5 inch adapter bracket. – Chapter 4 Removal and replacement procedures...
  • 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. Install four 6/32 silver and blue mounting screws in the adapter bracket (two on each side of –...

  • Page 48: Removing And Installing An M.2 Ssd Storage Card

    Align the mounting screws with the slots on the drive cage. Lower the drive into the drive cage, and then slide it back to secure it in place. Connect the power cable and data cable to the rear of the hard drive. If installing a new drive, connect the opposite end of the data cable to the appropriate system board connector.
  • Page 49 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 50: Fan

    The fan is secured to the top of the heat sink with three Phillips screws. The fan and heat sink are spared separately. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18).

  • Page 51: Heat Sink

    Heat sink IMPORTANT: The bond between the heat sink and the processor may be very tight. If the computer will turn on, before removing the heat sink, turn on the computer until it warms the heat sink. Warming the heat sink lessens the bond between the heat sink and the processor, thereby making separating them easier.

  • Page 52: 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. Chapter 4 Removal and replacement procedures...

  • Page 53: Wlan Module

    WLAN module The WLAN module installs into a connector on the system board. For a list of available WLAN modules, see the Computer major components on page To remove the WLAN module: Prepare the computer for disassembly (Preparation for disassembly on page 17).

  • Page 54: Power Supply

    Power supply 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 55 Push the release lever at the front of the power supply (4), slide the power supply forward, and then remove it from the chassis (5). To install the power supply, reverse the removal procedure. IMPORTANT: When installing the power supply cables, be sure they are properly positioned so that they are not pinched by the drive cage.

  • Page 56: Option Port Board

    Option port board For a list of available option port boards, see the Computer major components on page An option port board can be installed under the heat sink near the back of the system board that provides an additional connector on the rear I/O panel. To remove the option port board: Prepare the computer for disassembly (Preparation for disassembly on page...

  • Page 57: 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 17). Remove the access panel (Access panel on page 18). Remove the drive cage (Drive cage on page 22).

  • Page 58: Card Reader

    Card reader The card reader is attached to the front of the computer. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Remove the front bezel (Front bezel on page 19).

  • Page 59: Speaker

    Speaker The speaker is attached to the front of the rotating drive cage. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Remove the front bezel (Front bezel on page 19).

  • Page 60: Antennas

    Antennas The antennas route from the WLAN module to the front and the rear of the computer. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Remove the front bezel (Front bezel on page 19).
  • Page 61 On the inside of the chassis, remove the rear antenna cable from the routing path in the chassis wall. On the rear of the computer, press the tabs on each side of the antenna cover (1), and then rotate the cover downward and off the computer (2).
  • Page 62 Remove the Phillips screw (1), peel the antenna off the computer, and then pull the cable through the hole in the chassis (2). Reverse the removal procedure to install the WLAN antennas and cables. Chapter 4 Removal and replacement procedures...

  • Page 63: System Board

    System board NOTE: All system board spare part kits include replacement thermal material. Prepare the computer for disassembly (Preparation for disassembly on page 17). Remove the access panel (Access panel on page 18). Remove the fan (Fan on page 40). Remove the heat sink (Heat sink on page 41).
  • Page 64 Remove the eight Torx T15 screws that secure the system board to the chassis. Slide the system board toward the front of the computer to disengage the I/O panel (1), and then lift the rear of the system board upward and away from the under the drive cage (2). When reinstalling the system board, insert the front of the system board into the front slot, and then push the board back so the rear connectors insert into the rear panel.

  • Page 65: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component PWRCPU White 4-pin processor power White 6-pin main power PROCESSOR White Processor SATA PWR0 Black Drives CPUFAN White Processor fan SD RDR Black Card reader DIMM4 Black Memory module SATA2 Light blue...

  • Page 66: 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 17).

  • 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. If you have made changes that you do not want applied, select Ignore 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...
  • Page 70 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 71: 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 and Exit the Security menu. Apply Factory Defaults and Restores the factory system configuration settings to the computer after rebooting. Does not apply to Exit options in the Security menu.
  • Page 72 Only select Manual in situations in which forensic analysis is to be performed before HP Sure Start Recovery. When this policy is set to manual, HP Sure Start will not correct any issues that are found until the manual recovery key sequence is entered by the local user. This can result in a system that is unable to boot after inputting the manual recovery key sequence.
  • Page 73 Table 5-2 Computer Setup—Security (continued) Option Description NOTE: Notify user alerts the user with a POST error on the first boot after the sensor detects removal of the cover. If the password is set, Administrator Password requires that the password be entered to boot the computer if the sensor detects that the cover has been removed.

  • Page 74: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock. Enable DriveLock. Sets the drive’s user password and enables DriveLock. ● Secure Erase Lets you select a hard drive to completely erase. Once a hard drive has been erased with a program that utilizes Secure Erase firmware commands, no file recovery program, partition recovery program, or other data recovery method will be able to extract data from the drive.
  • Page 75 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system image. UEFI boot sources always have precedence over legacy boot sources.
  • Page 76 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading PCI Express Slot x (enable/disable) Lets you disable individual expansion slots. Default is enabled. M.2 WLAN/BT Lets you disable the wireless module slot. Default is enabled. M.2 SSD Lets you disable the M.2 solid-state drive slot. Default is enabled. Allow PCIe/PCI SERR# Interrupt (enable/disable) Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity errors, and critical errors other than parity.
  • Page 77 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Lets you specify the address. Default is enabled. Interrupt A/B Lets you specify the address. Default is enabled. Lets you disable the following ports (default is enabled): ● SATA connectors ●...
  • Page 78 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading 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 79: 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 80: 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 the Business Support Center (BSC) at http://www.hp.com/go/bizsupport...

  • Page 81: 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 82: 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 83 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 84 Poor performance. Cause Solution 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. Close unnecessary applications to free up memory. Add more memory.
  • Page 85 System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution the appropriate voltage. Proper voltage setting depends on your region. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.

  • Page 86: 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 rear Select the proper AC voltage using the selector switch. of computer chassis (some models) not switched to correct line voltage (115V or 230V).

  • Page 87: Solving Hard Drive Problems

    Solving hard drive problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on a drive, select Properties, and then select the Tools tab.
  • Page 88 Nonsystem disk/NTLDR missing message. Cause Solution select the File Backup Program option, and then restore the system. Install system files for the appropriate operating system. Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry in the Advanced >...

  • Page 89: 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 file greater than 32MB with the FAT32 format.

  • Page 90: 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 Wait a few seconds so that the operating system can recognize the 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 91 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 92 Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card (if applicable) or video connector and the monitor. Blurry video or requested resolution cannot be set.
  • Page 93 To download a SoftPaq that will assist you 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 94: 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. Headset microphone connected to the front is not working or is very quiet. Cause Solution The front Headset connector supports CTIA (Cellular Telephone Make sure that a CTIA style headset is being used or use an OMTP Industries Association) style headsets and not OMTP (Open Mobile...
  • Page 95 Sound does not come out of the speaker or headphones. Cause Solution Some applications can select which audio output device is used. Make sure the application has selected the correct audio device. The operating system controls may be set to use a different audio Set the operating system to use the correct audio device.

  • Page 96: 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 be sure it is online.

  • Page 97: 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. A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no function of mouse/keyboard and external drive.

  • Page 98: Solving Hardware Installation Problems

    Mouse does not respond to movement or is too slow. Cause Solution CAUTION: When attempting to resume from Sleep state, 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 99: 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 100 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 101: 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 102 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. Chapter 6 Troubleshooting without diagnostics...

  • Page 103: Solving Cd-Rom And Dvd Problems

    Solving CD-ROM and DVD problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. System will not boot from CD-ROM or DVD drive. Cause Solution The device is attached to a SATA port that has been hidden in...
  • Page 104 Movie will not play in the DVD drive. Cause Solution Damaged media. Replace media. Movie rating locked out by parental lock. Use DVD software to remove parental lock. Media installed upside down. Reinstall media. Cannot eject compact disc (tray-load unit). Cause Solution Disc not properly seated in the drive.

  • Page 105: 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 106: Solving Front Panel Component Problems

    Solving front panel component problems If you encounter problems with devices connected to the front panel, see the common causes and solutions listed in the following table. A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.

  • Page 107: 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 108: 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 109 Control panel message Description Recommended action RTC (real-time clock) battery may need to the problem persists, replace the RTC battery. be replaced. See 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 110 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. 302-Hard Disk 2: SMART Hard Drive Detects Hard drive is about to fail. (Some hard drives...
  • Page 111 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 112 Control panel message Description Recommended action 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently added, ▲ option ROM too large to download during POST. remove it to see if the problem remains. 41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated Reconnect or replace front USB cable.

  • Page 113: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 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. Overheating may occur if the cooling vents are blocked or the operating temperature exceeds the system specifications.
  • Page 114 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 115: 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.
  • Page 116 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. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before...

  • Page 117: 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 118: Using Hp Pc Hardware Diagnostics

    The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see the...

  • Page 119: Downloading Hp Hardware Diagnostics Windows By Product Name Or Number (Select Products Only)

    If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 120: Downloading Hp Pc Hardware Diagnostics Uefi To A Usb Flash Drive

    For some products, it may be necessary to download the software to a USB flash drive by using the product name or number. To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB flash drive: Go to http://www.hp.com/support.

  • Page 121: Downloading Remote Hp Pc Hardware Diagnostics Uefi

    Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.

  • Page 122: 10 Backing Up, Restoring, And Recovering

    Creating HP Recovery media (select products only) After you have successfully set up the computer, use HP Recovery Manager to create a backup of the HP Recovery partition on the computer. This backup is called HP Recovery media. In cases where the hard drive is corrupted or has been replaced, the HP Recovery media can be used to reinstall the original operating system.

  • Page 123: Using Hp Recovery Manager To Create Recovery Media

    The creation process can take an hour or more. Do not interrupt this process. ● If necessary, you can exit the program before you have finished creating all of the recovery media. HP ● Recovery Manager will finish the current DVD or flash drive. The next time you start HP Recovery Manager, you will be prompted to continue.

  • Page 124: Restoring And Recovery

    Recovering using HP Recovery Manager You can use HP Recovery Manager software 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).

  • Page 125: Recovering Using The Hp Recovery Partition (Select Products Only)

    Recovering using HP Recovery media If your computer does not have an HP Recovery partition or if the hard drive is not working properly, you can use HP Recovery media to recover the original operating system and software programs that were installed at the factory.

  • Page 126: Changing The Computer Boot Order

    BIOS where the computer looks for startup information. You can change the selection to an optical drive or a USB flash drive, depending on the location of your HP Recovery media. To change the boot order:...

  • Page 127: Appendix A Battery Replacement

    The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall socket. The lithium battery is only used when the computer is NOT connected to AC power. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
  • Page 128 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 (1). When the battery pops up, lift it out (2). 118 Appendix A Battery replacement...
  • Page 129 To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up (1). Push the other edge down until the clamp snaps over the other edge of the battery (2). Type 3 Pull back on the clip (1) that is holding the battery in place, and remove the battery (2).
  • Page 130 Reset the date and time, your passwords, and any special system setups using Computer Setup. Lock any security devices that were disengaged when the computer access panel was removed. 120 Appendix A Battery replacement...

  • Page 131: 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 132: Country-Specific Requirements

    Country-specific requirements Additional country-specific requirements are shown in parentheses and explained in the following table: 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 133: 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 134 Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. During the reboot, press while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen.

  • Page 135: Nonvolatile Memory Usage

    A utility is required for the Computer Setup (BIOS) or writing data to this a custom utility. memory and is available on the HP website; go to http://www.hp.com/ support. Select Find your product, and then follow Nonvolatile memory usage 125...
  • Page 136 Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make only) templates. enrollment in HP ProtectTools the call to write to Security Manager. the flash. 126 Appendix C Statement of memory volatility...

  • Page 137: 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 138: 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 139 Specifications Item Metric U.S. Dimensions Width 3.94 in 100 mm Depth 13.3 in 338 mm Height 12.13 in 308 mm Weight 19.82 lb 9.00 kg Max supported weight (desktop orientation) 77 lb 35 kg Temperature range Operating 41° to 113°F 5°...
  • Page 140 116 error illustrated 5 booting options codes 98, 103 removal and replacement 47 Full Boot 98 messages 98 HP PC Hardware Diagnostics UEFI Quick Boot 98 expansion card downloading 110 installation 27 starting 109 cable management 16 removal 27...
  • Page 141 113 administrator 105 system 114 clearing 105 USB flash drive 115 keyboard power-on 105 using HP Recovery media 113 cleaning 12 POST error messages 98 recovery media keyboard problems 87 power cord set requirements creating using HP Cloud Recovery...
  • Page 142 secondary 3.5 inch hard drive 34 tools, servicing 13 slim optical drive 32 Torx T15 screwdriver 13 removing personal data from volatile tower orientation 56 system memory 123 resetting ventilation, proper 11 CMOS 105 password jumper 105 restoring 112 Windows backup 112 recovery media 112 safety and comfort 70...

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