HP ProDesk 400 G5 SFF Maintenance And Service Manual
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HP ProDesk 400 G5 SFF Maintenance And Service Manual

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Maintenance and Service Guide
HP ProDesk 400 G5/G6 SFF

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Summary of Contents for HP ProDesk 400 G5 SFF

  • Page 1 Maintenance and Service Guide HP ProDesk 400 G5/G6 SFF...
  • Page 2 Bluetooth is a trademark owned by its proprietor of the HP End User License Agreement (EULA). If and used by HP Inc. under license. Intel, Core, you do not accept these license terms, your sole...

  • Page 3: Table Of Contents

    Table of contents 1 Product features ....................................... 1 Standard configuration features ............................1 Front panel components ................................. 2 Rear panel components ................................3 2 Illustrated parts catalog ................................... 4 Serial number location ................................4 Computer major components ..............................4 Miscellaneous parts ................................. 8 3 Routine care, SATA drive guidelines, and disassembly preparation ....................
  • Page 4 Front bezel ....................................34 Drive cage ....................................35 Hard drives ....................................36 Memory card reader ................................38 WLAN module ..................................39 Memory module ..................................40 Speaker ....................................41 Power supply ..................................42 Fan shroud ....................................43 Fan-sink ....................................44 Processor ....................................45 Serial connector module ...............................
  • Page 5 Backing up information and creating recovery media ....................102 Using Windows tools ............................102 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ..102 Restoring and recovery ............................... 103 Restoring, resetting, and refreshing using Windows tools ..............103 Recovering using HP Recovery media ......................

  • Page 7: Product Features

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

  • Page 8: Front Panel Components

    Front panel components Drive configuration can vary by model. Some models have a bezel blank covering the slim optical drive bay. Table 1-1 Front panel components and their descriptions Front panel components Slim optical drive (select products only) Audio-out (headphone)/Audio-in (microphone)combo jackAudio-out (headphone)/Audio-in (microphone)combo jack Memory card reader...

  • Page 9: Rear Panel Components

    Rear panel components Table 1-2 Rear panel components and their descriptions Rear panel components Audio-in jack VGA monitor connector RJ-45 (network)jack USB ports (4) Audio-out jack for powered audio device USB SuperSpeed ports (2) DisplayPort monitor connectors (2) Power cord connector NOTE: When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and/or the integrated graphics on the system board may be used.

  • Page 10: Illustrated Parts Catalog

    Illustrated parts catalog Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available for use when contacting support for assistance. Computer major components Table 2-1 Computer major components and their descriptions Description...
  • Page 11 Table 2-1 Computer major components and their descriptions (continued) Description Intel Core i5-9400 2.90-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i3-9300 3.70-GHz processor (2400-MHz FSB, 8.0-MB SmartCache, quad core) Intel Core i3-9100 3.60-GHz processor (2400-MHz FSB, 8.0-MB SmartCache, quad core) Intel Core i7-8700 3.20-GHz processor (2666-MHz front-side bus [FSB], 12.0-MB SmartCache, six cores) Intel Core i5-8600 3.10-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores) Intel Core i5-8500 3.00-GHz processor (2666-MHz FSB, 9.0-MB SmartCache, six cores)
  • Page 12 Table 2-1 Computer major components and their descriptions (continued) Description Networking: Intel Ethernet I210-T1 GbE network interface card (NIC) Intel 9560 ac 2×2 + Bluetooth 5 non-vPro WW Realtek 8822BE 802.11ac PCIe×1 Card Realtek ac 1×1 + Bluetooth 4.2 LE M.2 2230 PCI-e+USB WW Realtek RTL8723DE bgn 1×1 + Bluetooth 4.2 LE M.2 2230 PCI-e+USB WW with 1 antenna Antenna cover Internal wireless antenna cable assembly...
  • Page 13 Table 2-1 Computer major components and their descriptions (continued) Description 500-GB, 7200-rpm, 3.5-in., SATA, 6.0-GB/sec, Smart IV hard drive 500-GB, 7200-rpm, 7.0-mm 500-GB, 5400-rpm, 7.0-mm, HYBRID 8-GB 500-GB, 7200-rpm with Federal Information Processing Standard (140-2)security and OPAL2 500-GB, 5400-rpm with (FIPS 140-2)security and OPAL2 500-GB, 7200-rpm, SATA with self-encryption (SED)and OPAL2 500-GB, 7200-rpm, Hybrid 8-GB NAND with OPAL2 500-GB, 7200-rpm, 2.5-in.

  • Page 14: Miscellaneous Parts

    Table 2-1 Computer major components and their descriptions (continued) Description 256-GB, M.2 2280, PCIe, NVMe solid-state drive with SED, OPAL2, and TLC 256-GB, M.2 2280, PCIe3×4 solid-state drive with SED and TLC 256-GB, M.2, PCIe, NVMe solid-state drive with TLC (value) 256-GB, SATA-3 solid-state drive with TLC 256-GB, SATA-3 solid-state drive with SED, OPAL2, and TLC 256-GB, SATA-3 solid-state drive with SED, OPAL2, and TLC, second drive...
  • Page 15 HP DisplayPort–to–DVI SL adapter HP DisplayPort–to–HDMI 2.0 adapter HP DisplayPort–to–VGA adapter HP USB–to–serial port adapter HP USB Type-C–to–DisplayPort adapter HP USB Type-C–to–DisplayPort adapter HP USB Type-C–to–USB Type-A hub Cables: DisplayPort cable (1.83-m) DisplayPort–to–VGA cable DVI monitor cable Hard drive SATA power cable (2×2-pin) Optical drive SATA power cable (2×2-pin)
  • Page 16 NVIDIA GeForce GT730 2-GB DP DVI PCIe×8 GFX NVIDIA GeForce GT730 2-GB DP PCIe×8 GFX Keyboards: HP antimicrobial slim business keyboard for use in the People’s Republic of China HP conferencing keyboard: For use in Asia/Pacific countries and regions For use in Belgium...
  • Page 17 For use in the People’s Republic of China For use in Taiwan For use in Thailand For use in the United States HP Premium Wireless Keyboard/Mouse Kit: For use in Belgium For use in Bosnia, Herzegovina, Crotia, Slovenia, Yugoslavia For use in Bulgaria...
  • Page 18 For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP PS/2 slim Windows 8 keyboard: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Brazil...
  • Page 19 For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim business keyboard in grey finish: For use in Belgium For use in France For use in Germany...
  • Page 20 For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB premium keyboard: For use in Belgium For use in Bulgaria For use in Canada For use in Denmark...
  • Page 21 For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim Windows 8 keyboard: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Bulgaria...
  • Page 22 For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP USB slim Windows 8 keyboard with PCR: For use in Brazil For use in Latin America HP USB SmartCard slim keyboard with CCID:...
  • Page 23 For use in Thailand For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless collaboration keyboard: For use in Belgium For use in Bulgaria For use in Canada For use in Denmark...
  • Page 24 For use in Taiwan For use in Turkey For use in the United Kingdom and Singapore For use in the United States HP wireless premium keyboard: For use in Belgium For use in Bulgaria For use in Canada For use in Denmark...
  • Page 25 Description For use in the United Kingdom and Singapore For use in the United States HP wireless Windows 8 keyboard/mouse combination with dongle: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Brazil...
  • Page 26 Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in the United Kingdom and Singapore For use in the United States Katydid black USB keyboard with U.S. layout: For use in Brazil For use in KD2 Moonraker Healthcare USB wired keyboard: For use in Canada For use in Latin America For use in the United Kingdom...
  • Page 27 Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Turkey For use in the United Kingdom and Singapore Unbranded USB keyboard ME: For use in Belgium For use in Bosnia, Herzegovina, Croatia, Slovenia, and Yugoslavia For use in Brazil For use in Bulgaria For use in Canada For use in the Czech Republic and Slovakia...
  • Page 28 Table 2-2 Miscellaneous parts and their descriptions (continued) Description For use in Thailand For use in Turkey For use in United Kingdom and Singapore For use in the United States Unbranded USB slim business keyboard in grey finish: For use in Belgium For use in Germany Unbranded USB SmartCard slim keyboard with CCID: For use in Belgium...
  • Page 29 Mouse: HP PS/2 optical mouse HP USB antimicrobial mouse HP USB hardened mouse HP USB laser mouse HP USB mouse in grey finish HP USB mouse in grey finish v.2 HP USB optical mouse HP USB premium mouse Miscellaneous parts...
  • Page 30 Table 2-2 Miscellaneous parts and their descriptions (continued) Description Moonraker Healthcare USB wired mouse USB PS/2 washable mouse USB 3.0 SD Card reader Wired local area network (LAN) Intel Ethernet I210-T1 PCIe×1 Gb network interface card (NIC) Realtek RTL8111HSH-CG GbE Ethernet Chapter 2 Illustrated parts catalog...

  • Page 31: 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 32: Preventing Electrostatic Damage To Equipment

    Preventing electrostatic damage to equipment Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric components and accessories. ● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. ●...

  • Page 33: Recommended Materials And Equipment

    Keep work area free of non-conductive materials such as ordinary plastic assembly aids and Styrofoam. ● ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends the following grounding equipment to prevent electrostatic damage: Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ●...

  • Page 34: Routine Care

    Never cover the ventilation slots on the monitor with any type of material. ● ● Install or enable power management functions of the operating system or other software, including sleep states. Routine care General cleaning safety precautions Never use solvents or flammable solutions to clean the computer. Never immerse any parts in water or cleaning solutions;...

  • Page 35: Cleaning The Monitor

    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, and then returned to their proper locations.

  • Page 36: Cables And Connectors

    HP. SMART ATA drives The Self Monitoring Analysis and Recording Technology (SMART)ATA drives for HP personal computers have built-in drive failure prediction that warns the user or network administrator of an impending failure (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 37: Removal And Replacement Procedures

    Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. Preparation for disassembly WARNING! Voltage is always present on the system board when the computer is plugged into an active...

  • Page 38: Access Panel

    Access panel Prepare the computer for disassembly (see Preparation for disassembly on page 31). Position the computer with the rear toward you. Loosen the access panel locking screw (1). Use the access panel release handle (2)to pull the access panel back. Remove the access panel (3).

  • Page 39: Optical Drive

    Optical drive Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Disconnect the optical drive SATA cable (1)from the back of the optical drive. Disconnect the optical drive power cable (2)from the back of the optical drive. Press the optical drive release latch (1).

  • Page 40: Front Bezel

    Front bezel Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Detach the four clips (1)on the top edge of the front bezel from the tabs on the computer chassis. Swing the top edge of the front cover (2)away from the computer chassis.

  • Page 41: Drive Cage

    Drive cage Follow these steps to remove the drive cage: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Disconnect the power cable (1)from the 2.5-inch hard drive. Disconnect the data cable (2)from the 2.5-inch hard drive.

  • Page 42: Hard Drives

    Slide the drive cage (2)up and to the right at an angle and remove it. Reverse this procedure to install the drive cage. Hard drives Follow these steps to remove a 2.5-inch hard drive: Prepare the computer for disassembly (see Preparation for disassembly on page 31).
  • Page 43 Remove the top hard drive (2)from the hard drive cage. If it is necessary to remove the bottom hard drive from the drive cage, remove the four Torx-15 M3.0×9.0 screws (2)that secure the bottom hard drive to the cage. Remove the bottom hard drive from the hard cage (3). Reverse this procedure to install the hard drives.

  • Page 44: Memory Card Reader

    Memory card reader Follow these steps to remove the memory card reader: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Remove the front bezel (see Front bezel on page 34).

  • Page 45: Wlan Module

    WLAN module CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support.

  • Page 46: Memory Module

    Memory module The computer has four memory module sockets. CAUTION: You must disconnect the power cord and wait approximately 30 seconds for the power to drain before adding or removing memory modules. Regardless of the power-on state, voltage is always supplied to the memory modules as long as the computer is plugged into an active AC outlet.

  • Page 47: Speaker

    Speaker Follow these steps to remove the speaker: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Remove the front bezel (see Front bezel on page 34). Remove the drive cage (see Drive cage on page 35).

  • Page 48: Power Supply

    Power supply Follow these steps to remove the power supply: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Remove the front bezel (see Front bezel on page 34).

  • Page 49: Fan Shroud

    Fan shroud Follow these steps to remove the fan shroud: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32). Remove the front bezel (see Front bezel on page 34).

  • Page 50: Fan-Sink

    Fan-sink NOTE: The fan-sink spare park kit includes replacement thermal material. Follow these steps to remove the fan-sink: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32), and then remove the following components: Front bezel (see Front bezel on page Drive cage (see...

  • Page 51: Processor

    Processor NOTE: The processor spare park kit includes replacement thermal material. Follow these steps to remove the fan-sink: Prepare the computer for disassembly (see Preparation for disassembly on page 31), and then remove the following components: Remove the access panel (see Access panel on page 32), and then remove the following components: Front bezel (see...
  • Page 52 Lift the processor (4)straight up and remove it. CAUTION: When installing the processor, the gold triangle (1)on the processor must be aligned with the triangle icon (2)embossed on the system board. Failure to follow this caution can result in damage to the pins on the processor and system board processor socket.

  • Page 53: Serial Connector Module

    Serial connector module Follow these steps to remove the serial connector module: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32), and then remove the following components: Front bezel (see Front bezel on page Drive cage (see...

  • Page 54: System Board

    System board NOTE: The system board spare park kit includes replacement thermal material. Follow these steps to remove the system board: Prepare the computer for disassembly (see Preparation for disassembly on page 31). Remove the access panel (see Access panel on page 32), and then remove the following components: Front bezel (see Front bezel on page...
  • Page 55 Remove the eight Torx-15 M3.0×9.0 screws that secure the system board to the computer chassis. Swing the top edge of the lower cage (1)away from the computer chassis. Remove the lower cage (2). Lift the front edge of the system board (1)until it rests at an angle. System board...
  • Page 56 Remove the system board (2)by sliding the front edge up and forward at an angle. Reverse this procedure to install the system board. Chapter 4 Removal and replacement procedures...

  • Page 57: 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, ● communications, and input devices.

  • Page 58: Using Computer Setup (F10)Utilities

    Using Computer Setup (F10)Utilities Computer Setup can be accessed only by turning the computer on or restarting the system. To access the Computer Setup Utilities menu, complete the following steps: Turn on or restart the computer. Repeatedly press when the monitor light turns green to access the utility. You can also press to a menu that allows you to access different options available at startup, including the Computer Setup utility.

  • Page 59: Computer Setup-Main

    ● 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: Memory Test ●...
  • Page 60 Update BIOS Using Local Media Lets you access files on either USB storage or the hard drive. The HP BIOS Update and Recovery application included in BIOS Softpaqs at www.hp.com will copy the BIOS file to the correct location on the hard drive or USB device.

  • Page 61: Computer Setup-Security

    Computer Setup—Security NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration. Table 5-2 Computer Setup—Security Option Description Set up BIOS Administrator Lets you set and enable a BIOS administrator password, which includes the following privileges: Password ●...
  • Page 62 Table 5-2 Computer Setup—Security (continued) Option Description Data Recovery Policy ● Select ‘Automatic’ or ‘Manual’ to set data recovery policy. ‘Manual’ lets you select whether or not to execute recovery of a corrupted region if it is detected. Set Up BIOS Power-On Lets you set and enable a BIOS power-on password.

  • Page 63: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description Default is ‘Unlock’. Cover Removal Sensor (Disabled/Notify user/Administrator password) Lets you disable the cover sensor or configure what action is taken if the computer cover was removed. Default is ‘Disabled’. NOTE: Notify user alerts the user with a POST error on the first boot after the sensor detects removal of the cover.
  • Page 64 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading UEFI boot sources always have precedence over legacy boot sources. Legacy Boot Order ● Specify the order in which legacy boot sources (such as a network interface card, internal hard drive, USB optical drive, or internal optical drive)are checked for a bootable operating system image.
  • Page 65 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. Changing this setting requires turning the computer off and then back on.
  • Page 66 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Clear to disable the display panel touch feature. Default is enabled. Port Options Allows you to hide the following ports from the operating system: Serial port A ● ● Serial port B SATA0 ●...
  • Page 67 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Enables or disables SATA bus and/or device power management. Default is enabled. 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.

  • Page 68: Recovering The Configuration Settings

    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. (See Computer Setup–Main on page 53 the Computer Setup—File table.) The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media device.

  • 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

    If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly: Be in front of your computer when you call. ● ● Write down the computer serial number, product ID number, and monitor serial number before calling. ●...

  • Page 71: Solving General Problems

    If you have installed an operating system other than the factory-installed operating system, check to be ● sure that it is supported on the system. If the system has multiple video sources (embedded, PCI, or PCI-Express adapters)installed (embedded ● video on some models only)and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
  • Page 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 Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory Restart the computer. back to the system. Virus resident on the hard drive. Run virus protection program. Too many applications running. Close unnecessary applications to free up memory. Add more memory.

  • Page 74: Solving Power Problems

    System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution Remove the expansion cards one at a time until the 5V_aux light on the system board turns on. Replace the system board. Press and hold the power button for less than 4 seconds.

  • Page 75: Solving Hard Drive Problems

    Power LED flashes red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)Computer powered off automatically and the Power LED flashes red three times and then white four times.
  • Page 76 Drive not found (identified). Cause Solution Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem. If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced >...

  • Page 77: Solving Media Card Reader Problems

    Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. Use the task manager to close programs that do not respond. Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power.

  • Page 78: Solving Display Problems

    Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. Type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on the corresponding drive icon, and then select Eject.
  • Page 79 Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.
  • Page 80 Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution System board failure (ROM detected failure prior to video). Replace the system board.
  • Page 81 Image is not centered. Cause Solution Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select ImageControl/ Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image. “No Connection, Check Signal Cable” displays on screen. Cause Solution Monitor video cable is disconnected.

  • Page 82: Solving Audio Problems

    (flat panel monitors using an analog VGA input connection only). Cause Solution the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not seated properly or is bad (some models). Reseat the graphics card. Replace the graphics card. Certain typed symbols do not appear correct.
  • Page 83 Sound does not come out of the speaker or headphones. Cause Solution CAUTION: When attempting to resume from Sleep state, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.

  • Page 84: Solving Printer Problems

    There is no sound or very weak sound is detected by the headset microphone. Cause Solution connector. To solve the issue, use a CTIA style headset or a commercially available adapter that will convert from OMTP to CTIA signaling. There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than speakers.

  • Page 85: Solving Keyboard And Mouse Problems

    Printer prints garbled information. Cause Solution The correct printer driver for the application is not installed. Install the correct printer driver for the application. 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 Printer will not print.
  • Page 86 Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged into the back of Shut down the computer using the keyboard. the computer. Press the Ctrl keys at the same time (or press Windows logo key)to display the Start menu.

  • Page 87: 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 88: 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 89 Table 6-2 Solving network problems (continued) Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution Enable the network controller in the operating system using Device Manager. To access Device Manager, type device manager in the taskbar search box, and then select Device Manager from the list of applications.
  • Page 90 Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Reinstall the network drivers using the Windows recovery tools. If necessary, download the softpaq from the web (from a different computer). The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.

  • Page 91: 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 92: 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 93: Solving Front Panel Component Problems

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

  • Page 94: 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 95: 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 96 Control panel message Description Recommended action RTC (real-time clock)battery may need to the problem persists, replace the RTC battery. be replaced. See the Removal and Replacement section for instructions on installing a new battery. 008–Microcode Patch Error Processor is not supported by the BIOS. Upgrade BIOS to proper version.
  • Page 97 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.) Back up contents and replace hard drive. POST numeric codes and text messages...
  • Page 98 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 99 Control panel message Description Recommended action 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an ▲ If a PCI expansion card was recently added, option ROM too large to download during POST. remove it to see if the problem remains. 41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated Reconnect or replace front USB cable.

  • Page 100: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating. Overheating may occur if the cooling vents are blocked or the operating temperature exceeds the system specifications.
  • Page 101 Patterns of blink/beep codes are determined by using the following parameters: 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ●...

  • Page 102: Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner.

  • Page 103: Resetting Cmos And/Or The Password Jumper

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner.
  • Page 104 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before...

  • Page 105: Changing A Setup Or Power-On Password

    Changing a Setup or Power-on password To change the power-on or setup password, complete the following steps: Turn on or restart the computer. To change the Setup password, go to step 2. To change the Power-on password, go to step 3. To change the Setup password, as soon as the computer turns on: - Press the Esc key while “Press the ESC key for Startup Menu”...

  • Page 106: 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 107: Downloading Hp Pc Hardware Diagnostics (Uefi)To A Usb Device

    NOTE: The HP PC Hardware Diagnostics (UEFI)download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are offered. There are two options to download HP PC Hardward Diagnostics to USB device.

  • Page 108: 10 Backing Up, Restoring, And Recovering

    You must be connected to the Internet to access the Get Help app. Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: ▲...

  • Page 109: Restoring And Recovery

    HP Recovery media is used to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see...

  • Page 110: Using Hp Sure Recover (Select Products Only)

    Using HP Sure Recover (select products only) Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the hardware and firmware. HP Sure Recover can fully restore the HP OS image without installed recovery software.

  • Page 111: Appendix A Battery Replacement

    The lifetime of the lithium battery can be extended by plugging the computer into a live AC wall socket. The lithium battery is only used when the computer is not connected to AC power. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
  • Page 112 Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position. Type 2 To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up.
  • Page 113 Insert the new battery and position the clip back into place. NOTE: After the battery has been replaced, use the following steps to complete this procedure. Replace the access panel. Plug in the computer and turn on power to the computer. Reset the date and time, your passwords, and any special system setups using Computer Setup.

  • Page 114: Appendix B Statement Of Memory Volatility

    Following system shutdown and removal of all power sources from an HP Business PC system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain in nonvolatile memory.
  • Page 115 Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. During the reboot, press esc. NOTE: If the system has a BIOS administrator password, enter the password at the prompt. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and then select Shutdown.

  • Page 116: Nonvolatile Memory Usage

    A utility is required for Computer Setup (BIOS) or a writing data to this custom utility. memory and is available on the HP website; go to http://www.hp.com/ support, and select your country. Select Drivers & Downloads, and then 110 Appendix B Statement of memory volatility...
  • Page 117 Does this Does this memory memory store retain data What is the Nonvolatile customer when power purpose of this How is data input into this How is this memory write- memory type Amount (Size) data? is removed? memory? memory? protected? follow the on-screen instructions.

  • Page 118: 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 119: Using Hp Sure Start

    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 120: Appendix C 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 121: 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 122: Appendix D Specifications

    Specifications Unit Metric value Standard value Chassis (in the desktop position) 95 mm 3.7 in Height 270 mm 10.6 in Width 300 mm 11.8 in Depth Approximate Weight 4.43 kg 9.8 lb Weight Supported (maximum distributed load in desktop position) 35 kg 77 lb Temperature Range...

  • Page 123: Index

    81 country power cord set headphone jack 2 requirements 115 helpful hints 64 backup, creating 102 Customer Support 63 HP PC Hardware Diagnostics (UEFI) backups 102 downloading 101 battery HP Recovery media disposal 30 deleting a Power-On password 99...
  • Page 124 USB flash drive 103 system memory, removing personal password recovery media data from volatile 108 clearing 96 creating using HP Cloud Recovery system restore point, creating 102 power-on 96 Download Tool 102 setup 96 creating using Windows tools passwords 99...

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