HP EliteOne 800 G3 Maintenance & Service Manual
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HP EliteOne 800 G3 Maintenance & Service Manual

All-in-one business pc
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Maintenance & Service Guide
HP EliteOne 800 G3 All-in-One Business PC

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Summary of Contents for HP EliteOne 800 G3

  • Page 1 Maintenance & Service Guide HP EliteOne 800 G3 All-in-One Business PC...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions of Intel, Celeron, and Pentium are trademarks of Agreement (EULA).

  • Page 3: About This Book

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

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Overview ................................1 Front components ..............................2 Top components ..............................2 Infrared (IR) webcam (optional) ......................2 Full High Definition (FHD) webcam (optional) ..................3 Side components ..............................3 Rear components ..............................4 Bottom components ..............................
  • Page 6 Screws ............................... 17 Cables and connectors ........................17 Hard drives ............................17 Lithium coin cell battery ........................18 Cable management .............................. 18 4 Removal and Replacement Procedures ......................19 Preparing to disassemble the computer ......................19 Removing the rear port cover ..........................19 Stands ..................................
  • Page 7 Computer Setup—UEFI Drivers ......................73 Recovering the Configuration Settings ....................... 73 6 Using HP PC Hardware Diagnostics (UEFI) ....................... 74 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............74 7 Troubleshooting without diagnostics ......................76 Safety and comfort .............................. 76 Before you call for technical support ........................
  • Page 8 Backing up, restoring, and recovering in Windows 7 ..................106 Creating recovery media and backups .................... 107 Guidelines ........................107 Creating recovery media with HP Recovery Disc Creator ..........107 Creating recovery media ................107 Backing up your information ..................108 Performing a system recovery ......................

  • Page 9: Product Features

    Product features Overview NOTE: For the latest manuals on this product, go to http://www.hp.com/support. Select Find your product, and then follow the on-screen instructions. This product employs electronic labeling for indication of regulatory mark or statement. See Labels on page 5 for the operation to display.

  • Page 10: Front Components

    Front components Component Webcam Speakers Top components Infrared (IR) webcam (optional) Component Component Front View Webcam light IR webcam IR light Rear webcam adjustment wheel Full High Definition (FHD) webcam Top view Digital microphones Rear view Webcam light FHD webcam Chapter 1 Product features...

  • Page 11: Full High Definition (Fhd) Webcam (Optional)

    Full High Definition (FHD) webcam (optional) Component Front view Webcam light FHD webcam Top view Digital microphones Side components Component Component Optical disc drive (optional) Headphone jack Optical disc drive eject button (optional) Fingerprint reader (Touch models only) Audio-out (headphone) jack Side components...

  • Page 12: Rear Components

    Rear components Component Component DisplayPort RJ-45 (network) jack HDMI port USB 3.1 Type-A ports (2) USB 3.1 Type-A ports (2) Stereo audio-out jack Power connector Security cable slot Bottom components Component Component USB 3.1 Type-A port USB 3.1 Type-C port USB 3.1 Type-A (charging) port Hard drive activity light SD card reader...

  • Page 13: Labels

    Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. IMPORTANT: All labels described in this section will be located under the stand or affixed to the bottom of the computer.

  • Page 14: Illustrated Parts Catalog

    Component appearance may vary depending on model. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. System parts...

  • Page 15: Covers

    Item Description Power supply 180 W, for use in Intel models with UMA graphics 210 W, for use in AMD models with discrete AMD graphics (10) Camera, pop-up Display (not illustrated) Touch models Non-touch models not illustrated Covers Item Description Rear cover (main) Rear I/O cover Rear port cover...

  • Page 16: Boards

    Boards Item Description System board Power button board Audio board Fingerprint reader board WLAN modules (not illustrated) Intel Dual Band Wireless-AC 7265 NV Intel 3168 ac 1x1 +Bluetooth 4.2LE M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 non-vPro PCI-e+USB WW with 2 antennas Intel 8265 ac 2x2 +Bluetooth 4.2 M.2 vPro PCI-e+USB WW with 2 antennas Realtek RTL8723BE bgn 1x1 + Bluetooth 4 LE PCIe+USB NGFF 2230 M.2 WW not illustrated...

  • Page 17: Mass Storage Devices

    Mass storage devices Description Optical drive DVD±RW drive DVD-ROM drive Primary hard drive, 2.5-inch 1 TB, 5400 rpm, hard drive/hybrid SSD drive 1 TB, 7200 rpm 500 GB, 5400 rpm, hard drive/hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Primary solid-state drive, 2.5-inch...

  • Page 18: Processors And Memory Modules

    Processors and memory modules Description Intel Processors (include replacement thermal material) Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i5-7500 (3.4-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz) Intel Pentium G4620 (3.7-GHz)

  • Page 19: Keyboards And Mice

    Description DisplayPort cable, 1.8 m DVI-DVI monitor cable Antennas (wireless, for use with WLAN modules) Adapters DisplayPort to DVI DisplayPort to HDMI 1.4 DisplayPort to VGA USB to serial port USB-C to USB 3.0 Keyboards and mice Description Keyboard USB, slim Wireless with mouse USB business slim, grey USB business slim, antimicrobial...

  • Page 20: Routine Care, Sata Drive Guidelines, And Disassembly Preparation

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

  • Page 21: Generating Static

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

  • Page 22: Personal Grounding Methods And Equipment

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

  • Page 23: Operating Guidelines

    ● Material handling packages Conductive plastic bags ● ● Conductive plastic tubes Conductive tote boxes ● ● Opaque shielding bags Transparent metallized shielding bags ● ● Transparent shielding tubes Operating guidelines To prevent overheating and to help prolong the life of the computer: Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.

  • Page 24: Cleaning The Computer Case

    Cleaning the Computer Case Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the computer. To clean the computer case, follow the procedures described below: ● To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab. For stronger stains, use a mild dishwashing liquid diluted with water.

  • Page 25: Service Considerations

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

  • Page 26: Lithium Coin Cell Battery

    Batteries, battery packs, and accumulators should not be disposed of together with the general household waste. In order to forward them to recycling or proper disposal, please use the public collection system or return them to HP, their authorized partners, or their agents. Cable management Always follow good cable management practices when working inside the computer.

  • Page 27: Removal And Replacement Procedures

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

  • Page 28: Stands

    Stands Two stands are available for the computer: ● Recline stand ● Adjustable height stand Recline stand To remove the stand: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover on page Press the release latch under the stand (1).

  • Page 29: Access Panel

    Lift the stand up (2), and then pull the stand hooks out of the computer (3). Access panel The computer has one main rear access panel that allows access to internal components. To remove the access panel: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 30: Drives

    Drives Description Optical drive (does not include bezel) DVD±RW drive DVD-ROM drive Primary hard drive, 2.5-inch (not illustrated) 1 TB, 5400 rpm, hard drive/hybrid SSD drive 1 TB, 7200 rpm 500 GB, 5400 rpm, hard drive/hybrid SSD drive 500 GB, 7200 rpm hard drive, self-encrypting (SED) 500 GB, 7200 rpm hard drive 500 GB, 5400 rpm hard drive, FIPS Primary solid-state drive, 2.5-inch...

  • Page 31: Hard Drive

    Hard drive The 2.5 inch primary hard drive is installed on the right side of the computer on top of the optical disc drive (ODD). Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Removing the rear port cover on page 19).

  • Page 32: Optical Drive

    Optical drive The optical drive is located beneath the lower hard drive on the left side of the computer. The green latch comes with the drive. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Removing the rear port cover on page 19).
  • Page 33 Align the three pins on the latch with the holes in the new optical disc drive and press the latch firmly onto the new drive. NOTE: You must reuse the latch removed from the old optical disc drive. Align the new optical drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place.

  • Page 34: M.2 Solid-State Drive

    M.2 solid-state drive Description 256-GB solid-state drive, 2280SS, NVMe 128-GB solid-state drive, 2280SS, NVMe Two M.2 solid-state drive connectors are available on the system board. The connector labeled SSD2 (near the processor) fits only 22mm x 80mm M.2 solid-state drives. The connector labeled SSD1 (on the right side of the board) fits both 22mm x 80mm and 22mm x 30mm M.2 solid-state drives.
  • Page 35 Pull the drive away to remove it from the socket (2). To install the solid-state drive, reverse the removal procedures. Drives...

  • Page 36: Memory

    SODIMMs constructed with x8 and x16 DDR devices are supported; memory modules constructed with x4 SDRAM are not supported. HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid compatibility issues with unsupported third-party memory.
  • Page 37 with the least amount of memory describes the total amount of memory assigned to dual channel and the remainder is assigned to single channel. If one channel will have more memory than the other, the larger amount should be assigned to channel A. ●...

  • Page 38: Battery

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

  • Page 39: Wlan Module

    The WLAN module is located on the system board above the memory modules. The WLAN module is secured with one Phillips screw and has two connected antennas. NOTE: The procedure to replace the WLAN module must be performed by an HP technician. NOTE: WLAN module appearance may vary.
  • Page 40 Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3). To install the WLAN module, reverse the removal procedures. When connecting the antennas cables, connect the cable labeled “1” (black sticker) to the AUX “1” connector on the module and the cable labeled “2”...

  • Page 41: Power Button And Fingerprint Reader Boards

    Power button and fingerprint reader boards If a fingerprint reader is installed, the power button board and fingerprint reader board are wired together into one assembly, located at the bottom right of the computer. If the fingerprint reader is not installed, the power button board can be removed using the steps below.
  • Page 42 If necessary, disconnect the cables from each board. If necessary, remove the two Phillips screws that secure the power button board to the bracket. To install the right trim, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 43: Heat Sink

    Heat sink Heat sinks are available for models with integrated UMA graphics and with discrete graphics. To remove the heat sink: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Removing the rear port cover on page 19).
  • Page 44 Lift the heat sink out of the computer. CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. Discrete models: Remove the VESA cover/fan assembly (VESA mounting bracket/fan assembly on page 43).
  • Page 45 Lift the heat sink out of the computer. CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. To replace the heat sink, reverse the removal procedures. Heat sink...

  • Page 46: Processor

    Processor Description Intel Core i7-7700 (3.6-GHz) Intel Core i5-7600 (3.5-GHz) Intel Core i5-7500 (3.4-GHz) Intel Core i3-7320 (4.1-GHz) Intel Core i3-7300 (4.0-GHz) Intel Core i3-7100 (3.9-GHz) Intel Core i7-6700 (3.4-GHz) Intel Core i5-6600 (3.3-GHz) Intel Core i5-6500 (3.2-GHz) Intel Core i3-6100 (3.7-GHz) Intel Pentium G4620 (3.7-GHz) Intel Pentium G4600 (3.6-GHz) Intel Pentium G4560 (3.5-GHz)
  • Page 47 After installing a new processor onto the system board, always update the system ROM to ensure that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at: http://www.hp.com. Processor...

  • Page 48: Webcam Module

    Webcam module The webcam is located at the top of the computer, under a plastic shield. The top heat sink screws also secure the webcam plastic shield. To remove the webcam module: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).
  • Page 49 Remove the webcam cable from the clips built into the computer (3). Remove the webcam assembly from the computer. If you need to remove the webcam bracket, remove the VESA bracket/fan assembly (VESA mounting bracket/fan assembly on page 43), and then remove the four Torx screws that secure the webcam bracket to the computer.
  • Page 50 Remove the webcam bracket from the computer. To install the webcam assembly and associated parts, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 51: Vesa Mounting Bracket/Fan Assembly

    VESA mounting bracket/fan assembly The VESA mounting bracket/fan assembly is located under the stand. To remove the VESA mounting bracket/fan assembly: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Removing the rear port cover on page 19).
  • Page 52 If it is necessary to remove the fan from the bracket, remove the four Torx screws that secure the fan to the bracket. Separate the fan from the bracket. To replace the VESA mounting bracket/fan assembly, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 53: Power Supply

    Power supply Description Power supply, 180 W, for use in Intel models with UMA graphics Power supply, 210 W, for use in AMD models with discrete AMD graphics The power supply is located in the upper left side of the computer. To remove the power supply: Prepare the computer for disassembly (see Preparing to disassemble the computer on page...
  • Page 54 Remove the power supply from the computer. To install the power supply, reverse the removal procedures. Make note of the foam strips that must be installed under the power supply, as shown in the following image. Chapter 4 Removal and Replacement Procedures...

  • Page 55: Rear I/O Cover

    Rear I/O cover The rear I/O cover is located at the bottom of the computer below the VESA bracket/fan assembly. It is secured with two screws. To remove the rear I/O cover: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 56: I/O Bracket

    I/O bracket The I/O bracket is located under the plastic rear I/O cover. It is secured with five Torx screws, one of which is under the power connector. To remove the I/O bracket: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).

  • Page 57: Hard Drive Cage

    Hard drive cage The hard drive cage is located under the hard drive. It is secured with one Torx screw. To remove the hard drive cage: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the access panel (see Access panel on page 21).

  • Page 58: System Board

    System board The system board is secured with nine Torx screws. To remove the system board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the rear port cover (see Removing the rear port cover on page 19).
  • Page 59 In the order printed on the system board, remove the nine Torx screws (1)-(9) that secure the system board to the computer. NOTE: System board appearance may vary. Lift the system board up and out of the computer. NOTE: The thermal pad under the left side of the system board may stick. To install the system board, reverse the removal procedures.
  • Page 60 To update SMBIOS information in Computer Setup: Turn on or restart the computer. Press while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. NOTE: If you do not press at the appropriate time, you must restart the computer and again press when the display light turns green to access the utility.

  • Page 61: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component WLAN Black WLAN module connector BATTERY Black RTC battery PSWD Blue Clear system passwords CHFAN White Fan connector 2D WEBCAM White Webcam connector SSD2 Black M.2 SSD drive PROCESSOR Silver Processor socket...

  • Page 62: Audio Board

    Audio board The audio board is located on the bottom corner of the computer. It is secured with one Torx screw. To remove the audio board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19). Remove the access panel (see Access panel on page 21).

  • Page 63: Speakers

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

  • Page 64: Display Panel

    IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse any old parts. Return all old parts to HP for warranty processing. CAUTION: it is very important to use the exact cable that shipped with the replacement panel. Failure to use the correct cable may result in panel failure.
  • Page 65 Disconnect the main display cable (2) and the power button/touch cable (3) from the system board, and then route both cables through the holes in the plate. Lift the frame from the display. From the rear of the display panel, remove the Mylar tape (1) that secures the display cable to the panel. Disconnect the touch cable (2).
  • Page 66 Disconnect the display cable (3). Lift the clear tape from atop the connector, press in on each side of the cable near the connector, and then pull the cable from the connector. Separate the middle frame from the display by rotating the top of the display away from the frame (1), and then pulling the frame away from the display (2).

  • Page 67: Antennas

    Antennas The antennas route from the WLAN module to transceivers at the top of the computer. The transceivers are secured to the computer with adhesive. NOTE: WLAN module orientation may vary. To remove the antennas: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 19).
  • Page 68 On the rear of the chassis, note the locations the cables route through (1), and the remove the cables from the clips built into the chassis (2). Peel the left antenna from the chassis (1), and then pull the other end of the cable through the hole in the chassis (2).

  • Page 69: Connecting Cables

    Connecting cables Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel, or other soft cloth to protect the bezel and screen surface from scratches or other damage. If the rear port cover is installed, remove the cover.

  • Page 70: 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 71 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 72: Computer Setup-Main

    Integrated MAC Address System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform the following functions: ●...
  • Page 73 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 74: Computer Setup-Security

    Table 5-1 Computer Setup—Main (continued) Option Description Apply Custom Defaults Applies the custom default settings to the computer after rebooting. Does not apply to options in the and Exit Security menu. Apply Factory Defaults Restores the factory system configuration settings to the computer after rebooting. Does not apply to and Exit options in the Security menu.
  • Page 75 Table 5-2 Computer Setup—Security (continued) Option Description Security Configuration TPM Embedded Security ● TPM Specification Version Displays the current TPM version. ● TPM Device Lets you set the Trusted Platform Module as available or hidden. ● TPM State Select to enable the TPM. ●...

  • Page 76: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is attached to the system. CAUTION: Be aware that these settings take place immediately. A save is not necessary. CAUTION: Be sure to document the DriveLock password.
  • Page 77 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading NOTE: If the system is configured to ‘Power On from Keyboard Ports’ (see Power Management Options), then this setting is forced to ‘Power On’. ● Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors, warnings, and password prompts during boot up are suppressed.
  • Page 78 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled. Virtualization Technology for Directed I/O (VTd) (Intel only) Controls virtualization DMA remapping features of the chipset.
  • Page 79 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Interrupt B Lets you specify the address. Default is enabled. Lets you disable the following ports (default is enabled): ● SATA connectors ● Front USB ports ● Rear USB ports USB Legacy Port Charging ●...
  • Page 80 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading PCI Express Power Management (enable/disable) Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter lower power states while not in use. Default is enabled. Unique Sleep State Blink Rates (enable/disable) This feature is designed to provide a visual indication of what sleep state the system is in.

  • Page 81: 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 82: Using Hp Pc Hardware Diagnostics (Uefi)

    Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 83 Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. Select your computer, and then select your operating system. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want.

  • Page 84: Troubleshooting Without Diagnostics

    To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self- solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.

  • Page 85: Helpful Hints

    ● Be in front of your computer when you call. Write down the computer serial number and product ID number before calling. ● ● Spend time troubleshooting the problem with the service technician. Remove any hardware that was recently added to your system. ●...

  • Page 86: Solving General Problems

    Solving general problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
  • Page 87 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 88 Poor performance. Cause Solution Add more memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup: In Windows 7: Go to Start > All Programs > Accessories > Run Type msconfig, and then press Enter.
  • Page 89 System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.

  • Page 90: Solving Power Problems

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

  • Page 91: Solving Hard Drive Problems

    Solving hard drive problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Windows 7, click Start, click Computer, and right-click on a drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications.
  • Page 92 Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard Perform Drive Protection System (DPS) testing in system ▲ drive may have been damaged. ROM. System files missing or not properly installed. Insert bootable media and restart the computer.

  • Page 93: Solving Media Card Reader Problems

    Solving media card reader problems Media card will not work in a digital camera after formatting it in Windows. Cause Solution By default, Windows will format any media card with a capacity Either format the media card in the digital camera or select FAT greater than 32MB with the FAT32 format.

  • Page 94: Solving Audio Problems

    After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the Wait a few seconds so that the operating system can recognize reader was just installed into the computer and you are turning the reader and the available ports, and then recognize the media the PC on for the first time.
  • Page 95 Sound does not come out of the speaker or headphones. Cause Solution The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the computer. The rear audio jack output is the green receptacle. The speakers should be plugged into the line-out jack and the headphones should be plugged into the headphone jack.

  • Page 96: Solving Printer Problems

    Line-in jack is not functioning properly. Cause Solution Jack has been reconfigured in the audio driver or application In the audio driver or application software, reconfigure the jack or software. set the jack to its default value. There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than...

  • Page 97: Solving Keyboard And Mouse Problems

    Printer will not turn on. Cause Solution The cables may not be connected properly. Reconnect all cables and check the power cord and electrical outlet. Printer prints garbled information. Cause Solution The correct printer driver for the application is not installed. Install the correct printer driver for the application.
  • Page 98 Keyboard commands and typing are not recognized by the computer. Cause Solution CAUTION: When attempting to resume from Sleep date, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.

  • Page 99: 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 100: 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 101 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 102 Table 7-2 Solving Network Problems (continued) Diagnostics passes, but the computer does not communicate with the network. Cause Solution To access Control Panel in Windows 7, click Start, and then select Control Panel. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel from the list of applications.

  • Page 103: 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 104: Solving Cd-Rom And Dvd Problems

    Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving CD-ROM and DVD problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.
  • Page 105 Drive not found (identified). Cause Solution If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options. The device is attached to a SATA port that has been hidden in Run the Computer Setup utility and ensure Device Available is Computer Setup.

  • Page 106: Solving Usb Flash Drive Problems

    CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most computer stores. Windows does not detect the CD-ROM or DVD-ROM drive. Use Device Manager to remove or uninstall the device.

  • Page 107: Solving Front Panel Component Problems

    System will not boot from USB flash drive. Cause Solution Boot order is not correct. Run the Computer Setup utility and change boot sequence in Advanced > Boot Options. Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable media in Advanced >...

  • Page 108: Solving Internet Access Problems

    Solving Internet access problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table. Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.

  • Page 109: 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 110: Backing Up, Restoring, And Recovering

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

  • Page 111: Using Windows Tools

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

  • Page 112: Restore And Recovery

    102. ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information from the HP website.

  • Page 113: Using The Hp Recovery Partition (Select Products Only)

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

  • Page 114: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is the order of devices listed in BIOS where the computer looks for startup information. You can change the selection to an optical drive or a USB flash drive.

  • Page 115: Creating Recovery Media And Backups

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

  • Page 116: Backing Up Your Information

    Select Start, select All Programs, select Productivity and Tools, and then select HP Recovery Disc Creator. Select Windows disk. From the drop-down menu, select the drive for burning the recovery media. Click the Create button to start the burning process.

  • Page 117: Using The Windows Recovery Tools

    ● Windows recovery tools: You can use Windows Backup and Restore to recover information you have previously backed up. You can also use Windows Startup Repair to fix problems that might prevent Windows from starting correctly. ● recovery tools (select products only): You can use the recovery tools to recover your original hard drive image.

  • Page 118: Using F11 Recovery Tools (Select Products Only)

    Windows 7 operating system DVD to reboot the computer and repair the operating system. To order a Windows 7 operating system DVD, go to the HP website. For U.S. support, go to http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/...
  • Page 119 After the repair is completed: Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD. Install the Hardware Enabling Drivers first, and then install Recommended Applications. Backing up, restoring, and recovering in Windows 7 111...

  • Page 120: 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 121 Control panel message Description Recommended action RTC (real-time clock) battery may need to problem persists, replace the RTC battery. See be replaced. the Removal and Replacement section for instructions on installing a new battery. 008–Microcode Patch Error Processor is not supported by the BIOS. Upgrade BIOS to proper version.
  • Page 122 Run the Drive Protection erroneous error message.) System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 114 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes...
  • Page 123 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 124 Control panel message Description Recommended action Reconfigure card resources and/or run Computer Setup or Windows utilities. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently ▲ option ROM too large to download during POST. added, remove it to see if the problem remains.

  • Page 125: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is Reseat fan. not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating.
  • Page 126 Number of long beeps/blinks Error category Thermal System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. 2 second pause occurs after the last minor blink. ● ●...

  • Page 127: 10 Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner. This scenario may not be covered under warranty.
  • Page 128 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 129: 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 130: Appendix A Power Cord Set Requirements

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

  • Page 131: 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 132: Appendix B Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 133 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 134: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 135 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 127...

  • Page 136: 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 137: 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 138: Appendix C Specifications

    Specifications Item Value Dimensions Without stand Adjust Height Stand (at 0 Reclining Stand (at 0 degrees) degrees) Width 21.2 in (539.6 mm) 21.2 in (539.6 mm) 21.2 in (539.6 mm) Depth 2.12 in (53.8 mm) 7.1 in (180.28 mm) 10.3 in (261.8 mm) Height 13.46 in (341.79 mm) 18.4 in (467.7 mm)

  • Page 139: Index

    18 HP PC Hardware Diagnostics (UEFI) cables using 74 connecting 61 electronic label 1 HP Recovery Disc Creator, using 107 cautions electrostatic discharge (ESD) 12 HP Recovery Manager AC power 12 preventing damage 13 correcting boot problems 106...
  • Page 140 104 Microsoft Certificate of country specific 123 USB flash drive 105 Authenticity 5 power problems 82 using HP Recovery media 103 serial number 5 power supply 130 recovery media service 5 removing 45 creating 102...
  • Page 141 power supply 45 system memory, removing personal preparing to disassemble the data from volatile 124 computer 19 system recovery 104 rear I/O cover 47 system restore point rear I/O panel 48 creating 103 speakers 55 system restore point, creating 102 system board 50 thermal module 35 temperature control 15...

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