Maintenance & Service Guide
HP EliteOne 800 G4 23-inch All-in-One Business PC
HP EliteOne 800 G4 23-inch Healthcare Edition All-in-
One Business PC
About This Book
WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or
loss of life.
CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to
equipment or loss of information.
NOTE: Text set off in this manner provides important supplemental information.
iii
iv
About This Book
Table of contents
1 Product features ........................................................................................................................................... 1
Overview ................................................................................................................................................................ 1
Top components .................................................................................................................................................... 2
Infrared (IR) webcam (optional) .......................................................................................................... 2
Full High Definition (FHD) webcam (optional) ..................................................................................... 3
Side components ................................................................................................................................................... 3
Bottom components .............................................................................................................................................. 4
2 Illustrated parts catalog ................................................................................................................................ 6
Misc plastic parts ................................................................................................................................................... 7
Boards .................................................................................................................................................................... 8
Cables and adapters ............................................................................................................................................ 10
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 12
Screws ............................................................................................................................................... 14
Cables and connectors ...................................................................................................................... 14
Hard drives ........................................................................................................................................ 14
Generating static ............................................................................................................................... 15
Recommended materials and equipment ........................................................................................ 16
v
4 Removal and Replacement Procedures .......................................................................................................... 18
Stands .................................................................................................................................................................. 19
Recline stand ..................................................................................................................................... 19
Adjustable height stand .................................................................................................................... 19
Locating internal components ............................................................................................................................ 21
Memory ................................................................................................................................................................ 26
Battery ................................................................................................................................................................. 28
WLAN module ...................................................................................................................................................... 29
Power button and fingerprint reader boards ...................................................................................................... 30
Heat sink .............................................................................................................................................................. 33
Processor ............................................................................................................................................................. 34
Webcam module .................................................................................................................................................. 35
Power supply ....................................................................................................................................................... 40
Hard drive cage .................................................................................................................................................... 44
System board callouts ......................................................................................................................................... 48
Speakers .............................................................................................................................................................. 50
Display panel ....................................................................................................................................................... 51
5 Computer Setup (F10) Utility ........................................................................................................................ 56
Computer Setup (F10) Utilities ............................................................................................................................ 56
Computer Setup—Security ............................................................................................................... 60
Recovering the configuration settings ................................................................................................................ 69
vi
6 Using HP PC Hardware Diagnostics ................................................................................................................ 70
Using HP PC Hardware Diagnostics Windows (select products only) ................................................................. 70
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ..................................................................................................... 71
Installing HP PC Hardware Diagnostics Windows ............................................................................. 71
Using HP PC Hardware Diagnostics UEFI ............................................................................................................. 71
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive .............................................. 72
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ..................................................................................................... 72
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ............................................. 73
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
7 Troubleshooting without diagnostics ............................................................................................................ 75
Before you call for technical support .................................................................................................................. 75
Helpful hints ........................................................................................................................................................ 76
Solving audio problems ....................................................................................................................................... 83
Solving printer problems ..................................................................................................................................... 84
Solving keyboard and mouse problems .............................................................................................................. 85
Solving hardware installation problems ............................................................................................................. 86
Solving network problems .................................................................................................................................. 87
Solving memory problems .................................................................................................................................. 89
Solving USB flash drive problems ........................................................................................................................ 91
Solving Internet access problems ....................................................................................................................... 91
8 Backing up, restoring, and recovering ........................................................................................................... 94
Using Windows tools ........................................................................................................................................... 94
Creating HP Recovery media (select products only) ........................................................................................... 94
Using HP Recovery Manager to create recovery media .................................................................... 95
vii
Restoring, resetting, and refreshing using Windows tools .............................................................. 96
Restoring using HP Recovery Manager and the HP Recovery partition ........................................... 96
Recovering using the HP Recovery partition (select products only) ................................................ 97
9 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 99
10 Password security and resetting CMOS ...................................................................................................... 106
Resetting the password jumper ........................................................................................................................ 106
Clearing and resetting the BIOS ........................................................................................................................ 108
Appendix A Power cord set requirements ....................................................................................................... 109
Country-specific requirements .......................................................................................................................... 110
Appendix B Statement of memory volatility ................................................................................................... 111
Nonvolatile memory usage ............................................................................................................................... 113
Questions and answers ..................................................................................................................................... 115
Appendix C Specifications ............................................................................................................................. 117
Index ........................................................................................................................................................... 118
viii
1 Product features
Overview
NOTE: For the latest manuals on this product, go to http://www.hp.com/support. Select Find your product,
and then follow the on-screen instructions.
This product employs electronic labeling for indication of regulatory mark or statement. See Labels
on page 5 for the operation to display.
HP EliteOne 800 G4 front components
Component
1
2
Webcam
Speakers (select products only)
Overview
1
HP EliteOne 800 G4 Healthcare front components
Component
Component
1
2
Webcam
Fingerprint reader (select products only)
3
4
Speakers (2)
Radio Frequency identification (RFID) tapping area and
antenna* (select models only)
*The antenna is not visible from the outside of the computer. For optimal transmission, keep the area immediately around the antenna
free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
▲
Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲
Select the Start button, select HP, and then select HP Documentation.
Top components
Infrared (IR) webcam (optional)
Component
Component
Front View
1
2
3
Webcam light
4
5
IR webcam
Rear webcam adjustment wheel
IR light
Full High Definition (FHD) webcam
Top view
6
7
Digital microphones
Webcam light
Rear view
8
FHD webcam
2
Chapter 1 Product features
Full High Definition (FHD) webcam (optional)
Component
Front view
1
2
Webcam light
FHD webcam
Top view
3
Digital microphones
Side components
Component
Component
1
2
3
Optical disc drive (optional)
4
5
6
Audio-out (headphone)/Audio-in (microphone) combo jack
Optical disc drive light (select products only)
Optical disc drive eject button (optional)
Audio-out (headphone) jack
Fingerprint reader (select products only)
Side components
3
Rear components
Component
Component
1
2
3
4
5
DisplayPort
6
USB 3.1 Type-A ports (2)
HDMI port
7
Stereo audio-out jack
Security lock screws
Stand release
USB 3.1 Type-A ports (2)
Power connector
RJ-45 (network) jack
8
9
10
Security cable slot
Bottom components
Component
Component
1
2
3
USB 3.1 Type-A port
USB 3.1 Type-A (charging) port
SD card reader
4
5
6
USB 3.1 Type-C port
Hard drive activity light
Power button
4
Chapter 1 Product features
Labels
The labels affixed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: All labels described in this section will be located under the stand or affixed to the bottom of
the computer.
1. Microsoft® Certificate of Authenticity label. Contains the Windows Product Key. You may need the
Product Key to update or troubleshoot the operating system.
2. Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Component
(1)
(2)
(3)
Serial number
Product number
Warranty period
3. Serial number label
Labels
5
2 Illustrated parts catalog
Component appearance may vary depending on model.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
System parts
Item
(1)
Description
Middle frame (heatthcare models and standard models use different spare part kits)
(2)
Blower (Fan)
(3)
Speakers (heatthcare models and standard models use different spare part kits)
(4)
Adjustable Height Stand
Recline Stand
(5)
(6)
Heat sink
(7)
Power supply, 180 W
Camera, pop-up (HD and IR)
VESA/fan bracket
I/O bracket
(8)
(9)
(10)
6
Chapter 2 Illustrated parts catalog
Item
Description
I/O holder (for use in healthcare models)
I/O door (for use in healthcare models)
Display cable
Display panel kit
Non-touch for use in healthcare models
Non-touch with RFID for use in healthcare models
Non-touch for use in non-healthcare models
Touch for use in non-healthcare models
*
not illustrated
Misc plastic parts
NOTE: Healthcare models exterior plastic parts are white.
Item
(1)
Description
Rear cover (main)
(2)
(3)
(4)
Rear I/O cover
Rear port cover
Webcam holder (located under the webcam)
Webcam cover
(5)
Optical drive cover (for use in models without an optical drive)
Card reader cover (for use in models without a card reader)
VESA cover (for use in models with out a stand)
Optical drive bezel
*
not illustrated
Misc plastic parts
7
Boards
Item
Description
(1)
(2)
(3)
(4)
(5)
System board
Power button board
Audio board
Fingerprint reader board (available only for non-healthcare models)
RFID module (available only for healthcare models)
RFID holder (available only for healthcare models)
Fingerprint scanner (available only for healthcare models)
Fingerprint scanner frame (available only for healthcare models)
WLAN modules (not illustrated)
(5)
Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (vPro)
Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (non-vPro)
Realtek RTL8821CE 802.11 ac 1x1 WiFi + BT 4.2 Combo Adapter (MU-MIMO supported)
Realtek RTL8822BE 802.11 ac 2x2 WiFi + BT 4.2 Combo Adapter (MU-MIMO supported)
*
not illustrated
8
Chapter 2 Illustrated parts catalog
Mass storage devices
Description
Optical drive
DVD Blu-ray-writer
DVD±RW drive
DVD-ROM drive
Hard drive, 2.5-inch
2 TB, 5400 rpm
1 TB, 5400 rpm, hard drive/hybrid SSD drive
1 TB, 7200 rpm
500 GB, 5400 rpm
500 GB, 5400 rpm, hard drive/hybrid SSD drive
500 GB, 7200 rpm hard drive, self-encrypting (SED)
500 GB, 7200 rpm hard drive
500 GB, 5400 rpm hard drive, FIPS
Solid-state drive, SATA-3, 2.5-inch
512-GB solid-state drive, FIPS 140-2
512-GB solid-state drive, self-encrypting (SED)
256-GB solid-state drive, self-encrypting (SED)
256-GB solid-state drive
256-GB solid-state drive, FIPS 140-2
256-GB solid-state drive, TLC
M.2 solid-state drive (NVMe, PCIe)
1-TB solid-state drive, TLC
512-GB solid-state drive, TLC
512-GB solid-state drive
256-GB solid-state drive, TLC
128-GB solid-state drive, TLC
128-GB solid-state drive
Optane memory module, 16 GB
Mass storage devices
9
Processors and memory modules
Description
Intel Processors (include replacement thermal material)
Intel Core i7-8700 (3.6-GHz)
Intel Core i5-8600 (3.5-GHz)
Intel Core i5-8500 (3.4-GHz)
Intel Core i3-8033 (4.1-GHz)
Intel Core i3-8011 (4.0-GHz)
Intel Pentium G5600 (3.7-GHz)
Intel Pentium G5500 (3.6-GHz)
Intel Pentium G5400 (3.5-GHz)
Intel Celeron G4900 (3.0-GHz)
Memory modules (SODIMM; DDR4-2666)
16-GB
8-GB
4-GB
Cables and adapters
Description
Power button singe and combination cables
Single cable for power board only for healthcare models without FIPS
Combo cable for power board and FIPS for healthcare models with FIPS
Combo cable for power board, touch panel, and swipe fingerprint reader for touch models
Combo cable for power board and swipe fingerprint reader for non-touch models
RFID cable (for use only in healthcare models)
Side audio jack cable
AIT touch cable
LVDS (display) cable
Backlight cables
AIO
LGD
INX
SDC
DisplayPort cable, 1.8 m
10 Chapter 2 Illustrated parts catalog
Description
Antennas (wireless, for use with WLAN modules)
USB-C to USB-A hub
Adapters
DisplayPort to DVI
DisplayPort to HDMI 2.0
DisplayPort to VGA
USB to serial port
USB-C to USB 3.0
USB to serial
Keyboards and mice
Description
Keyboard
USB, slim
Wireless with mouse
USB business slim, grey
USB business slim, antimicrobial
Mouse
USB, washable
USB, grey
USB, hardened
USB, antimicrobial
USB, optical
USB, laser
Keyboards and mice 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.
Operating guidelines and routine care
Follow these guidelines to properly set up and care for the computer and monitor:
●
●
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 in) 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.
●
●
●
Never operate the computer with any of the access panels or any of the expansion card slot covers
removed.
Do not stack computers or place computers so near each other that they are subject to each other’s
recirculated 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.
Never cover the ventilation slots with any type of material.
Install or enable power management functions of the operating system or other software, including
sleep states.
●
To clean the computer, first turn off the computer.
–
–
–
Disconnect AC power.
Disconnect all powered external devices.
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.
–
In addition to the standard care guidelines, to clean the healthcare model, use ready-to-use
cleaning wipes that contain any of the following chemical solutions. Start with the display and
finish with any flexible cables. Allow the computer to air-dry before use.
IMPORTANT: Spray the cleaner onto a cloth and use the damp cloth to gently wipe the screen
surface. Never spray the cleaner directly on the screen surface. It may run behind the bezel and
damage the electronics.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
IMPORTANT: Do not use cleaners that contain any petroleum based materials such as benzene,
thinner, or any volatile substance to clean the display screen or cabinet. These chemicals may
damage the display.
Recommended cleaning formulas
Benzyl-C12–18–alkyldimethyl ammonium chlorides: <0.1%, quaternary ammonium compounds, C12–14–
alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.1%
Isopropanol: 10–20%, benzyl-C12–18–alkyldimethyl ammonium chlorides: <0.5%, quaternary ammonium compounds,
C12–18–alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.5%
Quaternary ammonium compounds, C12–18–alkyl[(ethylphenyl)methyl]dimethyl, chlorides: <0.5%, benzyl-C12–18–
alkyldimethyl ammonium chlorides: <0.5%
Isopropyl alcohol: 55%, alkyl dimethyl benzyl ammonium chlorides: 0.25%, alkyl (68% C12, 32% C14) dimethyl
ethylbenzyl ammonium chloride: 0.25%
Isopropanol: 10–20%, ethylene glycol monobutyl ether (2–butoxyethanol): 1–5%, diisobutylphenoxyethoxyethyl
dimethyl benzyl ammonium chloride: 0.1–0.5%
Sodium hypochlorite 0.1–1%
Cellulose: 10–30%, ethyl alcohol: 0.1–1%
Isopropanol: 30–40%, water 60–70%
NOTE: Contact your local HP sales representative for recommended brands of ready-to-use
cleaning wipes which have been tested for cleaning the display.
WARNING!
●
●
●
●
●
●
Using cleaning methods or disinfectants that are not approved could damage the device.
Do not immerse the device in liquid.
Always follow the instructions provided by the cleaning product manufacturer.
Do not use petroleum-based cleaning fluids, such as acetone.
Do not use abrasive cleaning aids or products.
Do not expose the device to temperatures above 70° C.
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
Service considerations 13
●
●
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.
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 CPU.
●
●
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. For more information about preventing electrostatic damage, refer to
●
●
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 displays 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.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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.
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
Event
Walking across carpet
55%
40%
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.
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.
Electrostatic discharge information 15
●
●
●
●
●
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.
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
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●
●
●
●
●
●
●
●
●
●
●
●
●
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
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.
Always position the cables to lay properly by themselves.
Cable management 17
4 Removal and Replacement Procedures
The following sections provide information about disassembling various components of the computer.
Preparing to disassemble the computer
To avoid injury and equipment damage, always complete the following steps in order, when opening the HP
All-in-One.
1. Remove all media from the computer.
2. Shut down the computer.
3. After the system has completely shut down, disconnect the power adapter from the back of the
computer.
4. If a cable lock is installed on the rear of the unit, remove the lock.
5. Disconnect all other attached cables from the back of the computer.
6. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the screen surface from scratches or other damage.
WARNING! Beware of sharp edges inside the chassis.
Removing the rear port cover
2. If the security lock screws are secured, use a T15 tamper-resistant Torx security screwdriver to remove
both screws (1).
3. Slide the rear port cover retainer tabs toward each other (2) to release the port cover.
4. Pull the port cover (3) toward the bottom and off the computer.
18 Chapter 4 Removal and Replacement Procedures
Stands
Two stands are available for the computer:
●
●
Recline stand
To remove the stand:
2. Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover
3. Press the release latch under the stand (1).
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
Adjustable height stand
To remove the stand:
2. Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover
3. Press the release latch under the stand (1).
Stands 19
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
Access panel
The computer has one main rear access panel that allows access to internal components.
To remove the access panel:
4. Pull up the notches of the access panel, and then lift the access panel off the computer.
To replace the access panel, reverse the removal procedures.
20 Chapter 4 Removal and Replacement Procedures
Hard drive
The 2.5 inch primary hard drive is installed on the right side of the computer on top of the optical disc drive
5. Pull the hard drive latch away from the hard drive to release the drive (1).
6. Slide the hard drive toward the edge of the computer and lift the hard drive out of the drive cage (2).
7. Remove the four mounting screws from the 2.5 inch hard drive. Be sure to keep the screws together with
the blue rubber grommets to use to install a replacement drive.
To install a hard drive, reverse the disassembly instructions.
22 Chapter 4 Removal and Replacement Procedures
Optical drive
The optical disc drive is located under the hard drive on the right side of the computer. To locate the optical
6. Push and hold the green tab (1) while pushing in the green latch (2) at the back of the optical disc drive
enclosure and slide the drive (3) out of the chassis.
7. Pull the green latch off the optical drive.
Keep this latch to install on the new optical drive.
Optical drive 23
8. Align the three pins on the latch with the holes in the new optical disc drive and press the latch firmly
onto the new drive.
NOTE: You must reuse the latch removed from the old optical disc drive.
9. Align the new optical drive with the opening in the side of the computer. Push the drive in firmly until it
snaps into place.
NOTE: The optical drive can be installed in only one way.
24 Chapter 4 Removal and Replacement Procedures
M.2 solid-state drive
Two M.2 solid-state drive connectors are available on the system board. The connector labeled SSD2 (near
the processor) fits only 22mm x 80mm M.2 solid-state drives. The connector labeled SSD1 (on the right side
of the board) fits both 22mm x 80mm and 22mm x 30mm M.2 solid-state drives.
To remove the M.2 solid-state drive:
5. Remove the Phillips screw (1) that secures the drive to the computer.
6. Pull the drive away to remove it from the socket (2).
To install the solid-state drive, reverse the removal procedures.
M.2 solid-state drive 25
Memory
For proper system operation, the memory modules must meet the following qualifications:
Component
Specification
EliteOne 800 and ProOne 600
Memory modules
Compliance
Pins
1.2 volt DDR4-SDRAM memory modules
Unbuffered non-ECC DDR4-2667 MHZ–compliant
Industry-standard 260 pins containing the mandatory Joint Electronic Device
Engineering Council (JEDEC) specification
Support
Support CAS latency DDR4 2667 MHz (15–15–15 timing)
Slots
2
Maximum Memory
Supported
Note
16 GB per memory slot, 32 GB total
4 Gbit and 8 Gbit non-ECC memory technologies single-sided and double-sided SODIMMs
The system will not operate properly if you install unsupported SODIMM
memory. SODIMMs constructed with x8 and x16 DDR devices are supported; memory
modules constructed with x4 SDRAM are not supported.
HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid
compatibility issues with unsupported third-party memory.
The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending
on how the memory modules are installed. Refer to the following table to identify the memory module
channel locations.
Location
System board label
SODIMM1
Channel
Lower Socket
Upper Socket
Channel B
Channel A
SODIMM3
The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending
on how the memory modules are installed.
●
●
●
The system will operate in single channel mode if the memory module slots are populated in one
channel only.
The system will operate in a higher-performing dual channel mode if the memory capacity of the
memory module in Channel A is equal to the memory capacity of the memory module in Channel B.
The system will operate in flex mode if the memory capacity of the memory module in Channel A is not
equal to the memory capacity of the memory module 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 memory module in the
system.
26 Chapter 4 Removal and Replacement Procedures
There are two memory slots on the system board. To remove or install memory modules:
5. To remove a memory module, press outward on the two latches on each side of the memory module (1),
then pull the memory module out of the slot (2).
6. Slide the new memory module into the slot at approximately a 30° angle (1), then press the memory
module 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 slot.
7. Reassemble the computer.
The computer automatically recognizes the additional memory when you turn on the computer.
Memory 27
Battery
The battery is located below the processor. 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 (140º F).
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
5. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the
positive side up(1) . Push the other edge down until the clamp snaps over the other edge of the battery
(2).
6. Reassemble the computer.
28 Chapter 4 Removal and Replacement Procedures
WLAN module
The WLAN module is located on the system board above the memory modules. The WLAN module is secured
with one Phillips screw and has two connected antennas.
NOTE: The procedure to replace the WLAN module must be performed by an HP technician.
NOTE: WLAN module appearance may vary.
To remove the WLAN module:
5. Disconnect the antenna cables from the module (1).
6. Remove the Phillips screw (2) that secures the module to the computer.
7. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket (3).
To install the WLAN module, reverse the removal procedures.
When connecting the antennas cables, connect the cable labeled “1” (black sticker) to the AUX “1” connector
on the module and the cable labeled “2” (white sticker) to the MAIN “2” connector on the module.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
WLAN module 29
Power button and fingerprint reader boards
If a fingerprint reader is installed, the power button board and fingerprint reader board are wired together
into one assembly, located at the bottom right of the computer. If the fingerprint reader is not installed, the
power button board can be removed using the steps below.
Healthcare models may include a fingerprint scanner. Standard models may include a swipe fingerprint
reader.
To remove the power button and fingerprint reader boards:
5. Remove the Torx screw from the power button board bracket (1), and two Phillips screws from the
fingerprint reader board (2).
6. Lift the boards from the computer.
30 Chapter 4 Removal and Replacement Procedures
7. If necessary, disconnect the cables from each board.
8. If necessary, remove the Phillips screw that secures the power button board to the bracket, and then
remove the board from the bracket.
To install the power button and fingerprint reader boards, reverse the removal procedures.
Power button and fingerprint reader boards 31
RFID board
An RFID board may be included with healthcare models. It is located near the bottom of the chassis.
To remove the RFID board:
5. Disconnect the cables from the board, remove the two Phillips screw that secure the board, and then
remove the board from the computer.
To install the RFID board, reverse the removal procedures.
32 Chapter 4 Removal and Replacement Procedures
Heat sink
To remove the heat sink:
5.
In the order indicated on the heat sink, loosen the silver captive Torx screws (2).
In the order indicated on the heat sink, loosen the captive Torx screws (1) from the heat sink component
that services the processor.
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the
downward forces on the processor. This is especially important as the pins on the socket are very fragile
and any damage to them may require replacing the system board.
6. Remove the non-captive Torx screws from the brackets at the top of the heat sink (2).
7. Lift the heat sink out of the computer (3).
CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease
on the surface of the processor or the heat sink.
To replace the heat sink, reverse the removal procedures.
Heat sink 33
Processor
6. Rotate the locking lever to its full open position (1).
7. Raise and rotate the microprocessor retainer to its fully open position (2), and then carefully lift the
processor from the socket (3).
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.
NOTE: After installing a new processor onto the system board, always update the system ROM to ensure
that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the
34 Chapter 4 Removal and Replacement Procedures
Webcam module
The webcam is located at the top of the computer, under a plastic shield. The top heat sink screws also secure
the webcam plastic shield.
To remove the webcam module:
NOTE: Webcam appearance may vary.
5. If a discrete heat sink is installed, remove the VESA mounting bracket/fan assembly (see VESA mounting
7. To remove the webcam plastic shield, remove the two Torx screws (1), and then remove the webcam
shield from the computer (2).
8. Remove the two Phillips screws (1) that secure the webcam assembly to the computer.
9. Disconnect the webcam cable from the system board (2).
Webcam module 35
10. Remove the webcam cable from the routing path in the webcam bracket and the clips built into the
computer (3).
NOTE: The webcam is white on healthcare models.
11. Remove the webcam assembly from the computer.
bracket to the computer.
36 Chapter 4 Removal and Replacement Procedures
13. Remove the webcam bracket from the computer (2).
To install the webcam assembly and associated parts, reverse the removal procedures.
Webcam module 37
VESA mounting bracket/fan assembly
The VESA mounting bracket/fan assembly is located under the stand.
To remove the VESA mounting bracket/fan assembly:
5. Remove the five Torx screws that secure the assembly to the computer.
6. Disconnect the fan cable from the system board (2).
7. Lift the assembly off the computer.
38 Chapter 4 Removal and Replacement Procedures
8. If it is necessary to remove the fan from the bracket, remove the four Torx screws that secure the fan to
the bracket.
9. Separate the fan from the bracket.
To replace the VESA mounting bracket/fan assembly, reverse the removal procedures.
VESA mounting bracket/fan assembly 39
Power supply
The power supply is located in the upper left side of the computer.
To remove the power supply:
6. Remove the three Torx screws (1) that secure the power supply to the computer.
7. Disconnect the power supply cable from the system board connector (2).
8. Lift the power connector from its housing in the I/O bracket (3).
9. Remove the power cable from the clips built into the computer (4).
40 Chapter 4 Removal and Replacement Procedures
10. Remove the power supply from the computer.
To install the power supply, reverse the removal procedures.
Make note of the foam strips that must be installed under the power supply, as shown in the following image.
Power supply 41
Rear I/O cover
The rear I/O cover is located at the bottom of the computer below the VESA bracket/fan assembly. It is
secured with two screws.
To remove the rear I/O cover:
6. Remove the two Torx screws (1) that secure the cover to the computer.
7. Remove the rear I/O cover from the computer (2).
NOTE: The rear I/O cover is white on healthcare models.
System board appearance may vary.
To install the bottom I/O cover, reverse the removal procedures.
42 Chapter 4 Removal and Replacement Procedures
I/O bracket
The I/O bracket is located under the plastic rear I/O cover. It is secured with five Torx screws, one of which is
under the power connector.
To remove the I/O bracket:
7. Remove the power connector from its mounting location on the I/O bracket (see step 3 in Power supply
8. Remove the five Torx screws that secure the I/O bracket to the computer.
9. Lift the I/O bracket from the computer.
To replace the I/O bracket, reverse the removal procedures.
I/O bracket 43
Hard drive cage
The hard drive cage is located under the hard drive. It is secured with one Torx screw.
To remove the hard drive cage:
6. Remove the Torx screw (1) that secures the hard drive cage to the computer.
7. Remove the power supply cable from the clips around the hard drive cage (2).
8. Slide the hard drive cage away from the system board to disengage it from the clips, and then lift the
hard drive cage from the chassis (3).
To replace the hard drive cage, reverse the removal procedures.
44 Chapter 4 Removal and Replacement Procedures
14. Disconnect all cables from the system board, noting their location for reinstallation:
(1): Camera cable
(2): Power supply cable
(3): Front audio cable
(4): Speaker cable
(5): Front panel cable
(6): Converter cable
(7): LVDS (display) cable
15. In the order printed on the system board, remove the nine Torx screws (1)-(9) that secure the system
board to the computer.
16. Lift the system board up and out of the computer.
46 Chapter 4 Removal and Replacement Procedures
To install the system board, reverse the removal procedures. Be sure to replace the screws in the order
indicated on the system board.
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 display 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
Product Name
Serial Number
SKU Number
Asset Tag
Comment
Label
Enter the Model name/number or marketing name.
Enter the Serial Number of Unit.
Flexbuild
Support
Support
Support
Flexbuild
Enter the SKU or Product Number including Localization Code.
Enter the 18-byte identifier assigned to the computer.
Enter the Feature Byte string. The feature byte string is case sensitive.
Feature Byte
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 to the next line to
continue data entry. BIOS ignores the spaces and lines.
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
System board 47
System board callouts
Sys Bd Label
CMOS
Color
Yellow
Black
White
Blue
Component
Sys Bd Label
BAT
Color
Black
White
White
Black
Black
Black
Black
Black
Black
Black
Component
Reset CMOS
RTC battery
HDD FAN
2D WCAM
PSWD
Hard drive fan
RFID
RFID connector
Fan connector
M.2 SSD drive
Power button
Webcam connector
Clear system passwords
Processor socket
Main power connector
Optical drive connector
Hard drive connector
M.2 SSD drive
CPUFAN
SSD2
PROCESSOR
PSU
Silver
Black
Black
Black
Black
White
Black
PB
LVDS
Display connector
Memory module
ODD
DIMM3
DIMM1
BACKLIGHT
WIRELESS
HDD
Memory module
SSD1
Backlight cable
F_AUDIO
SPKR
Front audio
WLAN module connector
Speaker
48 Chapter 4 Removal and Replacement Procedures
Audio board
The audio board is located on the bottom corner of the computer. It is secured with one Torx screw.
To remove the audio board:
6. Disconnect the cable from the audio board (1)
7. Remove the Torx screw (2) that secures the audio board to the computer.
8. Lift the audio board out of the computer.
To replace the audio board, reverse the removal procedures.
Audio board 49
Speakers
IMPORTANT: Healthcare models and standard models use different speaker spare part kits.
The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx
screws.
To remove the speakers:
6. Disconnect the speaker cable from the system board (1).
7. Remove two Torx screws (2) that secure each speaker to the computer.
8. Remove speaker cable from the clips and routing path built into the chassis (3).
NOTE: Standard model shown.
9. Remove the speakers from the computer.
To install the speakers, reverse the removal procedures.
When installing the speakers, make sure the rubber grommets are correctly installed in the speakers.
50 Chapter 4 Removal and Replacement Procedures
Display panel
NOTE: On healthcare models, display assemblies are spared with the cover, glass, and front bezel come as a
bonded assembly.
IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse
any old parts. Return all old parts to HP for warranty processing.
CAUTION: it is very important to use the exact cable that shipped with the replacement panel. Failure to use
the correct cable may result in panel failure.
IMPORTANT: You must install the latest touch drivers. Failure to install the latest drivers could result in a
To remove the display panel:
6. Remove the power button board and fingerprint reader board (see Power button and fingerprint reader
9. Remove the 12 Phillips screws (1)-(12) that secure the main frame to the display panel.
10. Lift the left side of the frame (1).
11. Disconnect the display ribbon cable, and then route the cable through the hole in the frame (2).
Display panel 51
12. Route the power button/fingerprint reader/touch cable and backlight cable through the holes in the
frame (3).
NOTE: Non-touch models do not have a cable routed through the frame.
13. Lift the frame from the display.
14. Disconnect the backlight cable (1) from the rear of the display panel.
15. Disconnect the display cable (2) from the rear of the display panel.
16. Disconnect the touch cable (3) from the rear of the display panel.
52 Chapter 4 Removal and Replacement Procedures
17. Separate the middle frame from the display by sliding the bezel down, and then removing it from the
display.
NOTE: Display and middle frame appearance may vary.
To install the display panel, reverse the removal procedures.
Display panel 53
Antennas
The antennas route from the WLAN module to transceivers at the top of the computer. The transceivers are
secured to the computer with adhesive.
Models are available with either single antennas or dual antennas.
NOTE: WLAN module orientation may vary.
To remove the antennas:
6. Remove the power button board and fingerprint reader board (see Power button and fingerprint reader
10. Disconnect the antennas from the WLAN module (1).
11. Remove the Phillips screw from the top of the right antenna (2), and then peel the antenna off the frame
(3).
54 Chapter 4 Removal and Replacement Procedures
12. Remove the Phillips screw from the left antenna (1), and then peel the antenna from the chassis (2).
13. From the back of the frame, pull the antenna cables through the hole in the frame (1).
14. Remove the cables from the clips on the back of the frame (2).
15. Pull the right antenna cable through the hole in the frame (3).
To install the antenna, reverse the removal procedures.
NOTE: When connecting the antennas cables, be sure to match the numbers on the cable with the same
number printed on the WLAN module.
Antennas 55
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 or USB flash media devices.
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 power button light turns white 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 power button light turns white 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.
56 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 57
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
Memory speed
DIMM size (for each installed module)
System BIOS version
ME Firmware version (Intel only)
Video BIOS version
Reference code revision
Super I/O firmware version
USB Type-C controller 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 number
Panel type
Panel serial number
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
58 Chapter 5 Computer Setup (F10) Utility
Table 5-1 Computer Setup—Main (continued)
Option
Description
●
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 [current selection] for BIOS Updates
The string that appears here depends on the setting in BIOS Update Preferences.
Lock BIOS Version
●
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●
BIOS Rollback Policy
■
■
Unrestricted Rollback to older BIOS – Lets you roll back to any previous version of BIOS.
Restricted Rollback to older BIOS – If selected, Minimum BIOS Version becomes active, which
lets you manually enter the minimum BIOS version that can be rolled back to.
●
●
Allow BIOS Updates Using a Network
BIOS Update Preferences
■
■
Check for Update on Next Reboot – default is disabled.
BIOS Source – lets you select either HP.com or a custom URL. If Custom URL is selected, Edit
Custom URL becomes active. Using a custom URL is recommended only for a managed IT
environment.
■
Automatic BIOS Update Setting
Allows configuration of a periodic check for updates:
NOTE: If Microsoft Windows BitLocker Drive Encryption (BDE) is enabled, it must be
temporarily suspended before the BIOS is flashed.
■
■
■
■
Do not update
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
■
BIOS Update Frequency
■
■
■
Daily
Weekly
Monthly (default)
●
●
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.
Change date and time
Lets you update system date and time.
Set machine unique data Allows you to set/view data that is unique to each machine such as feature byte, build ID, serial number,
SKU number, product family, system board CT number, and product name.
System IDs
Lets you set the following values:
●
Asset Tracking Number
Computer Setup (F10) Utilities 59
Table 5-1 Computer Setup—Main (continued)
Option
Description
●
Ownership Tag
Replicated Setup
Backup current settings to USB device
Saves system configuration to a formatted USB flash media device.
Restore current settings from USB device
Restores system configuration from a USB flash media device.
Save Custom Defaults
Saves the current system configuration settings as the custom default set.
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
Suppress POST errors
Exits Computer Setup without applying or saving any changes.
Saves changes to current system configuration, exits Computer Setup, and reboots.
Select to turn off any errors generated by Power On Self Test (POST) during boot up.
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
Create BIOS
Lets you set and enable a BIOS administrator password, which controls access to the following features:
Administrator Password
●
●
●
●
●
●
Setup Menu (F10)
3rd Party Option ROM Management (F3)
Update system ROM
WMI commands that change system settings
BIOS Configuration Utility (BCU)
Alternative power-on password
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
(This selection is active
only if a BIOS
You must know the current password to be able to change it.
administrator password is
set.)
Create POST 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 POST Power-On
Password (This selection
is active only if a BIOS
Lets you change the POST power-on password.
You must know the current password to be able to change it.
60 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option
Description
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 Specification Version
Displays the current TPM version.
TPM Device
Lets you set the Trusted Platform Module as available or hidden.
TPM State
Select to enable the TPM.
ClearTPM
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.
●
TPM Activation Policy
○
○
○
F1 to boot
Allow user to reject
No prompts
BIOS SureStart
●
●
Verify Boot Block on every boot – Select to enable HP SureStart.
BIOS Data Recovery Policy – Select ‘Automatic’ or ‘Manual’ to determine data recovery process.
Manual recovery is intended only for situations where forensic analysis is desired before HP
SureStart recovery. When this policy is set to manual, HP SureStart will not correct any issues that
are found until the manual recovery key sequence is input by the local user. This can result in a
computer that is unable to boot until the manual recovery key sequence is input.
●
●
Dynamic Runtime Scanning of Boot Block. Verifies the integrity of the BIOS boot block region several
times each hour while the system is running. Default is enabled.
Sure Start BIOS Settings Protection. When enabled, HP Sure Start locks all critical BIOS settings and
provides enhanced protection for these settings using non-volatile (flash) memory.
NOTE: An administrator password must be set to activate this setting.
Computer Setup (F10) Utilities 61
Table 5-2 Computer Setup—Security (continued)
Option
Description
●
Enhanced HP Firmware Runtime Intrusion Prevention and Detection – enables monitoring of HP
system firmware executing out of main memory while the operating system is running. Any
anomalies detected in HP system firmware that is active while the operating system is running will
result in a Sure Start security event being generated.
●
Sure Start Security Event Policy – controls HP Sure Start behavior upon identifying a critical security
event (any modification to HP firmware) while the operating system is running.
–
–
–
Log Event Only – HP Sure Start will log all critical security events in the HP Sure Start audio log
within the HP Sure Start non-volatile (flash) memory.
Log Event and notify user – In addition to logging all critical security events, HP Sure Start will
notify the user within the operating system that a critical event has occurred.
Log Event and power off system – In addition to logging all critical security events, HP Sure
Start will power of the system upon detecting a HP Sure Start Security Event. Due to the
potential for data loss, use of this setting is only recommended in situations where security
integrity of the system is a higher priority than the risk of potential data loss.
Secure Platform Management (SPM)
●
●
HP Sure Run Current State
SPM Current State
Physical Presence Interference
When selected, the user is notified at system power up when changes have been made to system security
policy, and the user must manually agree to those changes before they are confirmed.
Smart Cover
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.
Intel Software Guard Extensions (SGX)
Intel SGX is a set of processor code instructions from that allows user-level code to allocate private
regions of memory, that unlike normal process memory is also protected from processes running at
higher privilege levels.
●
●
●
Software control
Disable
Enable
Utilities
Hard Drive Utilities
●
Save/Restore MBR of System Hard Drive
NOTE: Windows 10 systems are generally not formatted to include an MBR. Instead 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.
62 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Option
Description
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.
●
●
Save/Restore GPT of System Hard Drive
Enabling this feature will save the GUID Partition Table (GPT) of the system hard drive. If the GPT is
subsequently changed, the user is prompted to choose whether to restore GPT.
DriveLock/Automatic 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.
Allow OPAL Hard Drive SED Authentication
Default is disabled.
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 (F10) Utilities 63
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 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.
USB Storage Boot. Default is enabled.
Network (PXE) Boot. Default is enabled.
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’.
●
●
●
Prompt on Memory Size Change. Default is enabled.
Prompt on Fixed Storage Change. Default is disabled.
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.
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 power button light turns white. 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.
64 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
HP Sure Recover
HP Sure Recover
When enabled the system firmware honors locate and remote requests to reinstall the operating system.
When disabled all requests to reinstall the operating system are ignored.
Recover from Network
If enabled the system firmware gets the recovery agent from the network. If disabled the system
firmware gets the recovery agent from a local drive.
Recover after Boot Failure
If enabled and no bootable UEFI operating system is found, the system firmware will launch HP Sure
Recover.
Secure Boot
Configure Legacy Support and Secure Boot
Configuration
Lets you turn off all legacy support on the computer, including booting to DOS, running legacy graphics
cards, booting to legacy devices, and so on.
Lets you make sure an operating system is legitimate before booting to it, making Windows resistant to
malicious modification from preboot to full operating system booting, preventing firmware attacks. UEFI
and Windows Secure Boot only allow code signed by pre-approved digital certificates to run during the
firmware and OS boot process.
●
●
●
Legacy Support Enable and Secure Boot Disable
Legacy Support Disable and Secure Boot Enable
Legacy Support Disable and Secure Boot Disable
Default is ‘Legacy Support Disable and Secure Boot Disable’.
Secure Boot Key Management
Lets you manage the custom key settings.
Import Custom Secure Boot keys
Default is disabled.
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.
Ready BIOS for Device Guard Use
Requires BIOS Administrator password to be configured and Secure Boot to be enabled.
System Options
Configure storage controller for Intel Optane
Enables the Intel Optane memory module.
Hyperthreading
Lets you control processor capability. Default is enabled.
Multi-processor
Use this option to disable multi-processor support under the operating system. Default is enabled.
Computer Setup (F10) Utilities 65
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
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.
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.
M.2 SSD
Lets you disable the M.2 solid-state drive slot. Default is enabled.
M.2 WLAN/BT
Lets you disable the wireless module slot. Default is enabled.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. 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’.
USB Type-C Connector System Software Interface (UCSI) (enable/disable)
Default is enabled.
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.
Allow No Panel configuration
When enabled, POST blink and beep codes and error messages are not generated. Default is disabled.
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.
Integrated Camera
Clear to disable the integrated camera. Default is enabled.
Audio Device
Select to show the device in the operating system. Default is enabled.
Microphone
Clear to disable the microphone. This does not affect devices plugged into audio jacks. 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.
Headphone Output
Clear to disable the headphone jack. Default is enabled.
66 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
M.2 USB/Bluetooth
Select to enable the M.2 controller. Default is enabled.
LAN/WLAN auto switching
Select to enable auto switching between a wired and wireless connection. Default is disabled.
Wake on WLAN
Select to enable wake on WLAN. Default is disabled.
Collaboration Buttons
Clear to disable the collaboration buttons. Default is enabled.
Button Sensitivity
Select from low, medium, or high. Default is low.
Port Options
Rear USB ports
Lets you disable the ports. Default is enabled.
Right USB ports
Lets you disable the ports. Default is enabled.
USB Legacy Port Charging
Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode.
Default is enabled.
USB Type-C Downstream Charging
Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode.
Default is enabled.
Thunderbolt Type-C Ports
Lets you disable the ports. Default is enabled.
Thunderbolt Mode
Default is enabled.
Require BIOS PW to change Thunderbolt Security Level
Default is enabled.
Thunderbolt Security Level
Default is PCIe and DisplayPort - User Authorization.
Native PCIe Hot Plug
When enabled, Thunderbolt S4 Boot is disabled. Default is enabled.
SATA0
Lets you disable the connector. Default is enabled.
Restrict USB Devices
Computer Setup (F10) Utilities 67
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
Specify the following categories of USB devices to enable:
●
●
●
Allow all USB devices (default)
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 UEFI’.
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.
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.
Unique Sleep State Blink Rates (enable/disable)
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.
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.
68 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Option
Heading
S5 (Soft Off) = LED is off.
Displays system labels.
Electronic labels
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).
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 58 in the Computer Setup—File table.)
Recovering the configuration settings 69
6 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows (select products
only)
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system in order to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as
administrator.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type supportin the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and fixes.
c. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the 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 at any time, select Cancel.
3. When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-
digit Failure ID code is generated. For assistance in correcting the problem, contact support, and then
provide the Failure ID code.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows download instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe files are provided.
70 Chapter 6 Using HP PC Hardware Diagnostics
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
2. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your
computer or a USB flash drive.
The tool is downloaded to the selected location.
Downloading HP Hardware Diagnostics Windows by product name or number (select products
only)
NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, and then enter the product name or
number in the search box that is displayed.
3. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your
computer or a USB flash drive.
The tool is downloaded to the selected location.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the flash drive where the .exe file was downloaded, double-
click the .exe file, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download
and create the HP UEFI support environment because only .exe files are provided. For more information, see
HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) 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.
If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. For assistance in correcting the problem, contact support, and provide the Failure
ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc.
Using HP PC Hardware Diagnostics UEFI 71
Starting HP PC Hardware Diagnostics UEFI
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 flash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
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.
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations:
●
●
●
HP PC Hardware Diagnostics UEFI is not included in the preinstall image.
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
The hard drive is damaged.
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 provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive:
2. In the HP PC Hardware Diagnostics UEFI section, select Download UEFI Diagnostics, and then select
Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products
only)
NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB
flash drive:
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
72 Chapter 6 Using HP PC Hardware Diagnostics
Using Remote HP PC Hardware Diagnostics UEFI settings (select
products only)
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload
results to a preconfigured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
2. In the HP PC Hardware Diagnostics UEFI section, select Download Remote Diagnostics, and then select
Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, it may be necessary to download the software by using the product name or
number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, enter the product name or number in the
search box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the
following customizations:
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
●
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been preconfigured for use. Your computer does not require the
traditional local storage (such as a disk drive or USB flash drive) to run remote diagnostics.
●
●
Set a location for storing the test results. You can also set the user name and password settings used for
uploads.
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 73
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.
74 Chapter 6 Using HP PC Hardware Diagnostics
7 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 56 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 99 for more information.
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.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
Safety and comfort 75
●
●
●
●
●
●
Be in front of your computer when you call.
Write down the computer serial number and product ID number before calling.
Spend time troubleshooting the problem with the service technician.
Remove any hardware that was recently added to your system.
Remove any software that was recently installed.
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 or software, see the following list of general suggestions before
taking further action:
●
●
●
Check that the computer is plugged into a working electrical outlet.
Check that the computer is turned on and the white power 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 99 for more information.
●
●
●
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.
●
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 (such as a USB device) from the system before turning it on.
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.
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.
76 Chapter 7 Troubleshooting without diagnostics
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.
USB cables may not be seated properly.
Disconnect, then reconnect USB cables to keyboard and mouse.
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.
Solving general problems 77
Computer date and time display is incorrect.
Cause
Solution
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 front panel to see if an amber light indicates the
system has been muted. Tap the touch-sensitive button to
toggle the mute on and off.
2. Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
affect the external speakers).
3. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
4. 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 to permit the required airflow.
2. Make sure fans are connected and working properly (some
fans only operate when needed).
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.
78 Chapter 7 Troubleshooting without diagnostics
Poor performance.
Cause
Solution
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 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.
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.
Solving general problems 79
System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
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 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.
80 Chapter 7 Troubleshooting without diagnostics
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.
Solving hard drive problems
Hard drive error occurs.
Cause
Solution
Hard disk has bad sectors or has failed.
1. 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 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.
problems on page 86 section. If the system still does not
Solving hard drive problems 81
Drive not found (identified).
Cause
Solution
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.
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 99 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
82 Chapter 7 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 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. This can also be performed using the touch-sensitive
buttons on the front of the computer.
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.
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.
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 audio problems 83
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.
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.
84 Chapter 7 Troubleshooting without diagnostics
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.
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, 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 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.
Solving keyboard and mouse problems 85
Mouse does not respond to movement or is too slow.
Cause
Solution
Program in use has stopped responding to commands.
Shut down the computer using the keyboard then restart the
computer.
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.
If using a wireless mouse, you may need resynchronize the mouse Follow the instructions that came with the mouse.
with the computer.
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.
A new device is not recognized as part of the system.
Cause
Solution
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 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.
86 Chapter 7 Troubleshooting without diagnostics
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.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM3.
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 DIMM3.
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.
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 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.
Solving network problems 87
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 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 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.
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 10, type control panelin
the taskbar search box, and then select Control Panel from the
list of applications.
88 Chapter 7 Troubleshooting without diagnostics
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.
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.
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.
Solving memory problems 89
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.
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.
90 Chapter 7 Troubleshooting without diagnostics
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.
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.
Solving USB flash drive problems 91
Unable to connect to the Internet.
Cause
Solution
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.
Windows 10:
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.)
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.
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 99 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
92 Chapter 7 Troubleshooting without diagnostics
“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 93
8 Backing up, restoring, and recovering
This chapter provides information about the following processes, which are standard procedure for most
products:
●
●
●
Backing up your personal information—You can use Windows tools to back up your personal
Creating recovery media (select products only)—You can use HP Recovery Manager or HP Cloud
Recovery Download Tool (select products only) to create recovery media (see Creating HP Recovery
●
●
Restoring and recovery—Windows offers several options for restoring from backup, refreshing the
Removing the Recovery Partition—To remove the Recovery partition to reclaim hard drive space
(select products only), select the Remove Recovery Partition option of HP Recovery Manager. For more
Using Windows tools
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule
regular backups to avoid information loss.
You can use Windows tools to back up personal information and create system restore points and recovery
media, allowing you to restore from backup, refresh the computer, and reset the computer to its original
state.
NOTE: If computer storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
▲
Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
Creating HP Recovery media (select products only)
After you have successfully set up the computer, use HP Recovery Manager to create a backup of the HP
Recovery partition on the computer. This backup is called HP Recovery media. In cases where the hard drive is
corrupted or has been replaced, the HP Recovery media can be used to reinstall the original operating system.
To check for the presence of the Recovery partition in addition to the Windows partition, right-click the Start
button, select File Explorer, and then select This PC.
NOTE: If your computer does not list the Recovery partition in addition to the Windows partition, contact
support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then
follow the on-screen instructions.
94 Chapter 8 Backing up, restoring, and recovering
On select products, you can use the HP Cloud Recovery Download Tool to create HP Recovery media on a
bootable USB flash drive. For more information, see Using the HP Cloud Recovery Download Tool to create
Using HP Recovery Manager to create recovery media
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
Before you begin
Before you begin, note the following:
●
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 media storage capacity.
To create recovery media, use one of the following options:
NOTE: If the computer does not have a recovery partition, HP Recovery Manager displays the Windows
Create a Recovery Drive feature. Follow the on-screen instructions to create a recovery image on a blank
USB flash drive or hard drive.
–
–
–
If your computer has an optical drive with DVD writer capability, be sure to 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, which are not compatible
with HP Recovery Manager software.
If your computer does not include an integrated optical drive with DVD writer capability, you can
use an external optical drive (purchased separately) to create recovery discs, as described above. If
an external optical drive is used, you must connect it directly to a USB port on the computer. It
cannot be connected to a USB port on an external device, such as a USB hub.
To create a recovery flash drive, use a high-quality blank USB flash drive.
●
●
●
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 this process.
If necessary, you can exit the program before you have finished creating all of the recovery media. HP
Recovery Manager will finish the current DVD or flash drive. The next time you start HP Recovery
Manager, you will be prompted to continue.
Creating the recovery media
To create HP Recovery media using HP Recovery Manager:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
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.
Creating HP Recovery media (select products only) 95
Using the HP Cloud Recovery Download Tool to create recovery media
To create HP Recovery media using the HP Cloud Recovery Download Tool:
2. Select Software and Drivers, and then follow the on-screen instructions.
Restoring and recovery
Restoring and recovery can be performed using one or more of the following options: Windows tools, HP
Recovery Manager, or the HP Recovery partition.
IMPORTANT: Not all methods are available on all products.
Restoring, resetting, and refreshing using Windows tools
Windows offers several options for restoring, resetting, and refreshing the computer. For details, see Using
Restoring using HP Recovery Manager and the HP Recovery partition
You can use HP Recovery Manager and the HP Recovery partition (select products only) to restore the
computer to the original factory state:
●
Resolving problems with preinstalled applications or drivers—To correct a problem with a
preinstalled application or driver:
1. Type recoveryin the taskbar search box, and then select HP Recovery Manager.
2. Select Reinstall drivers and/or applications, and then follow the on-screen instructions.
●
●
Using System Recovery—To recover the Windows partition to original factory content, select the
System Recovery option from the HP Recovery partition (select products only) or use the HP Recovery
Using Factory Reset (select products only)—Restores the computer to its original factory state by
deleting all information from the hard drive and recreating the partitions and then reinstalling the
operating system and the software that was installed at the factory (select products only). To use the
Factory Reset option, you must use HP Recovery media. If you have not already created recovery media,
NOTE: If you have replaced the hard drive in the computer, you can use the Factory Reset option to
install the operating system and the software that was installed at the factory.
Recovering using HP Recovery Manager
You can use HP Recovery Manager software 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 HP Recovery media, see Creating HP Recovery media (select products only)
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data that you want to retain. See Using Windows tools on page 94.
96 Chapter 8 Backing up, restoring, and recovering
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct computer
issues.
NOTE: When you start the recovery process, only the options available for your computer are displayed.
Before you begin, note the following:
●
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.
●
●
If the computer hard drive fails, HP Recovery media must be used. This media is created using HP
If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, contact support to obtain recovery media. Go to http://www.hp.com/support, select your country
or region, and then follow the on-screen instructions.
Recovering using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without recovery discs or a recovery USB
flash drive. This type of recovery can be used only if the hard drive is still working.
The HP Recovery partition (select products only) allows System Recovery only.
To start HP Recovery Manager from the HP Recovery partition:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps (select products only).
1. Type recoveryin the taskbar search box, select HP Recovery Manager, and then select Windows
Recovery Environment.
‒ or –
For computers or tablets with keyboards attached:
▲
Press f11 while the computer boots, or press and hold f11 as you press the power button.
For tablets without keyboards:
▲
Turn on or restart the tablet, quickly hold down the volume up button, and then select f11.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer
boot order, and then follow the on-screen instructions. See Changing the computer boot order
Recovering using HP Recovery media
If your computer does not have an HP Recovery partition or if the hard drive is not working properly, you can
use HP Recovery media to recover the original operating system and software programs that were installed at
the factory.
▲
Insert the HP Recovery media, and then restart the computer.
Restoring and recovery 97
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer
boot order, and then follow the on-screen instructions. See Changing the computer boot order
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order. This 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, depending on the location of your HP Recovery media.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1. Insert the HP Recovery media.
2. Access the system Startup menu.
For computers or tablets with keyboards attached:
▲
Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options.
For tablets without keyboards:
▲
Turn on or restart the tablet, quickly hold down the volume up button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly hold down the volume down button, and then select f9.
3. Select the optical drive or USB flash drive from which you want to boot, and then 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 (select products only) 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. Before removing the Recovery partition, create HP Recovery media. See
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.
98 Chapter 8 Backing up, restoring, and recovering
9 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
POST numeric codes and text messages 99
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.
100 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes
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
POST numeric codes and text messages 101
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.
102 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes
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.
POST numeric codes and text messages 103
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
104 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes
Number of long beeps/blinks
Error category
Thermal
4
5
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.
Interpreting system validation diagnostic front panel LEDs and audible codes 105
10 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 56 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:
106 Chapter 10 Password security and resetting CMOS
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.
Resetting the password jumper 107
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 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.
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.
108 Chapter 10 Password security and resetting CMOS
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 109
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.
110 Appendix A Power cord set requirements
B Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped
from HP, assuming that no subsequent modifications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business computer system,
personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain
in nonvolatile memory. Use the steps below to remove personal data from the computer, including the
nonvolatile memory found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this
chapter.
Current BIOS steps
1. Follow steps (a) through (l) below to restore the nonvolatile memory that can contain personal data.
Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary
nor recommended.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f.
If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.
111
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities
under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox
for DriveLock password on restart. Select OK to proceed.
h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to reject.
l.
Remove all power and system batteries for at least 24 hours.
2. Complete one of the following:
●
Remove and retain the storage drive.
– or –
●
Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●
Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
112 Appendix B Statement of memory volatility
Nonvolatile memory usage
Does this
memory
store
Does this
memory
retain data
What is the
Nonvolatile
Memory Type
customer
data?
when power purpose of this How is data input into this
is removed? memory? memory?
How is this memory
write-protected?
Amount (Size)
HP Sure Start flash 8 MBytes
(select models
No
Yes
Provides
protected
Data cannot be written to this This memory is protected
device via the host processor. by the HP Sure Start
only)
backup of
The content is managed
solely by the HP Sure Start
Embedded Controller.
Embedded Controller.
critical System
BIOS code, EC
firmware, and
critical
computer
configuration
data for select
platforms that
support HP
Sure Start.
For more
information,
see Using HP
Real Time Clock
(RTC) battery
backed-up CMOS
configuration
memory
256 Bytes
No
No
Yes
Yes
Stores system
date and time
and noncritical
data.
RTC battery backed-up CMOS This memory is not write-
is programmed using the
Computer Setup (BIOS), or
changing the Microsoft
Windows date & time.
protected.
Controller (NIC)
EEPROM
64 KBytes (not
customer
accessible)
Stores NIC
configuration
and NIC
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
A utility is required to
write data to this memory
and is available from the
NIC vendor. Writing data
to this ROM in an
firmware.
inappropriate manner will
render the NIC non-
functional.
DIMM Serial
Presence Detect
(SPD)
configuration data Bytes
programmable
256 Bytes per
memory
module, 128
No
Yes
Yes
Stores memory DIMM SPD is programmed by Data cannot be written to
module
information.
the memory vendor.
this memory when the
module is installed in a
computer. The specific
write-protection method
varies by memory vendor.
(not customer
accessible)
System BIOS
9 MBytes
Yes
Stores system
BIOS code and
computer
configuration
data.
System BIOS code is
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the computer non-
functional.
programmed at the factory.
Code is updated when the
system BIOS is updated.
Configuration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
A utility is required for
writing data to this
memory and is available
on the HP website; go to
Nonvolatile memory usage 113
Does this
memory
store
Does this
memory
retain data
What is the
Nonvolatile
Memory Type
customer
data?
when power purpose of this How is data input into this
How is this memory
write-protected?
Amount (Size)
is removed? memory?
memory?
product, and then follow
the on-screen
instructions.
Intel Management 1.5 MBytes or 7 Yes
Yes
Stores
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure firmware update
utility. Unique Provisioning
Data can be entered at the
The Intel chipset is
Engine Firmware
(present only in
select Elite or Z
models. For more
information, go to
support. Select
Find your
MBytes
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
configured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility is required for
updating the firmware.
Only firmware updates
digitally signed by Intel
can be applied using this
utility.
third-party data factory or by an
store.
administrator using the
Management Engine (MEBx)
setup utility. The third party
data store contents can be
populated by a remote
management console or local
applications that have been
registered by an
product, and then
follow the on-
screen
instructions.)
administrator to have access
to the space.
Bluetooth flash
(select products
only)
2 Mbit
No
No
No
Yes
Yes
Yes
Yes
Stores
Bluetooth
configuration
and firmware.
Bluetooth flash is
A utility is required for
writing data to this
memory and is made
available through newer
programmed at the factory.
Tools for writing data to this
memory are not publicly
available but can be obtained versions of the driver
from the silicon vendor.
whenever the flash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kbit to 8 Kbit
Stores
802.11 WLAN EEPROM is
programmed at the factory.
Tools for writing data to this
memory are not made public. not made available to the
public unless a firmware
A utility is required for
writing data to this
memory and is typically
configuration
and calibration
data.
upgrade is necessary to
address a unique issue.
Webcam (select
products only)
64 Kbit
Stores webcam Webcam memory is
configuration
and firmware.
A utility is required for
writing data to this
memory and is typically
programmed using a utility
from the device
manufacturer that can be run not made available to the
from Windows.
public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader 512 KByte flash Yes
Stores
Fingerprint reader memory is Only a digitally signed
(select products
only)
fingerprint
templates.
programmed by user
enrollment in HP
ProtectTools Security
Manager.
application can make the
call to write to the flash.
114 Appendix B Statement of memory volatility
Questions and answers
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select Main, and then select Apply Factory Defaults and Exit.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2. What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform firmware and an operating system (OS). It is a replacement for the older BIOS
architecture, but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure run-time environment that supports a Graphic User Interface (GUI). In this
environment, you can use either a pointing device (Touchscreen, TouchPad, pointing stick, or USB
mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also
contains basic system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the run-time environment
allows the loading and execution of software programs from storage devices to provide more
functionality, such as advanced hardware diagnostics (with the ability to display more detailed system
information) and advanced firmware management and recovery software.
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the
operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
3. Where does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility is required to write to the chip.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory
module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number,
data width, speed/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is
installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory
module is not installed in a computer. Various third-party tools are available to read SPD memory.
5. What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6. How can the BIOS security be reset to factory defaults and data erased?
Questions and answers 115
IMPORTANT: Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select Main, and then select Reset Security to Factory Defaults.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, simply disabling Secure Boot will not clear the keys.
You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure
you used to create the Custom Secure Boot Keys, but make the selection to clear or delete all Secure
Boot Keys.
a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b. Select the Security menu, select Secure Boot Configuration, and then follow the on-screen
instructions.
c. At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and
then follow the on-screen instructions to continue.
Using HP Sure Start (select models only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
restores the BIOS to its previously safe state, without user intervention. Those select computer models ship
with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most
users can use the HP Sure Start default configuration. The default configuration can be customized by
advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
116 Appendix B Statement of memory volatility
C Specifications
Item
Value
Dimensions
Width
Without stand
Adjust Height Stand (at 0
degrees)
Reclining Stand (at 0
degrees)
21.2 in (539.6 mm)
2.12 in (53.8 mm)
13.46 in (341.79 mm)
21.2 in (539.6 mm)
7.1 in (180.28 mm)
18.4 in (467.7 mm)
21.2 in (539.6 mm)
10.3 in (261.8 mm)
10.63 in (269.98 mm)
Depth
Height
Approximate Weight
13.29 lb (6.03 kg)
19.24 lb (8.73 kg)
21.12 lb (9.58 kg)
With touch panel
13.51 lb (6.13 kg)– 13.62 lbs 19.46 lb (8.83 kg)– 19.68 lbs
(6.18 kg) (8.93 kg)
21.34 lb (9.68 kg) – 21.44 lbs
(9.73 kg)
Without touch panel
Temperature Range
Operating
50° to 95°F (10° to 35°C)
-22° to 140°F (-30° to 60°C)
Nonoperating
Relative Humidity (non-
condensing)
10-90% at ambient
5-95% at ambient
Operating
Non-operating
Maximum Altitude
(unpressurized)
0 - 10,000 ft (0 - 3,048 m)
0 - 30,000 ft (0 - 9,144 m)
Operating
Non-operating
Power Supply
Rated Voltage Range
Rated Line Frequency
100-240 V
50-60 Hz
Max Operating Power
180 W (Intel UMA models); 210 W (AMD discrete Gfx models)
117
Index
A
side
top
Computer Setup
replacing 22
self-encrypting 22
access panel
locked 78
removing 20
adjustable height stand
removing 19
antenna
country power cord set
requirements 110
types 22
hard drive cage
removing 44
D
removing 54
audio board
removing 49
headphone (audio-out) jack
heat sink
removing 33
HP PC Hardware Diagnostics UEFI
downloading 72
starting 72
display panel
removing 51
drive
types 22
B
backups 94
battery
using 71
E
HP PC Hardware Diagnostics Windows
downloading 70
installing 71
electronic label
error
disposal 15
BIOS
booting options
using 70
HP Recovery Manager
starting 97
HP Recovery media
recovery 97
using 95
HP Recovery partition
recovery 97
messages 99
F
F10 Setup
features
bottom components
overview
removing 98
FHD webcam components
fingerprint reader
C
cautions
removing 30
I
cables 14
installing
battery 28
CMOS
components
G
IR webcam components
bottom
K
H
FHD webcam
internal 21
IR webcam
keyboard
illustrated 11
hard disc drive
rear
118 Index
L
removing 40
problems
creating using HP Recovery
Manager 95
discs 95
using 95
labels
Certificate of Authenticity
electronic
location
Microsoft Certificate of
Authenticity
serial number
audio 83
general 77
Remote HP PC Hardware Diagnostics
UEFI settings
service
M
customizing 73
M.2 solid-state drive
removing 25
memory
nonvolatile 111
problems 89
volatile 111
memory module
removing 26
using 73
removal and replacement procedures
keyboard 85
memory 89
mouse 85
network 87
power 80
printer 84
software 92
antenna 54
Microsoft Certificate of Authenticity
label
mouse
product name and number,
memory 26
preparing to disassemble the
computer 18
computer
problems 85
R
rear components
rear cover
N
illustrated
rear I/O cover
illustrated
rear I/O panel
removing 43
rear port cover
illustrated
removing 18
recline stand
removing 19
recovery 94
speakers 50
O
VESA mounting bracket/fan
assembly 38
optical drive
replacing 23
removing
removing personal data from volatile
resetting
CMOS 106
restoring 94
P
media 97
starting 97
system 96
password
administrator 106
clearing 106
power-on 106
port cover
removing 18
recovery media
power button board
removing 30
power cord set requirements
creating using HP Cloud Recovery
S
Index 119
security
WLAN module
illustrated
removing 29
serial number
side components
software
problems 92
speakers
removing 50
specifications
computer 117
stands
system board
removing 45
system memory, removing personal
T
thermal module
removing 33
top components
V
VESA mounting bracket/fan assembly
removing 38
W
webcam
FHD
Full High Definition
Infrared
IR
webcam module
removing 35
Windows
backup 94
120 Index
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