Maintenance and Service Guide
HP EliteDesk 800 G2 Desktop Mini
HP EliteDesk 705 G2 Desktop Mini
HP ProDesk 600 G2 Desktop Mini
HP ProDesk 400 G2 Desktop Mini
HP MP9 G2 Retail System
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place
the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do
not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs
or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits defined by the International Standard for Safety of Information Technology
Equipment (IEC 60950).
iii
iv
Safety warning notice
Table of contents
1 Product features ........................................................................................................................................... 1
Standard configuration features ........................................................................................................................... 1
Front panel components (EliteDesk 800, ProDesk 600, and HP MP9) ................................................................. 1
Rear panel components (EliteDesk 800, EliteDesk 705, ProDesk 600, and HP MP9) .......................................... 3
Serial number location .......................................................................................................................................... 5
2 Illustrated parts catalog ................................................................................................................................ 6
Computer major components ............................................................................................................. 6
Cables .................................................................................................................................................. 8
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 12
Generating static ............................................................................................................................... 12
Recommended materials and equipment ........................................................................................ 14
Operating guidelines ........................................................................................................................................... 14
General cleaning safety precautions ................................................................................................ 15
Cleaning the Computer Case ............................................................................................................. 15
Screws ............................................................................................................................................... 16
Cables and connectors ...................................................................................................................... 17
Hard Drives ........................................................................................................................................ 17
SATA hard drives .................................................................................................................................................. 17
v
SATA data cable ................................................................................................................................. 18
SMART ATA drives ................................................................................................................................................ 18
4 Removal and replacement procedures – desktop mini (DM) chassis .................................................................. 20
Preparation for disassembly ............................................................................................................................... 20
Front bezel ........................................................................................................................................................... 22
Secondary fan (EliteDesk 800 and MP9 models only) ........................................................................................ 26
Drive cage ............................................................................................................................................................ 27
WLAN module ...................................................................................................................................................... 30
External antenna ................................................................................................................................................. 32
RTC battery .......................................................................................................................................................... 34
Power switch/light cover ..................................................................................................................................... 38
Memory ................................................................................................................................................................ 39
SODIMM specifications ...................................................................................................................... 39
Populating SODIMM sockets ............................................................................................................. 40
Heat sink .............................................................................................................................................................. 43
Processor – Intel models ..................................................................................................................................... 45
Speaker ................................................................................................................................................................ 47
System board callouts, EliteDesk 705 .............................................................................................. 52
Changing from desktop to tower configuration .................................................................................................. 57
5 Computer Setup (F10) Utility ........................................................................................................................ 58
Computer Setup (F10) Utilities ............................................................................................................................ 58
Computer Setup—Security ............................................................................................................... 62
vi
Recovering the Configuration Settings ............................................................................................................... 69
6 Troubleshooting without diagnostics ............................................................................................................ 70
Before you call for technical support .................................................................................................................. 70
Helpful hints ........................................................................................................................................................ 71
Solving display problems .................................................................................................................................... 80
Solving audio problems ....................................................................................................................................... 85
Solving printer problems ..................................................................................................................................... 87
Solving keyboard and mouse problems .............................................................................................................. 88
Solving Network Problems .................................................................................................................................. 91
Solving memory problems .................................................................................................................................. 94
Solving CD-ROM and DVD problems .................................................................................................................... 95
Solving USB flash drive problems ........................................................................................................................ 98
Solving front panel component problems .......................................................................................................... 99
Solving Internet access problems ....................................................................................................................... 99
Solving software problems ............................................................................................................................... 101
7 POST error messages and diagnostic front panel LEDs and audible codes ....................................................... 102
POST numeric codes and text messages .......................................................................................................... 102
8 Password security and resetting CMOS ........................................................................................................ 109
Resetting the password jumper ........................................................................................................................ 109
Clearing and resetting the BIOS ........................................................................................................................ 111
9 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................... 113
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 113
10 System backup and recovery ..................................................................................................................... 115
Creating HP Recovery media (select products only) .................................................... 115
Restore and recovery ...................................................................................................................... 117
vii
Recovering using HP Recovery Manager ...................................................................... 117
Restoring and recovering using Windows tools ............................................................................. 120
Using Reset when the system is not responding ......................................................... 120
Recovery using the Windows recovery USB flash drive ............................................... 121
Backing up, restoring, and recovering in Windows 7 ........................................................................................ 121
Creating recovery media ................................................................................................................. 122
Creating recovery discs .............................................................................. 124
Backing up your information ........................................................................................ 124
System Restore ............................................................................................................................... 125
System Recovery when Windows is responding .......................................................... 125
Appendix A Power Cord Set Requirements ...................................................................................................... 129
Country-Specific Requirements ........................................................................................................................ 130
Appendix B Statement of Volatility ................................................................................................................ 131
Appendix C Specifications ............................................................................................................................. 132
Index ........................................................................................................................................................... 133
viii
1 Product features
Standard configuration features
Features may vary depending on the model. For a complete listing of the hardware and software installed in
the computer, run the diagnostic utility (included on some computer models only).
NOTE: This computer model can be used in a tower orientation or a desktop orientation. The tower stand is
sold separately.
CAUTION: Several well-known vulnerabilities exist when a computer is in the Sleep state. To prevent an
unauthorized user from accessing data on your computer, even encrypted data, HP recommends that you
always initiate Hibernation instead of Sleep anytime the computer will be out of your physical
possession. This practice is particularly important when you travel with your computer.
Front panel components (EliteDesk 800, ProDesk 600, and HP
MP9)
NOTE: Your computer model may look slightly different from the illustration in this section.
1
2
3
4
Headphone Connector
5
6
7
USB 3.0 Port
Microphone or Headphone Connector (software
selectable, default mode is microphone)
HDD Activity LED
Dual-State Power Button
USB 3.0 Type C Port
USB 3.0 Port–Charging
NOTE: The USB 3.0 Port–Charging also provides current to charge a device such as a Smart Phone. The charging current is available
whenever the AC power cord is connected to the system, even when the system is off.
NOTE: The Power On Light is normally white when the power is on. If it is flashing red, there is a problem with the computer and it is
displaying a diagnostic code. Refer to the Interpreting system validation diagnostic front panel LEDs and audible codes on page 107 to
interpret the code.
Standard configuration features
1
Front panel components (EliteDesk 705 and ProDesk 400)
NOTE: Your computer model may look slightly different from the illustration in this section.
1
2
3
Headphone Connector
Microphone Connector
USB 3.0 Port-Charging
4
5
6
USB 3.0 Port
HDD Activity LED
Dual-State Power Button
NOTE: This USB 3.0 connector does not offer
port charging on 400 models.
NOTE: The USB 3.0 Port–Charging also provides current to charge a device such as a Smart Phone. The charging current is available
whenever the AC power cord is connected to the system, even when the system is off.
NOTE: The Power On Light is normally white when the power is on. If it is flashing red, there is a problem with the computer and it is
displaying a diagnostic code. Refer to the Interpreting system validation diagnostic front panel LEDs and audible codes on page 107 to
interpret the code.
2
Chapter 1 Product features
Rear panel components (EliteDesk 800, EliteDesk 705, ProDesk
600, and HP MP9)
NOTE: Your computer model may look slightly different from the illustration in this section.
1
2
External Antenna Connector (optional)
Thumbscrew
8
9
VGA Monitor Connector
DisplayPort (default, shown), HDMI, or Serial
Connector
3
4
Padlock Loop
10
11
USB 3.0 Ports (2) (blue)
Cable Lock Slot
USB 3.0 Ports (2) (blue) with support for wake
from S4/S5 power states (not for 705 models)
NOTE: On 705 models this is a USB 2.0 port
that supports only the S4 power state.
5
6
External Antenna Connector (optional)
Wireless antenna
12
13
RJ-45 Network Connector
Power Connector
7
DisplayPort Monitor Connector
Rear panel components (EliteDesk 800, EliteDesk 705, ProDesk 600, and HP MP9)
3
Rear panel components (ProDesk 400)
NOTE: Your computer model may look slightly different from the illustration in this section.
1
2
3
External Antenna Connector (optional)
Thumbscrew
8
VGA Monitor Connector
Serial Port
9
Padlock Loop
10
USB 3.0 Ports (2) (blue) with support for wake
from S4/S5 power states
4
Cable Lock Slot
11
USB 2.0 Connectors (2) (black)
5
6
External Antenna Connector (optional)
Wireless antenna
12
13
RJ-45 Network Connector
Power Connector
7
DisplayPort Monitor Connector
4
Chapter 1 Product features
2 Illustrated parts catalog
Desktop Mini (DM) chassis spare parts
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Computer major components
Item
(1)
Description
Top cover
(2)
Front bezel (ProDesk model shown)
(3)
External power supply, 90W
90 W
65 W
(4)
System board (includes replacement thermal material)
6
Chapter 2 Illustrated parts catalog
Item
(5)
Description
Memory modules (DDR3, PC3-12800, 1600-MHz)(for use in EliteDesk 705 models)
8-GB
4-GB
*
*
Memory modules (DDR4, PC4-17000, 2133-MHz)(for use in EliteDesk 800, ProDesk 600, ProDesk 400, and MP9 models)
16-GB
8-GB
4-GB
Intel Processors (800, 600, 400, MP9 models; include replacement thermal material)
Intel Core i7-6700
Intel Core i7-6700T
Intel Core i5-6600
Intel Core i5-6600T
Intel Core i5-6500
Intel Core i7-6500T
Intel Core i3-6320
Intel Core i3-6300T
Intel Core i3-6100T
Intel Pentium G4500T
Intel Pentium G4400T
Intel Pentium G4400TE (MP9 G2 models only)
Intel Celeron G3900T
Intel Celeron G3900TE (MP9 G2 models only)
AMD Processors (705 models; not replaceable)
AMD PRO A12 APU with AMD Radeon™ R7 HD Graphics
AMD PRO A10 APU with AMD Radeon R7 HD Graphics
AMD PRO A8 APU with AMD Radeon R6 HD Graphics
AMD PRO A6 APU with AMD Radeon R5 HD Graphics
*
Desktop Mini (DM) chassis spare parts
7
Cables
Item
(1)
Description
SATA cable/connector
NOTE: Included with computer.
Tab color may vary.
*
*
*
*
*
*
Adapter, DisplayPort to HDMI 1.4
Adapter, DisplayPort to VGA
Adapter, DisplayPort to DVI
Adapter, USB-C to USB 3.0 (800, 600, MP9 models)
DisplayPort cable
USB to serial adapter
8
Chapter 2 Illustrated parts catalog
Misc parts
Item
Description
(1)
(2)
(3)
(4)
(5)
(6)
(7)
*
Heat sink
Fan
Secondary hard drive fan (for use in EliteDesk 800 and MP9, 65W models)
Speaker
Power switch/light cover
Option board, HDMI
Option board, serial port
Option board, DisplayPort (not illstrated)
Thermal sensor
(8)
(9)
*
Hood sensor assembly
Stand
*
Port cover
*
HP Ultraslim Keyed Cable Lock
Desktop Mini (DM) chassis spare parts
9
Item
Description
*
WLAN modules:
Intel Dual Band Wireless-AC 7265 NV
Intel Dual Band Wireless-AC 8260 + Bluetooth 4.0
Intel Dual Band Wireless-AC 3165 + Bluetooth 4.0
HP WLAN 802.11 a/b/g/n + Bluetooth 4.0
*
*
*
Antenna, dual band dipole, 802.11a/b/g/n + Velcro
External antenna kit
Expansion Module Kit
Hard drive – I/O (includes screws)
I/O
Optical drive
USB 3.0 Type A-B
USB 3.0 Type A-B (short)
Security/Dual VESA Sleeve
Screw Kit
*
*
*
Mouse
USB, laser
USB, optical
Washable
Wireless
Antimicrobial
Hardened
*
Keyboards
USB slim
USB
Wireless
Washable
Smart card
Conferencing
Antimicrobial
10 Chapter 2 Illustrated parts catalog
Drives
Description
Hard drives
2 TB, 5400 rpm, hard drive, 2.5-inch
1 TB, 7200 rpm, hard drive, 2.5-inch
1 TB, 7200 rpm, hard drive, 2.5-inch, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, 2.5-inch
500 GB, 2.5-inch, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, 2.5-inch, OPAL 2, SED
500 GB, 5400 rpm hard drive, 2.5-inch, FIPS
Solid-state drives
512 GB solid-state drive (SSD), 3D, NAND
256 GB solid-state drive (SSD), OPAL 2, self-encrypting (SED)
256 GB solid-state drive (SSD)
256 GB solid-state drive (SSD), 3D, NAND
180 GB solid-state drive (SSD), SATA 6.0, MLC
180 GB solid-state drive (SSD)
128 GB solid-state drive (SSD)
128 GB solid-state drive (SSD), OPAL 2, Self-encrypting Drive (SED), SATA 6.0
128 GB solid-state drive (SSD), 3D, NAND
120 GB solid-state drive (SSD), SATA 6.0, MLC
120 GB solid-state drive (SSD)
M.2 drive
256 GB solid-state drive (SSD), PCIe, 2280, NVMe
256 GB solid-state drive (SSD), PCIe, 2280SS
128 GB solid-state drive (SSD), PCIe, 2280, NVMe
128 GB solid-state drive (SSD), PCIe, 2280SS
External optical drive
8x DVD drive
Desktop Mini (DM) chassis spare parts 11
3 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. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
Electrostatic discharge information
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly
throughout a normal cycle. The device may function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows that:
●
●
Different activities generate different amounts of static electricity.
Static electricity increases as humidity decreases.
Relative Humidity
40%
Event
Walking across carpet
55%
10%
7,500 V
3,000 V
400 V
15,000 V
5,000 V
800 V
35,000 V
12,000 V
6,000 V
2,000 V
Walking across vinyl floor
Motions of bench worker
Removing DIPs from plastic tube
400 V
700 V
Removing DIPs from vinyl tray
Removing DIPs from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
2,000 V
3,500 V
7,000 V
5,000 V
4,000 V
5,000 V
20,000 V
11,000 V
11,500 V
14,500 V
26,500 V
21,000 V
These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
NOTE: 700 volts can degrade a product.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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.
Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
Place items on a grounded surface before removing them from their container.
Always be properly grounded when touching a sensitive component or assembly.
Avoid contact with pins, leads, or circuitry.
Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●
Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and fit snugly into the banana plug connector on the grounding mat or workstation.
●
Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with
most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with
a maximum of one-megohm ± 10% resistance between the operator and ground.
Static Shielding Protection Levels
Method
Voltage
Antistatic plastic
1,500
7,500
15,000
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
●
Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
●
●
Use static-dissipative mats, foot straps, or air ionizers to give added protection.
Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
●
●
●
●
Turn off power and input signals before inserting and removing connectors or test equipment.
Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Electrostatic discharge information 13
Recommended materials and equipment
Materials and equipment that are recommended for use in preventing static electricity include:
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Antistatic tape
Antistatic smocks, aprons, or sleeve protectors
Conductive bins and other assembly or soldering aids
Conductive foam
Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
Static-dissipative table or floor mats with hard tie to ground
Field service kits
Static awareness labels
Wrist straps and footwear straps providing one-megohm +/- 10% resistance
Material handling packages
Conductive plastic bags
Conductive plastic tubes
Conductive tote boxes
Opaque shielding bags
Transparent metallized shielding bags
Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●
●
Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
Operate the computer on a sturdy, level surface. Leave a 10.2-cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airflow.
●
●
Never restrict the airflow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airflow.
Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign matter
can block the vents and limit the airflow. Be sure to unplug the computer before cleaning the air vents.
●
●
Never operate the computer with the cover or side panel removed.
Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.
●
●
If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
Keep liquids away from the computer and keyboard.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
●
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
1. Never use solvents or flammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Cleaning the Computer Case
Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the computer.
To clean the computer case, follow the procedures described below:
●
●
To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.
●
For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed as the alcohol will evaporate
quickly and not leave a residue.
●
●
After cleaning, always wipe the unit with a clean, lint-free cloth.
Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airflow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the Computer
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 15
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●
●
Visible debris underneath or between the keys may be removed by vacuuming or shaking.
Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
Routine care 15
●
●
If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
fibers or dirt in confined areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●
Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or flammable liquids on the monitor.
●
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned off.
●
●
Clean the mouse ball by first removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software Requirements
To service the computer, you need the following:
●
●
●
●
●
●
Torx T-15 screwdriver
Torx T-15 screwdriver with small diameter shank (for certain front bezel removal)
Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
Phillips #2 screwdriver
Diagnostics software
Tamper-resistant T-15 wrench
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of different lengths. If an incorrect screw is used during the reassembly process, it can damage the unit. HP
strongly recommends that all screws removed during disassembly be kept with the part that was removed,
then returned to their proper locations.
CAUTION: Metric screws have a black finish. U.S. screws have a silver finish and are used on hard drives only.
CAUTION: As each subassembly is removed from the computer, it should be placed away from the work area
to prevent damage.
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Cables and connectors
Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to
avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from
the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the
cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts
being removed or replaced.
CAUTION: When servicing this computer, ensure that cables are placed in their proper location during the
reassembly process. Improper cable placement can damage the computer.
Hard Drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This applies
to failed drives as well as replacement spares.
●
If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective packaging
and label the package “Fragile: Handle With Care.”
●
Do not remove hard drives from the shipping package for storage. Keep hard drives in their protective
packaging until they are actually mounted in the computer.
●
●
Avoid dropping drives from any height onto any surface.
If you are inserting or removing a hard drive, turn off the computer. Do not remove a hard drive while the
computer is on or in standby mode.
●
Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
●
●
Do not use excessive force when inserting a drive.
Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic fields
such as monitors or speakers.
Lithium coin cell battery
The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.
See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.
WARNING! This computer contains a lithium battery. There is a risk of fire and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or fire, or
expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the general
household waste. In order to forward them to recycling or proper disposal, please use the public collection
system or return them to HP, their authorized partners, or their agents.
SATA hard drives
Serial ATA Hard Drive Characteristics
Number of pins/conductors in data cable
Number of pins in power cable
7/7
15
SATA hard drives 17
Maximum data cable length
Data interface voltage differential
Drive voltages
39.37 in (100 cm)
400-700 mV
3.3 V, 5 V, 12 V
N/A
Jumpers for configuring drive
Data transfer rate
6.0 Gb/s
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 6.0 Gb/s 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.
The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
SMART ATA drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers
have built-in drive failure prediction that warns the user or network administrator of an impending failure or
crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as
reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is
imminent, it generates a fault alert.
18 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Cable management
Always follow good cable management practices when working inside the computer.
●
●
Keep cables away from major heat sources like the heat sink.
Do not jam cables on top of expansion cards or memory modules. Printed circuit cards like these are not
designed to take excessive pressure on them.
●
Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts
are moved.
●
●
●
●
●
●
When folding a flat ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.
Some flat ribbon cables come prefolded. Never change the folds on these cables.
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 (1.18 in) radius.
Never crease a SATA data cable.
Do not rely on components like the drive cage, power supply, or computer cover to push cables down
into the chassis. Always position the cables to lay properly by themselves.
Cable management 19
4 Removal and replacement procedures –
desktop mini (DM) chassis
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.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Preparation for disassembly
See Routine care, SATA drive guidelines, and disassembly preparation on page 12 for initial safety procedures.
1. Remove/disengage any security devices that prohibit opening the computer.
2. Remove all removable media, such as a USB flash drive, from the computer.
3. Turn off the computer properly through the operating system, then turn off any external devices.
CAUTION: Turn off the computer before disconnecting any cables.
Regardless of the power-on state, voltage is always present on the system board as long as the system
is plugged into an active AC outlet. In some systems the cooling fan is on even when the computer is in
the “Standby,” or “Suspend” modes. The power cord should always be disconnected before servicing a
unit.
4. Disconnect the power cord from the power outlet and disconnect any external devices.
5. If the computer is on a stand, remove the computer from the stand.
WARNING! Beware of sharp edges inside the chassis.
20 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Front bezel
The front bezel is secured to the top cover by tabs.
3. Position the top cover upside-down so you can access the inside of the bezel.
4. Pull down to loose the bottom, interior on the bezel (1).
5. Disengage the tabs on the top, interior of the bezel (2).
6. Remove the bezel from the top cover.
To install the front bezel, reverse the removal procedure.
22 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Hard drive
Description
Hard drives
2 TB, 5400 rpm, hard drive, 2.5-inch
1 TB, 7200 rpm, hard drive, 2.5-inch
1 TB, 7200 rpm, hard drive, 2.5-inch, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, 2.5-inch
500 GB, 2.5-inch, SSHD (hybrid SSD)
500 GB, 7200 rpm hard drive, 2.5-inch, OPAL 2, SED
500 GB, 5400 rpm hard drive, 2.5-inch, FIPS
Solid-state drives
512 GB solid-state drive (SSD), 3D, NAND
256 GB solid-state drive (SSD), OPAL 2, self-encrypting (SED)
256 GB solid-state drive (SSD)
256 GB solid-state drive (SSD), 3D, NAND
180 GB solid-state drive (SSD), SATA 6.0, MLC
180 GB solid-state drive (SSD)
128 GB solid-state drive (SSD)
128 GB solid-state drive (SSD), OPAL 2, Self-encrypting Drive (SED), SATA 6.0
128 GB solid-state drive (SSD), 3D, NAND
120 GB solid-state drive (SSD), SATA 6.0, MLC
120 GB solid-state drive (SSD)
NOTE: Before you remove the old hard drive, be sure to back up the data from the old hard drive so that you
can transfer the data to the new hard drive.
3. Pull the blue tab (1) to disconnect the HDD power and data cable from the HDD.
Hard drive 23
4. Pull the release lever next to the rear of the HDD away from the HDD (2). While pulling the release lever
out, slide the drive back until it stops, then lift the HDD up and out of the cage (3).
5. To install a HDD, you must transfer the silver and blue isolation mounting guide screws from the old HDD
to the new HDD.
6. Align the guide screws with the slots on the chassis drive cage, press the HDD down into the cage, then
slide it forward until it stops and locks in place (1).
24 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
7. Connect the HDD power and data cable (2) to the HDD.
Reverse this procedure to replace the hard drive.
Hard drive 25
Secondary fan (EliteDesk 800 and MP9 models only)
HP EliteDesk 800 G2 and HP MP9 G2 Retail System models include a secondary fan installed under the hard
drive.
4. Disconnect the fan plug from the system board (1).
5. Remove the two screws securing the secondary fan (2).
6. Lift the fan out of the chassis (3).
To install the secondary fan, reverse the removal procedure.
26 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Drive cage
The drive cage is located next to the heat sink. The drive cage is secured with three Phillips screws.
4. Remove the three screws securing the HDD cage to the chassis (1).
5. Pull the hood sensor up and off the HDD cage (2).
6. Lift the HDD cage out of the chassis (3).
To install the drive cage, reverse the removal procedure.
Drive cage 27
M.2 PCIe solid state drive (SSD)
Description
256 GB solid-state drive (SSD), PCIe, 2280, NVMe
256 GB solid-state drive (SSD), PCIe, 2280SS
128 GB solid-state drive (SSD), PCIe, 2280, NVMe
128 GB solid-state drive (SSD), PCIe, 2280SS
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
6. Locate the SSD on the system board.
7. Remove the screw securing the SSD to the system board.
8. Grasp the SSD by the sides and carefully pull it out of the socket.
9. Insert the new SSD into the socket on the system board.
NOTE: An SSD can be installed in only one way.
10. Press the SSD connectors firmly into the socket.
28 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
11. Press the SSD down to the system board and use the included screw to secure the SSD.
M.2 PCIe solid state drive (SSD) 29
WLAN module
Description
Intel Dual Band Wireless-AC 7265 NV
Intel Dual Band Wireless-AC 8260 + Bluetooth 4.0
Intel Dual Band Wireless-AC 3165 + Bluetooth 4.0
HP WLAN 802.11 a/b/g/n + Bluetooth 4.0
The WLAN module is secured with one Phillips screw and has two connected antennas. It is located under the
hard drive.
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
6. Locate the WLAN module on the system board.
7. Disconnect both antenna cables from the WLAN module.
NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to disconnect and
connect the antenna cables.
8. Grasp the WLAN module by the sides and pull it out of the socket.
9. Insert the new WLAN module into the socket on the system board.
NOTE: A WLAN module can be installed in only one way.
10. Press the WLAN connectors firmly into the socket (1).
11. Press the WLAN module down to the system board and use the included screw to secure the module (2).
30 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
12. Attach the internal antenna to the antenna connectors (3) on the WLAN module.
To install the WLAN module, reverse the removal procedure.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
WLAN module 31
External antenna
The antennas route from the WLAN module to the cable connectors on the rear of the computer.
To install the antennas:
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
6. Locate the WLAN module on the system board.
7. Disconnect the internal antennae from the WLAN module.
8. Locate both external antenna positions on the rear panel.
32 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
9. Insert a Phillips screwdriver in each knock-out feature and rotate to remove the blank.
10. Feed the external antenna cable through each hole and screw the antenna into position.
11. Connect the external antenna cables to the WLAN module.
Reverse the removal procedure to install the WLAN antennas and transceivers.
External antenna 33
RTC battery
The battery that comes with the computer provides power to the real-time clock. When replacing the battery,
use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt
lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of fire and
burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60°C (140ºF).
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare designated for this product.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings. When the
battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object.
NOTE: 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
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
34 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
6. Locate the battery and battery holder on the system board.
NOTE: You may need to use a small tool, such as tweezers or needle-nose pliers, to remove and
replace the battery.
7. Lift the battery out of the holder.
8. Slide the replacement battery into position, positive side up. The battery holder automatically secures
the battery in the proper position.
RTC battery 35
Thermal sensor
A thermal sensor installs at the front of the computer near the speaker. Adhesive secures the sensor to the
chassis that houses the speaker.
To remove the thermal sensor:
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
6. Disconnect the thermal module from the system board (1).
7. Pull to disengage the sensor to the computer chassis (2). The sensor is secured to the chassis with
adhesive.
To install the thermal sensor, reverse the removal procedures.
36 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Power switch/light cover
The power switch/light cover is located at the front, right of the computer, under the top cover.
4. Rotate the top of the cover away from the computer and lift it off the system board.
To install the power switch/light cover, reverse the removal procedure.
38 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Memory
Description
Memory modules (PC3-12800, 1600-MHz)(for use in EliteDesk 705 models)
8-GB
4-GB
Memory modules (PC4-17000, 2133-MHz)(for use in EliteDesk 800, ProDesk 600, ProDesk 400, and HP MP9 G2 Retail System models)
16-GB
8-GB
4-GB
The computer comes with small outline, dual inline memory modules (SODIMMs).
SODIMMs
The memory sockets on the system board can be populated with up to two industry-standard SODIMMs.
These memory sockets are populated with at least one preinstalled SODIMM. To achieve the maximum
memory support, you can populate the system board with up to 32 GB (EliteDesk 800, ProDesk 600, and HP
MP9) or 16 GB (EliteDesk 705 and ProDesk 400) of memory.
SODIMM specifications
For proper system operation, the SODIMMs must meet the following qualifications:
EliteDesk 800, ProDesk 600, HP
MP9
EliteDesk 705
ProDesk 400
SODIMM
1.2 volt DDR4-SDRAM DIMMs
1.5 volt DDR3-SDRAM DIMMs or 1.35 1.2 volt DDR4-SDRAM DIMMs
volt DDR3L-SDRAM (Low Power)
DIMMs
Compliance
Pins
unbuffered non-ECC PC4-17000
DDR4-2133 MHz-compliant
unbuffered non-ECC PC3-12800
DDR3/DDR3L-1600 MHz-compliant
unbuffered non-ECC PC4-17000
DDR4-2133 MHz-compliant
industry-standard 288-pin
containing the mandatory Joint
Electronic Device Engineering
Council (JEDEC) specification
industry-standard 240-pin
containing the mandatory Joint
Electronic Device Engineering
Council (JEDEC) specification
industry-standard 288-pin
containing the mandatory Joint
Electronic Device Engineering
Council (JEDEC) specification
Support
Slots
support CAS latency 15 DDR4 2133
MHz (15-15-15 timing)
support CAS latency 11 DDR3/
DDR3L 1600 MHz (11-11-11 timing) MHz (15-15-15 timing)
support CAS latency 15 DDR4 2133
2
2
2
Maximum
Memory
32 GB
16 GB
32 GB
Supported
Note
512 Mbit, 1 Gbit, and 2 Gbit non-ECC memory technologies single-sided and double-sided DIMMs
The system will not operate properly if you install unsupported DIMM memory. DIMMs constructed with x8 and x16
DDR devices are supported; DIMMs constructed with x4 SDRAM are not supported.
Memory 39
HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.
Populating SODIMM sockets
There are two SODIMM sockets on the system board, with one socket per channel. The sockets are labeled
DIMM1 and DIMM3. The DIMM1 socket operates in memory channel B. The DIMM3 socket operates in memory
channel A.
Item
Description
System Board Label
DIMM1
Socket Color
Black
1
2
SODIMM1 socket, Channel B
SODIMM3 socket, Channel A
DIMM3
Black
The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending
on how the SODIMMs are installed.
●
●
●
The system will operate in single channel mode if the SODIMM sockets are populated in one channel
only.
The system will operate in a higher-performing dual channel mode if the memory capacity of the
SODIMM in Channel A is equal to the memory capacity of the SODIMM in Channel B.
The system will operate in flex mode if the memory capacity of the SODIMM in Channel A is not equal to
the memory capacity of the SODIMM in Channel B. In flex mode, the channel populated with the least
amount of memory describes the total amount of memory assigned to dual channel and the remainder
is assigned to single channel. If one channel will have more memory than the other, the larger amount
should be assigned to channel A.
●
In any mode, the maximum operational speed is determined by the slowest SODIMM in the system.
40 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Replacing SODIMMs
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. Adding or removing
memory modules while voltage is present may cause irreparable damage to the memory modules or system
board.
The memory module sockets have gold-plated metal contacts. When upgrading the memory, it is important
to use memory modules with gold-plated metal contacts to prevent corrosion and/or oxidation resulting from
having incompatible metals in contact with each other.
Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal
object.
When handling a memory module, be careful not to touch any of the contacts. Doing so may damage the
module.
4. Locate the memory modules on the system board.
Item
Description
System Board Label
DIMM1
Socket Color
Black
1
2
SODIMM1 socket, Channel B
SODIMM3 socket, Channel A
DIMM3
Black
Memory 41
5. To remove a SODIMM, press outward on the two latches on each side of the SODIMM (1) then pull the
SODIMM out of the socket (2).
6. Slide the new SODIMM into the socket at approximately a 30° angle (1) then press the SODIMM down (2)
so that the latches lock it in place.
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
The computer automatically recognizes the additional memory when you turn on the computer.
42 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Heat sink
The heat sink is secured with four captive Torx screws.
4. In the order indicated on the heat sink, loosen the three captive Torx screws, and then lift the heat sink
out of the computer.
CAUTION: Be sure the loosen the screws in the order indicated by the numbers stamped on the heat
sink.
CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease
on the surface of the processor or the heat sink.
To replace the heat sink, reverse the removal procedures.
When replacing the heat sink, be sure to install thermal pads as shown in the following image:
Heat sink 43
44 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Processor – Intel models
Description
Intel Core i7-6700
Intel Core i7-6700T
Intel Core i5-6600
Intel Core i5-6600T
Intel Core i5-6500
Intel Core i7-6500T
Intel Core i3-6320
Intel Core i3-6300T
Intel Core i3-6100T
Intel Pentium G4500T
Intel Pentium G4400T
Intel Pentium G4400TE (MP9 G2 models only)
Intel Celeron G3900T
Intel Pentium G3900TE (MP9 G2 models only)
5. Rotate the locking lever to its full open position (1).
6. Raise and rotate the microprocessor retainer to its fully open position (2).
Processor – Intel models 45
7. Lift the processor (3) straight up and remove it.
CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling
them could cause irreparable damage. Once pins are damaged it may be necessary to replace the
system board.
The heat sink must be installed within 24 hours of installing the processor to prevent damage to the
processor’s solder connections.
Reverse the removal procedure to install a new processor.
NOTE: After installing a new processor onto the system board, update the system ROM to ensure that the
latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at:
46 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Speaker
A single speaker is located on the left side of the computer behind the front bezel, inside the chassis. It is
secured by a white peg that you pull out to release.
To remove the speaker:
5. Disconnect the speaker cable from the system board connector (1).
6. From the front of the computer, pull to remove the white peg that secures the speaker (2).
7. Lift to remove the speaker from the computer (3).
To install the speaker, reverse the removal procedures.
Speaker 47
Expansion connector board
Description
HDMI expansion connector board
Serial port expansion connector board
DisplayPort expansion connector board
An expansion board can be installed near the back of the system board that provides an additional connector
on the rear I/O panel. The board is secured with two screws and connects to the a connector on the system
board.
To remove the expansion connector board:
5. Remove the two Phillips screws that secure the board to the system board.
6. Lift to disengage the board from the system board connector, and then remove the expansion connector
board from the computer.
To install the expansion connector board, reverse the removal procedures.
48 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
System board
NOTE: All system board spare part kits include replacement thermal material.
NOTE: System board appearance may vary.
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
14. Disconnect all cables from the system board, noting their location for reinstallation.
15. Remove the four Torx screws that secure the system board to the computer.
16. Slide the system board out of the computer.
System board 49
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.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the affected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Main > Set Machine Unique Data.
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System ID Setup Page
Setup Field Name
Comment
Label
Product Name
Enter the Model name/number or
marketing name.
Flexbuild
Serial Number
SKU Number
Enter the Serial Number of Unit.
Support
Enter the SKU or Product Number including Support
Localization Code.
Asset Tag
Enter the 18-byte identifier assigned to the Support
computer.
Feature Byte
Enter the Feature Byte string. The feature
byte string is case sensitive.
Flexbuild
The label includes spaces after every four
characters. You can enter or ignore these
spaces – their only purpose is to help with
data entry. There is a character limitation
of 40 bytes per line. When you reach this
limit, go
If you make an error during data entry, the
data will not validate, and the computer
asks you to correct your data input.
Build ID
The Build ID of the unit.
Flexbuild
50 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
System board callouts, EliteDesk 800, ProDesk 600, and HP MP9 Retail System
Sys Bd Label
SPKR
Color
White
White
Component
Sys Bd Label
HDD_FAN
SATA
Color
White
Blue
Component
Speaker connector
Hood sensor connector
Secondary hard drive
HSENSE
Hard drive data
connector
THERM
SSD
White
Black
Black
Black
Thermal sensor
COMM_DP
XU1
White
Black
Black
Expansion board
connector
Solid-state module
socket
Processor socket
WLAN
WLAN module socket
DIMM3
Secondary memory
socket
BAT
RTC battery
DIMM1
Black
White
Primary memory socket
Fan connector
PSWD
Black/blue Password header and
jumper
CPUFAN
CMOS
Yellow
CMOS reset button
System board 51
System board callouts, EliteDesk 705
Sys Bd Label
Color
Component
Sys Bd Label
Color
Component
SPKR
White
Speaker connector
PSWD
Black/blue Password header and
jumper
HSENSE
THERM
White
White
Hood sensor connector
Thermal sensor
CMOS
SATA
Yellow
Blue
CMOS reset button
Hard drive data
connector
SSD
Black
Solid-state module
socket
DIMM3
Black
Secondary memory
socket
WLAN
BAT
Black
Black
WLAN module socket
RTC battery
DIMM1
Black
White
Primary memory socket
Fan connector
CPU FAN
52 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
System board callouts, ProDesk 400
Sys Bd Label
Color
Component
Sys Bd Label
Color
Component
DIMM3
Black
Secondary memory
socket
WLAN
Black
WLAN module socket
DIMM1
Black
White
Primary memory socket
Fan connector
BAT
Black
RTC battery
CPUFAN
PSWD
Black/blue Password header and
jumper
SPKR
White
White
Speaker connector
CMOS
SATA0
Yellow
Blue
CMOS reset button
HSENSE
Hood sensor connector
Hard drive data
connector
THERM
SSD
White
Black
Thermal sensor
PROCESSOR
Black
Processor socket
Solid-state module
socket
System board 53
Internal WLAN antenna cable removal/installation
The antennas route from the WLAN module to the cable connectors on the front and the rear of the computer.
To install the antennas:
4. If your model is an EliteDesk 800 or MP9, remove the secondary fan (Secondary fan (EliteDesk 800 and
13. Remove the antenna cables from their routing paths underneath the keyboard. Note the locations the
cables are taped to the chassis as shown in the following image.
54 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
14. On the rear of the computer, remove the antenna cover by pressing on the tab on the top of the cover
(1), and then rotating the cover off the computer (2).
15. Antenna transceivers are connected to the front and back of the computer as shown in the following
image.
16. Remove the front transceiver from the inside of the computer by pressing the tab to disengage the
transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).
Internal WLAN antenna cable removal/installation 55
17. Remove the rear transceiver from the inside of the computer by pressing the tab to disengage the
transceiver and removing the transceiver (arrow in following image points to the tabs on the inside of
the computer).
Reverse the removal procedure to install the WLAN antennas and transceivers.
56 Chapter 4 Removal and replacement procedures – desktop mini (DM) chassis
Changing from desktop to tower configuration
The computer can be used in a tower orientation with an optional tower stand that can be purchased from HP.
2. Orient the computer so that its right side is facing up and place the computer in the optional stand.
NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower
stand.
3. Reconnect the AC power cord and any external devices, then turn on the computer.
NOTE: Ensure at least 10.2 centimeters (4 inches) of space on all sides of the computer remains clear
and free of obstructions.
4. Lock any security devices that were disengaged when the top cover was removed.
Changing from desktop to tower configuration 57
5 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.
●
●
Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media devices.
(Windows 7 only) Establish an Ownership Tag, the text of which is displayed each time the system is
turned on or restarted.
●
●
●
Enter the Asset Tag or property identification number assigned by the company to this computer.
Enable the power-on password prompt during system restarts (warm boots) as well as during power-on.
Establish an administrator password that controls access to the Computer Setup (F10) Utility and the
settings described in this section.
●
●
Establish minimum requirements for valid passwords, including length and required types of characters.
Secure integrated I/O functionality, including the serial, USB, or audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●
●
Enable or disable different types of boot sources.
Configure features such as Secure Boot, power management, virtualization support, and language and
keyboard type used in Setup and POST.
●
●
Replicate the system setup by saving system configuration information on a USB device and restoring it
on one or more computers.
Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
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:
1. Turn on or restart the computer.
2. Repeatedly press F10 when the monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
3. A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
NOTE: Selecting UEFI Drivers restarts the computer into the 3rd party option ROM management
application. You can access this application directly by pressing F3 during startup.
58 Chapter 5 Computer Setup (F10) Utility
4. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press
Esc.
5. To apply and save changes, select Main > Save Changes and Exit.
●
●
If you have made changes that you do not want applied, select Ignore Changes and Exit.
To restore settings from the Advanced and Main menus to original values, select Apply Factory
Defaults and Exit.
●
To restore settings from the Advanced and Main menus to those previously saved by Save Custom
Defaults, select Apply Custom Defaults and Exit. If no custom defaults have been saved, then
factory defaults are used.
NOTE: Settings in the Security menu are not modified by Apply Defaults. Those values are reset by
Restore Security Settings to Factory Defaults at the bottom of the Security menu.
NOTE: Not all settings shown in the following sections are available for all models
CAUTION: Do NOT turn the computer power OFF while the BIOS is saving the Computer Setup (F10) changes
because the settings could become corrupted. It is safe to turn off the computer only after exiting the F10
Setup screen.
Computer Setup (F10) Utilities 59
Computer Setup–Main
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 5-1 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
Processor cache size (L1/L2/L3)
Processor speed
MicroCode Revision
Processor Stepping
DIMM size (for each installed module)
System BIOS version
ME Firmware version (Intel only)
Video BIOS version
Super I/O Firmware version
Born On Date
Serial Number
SKU number
UUID (Universally Unique Identifier)
Asset Tracking Number
Feature Byte
Build ID
Product Family
System Board ID
System Board CT
Integrated MAC Address
System Diagnostics
If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced
Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform
the following functions:
●
●
●
Memory Test
Hard Drive Check
Language
Update System BIOS
Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a file located on the hard drive.
●
‘Check HP.com for BIOS Updates’ or ‘Check the Network for BIOS Updates’
The string that appears here depends on the setting in ‘BIOS Update Preferences’.
60 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
●
Lock BIOS Version
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●
BIOS Update Preferences
Allows the administrator to select the source of network updates (www.hp.com or another network
server) and allows configuration of a periodic check for updates, including policies for:
■
■
■
Check for updates and prompt the user to accept or reject the update at that time
Check for updates and install all new versions
Check for updates and install only new versions marked important
●
●
Network Configuration Settings
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.
System IDs
Lets you set the following values:
●
●
Asset Tracking Number
Ownership Tag
Replicated Setup
Backup current settings to USB device
Saves system configuration to a formatted USB flash media device.
Restore current settings from USB device
Restores system configuration from a USB flash media device.
Save Custom Defaults
Saves the current system configuration settings as the custom default set.
Apply Custom Defaults
and Exit
Applies the custom default settings to the computer after rebooting. Does not apply to options in the
Security menu.
Apply Factory Defaults
and Exit
Restores the factory system configuration settings to the computer after rebooting. Does not apply to
options in the Security menu.
Ignore Changes and Exit
Save Changes and Exit
Exits Computer Setup without applying or saving any changes.
Saves changes to current system configuration, exits Computer Setup, and reboots.
Computer Setup (F10) Utilities 61
Computer Setup—Security
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 5-2 Computer Setup—Security
Option
Description
Set up BIOS
Lets you set and enable a BIOS administrator password, which includes the following privileges:
Administrator Password
●
●
●
Manage other BIOS users
Full access to BIOS policy and settings
Unlock the computer when other BIOS users fail the preboot authentication.
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Change BIOS
Lets you change the BIOS administrator password.
Administrator Password
You must know the current password to be able to change it.
(This selection is active
only if a BIOS
administrator password is
set.)
Password Policies
Let you set the guidelines for a valid password. Options include:
●
●
●
●
●
●
Password minimum length
Requires at least one symbol
Requires at least one number
Requires at least one upper case character
Requires at least one lower case character
Allow spaces
Clear Password Jumper
Select ‘Honor’ to allow or ‘Ignore’ to not allow the absence of the password jumper to clear the passwords
at boot up. Default is ‘Honor’.
Security Configuration
TPM Embedded Security
●
●
●
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
TPM State
Select to enable the TPM.
TPM Clear
Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned off. To
temporarily suspend TPM operations, turn the TPM off instead of clearing it.
CAUTION: Clearing the TPM resets it to factory defaults and turns it off. You will lose all created
keys and data protected by those keys.
BIOS Sure Start
●
Verify Boot Block on every Boot
Select to check validity of boot block region each boot. If not selected, boot block region will be
validated on power cycles.
62 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
●
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
Password
Lets you set and enable a BIOS power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Change BIOS Power-On
Password
Lets you change the BIOS power-on password.
You must know the current password to be able to change it.
(This selection is active
only if a BIOS power-on
password is set.)
DriveLock
Allows you to assign or modify a master or user password for hard drives. When this feature is enabled,
the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully
entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during
a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature is
attached to the system.
CAUTION: Be aware that these settings take place immediately. A save is not necessary.
CAUTION: Be sure to document the DriveLock password. Losing a DriveLock password will render a drive
permanently locked.
After you select a drive, the following options are available:
Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock.
Enable DriveLock. Sets the drive’s user password and enables DriveLock.
Secure Erase
Lets you select a hard drive to completely erase.
Once a hard drive has been erased with a program that utilizes Secure Erase firmware commands, no file
recovery program, partition recovery program, or other data recovery method will be able to extract data
from the drive.
Save/Restore MBR of the NOTE: Windows 8.1 and Windows 10 systems are generally not formatted to include an MBR. Instead
system hard drive
they use GUID Partition Table (GPT) format, which better supports large hard drives.
Enabling this feature will save the Master Boot Record (MBR) of the system hard drive. If the MBR gets
changed, the user will be prompted to restore the MBR. Default is disabled.
The MBR contains information needed to successfully boot from a disk and to access the data stored on
the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such as
those caused by some viruses or by the incorrect use of certain disk utilities. It also allows you to recover
the "last known good" MBR, should changes to the MBR be detected when the system is restarted.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS cannot
prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
●
●
●
MBR security is enabled
A backup copy of the MBR has been previously saved
The current bootable disk is the same disk from which the backup copy was saved
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified the
MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you
are confident that the current bootable disk's MBR has been corrupted or infected with a virus.
Smart Cover
Cover Lock (Lock/Unlock)
Computer Setup (F10) Utilities 63
Table 5-2 Computer Setup—Security (continued)
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. If the password is set, Administrator Password requires that the password be entered to boot
the computer if the sensor detects that the cover has been removed.
System Management
Command
Allows authorized personnel to reset security settings during a service event. Default is enabled.
Restore Security
This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
Settings to Default
in the Security menu to factory defaults.
Computer Setup—Advanced
NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
Table 5-3 Computer Setup—Advanced (for advanced users)
Option
Heading
Display Language
Scheduled Power-On
Boot Options
Lets you select the language of the menus in F10 Setup and the keyboard layout.
This feature wakes the system up from a powered off state at a specified date and time.
Select the devices that the computer can boot from, as well as other options, including:
●
Startup Menu Delay(sec). Enabling this feature will add a user-specified delay to the POST process.
One purpose for the delay is to provide additional time to activate hotkeys such as Esc for the
Startup Menu or F10 for Computer Setup.
●
●
●
●
●
●
Fast Boot. Default is enabled for Windows 8.1 or later, and disabled for Windows 7 systems.
CD-ROM Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
After Power Loss. Default is Power Off.
■
■
■
Power off—causes the computer to remain powered off when power is restored.
Power on—causes the computer to power on automatically as soon as power is restored.
Previous state—causes the computer to power on automatically as soon as power is restored,
if it was on when power was lost.
NOTE: If the system is configured to ‘Power On from Keyboard Ports’ (see Power Management
Options), then this setting is forced to ‘Power On’.
●
●
Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
UEFI Boot Order.
Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image.
UEFI boot sources always have precedence over legacy boot sources.
64 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
●
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.
Specify the order of attached hard drives. The first hard drive in the order will have priority in the
boot sequence and will be recognized as drive C (if any devices are attached).
NOTE: To drag a device to a preferred place, press Enter.
NOTE: MS-DOS drive lettering assignments may not apply after a non-MS-DOS operating system has
started.
Shortcut to Temporarily Override Boot Order
To boot one time from a device other than the default device specified in Boot Order, restart the computer
and press Esc (to access the Startup menu) and then F9 (Boot Menu), or only F9 (skipping the Startup
menu) when the monitor light turns green. After POST is completed, a list of bootable devices is displayed.
Use the arrow keys to select the preferred bootable device and press Enter. The computer then boots
from the selected non-default device for this one time.
Secure Boot
Configure Legacy Support and Secure Boot
Configuration
Legacy Support – Lets you turn off all legacy support on the computer, including booting to DOS, running
legacy graphics cards, booting to legacy devices, and so on. Windows 7 for instance requires legacy
support, whereas Windows 8 does not.
Secure Boot – Lets you make sure an operating system is legitimate before booting to it, making Windows
resistant to malicious modification from preboot to full OS booting, preventing firmware attacks. UEFI and
Windows Secure Boot only allow code signed by pre-approved digital certificates to run during the
firmware and OS boot process.
Default is ‘Legacy Support Enable and Secure Boot Disable’ for Windows 7 and other non-Windows
configurations. Default is ‘Legacy Support Disable and Secure Boot Enable’ for Windows 8.1 and later
configurations.
Secure Boot Key Management
Lets you manage the custom key settings.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software
components. Set this option to ‘disable’ to support Device Guard.
System Options
Configure Storage Controller for RAID (enable/disable)
Lets you enable onboard RAID. Default is disabled.
POST Prompt for RAID Configuration (Intel only)
When disabled, the prompt for ‘RAID option ROM’ in legacy mode is suppressed.
SVM CPU Virtualization (AMD only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
off and then back on. Default is disabled.
Virtualization Technology (VTx) (Intel only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
off and then back on. Default is disabled.
Computer Setup (F10) Utilities 65
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
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. Default is disabled.
PCI Express Slot x (enable/disable)
Lets you disable individual expansion slots.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. Default is enabled.
Power Button Override (disable/4 sec/15 sec)
Lets you disable or enable and select the number of seconds you have to hold down the power button for
it to force the system to power off. Default is ‘4 sec’.
Built-In Device Options
Embedded LAN Controller
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. Default is Boot to Network.
Dust Filter
Select to enable the Dust Filter replacement reminder, which can be set for 15, 30, 60, 90, 120, or 180
days. The reminder will show during POST after the reminder timer has expired.
Video Memory Size
Use this option to manage graphics memory allocation. The value you choose is allocated permanently to
graphics and is unavailable to the operating system.
Audio Device
Select to show the device in the operating system. Default is enabled.
Internal Speakers (does not affect external speakers)
Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in
the operating system and does not affect the error or warning beeps during POST. Default is enabled.
Integrated Microphone
Clear to disable the integrated microphone. This does not affect devices plugged into audio jacks. Default
is enabled.
Integrated Camera
Clear to disable the integrated webcam. Default is enabled.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
Fingerprint Device
Select to show the device in the operating system. Default is enabled.
Touch Panel
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
66 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
●
●
●
●
●
●
●
●
●
●
Serial port B
SATA0
SATA1
SATA2
SATA3
SATA5
Front USB ports
Rear USB ports
USB charging port function
Media card reader
Restrict USB Devices
Specify the following categories of USB devices to enable:
●
●
●
Allow all USB devices
Allow only keyboard and mouse
Allow all but storage devices and hubs.
When some devices are restricted, the system will disable USB ports that do not meet the allowed
criteria. This feature is usually combined with similar policies within the operating system since USB
devices can be moved to different ports. The ports disabled by the BIOS will remain disabled until the
system is restarted.
Option ROM Launch
Policy
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is ‘All legacy’ for
Windows 7 and other non-Windows configurations. Default is ‘All UEFI’ for Windows 8.1 or later.
Configure Option ROM Launch Policy
●
●
●
All legacy
All UEFI
All UEFI except video
Power Management
Options
Runtime Power Management (enable/disable)
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 (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings (enable/disable)
Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is
removed from the wake up circuitry, the expansion slots, and any management features while in S5.
Default is disabled.
SATA Power Management (enable/disable)
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. Default is enabled.
Unique Sleep State Blink Rates (enable/disable)
Computer Setup (F10) Utilities 67
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
This feature is designed to provide a visual indication of what sleep state the system is in. Each sleep
state has a unique blink pattern. Default is disabled.
NOTE: A normal shutdown goes to the S4 state for Windows 8 or later.
S0 (On) = Solid white LED.
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) — repeated
cycles of 3 blinks and a pause.
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) —
repeated cycles of 4 blinks and a pause.
S5 (Soft Off) = LED is off.
Power On from Keyboard Ports (enable/disable)
When enabled, this feature allows a key press to power on the system when it is off (S5 state). If using a
USB keyboard, it must be plugged into one of the rear ports labeled with the keyboard icon. Default is
disabled.
Remote Management
Options
Active Management (AMT) (Intel only) (enable/disable). Default is enabled.
Allows you to discover, repair, and protect networked computing devices.
USB Key Provisioning Support (enable/disable) Default is disabled.
USB Redirection Support (enable/disable). Default is enabled.
USB redirection allows USB devices plugged into a client computer to be transparently redirected to the
guest operating system.
Unconfigure AMT on next boot (Do Not Apply/Apply). Default is ‘Do Not Apply’.
SOL Terminal Emulation Mode (ANSI / VT100). Default is ANSI.
SOL terminal emulation mode is only activated during remote AMT redirection operations. The emulation
options allow administrators to select which mode works best with their console.
Show Unconfigure ME Confirmation Prompt (enable/disable). Default is enabled.
Verbose Boot Messages (enable/disable). Default is enabled.
Verbose boot shows additional logging information during the boot. mainly for debugging if something
goes wrong during bootup.
Watchdog Timer (enable/disable). Default is enabled.
Allows you to set amount of time for a operating system and BIOS watchdog alert to be sent if the timers
are not deactivated. BIOS watchdog is deactivated by BIOS and would indicate that a halt occurred during
execution if the alert is sent to the management console. An operating system alert is deactivated by the
operating system image and would indicate that a hang occurred during its initialization.
●
●
OS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min.
CIRA Timeout (min.) (1/2/3/4/Never)
CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active
Management Technology (AMT).
68 Chapter 5 Computer Setup (F10) Utility
Recovering the Configuration Settings
This method of recovery requires that you first perform the Save to Removable Media command with the
Computer Setup—File table.)
The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media
device. This file can be edited to change the settings on Restore. An asterisk (*) marks the selected option for
a setting.
NOTE: It is recommended that you save any modified computer configuration settings to a USB flash media
device and save the device for possible future use.
To restore the configuration, insert the USB flash media device with the saved configuration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup–Main
on page 60 in the Computer Setup—File table.)
Recovering the Configuration Settings 69
6 Troubleshooting without diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices, hard
drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, refer to the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test
(POST) at startup, refer to POST error messages and diagnostic front panel LEDs and audible codes
Safety and comfort
WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment may
result in discomfort or serious injury. Refer to the Safety & Comfort Guide at http://www.hp.com/ergo for
more information on choosing a workspace and creating a safe and comfortable work environment. For more
information, refer to the Safety & Regulatory Information guide.
Before you call for technical support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.
●
●
Run the HP diagnostic tool.
Run the hard drive self-test in Computer Setup. Refer to Computer Setup (F10) Utility on page 58 for
more information.
●
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 102 for more information.
●
●
If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.
If you are working on a network, plug another computer with a different cable into the network
connection. There may be a problem with the network plug or cable.
●
●
●
If you recently added new hardware, remove the hardware and see if the computer functions properly.
If you recently installed new software, uninstall the software and see if the computer functions properly.
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.”
●
●
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
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notification, and worldwide community of peers and HP experts.
70 Chapter 6 Troubleshooting without diagnostics
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.
Spend time troubleshooting the problem with the service technician.
Remove any hardware that was recently added to your system.
Remove any software that was recently installed.
Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files before
running the restore process.
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, monitor, or software, see the following list of general
suggestions before taking further action:
●
●
Check that the computer and monitor are plugged into a working electrical outlet.
Check that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●
●
●
Check that the computer is turned on and the white power light is on.
Check that the monitor is turned on and the green monitor light is on.
Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error
codes that will help you diagnose the problem. Refer to POST error messages and diagnostic front panel
LEDs and audible codes on page 102 for more information.
●
●
●
●
Turn up the brightness and contrast controls of the monitor if the monitor is dim.
Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
Check all cable connections for loose connections or incorrect connections.
Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not shut
down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is
set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●
●
●
Reconfigure the computer after installing a non-plug and play expansion board or other option. See
Solving Hardware Installation Problems on page 90 for instructions.
Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful hints 71
●
●
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. During boot, the other monitor connectors
are disabled and if the monitor is connected into these ports, the monitor will not function. You can
select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you
are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. 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 touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause
Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briefly when booting the
computer.
Before turning on the computer, press and hold F10. Turn on the
computer and continue to hold F10 until the Computer Setup
(F10) Utility is displayed.
- or –
Follow the Windows instructions for rebooting the computer into
the Computer Setup (F10) Utility.
Computer appears locked up and will not turn off when the power button is pressed.
Cause
Solution
Software control of the power switch is not functional.
1. Press and hold the power button for at least four seconds
until the computer turns off.
2. Disconnect the power cord from the electrical outlet.
Computer will not respond to keyboard or mouse.
Cause
Solution
Computer is in Sleep state.
To resume from Sleep state, press the power button.
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.
System has locked up.
Restart computer.
72 Chapter 6 Troubleshooting without diagnostics
Computer date and time display is incorrect.
Cause
Solution
RTC (real-time clock) battery may need to be replaced.
Reset the date and time under Control Panel (Computer Setup
can also be used to update the RTC date and time). If the problem
persists, replace the RTC battery. See the Removal and
Replacement section for instructions on installing a new battery,
or contact an authorized dealer or reseller for RTC battery
replacement.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
To access Control Panel in Windows 7, select Start, and then
select Control Panel.
To access Control Panel in Windows 8.1, from the Start screen,
type c, and then select Control Panel from the list of
applications.
To access Control Panel in Windows 10, type control panelin
the taskbar search box, and then select Control Panel.
There is no sound or sound volume is too low.
Cause
Solution
System volume may be set low or muted.
1. Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
affect the external speakers).
2. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause
Solution
Smart Cover Lock, featured on some computers, is locked.
Unlock the Smart Cover Lock using Computer Setup.
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.
Cause
Solution
Processor is too hot.
1. Make sure airflow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
Solving general problems 73
Poor performance.
Cause
Solution
3. Make sure the processor heat sink is installed properly.
Hard drive is full.
Transfer data from the hard drive to create more space on the
hard drive.
Low on memory.
Add more memory.
Hard drive fragmented.
Defragment hard drive.
Restart the computer.
Program previously accessed did not release reserved memory
back to the system.
Virus resident on the hard drive.
Too many applications running.
Run virus protection program.
1. Close unnecessary applications to free up memory.
2. Add more memory.
3. Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
In Windows 7:
a. Go to Start > All Programs > Accessories > Run
b. Type msconfig, and then press Enter.
c.
On the Startup tab of the System Configuration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 8.1:
a. On the Start screen, right-click, and then select the All
apps icon.
b. Under Windows System, click Run.
c.
Type msconfig, and then press Enter.
d. On the Startup tab of the System Configuration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 10:
a. Type msconfigin the taskbar search box, and then
select msconfig.
b. On the Startup tab of the System Configuration Utility,
click Open Task Manager.
c.
Select applications that you do not want to launch
automatically, and the click Disable.
Some software applications, especially games, are stressful on
the graphics subsystem.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown.
Restart the computer.
74 Chapter 6 Troubleshooting without diagnostics
Computer powered off automatically and the Power LED flashes red four times and then white two times.
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
The heat sink is not properly attached to the processor.
3. If fan a plugged in and not spinning, replace it.
System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
System unable to power on.
Press and hold the power button for less than 4 seconds. If the
hard drive LED turns white, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on white then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is off, then replace
the power supply.
6. Replace the system board.
Solving general problems 75
Solving power problems
Common causes and solutions for power problems are listed in the following table.
Power supply shuts down intermittently.
Cause
Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to correct
line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
Power supply will not turn on because of internal power supply
fault.
Replace the power supply.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Computer powered off automatically and the Power LED flashes red four times and then white two times.
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
1. Ensure that the computer air vents are not blocked and the
processor cooling fan is running.
2. Open the access panel, press the power button, and see if
the processor fan (or other system fan) spins. If the fan does
not spin, make sure the fan cable is plugged onto the system
board header.
The heat sink is not properly attached to the processor.
3. If fan a plugged in and not spinning, replace it.
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.
Cause
Solution
Power failure (power supply is overloaded).
1. If equipped with a voltage selector, check that the voltage
selector, located on the rear of the power supply (some
models), is set to the appropriate voltage. Proper voltage
setting depends on your region.
2. Open the access panel and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives and
expansion cards). Power on the system. If the system enters
POST, then power off and replace one device at a time and
repeat this procedure until failure occurs. Replace the device
that is causing the failure. Continue adding devices one at a
time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
76 Chapter 6 Troubleshooting without diagnostics
Solving hard drive problems
Hard drive error occurs.
Cause
Solution
Hard disk has bad sectors or has failed.
1. In Windows 7, click Start, click Computer, and right-click on
a drive. Select Properties, and then select the Tools tab.
Under Error-checking click Check Now.
In Windows 8.1, on the Start screen type e, and then select
File Explorer from the list of applications. In the left
column, expand Computer, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
In Windows 10, type filein the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause
Solution
Either the directory structure is bad or there is a problem with a
file.
In Windows 7, click Start, expand Computer, and right-click on a
drive. Select Properties, and then select the Tools tab. Under
Error-checking click Check Now.
In Windows 8.1, on the Start screen type e, and then click File
Explorer from the list of applications. In the left column, expand
Computer, right-click on a drive, select Properties, and then
select the Tools tab. Under Error checking click Check.
In Windows 10, type filein the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly
installed device.
Installation Problems on page 90 section. If the system still
does not recognize the new device, check to see if the device is
listed within 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 > Boot Options.
Solving hard drive problems 77
Drive not found (identified).
Cause
Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced >
Boot Options.
Nonsystem disk/NTLDR missing message.
Cause
Solution
▲
The system is trying to start from the hard drive but the hard
drive may have been damaged.
Perform Drive Protection System (DPS) testing in system
ROM.
System files missing or not properly installed.
1. Insert bootable media and restart the computer.
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then select
the File Backup Program option, and then restore the
system.
3. Install system files for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup.
Run the Computer Setup utility and enable the hard drive entry in
the Advanced > Boot Options list.
Bootable hard drive is not attached as first in a multi-hard drive
configuration.
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
Bootable hard drive is not listed first in the Boot Order.
Run the Computer Setup utility and select Advanced > Boot
Options and ensure the bootable hard drive is listed immediately
under the Hard Drive entry.
Computer will not boot from hard drive.
Cause
Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
1. Check SATA cable connections.
2. Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Advanced > Port
Options.
Boot order is not correct.
Hard drive is damaged.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Observe if the front panel Power LED is blinking RED and if any
beeps are heard. See POST error messages and diagnostic front
panel LEDs and audible codes on page 102 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
78 Chapter 6 Troubleshooting without diagnostics
Computer seems to be locked up.
Cause
Solution
Program in use has stopped responding to commands.
1. Use the task manager to close programs that do not
respond.
2. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to
turn off the power. To restart the computer, press the power
button again.
Solving media card reader problems
Media card will not work in a digital camera after formatting it in Windows.
Cause
Solution
By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.
Either format the media card in the digital camera or select FAT
file system to format the media card in a computer with Windows.
A write-protected or locked error occurs when attempting to write to the media card.
Cause
Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Can not write to the media card.
Cause
Solution
The media card is a read-only memory (ROM) card.
Check the manufacturer’s documentation included with your card
to see if it writable. Refer to the previous section for a list of
compatible cards.
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Unable to access data on the media card after inserting it into a slot.
Cause
Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
Solving media card reader problems 79
Do not know how to remove a media card correctly.
Cause
Solution
The computer’s software is used to safely eject the card.
In Windows 7, click Start, select Computer, right-click on the
corresponding drive icon, and then select Eject. Pull the card out
of the slot.
In Windows 8.1, on the Start screen, type e, and then click File
Explorer from the list of applications. Expand Computer, right-
click on the corresponding drive icon, and then select Eject. Pull
the card out of the slot.
In Windows 10, type filein 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. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is flashing
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause
Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the first time.
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause
Solution
The inserted media card has boot capability.
1. If you do not want to boot from the media card, remove it
during boot or do not select the option to boot from the
inserted media card during the boot process.
2. During POST (Power On Self-Test), press F9 to modify the
boot menu.
3. Change the boot sequence in F10 Computer Setup.
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Blank screen (no video).
Cause
Solution
Monitor is not turned on and the monitor light is not on.
Bad monitor.
Turn on the monitor and check that the monitor light is on.
Try a different monitor.
The cable connections are not correct.
Check the cable connection from the monitor to the computer and
to the electrical outlet.
80 Chapter 6 Troubleshooting without diagnostics
Blank screen (no video).
Cause
Solution
You may have a screen blanking utility installed or energy saver
features are enabled.
Press any key or click the mouse button and type your password
(if set).
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
Reflash the system ROM with the latest BIOS image.
You are using a fixed-sync monitor and it will not sync at the
resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
Computer is in Sleep state.
Press the power button to resume from Sleep state.
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.
Monitor cable is plugged into the wrong connector.
Systems may have a monitor connection on both the
motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the computer
Monitor settings in the computer are not compatible with the
monitor.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 7, click Start, and then
select Control Panel.
To access Control Panel in Windows 8.1, from the Start
screen, type c, and then select Control Panel from the list of
applications.
To access Control Panel in Windows 10, type control
panelin the taskbar search box, and then select Control
Panel from the list of applications.
2. Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is configured to use an input that is not active.
Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer
beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video memory error.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving display problems 81
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. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video graphics error.
For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system board.
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.
Monitor does not function properly when used with energy saver features.
Cause
Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Disable monitor energy saver feature.
Dim characters.
Cause
Solution
The brightness and contrast controls are not set properly.
Cables are not properly connected.
Adjust the monitor brightness and contrast controls.
Check that the graphics cable is securely connected to the
graphics card (if applicable) or video connector and the monitor.
Blurry video or requested resolution cannot be set.
Cause
Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution.
Graphics card is bad.
Change requested resolution.
Replace the graphics card.
82 Chapter 6 Troubleshooting without diagnostics
The picture is broken up, rolls, jitters, or flashes.
Cause
Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with each
other’s electromagnetic field by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
Monitor needs to be degaussed.
Degauss the monitor. Refer to the documentation that came with
the monitor for instructions.
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.
Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is off while
connecting the video cable.
“Out of Range” displays on screen.
Cause
Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take effect.
To enter Safe Mode in Windows 7:
1. Restart the computer.
2. Press and hold the F8 key as your computer restarts, before
the Windows logo appears. If the Windows logo appears,
you must restart the computer and try again.
3. On the Advanced Boot Options screen, use the arrow keys to
highlight the safe mode option you want, and then press
Enter.
4. Log on to your computer with a user account that has
administrator rights.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 8.1:
Solving display problems 83
“Out of Range” displays on screen.
Cause
Solution
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then under
Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options, select
Startup Settings, and then click Restart.
4. Use the function keys or number keys to select the safe
mode option you want.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 10:
1. Log into the computer using an Administrator account.
2. Type msconfigin the taskbar search box, and then select
msconfig from the list of applications.
3. Click the Boot tab, select Safe boot and then click OK.
High pitched noise coming from inside a flat panel monitor.
Cause
Solution
Brightness and/or contrast settings are too high.
Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (flat panel monitors using an analog VGA input connection only).
Cause
Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support
Graphics card is not seated properly or is bad (some models).
1. Reseat the graphics card.
2. Replace the graphics card.
Certain typed symbols do not appear correct.
Cause
Solution
The font you are using does not support that particular symbol.
Use the Character Map to locate and select the appropriate
symbol. You can copy the symbol from the Character Map into a
document.
84 Chapter 6 Troubleshooting without diagnostics
Certain typed symbols do not appear correct.
Cause
Solution
In Windows 7, click Start, select All Programs, select Accessories,
select System Tools, and then select Character Map.
In Windows 8.1, on the Start screen, type ch, and then select
Character Map from the list of applications.
In Windows 10, type chin the taskbar search box, and then select
Character Map from the list of applications.
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Sound cuts in and out.
Cause
Solution
Processor resources are being used by other open applications.
Shut down all open processor-intensive applications.
Sound does not come out of the speaker or headphones.
Cause
Solution
Software volume control is turned down or muted.
Double-click the Speaker icon on the taskbar, then make sure
that Mute is not selected and use the volume slider to adjust the
volume.
NOTE: In Windows 8.1, the taskbar is available at the bottom of
the Desktop screen.
Audio is hidden in Computer Setup.
Enable the audio in Computer Setup: Advanced > Built-in Device
Options.
The external speakers are not turned on.
Turn on the external speakers.
The audio device may be connected to the wrong jack.
Ensure that the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently See the sound card documentation for proper speaker connection.
installed sound card. The rear audio jack output is the green receptacle.
Headphones or devices connected to the line-out connector mute Turn on and use headphones or external speakers, if connected,
the internal speaker.
or disconnect headphones or external speakers.
Computer is in Sleep state.
Press the power button to resume from Sleep state.
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.
Internal speaker is disabled in Computer Setup.
Enable the internal speaker in Computer Setup. Select Advanced >
Built-in Device Options.
Solving audio problems 85
Sound does not come out of the speaker or headphones.
Cause
Solution
The application is set to use a different audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used.
Make sure the application has selected the correct audio device.
The operating system controls may be set to use a different audio Set the operating system to use the correct audio device.
device as the default output device than what is expected.
Sound from headphones is not clear or muffled.
Cause
Solution
Headphones are plugged into the rear audio output connector.
Plug the headphones into the headphone connector on the front
The rear audio output connector is for powered audio devices and of the computer.
is not designed for headphone use.
Computer appears to be locked up while recording audio.
Cause
Solution
The hard disk may be full.
Before recording, make sure there is enough free space on the
hard disk. You can also try recording the audio file in a
compressed format.
Line-in jack is not functioning properly.
Cause
Solution
Jack has been reconfigured in the audio driver or application
In the audio driver or application software, reconfigure the jack or
software.
set the jack to its default value.
There is no sound or sound volume is too low.
Cause
Solution
The application is set to use a different audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
86 Chapter 6 Troubleshooting without diagnostics
There is no sound or sound volume is too low.
Cause
Solution
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used.
Make sure the application has selected the correct audio device.
The operating system controls may be set to use a different audio Set the operating system to use the correct audio device.
device as the default output device than what is expected.
Solving printer problems
If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.
Printer will not print.
Cause
Solution
Printer is not turned on and online.
Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed.
1. Install the correct printer driver for the application.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port]is the address of the printer being
used. If the printer works, reload the printer driver.
To run MS-DOS commands, press the Windows key + r, type cmd
in the Open box, and then click OK.
If you are on a network, you may not have made the connection
to the printer.
Make the proper network connections to the printer.
Printer may have failed.
Run printer self-test.
Printer will not turn on.
Cause
Solution
The cables may not be connected properly.
Reconnect all cables and check the power cord and electrical
outlet.
Printer prints garbled information.
Cause
Solution
The correct printer driver for the application is not installed.
Install the correct printer driver for the application.
Solving printer problems 87
Printer prints garbled information.
Cause
Solution
The cables may not be connected properly.
Printer memory may be overloaded.
Reconnect all cables.
Reset the printer by turning it off for one minute, then turn it back
on.
Printer will not print.
Cause
Solution
The printer may be out of paper.
Check the paper tray and refill it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause
Solution
If your computer is equipped with USB 3.0 ports, connected USB
Connect the wireless keyboard USB receiver to a USB 2.0 port that
3.0 devices can interfere with the wireless keyboard USB receiver. is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
Keyboard commands and typing are not recognized by the computer.
Cause
Solution
Keyboard connector is not properly connected.
Shut down the computer, reconnect the keyboard to the back of
the computer, and then restart the computer.
Program in use has stopped responding to commands.
Shut down your computer using the mouse and then restart the
computer.
Keyboard needs repairs.
Computer is in Sleep state.
See the Worldwide Limited Warranty for terms and conditions.
Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep date, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse does not respond to movement or is too slow.
Cause
Solution
Mouse connector is not properly plugged into the back of the
computer.
Shut down the computer using the keyboard.
Windows 7:
88 Chapter 6 Troubleshooting without diagnostics
Mouse does not respond to movement or is too slow.
Cause
Solution
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to select Shut Down and then press
Enter.
3. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 8.1:
1. Press the Windows logo + l to open the Settings charm.
2. Use the arrow keys to select Power, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 10:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Program in use has stopped responding to commands.
Mouse may need cleaning.
Shut down the computer using the keyboard then restart the
computer.
Remove the roller ball cover on the mouse and clean the internal
components.
Mouse may need repair.
See the Worldwide Limited Warranty for terms and conditions.
Press the power button to resume from Sleep state.
Computer is in Sleep state.
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.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause
Solution
Mouse roller ball or the rotating encoder shafts that make contact Remove roller ball cover from the bottom of the mouse and clean
with the ball are dirty.
the internal components with a mouse cleaning kit available from
most computer stores.
Solving keyboard and mouse problems 89
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. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. 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 touching.
Table 6-1 Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause
Solution
Device is not seated or connected properly.
Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
Power switch of new external device is not turned on.
Turn off the computer, turn on the external device, then turn on
the computer to integrate the device with the computer system.
When the system advised you of changes to the configuration,
you did not accept them.
Reboot the computer and follow the instructions for accepting the
changes.
A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic configuration that does not
cause a resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and ensure that Device available
is selected for appropriate USB ports under Advanced > Port
Options.
Computer will not start.
Cause
Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
1. Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
90 Chapter 6 Troubleshooting without diagnostics
Computer will not start.
Cause
Solution
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4.
2. Observe the beeps and LED lights on the front of the
computer. Beeps and flashing LEDs are codes for specific
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
Power LED flashes Red three times and then white two times.
Cause
Solution
Memory is installed incorrectly or is bad.
CAUTION: 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 DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4
3. Replace third-party memory with HP memory.
4. 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.
Table 6-2 Solving Network Problems
Network driver does not detect network controller.
Cause
Solution
Network controller is disabled.
1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Solving Network Problems 91
Table 6-2 Solving Network Problems (continued)
Network driver does not detect network controller.
Cause
Solution
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Incorrect network driver.
Check the network controller documentation for the correct driver
or obtain the latest driver from the manufacturer’s Web site.
Network status link light never flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause
Solution
No active network is detected.
Network controller is not set up properly.
Check cabling and network equipment for proper connection.
Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Network controller is disabled.
1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
Network driver is not properly loaded.
System cannot autosense the network.
Reinstall network drivers.
Disable auto-sensing capabilities and force the system into the
correct operating mode.
92 Chapter 6 Troubleshooting without diagnostics
Diagnostics reports a failure.
Cause
Solution
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.
The cable is attached to the incorrect connector.
Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of
the cable.
Ensure that the cable and device at the other end are operating
correctly.
The network controller is defective.
Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause
Solution
Network drivers are not loaded, or driver parameters do not
Make sure the network drivers are loaded and that the driver
match current configuration.
parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
The network controller is not configured for this computer.
Select the Network and Sharing Center icon in the Control Panel
and configure the network controller.
To access Control Panel in Windows 7, click Start, and then select
Control Panel.
To access Control Panel in Windows 8.1, from the Start screen,
type c, and then select Control Panel.
To access Control Panel in Windows 10, type control panelin
the taskbar search box, and then select Control Panel from the
list of applications.
Network controller stopped working when an expansion board was added to the computer.
Cause
Solution
The network controller requires drivers.
Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause
Solution
The files containing the network drivers are corrupted.
Reinstall the network drivers using the Recovery Disc Set in
Windows 7 or Windows recovery tools in Windows 8.1.
If necessary, download the softpaq from the web (from a different
computer).
The cable is not securely connected.
The network controller is defective.
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.
Contact an authorized service provider.
Solving Network Problems 93
New network card will not boot.
Cause
Solution
New network card may be defective or may not meet industry-
standard specifications.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause
Solution
The network controller is not configured properly.
Verify Network Connectivity, that a DHCP Server is present, and
that the Remote System Installation Server contains the NIC
drivers for your NIC.
System setup utility reports unprogrammed EEPROM.
Cause
Solution
Unprogrammed EEPROM.
Contact an authorized service provider.
Solving memory problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the
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.
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled. The
ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to
download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
System will not boot or does not function properly after installing additional memory modules.
Cause
Solution
A memory module is not installed in the DIMM1 or XMM1 socket.
Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
94 Chapter 6 Troubleshooting without diagnostics
Out of memory error.
Cause
Solution
You have run out of memory to run the application.
Check the application documentation to determine the memory
requirements.
Memory count during POST is wrong.
Cause
Solution
The memory modules may not be installed correctly.
Check that the memory modules have been installed correctly and
that proper modules are used.
Integrated graphics may use system memory.
No action required.
Insufficient memory error during operation.
Cause
Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
Delete any TSRs that you do not need.
You have run out of memory for the application.
Check the memory requirements for the application or add more
memory to the computer.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps
stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Memory is installed incorrectly or is bad.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving CD-ROM and DVD problems
If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table
or to the documentation that came with the optional device.
System will not boot from CD-ROM or DVD drive.
Cause
Solution
The device is attached to a SATA port that has been hidden in the
Computer Setup utility.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options.
Network Boot is enabled in Computer Setup.
Run the Computer Setup utility and disable Network Boot in
Advanced > Boot Options.
Solving CD-ROM and DVD problems 95
System will not boot from CD-ROM or DVD drive.
Cause
Solution
Non-bootable CD in drive.
Boot order not correct.
Try a bootable CD in the drive.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly
installed device.
Installation Problems on page 90 section. If the system still does
not recognize the new device, check to see if the device is listed
within 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 > Power-On
Options.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced >
Power-On Options.
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause
Solution
Drive is not connected properly or not properly configured.
See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause
Solution
Movie may be regionalized for a different country.
Decoder software is not installed.
Damaged media.
See the documentation that came with the DVD drive.
Install decoder software.
Replace media.
Movie rating locked out by parental lock.
Media installed upside down.
Use DVD software to remove parental lock.
Reinstall media.
96 Chapter 6 Troubleshooting without diagnostics
Cannot eject compact disc (tray-load unit).
Cause
Solution
Disc not properly seated in the drive.
Turn off the computer and insert a thin metal rod into the
emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause
Solution
Media is corrupt.
Try different media to confirm whether media is valid.
Re-insert the media with the label facing up.
Media has been inserted upside down.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
Wait at least 30 seconds to let the DVD-ROM drive determine the
type of media being played. If the disc still does not start, read the
other solutions listed for this topic.
CD or DVD disc is dirty.
Clean CD or DVD with a CD cleaning kit, available from most
computer stores.
Windows does not detect the CD-ROM or DVD-ROM drive.
1. Use Device Manager to remove or uninstall the device.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
To access Device Manager in Windows 10, type device
managerin the taskbar search box, and then select Device
Manager from the list of applications.
2. Restart the computer and let Windows detect the CD or DVD
driver.
Recording or copying CDs is difficult or impossible.
Cause
Solution
Wrong or poor quality media type.
1. Try using a slower speed when recording.
2. Verify that you are using the correct media for the drive.
3. Try a different brand of media. Quality varies widely
between manufacturers.
Solving CD-ROM and DVD problems 97
Solving USB flash drive problems
If you encounter USB flash drive problems, common causes and solutions are listed in the following table.
USB flash drive is not seen as a drive letter in Windows.
Cause
Solution
The drive letter after the last physical drive is not available.
Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause
Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
Run the Computer Setup utility and enable USB ports in Advanced
> Port Options.
The device was not properly seated before power-up.
Ensure the device is fully inserted into the USB port before
applying power to the system
System will not boot from USB flash drive.
Cause
Solution
Boot order is not correct.
Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options. Ensure USB is enabled in
Storage > Boot Order.
The computer boots to DOS after making a bootable flash drive.
Cause
Solution
Flash drive is bootable.
Flash drive is defective.
Install the flash drive only after the operating system boots.
Try a different flash drive.
98 Chapter 6 Troubleshooting without diagnostics
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.
1. Turn off the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power.
If the USB device requires AC power, be sure one end is connected
to the device and one end is connected to a live outlet.
The correct device driver is not installed.
1. Install the correct driver for the device.
2. You might need to reboot the computer.
The cable from the device to the computer does not work.
The device is not working.
1. If possible, replace the cable.
2. Restart the computer.
1. Replace the device.
2. Restart the computer.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and ensure that the USB ports are
set to Enabled in Security > USB Security.
Solving Internet access problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common
causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause
Solution
Internet Service Provider (ISP) account is not set up properly.
Web browser is not set up properly.
Verify Internet settings or contact your ISP for assistance.
Verify that the Web browser is installed and set up to work with
your ISP.
Cable/DSL modem is not plugged in.
Plug in cable/DSL modem. You should see a “power” LED light on
the front of the cable/DSL modem.
Cable/DSL service is not available or has been interrupted due to
bad weather.
Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on the
front of the cable/DSL modem will be on.)
The CAT5 UTP cable is disconnected.
Connect the CAT5 UTP cable between the cable modem and the
computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)
IP address is not configured properly.
Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specific
information that the Web server can later retrieve.)
Windows 7:
1. Select Start > Control Panel.
2. Click Internet Options.
Solving front panel component problems 99
Unable to connect to the Internet.
Cause
Solution
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Windows 8.1:
1. From the Start screen, type c, and then select Control Panel
from the list of applications.
2. Click Internet Options.
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Windows 10:
1. Type control panelin the taskbar search box, and then
select Control Panel from the list of applications.
2. Click Internet Options.
3. In the Browsing history section, click the Delete button.
4. Select the Cookies and website data check box and click the
Delete button.
Cannot automatically launch Internet programs.
Cause
Solution
You must log on to your ISP before some programs will start.
Log on to your ISP and launch the desired program.
100 Chapter 6 Troubleshooting without diagnostics
Solving software problems
Most software problems occur as a result of the following:
●
●
●
●
●
The application was not installed or configured correctly.
There is insufficient memory available to run the application.
There is a conflict between applications.
Be sure that all the needed device drivers have been installed.
If you have installed an operating system other than the factory-installed operating system, check to be
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.
Observe the beeps and LED lights on the front of the computer.
audible codes on page 102 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
“Illegal Operation has Occurred” error message is displayed.
Cause
Solution
Software being used is not Microsoft-certified for your version of
Verify that the software is certified by Microsoft for your version
Windows.
of Windows (see program packaging for this information).
Configuration files are corrupt.
If possible, save all data, close all programs, and restart the
computer.
Solving software problems 101
7 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.
POST Message Disabled suppresses most system messages during POST, such as memory count and non-
error text messages. If a POST error occurs, the screen will display the error message. To manually switch to
the POST Messages Enabled mode during POST, press any key (except F10, F11, or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the
schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.
POST numeric codes and text messages
This section covers those POST errors that have numeric codes associated with them. The section also
includes some text messages that may be encountered during POST.
NOTE: The computer will beep once after a POST text message is displayed on the screen.
Control panel message
Description
Recommended action
002-Option ROM Checksum Error
System ROM or expansion board option ROM
checksum.
1. Verify the correct ROM.
2. Flash the ROM if needed.
3. If an expansion board was recently added,
remove it to see if the problem remains.
5. If the message disappears, there may be a
problem with the expansion card.
6. Replace the system board.
003-System Board Failure
DMA or timers.
2. Remove expansion boards.
3. Replace the system board.
005-Real-Time Clock Power Loss
Invalid time or date in configuration memory.
Reset the date and time under Control Panel
(Computer Setup can also be used). If the
102 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message
Description
Recommended action
RTC (real-time clock) battery may need to
be replaced.
problem persists, replace the RTC battery. See
the Removal and Replacement section for
instructions on installing a new battery.
008–Microcode Patch Error
Processor is not supported by the BIOS.
1. Upgrade BIOS to proper version.
2. Change the processor.
009–PMM Allocation Error during MEBx
Download
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was recently
changed, unplug the computer, restore
the original memory configuration, and
reboot the computer.
4. If the error persists, replace the system
board.
00A-Product Information Not Valid
The product information programmed into the
system board is missing or invalid.
Use Computer Setup to update this information.
00B-MEBx Module did not checksum correctly
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was recently
changed, unplug the power cord, restore
the original memory configuration, and
reboot the computer.
4. If the error persists, replace the system
board.
00C-PMM Deallocation Error during MEBx
Cleanup
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was recently
changed, unplug the power cord, restore
the original memory configuration, and
reboot the computer.
4. If the error persists, replace the system
board.
00D-Setup Error during MEBx Execution
MEBx selection or exit resulted in a setup
failure.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was recently
changed, unplug the power cord, restore
the original memory configuration, and
reboot the computer.
4. If the error persists, replace the system
board.
POST numeric codes and text messages 103
Control panel message
Description
Recommended action
00E-Inventory Error during MEBx Execution
BIOS information passed to the MEBx resulted
in a failure.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version.
3. If the error still persists, replace the
system board.
00F-Interface Error during MEBx Execution
MEBx operation experienced a hardware error
during communication with the ME.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version.
3. If the error still persists, replace the
system board.
100-Front Audio Not Connected
2E1-MemorySize Error
Front audio cable has been detached or
unseated from system board.
Reconnect or replace front audio cable.
Memory amount has changed since the last
boot (memory added or removed).
The system memory size is different from the
last startup. The most common reason is the
removal of memory from the system board.
Press the F1 key to save the memory changes.
If this message persists, verify that the
memory modules are installed correctly.
2E2-Memory Error
Memory module configuration failed during
1. Ensure memory modules are correctly
boot up.
installed.
2. Verify proper memory module type.
3. Remove and replace the identified faulty
memory module(s).
4. If the error persists after replacing
memory modules, replace the system
board.
2E3-Incompatible Memory Module in Memory
Socket(s) X, X, ...
A memory module in memory socket identified 1. Verify proper memory module type.
in the error message is missing critical SPD
2. Try another memory socket.
information, or is incompatible with the chipset.
3. Replace with a supported module.
2E4-DIMM Configuration Warning
The current memory configuration is not
optimized.
Rearrange the DIMMs so that each channel has
the same amount of memory.
2E5-ECC Memory Module Detected on
Unsupported Platform
Recently added memory module(s) support ECC 1. If additional memory was recently added,
memory error correction.
remove it to see if the problem remains.
2. Check product documentation for
memory support information.
2E6–Memory Not Configured Correctly for
Proper MEBx Execution
DIMM1 is not installed.
Make sure there is a memory module in the
DIMM1 socket and that it is properly seated.
300–Configuration Change Warning
The storage device configuration will be
Not applicable
updated as shown.
301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure
Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix an
erroneous error message.)
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive firmware patch
if applicable. (Available at
104 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message
Description
Recommended action
3. Back up contents and replace hard drive.
302-Hard Disk 2: SMART Hard Drive Detects
Imminent Failure
Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix an
erroneous error message.)
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive firmware patch
if applicable. (Available at
3. Back up contents and replace hard drive.
309 – 30C: Hard Disk 3–6: SMART Hard Drive
Detects Imminent Failure
Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix an
erroneous error message.)
1. Determine if hard drive is giving correct
error message. Run the Drive Protection
System test under using F2 Diagnostics
when booting the computer.
2. Apply hard drive firmware patch
if applicable. (Available at
3. Back up contents and replace hard drive.
Insert boot device or load operating system.
1. Check and/or replace cables.
3F0–Boot Device Not Found
3F1–Hard Disk 1 Error
Boot device not found.
Hard disk 1 error.
3. Replace the hard disk drive.
3F2–Hard Disk 2 Error
Hard disk 2 error.
1. Check and/or replace cables.
3. Replace the hard disk drive.
400-Serial Port A Address Conflict Detected
Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
3. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
401-Serial Port B Address Conflict Detected
402-Serial Port C Address Conflict Detected
403-Serial Port D Address Conflict Detected
Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
3. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
3. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
POST numeric codes and text messages 105
Control panel message
Description
Recommended action
3. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
▲
419-Out of Memory Space for Option ROMs
41A-Front USB1/USB2 Not Connected
Recently added PCI expansion card contains an
option ROM too large to download during POST.
If a PCI expansion card was recently
added, remove it to see if the problem
remains.
Front USB cable has been detached or unseated Reconnect or replace front USB cable.
from system board.
41B-Device in PCI Express Slot Failed To
Initialize
There is an incompatibility or problem with a
PCIe device and the system or PCIe link could
not be configured to a valid bus width or speed.
Try rebooting the system. If the error reoccurs,
the device may not work with this system
43A-USB Type-C I2C Not Connected
Cable is required between I2C on card and USB- Install cable between I2C on card and USB-C on
C on the system board.
the system board.
43B-More Than One USB type-C Cards Are
Installed
More than one USB type-C card is installed.
Remove USB type-C card so only one is
installed.
500–BIOS Recovery
A system BIOS recovery has occurred.
Not applicable.
70x-Wireless Mode Not Supported
The system has detected a wireless module
installed in the system that is not supported
and has been disabled.
Replace with a supported module.
800-Keyboard Error
Keyboard failure.
1. Reconnect keyboard with computer
turned off.
2. Check connector for bent or missing pins.
3. Ensure that none of the keys are
depressed.
4. Replace keyboard.
801-Keyboard or System Unit Error
Keyboard failure.
1. Reconnect the keyboard with computer
turned off.
2. Ensure that none of the keys are
depressed.
3. Replace the keyboard.
4. Replace the system board.
900-CPU Fan Not Detected
CPU fan is not connected or may have
malfunctioned.
1. Reseat CPU fan.
2. Reseat fan cable.
3. Replace CPU fan.
901-Chassis, Rear Chassis, or Front Chassis Fan Chassis, rear chassis, or front chassis fan is not 1. Reseat chassis, rear chassis, or front
not Detected
connected or may have malfunctioned.
chassis fan.
2. Reseat fan cable.
3. Replace chassis, rear chassis, or front
chassis fan.
903-Computer Cover Has Been Removed Since
Last System Startup
N/A
904-SATA Cabling Error
One or more SATA devices are improperly
attached. For optimal performance, the SATA 0
Ensure SATA connectors are used in ascending
order. For one device, use SATA 0. For two
and SATA 1 ports should be used for hard drives devices, use SATA 0 and SATA 1. For three
before other ports. devices, use SATA 0, SATA 1, and SATA 2.
106 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message
Description
Recommended action
90B-Fan Failure
The system has detected that a cooling fan is
not operating correctly.
1. Reseat fan.
2. Reseat fan cable.
3. Replace fan.
90D-System Temperature
Thermal shutdown occurred. The system BIOS
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. The machine should return to
normal operation once the situation is resolved.
Make sure system has proper airflow.
90E-Power Supply Fan Not detected
910–Filter Warning
Power supply fan is not connected or may have 1. Reseat power supply fan.
malfunctioned.
2. Reseat fan cable.
3. Replace power supply fan.
Airflow filter is dirty.
Replace the airflow filter.
Interpreting system validation diagnostic front panel LEDs and
audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
●
●
●
●
●
●
●
AC adapter
System board power
Processor failure
BIOS corruption
Memory failure
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 will make up a two part code:
●
●
Major – the category of the error
Minor – the specific error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks
Error category
Not used
BIOS
1
2
3
Hardware
Interpreting system validation diagnostic front panel LEDs and audible codes 107
4
5
Thermal
System board
Patterns of blink/beep codes are determined by using the following parameters:
●
●
●
●
1 second pause occurs after the last major blink.
2 second pause occurs after the last minor blink.
Beep error code sequences occur for the first 5 iterations of the pattern and then stop.
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Category
Major/minor code
Description
BIOS
2.2
The main area (DXE) of BIOS has become corrupted and there is no recovery
binary image available.
2.3
2.4
3.2
The embedded controller policy requires the user to enter a key sequence.
The embedded controller is checking or recovering the boot block.
Hardware
The embedded controller has timed out waiting for BIOS to return from
memory initialization.
3.3
The embedded controller has timed out waiting for BIOS to return from
graphics initialization.
3.4
3.5
3.6
4.2
4.3
4.4
5.2
5.3
5.4
The system board displays a power failure (crowbar).*
The processor is not detected.*
The processor does not support an enabled feature.
A processor over temperature condition has been detected.*
An ambient temperature over temperature condition has been detected.
An MXM over temperature condition has been detected.
The embedded controller cannot find valid firmware.
The embedded controller has timed out waiting for the BIOS.
Thermal
System board
The embedded controller has timed out waiting for BIOS to return from
system board initialization.
5.5
The embedded controller rebooted the system after a possible lockup
condition had been detected through the use of a System Health Timer,
Automated System Recovery Timer, or other mechanism.
* Indicates hardware triggered event; all other events are controlled by the BIOS.
108 Chapter 7 POST error messages and diagnostic front panel LEDs and audible codes
8 Password security and resetting CMOS
This computer supports security password features, which can be established through the Computer Setup
Utilities menu.
This computer supports two security password features that are established through the Computer Setup
Utilities menu: administrator password and power-on password. When you establish only an administrator
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and any
other information on the computer. When you establish both passwords, only the administrator password will
give you access to Computer Setup.
When both passwords are set, the administrator password can also be used in place of the power-on
password as an override to log in to the computer. This is a useful feature for a network administrator.
If you forget one or both passwords, you can clear all passwords by powering off the system, opening the
cover, temporarily removing the PSWD jumper, and booting once. This will erase the administrator and
power-on passwords. You must restore the jumper to create new passwords.
CAUTION: Pushing the CMOS button with power removed will reset the BIOS settings to factory defaults. It
may be useful to back up the BIOS settings or save them as custom defaults before resetting them in case
they are needed later. Back up can be performed in Computer Setup or using the BiosConfigUtility tool
available from www.hp.com. See Computer Setup (F10) Utility on page 58 for information on backing up the
BIOS settings.
Resetting the password jumper
CAUTION: Stringent security is a mode where there is no physical bypass of the password function. If
enabled, removing the password jumper will be ignored. To enable this mode, change the security setting
Clear Password Jumper in Password Policies to Ignore.
If you lose or forget the password when in stringent security mode, the system can only be reset by System
Management Command. This is a way for HP Service and Support to provide a secure method to access the
BIOS and command a password reset for a specifically identified unit under the direction of the owner. This
scenario may not be covered under warranty.
To prevent needing a customer service event to restore access to the system, record your configured
administrator and power-on passwords in a safe place away from your computer.
To disable the power-on or administrator password features, or to clear the power-on or administrator
passwords, complete the following steps:
Resetting the password jumper 109
1. Shut down the operating system properly, then turn off the computer and any external devices, and
disconnect the power cord from the power outlet.
2. 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 touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned off. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
4. Locate the header and jumper.
NOTE: The password jumper is green so that it can be easily identified. For assistance locating the
password jumper and other system board components, see the system board components image at
5. Remove the jumper from pins 1 and 2.
6. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
7. Replace the access panel and reconnect the external equipment.
8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current
passwords and disables the password features.
9. Shut down the computer, unplug the power, and disconnect the external equipment.
10. Remove the access panel.
11. Place the jumper on pins 1 and 2.
12. Replace the access panel.
13. Reconnect the external equipment and plug in the computer.
110 Chapter 8 Password security and resetting CMOS
Clearing and resetting the BIOS
The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other
Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially
unprovision AMT.
1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
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 touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned off. Failure to disconnect the power cord can result in
damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important to back
up the computer CMOS settings before resetting them in case they are needed later. Back up is easily
up the CMOS settings.
4. Locate, press, and hold the CMOS button in for five seconds.
NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will
not clear CMOS if the power cord is connected.
NOTE: For assistance locating the CMOS button and other system board components, see the system
5. Replace the access panel.
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
Clearing and resetting the BIOS 111
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that
configuration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
112 Chapter 8 Password security and resetting CMOS
9 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.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID is generated. This ID can then be provided to support to help determine how to correct the problem.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:
1. Turn on or restart the computer, and quickly press esc
2. Press F2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
NOTE: If you need to stop a diagnostic test, press esc.
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.
Download the latest UEFI version
2. In the HP PC Hardware Diagnostics section, click the Dowload link, and then select Run.
Download any version of UEFI for a specific product
1. Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed. .
2. Click Drivers & Downloads.
3. Use the categories listed to find your product.
– or –
Click Find Now to let HP automatically detect your product.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 113
4. Select your computer, and then select your operating system.
5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you
want.
114 Chapter 9 Using HP PC Hardware Diagnostics (UEFI)
10 System backup and recovery
Backing up, restoring, and recovering in Windows 10
This section provides information about the following processes. The information in the section is standard
procedure for most products.
●
●
Creating recovery media and backups
Restoring and recovering your system
For additional information, refer to Help and Support.
▲
Type helpin the taskbar search box, and then select Help and Support.
Creating recovery media and backups
The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
●
Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 115. For information on the recovery options that are available using the recovery media, see
●
Use Windows tools to create system restore points and create backups of personal information.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
Creating HP Recovery media (select products only)
If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu,
select File Explorer.
●
If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. See the Worldwide Telephone Numbers booklet included with the
select your country or region, and follow the on-screen instructions.
You can use Windows tools to create system restore points and create backups of personal information,
●
If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then configures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
Backing up, restoring, and recovering in Windows 10 115
◦
◦
◦
Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a high-
quality blank USB flash drive.
◦
If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased
separately) to create recovery discs. If you use an external optical drive, it must be connected
directly to a USB port on the computer; the drive cannot be connected to a USB port on an external
device, such as a USB hub. If you cannot create DVD media yourself, you can obtain recovery discs
for your computer from HP. See the Worldwide Telephone Numbers booklet included with the
support, select your country or region, and follow the on-screen instructions.
◦
◦
◦
Be sure that the computer is connected to AC power before you begin creating the recovery media.
The creation process can take an hour or more. Do not interrupt the creation process.
If necessary, you can exit the program before you have finished creating all of the recovery DVDs.
HP Recovery Manager will finish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media:
1. Type recoveryin the taskbar search box, and then select HP Recovery Manager.
2. Select Create recovery media, and then follow the on-screen instructions.
116 Chapter 10 System backup and recovery
Using Windows tools
You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see Help and Support.
▲
Type helpin the taskbar search box, and then select Help and Support.
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
IMPORTANT: Not all methods are available on all products.
●
Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see Help and Support.
▲
Type helpin the taskbar search box, and then select Help and Support.
●
If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/
or applications option (select products only) of HP Recovery Manager to reinstall the individual
application or driver.
▲
Type recoveryin the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
●
If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
●
●
On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
On select products, if you want to remove the recovery partition to reclaim hard drive space, HP
Recovery Manager offers the Remove Recovery Partition option.
Recovering using HP Recovery Manager
HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Creating HP Recovery
What you need to know before you get started
●
HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
Backing up, restoring, and recovering in Windows 10 117
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct
computer issues.
●
●
●
HP Recovery media must be used if the computer hard drive fails. If you have not already created
To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. See the Worldwide Telephone
Numbers booklet included with the computer. You can also find contact information from the HP
instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE: Only the options available for your computer display when you start the recovery process.
●
System Recovery—Reinstalls the original operating system, and then configures the settings for the
programs that were installed at the factory.
●
Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB flash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
1. Type recoveryin the taskbar search box, select Recovery Manager, and then select HP Recovery
Environment.
- or -
Press f11 while the computer boots, or press and hold f11 as you press the power button.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
Using HP Recovery media to recover
You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal files.
2. Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
3. Follow the on-screen instructions.
118 Chapter 10 System backup and recovery
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB flash drive.
To change the boot order:
1. Insert the HP Recovery media.
2. Access BIOS.
Restart the computer, quickly press esc, and then press f9 for boot options.
3. Select the optical drive or USB flash drive from which you want to boot.
4. Follow the on-screen instructions.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition,
NOTE: The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1. Type recoveryin the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.
Backing up, restoring, and recovering in Windows 8.1 or
Windows 8
Your computer includes tools provided by HP and Windows to help you safeguard your information
and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or
even back to the original factory state, all with simple steps.
This section provides information about the following processes:
●
●
Creating recovery media and backups
Restoring and recovering your system
NOTE: This section describes an overview of backing up, restoring, and recovering options. For more details
about the tools provided, see Help and Support. From the Start screen, type help, and then select Help and
Support.
Creating recovery media and backups
Recovery after a system failure is only as good as your most recent backup.
Backing up, restoring, and recovering in Windows 8.1 or Windows 8 119
1. After you successfully set up the computer, create recovery media. This step creates a backup of the
recovery partition on the computer. The backup can be used to reinstall the original operating system in
cases where the hard drive is corrupted or has been replaced.
You will use a USB flash drive to create a bootable recovery drive that can be used to troubleshoot a
computer that is unable to start. The USB flash drive can be used to reinstall the original operating
system and the programs that were installed at the factory.
NOTE: Any information on the USB flash drive will be erased before the recovery media is created.
●
To create the Windows 8.1 recovery media, from the Start screen, type recovery drive, then
click on Create a recovery drive. Follow the on-screen instructions to continue.
●
To create the Windows 8 recovery media, from the Start screen, type recovery drive, and
then click on Settings, then click on Create a recovery drive. Follow the on-screen instructions to
continue.
2. Use the Windows tools to create system restore points and create backups of personal information. For
more information and steps, see Help and Support. From the Start screen, type help, and then select
Help and Support.
Restoring and recovering using Windows tools
Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information and steps, see Help and Support. From the Start screen,
type help, and then select Help and Support.
Using Reset when the system is not responding
NOTE: You may be prompted by User Account Control for your permission or password when you perform
certain tasks. To continue a task, select the appropriate option. For information about User Account Control,
see Help and Support. From the Start screen, type help, and then select Help and Support.
IMPORTANT: Reset does not provide backups of your information. Before using Reset, back up any personal
information you wish to retain.
If Windows recovery steps are not working and the system is not responding, use these steps to start Reset:
1. If possible, back up all personal files.
2. If possible, check for the presence of the HP Recovery partition:
●
●
For Windows 8.1, from the Start screen, type pc, and then select This PC.
For Windows 8, from the Start screen, type c, and then select Computer.
NOTE: If the HP Recovery partition is not listed, or you cannot check for its presence, you must recover
(purchased separately); see Recovery using Windows operating system media (purchased separately)
3. If the HP Recovery partition is listed, restart the computer, and then press esc while the HP logo is
displayed. The computer Startup Menu displays.
4. Press f11 to select the System Recovery option.
5. Choose your keyboard layout.
6. Select Troubleshoot.
120 Chapter 10 System backup and recovery
7. Select Reset.
8. Follow the on-screen instructions to continue.
Recovery using the Windows recovery USB flash drive
To recover your system using the recovery USB flash drive you previously created:
NOTE: If you did not create a recovery USB flash drive or the one you created does not work, see Recovery
1. If possible, back up all personal files.
2. Insert the recovery USB flash drive you created into a USB port on your computer.
3. Restart the computer and as soon as you see the HP logo screen, press f9 to display a list of boot
devices. Use the arrow keys to select your USB flash drive from the UEFI Boot Sources list. Press Enter to
boot from that device.
4. Choose your keyboard layout.
5. Select Troubleshoot.
6. Select Refresh your PC.
7. Follow the on-screen instructions.
Recovery using Windows operating system media (purchased separately)
To order a Windows operating system DVD, contact support. Go to http://www.hp.com/support, select your
country or region, and follow the on-screen instructions.
CAUTION: Using Windows operating system media completely erases the hard drive contents and reformats
the hard drive. All files that you have created and any software that you have installed on the computer are
permanently removed. When reformatting is complete, the recovery process helps you restore the operating
system, as well as drivers, software, and utilities.
To initiate recovery using Windows operating system media:
NOTE: This process takes several minutes.
1. If possible, back up all personal files.
2. Restart the computer, and then follow the instructions provided with the Windows operating system
media to install the operating system.
3. When prompted, press any keyboard key.
4. Follow the on-screen instructions.
After the repair is completed and the Windows desktop appears:
1. Remove the Windows operating system media, and then insert the Driver Recovery media.
2. Install the Hardware Enabling Drivers first, and then install Recommended Applications.
Backing up, restoring, and recovering in Windows 7
Your computer includes tools provided by HP and Windows to help you safeguard your information
and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or
even back to the original factory state, all with simple steps.
Backing up, restoring, and recovering in Windows 7 121
This section provides information about the following processes:
●
●
Creating recovery media and backups
Restoring and recovering your system
NOTE: This section describes an overview of backing up, restoring, and recovering options. For more details
about the Windows Backup and Restore tools provided, see Help and Support. To access Help and Support,
select Start > Help and Support.
Recovery after a system failure is only as good as your most recent backup.
1. After you successfully set up the computer, create recovery media. This media can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. See
2. As you add hardware and software programs, create system restore points. A system restore point is a
snapshot of certain hard drive contents saved by Windows System Restore at a specific time. A system
restore point contains information that Windows uses, such as registry settings. Windows creates a
system restore point for you automatically during a Windows update and during other system
maintenance (such as a software update, security scanning, or system diagnostics). You can also
manually create a system restore point at any time. For more information and steps for creating specific
system restore points, see Help and Support. To access Help and Support, select Start > Help and
Support.
3. As you add photos, video, music, and other personal files, create a backup of your personal information.
If files are accidentally deleted from the hard drive and they can no longer be restored from the Recycle
Bin, or if files become corrupted, you can restore the files that you backed up. In case of system failure,
you can use the backup files to restore the contents of your computer. See Backing up your information
NOTE: HP recommends that you print the recovery procedures and save them for later use, in case of
system instability.
Creating recovery media
After you successfully set up the computer, create recovery media. The media can be used to reinstall the
original operating system in cases where the hard drive is corrupted or has been replaced.
There are two types of recovery media. To determine which steps to follow for your computer:
1. Click the Start button.
2. Click All Programs.
●
●
Creating recovery media using HP Recovery Manager (select models only)
●
To create recovery discs, your computer must have a DVD writer. Use DVD+R or DVD-R discs (purchased
separately). The discs you use will depend on the type of optical drive you are using.
NOTE: DVD+R DL, DVD-R DL, or DVD±RW disc are not supported.
●
You have the option of creating a recovery USB flash drive instead, using a high-quality USB drive.
122 Chapter 10 System backup and recovery
●
●
If you are creating recovery discs, be sure to use high-quality discs. It is normal for the system to reject
defective discs. You will be prompted to insert a new blank disc to try again.
The number of discs in the recovery-disc set depends on your computer model (typically 3 to 6 DVDs).
The Recovery Media Creation program tells you the specific number of blank discs needed to make the
set. If you are using a USB flash drive, the program will tell you the size of the drive required to store all
the data (minimum of 8 GB).
NOTE: The process of creating recovery media is lengthy. You can quit the process at any time. The
next time you initiate the process, it resumes where it left off.
NOTE: Do not use media cards for creating recovery media. The system may not be able to boot up from a
media card and you may not be able to run system recovery.
To create recovery discs:
1. Close all open programs.
2. Click the Start button, click All Programs, click Security and Protection, click Recovery Manager, and
then click HP Recovery Media Creation. If prompted, click Yes to allow the program to continue.
3. Click Create recovery media using blank DVD(s), and then click Next.
4. Follow the on-screen instructions. Label each disc after you make it (for example, Recovery 1, Recovery
2), and then store the discs in a secure place.
To create a recovery USB flash drive:
NOTE: You must use a USB flash drive with a capacity of at least 8 GB.
NOTE: Recovery Media Creation formats the USB flash drive, deleting any files on it.
1. Close all open programs.
2. Insert the USB flash drive into a USB port on the computer.
3. Click the Start button, click All Programs, click Security and Protection, click Recovery Manager, and
then click Recovery Media Creation.
4. Click Create recovery media with a USB flash drive, and then click Next.
5. Select the USB flash drive from the list of media. The program will let you know how much storage is
required to create the recovery drive. If the USB flash drive does not have enough storage capacity, it will
appear grayed out, and you must replace it with a larger USB flash drive. Click Next.
6. Follow the on-screen instructions. When the process is complete, label the USB flash drive and store it in
a secure place.
Creating recovery discs with HP Recovery Disc Creator (select models only)
HP Recovery Disc Creator is a software program that offers an alternative way to create recovery discs on
select models. After you successfully set up the computer, you can create recovery discs using HP Recovery
Disc Creator. The recovery discs allow you to reinstall your original operating system as well as select drivers
and applications if the hard drive becomes corrupted. HP Recovery Disc Creator creates two kinds of recovery
discs:
●
Windows 7 operating system DVD—Installs the operating system without additional drivers or
applications.
●
Driver Recovery DVD—Installs specific drivers and applications only, in the same way that the HP
Software Setup utility installs drivers and applications.
Backing up, restoring, and recovering in Windows 7 123
To create recovery discs, your computer must have a DVD writer. Use any of the following types of discs
(purchased separately): DVD+R, DVD+R DL, DVD-R, DVD-R DL, or DVD±RW. The discs you use will depend on
the type of optical drive you are using.
Creating recovery discs
NOTE: The Windows 7 operating system DVD can be created only once. The option to create that media will
not be available after you create a Windows DVD.
To create the Windows DVD:
1. Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2. Select Windows disk.
3. From the drop-down menu, select the drive for burning the recovery media.
4. Click the Create button to start the burning process. Label the disc after you create it, and store it in a
secure place.
After the Windows 7 operating system DVD has been created, create the Driver Recovery DVD:
1. Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2. Select Driver disk.
3. From the drop-down menu, select the drive for burning the recovery media.
4. Click the Create button to start the burning process. Label the disc after you create it, and store it in a
secure place.
Backing up your information
You should create your initial backup immediately after initial system setup. As you add new software and
data files, you should continue to back up your system on a regular basis to maintain a reasonably current
backup. Your initial and subsequent backups allow you to restore your data and settings if a failure occurs.
You can back up your information to an optional external hard drive, a network drive, or discs.
Note the following when backing up:
●
●
●
Store personal files in the Documents library, and back it up regularly.
Back up templates that are stored in their associated directories.
Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your
settings. The screen shot can be a time-saver if you have to reset your preferences.
●
When backing up to discs, number each disc after removing it from the drive.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: You may be prompted by User Account Control for your permission or password when you perform
certain tasks. To continue a task, select the appropriate option. For information about User Account Control,
see Help and Support: Select Start > Help and Support.
To create a backup using Windows Backup and Restore:
NOTE: The backup process may take over an hour, depending on file size and the speed of the computer.
124 Chapter 10 System backup and recovery
1. Select Start > All Programs > Maintenance > Backup and Restore.
2. Follow the on-screen instructions to set up your backup.
System Restore
If you have a problem that might be due to software that you installed on your computer, or if you want to
restore the system to a previous state without losing any personal information, use System Restore to return
the computer to a previous restore point.
NOTE: Always use this System Restore procedure before you use the System Recovery feature.
To start System Restore:
1. Close all open programs.
2. Click the Start button, right-click Computer, and then click Properties.
3. Click System protection, System Restore, click Next, and then follow the on-screen instructions.
System Recovery
WARNING! This procedure will delete all user information. To prevent loss of information, be sure to back up
all user information so you can restore it after recovery.
System Recovery completely erases and reformats the hard disk drive, deleting all data files that you have
created, and then reinstalls the operating system, programs, and drivers. However, you must reinstall any
software that was not installed on the computer at the factory. This includes software that came on media
included in the computer accessory box, and any software programs you installed after purchase. Any
personal files must be restored from backups you made.
If you were not able to create system recovery DVDs or USB flash drive, you can order a recovery disc set from
instructions.
NOTE: Always use the System Restore procedure before you use the System Recovery program. See System
You must choose one of the following methods to perform a System Recovery:
●
●
Recovery image — Run System Recovery from a recovery image stored on your hard disk drive. The
recovery image is a file that contains a copy of the original factory-shipped software. To perform a
System Recovery from a recovery image, see System Recovery when Windows is responding
Recovery media — Run System Recovery from recovery media that you have created from files stored
on your hard disk drive or purchased separately. See System Recovery using recovery media (select
System Recovery when Windows is responding
CAUTION: System Recovery deletes all data and programs you created or installed. Before you begin, back
up any important data to a CD or DVD or to a USB flash drive.
NOTE: In some cases, you must use recovery media for this procedure. If you have not already created this
If the computer is working and Windows 7 is responding, use these steps to perform a System Recovery:
Backing up, restoring, and recovering in Windows 7 125
1. Turn off the computer.
2. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
3. Turn on the computer.
4. When Windows has loaded, click the Start button, and then click All Programs.
●
●
5. Click Security and Protection, click Recovery Manager, and then click Recovery Manager. If prompted,
click Yes to allow the program to continue.
6. Under I need help immediately, click System Recovery.
7. Select Yes, and then click Next. Your computer restarts.
8. When the computer restarts, you will see the Recovery Manager welcome screen again. Under I need
help immediately, click System Recovery. If you are prompted to back up your files, and you have not
done so, select Back up your files first (recommended), and then click Next. Otherwise, select Recover
without backing up your files, and then click Next.
9. System Recovery begins. After System Recovery is complete, click Finish to restart the computer.
10. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then turn the
computer back on.
System Recovery when Windows is not responding
CAUTION: System Recovery deletes all data and programs you created or installed.
If Windows is not responding, but the computer is working, follow these steps to perform a System Recovery.
1. Turn off the computer. If necessary, press and hold the power button until the computer turns off.
2. Disconnect all peripheral devices from the computer, except the monitor, keyboard, and mouse.
3. Press the power button to turn on the computer.
4. As soon as you see the HP logo screen, repeatedly press the F11 key on your keyboard until the Windows
is Loading Files… message appears on the screen.
5. At the HP Recovery Manager screen, follow the on-screen instructions to continue.
6. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then turn the
computer back on.
System Recovery using recovery media (select models only)
Use the steps provided in this section if you created recovery media using Creating recovery media using HP
Recovery Manager (select models only) on page 122. If you used HP Recovery Disc Creator to create a
CAUTION: System Recovery deletes all data and programs you have created or installed. Back up any
important data to a CD or DVD or to a USB flash drive.
To perform a System Recovery using recovery media:
126 Chapter 10 System backup and recovery
1. If you are using a set of DVDs, insert the first recovery disc into the DVD drive tray, and close the tray. If
you are using a recovery USB flash drive, insert it into a USB port.
2. Click the Start button, and then click Shut Down.
or
If the computer is not responding, press and hold the power button for approximately 5 seconds or until
the computer turns off.
3. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
4. Press the power button to turn on the computer, and press Esc as the computer is powering on to
display the startup menu.
5. Use the arrow keys to select the boot menu, and press Enter. Use the arrow keys to select the location
where the recovery media is inserted (USB or DVD). Press Enter to boot from that device.
6. If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive, select Media. On
the Welcome screen, under I need help immediately, click Factory Reset.
7. If you are prompted to back up your files, and you have not done so, select Back up your files first
(recommended), and then click Next. Otherwise, select Recover without backing up your files, and
then click Next.
8. If you are prompted to insert the next recovery disc, do so.
9. When Recovery Manager is finished, remove the recovery disc or the recovery USB flash drive from the
system.
10. Click Finish to restart the computer.
Using HP Recovery Disc operating system discs (select models only)
Use the steps provided in this section if you used HP Recovery Disc Creator to create a Windows 7 operating
system DVD and a Driver Recovery DVD. If you created recovery media using Creating recovery media using HP
Recovery Manager (select models only) on page 122. use the steps in System Recovery using recovery media
If you cannot use the recovery discs you previously created using the HP Recovery Disc Creator (select models
only), you must purchase a Windows 7 operating system DVD to reboot the computer and repair the operating
system.
To order a Windows 7 operating system DVD, contact support. Go to http://www.hp.com/support, select your
country or region, and follow the on-screen instructions.
CAUTION: Using a Windows 7 operating system DVD completely erases the hard drive contents and
reformats the hard drive. All files that you have created and any software that you have installed on the
computer are permanently removed. When reformatting is complete, the recovery process helps you restore
the operating system, as well as drivers, software, and utilities.
To initiate recovery using a Windows 7 operating system DVD:
NOTE: This process takes several minutes.
Backing up, restoring, and recovering in Windows 7 127
1. If possible, back up all personal files.
2. Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before
the Windows operating system loads.
NOTE: If the computer does not boot to the DVD, restart the computer and press Esc as the computer
is powering on to see the startup menu. Use the arrow keys to select the boot menu and press Enter. Use
the arrow keys to select the location where the recovery DVD is inserted. Press Enter to boot from that
device.
3. When prompted, press any keyboard key.
4. Follow the on-screen instructions.
5. Click Next.
6. Select Install now.
7. Follow the on-screen instructions.
After the repair is completed:
1. Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD.
2. Follow the on-screen instructions to install the Hardware Enabling Drivers first, and then install
Recommended Applications.
128 Chapter 10 System backup and recovery
A 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.
The power cord set received with the computer meets the requirements for use in the country where you
purchased the equipment.
Power cord sets for use in other countries must meet the requirements of the country where you use the
computer.
General Requirements
The requirements listed below are applicable to all countries:
1. The power cord must be approved by an acceptable accredited agency responsible for evaluation in the
country where the power cord set will be installed.
2. The power cord set must have a minimum current capacity of 10A (7A Japan only) and a nominal voltage
rating of 125 or 250 volts AC, as required by each country’s power system.
3. The diameter of the wire must be a minimum of 0.75 mm2 or 18AWG, and the length of the cord must be
between 1.8 m (6 feet) and 3.6 m (12 feet).
The power cord should be routed so that it is not likely to be walked on or pinched by items placed upon it or
against it. Particular attention should be paid to the plug, electrical outlet, and the point where the cord exits
from the product.
WARNING! Do not operate this product with a damaged power cord set. If the power cord set is damaged in
any manner, replace it immediately.
Japanese Power Cord Requirements
For use in Japan, use only the power cord received with this product.
CAUTION: Do not use the power cord received with this product on any other products.
General Requirements 129
Country-Specific Requirements
Additional requirements specific to a country are shown in parentheses and explained below.
Country
Accrediting Agency
Country
Accrediting Agency
Australia (1)
Austria (1)
Belgium (1)
Canada (2)
EANSW
OVE
Italy (1)
IMQ
Japan (3)
Norway (1)
Sweden (1)
METI
CEBC
CSA
NEMKO
SEMKO
Denmark (1)
Finland (1)
France (1)
DEMKO
SETI
Switzerland (1)
SEV
BSI
UL
United Kingdom (1)
United States (2)
UTE
Germany (1)
VDE
1. The flexible cord must be Type HO5VV-F, 3-conductor, 0.75mm2 conductor size. Power cord set fittings (appliance coupler and
wall plug) must bear the certification mark of the agency responsible for evaluation in the country where it will be used.
2. The flexible cord must be Type SVT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type
with a NEMA 5-15P (15A, 125V) or NEMA 6-15P (15A, 250V) configuration.
3. Appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese
Dentori Law. Flexible cord must be Type VCT or VCTF, 3-conductor, 0.75 mm2 conductor size. Wall plug must be a two-pole
grounding type with a Japanese Industrial Standard C8303 (7A, 125V) configuration.
130 Appendix A Power Cord Set Requirements
B Statement of Volatility
HP confirms that HP commercial desktop systems contain DDR3 or DDR4 volatile memory (memory amount
depends on the customer configuration). In addition, the motherboard in the condition originally shipped
without subsequent modification or the addition or installation of any applications, features, or functionality,
contains the following nonvolatile memory: Real Time Clock battery backed-up configuration memory (256
Bytes), DIMM Serial Presence Detect (SPD) configuration data (256 Bytes per module, 128 Bytes
programmable), Serial Peripheral Interface (SPI) ROM for System BIOS (EliteOne800 16M Bytes, EliteOne705
8M Bytes, ProOne600 16M Bytes, ProOne600 16M Bytes, HP MP9 16M Bytes) and Serial Peripheral Interface
(SPI) ROM for System FireBird (Sure Start) (EliteOne800 8M Bytes, EliteOne705 8M Bytes)) and Super I/O’s:
masked keyboard ROM (overall 2K Bytes). In addition, these units contain a Trusted Platform Module (TPM)
that contains 16K Bytes of non-volatile memory for user data. The volatile memory will not hold any user
data once power has been removed for 30 seconds or longer.
To restore the Non-Volatile memory:
1. Download the latest BIOS (system ROM) from the HP website.
2. Follow the instructions to flash the BIOS that are found on the website.
3. Turn on the system, and while system is powering on, and after the HP splash screen, press the F10 key
to enter BIOS setup screen.
4. Select Security > Restore Security Settings to Factory Defaults. Select Yes to confirm. The system will
reboot. This action will reset the settings in the Security menu to their defaults, reset the TPM and
embedded Fingerprint reader (if present), and clear the passwords.
NOTE: Although the TPM security keys will be cleared, data in the non-volatile memory indices may
not be. Data stored in these indices should not contain security sensitive information. If an application
locks down and secures the non-volatile indices, these indices cannot be cleared.
5. Re-enter the F10 setup utility.
6. Select Advanced > Secure Boot Configuration.
7. Select Reset Secure Boot Keys to factory defaults.
8. Press the F10, and the select Yes to save changes.
9. Re-enter the F10 setup utility.
10. Select Apply Factory Defaults and Exit, and the select Yes to confirm.
11. Re-enter the F10 Setup Utility and select Save Custom Defaults to erase any custom values previously
saved.
If Absolute Persistence Module is enabled on the computer, see the service provider for instructions to disable
the feature.
131
C Specifications
Dimensions (with stand)
6.9 in
7.0 in
1.3 in
175 mm
177 mm
34 mm
Height
Width
Depth
Approximate Weight
2.9 lb
1.3 kg
Temperature Range
Operating
50° to 95°F
10° to 35°C
-30° to 60°C
-22° to 140°F
Nonoperating
NOTE: Operating temperature is derated 1.0° C per 300 m (1000 ft) to 3000 m (10,000 ft) above sea level; no direct sustained
sunlight. Maximum rate of change is 10° C/Hr. The upper limit may be limited by the type and number of options installed.
Relative Humidity (noncondensing)
10-90%
5-95%
10-90%
5-95%
Operating
Nonoperating (38.7°C max wet bulb)
Maximum Altitude (unpressurized)
Operating
16,404 ft
50,000 ft
5000 m
15.240 m
Nonoperating
Power Supply
90-264 VAC
100-240 VAC
50-60 Hz
Operating Voltage Range
Rated Voltage Range
Rated Line Frequency
Operating Line Frequency
47-63 Hz
Standard efficiency
90W, 89% efficient
65W, 89% efficient
DC Output
+19.5V
1
This system utilizes an active power factor corrected power supply. This allows the system to pass the CE mark requirements for use
in the countries of the European Union. The active power factor corrected power supply also has the added benefit of not requiring an
input voltage range select switch.
132 Appendix C Specifications
Index
A
computer
specifications 132
Computer Setup
country power cord set
requirements 130
front bezel
front panel components
access panel
locked 73
antenna (external)
EliteDesk 705
EliteDesk 800
MP9
ProDesk 600
B
D
G
backup and recovery, Windows 7
DisplayPort option board
Backup and Restore, Windows 7
illustrated
drive cage
H
hard drive
backups
Driver Recovery DVD,
creating 123
Driver Recovery media, Windows
installation 23
removal 23
battery
disposal 17
hard drive recovery
Windows 120
bezel
illustrated
BIOS
Driver Recovery media, Windows
8.1 121
E
error
HDMI option board
booting options
messages 102
expansion connector board
external antenna
illustrated
heat sink
illustrated
Help and Support
C
cautions
F
cables 17
hood sensor assembly
F10 Setup
cleaning
HP PC Hardware Diagnostics (UEFI)
downloading 113
fan
HP Ultraslim Keyed Cable Lock
illustrated
I
computer 15
installing
battery 34
mouse 16
CMOS
Index 133
memory 39
clearing 109
power-on 109
recovery partition, Windows 8.1
power cord set requirements
power supply
recovery USB flash drive, steps for
recovery using Windows 8 operating
recovery using Windows 8.1
removal and replacement
battery 34
K
keyboard
cleaning 15
illustrated
power switch/light cover
M
media card reader
problems 79
memory
illustrated
problems
installation 39
maximum 39
problems 94
audio 85
slots 39
general 72
memory 41
speaker 47
specifications 39
memory modules
mouse
keyboard 88
memory 94
monitor 80
mouse 88
network 91
power 76
cleaning 16
problems 88
removing
battery 34
resetting
N
O
printer 87
software 101
CMOS 109
operating system media, Windows
restoring the hard drive, Windows
restoring the hard drive, Windows
8.1 120
product ID location
8
operating system media, Windows
8.1 121
optical drive
problems 95
option board, DisplayPort
R
rear panel components
EliteDesk 705
EliteDesk 800
S
MP9
safety precautions
cleaning 15
illustrated
option board, HDMI
illustrated
option board, serial port
illustrated
ProDesk 400
ProDesk 600
recovery discs, steps for creating
recovery discs, using for restore
recovery media, creating Windows
SATA
SATA cable
P
illustrated
password
7
administrator 109
134 Index
secondary hard drive fan
illustrated
W
Windows 10
serial number location
serial port option board
Windows 7
illustrated
SODIMM
specifications 39
software
problems 101
solid state drive
installation 28
removal 28
creating system restore points
steps for creating recovery
discs 123
speaker
illustrated
specifications
steps for creating recovery
media 122
steps for creating recovery USB
computer 132
system board
System Recovery using recovery
media 126
illustrated
Windows 7 operating system discs
Windows 7 operating system DVD
creating 123
System Recovery using Windows 7
system restore points, creating
Windows 7 operating system media
creating 123
Windows 8
T
tamper-proof screws
tool 16
thermal sensor
Windows 8.1
illustrated
top cover
illustrated
WLAN antennas
V
WLAN module
Index 135
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