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Maintenance & Service Guide
HP EliteOne 1000 G1 All-in-One Business PCs

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   Summary of Contents for HP EliteOne 1000 G1

  • Page 1 Maintenance & Service Guide HP EliteOne 1000 G1 All-in-One Business PCs...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Intel, Celeron, and Pentium are trademarks of Agreement (EULA). If you do not accept these Intel Corporation in the U.S.
  • Page 3: About This Book

    About This Book This guide provides basic information for upgrading this computer model. WARNING! Indicates a hazardous situation that, if not avoided, could result in death or serious injury. CAUTION: Indicates a hazardous situation that, if not avoided, could result in minor or moderate injury. IMPORTANT: Indicates information considered important but not hazard-related (for example, messages related to property damage).
  • Page 4 About This Book...
  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Overview ................................1 Base unit top components ............................. 2 Base unit side components ............................ 2 Base unit rear components ............................ 3 Display front components ............................. 3 Webcam components ............................4 Infrared (IR) webcam (optional) ......................4 Full High Definition (FHD) webcam (optional) ..................
  • Page 6 6 Using HP PC Hardware Diagnostics (UEFI) ....................... 59 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............59 Using Remote HP PC Hardware Diagnostics (UEFI) settings (select products only) ........... 60 Customizing Remote HP PC Hardware Diagnostics (UEFI) settings ..........60 7 Troubleshooting without diagnostics ......................
  • Page 7 Creating recovery media and backups ........................ 81 Using HP Recovery media (select products only) ................81 Using Windows tools ......................... 82 Using the HP Cloud Recovery Download Tool (select products only) ..........83 Restore and recovery ............................83 Recovering using HP Recovery Manager ................... 83 What you need to know before you get started .............
  • Page 8 Using HP Sure Start (select models only) ......................103 Appendix C Specifications ..........................104 Index ................................105 viii...
  • 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. Overview...
  • Page 10: Base Unit Top Components

    Base unit top components Components Power button Hang up button Call button Speaker mute button Microphone mute button Volume slider Webcam mute button Base unit side components Components Scan fingerprint reader USB Type-C charging port Headset jack USB 3.1 Type-A charging port Chapter 1 Product features...
  • Page 11: Base Unit Rear Components

    Base unit rear components Components Cover removal buttons DisplayPort In USB 3.1 Type-A ports (4) Power connector HDMI port RJ-45 (network) jack DisplayPort Out Security cable slot Display front components Components Webcam On-screen display buttons (for adjusting the screen) Base unit rear components...
  • Page 12: Webcam Components

    Webcam components Infrared (IR) webcam (optional) Components Front View Webcam light IR webcam IR light Rear webcam adjustment wheel Full High Definition (FHD) webcam Top view Digital microphones Rear and side view Webcam release holes Webcam light FHD webcam Full High Definition (FHD) webcam (optional) Components Front view Webcam light...
  • Page 13: Serial And Product Number Locations

    Serial and product number locations Each computer and display has a unique Commodity Tracking number (CT#) (similar to a serial number) and a product ID number that are located on the exterior of the device. Keep these numbers available for use when contacting customer service for assistance.
  • Page 14: Illustrated Parts Catalog

    Illustrated parts catalog 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. Chapter 2 Illustrated parts catalog...
  • Page 15 Item Description Rear access cover Front access cover Speaker Kit System board Right fan Left fan Heat sink and pipe Display cable Hard drive 2 TB, hybrid SSD, 7 mm 2 TB, 5400 rpm, 7 mm 1 TB, hybrid SSD, 7 mm 1 TB, 7200 rpm, 9.5 mm 500 GB, hybrid SSD, 7 mm 500 GB, 7200 rpm, 7 mm...
  • Page 16 Item Description Display (whole unit) 23.8-inch, full high-definition (FHD), UWVA, touch screen 23.8-inch, non-touch screen, FHD, UWVA 27-inch, non-touch screen, ultra high-definition (UHD), UWVA 34-inch, non-touch screen, wide quad HD (WQHD), UWVA Processor Intel Core i7-7700 processor Intel Core i7-6700 processor Intel Core i5-7600 processor Intel Core i5-7500 processor Intel Core i5-6600 processor...
  • Page 17 DisplayPort to DVI DisplayPort to VGA DisplayPort to HDMI 1.4 USB to serial DisplayPort cable Power supply, 180 W (external) Mouse HP PS2 Optical HP USB Optical HP USB Laser USB premium USB, wired, health care HP Antimicrobial HP USB Hardened...
  • Page 18: 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 19: 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 20: 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 21: 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 22: Cleaning The Computer Case

    Cleaning the computer case Follow all safety precautions in General cleaning safety precautions on page 13 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 23: Cleaning The Mouse

    The screws used in the computer are not interchangeable. They may have standard or metric threads and may be of different lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP strongly recommends that all screws removed during disassembly be kept with the part that was removed, then returned to their proper locations.
  • Page 24: 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. Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation...
  • Page 25: Removal And Replacement Procedures

    Removal and replacement procedures The following sections provide information about disassembling various components of the computer. Preparing to disassemble the computer To avoid injury and equipment damage, always complete the following steps in order, when opening the computer. Remove all removable media, such as USB flash drives, from the computer. Turn off the computer properly through the operating system, and turn off any external devices.
  • Page 26: Base Unit Access Covers

    Base unit access covers The base unit access covers must be removed to access internal computer components. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). To remove the rear access cover, press the two release buttons on the rear of the base unit (1), and at the same time rotate the rear of the cover up (2).
  • Page 27 Rotate the left side of the cover away from the base unit while being careful not to disconnect the cable attached to the right side of the cover. To replace the front access cover, press the cover straight down onto the base unit so that the cover snaps in place.
  • Page 28: Display Head

    Display head The display head can be replaced or upgraded to a different display. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the base unit rear access cover (see Base unit access covers on page 18).
  • Page 29: Internal Components

    Internal components Components Hard drive RTC battery M.2 SSD (under the fan) Memory modules Internal components...
  • Page 30: 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 31: Installing Memory Modules

    The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending on how the memory modules are installed. ● The system will operate in single channel mode if the memory module slots are populated in one channel only.
  • Page 32: Rtc Battery

    The lifetime of the lithium battery can be extended by plugging the computer into a live AC outlet. 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 33 To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up. Push the other edge down until the clamp snaps over the other edge of the battery (2). Replace the base unit front and rear access panels. See Base unit access covers on page Reconnect the power cord and any external devices, and then turn on the computer.
  • Page 34: Hard Drive

    Hard drive To locate the hard drive on the system board, see Internal components on page Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the base unit rear and front access panels (see Base unit access covers on page 18).
  • Page 35 Install the four mounting screws that were removed from the old drive in the sides of the new hard drive. Connect the cable to the rear of the hard drive (1). Then align the mounting screws on the drive with the J-slots on the sides of the drive bay and press the drive into the drive bay.
  • Page 36: Fans

    Fans There are two fans in the computer: (1): Right fan (2): Left fan NOTE: The following illustration is shown from the back of the computer. To remove the fans: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 37 Disconnect the fan cable from the system board (1), and then pull the fan straight up and off the posts to remove it (2). Right fan Left fan To install the fan, reverse the removal procedures. Fans...
  • Page 38: Solid-state Drive (m.2)

    Solid-state drive (M.2) To locate the M.2 SSD on the system board, see Internal components on page Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the base unit rear and front access panels (see Base unit access covers on page 18).
  • Page 39: Display Head Rear Panel

    Display head rear panel To remove the display head rear panel: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Grasp the top of the rear panel on the display head at the webcam slot and pull the panel off the display head at the connection points (1), and then slide the rear cover down the neck of the stand (2).
  • Page 40: Camera

    Camera To replace the camera: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Insert a paper clip into the release holes on each side of the camera (1) to disengage the internal latches, and then pull the camera out of the display head (2). Insert the new webcam into the camera slot on the display head and press the webcam down so that it engages the internal latches.
  • Page 41 Remove the screws from the camera blank (1), and then slide the blank back to remove it from the display head (2). Insert the new camera into the camera slot on the display head and press the camera down so that it engages the internal latches.
  • Page 42: 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. To remove the WLAN module: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 43: 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 17). Remove the base unit rear and front access panels (see Base unit access covers on page 18).
  • Page 44: Antennas

    Antennas The antenna cables route from the WLAN module to antennas at the top of the computer. The antennas are secured to the computer with adhesive. To remove the antennas: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 45: Heat Sink

    Heat sink Heat sink appearance varies based on processor type and graphics memory. To remove the heat sink: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the base unit rear and front access panels (see Base unit access covers on page 18).
  • Page 46: Processor

    Processor Description Intel Core i7-7700 processor Intel Core i7-6700 processor Intel Core i5-7600 processor Intel Core i5-7500 processor Intel Core i5-6600 processor Intel Core i5-6500 processor Intel Core i3-7320 processor Intel Core i3-7300 processor Intel Core i3-7100 processor Intel Core i3-6100 processor Intel Pentium G4600 processor Intel Pentium G4620 processor Intel Pentium G4560 processor...
  • 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: System Board

    System board To remove the system board you must first remove the stand bracket and plastic piece. You must also remove the metal I/O bracket on the side of the system board. To remove the system board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 49 Remove the three screws that secure the I/O bracket to the system board. Lift the I/O bracket off the system board. System board...
  • Page 50 Remove the five Torx screws that secure the system board to the computer. Rotate the side of the system board upward (1), and the pull it away from the I/O connectors and out of the computer (2). To install the system board, reverse the removal procedures. Replace the thermal pad below the system board.
  • Page 51 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 power button light turns white to access the utility.
  • Page 52: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component NTDP1 Black Display connector DIMM1 Black Memory module NTDP2 Black Display connector WLAN Black WLAN module Black Processor socket Black RTC battery CMOS Yellow Reset CMOS PSWD Black Clear system passwords SPKR...
  • Page 53: 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 54 Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press Esc. To apply and save changes, select Main > Save Changes and Exit. ●...
  • Page 55: 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 56 Check for Update on Next Reboot – default is disabled. ■ BIOS Source – lets you select either HP.com or a custom URL. If Custom URL is selected, Edit Custom URL becomes active. Using a custom URL is recommended only for a managed IT environment.
  • Page 57: Computer Setup-security

    Table 5-1 Computer Setup—Main (continued) Option Description ● Ownership Tag Replicated Setup Backup current settings to USB device Saves system configuration to a formatted USB flash media device. Restore current settings from USB device Restores system configuration from a USB flash media device. Save Custom Defaults Saves the current system configuration settings as the custom default set.
  • Page 58 Manual recovery is intended only for situations where forensic analysis is desired before HP SureStart recovery. When this policy is set to manual, HP SureStart will not correct any issues that are found until the manual recovery key sequence is input by the local user. This can result in a computer that is unable to boot until the manual recovery key sequence is input.
  • Page 59 (any modification to HP firmware) while the operating system is running. – Log Event Only – HP Sure Start will log all critical security events in the HP Sure Start audio log within the HP Sure Start non-volatile (flash) memory.
  • Page 60 Table 5-2 Computer Setup—Security (continued) Option Description – The current bootable disk is the same disk from which the backup copy was saved CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you are confident that the current bootable disk's MBR has been corrupted or infected with a virus.
  • Page 61: Computer Setup-advanced

    Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-3 Computer Setup—Advanced (for advanced users) Option Heading Display Language Lets you select the language of the menus in F10 Setup and the keyboard layout. Scheduled Power-On This feature wakes the system up from a powered off state at a specified date and time.
  • Page 62 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Secure Boot Configure Legacy Support and Secure Boot Configuration Lets you turn off all legacy support on the computer, including booting to DOS, running legacy graphics cards, booting to legacy devices, and so on. Lets you make sure an operating system is legitimate before booting to it, making Windows resistant to malicious modification from preboot to full operating system booting, preventing firmware attacks.
  • Page 63 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading M.2 WLAN/BT Lets you disable the wireless module slot. Default is enabled. Allow PCIe/PCI SERR# Interrupt (enable/disable) Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity errors, and critical errors other than parity.
  • Page 64 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Select to enable the M.2 controller. Default is enabled. Increase Idle Fan Speed(%) Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still automatically controlled.
  • Page 65 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Allows certain operating systems to decrease the processors power consumption when the processor is idle. Default is enabled. S5 Maximum Power Savings (enable/disable) Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is removed from the wake up circuitry, the expansion slots, and any management features while in S5.
  • Page 66: Recovering The Configuration Settings

    Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers are not deactivated. BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during execution if the alert is sent to the management console.
  • Page 67: 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 68: Using Remote Hp Pc Hardware Diagnostics (uefi) Settings (select Products Only)

    Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP website or from a server that has been preconfigured for use. Your computer does not require the traditional local storage (such as a disk drive or USB flash drive) to run remote diagnostics.
  • Page 69: 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 70: Helpful Hints

    Be in front of your computer when you call. ● ● Write down the computer serial number and product ID number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. Remove any software that was recently installed.
  • Page 71: 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 72 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 73 Poor performance. Cause Solution Program previously accessed did not release reserved memory Restart the computer. back to the system. Virus resident on the hard drive. Run virus protection program. Too many applications running. Close unnecessary applications to free up memory. Add more memory.
  • Page 74: Solving Power Problems

    System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive LED turns white, then: If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.
  • Page 75: Solving Hard Drive Problems

    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.) Computer powered off automatically and the Power LED flashes red four times and then white two times. Cause Solution A fan may be blocked or not turning.
  • Page 76 Disk transaction problem. Cause Solution Either the directory structure is bad or there is a problem with a In Windows 7, click Start, expand Computer, and right-click on a file. drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now.
  • Page 77: Solving Audio Problems

    Computer will not boot from hard drive. Cause Solution The device is attached to a SATA port that has been hidden in Check SATA cable connections. Computer Setup. Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Advanced > Port Options.
  • Page 78: Solving Printer Problems

    Sound does not come out of the speaker or headphones. Cause Solution Headphones or devices connected to the line-out connector mute Turn on and use headphones or external speakers, if connected, the internal speaker. or disconnect headphones or external speakers. Computer is in Sleep state.
  • Page 79: Solving Keyboard And Mouse Problems

    Printer will not print. Cause Solution If you are on a network, you may not have made the connection Make the proper network connections to the printer. to the printer. Printer may have failed. Run printer self-test. Printer will not turn on. Cause Solution The cables may not be connected properly.
  • Page 80: Solving Hardware Installation 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. Windows 7: Press the Ctrl keys at the same time (or press the Windows logo key) to display the Start menu.
  • Page 81 Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM3. Replace third-party memory with HP memory. Solving hardware installation problems...
  • Page 82: Solving Network Problems

    Power LED flashes Red three times and then white two times. Cause Solution 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. Network driver does not detect network controller.
  • Page 83 Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution Network driver is not properly loaded. Reinstall network drivers. System cannot autosense the network. Disable auto-sensing capabilities and force the system into the correct operating mode.
  • Page 84: 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 85: Solving Usb Flash Drive 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 USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table.
  • Page 86: Solving Internet Access Problems

    USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows. USB flash drive not found (identified). Cause Solution The device is attached to a USB port that has been hidden in...
  • Page 87: 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 88 Computer will not continue and the HP logo does not display. Cause Solution See the Worldwide Limited Warranty for terms and conditions. “Illegal Operation has Occurred” error message is displayed. Cause Solution Software being used is not Microsoft-certified for your version of Verify that the software is certified by Microsoft for your version Windows.
  • Page 89: 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 90: 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 91: Using The Hp Cloud Recovery Download Tool (select Products Only)

    HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see...
  • Page 92: Using The Hp Recovery Partition (select Products Only)

    Using HP Recovery media (select products only) on page ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. You can find contact information from the HP website.
  • Page 93: Using Hp Recovery Media To Recover

    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 94: 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 95 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 96 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. Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes...
  • Page 97 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 98 Control panel message Description Recommended action Ensure that none of the keys are depressed. Replace keyboard. 801-Keyboard or System Unit Error Keyboard failure. Reconnect the keyboard with computer turned off. Ensure that none of the keys are depressed. Replace the keyboard. Replace the system board.
  • Page 99: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter System board power ● ● Processor failure BIOS corruption ●...
  • Page 100 Category Major/minor code Description BIOS The main area (DXE) of BIOS has become corrupted and there is no recovery binary image available. The embedded controller policy requires the user to enter a key sequence. The embedded controller is checking or recovering the boot block. Hardware The embedded controller has timed out waiting for BIOS to return from memory initialization.
  • Page 101: 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 102 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 103: 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 104: 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 105: 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 106: 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 107 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 108: 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 109 512 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 101...
  • Page 110: 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 111 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 112: Specifications

    Specifications Item Dimensions Without base Base only With base Width 32.1 in (815.8 mm) 15.7 in (400.0 mm) 32.1 in (815.8 mm) Depth 2.9 in (73.8 mm) 7.5 in (190.0 mm) 7.5 in (190.0 mm) Height 14.44 in (366.7 mm) 1.5 in (37.0 mm) 18.0 in (457.3 mm) Approximate Weight...
  • Page 113 91 Computer Setup removing 37 audio problems 69 access problem 63 helpful hints 62 country power cord set HP PC Hardware Diagnostics (UEFI) requirements 97 using 59 backups 81 Customer Support 61 HP Recovery Manager base unit rear components 3...
  • Page 114 98 problems 71 system 83 system recovery 83 USB flash drive 85 system restore point using HP Recovery media 82 creating 82 network problems 74 recovery media system restore point, creating 81 nonvolatile memory 98 creating using HP Recovery...

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