HP Pro 3420 Maintenance & Service Manual
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HP Pro 3420 Maintenance & Service Manual

All-in-one business pc
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HP Pro 3420 All-in-One Business PC

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  • Page 1 Maintenance & Service Guide HP Pro 3420 All-in-One Business PC...
  • Page 2 Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.

  • Page 3: About This Book

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

  • Page 5: Table Of Contents

    Table of contents 1 Product Features ............................1 Overview .............................. 1 Front Components ..........................2 Rear Components ..........................3 2 Installing and Customizing the Software ...................... 4 Installing the Operating System ......................4 Downloading Microsoft Windows Updates ................... 4 Installing or Upgrading Device Drivers (Windows systems) ..............5 Accessing Disk Image (ISO) Files ......................
  • Page 6 Preventing Electrostatic Damage to Equipment ..............20 Personal Grounding Methods and Equipment ..............21 Grounding the Work Area ....................21 Recommended Materials and Equipment ................21 Operating Guidelines .......................... 22 Routine Care ............................23 General Cleaning Safety Precautions ................23 Cleaning the Computer Case ....................
  • Page 7 Hard Drive Cables and Connector ..................... 64 Speakers ............................66 System Board ............................. 68 Front Bezel ............................69 Display Panel ............................. 70 Appendix A Troubleshooting Without Diagnostics ..................74 Safety and Comfort ..........................74 Before You Call for Technical Support ....................74 Helpful Hints ............................
  • Page 8 Line-out Audio ..........................125 Appendix D Power Cord Set Requirements ....................126 General Requirements ........................126 Japanese Power Cord Requirements ....................126 Country-Specific Requirements ......................127 Appendix E Specifications ..........................128 All-in One Models ..........................128 Index ................................. 129 viii...

  • Page 9: Product Features

    Product Features Overview Figure 1-1 HP Pro 3420 All-in-One Business PC HP Pro 3420 All-in-One Business PC offers the following features: ● Integrated All-in-One form factor ● 20-inch diagonal widescreen LED HD+ anti-glare display (non-touch) ● Adjustable tilt stand ●...

  • Page 10: Front Components

    ● Up to 8 GB of DDR3 SDRAM supported, dual channel memory support ● Up to 2 TB hard drive ● HP Slim SATA 8X SuperMulti Drive ● 6-in-1 Media Card Reader ● USB Keyboard and Mouse ● ENERGY STAR® qualified (for Windows OS only), EPEAT® Silver registered (where applicable/ supported) ●...

  • Page 11: Rear Components

    Rear Components Figure 1-3 Rear Components Table 1-2 Rear Components Component Component Power Button Line out LED Indicator (HDD activity) 4 USB 2.0 ports LED Indicator (Card reader activity) RJ 45/Ethernet 6-in-1 Media Card Reader Power Connector 2 USB 2.0 ports LED Indicator (DC-IN) MIC jack (IN) Lock slot...

  • Page 12: Installing And Customizing The Software

    If the computer was shipped with Windows Vista or Windows 7 loaded, you will be prompted to register the computer with HP Total Care before installing the operating system. You will see a brief movie followed by an online registration form. Fill out the form, click the Begin button, and follow the instructions on the screen.

  • Page 13: Installing Or Upgrading Device Drivers (Windows Systems)

    Corel WinDVD SD and BD – installation software for WinDVD – used to play DVD movies ● HP Insight Diagnostics OR Vision Diagnostics – software to perform diagnostic activities on your Protecting the Software To protect the software from loss or damage, keep a backup copy of all system software, applications, and related files stored on the hard drive.

  • Page 14: Computer Setup (F10) Utility

    Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: ● Change factory default settings. ● Set the system date and time. ● Set, view, change, or verify the system configuration, including settings for processor, graphics, memory, audio, storage, communications, and input devices.

  • Page 15: Using Computer Setup (F10) Utilities

    ● Solve system configuration errors detected but not automatically fixed during the Power-On Self- Test (POST). ● Replicate the system setup by saving system configuration information on a USB flash drive and restoring it on one or more computers. ● Execute self-tests on a specified ATA hard drive (when supported by drive).
  • Page 16 Table 3-1 Computer Setup—File (continued) System Information Lists: ● Product name ● SKU number (some models) ● Processor type/speed/stepping ● Cache size (L1/L2/L3) ● Installed memory size/speed, number of channels (single or dual) (if applicable) ● Integrated MAC address for embedded, enabled NIC (if applicable) ●...

  • Page 17: Computer Setup-Storage

    Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-2 Computer Setup—Storage Option Description Device Configuration Lists all installed BIOS-controlled storage devices. When a device is selected, detailed information and options are displayed. The following options may be presented: Hard Disk: Size, model, firmware, serial number, connector color, SMART, translation mode.
  • Page 18 Table 3-2 Computer Setup—Storage (continued) DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System (DPS) self-tests. NOTE: This selection will only appear when at least one drive capable of performing the DPS self-tests is attached to the system.

  • Page 19: Computer Setup-Security

    Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-3 Computer Setup—Security Option Description Setup Password Allows you to set and enable a setup (administrator) password. NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and make changes to certain plug and play settings under Windows.
  • Page 20 Table 3-3 Computer Setup—Security (continued) ◦ USB Port 3 ◦ USB Port 4 ● internal USB Ports ◦ USB Port 1 ◦ USB Port 2 ◦ USB Port 3 ◦ USB Port 10 Slot Security Allows you to disable or enable the PCI Express x1 slot. Default is enable. Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.
  • Page 21 Table 3-3 Computer Setup—Security (continued) System Security Data Execution Prevention (some models) (enable/disable) - Helps prevent operating system (some models: these security breaches. Default is enabled. options are hardware PAVP (Models with Blu-ray drives) (disabled/min/max) - PAVP enables the Protected Audio Video dependent) Path in the Chipset.

  • Page 22: Computer Setup-Power

    Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-4 Computer Setup—Power Option Description ● OS Power Runtime Power Management— Enable/Disable. Allows certain operating systems to reduce Management processor voltage and frequency when the current software load does not require the full capabilities of the processor.

  • Page 23: Computer Setup-Advanced

    F11 = Recovery during POST. Disabling the feature prevents the text from being displayed. However, pressing F11 will still attempt to boot to the HP Backup and Recovery partition. See Factory Recovery Boot Support for more information. Default is disabled.
  • Page 24 Table 3-5 Computer Setup—Advanced (continued) Device Options Allows you to set: ● Turbo Mode (enable/disable). Allows you to enable and disable the Intel Turbo Mode feature, which allows one core of the system to run at a higher than standard frequency and power if other cores are idle.

  • Page 25: Serial Ata (Sata) Drive Guidelines And Features

    3.0 Gb/s SATA Hard Drive Cables SATA Data Cable Always use an HP approved SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 3.0 Gb/s hard drives.

  • Page 26: Smart Ata Drives

    SMART ATA Drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers have built-in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as reallocated sector count, spin retry count, and calibration retry count.

  • Page 27: Routine Care, And Disassembly Preparation

    Routine Care, 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 28: Electrostatic Discharge Information

    Electrostatic Discharge Information A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly throughout a normal cycle.

  • Page 29: Personal Grounding Methods And Equipment

    ● Always be properly grounded when touching a sensitive component or assembly. ● Avoid contact with pins, leads, or circuitry. ● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam. Personal Grounding Methods and Equipment Use the following equipment to prevent static electricity damage to equipment: ●...

  • Page 30: Operating Guidelines

    ● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ●...

  • Page 31: 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 32: Cleaning The Monitor

    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 33: Cables And Connectors

    Batteries, battery packs, and accumulators should not be disposed of together with the general household waste. In order to forward them to recycling or proper disposal, please use the public collection system or return them to HP, their authorized partners, or their agents. Service Considerations...

  • Page 34: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components Item Description Spare part number Front bezel For use in models with a webcam 667106-001 For use in models without a webcam 667107-001 Display panel (20.5-inch, non-ZBD) 665474-001 Samsung 665473-001 665472-001 System board 665465-001 Rear cover 665478-001 Stand (not illustrated)

  • Page 35: Boards, Memory, Processors

    Boards, memory, processors Item Description Spare part number Converter 665466-001 WLAN modules HP WLAN combo 802.11b/g/n + Bluetooth 2.1 card 652279-001 802.11b/g/n (1x1) WLAN module 634906-001 Webcam module 665475-001 Webcam lens cover (not illustrated) 665769-001 Memory modules (PC3-10600, 1333-MHz; not illustrated)

  • Page 36: Mass Storage Devices (Not Illustrated)

    G440 (1.6 GHz, 1-MB L3 cache) 665467-001 Mass storage devices (not illustrated) Description Spare part number Optical drives HP SuperMulti DVD Writer Drive, LIghtScribe (includes bezel 595115-001 HP SuperMulti DVD Writer Drive, non-LightScribe (includes bezel) 657958-001 Hard drives 2-TB, 7200-rpm...

  • Page 37: Cables

    Cables Item Description Spare part number Antenna for use with WLAN module (not illustrated) 646806-001 Webcam cable 665729-001 Converter to system board 665727-001 Converter LG panels 665730-001 Samsung panels 665731-001 CMI panels 665732-001 Hard drive 665725-001 Optical drive 665726-001 LVDS 665728-001 Cables...

  • Page 38: Misc Parts

    Misc parts Item Description Spare part number 665469-001 Speakers, left and right 665476-001 Thermal module (heat sink) 665468-001 Power supply, 120W, external (not illustrated) 665470-001 Mouse (USB, optical; not illustrated) 596410-001 Mouse (wireless; not illustrated) 625685-001 Hard drive cage hardware kit (includes cage, rubber insert, grommets; not illustrated) 665770-001 Chapter 6 Illustrated parts catalog...

  • Page 39: Sequential Part Number Listing

    Intel Pentium Dual-Core processor, G850 (2.9-GHz, 3-MB L3 cache) 657958-001 HP SuperMulti DVD Writer Drive, non-LightScribe (includes bezel) 657959-001 HP SuperMulti DVD Writer Drive, 8x, non-LightScribe (does not include bezel) 665117-001 Intel Celeron processor, G540 (2.5-GHz, 2-MB L3 cache) 665119-001 Intel Celeron processor, G530 (2.4-GHz, 2-MB L3 cache)
  • Page 40 Spare part Description number 665466-001 Converter 665467-001 Intel Celeron processor, G440 (1.6-GHz, 1-MB L3 cache) 665468-001 Thermal module (heat sink) 665469-001 665470-001 Power supply, 120W, external 665472-001 Display panel, 20.5-inch, non-ZBD, LG 665473-001 Display panel, 20.5-inch, non-ZBD, Samsung 665474-001 Display panel, 20.5-inch, non-ZBD, CMI 665475-001 Webcam module 665476-001...

  • Page 41: Removal And Replacement Procedures All-In One (Aio) Chassis

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

  • Page 42: Rear Cover

    Rear Cover Description Spare part number Rear cover 665478-001 Remove the one main rear cover to access internal components To remove the rear cover: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33). Remove the two captive Phillips screws that secure the cover to the computer. Figure 7-1 Removing the rear cover screws Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis...
  • Page 43 On the bottom of the cover, press the release button (1), and then lift the cover off the computer (2). Figure 7-2 Removing the rear cover To replace the rear cover, reverse the removal procedures. Rear Cover...

  • Page 44: Stand

    Stand Description Spare part number Stand 665477-001 The stand is secured with four screws. Remove the screws from the inside of the rear cover to remove the stand. To remove the stand: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33).

  • Page 45: Webcam Module

    Webcam Module Description Spare part number Webcam module 665729-001 The webcam module is located at the top of the computer. It is secured with two screws and has one connector. Figure 7-4 Webcam module location To remove the webcam module: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page...
  • Page 46 Lift the webcam module as much as the cable allows (2). Figure 7-5 Removing the webcam module Disconnect the cable from the module. Figure 7-6 Removing the webcam module Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis...
  • Page 47 If you need to remove the webcam cable, remove the system board cover (see System Board Cover on page 49, remove the cable eyelet screw (1), disconnect the cable from the webcam module (2), and remove the cable from the routing path (3), and then disconnect the cable from the system board (4).

  • Page 48: Converter Board

    Converter Board Description Spare part number Converter board 665466-001 The converter board is located on the left side of the computer (viewed from behind). It is secured with two screws and has two connectors. When replacing a converter board or display panel, make sure the jumper on the converter board is set correctly for the display panel.
  • Page 49 Figure 7-8 Converter board location To remove the converter board: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33). Remove the rear cover (see Rear Cover on page 34). Disconnect the two cables from the board (1). NOTE: Be careful not to damage the cables when disconnecting them from the board.
  • Page 50 Remove the two Torx screws (2) that secure the board to the computer. Figure 7-9 Removing the converter board Lift the converter board from the computer. To install the converter board, reverse the removal procedures. The correct converter board jumper settings are stamped into the sheet metal on the computer next to the converter board.
  • Page 51 ◦ CJP1: pin 1 ● Samsung panel: ◦ CJP2: pin 5 ◦ CJP1: pin 2 Converter Board...

  • Page 52: Optical Drive

    Optical Drive Description Spare part number HP SuperMulti DVD Writer Drive, LIghtScribe (includes bezel) 595115-001 HP SuperMulti DVD Writer Drive, non-LightScribe (includes bezel) 657958-001 The optical drive is located on the left side of the computer (viewed from behind). It is secured with one captive screw.
  • Page 53 Push the drive out of the computer (2) to disconnect the drive from the connector, and then remove the drive from the computer. Figure 7-11 Removing the optical drive If you need to remove the bracket from the optical drive, remove the two screws (1) that secure the bracket to the drive, and then remove the bracket from the drive (2).
  • Page 54 If you need to remove the bezel from the optical drive, pull the right side of the bezel away from the front of the drive, and then rotate it away to remove it. Make note of the tabs that hold the bezel in place.

  • Page 55: Hard Drive

    Hard Drive Description Spare part number 2-TB, 7200-rpm 613210-001 2-TB, 5400-rpm 616608-001 1.5-TB, 7200-rpm 613209-001 1.5-TB, 5400-rpm 652272-001 1-TB 621418-001 750-GB 632938-001 500-GB 621421-001 320-GB 621420-001 250-GB 621419-001 The hard drive is located in the middle of the computer. The drive is secured with one captive screw and is housed in a removable cage.
  • Page 56 Grasp the handle on top of the hard drive cage (2), slide the cage toward the edge of the computer (3), then lift the cage out of the computer. Figure 7-15 Removing the hard drive cage assembly Remove the 4 mounting screws (1) that secure the hard drive to the hard drive cage. Do not remove the rubber grommets behind each screw.

  • Page 57: System Board Cover

    System Board Cover The system board cover protects the system board. It is secured with two screws. Figure 7-17 System board cover location To remove the system board cover: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33).
  • Page 58 Lift the connector side of the cover up to a 45-degree angle (2), and then lift the cover off the computer (3). Figure 7-18 Removing the system board cover To install the system board cover, reverse the removal procedures. When replacing the cover, note the tabs that fit into slots in the computer on the side opposite the screws.

  • Page 59: Memory

    Memory Description Spare part number 4 GB 646801-001 2 GB 646800-001 1 GB 647448-001 You must remove the system board cover to access the memory modules. The computer has two memory slots. Figure 7-20 Memory module location The computer comes with double data rate 3 synchronous dynamic random access memory (DDR3- SDRAM) small outline dual inline memory modules (SODIMMs).
  • Page 60 The DDR3-SDRAM SODIMMs must also: ● support CAS latency 9 DDR3 1333 MHz (9-9-9 timing) ● contain the mandatory Joint Electronic Device Engineering Council (JEDEC) specification In addition, the computer supports: ● 512-Mbit, 1-Gbit, and 2-Gbit non-ECC memory technologies ● single-sided and double-sided SODIMMS ●...

  • Page 61: Wlan Module

    WLAN Module Description Spare part number HP WLAN combo 802.11b/g/n + Bluetooth 2.1 card 652279-001 802.11b/g/n (1x1) WLAN module 634906-001 The WLAN module is secured with one screw and has one connected antenna. Figure 7-22 WLAN module location To remove the WLAN module:...
  • Page 62 Remove screw (2) that secures the module to the computer. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3) Figure 7-23 Removing the WLAN module NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. If you need to replace the WLAN antennas, remove them from the routing path built into the computer.
  • Page 63 Remove the screw that secures each antenna (only one shown in the following image) to the computer, and then remove the antennas from the computer. Figure 7-25 Removing the WLAN antennas To install the WLAN module or antennas, reverse the removal procedures. WLAN Module...

  • Page 64: Fan

    Description Spare part number 665469-001 The fan is located in the middle of the computer. It is secured with three screws. Figure 7-26 Fan location To remove the fan: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33).
  • Page 65 Remove the fan from the computer (3). Figure 7-27 Removing the fan assembly To install the fan, reverse the removal procedures.

  • Page 66: Heat Sink (Thermal Module)

    Heat Sink (Thermal Module) Description Spare part number Heat sink (thermal module) 665468-001 The heat sink is located at the top of the computer. It is mostly covered by the system board cover. It is secured with four captive screws near the processor and one non-captive screw on the opposite side near the fan.
  • Page 67 Lift the heat sink from the computer (6). Figure 7-29 Removing the heat sink To install a heat sink, reverse the removal procedures. Heat Sink (Thermal Module)

  • Page 68: Processor

    Processor Description Spare part number Intel Core i3 processors 2130 (3.4 GHz, 3-MB L3 cache) 665120-001 2120 (3.3 GHz, 3-MB L3 cache) 638629-001 2105 (3.1 GHz, 3-MB L3 cache) 655970-001 2100 (3.1 GHz, 3-MB L3 cache) 638628-001 Intel Pentium Dual-Core processors G860 (3.0-GHz, 3-MB L3 cache) 665123-001 G850 (2.9-GHz, 3-MB L3 cache)
  • Page 69 Carefully lift the processor from the socket (3). CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling them could cause irreparable damage. Once pins are damaged it may be necessary to replace the system board. CAUTION: The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor’s solder connections.

  • Page 70: Optical Drive Cables And Connector

    Optical Drive Cables and Connector Description Spare part number Optical drive connector cable 665726-001 The optical drive connector is secured with two screws, and one eyelet screw secures the cable to the computer. The connector has two cables that connect to the system board. Figure 7-31 Optical drive cable location To remove the optical drive connector:...
  • Page 71 Disconnect the optical drive power and data cables (4) from the system board. NOTE: Be careful not to damage the cables when disconnecting them from the board. Do not pull on the wires. Figure 7-32 Removing the optical drive connector Remove the connector from the computer.

  • Page 72: Hard Drive Cables And Connector

    Hard Drive Cables and Connector Description Spare part number Hard drive connector cable 665725-001 The hard drive connector is secured with two screws and has two cables that connect to the system board. Figure 7-33 Hard drive cable location To remove the hard drive connector: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page...
  • Page 73 Disconnect the hard drive power and data cables (2) from the system board. NOTE: Be careful not to damage the cable when disconnecting it from the board. Do not pull on the wires. Figure 7-34 Removing the hard drive connector Remove the connector from the computer.

  • Page 74: Speakers

    Speakers Description Spare part number Speakers 665476-001 The speakers are located at the bottom of the computer. Two separate speakers are each secured by two screws. The speaker cables combine into one connector to the system board. Figure 7-35 Speaker location To remove the speakers: Prepare the computer for disassembly (see Preparing to Disassemble the Computer...
  • Page 75 Remove the cables from the routing path built into the computer (3), and then lift the speakers from the computer (4). Figure 7-36 Removing the speakers To install the speakers, reverse the removal procedures. Speakers...

  • Page 76: System Board

    System Board Description Spare part number System board (includes replacement thermal material) 665465-001 The system board is secured with seven screws and is located under the system board cover. To remove the system board: Prepare the computer for disassembly (see Preparing to Disassemble the Computer on page 33).

  • Page 77: Front Bezel

    Front Bezel Description Spare part number Front bezel for use in models with a webcam 667106-001 Front bezel for use in models without a webcam 667107-001 The front bezel is located on the front of the computer and is secured to the display panel bracket with five screws.

  • Page 78: Display Panel

    Display Panel Description Spare part number Display panel, 20.5-inch, non-ZBD, CMI 665474-001 Display panel, 20.5-inch, non-ZBD, Samsung 665473-001 Display panel, 20.5-inch, non-ZBD, LG 665472-001 The display panel is secured to the display bracket with four screws. The location of the screws depends upon the display panel manufacturer.
  • Page 79 Remove the two screws that secure the display panel to the bracket. NOTE: The following images show screws on the sides of the display panel. Some panels have screws on the top and bottom, not on the sides. Figure 7-39 Removing the display panel screws Remove the two screws that secure the display panel to the bracket, and then disconnect the converter board cable from the display panel.
  • Page 80 Converter board jumper settings Position the jumper on the converter board based on the display panel installed. Place the jumper on the header on the converter board as follows: ● Samsung panel: ◦ CJP2: pin 6 ◦ CJP1: pin 1 ●...
  • Page 81 When replacing the display panel, flash the EDID (Extended display identification data) to the system board as follows: Copy the WJ5EDID folder to a DOS bootable USB flash drive. Copy the Autoexec.bat file from the WJ5EDID folder to the flash drive. Plug the flash drive into the computer.

  • Page 82: Appendix A Troubleshooting Without Diagnostics

    Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.” ● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 75 in this guide.

  • Page 83: Helpful Hints

    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/...
  • Page 84 button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is set to power on automatically as soon as power is restored in Computer Setup.

  • Page 85: Solving General Problems

    Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
  • Page 86 There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers). Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly.
  • Page 87 Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing). Cause Solution Processor thermal protection activated: Ensure that the computer air vents are not blocked and the processor cooling fan is running.

  • Page 88: Solving Power Problems

    Solving Power Problems Common causes and solutions for power problems are listed in the following table. Table A-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution Voltage selector switch on rear of computer chassis (some Select the proper AC voltage using the selector switch. models) not switched to correct line voltage (115V or 230V).

  • Page 89: Solving Diskette Problems

    Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table. NOTE: The computer does not support internal diskette drives. Only USB diskette drives are supported. NOTE: You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive.
  • Page 90 Table A-3 Solving Diskette Problems (continued) Diskette drive cannot write to a diskette. Cause Solution Not enough space is left on the diskette. Use another diskette. Delete unneeded files from diskette. Diskette is damaged. Replace the damaged disk. Cannot format diskette. Cause Solution Invalid media reported.
  • Page 91 “Invalid system disk” message is displayed. Cause Solution A diskette that does not contain the system files needed to When drive activity stops, remove the diskette and press the start the computer has been inserted in the drive. Spacebar. The computer should start up. Diskette error has occurred.

  • Page 92: Solving Hard Drive Problems

    Solving Hard Drive Problems Table A-4 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools.
  • Page 93 Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from a diskette that is not Remove the diskette from the diskette drive. bootable. The system is trying to start from the hard drive but the hard Insert a bootable diskette into the diskette drive and drive may have been damaged.
  • Page 94 The removable hard drive enclosure is beeping and the green LED is flashing. Cause Solution Fan failure alarm on the removable hard drive enclosure has Shut down the computer and contact HP for a replacement been activated. enclosure. Appendix A Troubleshooting Without Diagnostics...

  • Page 95: Solving Media Card Reader Problems

    Solving Media Card Reader Problems Table A-5 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista. Cause Solution By default, Windows will format any media card with a Either format the media card in the digital camera or select capacity greater than 32MB with the FAT32 format.
  • Page 96 Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. Open My Computer (Windows XP) or Computer (Windows Vista/Windows 7), right-click on the corresponding drive icon, and select Eject. Then pull the card out of the slot. NOTE: Never remove the card when the green LED is flashing...

  • Page 97: Solving Display Problems

    Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Table A-6 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
  • Page 98 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 Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics Install the video drivers included in the upgrade kit. drivers may not be loaded. Monitor is not capable of displaying requested resolution. Change requested resolution.
  • Page 100 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. Reseat the graphics card. Replace the graphics card.

  • Page 101: 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. Table A-7 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources are being used by other open Shut down all open processor-intensive applications.
  • Page 102 Table A-7 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution Computer is in standby mode. Press the power button to resume from standby mode. CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds.

  • Page 103: Solving Printer Problems

    There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than Some graphics cards support audio over the DisplayPort speakers. connection, so multiple audio devices may be listed in Device Manager.

  • Page 104: Solving Keyboard And Mouse Problems

    Table A-8 Solving Printer Problems (continued) Printer prints garbled information. Cause Solution The cables may not be connected properly. Reconnect all cables. Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it back on.
  • Page 105 Table A-10 Solving Mouse Problems Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged into the back of the Shut down the computer using the keyboard. computer. Press the Ctrl keys at the same time (or press Windows logo key) to display the Start menu.

  • 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

    NOTE: DIMM1 or XMM1 must always be installed. Replace third-party memory with HP memory. Replace the system board. Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
  • Page 108 Table A-12 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution S5 Maximum Power Saving feature is enabled. Disable the S5 Maximum Power Saving option in Computer Setup. Select Power > Hardware Power Management > S5 Maximum Power Saving. S5 Wake on LAN is disabled.
  • Page 109 Network driver does not detect network controller. Cause Solution Network controller is disabled. Run Computer Setup and enable network controller. Enable the network controller in the operating system via Device Manager. Incorrect network driver. Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.
  • Page 110 Diagnostics passes, but the computer does not communicate with the network. Cause Solution Network drivers are not loaded, or driver parameters do not Make sure the network drivers are loaded and that the driver match current configuration. parameters match the configuration of the network controller. Make sure the correct network client and protocol is installed.

  • Page 111: Solving Memory Problems

    DIMM 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 112: Solving Processor Problems

    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 Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table.

  • Page 113: Solving Cd-Rom And Dvd Problems

    Power LED flashes Red eleven times, once every second, followed by a two second pause. Cause Solution The current processor does not support a feature previously Install a TXT capable processor. enabled on this system. Disable TXT in the Computer Setup (F10) utility. Reinstall the original processor.
  • Page 114 CD-ROM or DVD devices are not detected or driver is not loaded. Cause Solution Drive is not connected properly or not properly configured. See the documentation that came with the optional device. Movie will not play in the DVD drive. Cause Solution Movie may be regionalized for a different country.

  • Page 115: Solving Usb Flash Drive Problems

    Recording or copying CDs is difficult or impossible. Cause Solution Wrong or poor quality media type. Try using a slower speed when recording. Verify that you are using the correct media for the drive. Try a different brand of media. Quality varies widely between manufacturers.

  • Page 116: 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. Table A-17 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.
  • Page 117 Table A-18 Solving Internet Access Problems (continued) Unable to connect to the Internet. Cause Solution Cable/DSL service is not available or has been interrupted Try connecting to the Internet at a later time or contact your due to bad weather. ISP.
  • Page 118 Internet takes too long to download Web sites. Cause Solution Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows 7 Select Start > Control Panel. Click on Hardware and Sound. Click on Device Manager. Double-click Modems.

  • Page 119: Solving Software Problems

    If you encounter software problems, see the applicable solutions listed in the following table. Table A-19 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause Solution POST error has occurred.

  • Page 120: Contacting Customer Support

    Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com. NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set.

  • Page 121: Appendix B Post Error Messages

    POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages.

  • Page 122: Post Numeric Codes And Text Messages

    POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table B-1 Numeric Codes and Text Messages Control panel message...
  • Page 123 Memory configuration incorrect. Run Computer Setup or Windows utilities. Make sure the memory module(s) are installed properly. If third-party memory has been added, test using HP-only memory. Verify proper memory module type. 201-Memory Error RAM failure. Ensure memory modules are correctly installed.
  • Page 124 Drive Protection System test under Storage > DPS Self-test. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 1801-Microcode Patch Error Processor is not supported by ROM BIOS.
  • Page 125 Control panel message Description Recommended action 1805-Ambient Temperature Previously Over This system was placed in a low power Make sure the system meets the HP Limit state to prevent damage due to excessive enclosure guidelines as listed in the environmental temperature.
  • Page 126 Table B-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2202-PMM Deallocation Error during MEBx Memory error during POST execution of the Reboot the computer. cleanup Management Engine (ME) BIOS Extensions Unplug the power cord, re-seat the option ROM.
  • Page 127 Table B-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2220-USB Key Provisioning file has Provisioning file contained on the USB key Reboot the computer. mismatch version is not a valid version for the current ME If the error persists and system BIOS firmware.
  • Page 128 Table B-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Network Server Mode Active and No Keyboard failure while Network Server Reconnect keyboard with computer Keyboard Attached Mode enabled. turned off. Check connector for bent or missing pins.

  • Page 129: Interpreting Post Diagnostic Front Panel Leds And Audible Codes

    Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
  • Page 130 LEDs continue Reseat DIMMs. until problem is solved. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Red Power LED flashes six Pre-video graphics error. For systems with a graphics card: times, once every second, Reseat the graphics card.
  • Page 131 Table B-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes nine System powers on but is Unplug the AC power cord from the times, once every second, unable to boot. computer, wait 30 seconds, then plug the followed by a two second power cord back in to the computer.

  • Page 132: Appendix C Connector Pin Assignments

    Connector Pin Assignments This appendix contains the pin assignments for many computer and workstation connectors. Some of these connectors may not be used on the product being serviced. Ethernet BNC Connector and Icon Signal Data Ground Connector and Icon Signal +5 VDC - Data + Data...

  • Page 133: Headphone

    Headphone Connector and Icon (1/8” miniphone) Signal 1 (Tip) Audio_left 2 (Ring) Power_Right 3 (Shield) Ground Line-in Audio Connector and Icon (1/8” miniphone) Signal 1 (Tip) Audio_In_Left 2 (Ring) Audio_In_Right 3 (Shield) Ground Line-out Audio Connector and Icon (1/8” miniphone) Signal 1 (Tip) Audio_Out_Left...

  • Page 134: Appendix D 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 135: 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 136: Appendix E Specifications

    Specifications All-in One Models Table E-1 Specifications Desktop Dimensions 8.66 in 22.0 cm Width 20.0 in 50.8 cm Height 16.02 in 40.7 cm Depth Approximate Weight 20.55 lb 9.32 kg Display 20-inch diagonal widescreen HD+ 20-inch diagonal widescreen HD+ (900p) WLED anti-glare display (900p) WLED anti-glare display Resolution 1600 x 900 resolution (16:9)

  • Page 137: Index

    Index components antenna, spare part number 31 front 2 audible codes 121 rear 3 removing 56 audio problems 93 computer cleaning 23 spare part number 30, 32 connector pin assignments 124 features converter board overview 1 battery removing 40 flash drive problems 107 disposal 25 spare part number 27 flashing LEDs 121...
  • Page 138 optical drive 44 Internet access problems 108 POST error messages 113 optical drive connector 62 power cord set requirements preparing to disassemble the country specific 127 computer 33 keyboard power problems 80 processor 60 cleaning 23 power supply 128 rear cover 34 keyboard problems 96 power supply, spare part speakers 66...
  • Page 139 tools, servicing 24 Torx T15 screwdriver 24 USB pin assignments 124 ventilation, proper 22 Wake-on-LAN feature 100 webcam cable spare part number 29, 32 webcam module removing 37 spare part number 27, 32 WLAN module removing 53 spare part number 27, 31 Index 131...

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