HP Pro Tower 400 G9 Maintenance And Service Manual
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HP Pro Tower 400 G9 Maintenance And Service Manual

HP Pro Tower 400 G9 Maintenance And Service Manual

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Maintenance and Service Guide
HP Pro Tower 400 G9 PCI Desktop PC
HP Pro Tower 480 G9 PCI Desktop PC
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and
more.

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Summary of Contents for HP Pro Tower 400 G9

  • Page 1 Maintenance and Service Guide HP Pro Tower 400 G9 PCI Desktop PC HP Pro Tower 480 G9 PCI Desktop PC SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
  • Page 2 HP End Not all features are available in all used by HP Inc. under license. Intel, Arc, User License Agreement (EULA).

  • Page 3: Table Of Contents

    Table of contents 1 Computer features.............................................. 1 Standard configuration features ....................................... 1 Front panel components .......................................... 1 Rear panel components .......................................... 2 Serial number location ..........................................3 2 Illustrated parts catalog..........................................5 Computer major components......................................5 Mass storage devices..........................................9 Miscellaneous parts..........................................10 3 Routine care, drive guidelines, and disassembly preparation.........................
  • Page 4 Optical drive..............................................26 Front bezel............................................... 28 Front bezel security..........................................29 Bezel blanks ..............................................30 System board connections ......................................... 31 Metal bracket ..............................................32 Battery................................................33 Expansion card............................................35 Hard drive ................................................36 Drive cage screw locations........................................ 39 Drive cage ............................................... 39 Solid-state drive............................................40 WLAN module...............................................
  • Page 5 Four red blinks then four beeps ...................................65 Solving hard drive problems......................................65 Hard drive error occurs......................................65 Disk drive transaction problem ....................................65 Drive not found (identified) ......................................66 Nonsystem disk/NTLDR missing message ..............................66 Computer will not boot from hard drive................................66 Computer seems to be locked up ..................................67 Solving audio problems..........................................67 Sound cuts in and out........................................67 Sound does not come out of the speaker or headphones .......................67...
  • Page 6 9 Backing up, restoring, and recovering.....................................110 Backing up information and creating recovery media..........................110 Using Windows tools for backing up................................110 Using the HP Cloud Recovery Download Tool to create recovery media (select products only)......110 Restoring and recovering your system..................................110 Creating a system restore ...................................... 111 Restoring and recovery methods ..................................
  • Page 7 Starting HP PC Hardware Diagnostics UEFI through HP Hotkey Support software (select products only)................................................116 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive..................116 Downloading the latest HP PC Hardware Diagnostics UEFI version................117 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) ...............................................117...

  • Page 8: Computer Features

    To identify a typical computer configuration, read this section. Features vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP Support Assistant utility. Front panel components To identify the front panel components, use these illustrations and tables.

  • Page 9: Rear Panel Components

    (purchased separately) when charging a small external device such as a smartphone. Power button USB Type-C® 10 Gbps port with HP Sleep and Charge NOTE: The combo jack supports headphones, line output devices, microphones, line input devices, CTIA-style headsets, or OMTP-style headsets.

  • Page 10: Serial Number Location

    *When you plug in a device, a menu opens, enabling you to select either the Line Out or Line In option. NOTE: Your model might have additional ports available from HP. When a graphics card is installed in one of the system board slots, you can use the video connectors on the graphics card or the integrated graphics on the system board.
  • Page 11 Chapter 1 Computer features...

  • Page 12: Illustrated Parts Catalog

    Use this information to determine the spare parts that are available for the computer. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.
  • Page 13 Table 2-1 Computer major components and their descriptions (continued) Item Description Spare part number 16 GB (DDR4-3200, NECC) L82038-001 16 GB (DDR4-3200, NECC, NMIC) N03055-001 16 GB (DDR5-4800, NECC) N02929-001 16 GB (DDR5-4800, NECC, NMIC) N24665-001 16 GB (DDR5-5600) N77570-001 16 GB (DDR5-5600, NMIC) N93755-001 16 GB (DDR5-4800, NECC, for use in the People's Republic of China)
  • Page 14 Table 2-1 Computer major components and their descriptions (continued) Item Description Spare part number For use in models with a standard BIOS with the following processors: 12000 series, G7400, M99751-001 G6900 For use in models with a standard BIOS with the following processors: 12000 series, G7400, M99751-601 G6900 For use in models with a NetClone BIOS with the following processors: 12000 series, G7400,...
  • Page 15 Table 2-1 Computer major components and their descriptions (continued) Item Description Spare part number Intel® Wi-Fi® 6 AX201 (2 × 2) and Bluetooth® 5.2, non-vPro® M53366-001 Intel Wi-Fi 6 AX201 (2 × 2) and Bluetooth 5.2, vPro M53363-001 Realtek RTL8822CE Wi-Fi 5 (2 × 2) and Bluetooth 5 M91238-001 Realtek RTL8821CE Wi-Fi 5 (1 ×...

  • Page 16: Mass Storage Devices

    Table 2-1 Computer major components and their descriptions (continued) Item Description Spare part number NVIDIA GeForce RTX™ 3050 N20745-001 Intel Arc™ A380 N28648-001 AMD® Radeon™ RX6300 N38638-001 Parallel port 830632-001 Serial port + PS/2 L13221-001 PCIe to RS-232 L47441-001 Intel Ethernet Network Adapter I225-T1 L89168-001 Intel Ethernet Network Adapter I226-T1 N73408-001...

  • Page 17: Miscellaneous Parts

    Table 2-2 Mass storage devices and their descriptions (continued) Item Description Spare part number 512 GB L85364-001 256 GB, PCIe-4 × 4, TLC, self-encrypting drive (SED) M52029-001 256 GB, PCIe-4 × 4, self-encrypting drive (SED) N35225-001 256 GB, PCIe-4 × 4, NMIC N30732-001 256 GB, PCIe-4 ×...
  • Page 18 HP 125 antimicrobial, wired M27883-001 HP 125 wired M27884-001 HP 128 laser, wired M27885-001 Keyboard (country codes are listed following this table) HP 655 wireless mouse + keyboard M87234-xx1 USB slim, smartcard 911725-xx1 PS/2, slim 803821-xx1 L95712-xx1 HP 125, wired...
  • Page 19 Table 2-3 Miscellaneous parts and their descriptions (continued) Description Spare part number Israel (HF) M75114-001 Italy M51842-001 Japan M51864-001 Japan (12A) N49834-001 North America M51844-001 People's Republic of China M51848-001 South Africa M51858-001 South Korea M51866-001 Switzerland M51860-001 Switzerland (HF) M54994-001 Taiwan M51870-001...

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

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

  • Page 21: Preventing Electrostatic Damage To Equipment

    Table 3-1 Static electricity occurrence based on activity and humidity (continued) Relative humidity 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 400 V 800 V 6,000 V Removing DIPs (dual in-line packages) from plastic tube 400 V...

  • Page 22: Grounding The Work Area

    ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends these materials and equipment to prevent static electricity. ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ●...

  • Page 23: Operating Guidelines

    ● Opaque shielding bags ● Transparent metallized shielding bags ● Transparent shielding tubes Operating guidelines This information details how 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: Removing Dirt And Debris From Your Computer

    Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish.

  • Page 25: Cleaning The Computer Case

    Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish.

  • Page 26: Cleaning The Monitor

    To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer case on page When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 16 before following these procedures.

  • Page 27: Screws

    The screws used in the computer are not interchangeable. They could have standard or metric threads and might be of different lengths. If you use an incorrect screw during the reassembly process, it can damage the unit. HP strongly recommends that you keep all screws that you remove during disassembly with the removed part and then return them to their proper locations.

  • Page 28: Sata Hard Drives

    Data transfer rate 6.0 Gbps Always use an HP-approved SATA 6.0 Gbps cable because it is fully backwards compatible with the SATA 1.5 Gbps drives. Current HP desktop products ship with SATA 6.0 Gbps hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it tighter than a 30 mm (1.18 in) radius.
  • Page 29 ● Do not bend any cable sharply. A sharp bend can break the internal wires. ● Never bend a SATA data cable tighter than a 30 mm (1. 1 8 in) radius. ● Never crease a SATA data cable. Chapter 3 Routine care, drive guidelines, and disassembly preparation...

  • Page 30: Removal And Replacement Procedures

    Not all features listed in this guide are available on all computers. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.

  • Page 31: Memory Modules (Dimms)

    ■ Loosen the thumbscrew on the rear of the computer (1), slide the panel back, and then lift if off the computer (2). To install the access panel, reverse the removal procedure. Memory modules (DIMMs) To remove the memory modules, use this information and procedures. Table 4-1 Memory module description and part number Description...
  • Page 32 Table 4-1 Memory module description and part number (continued) Description Spare part number 4 GB (DDR4-3200, NECC) L82034-001 The memory sockets on the system board are populated with at least one preinstalled memory module. To achieve the maximum memory support, you can populate the system board with up to 64 GB of memory configured in a high-performing dual-channel mode.

  • Page 33: Optical Drive

    To remove a memory module, open both latches of the memory module socket (1), and then remove the memory module from the socket (2). To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2).
  • Page 34 Table 4-2 Optical drive description and part number Description Spare part number DVD-ROM 932497-850 DVD±RW M75172-001 Optical drive bezel N02690-001 Optical drive bezel blank N02692-001 Before removing the optical drive, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 35: Front Bezel

    Install the release latch onto the drive. Align the small pin on the release latch with the small hole on the side of the drive and press the latch firmly onto the drive. Connect the power cable and data cable to the rear of the drive, and then connect the opposite end of the data cable to one of the SATA connectors labeled SATA1 or SATA2 on the system board.

  • Page 36: Front Bezel Security

    Lift the three tabs that secure the bezel to the computer (1). Rotate the top of the bezel downward (2), and then remove it from the computer. To install the front bezel, reverse the removal procedure. Front bezel security To install the silver 6-32 security screw into the front bezel, use these procedures. Before installing the front bezel security screw, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 37: Bezel Blanks

    Install the security screw through the hole in the center retainer tab on the front bezel to secure the bezel in place (2). To remove the front bezel security screw, reverse the installation procedure. Bezel blanks To remove the bezel blanks, use these procedures. Table 4-4 Bezel blank description and part number Description...

  • Page 38: System Board Connections

    ■ To remove a bezel blank, press the release tab on the inside of the blank (1), and then rotate the blank off the front of the bezel (2). System board connections Use this illustration and table to determine system board connection locations. Table 4-5 System board connections Item...

  • Page 39: Metal Bracket

    Table 4-5 System board connections (continued) Item Component Item Component WLAN module (16) PCI Express ×16 slot Power supply (17) CMOS button Drive power connector (18) Chassis fan Solid-state drive (SSD1) (19) Serial port Any SATA device other than the primary (20) Primary hard drive hard drive...

  • Page 40: Battery

    Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water. ● Replace the battery only with the HP spare part that is designated for this product. IMPORTANT: Before replacing the battery, back up the computer CMOS settings. When the battery is removed or replaced, the CMOS settings are cleared.
  • Page 41 Squeeze the latch (1), and then lift the cover (2) to open it. To release the battery from its holder, squeeze the metal clamp (1) that extends above one edge of the battery. When the battery (2) pops up, lift it out. With the positive side up, insert the battery (1) onto the battery socket at an angle, and then press the battery (2) down until it locks into place.

  • Page 42: Expansion Card

    Insert the cover (1) onto the battery socket at an angle, and then press the cover (2) down until it locks into place. Expansion card The computer has one PCI Express ×1 expansion socket, one PCI Express ×16 expansion socket, and one PCI ×1 expansion socket.

  • Page 43: Hard Drive

    Locate the correct vacant expansion socket on the system board and the corresponding expansion slot on the back of the computer chassis. Release the slot cover retention latch by lifting the tab on the latch and rotating the latch to the open position (1).
  • Page 44 ● Connect secondary hard drives and optical drives to any of the light-blue SATA connectors on the system board. The connectors are labeled SATA1 and SATA2. IMPORTANT: To prevent loss of work and damage to the computer or drive: ● If you are inserting or removing a drive, shut down the operating system properly, turn off the computer, and unplug the power cord.
  • Page 45 To remove the hard drive under the drive cage: Disconnect the power and data cables from the back of the hard drive (1). While holding the drive, remove the three screws that secure the drive to the cage (2) and then remove the drive from the bottom of the drive cage (3).

  • Page 46: Drive Cage Screw Locations

    Drive cage screw locations Use this information to determine screw installation locations for different drive sizes. You can install 3.5 inch and 2.5 inch drives into the drive cage. (1) 3.5 inch drive (2) 2.5 inch drive Drive cage To remove the drive cage, use these procedures. Before removing the drive cage, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 47: Solid-State Drive

    Remove the optical drive (see Optical drive on page 26). Remove the front bezel (see Front bezel on page 28). Remove the drive cage: Remove the Torx screw from the front of the computer (1). Lift the tab on the inside-left of the drive cage (2) and rotate the cage upward to approximately 50-60°...
  • Page 48 Table 4-8 Solid-state drive descriptions and part numbers (continued) Description Spare part number 256 GB, PCIe-4 × 4, TLC M52025-001 256 GB L85354-001 128 GB, PCIe-4 × 4 N42382-001 Solid-state drive heat sink N02705-001 Before removing the solid-state drive module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 49: Wlan Module

    Lift the drive up (1), and then pull the drive out of the system board connector (2). To install the solid-state drive module, reverse the removal procedure. WLAN module To remove the WLAN module, use these procedures. Table 4-9 WLAN module description and part number Description Spare part number Intel Wi-Fi 6 AX201 (2 ×...
  • Page 50 Remove the optical drive (see Optical drive on page 26). Remove the front bezel (see Front bezel on page 28). Remove the drive cage (see Drive cage on page 39). Remove the WLAN module: Remove the plastic shield that covers the antennas where they are connected to the module (1). Disconnect the antenna cables from the module (2).

  • Page 51: Fan

    If the WLAN antenna is not connected to the terminal on the WLAN module, you must install a protective sleeve on the antenna connector, as shown in the following illustration. To install the WLAN module, reverse the removal procedure. NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.

  • Page 52: Serial Port

    Lift the fan out of the chassis (3). To install the fan, reverse the removal procedure. Serial port To remove serial port, use these procedures. Table 4-11 Serial port description and part number Description Spare part number Serial port M51207-001 Before replacing the serial port, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 53: Hood Sensor

    Pull the serial port into the computer to remove it (3). To install the serial port, reverse the removal procedure. Hood sensor To remove the hood sensor, use these procedures. Table 4-12 Hood sensor description and part number Description Spare part number Hood sensor 638816-001 Before removing the hood sensor, follow these steps:...

  • Page 54: Option Board

    Using a screwdriver or similar tool, slide the sensor out of the slot in the rear of the chassis (2). To install the hood sensor, reverse the removal procedure. Option board To remove the option board, use these procedures. Table 4-13 Option board descriptions and part numbers Description Spare part number...

  • Page 55: Heat Sink

    Lift to disengage the board from the system board connector, and then remove the option board from the computer (2). To install the option board, reverse the removal procedure. Heat sink To remove the heat sink, use these procedures. Table 4-14 Heat sink description and part number Description Spare part number...
  • Page 56 In the order indicated on the heat sink, loosen the four captive Torx screws (2). IMPORTANT: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to evenly seat the downward forces on the processor. The pins on the socket are fragile, and any damage to them could require replacing the system board.

  • Page 57: Processor

    Processor To remove the processor, use these procedures. Table 4-15 Processor descriptions and part numbers Description Spare part number Intel Core i7-14700 (2. 1 GHz, 20 core, 65 W) N74714-003 Intel Core i5-14600 (2.7 GHz, 14 core, 65 W) N92025-003 Intel Core i5-14500 (2.6 GHz, 14 core, 65 W) N75105-003 Intel Core i5-14400 (2.5 GHz, 10 core, 65 W)

  • Page 58: Card Reader

    The heat sink must be installed within 24 hours of installing the processor to prevent damage to the processor’s solder connections. To install the processor, reverse the removal procedures. NOTE: 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.

  • Page 59: Speaker

    Remove the card reader from the computer (3). To install the card reader, reverse the removal procedure. Speaker To remove the speaker, use these procedures. Table 4-17 Speaker description and part number Description Spare part number Speaker N04504-001 Before removing the speaker, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 60: Power Supply

    Pull the speaker into the computer to remove it (4). To install the speaker, reverse the removal procedures. Power supply To remove the power supply, use these procedures. Table 4-18 Power supply description and part number Description Spare part number Power supply, 400 W N03175-001 Power supply, 260 W...

  • Page 61: System Board

    Remove the three Torx screws (5) that connect the power supply to the rear of the chassis. Press the release lever at the front of the power supply (6), slide the power supply toward the front of the computer, and then lift the power supply out of the chassis (7). To install the power supply, reverse the removal procedures.
  • Page 62 Table 4-19 System board description and part number (continued) Description Spare part number For use in models with a NetClone BIOS with the following processors: 14000 series, 300 N81938-601 NOTE: All system board spare part kits include replacement thermal material. Before removing the system board, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 63: Wireless Antennas And Cables

    Remove the seven Torx screws that secure the system board to the computer. Lift the front of the system board (1), and then remove it from the computer (2). To install the system board, reverse the removal procedures. NOTE: When replacing the system board, you must change the chassis serial number in the BIOS. When replacing the system board, you must reprogram the SMBIOS information about the affected computer.
  • Page 64 Table 4-20 Wireless antennas and cables description and part number Description Spare part number Wireless antennas and cables N02696-001 Antenna cover L38183-001 Before removing the wireless antennas and cables, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 23).
  • Page 65 Pull the antenna cable out through the hole in the front of the chassis (4). To install the wireless antennas and cables, reverse the removal procedures. NOTE: If you install an external antenna, the recommended distance to place the antenna from the computer is 30 cm (12 in).

  • Page 66: Troubleshooting Without Diagnostics

    Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.” ● See the comprehensive online technical support at http://www.hp.com/support. Access HP Business Solutions at https://www.hp.com/us-en/solutions/business-solutions.html...

  • Page 67: Helpful Hints

    NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer. Helpful hints If you encounter problems with the computer or software, see this list of general suggestions before taking further action. ● Check that the computer is plugged into a working electrical outlet. ●...

  • Page 68: Computer Appears Locked Up And Will Not Turn Off When The Power Button Is Pressed

    Cause Solution The Computer Setup (F10) Utility is set to Before turning on the computer, press and hold f10. Turn on the computer Fast Boot, causing the F10 access screen to and continue to hold until the Computer Setup (F10) Utility is display too briefly when booting the computer.

  • Page 69: Cannot Remove Computer Cover Or Access Panel

    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. Poor performance Use this information to troubleshoot the computer.

  • Page 70: Computer Turned Off With Four Red Blinks And Two White Blinks

    Some software applications, especially Lower the display resolution for the current application or consult games, are stressful on the graphics the documentation that came with the application for suggestions subsystem. on how to improve performance by adjusting parameters in the application.

  • Page 71: Solving Power Problems

    Cause Solution System unable to power on. Press and hold the power button for fewer than 4 s. If the hard drive light turns white: If the computer has a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.

  • Page 72: Four Red Blinks Then Four Beeps

    Cause Solution Processor thermal protection activated. A fan Be sure that the computer air vents are not blocked and the might be blocked or not turning, or the heat processor cooling fan is running. sink is not properly attached to the processor. Open the access panel, press the power button, and see if the processor fan (or other system fan) spins.

  • Page 73: Drive Not Found (Identified)

    Cause Solution Either the directory structure is bad or there is In Windows, type file in the taskbar search box, and then select File a problem with a file. Explorer from the list of applications. In the left column, expand This PC, right-click a drive, select Properties, and then select the Tools tab.

  • Page 74: Computer Seems To Be Locked Up

    Cause Solution The device is attached to a SATA port that has Check SATA cable connections. been hidden in Computer Setup. Run the Computer Setup utility, and be sure that Device Available is selected for the device's SATA port in Advanced > Port Options. Boot order is not correct.

  • Page 75: Computer Appears To Be Locked Up While Recording Audio

    Computer is in the Sleep state. Press the power button to resume from the Sleep state. IMPORTANT: When attempting to resume from the Sleep state, do not hold down the power button for more than 4 seconds. Otherwise, the computer will shut down, and you will lose any unsaved data. Internal speaker is disabled in Computer Enable the internal speaker in Computer Setup.

  • Page 76: Printer Will Not Turn On

    If you are on a network, you might not have Make the proper network connections to the printer. made the connection to the printer. Printer might have failed. Run printer self-test. The printer might be out of paper. Check the paper tray, and refill it if it is empty. Printer will not turn on Use this information to troubleshoot the computer.

  • Page 77: Mouse Does Not Respond To Movement Or Is Too Slow

    Computer is in the Sleep state. Press the power button to resume from the Sleep state. IMPORTANT: When attempting to resume from the Sleep date, do not hold down the power button for more than 4 seconds. Otherwise, the computer will shut down, and you will lose any unsaved data. Mouse does not respond to movement or is too slow Use this information to troubleshoot the computer.

  • Page 78: Computer Will Not Start

    Reseat DIMMs. Turn 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. Replace the system board. Computer will not start...

  • Page 79: Solving Network Problems

    Solving network problems Some common causes and solutions for network problems are listed in these tables. The guidelines do not discuss the process of debugging the network cabling. Network driver does not detect network controller Use this information to troubleshoot the computer. Cause Solution Network controller is disabled.

  • Page 80: Diagnostics Passes, But The Computer Does Not Communicate With The Network

    Cause Solution The cable is not securely connected. Be sure 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. The cable is attached to the incorrect Be sure that the cable is attached to the correct connector.

  • Page 81: System Setup Utility Reports Unprogrammed Eeprom

    For those systems that support error correction code (ECC) memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

  • Page 82: Insufficient Memory Error During Operation

    Memory is installed incorrectly or is bad. Reseat DIMMs. Turn 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 these tables.

  • Page 83: System Will Not Boot From Usb Flash Drive

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

  • Page 84: Cannot Automatically Launch Internet Programs

    If you encounter software problems, see the applicable solutions listed in the following table. Computer will not start up and the HP logo does not appear Use this information to troubleshoot the computer. Cause Solution ROM issue - POST error has occurred.

  • Page 85: Computer Setup (F10) Utility

    Computer Setup (F10) Utility This information provides details of the Computer Setup Utility. ● 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 86: Computer Setup Main

    NOTE: Selecting UEFI Drivers restarts the computer into the third-party option ROM management application. You can access this application directly by pressing during startup. 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, and then press enter.
  • Page 87 Table 6-1 Computer Setup Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected. ● Product name ● Installed memory size ● Processor type ●...
  • Page 88 Description System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application launches. If HP Advanced Diagnostics is not installed, a basic version that is built into the BIOS provides the capability to perform the following functions: ●...
  • Page 89 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. HP recommends using a custom URL only for a managed IT environment.

  • Page 90: Computer Setup Security

    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 copies the BIOS file to the correct location on the hard drive or USB device.
  • Page 91 Table 6-2 Computer Setup Security Option Description Create BIOS Lets you set and enable a BIOS administrator password, which controls access to the following Administrator Password features: ● Setup Menu (F10) ● Third-Party Option ROM Management (F3) ● Update system ROM ●...
  • Page 92 Manual recovery is intended only for situations when you want forensic analysis before HP Sure Start recovery. When this policy is set to manual, HP Sure Start will not correct any issues that are found until the local user enters the manual recovery key sequence. This can result in a computer that cannot boot until the manual recovery key sequence is entered.
  • Page 93 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 nonvolatile (flash) memory.
  • Page 94 ● SPM Current State: Displays the current state. Also lets you change the state. ● Unprovision SPM: Deprovisions SPM, which causes HP Sure Run to revert to the inactive state and return HP Sure Recover to default settings. ● HP Sure Run Current State: Displays the current state. Also lets you change the state.
  • Page 95 Table 6-2 Computer Setup Security (continued) Option Description Utilities Hard Drive Utilities ● Save/Restore GPT of System Hard Drive Enabling this feature saves the GUID Partition Table (GPT) of the system hard drive. If the GPT is subsequently changed, the user is prompted to choose whether to restore GPT. Default is disabled.

  • Page 96: Computer Setup Advanced

    Computer Setup Advanced This table provides information about the Computer Setup Advanced menu. NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration. Table 6-3 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 when it is off at a specified date and time.
  • Page 97 Recover before Boot Failure Recovery If enabled and HP Sure Recover is launched because of a boot failure, the user is notified of the boot failure and asked to choose whether to start or cancel HP Sure Recover. This setting is displayed only if Recover after Boot Failure is selected.
  • Page 98 Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading System Options Configure storage controller for Intel Optane™ (Intel products only) Enables the Intel Optane memory module. Configure storage controller for RAID Enables RAID. Default is enabled. Limit PCIe Speed (workstation models only) Lets you restrict the maximum speed of the PCI Express devices to previous generations.
  • Page 99 Provides ACPI structure to enable HP common software application framework. The driver is provided in the latest HP support software that you can download from the web. NOTE: Device Manager shows an alert if this setting is enabled without the HP application driver installed. AMD DASH Lets you enable AMD Remote system management capability.
  • Page 100 Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Built-In Device Options Embedded LAN Controller (select products only) Select to show the device in the operating system. Default is enabled. Wake On LAN Lets you either disable the Wake On LAN feature or configure where the computer boots, including the network or hard drive.
  • Page 101 Increases the minimum fan speeds over the normal settings while still enabling normal control using the internal thermal sensors. Force enable HP Sure View Enables the HP Sure View privacy panel by changing the screen brightness. Chapter 6 Computer Setup (F10) Utility...
  • Page 102 Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Port Options USB ports (varies by model) Lets you enable specific USB ports. Default is enabled. USB Legacy Port Charging Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode. Default is enabled.
  • Page 103 Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Power Management Runtime Power Management Options Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor. Default is enabled. Extended Idle Power States Allows certain operating systems to decrease the processors power consumption when the processor is idle.
  • Page 104 Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Remote Management Active Management Technology (AMT) Options (Intel only) Allows you to discover, repair, and protect networked computing devices. Default is enabled. USB Key Provisioning Support Enables AMT provisioning using a USB storage device. Default is disabled. USB Redirection Support USB redirection allows USB devices plugged into a client computer to be transparently redirected to the guest operating system.
  • Page 105 Execute Remote HP PC Hardware Diagnostics Select to immediately execute Remote HP PC Hardware Diagnostics based on the how settings are configured. Any unsaved BIOS settings will be lost. Chapter 6 Computer Setup (F10) Utility...

  • Page 106: Post Error Messages

    POST error messages This section lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages.
  • Page 107 Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 005-Real-Time Clock Power Loss Invalid time or date in configuration Reset the date and time under Control memory. RTC (real-time clock) battery Panel (Computer Setup can also be might need to be replaced.
  • Page 108 Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 00D-Setup Error during MEBx Execution MEBx selection or exit resulted in a setup Reboot the computer. failure. Unplug the power cord, reseat the memory modules, and reboot the computer.
  • Page 109 Drive Protection System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 302-Hard Disk 2: SMART Hard Drive Hard drive will soon fail. (Some hard...
  • Page 110 Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 3F1–Hard Disk 1 Error Hard disk 1 error. Check and/or replace cables. Clear CMOS. Replace the hard disk drive. 3F2–Hard Disk 2 Error Hard disk 2 error. Check and/or replace cables.
  • Page 111 Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 500-BIOS Recovery A system BIOS recovery has occurred. Not applicable. 513-(GFX) Configuration requires a front The system does not detect a front Install a front chassis fan assembly. chassis fan and this fan is not detected.

  • Page 112: Interpreting Post Diagnostic Front Panel Lights And Audible Codes

    Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling Reseat fan. fan is not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system Be sure system has proper airflow.
  • Page 113 ● Graphics failure ● System board failure ● BIOS authentication failure If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (where applicable) are used to identify the error. These patterns make up a two-part code: ●...
  • Page 114 Table 7-3 Interpreting POST diagnostic front panel lights and audible codes (continued) Category Major/minor code Description The embedded controller has timed out waiting for BIOS to return from graphics initialization. The system board displays a power failure (crowbar).* The processor is not detected.* The processor does not support an enabled feature.

  • Page 115: Password Security And Resetting Cmos

    Back up the BIOS settings or save them as custom defaults in case you need them later. You can back up in Computer Setup or with the BiosConfigUtility tool available from www.hp.com. See Computer Setup (F10) Utility on page 78 for information about backing up the BIOS settings.
  • Page 116 Turn on or restart the computer. To delete the Setup password, go to step 2. To delete the Power-on password, go to step 3. To delete the Setup password, as soon as the computer turns on: - Press while the “Press the ESC key for Startup Menu” message is displayed. - Press to enter Computer Setup.

  • Page 117: Backing Up, Restoring, And Recovering

    Backing up, restoring, and recovering You can use Windows tools or HP software to back up your information, create a restore point, reset your computer, create recovery media, or restore your computer to its factory state. Performing these standard procedures can return your computer to a working state faster.

  • Page 118: Creating A System Restore

    Recovering using HP Recovery media You can use HP Recovery media to recover the operating system and drivers that were installed at the factory. On select products, you can create recovery media on a bootable USB flash drive using the HP Cloud Recovery Download Tool.

  • Page 119: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart using the HP Recovery media, you can change the computer boot order, which is the order of devices listed in BIOS for startup information. You can select an optical drive or a USB flash drive, depending on the location of your HP Recovery media.

  • Page 120: Using Hp Pc Hardware Diagnostics

    After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support Assistant: Complete one of the following tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ● Select the question mark icon in the taskbar.

  • Page 121: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

    To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu: Select the Start button, and then select All apps.

  • Page 122: Installing Hp Pc Hardware Diagnostics Windows

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 116. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 123: Only)

    Application. Proceed with the troubleshooting tests. Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 124: Downloading The Latest Hp Pc Hardware Diagnostics Uefi Version

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI Remote HP PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version You can download the latest Remote HP PC Hardware Diagnostics UEFI version to a USB flash drive.

  • Page 125: Customizing Remote Hp Pc Hardware Diagnostics Uefi Settings

    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 hard drive or USB flash drive) to run remote diagnostics.

  • Page 126: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 127 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 128: Nonvolatile Memory Usage

    System boot ROM (BIOS) Non-volatile memory, 128 Mbit Download the latest BIOS (16 MB) socketed, removable for your model from the HP website and follow the instructions to flash the BIOS that are on the website RTC (CMOS) RAM Volatile memory, 256 bytes...

  • Page 129: 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 130: Using Hp Sure Start (Select Products Only)

    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. Advanced users can customize the default configuration.

  • Page 131: 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 of 100 V AC to 120 V AC or 220 V AC to 240 V AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.
  • Page 132 Table 12-1 Power cord country-specific requirements 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 Switzerland (1) Finland (1) SETI United Kingdom (1) France (1)

  • Page 133: Specifications

    Specifications This section provides specifications for your computer. Table 13-1 Specifications Metric U.S. Dimensions Height 337 mm 13.27 in Width 155 mm 6.10 in Depth 308 mm 12.13 in Approximate weight 1 DDR, HDD, ODD 5.31 kg 11.71 lb 2 DDR, 2 HDD, ODD, graphic card 6.58 kg 14.5 lb Temperature range...

  • Page 134: Index

    60 battery hood sensor disposal 13, 19, 20 removal and replacement 46 battery replacement 33 HP Flex IO module 3 electrostatic discharge (ESD) 13 beep codes 105 HP PC Hardware Diagnostics UEFI preventing damage 13, 14 bezel blank...
  • Page 135 2 USB flash drive 111 Security menu, Computer installation 26 recovery media 110 Setup 83 removal 26 creating using HP Cloud serial number location 3 optical drive eject button 2 Recovery Download serial port 3 option board Tool 110...
  • Page 136 Torx T15 screwdriver 13, 19 troubleshooting without diagnostics 59 USB 10 Gbps port 2 USB 5 Gbps port 3 USB port 3 USB Type-C 10 Gbps port with HP Sleep and Charge 2 using Computer Setup Utilities 78 ventilation, proper 13, 16 Windows...

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