Table of Contents
- Product features
- Illustrated parts catalog
- Routine care, SATA drive guidelines, and disassembly preparation
- Removal and Replacement Procedures
- Preparing to disassemble the computer
- Rear port cover
- Attaching and removing a stand
- Access panel
- Drives
- Converter board
- Top trim
- Webcam module
- System board (EMI) shield
- Memory
- Battery
- WLAN module
- Antennas
- Heat sink
- Processor
- System board
- System board callouts
- Serial/PS2 board
- Speakers
- VESA mounting bracket
- Drive cable
- Power connector
- Fan assembly
- Right trim
- Left trim
- Rear I/O cover and bottom trim
- Display panel, non-touch
- Display panel, touch
- Computer Setup (F10) Utility
- Using HP PC Hardware Diagnostics (UEFI)
- Troubleshooting without diagnostics
- Safety and comfort
- Before you call for technical support
- Helpful hints
- Solving general problems
- Solving power problems
- Solving hard drive problems
- Solving media card reader problems
- Solving display problems
- Solving audio problems
- Solving printer problems
- Solving keyboard and mouse problems
- Solving Hardware Installation Problems
- Solving Network Problems
- Solving memory problems
- Solving CD-ROM and DVD problems
- Solving USB flash drive problems
- Solving front panel component problems
- Solving Internet access problems
- Solving software problems
- System backup and recovery
- POST error messages and diagnostic front panel LEDs and audible codes
- Password security and resetting CMOS
- Power cord set requirements
- Statement of Volatility
- Specifications
- Index
HP 400 G2 User Manual
Displayed below is the user manual for 400 G2 by HP which is a product in the All-in-One PCs/Workstations category. This manual has pages.
Related Manuals
Maintenance & Service Guide
HP ProOne 400 G2 20 inch All-in-One
HP ProOne 460 G2 20 inch All-in-One
HP ProOne 480 G2 20 inch All-in-One
© Copyright 2015 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: November 2015
Document Part Number: 822855-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
About This Book
WARNING! Text set o in this manner indicates that failure to follow directions could result in bodily harm or
loss of life.
CAUTION: Text set o in this manner indicates that failure to follow directions could result in damage to
equipment or loss of information.
NOTE: Text set o in this manner provides important supplemental information.
iii
iv About This Book
Table of contents
1 Product features ........................................................................................................................................... 1
Overview ................................................................................................................................................................ 1
Front components .................................................................................................................................................. 2
Side components ................................................................................................................................................... 3
Rear components ................................................................................................................................................... 4
Internal components ............................................................................................................................................. 5
Labels ..................................................................................................................................................................... 6
2 Illustrated parts catalog ................................................................................................................................ 7
System parts .......................................................................................................................................................... 7
Misc parts ............................................................................................................................................................... 8
Mass storage devices ........................................................................................................................................... 10
Processors and memory modules ....................................................................................................................... 11
Cables ................................................................................................................................................................... 12
Keyboards and mice ............................................................................................................................................. 13
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 14
Electrostatic discharge information .................................................................................................................... 14
Generating static ............................................................................................................................... 15
Preventing electrostatic damage to equipment ............................................................................... 15
Personal grounding methods and equipment .................................................................................. 16
Grounding the work area ................................................................................................................... 16
Recommended materials and equipment ........................................................................................ 16
Operating guidelines ........................................................................................................................................... 17
Routine care ......................................................................................................................................................... 17
General cleaning safety precautions ................................................................................................ 17
Cleaning the Computer Case ............................................................................................................. 18
Cleaning the keyboard ....................................................................................................................... 18
Cleaning the monitor ......................................................................................................................... 18
Cleaning the mouse ........................................................................................................................... 19
Service considerations ......................................................................................................................................... 19
Tools and software Requirements .................................................................................................... 19
Screws ............................................................................................................................................... 19
Cables and connectors ...................................................................................................................... 19
Hard Drives ........................................................................................................................................ 19
Lithium coin cell battery .................................................................................................................... 20
v
SATA hard drive cables ......................................................................................................................................... 21
SATA data cable ................................................................................................................................. 21
Cable management .............................................................................................................................................. 21
4 Removal and Replacement Procedures .......................................................................................................... 22
Preparing to disassemble the computer ............................................................................................................. 22
Rear port cover .................................................................................................................................................... 23
Attaching and removing a stand ......................................................................................................................... 24
Recline stand ..................................................................................................................................... 24
Attaching a recline stand ................................................................................................ 24
Removing a recline stand ............................................................................................... 24
Adjustable-height stand ................................................................................................................... 25
Attaching an adjustable-height stand ............................................................................ 25
Removing an adjustable-height stand ........................................................................... 26
Easel stand ........................................................................................................................................ 26
Attaching an easel stand ................................................................................................ 26
Removing an easel stand ................................................................................................ 27
Access panel ......................................................................................................................................................... 28
Drives ................................................................................................................................................................... 29
Replacing a hard disc drive ................................................................................................................ 29
Removing a 2.5-inch hard disc drive .............................................................................. 30
Installing a 2.5-inch hard disc drive ................................................................................ 31
Replacing the optical drive ................................................................................................................ 31
Converter board ................................................................................................................................................... 33
Top trim ................................................................................................................................................................ 34
Webcam module .................................................................................................................................................. 35
System board (EMI) shield ................................................................................................................................... 37
Memory ................................................................................................................................................................ 38
Battery ................................................................................................................................................................. 41
WLAN module ...................................................................................................................................................... 43
Antennas .............................................................................................................................................................. 45
Heat sink .............................................................................................................................................................. 46
Processor ............................................................................................................................................................. 47
System board ....................................................................................................................................................... 49
System board callouts ......................................................................................................................................... 51
System board callouts ....................................................................................................................... 51
Serial/PS2 board .................................................................................................................................................. 52
Speakers .............................................................................................................................................................. 54
VESA mounting bracket ....................................................................................................................................... 55
Drive cable ........................................................................................................................................................... 56
Power connector .................................................................................................................................................. 57
vi
Fan assembly ....................................................................................................................................................... 59
Right trim ............................................................................................................................................................. 60
Left trim ............................................................................................................................................................... 62
Rear I/O cover and bottom trim ........................................................................................................................... 64
Display panel, non-touch ..................................................................................................................................... 65
Display panel, touch ............................................................................................................................................ 68
5 Computer Setup (F10) Utility ........................................................................................................................ 71
Computer Setup (F10) Utilities ............................................................................................................................ 71
Using Computer Setup (F10) Utilities ................................................................................................ 71
Computer Setup–Main ....................................................................................................................... 73
Computer Setup—Security ............................................................................................................... 75
Computer Setup—Advanced ............................................................................................................. 77
Recovering the Conguration Settings ............................................................................................................... 82
6 Using HP PC Hardware Diagnostics (UEFI) ....................................................................................................... 83
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................... 83
7 Troubleshooting without diagnostics ............................................................................................................ 85
Safety and comfort .............................................................................................................................................. 85
Before you call for technical support .................................................................................................................. 85
Helpful hints ........................................................................................................................................................ 86
Solving general problems .................................................................................................................................... 87
Solving power problems ...................................................................................................................................... 91
Solving hard drive problems ................................................................................................................................ 92
Solving media card reader problems ................................................................................................................... 94
Solving display problems .................................................................................................................................... 95
Solving audio problems ..................................................................................................................................... 100
Solving printer problems ................................................................................................................................... 102
Solving keyboard and mouse problems ............................................................................................................ 103
Solving Hardware Installation Problems ........................................................................................................... 105
Solving Network Problems ................................................................................................................................ 106
Solving memory problems ................................................................................................................................ 109
Solving CD-ROM and DVD problems .................................................................................................................. 110
Solving USB ash drive problems ..................................................................................................................... 113
Solving front panel component problems ........................................................................................................ 114
Solving Internet access problems ..................................................................................................................... 114
Solving software problems ............................................................................................................................... 116
vii
8 System backup and recovery ...................................................................................................................... 117
Backing up, restoring, and recovering in Windows 10 ...................................................................................... 117
Creating recovery media and backups ............................................................................................ 117
Creating HP Recovery media (select products only) .................................................... 117
Using Windows tools ....................................................................................................................... 119
Restore and recovery ...................................................................................................................... 119
Recovering using HP Recovery Manager ...................................................................... 119
What you need to know before you get started ........................................ 119
Using the HP Recovery partition (select products only) ............................ 120
Using HP Recovery media to recover ......................................................... 120
Changing the computer boot order ............................................................ 121
Removing the HP Recovery partition (select products only) ..................... 121
Backing up, restoring, and recovering in Windows 8.1 or Windows 8 .............................................................. 121
Creating recovery media and backups ............................................................................................ 121
Restoring and recovering using Windows tools ............................................................................. 122
Using Reset when the system is not responding ......................................................... 122
Recovery using the Windows recovery USB ash drive ............................................... 123
Recovery using Windows operating system media (purchased separately) ............... 123
Backing up, restoring, and recovering in Windows 7 ........................................................................................ 123
Creating recovery media ................................................................................................................. 124
Creating recovery media using HP Recovery Manager (select models only) ............... 124
Creating recovery discs with HP Recovery Disc Creator (select models only) ............. 125
Creating recovery discs .............................................................................. 126
Backing up your information ........................................................................................ 126
System Restore ............................................................................................................................... 127
System Recovery ............................................................................................................................. 127
System Recovery when Windows is responding .......................................................... 127
System Recovery when Windows is not responding .................................................... 128
System Recovery using recovery media (select models only) ..................................... 128
Using HP Recovery Disc operating system discs (select models only) ........................ 129
9 POST error messages and diagnostic front panel LEDs and audible codes ....................................................... 131
POST numeric codes and text messages .......................................................................................................... 131
Interpreting system validation diagnostic front panel LEDs and audible codes .............................................. 136
10 Password security and resetting CMOS ...................................................................................................... 138
Resetting the password jumper ........................................................................................................................ 138
Clearing and resetting the BIOS ........................................................................................................................ 140
viii
Appendix A Power cord set requirements ....................................................................................................... 141
General requirements ........................................................................................................................................ 141
Japanese power cord requirements .................................................................................................................. 141
Country-specic requirements .......................................................................................................................... 142
Appendix B Statement of Volatility ................................................................................................................ 143
Appendix C Specications ............................................................................................................................. 144
Index ........................................................................................................................................................... 145
ix
x
Front components
Component Component
1 Dual microphone array (optional) 4 Webcam (optional)
2 Webcam activity LED (with optional webcam) 5 16:9 widescreen LED-backlit LCD display
3 Webcam privacy shutter slide switch 6 High-performance stereo speakers
CAUTION: Several well-known vulnerabilities exist when a computer is in the Sleep state. To prevent an unauthorized user from
accessing data on your computer, even encrypted data, HP recommends that you always initiate Hibernation instead of Sleep anytime
the computer will be out of your physical possession. This practice is particularly important when you travel with your computer.
2 Chapter 1 Product features
Side components
Component Component
1 Power button 6 Microphone/line in jack
2 hard disk drive activity LED 7 HP SD media card reader (optional)
3 USB 3.0 port, fast-charging 8 Optical disc drive eject button
4 USB 3.0 port 9 Optical disc drive activity LED
5 Headset/line out jack 10 Tray-load optical disc drive
Side components 3
Rear components
Component Component
1 Power cable retention loop 7 DisplayPort connector
2 Port cover security screw hole 8 (2) USB 3.0 ports
3 Serial port (optional) 9 (2) USB 2.0 ports with wake-up functionality
4 PS/2 keyboard connector (optional) 10 RJ-45 Gigabit Ethernet port
5 PS/2 mouse connector (optional) 11 Stereo audio line out
6 Power connector
4 Chapter 1 Product features
Internal components
Component Component
1 Optical disc drive 3 Memory
2 hard disk drive 4 RTC Battery
Internal components 5
Labels
The labels axed 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 axed to the bottom of
the computer.
1. Microsoft® Certicate of Authenticity label (select models only prior to Windows 8)—Contains the
Windows Product Key. You may need the Product Key to update or troubleshoot the operating system.
HP platforms preinstalled with Windows 8 or later do not have the physical label, but have a Digital
Product Key electronically installed.
NOTE: This Digital Product Key is automatically recognized and activated by Microsoft Operating
Systems on a reinstall of the Windows 8 or Windows 8.1 operating system with HP-approved recovery
methods.
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) Serial number
(2) Product number
(3) Warranty period
3. Serial number label
6 Chapter 1 Product features
2 Illustrated parts catalog
Component appearance may vary.
System parts
Item Description
(1) Front bezel (for use in non-touch models)
(2) Rear cover (main)
(3) Rear port cover
(4) Rubber feet (right and left)
Panel/trim kit, includes
(5) Top trim
(6) Left side trim
(7) Right side trim
(8) Rear I/O cover and bottom trim
*Optical drive bezel blank (for use in models without an optical drive)
System parts 7
Item Description
*Stands
Adjustment Height Stand
Easel Stand
Recline Stand
*VESA cover (for use in models with out a stand)
Misc parts
8 Chapter 2 Illustrated parts catalog
Item Description
(1) System board
(2) Converter board
(3) Serial port and PS/2 connector board
(4) Optical drive (includes latch)
DVD±RW drive
DVD-ROM drive
(5) Webcam module
For use in touch models
For use in non-touch models
(6) Fan
(7) Heat sink (thermal module) (includes replacement thermal material)
Display panel
(8) Non-touch
Touch
(9) Speakers (left and right)
*Power supply
120W
90W
*WLAN modules
Intel Dual Band Wireless-AC 7265 NV
HP WLAN 802.11 a/b/g/n + Bluetooth 4.0
*Mylar cover (for use in models without speakers)
*Card reader cover
*Hard drive isolation grommets
*Webcam shutter blank (for use in models without a webcam)
*HP Executive Capacitive Stylus
*HP ultraslim keyed cable lock
Misc parts 9
Mass storage devices
Description
Optical drive (does not include bezel)
DVD±RW drive
DVD-ROM drive
Hard drive
2 TB, 5400 rpm
1 TB, hybrid SSD drive
1 TB, 7200 rpm
500 GB, 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 (not illustrated)
512-GB solid-state drive, TLC
256-GB solid-state drive, OPAL 2.0, self-encrypting (SED)
256-GB solid-state drive
256-GB solid-state drive, 3D, NAND
180-GB solid-state drive
180-GB solid-state drive, OPAL 2.0, MLC
128-GB solid-state drive, OPAL 2.0, self-encrypting (SED)
128-GB solid-state drive
128-GB solid-state drive, 3D, NAND (EliteOne 800 and ProOne 600 models)
120-GB solid-state drive
120-GB solid-state drive, OPAL 2.0, MLC
10 Chapter 2 Illustrated parts catalog
Processors and memory modules
Description
Memory modules (SODIMM; PC4-17000)
16-GB
8-GB
4-GB
Intel Processors (include replacement thermal material)
Intel Core i7-6700 (3.4-GHz)
Intel Core i7-6700T (2.8-GHz)
Intel Core i5-6600 (3.3-GHz)
Intel Core i5-6600T (2.7-GHz)
Intel Core i5-6500 (3.2-GHz)
Intel Core i5-6500T (2.5-GHz)
Intel Core i3-6320 (3.9-GHz)
Intel Core i3-6300 (3.8-GHz)
Intel Core i3-6300T (3.3-GHz)
Intel Core i3-6100 (3.7-GHz)
Intel Core i3-6100T (3.2-GHz)
Intel Pentium G4520 (3.6-GHz)
Intel Pentium G4500 (3.5-GHz)
Intel Pentium G4500T (3.0-GHz)
Intel Pentium G4400 (3.3-GHz)
Intel Pentium G4400T (2.9-GHz)
Intel Celeron G3920 (2.9-GHz)
Intel Celeron G3900 (2.8-GHz)
Intel Celeron G3900T (2.6-GHz)
Processors and memory modules 11
Cables
Item Description
(1) Backlight cable
(2) Serial port cable
(3) Hard drive + optical drive SATA data cable
(4) Power connector cable
*Touch control cable
*Antenna cable
*Converter board cable
*LVDS (display) cable
*Webcam cable
*DisplayPort cable
*Adapter, DisplayPort to VGA
*Adapter, DisplayPort to DVI
*Adapter, DisplayPort to HDMI 1.4
12 Chapter 2 Illustrated parts catalog
Keyboards and mice
Description
Keyboard
USB
USB, slim
Washable
Smartcard
Conferencing
Wireless with mouse
PS/2
PS/2, slim
Mouse
Wireless
Washable
Hardened
USB, optical
PS/2, optical
USB, laser
Keyboards and mice 13
3 Routine care, SATA drive guidelines, and
disassembly preparation
This chapter provides general service information for the computer. Adherence to the procedures and
precautions described in this chapter is essential for proper service.
CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system
board. You must disconnect the power cord from the power source before opening the computer to prevent
system board or component damage.
Electrostatic discharge information
A sudden discharge of static electricity from your nger 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 aected 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.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Generating static
The following table shows that:
●Dierent activities generate dierent amounts of static electricity.
●Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs from plastic tube
7,500 V
3,000 V
400 V
400 V
15,000 V
5,000 V
800 V
700 V
35,000 V
12,000 V
6,000 V
2,000 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.
●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.
Electrostatic discharge information 15
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●Wrist straps are exible 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 t 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 oors or dissipative oor 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
Carbon-loaded plastic
Metallized laminate
1,500
7,500
15,000
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 o power and input signals before inserting and removing connectors or test equipment.
●Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
●Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
●Use eld 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
●Conductive foam
●Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance
●Static-dissipative table or oor mats with hard tie to ground
●Field service kits
●Static awareness labels
●Wrist straps and footwear straps providing one-megohm +/- 10% resistance
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●Material handling packages
●Conductive plastic bags
●Conductive plastic tubes
●Conductive tote boxes
●Opaque shielding bags
●Transparent metallized shielding bags
●Transparent shielding tubes
Operating guidelines
To prevent overheating and to help prolong the life of the computer:
●Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold.
●Operate the computer on a sturdy, level surface. Leave a 10.2-cm (4-inch) clearance on all vented sides
of the computer and above the monitor to permit the required airow.
●Never restrict the airow 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 airow.
●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 airow. Be sure to unplug the computer before cleaning the air vents.
●Never operate the computer with the cover or side panel removed.
●Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s re-circulated or preheated air.
●If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed above will still apply.
●Keep liquids away from the computer and keyboard.
●Never cover the ventilation slots on the monitor with any type of material.
●Install or enable power management functions of the operating system or other software, including
sleep states.
Routine care
General cleaning safety precautions
1. Never use solvents or ammable solutions to clean the computer.
2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
3. Always unplug the computer when cleaning with liquids or damp cloths.
4. Always unplug the computer before cleaning the keyboard, mouse, or air vents.
5. Disconnect the keyboard before cleaning it.
6. Wear safety glasses equipped with side shields when cleaning the keyboard.
Operating guidelines 17
Cleaning the Computer Case
Follow all safety precautions in General cleaning safety precautions on page 17 before cleaning the computer.
To clean the computer case, follow the procedures described below:
●To remove light stains or dirt, use plain water with a clean, lint-free cloth or swab.
●For stronger stains, use a mild dishwashing liquid diluted with water. Rinse well by wiping it with a cloth
or swab dampened with clear water.
●For stubborn stains, use isopropyl (rubbing) alcohol. No rinsing is needed as the alcohol will evaporate
quickly and not leave a residue.
●After cleaning, always wipe the unit with a clean, lint-free cloth.
●Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and
limit the airow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 17 before cleaning the keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the Computer
Case on page 18.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 17
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
●If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is
available through many electronic supply outlets.
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard may not function properly.
●Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be
careful not to wipe away lubricants necessary for proper key functions. Use tweezers to remove any
bers or dirt in conned areas. Allow the parts to air dry before reassembly.
Cleaning the monitor
●Wipe the monitor screen with a clean cloth moistened with water or with a towelette designed for
cleaning monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into the
housing and damage a component. Never use solvents or ammable liquids on the monitor.
●To clean the monitor body follow the procedures in Cleaning the Computer Case on page 18.
18 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned o.
●Clean the mouse ball by rst removing the retaining plate and the ball from the housing. Pull out any
debris from the ball socket and wipe the ball with a clean, dry cloth before reassembly.
●To clean the mouse body, follow the procedures in Cleaning the Computer Case on page 18.
Service considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Tools and software Requirements
To service the computer, you need the following:
●Torx T-15 screwdriver
●Torx T-15 screwdriver with small diameter shank (for certain front bezel removal)
●Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●Phillips #2 screwdriver
●Diagnostics software
●Tamper-resistant T-15 wrench
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads and may
be of dierent 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 nish. U.S. screws have a silver nish 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 at, exible 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.
Service considerations 19
●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 o 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
Electrostatic discharge information on page 14
●Do not use excessive force when inserting a drive.
●Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic elds
such as monitors or speakers.
Lithium coin cell battery
The battery that comes with the computer provides power to the real-time clock and has a minimum lifetime
of about three years.
See the appropriate removal and replacement chapter for the chassis you are working on in this guide for
instructions on the replacement procedures.
WARNING! This computer contains a lithium battery. There is a risk of re and chemical burn if the battery is
handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in water or re, 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.
20 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
SATA hard drive cables
SATA data cable
Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s
drives.
Current HP desktop products ship with SATA 6.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overexed. Never crease a SATA data cable and never bend it
tighter than a 30 mm (1.18 in) radius.
The SATA data cable is a thin, 7-pin cable designed to transmit data for only a single drive.
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 at ribbon cable, never fold to a sharp crease. Sharp creases may damage the wires.
●Some at ribbon cables come prefolded. Never change the folds on these cables.
●Do not bend any cable sharply. A sharp bend can break the internal wires.
●Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.
●Never crease a SATA data cable.
●Do not rely on components like the drive cage, power supply, or computer cover to push cables down
into the chassis. Always position the cables to lay properly by themselves.
SATA hard drive cables 21
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 at 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.
22 Chapter 4 Removal and Replacement Procedures
Rear port cover
1. Place the computer face down on a soft at surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the bezel and screen surface from scratches or other damage.
2. If the security lock screw is secured, unscrew it with a T15 tamper-resistant Torx security screwdriver.
3. Press the two tabs toward each other to disengage the port cover from the chassis (1).
4. Pull the port cover toward the bottom and o the computer (2).
Rear port cover 23
Attaching and removing a stand
Three stands are available for the computer:
●Recline stand
●Adjustable-height stand
●Easel stand
Recline stand
Attaching a recline stand
To install the stand:
1. Place the computer face down on a soft at surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the bezel and screen surface from scratches or other damage.
2. Engage the hooks in the top of the stand in the two large holes in the upper part of the back of the
computer (1).
3. Lower the stand onto the computer and press down until it clicks into place (2).
Removing a recline stand
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Press the release latch under the stand (1).
24 Chapter 4 Removal and Replacement Procedures
4. Lift the stand up (2), and then pull the stand hooks out of the computer (3).
Adjustable-height stand
Attaching an adjustable-height stand
To install the stand:
1. Place the computer face down on a soft at surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the bezel and screen surface from scratches or other damage.
2. Engage the hooks in the top of the stand in the two large holes in the upper part of the back of the
computer (1).
3. Lower the stand onto the computer (2) and press down until it clicks into place (3).
Attaching and removing a stand 25
Removing an adjustable-height stand
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
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).
Easel stand
Attaching an easel stand
To install the stand:
1. Place the computer face down on a soft at surface. HP recommends that you set down a blanket, towel,
or other soft cloth to protect the bezel and screen surface from scratches or other damage.
2. Engage the hooks in the top of the stand in the two large holes in the upper part of the back of the
computer (1).
26 Chapter 4 Removal and Replacement Procedures
3. Lower the stand onto the computer and press down until it clicks into place (2).
Removing an easel stand
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
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).
Attaching and removing a stand 27
Access panel
The computer has one main rear access panel that allows access to internal components. Two screws secure
the access panel.
To remove the access panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Use a at blade or Torx screwdriver to turn the access panel screws one quarter turn to the left to
release the access panel.
5. Lift the access panel o the computer.
To replace the access panel, reverse the removal procedures.
28 Chapter 4 Removal and Replacement Procedures
Drives
Description
Optical drive (does not include bezel)
DVD±RW drive
DVD-ROM drive
Hard drive
2 TB, 5400 rpm
1 TB, hybrid SSD drive
1 TB, 7200 rpm
500 GB, 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 (not illustrated)
512-GB solid-state drive, TLC
256-GB solid-state drive, OPAL 2.0, self-encrypting (SED)
256-GB solid-state drive
256-GB solid-state drive, 3D, NAND
180-GB solid-state drive
180-GB solid-state drive, OPAL 2.0, MLC
128-GB solid-state drive, OPAL 2.0, self-encrypting (SED)
128-GB solid-state drive
128-GB solid-state drive, 3D, NAND (EliteOne 800 and ProOne 600 models)
120-GB solid-state drive
120-GB solid-state drive, OPAL 2.0, MLC
Replacing a hard disc drive
The hard disk drive is located on the left side of the computer.
One 2.5 inch primary hard disk drive (HDD) is installed in the computer. Some models may have a secondary
2.5 inch hard drive installed on top of the optical disc drive (ODD).
●Removing a 2.5-inch hard disc drive
●Installing a 2.5-inch hard disc drive
Drives 29
Removing a 2.5-inch hard disc drive
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Disconnect the power and data cables from the hard drive.
6. Pull the hard drive cage latch away from the 2.5 inch hard drive to release the drive (1).
7. Slide the hard drive toward the latch and lift the hard drive out of the drive cage (2).
8. 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.
9. Remove the 2.5-inch hard disc drive(s) from the cage.
For instructions on installing a hard disc drive, see Installing a 2.5-inch hard disc drive on page 31.
30 Chapter 4 Removal and Replacement Procedures
Installing a 2.5-inch hard disc drive
1. Fasten four mounting screws with grommets onto the 2.5 inch hard drive.
2. Position the 2.5 inch drive above the drive cage with the connectors facing the power and data cables
next to the drive cage.
3. Place the 2.5 inch hard drive into the drive cage and slide it toward the cables until the cage snaps into
place.
4. Connect the power and data cables to the hard drive.
Replacing the optical drive
The optical drive is located beneath the lower hard drive on the left side of the computer. The green latch
comes with the drive.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
Drives 31
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the hard drive (see Removing a 2.5-inch hard disc drive on page 30).
6. Push and hold the tab (1) while pushing in the latch (2) at the back of the optical drive enclosure and
slide the drive (3) out of the chassis.
7. Align the new optical drive with the opening in the side of the computer. Push the drive in rmly until it
snaps into place.
NOTE: The optical drive can be installed in only one way.
32 Chapter 4 Removal and Replacement Procedures
Converter board
The converter board is located on the left side of the computer (viewed from behind) under the main rear
cover. It is secured with two Torx screws and has two connectors.
Use the same converter spare part for all display panels.
NOTE: When replacing the converter board, be sure to use the matching backlight cable for the panel.
To remove the converter board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Disconnect the two cables from the board (1).
NOTE: Be careful not to damage the cables when disconnecting them from the board. Do not pull on
the wires.
6. Remove the two Torx screws (2) that secure the board to the computer.
7. Lift the converter board from the computer.
To install the converter board, reverse the removal procedures.
Converter board 33
Top trim
The top trim is located along the top of the computer.
To remove the top trim:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the ve Torx screws that secure the trim to the computer.
6. Rotate the bottom of the trim up and o the computer.
To install the top trim, reverse the removal procedures.
34 Chapter 4 Removal and Replacement Procedures
Webcam module
On products that ship with a webcam module, the module is located at the top of the computer beneath the
top trim. It is housed in a metal bracket that is secured with two Phillips screws. The webcam module has one
connector.
To remove the webcam module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the top trim (see Top trim on page 34).
6. Disconnect the cable from the webcam module (1).
7. Remove the two Torx screws (2) that secure the webcam module bracket to the computer.
8. Remove the webcam from the computer.
Webcam module 35
9. If you need to install a shutter blank into the webcam slot, see the following images for webcam
components and an illustration of an installed shutter blank.
To install a webcam module, reverse the removal procedures.
36 Chapter 4 Removal and Replacement Procedures
System board (EMI) shield
The system board shield covers the system board. A latch holds the shield in place. Four screws secure the
shield.
To remove the system board shield:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the four screws securing the electromagnetic interference (EMI) shield to the chassis.
6. Push the EMI shield latch toward the center of the computer (1) to release the EMI shield, and then lift
the shield o the computer (2).
To install the system board shield, reverse the removal procedures.
System board (EMI) shield 37
Memory
Description
16-GB
8-GB
4-GB
The computer comes with small outline dual inline memory modules (SODIMMs).
The memory sockets on the system board can be populated with up to two industry-standard SODIMMs.
These memory sockets are populated with at least one preinstalled SODIMM.
For proper system operation, the SODIMMs must meet the following qualications:
SODIMM 1.35 volt DDR3L-SDRAM SODIMMs
Compliance unbuered non-ECC PC4-17000 DDR4-2133 MHz-compliant
Pins industry-standard 260 pin containing the mandatory Joint Electronic Device Engineering
Council (JEDEC) specication
Support support CAS latency 11 DDR4 2133 MHz (11-11-11 timing)
Slots 2
Maximum Memory 32 GB
Supported 1 Gbit, 2 Gbit, and 4 Gbit non-ECC memory technologies single-sided and double-sided
SODIMMs
Note The system will not operate properly if you install unsupported SODIMM memory.
SODIMMs constructed with x8 and x16 SDRAMs are supported; SODIMMs constructed
with x4 SDRAMS are not supported.
HP oers 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 ex mode, depending
on how the SODIMMs are installed. Refer to the following table to identify the SODIMM channel locations.
Location System board label Channel
Lower Socket SODIMM1 Channel B
Upper Socket SODIMM3 Channel A
●The system will operate in single channel mode if the SODIMM sockets are populated in one channel
only.
●The system will operate in ex mode if the memory capacity of the SODIMM in Channel A is not equal to
the memory capacity of the SODIMM in Channel B. In ex 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.
38 Chapter 4 Removal and Replacement Procedures
●The system will operate in a higher-performing dual channel mode if the memory capacity of the
SODIMM in Channel A is equal to the memory capacity of the SODIMM in Channel B.
●In any mode, the maximum operational speed is determined by the slowest SODIMM in the system.
To remove a memory module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. To remove a memory module, press outward on the two latches on each side of the SODIMM (1), then
pull the SODIMM out of the socket (2).
7. To install a memory module, slide the SODIMM into the socket at approximately a 30° angle (1), then
press the SODIMM down (2) so that the latches lock it in place.
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
Memory 39
8. Be sure that the cables around the system board (EMI) shield are out of the way and will not be pinched
by the EMI shield.
The computer automatically recognizes the additional memory when you turn on the computer.
40 Chapter 4 Removal and Replacement Procedures
Battery
The battery is located in the memory compartment. 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 re 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 re 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 briey 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
batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. 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).
Battery 41
7. Be sure that the cables around the electromagnetic interference shield are out of the way and will not be
pinched by the system board (EMI) shield.
42 Chapter 4 Removal and Replacement Procedures
WLAN module
Description
Intel Dual Band Wireless-AC 7265 NV
HP WLAN 802.11 a/b/g/n + Bluetooth 4.0
The WLAN module is located on the system board above the memory modules. The WLAN module is secured
with one Phillips screw and has two connected antennas.
NOTE: The procedure to replace the WLAN module must be performed by an HP technician.
To remove the WLAN module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Disconnect the antenna cables from the module (1).
7. Remove the Phillips screw (2) that secures the module to the computer.
WLAN module 43
8. 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.
44 Chapter 4 Removal and Replacement Procedures
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.
To remove the antennas:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the access panel (see Access panel on page 28).
3. Remove the system board shield (see System board (EMI) shield on page 37).
4. Remove the top trim (see Top trim on page 34).
5. Disconnect the antennas from the WLAN module (1).
6. Peel the transceivers o the frame (2).
7. Note the routing path for each antenna for replacement (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 45
Heat sink
Heat sink appearance varies based on processor type and graphics memory.
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. In the order indicated on the heat sink, loosen the silver captive Torx screws.
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.
7. Lift the heat sink out of the computer.
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.
46 Chapter 4 Removal and Replacement Procedures
Processor
Description
Intel Core i7-6700 (3.4-GHz)
Intel Core i7-6700T (2.8-GHz)
Intel Core i5-6600 (3.3-GHz)
Intel Core i5-6600T (2.7-GHz)
Intel Core i5-6500 (3.2-GHz)
Intel Core i5-6500T (2.5-GHz)
Intel Core i3-6320 (3.9-GHz)
Intel Core i3-6300 (3.8-GHz)
Intel Core i3-6300T (3.3-GHz)
Intel Core i3-6100 (3.7-GHz)
Intel Core i3-6100T (3.2-GHz)
Intel Pentium G4520 (3.6-GHz)
Intel Pentium G4500 (3.5-GHz)
Intel Pentium G4500T (3.0-GHz)
Intel Pentium G4400 (3.3-GHz)
Intel Pentium G4400T (2.9-GHz)
Intel Celeron G3920 (2.9-GHz)
Intel Celeron G3900 (2.8-GHz)
Intel Celeron G3900T (2.6-GHz)
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the heat sink (see Heat sink on page 46).
7. Rotate the locking lever to its full open position (1).
Processor 47
8. 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
Web at: http://www.hp.com.
48 Chapter 4 Removal and Replacement Procedures
System board
The system board is secured with a a total of ten Torx screws. Two of the screws also secure the removable
side bracket, and two other screws secure the I/O bracket.
To remove the system board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the memory modules (see Memory on page 38).
7. Remove the WLAN module (see WLAN module on page 43).
8. Remove the heat sink (see Heat sink on page 46).
9. Remove the processor (see Processor on page 47).
10. Disconnect all cables from the system board, noting their location for reinstallation.
11. Remove the eight Torx screws that secure the system board to the computer.
12. Rotate the bracket o the right side of the system board.
13. Position the cables on the side of the board out of the way so you can freely slide the board out of the
computer.
14. Lift the system board up and out of the computer.
To install the system board, reverse the removal procedures.
System board 49
Replace the thermal pad below the system board.
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the aected computer.
Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate
the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the
screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again press
Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Main > Set Machine Unique Data.
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the elds listed. If the feature byte has data or is not editable, then it was not cleared and cannot be
edited.
System ID Setup Page
Setup Field Name Comment Label
Product Name Enter the Model name/number or marketing name. Flexbuild
Serial Number Enter the Serial Number of Unit. Support
SKU Number Enter the SKU or Product Number including Localization Code. Support
Asset Tag Enter the 18-byte identier assigned to the computer. Support
Feature Byte Enter the Feature Byte string. The feature byte string is case sensitive.
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.
Flexbuild
Build ID The Build ID of the unit. Flexbuild
50 Chapter 4 Removal and Replacement Procedures
System board callouts
System board callouts
Sys Bd Label Color Component Sys Bd Label Color Component
CHFAN Black Fan connector SSD Black M.2 SSD drive
WLAN Black WLAN module PWR White Main power
PROCESSOR Black Processor socket SATA1 Light blue Second hard drive
DIMM3 Black Memory module SATA0 Dark blue Hard drive
DIMM1 Black Memory module SATAPWR0 White Hard drive power
SPKR Black Speaker EXT Black PS2/serial board
BATTERY Black RTC battery LVDS Black Display connector
CMOS Yellow Reset CMOS TOUCH White Touch screen
PSWD Green Clear system passwords WEBCAM White Webcam connector
DPCONV Black Converter board
System board callouts 51
Serial/PS2 board
The serial/PS2 board is located to the left of the rear I/O panel. It is secured with two screws and has one
connected cable.
To remove the serial/PS2 board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the rear I/O panel (see Rear I/O cover and bottom trim on page 64).
6. Disconnect the cable (1) from the board.
52 Chapter 4 Removal and Replacement Procedures
7. Remove the two Torx screws (2) that secure the board, and then rotate the board up and remove it from
the computer (3).
8. Remove the serial/PS2 board from the computer.
To install the serial/PS2 board, reverse the removal procedures.
Serial/PS2 board 53
Speakers
The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx
screws.
To remove the speakers:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the rear I/O panel (see Rear I/O cover and bottom trim on page 64).
7. Disconnect the speaker cable from the system board (1).
8. Remove two Torx screws (2) that secure each speaker to the computer.
9. Remove speaker cable from the clips and routing path built into the chassis (3).
10. 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.
54 Chapter 4 Removal and Replacement Procedures
VESA mounting bracket
The VESA mounting bracket is located under the stand.
To remove the VESA mounting bracket:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the cables that are routing along the top and left side of the mounting bracket.
7. Remove the ve Torx screws, and then remove the bracket from the computer.
To replace the VESA mounting bracket, reverse the removal procedures.
VESA mounting bracket 55
Drive cable
The drive cable includes connectors for the optical drive and hard drive, as well as three cables that connect to
the system board..
To remove the drive cable:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the VESA bracket (see VESA mounting bracket on page 55).
7. Remove the two screws (1) that secure the optical drive connector to the computer.
8. Remove the cables from the clips built into the computer (2).
9. Disconnect the cables from the system board connectors (3).
56 Chapter 4 Removal and Replacement Procedures
Power connector
The power connector is located in the middle of the computer under the VESA mounting plate.
To remove the power connector:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the VESA mounting bracket (see VESA mounting bracket on page 55).
7. Disconnect the power cable from the system board connector (1).
Power connector 57
8. Remove the two Torx screws (2) that secure the connector and then remove the connector and cable
from the computer (2).
To install the power connector, reverse the removal procedures.
58 Chapter 4 Removal and Replacement Procedures
Fan assembly
The fan assembly is located partially under the VESA mounting bracket and is secured with four Torx screws.
To remove the fan assembly:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the system board shield (see System board (EMI) shield on page 37).
6. Remove the VESA mounting bracket (see VESA mounting bracket on page 55).
7. Disconnect the fan cables from the system board (1).
8. Remove the three Torx screws that secure the fan to the computer (2).
9. Remove the fan from the computer.
To install the fan assembly, reverse the removal procedures.
Fan assembly 59
Right trim
To remove the right trim:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the optical drive (see Replacing the optical drive on page 31).
6. Remove the top trim (see Top trim on page 34).
60 Chapter 4 Removal and Replacement Procedures
7. Remove the four Torx screws that secure the right trim to the computer, and then rotate the trim away
from the computer to remove.
To install the right trim, reverse the removal procedures.
Right trim 61
Left trim
To remove the left trim:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the top trim (see Top trim on page 34).
6. Remove the system board shield (see System board (EMI) shield on page 37).
7. Remove the heat sink (see Heat sink on page 46).
8. Remove the two Phillips screws that secure the left trim to the computer.
62 Chapter 4 Removal and Replacement Procedures
9. Rotate the trim o the computer.
To install the left trim, reverse the removal procedures.
Left trim 63
Rear I/O cover and bottom trim
The rear I/O cover and bottom trim is located below the stand on the bottom rear of the computer. It is
secured with two screws.
To remove the rear I/O cover and bottom trim:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the access panel (see Access panel on page 28).
3. Remove the rear port cover (see Rear port cover on page 23).
4. Remove the stand (see Attaching and removing a stand on page 24).
5. Remove the serial/PS2 board (see Serial/PS2 board on page 52).
6. Remove the top trim (see Top trim on page 34).
7. Remove the left trim (see Left trim on page 62).
8. Remove the right trim (see Right trim on page 60).
9. Remove the two screws (1) that secure each foot to the computer, and then remove the feet (2).
NOTE: The left foot is shown in the following image.
10. Remove the two screws (2) that secure the rear I/O panel and bottom trim, and then rotate it o the
computer (3).
NOTE: Callout (1) in the following image shows the location of the screws that secure the feet.
To replace the rear I/O panel, reverse the removal procedures.
64 Chapter 4 Removal and Replacement Procedures
Display panel, non-touch
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.
To remove the display panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the optical drive (see Replacing the optical drive on page 31).
6. Remove the system board shield (see System board (EMI) shield on page 37).
7. Remove the heat sink (see Heat sink on page 46).
8. Remove the speakers (see Speakers on page 54).
9. Remove the top trim (see Top trim on page 34).
10. Remove the right trim (see Right trim on page 60).
11. Remove the rear I/O cover and bottom trim (see Rear I/O cover and bottom trim on page 64).
12. To separate the bezel from the main frame, remove the two Torx screws that secure the bezel to the
frame (1).
13. Disengage the tabs along the sides that secure the bezel to the frame. Tabs are as follows:
(2) 5 tabs along the left side
(3) 6 tabs along the top
(4) 3 tabs on the right side (1 tab under system board (5))
14. Remove the speaker wire from the routing path on the bottom of the bezel (5).
Display panel, non-touch 65
15. Separate the main frame from the bezel.
Tab location under system board:
16. To separate the display panel from the main frame:
a. Disconnect the backlight cable from the rear of the display panel .
b. Remove the three Torx screws from the frame (1).
66 Chapter 4 Removal and Replacement Procedures
c. Remove the Torx screw embedded in the system board (2).
d. Disconnect the display cable from the system board (3). Separate the display panel from the frame
while routing the display cable through the opening in the frame.
17. Disconnect the display cable from the connector on the display panel by pressing on the latches on each
side of the connector (1), and then pulling the cables from the connector (2).
18. If it is necessary to remove the brackets, remove the two screws from each bracket, and then remove
the brackets from the panels.
To install the display panel, reverse the removal procedures.
Display panel, non-touch 67
Display panel, touch
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: Touch sensor boards are spared with the touch panel spare part kit. Be sure to replace the
touch sensor board when replacing a touch display panel. You must install the latest touch drivers. Failure to
install the latest drivers could result in a loss of touch functionality. Go to www.hp.com/support to install the
latest drivers.
To remove the display panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 22).
2. Remove the rear port cover (see Rear port cover on page 23).
3. Remove the stand (see Attaching and removing a stand on page 24).
4. Remove the access panel (see Access panel on page 28).
5. Remove the optical drive (see Replacing the optical drive on page 31).
6. Remove the system board shield (see System board (EMI) shield on page 37).
7. Remove the VESA mounting bracket (see VESA mounting bracket on page 55).
8. Remove the fan (see Fan assembly on page 59).
9. Remove the top trim (see Top trim on page 34).
10. Remove the right trim (see Right trim on page 60).
11. Remove the rear I/O cover and bottom trim (see Rear I/O cover and bottom trim on page 64).
12. Disconnect the backlight cable from the rear of the display panel (1).
13. Remove the speaker wire from the routing path on the bottom of the bezel (2).
14. Remove the six Torx screws (3) that secure the bezel to the frame.
15. Disconnect the touch cable (4) from the rear of the display panel.
16. Disconnect the display cable (5) from the system board.
68 Chapter 4 Removal and Replacement Procedures
17. Disengage the tabs along the sides that secure the bezel to the frame. Tabs are as follows:
(6) 5 tabs along the left side
(7) 6 tabs along the top
(8) 2 tabs on the right side
CAUTION: Touch displays have two cables connected to them. Due to the short length of the touch
cable, you must disconnect it before you separate the display from the frame. Failure to do so may result
in damage to the connector on the display.
18. Separate the main frame from the bezel.
Display panel, touch 69
19. If necessary, disconnect the cables from the display. Removed display shown in the following image.
NOTE: Touch displays include the pre-tted brackets. There is no need to transfer the brackets from
the old display.
To install the display panel, reverse the removal procedures.
70 Chapter 4 Removal and Replacement Procedures
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 conguration, including settings for processor, graphics, memory, audio, storage,
communications, and input devices.
●Modify the boot order of bootable devices such as hard drives, optical drives, or USB ash media devices.
●(Windows 7 only) Establish an Ownership Tag, the text of which is displayed each time the system is
turned on or restarted.
●Enter the Asset Tag or property identication 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 dierent types of boot sources.
●Congure 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 conguration information on a USB device and restoring it
on one or more computers.
●Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
Using Computer Setup (F10) Utilities
Computer Setup can be accessed only by turning the computer on or restarting the system. To access the
Computer Setup Utilities menu, complete the following steps:
1. Turn on or restart the computer.
2. Repeatedly press F10 when the monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access dierent options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
3. A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
NOTE: Selecting UEFI Drivers restarts the computer into the 3rd party option ROM management
application. You can access this application directly by pressing F3 during startup.
Computer Setup (F10) Utilities 71
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 modied 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 o the computer only after exiting the F10
Setup screen.
72 Chapter 5 Computer Setup (F10) Utility
Computer Setup–Main
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-1 Computer Setup—Main
Option Description
System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if
Basic System Information is selected.
●Product name
●Installed memory size
●Processor type
●Processor cache size (L1/L2/L3)
●Processor speed
●MicroCode Revision
●Processor Stepping
●DIMM size (for each installed module)
●System BIOS version
●ME Firmware version (Intel only)
●Video BIOS version
●Super I/O Firmware version
●Born On Date
●Serial Number
●SKU number
●UUID (Universally Unique Identier)
●Asset Tracking Number
●Feature Byte
●Build ID
●Product Family
●System Board ID
●System Board CT
●Integrated MAC Address
System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced
Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform
the following functions:
●Memory Test
●Hard Drive Check
●Language
Update System BIOS Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a le located on the hard drive.
●‘Check HP.com for BIOS Updates’ or ‘Check the Network for BIOS Updates’
The string that appears here depends on the setting in ‘BIOS Update Preferences’.
Computer Setup (F10) Utilities 73
Table 5-1 Computer Setup—Main (continued)
●Lock BIOS Version
If this option is checked, the system is locked to the current BIOS version and updates are not
allowed.
●BIOS Update Preferences
Allows the administrator to select the source of network updates (www.hp.com or another network
server) and allows conguration of a periodic check for updates, including policies for:
■Check for updates and prompt the user to accept or reject the update at that time
■Check for updates and install all new versions
■Check for updates and install only new versions marked important
●Network Conguration Settings
●Update BIOS Using Local Media
Lets you access les 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 le to the correct location
on the hard drive or USB device.
System IDs Lets you set the following values:
●Asset Tracking Number
●Ownership Tag
Replicated Setup Backup current settings to USB device
Saves system conguration to a formatted USB ash media device.
Restore current settings from USB device
Restores system conguration from a USB ash media device.
Save Custom Defaults Saves the current system conguration 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 conguration settings to the computer after rebooting. Does not apply to
options in the Security menu.
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to current system conguration, exits Computer Setup, and reboots.
74 Chapter 5 Computer Setup (F10) Utility
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Security
Option Description
Set up BIOS
Administrator Password
Lets you set and enable a BIOS administrator password, which includes the following privileges:
●Manage other BIOS users
●Full access to BIOS policy and settings
●Unlock the computer when other BIOS users fail the preboot authentication.
NOTE: Creating a BIOS user disables the Fast Boot option.
NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and
make changes to certain plug and play settings under Windows.
Change BIOS
Administrator Password
(This selection is active
only if a BIOS
administrator password is
set.)
Lets you change the BIOS administrator password.
You must know the current password to be able to change it.
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 Conguration TPM Embedded Security
●TPM Device
Lets you set the Trusted Platform Module as available or hidden.
●TPM State
Select to enable the TPM.
●TPM Clear
Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned o. To
temporarily suspend TPM operations, turn the TPM o instead of clearing it.
CAUTION: Clearing the TPM resets it to factory defaults and turns it o. You will lose all created
keys and data protected by those keys.
BIOS Sure Start
●Verify Boot Block on every Boot
Select to check validity of boot block region each boot. If not selected, boot block region will be
validated on power cycles.
Computer Setup (F10) Utilities 75
Table 5-2 Computer Setup—Security (continued)
●Data Recovery Policy
Select ‘Automatic’ or ‘Manual’ to set data recovery policy. ‘Manual’ lets you select whether or not to
execute recovery of a corrupted region if it is detected.
Set Up BIOS Power-On
Password
Lets you set and enable a BIOS power-on password. The power-on password prompt appears after a
power cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Change BIOS Power-On
Password
(This selection is active
only if a BIOS power-on
password is set.)
Lets you change the BIOS power-on password.
You must know the current password to be able to change it.
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 rmware commands, no le
recovery program, partition recovery program, or other data recovery method will be able to extract data
from the drive.
Save/Restore MBR of the
system hard drive
NOTE: Windows 8.1 and 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.
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 modied the
MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved MBR if you
are condent that the current bootable disk's MBR has been corrupted or infected with a virus.
Smart Cover Cover Lock (Lock/Unlock)
76 Chapter 5 Computer Setup (F10) Utility
Table 5-2 Computer Setup—Security (continued)
Default is ‘Unlock’.
Cover Removal Sensor (Disabled/Notify user/Administrator password)
Lets you disable the cover sensor or congure 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 rst boot after the sensor detects removal of
the cover. If the password is set, Administrator Password requires that the password be entered to boot
the computer if the sensor detects that the cover has been removed.
System Management
Command
Allows authorized personnel to reset security settings during a service event. Default is enabled.
Restore Security
Settings to Default
This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
in the Security menu to factory defaults.
Computer Setup—Advanced
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-3 Computer Setup—Advanced (for advanced users)
Option Heading
Display Language Lets you select the language of the menus in F10 Setup and the keyboard layout.
Scheduled Power-On This feature wakes the system up from a powered o state at a specied date and time.
Boot Options Select the devices that the computer can boot from, as well as other options, including:
●Startup Menu Delay(sec). Enabling this feature will add a user-specied delay to the POST process.
One purpose for the delay is to provide additional time to activate hotkeys such as Esc for the
Startup Menu or F10 for Computer Setup.
●Fast Boot. Default is enabled for Windows 8.1 or later, and disabled for Windows 7 systems.
●CD-ROM Boot. Default is enabled.
●Network (PXE) Boot. Default is enabled.
●Prompt on Memory Size Change. Default is enabled.
●Prompt on Fixed Storage Change. Default is disabled.
●After Power Loss. Default is Power O.
■Power o—causes the computer to remain powered o 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 congured to ‘Power On from Keyboard Ports’ (see Power Management
Options), then this setting is forced to ‘Power On’.
●Audio Alerts During Boot. Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
●UEFI Boot Order.
Default is enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB
hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system
image.
UEFI boot sources always have precedence over legacy boot sources.
Computer Setup (F10) Utilities 77
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
●Legacy Boot Order
Specify the order in which legacy boot sources (such as a network interface card, internal hard drive,
USB optical drive, or internal optical drive) are checked for a bootable operating system image.
Specify the order of attached hard drives. The rst 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 specied in Boot Order, restart the computer
and press Esc (to access the Startup menu) and then F9 (Boot Menu), or only F9 (skipping the Startup
menu) when the monitor light turns green. After POST is completed, a list of bootable devices is displayed.
Use the arrow keys to select the preferred bootable device and press Enter. The computer then boots
from the selected non-default device for this one time.
Secure Boot
Conguration
Congure Legacy Support and Secure Boot
Legacy Support – Lets you turn o all legacy support on the computer, including booting to DOS, running
legacy graphics cards, booting to legacy devices, and so on. Windows 7 for instance requires legacy
support, whereas Windows 8 does not.
Secure Boot – Lets you make sure an operating system is legitimate before booting to it, making Windows
resistant to malicious modication from preboot to full OS booting, preventing rmware attacks. UEFI and
Windows Secure Boot only allow code signed by pre-approved digital certicates to run during the
rmware and OS boot process.
Default is ‘Legacy Support Enable and Secure Boot Disable’ for Windows 7 and other non-Windows
congurations. Default is ‘Legacy Support Disable and Secure Boot Enable’ for Windows 8.1 and later
congurations.
Secure Boot Key Management
Lets you manage the custom key settings.
Clear Secure Boot Keys
Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is
disabled.
Reset Secure Boot keys to factory defaults
Default is disabled.
Enable MS UEFI CA key
Disabling this setting alters the Secure Boot key list to further restrict the allowed software
components. Set this option to ‘disable’ to support Device Guard.
System Options Congure Storage Controller for RAID (enable/disable)
Lets you enable onboard RAID. Default is disabled.
POST Prompt for RAID Conguration (Intel only)
When disabled, the prompt for ‘RAID option ROM’ in legacy mode is suppressed.
SVM CPU Virtualization (AMD only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
o and then back on. Default is disabled.
Virtualization Technology (VTx) (Intel only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
o and then back on. Default is disabled.
78 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
Virtualization Technology for Directed I/O (VTd) (Intel only)
Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the
computer o and then back on. Default is disabled.
PCI Express Slot x (enable/disable)
Lets you disable individual expansion slots.
Allow PCIe/PCI SERR# Interrupt (enable/disable)
Allows PCI devices to report PCI/PCIe System Error signals, such as address parity errors, data parity
errors, and critical errors other than parity. Default is enabled.
Power Button Override (disable/4 sec/15 sec)
Lets you disable or enable and select the number of seconds you have to hold down the power button for
it to force the system to power o. Default is ‘4 sec’.
Built-In Device Options Embedded LAN Controller
Select to show the device in the operating system. Default is enabled.
Wake On LAN
Lets you either disable the Wake On LAN feature, or congure where the computer boots, including the
network or hard drive. Default is Boot to Network.
Dust Filter
Select to enable the Dust Filter replacement reminder, which can be set for 15, 30, 60, 90, 120, or 180
days. The reminder will show during POST after the reminder timer has expired.
Video Memory Size
Use this option to manage graphics memory allocation. The value you choose is allocated permanently to
graphics and is unavailable to the operating system.
Audio Device
Select to show the device in the operating system. Default is enabled.
Internal Speakers (does not aect 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 aect the error or warning beeps during POST. Default is enabled.
Integrated Microphone
Clear to disable the integrated microphone. This does not aect devices plugged into audio jacks. Default
is enabled.
Integrated Camera
Clear to disable the integrated webcam. Default is enabled.
Increase Idle Fan Speed(%)
Sets idle fan speed percentage. This setting only changes the minimum fan speed. The fan is still
automatically controlled.
Fingerprint Device
Select to show the device in the operating system. Default is enabled.
Touch Panel
Clear to disable the display panel touch feature. Default is enabled.
Port Options Allows you to hide the following ports from the operating system:
●Serial port A
Computer Setup (F10) Utilities 79
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
●Serial port B
●SATA0
●SATA1
●SATA2
●SATA3
●SATA5
●Front USB ports
●Rear USB ports
●USB charging port function
●Media card reader
Restrict USB Devices
Specify the following categories of USB devices to enable:
●Allow all USB devices
●Allow only keyboard and mouse
●Allow all but storage devices and hubs.
When some devices are restricted, the system will disable USB ports that do not meet the allowed
criteria. This feature is usually combined with similar policies within the operating system since USB
devices can be moved to dierent ports. The ports disabled by the BIOS will remain disabled until the
system is restarted.
Option ROM Launch
Policy
These policies control whether Legacy Option ROMs or UEFI drivers are loaded. Default is ‘All legacy’ for
Windows 7 and other non-Windows congurations. Default is ‘All UEFI’ for Windows 8.1 or later.
Congure Option ROM Launch Policy
●All legacy
●All UEFI
●All UEFI except video
Power Management
Options
Runtime Power Management (enable/disable)
Allows certain operating systems to reduce processor voltage and frequency when the current software
load does not require the full capabilities of the processor. Default is enabled.
Extended Idle Power States (enable/disable)
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings (enable/disable)
Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is
removed from the wake up circuitry, the expansion slots, and any management features while in S5.
Default is disabled.
SATA Power Management (enable/disable)
Enables or disables SATA bus and/or device power management. Default is enabled.
PCI Express Power Management (enable/disable)
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
Unique Sleep State Blink Rates (enable/disable)
80 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Advanced (for advanced users) (continued)
This feature is designed to provide a visual indication of what sleep state the system is in. Each sleep
state has a unique blink pattern. Default is disabled.
NOTE: A normal shutdown goes to the S4 state for Windows 8 or later.
S0 (On) = Solid white LED.
S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) — repeated
cycles of 3 blinks and a pause.
S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds (white LED) —
repeated cycles of 4 blinks and a pause.
S5 (Soft O) = LED is o.
Power On from Keyboard Ports (enable/disable)
When enabled, this feature allows a key press to power on the system when it is o (S5 state). If using a
USB keyboard, it must be plugged into one of the rear ports labeled with the keyboard icon. Default is
disabled.
Remote Management
Options
Active Management (AMT) (Intel only) (enable/disable). Default is enabled.
Allows you to discover, repair, and protect networked computing devices.
USB Key Provisioning Support (enable/disable) Default is disabled.
USB Redirection Support (enable/disable). Default is enabled.
USB redirection allows USB devices plugged into a client computer to be transparently redirected to the
guest operating system.
Uncongure 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 Uncongure ME Conrmation 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).
Computer Setup (F10) Utilities 81
Recovering the Conguration Settings
This method of recovery requires that you rst perform the Save to Removable Media command with the
Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 73 in the
Computer Setup—File table.)
The Save to Removable Media option creates a le named HPSETUP.TXT on an inserted USB ash media
device. This le 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 modied computer conguration settings to a USB ash media
device and save the device for possible future use.
To restore the conguration, insert the USB ash media device with the saved conguration and perform the
Restore from Removable Media command with the Computer Setup (F10) Utility. (See Computer Setup–Main
on page 73 in the Computer Setup—File table.)
82 Chapter 5 Computer Setup (F10) Utility
6 Using HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The tool runs outside the
operating system so that it can isolate hardware failures from issues that are caused by the operating system
or other software components.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID is generated. This ID can then be provided to support to help determine how to correct the problem.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:
1. Turn on or restart the computer, and quickly press esc
2. Press F2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
NOTE: To download the HP PC Hardware Diagnostics (UEFI) tool to a USB drive, see Downloading
HP PC Hardware Diagnostics (UEFI) to a USB device on page 83.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
NOTE: If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device
NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
les are oered.
There are two options to download HP PC Hardward Diagnostics to USB device.
Download the latest UEFI version
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, click the Dowload link, and then select Run.
Download any version of UEFI for a specic product
1. Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed. .
2. Click Drivers & Downloads.
3. Use the categories listed to nd your product.
– or –
Click Find Now to let HP automatically detect your product.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 83
4. Select your computer, and then select your operating system.
5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you
want.
84 Chapter 6 Using HP PC Hardware Diagnostics (UEFI)
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 specic 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
on page 131.
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 71 for
more information.
●Check the Power LED on the front of the computer to see if it is ashing red. The ashing 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 131 for more information.
●If the screen is blank, plug the monitor into a dierent video port on the computer if one is available. Or,
replace the monitor with a monitor that you know is functioning properly.
●If you are working on a network, plug another computer with a dierent 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 Conguration.”
●Refer to the comprehensive online technical support at http://www.hp.com/support.
●Refer to Helpful hints on page 86 in this guide.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-
solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat
feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support
information, software and drivers, proactive notication, and worldwide community of peers and HP experts.
Safety and comfort 85
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●Be in front of your computer when you call.
●Write down the computer serial number, product ID number, and monitor serial number before calling.
●Spend time troubleshooting the problem with the service technician.
●Remove any hardware that was recently added to your system.
●Remove any software that was recently installed.
●Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data les before
running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider
or dealer.
Helpful hints
If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:
●Check that the computer and monitor are plugged into a working electrical outlet.
●Check that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●Check that the computer is turned on and the white power light is on.
●Check that the monitor is turned on and the green monitor light is on.
●Check the Power LED on the front of the computer to see if it is ashing red. The ashing 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 131 for more information.
●Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
●Check all cable connections for loose connections or incorrect connections.
●Wake the computer by pressing any key on the keyboard or pressing the power button. If the system
remains in suspend mode, shut down the computer by pressing and holding the power button for at
least four seconds then press the power button again to restart the computer. If the system will not shut
down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is
set to power on automatically as soon as power is restored in Computer Setup. If it does not restart,
press the power button to start the computer.
●Recongure the computer after installing a non-plug and play expansion board or other option. See
Solving Hardware Installation Problems on page 105 for instructions.
●Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
●Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
86 Chapter 7 Troubleshooting without diagnostics
●If you have installed an operating system other than the factory-installed operating system, check to be
sure that it is supported on the system.
●If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded
video on some models only) and a single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors
are disabled and if the monitor is connected into these ports, the monitor will not function. You can
select which source will be the default VGA source in Computer Setup.
CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent system board or component damage.
Solving general problems
You may be able to easily resolve the general problems described in this section. If a problem persists and you
are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Cannot access the Computer Setup (F10) Utility when booting the computer.
Cause Solution
The Computer Setup (F10) Utility is set to “fast boot” causing the
F10 access screen to display too briey 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 o 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 o.
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.
Solving general problems 87
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs the
life of the RTC battery.
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.
To access Control Panel in Windows 7, select Start, and then
select Control Panel.
To access Control Panel in Windows 8.1, from the Start screen,
type c, and then select Control Panel from the list of
applications.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel.
There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1.Check the Computer Setup settings to make sure the
internal system speaker is not muted (this setting does not
aect the external speakers).
2. Make sure the external speakers are properly connected and
powered on and that the speakers' volume control is set
correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause Solution
Smart Cover Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup.
In case of forgotten password, power loss, or computer
malfunction, you must manually disable the Smart Cover lock . A
key to unlock the Smart Cover Lock is not available from HP. Keys
are typically available from a hardware store.
Poor performance.
Cause Solution
Processor is too hot. 1.Make sure airow to the computer is not blocked. Leave a
10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airow.
2.Make sure fans are connected and working properly (some
fans only operate when needed).
88 Chapter 7 Troubleshooting without diagnostics
Poor performance.
Cause Solution
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
hard drive.
Low on memory. Add more memory.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release reserved memory
back to the system.
Restart the computer.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. 1. Close unnecessary applications to free up memory.
2. Add more memory.
3. Some applications run in the background and can be closed
by right-clicking on their corresponding icons in the task
tray. To prevent these applications from launching at
startup:
In Windows 7:
a. Go to Start > All Programs > Accessories > Run
b. Type msconfig, and then press Enter.
c.On the Startup tab of the System Conguration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 8.1:
a.On the Start screen, right-click, and then select the All
apps icon.
b.Under Windows System, click Run.
c.Type msconfig, and then press Enter.
d.On the Startup tab of the System Conguration Utility,
clear applications that you do not want to launch
automatically, and the click OK.
In Windows 10:
a. Type msconfig in the taskbar search box, and then
select mscong.
b.On the Startup tab of the System Conguration 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.
Solving general problems 89
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
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.
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 ashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns white, then:
1. If equipped with a voltage selector, check that the voltage
selector (located on the rear of the power supply) is set to
the appropriate voltage. Proper voltage setting depends on
your region.
2. Remove the expansion cards one at a time until the 5V_aux
light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on white then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly connected
to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power button
assembly.
5. If the 5V_aux light on the system board is o, then replace
the power supply.
6. Replace the system board.
90 Chapter 7 Troubleshooting without diagnostics
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 o automatically and the Power LED ashes Red two times, once every second, followed by a two second
pause, and the computer beeps two times. (Beeps stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes red four times and then white two times.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heat sink is not properly attached to the processor.
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.
3. If fan a plugged in and not spinning, replace it.
Power LED ashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Computer powered o automatically and the Power LED ashes 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 o 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 power problems 91
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and right-click on
a drive. Select Properties, and then select the Tools tab.
Under Error-checking click Check Now.
In Windows 8.1, on the Start screen type e, and then select
File Explorer from the list of applications. In the left
column, expand Computer, right-click on a drive, select
Properties, and then select the Tools tab. Under Error
checking click Check.
In Windows 10, type file in the taskbar search box, and
then select File Explorer from the list of applications. In the
left column, expand This PC, right-click on 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
le.
In Windows 7, click Start, expand Computer, and right-click on a
drive. Select Properties, and then select the Tools tab. Under
Error-checking click Check Now.
In Windows 8.1, on the Start screen type e, and then click File
Explorer from the list of applications. In the left column, expand
Computer, right-click on a drive, select Properties, and then
select the Tools tab. Under Error checking click Check.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click Check.
Drive not found (identied).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconguration directions in the Solving Hardware
Installation Problems on page 105 section. If the system still
does not recognize the new device, check to see if the device is
listed within Computer Setup. If it is listed, the probable cause is a
driver problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Boot Options.
92 Chapter 7 Troubleshooting without diagnostics
Drive not found (identied).
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
Boot Options.
Nonsystem disk/NTLDR missing message.
Cause Solution
The system is trying to start from the hard drive but the hard
drive may have been damaged.
▲Perform Drive Protection System (DPS) testing in system
ROM.
System les 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 les 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 rst in a multi-hard drive
conguration.
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 rst 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. Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Hard drive is damaged. 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 131 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Solving hard drive problems 93
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 o the power. To restart the computer, press the power
button again.
Solving media card reader problems
Media card will not work in a digital camera after formatting it in Windows.
Cause Solution
By default, Windows will format any media card with a capacity
greater than 32MB with the FAT32 format. Some digital cameras
use the FAT (FAT16 & FAT12) format and can not operate with a
FAT32 formatted card.
Either format the media card in the digital camera or select FAT
le system to format the media card in a computer with Windows.
A write-protected or locked error occurs when attempting to write to the media card.
Cause Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Can not write to the media card.
Cause Solution
The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your card
to see if it writable. Refer to the previous section for a list of
compatible cards.
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory
Stick/PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a Memory
Stick/PRO card, make sure that the lock tab located on the bottom
of the Memory Stick/PRO card is not in the locked position.
Unable to access data on the media card after inserting it into a slot.
Cause Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Ensure that the card is inserted properly with the gold contact on
the correct side. The green LED will light if inserted properly.
94 Chapter 7 Troubleshooting without diagnostics
Do not know how to remove a media card correctly.
Cause Solution
The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on the
corresponding drive icon, and then select Eject. Pull the card out
of the slot.
In Windows 8.1, on the Start screen, type e, and then click File
Explorer from the list of applications. Expand Computer, right-
click on the corresponding drive icon, and then select Eject. Pull
the card out of the slot.
In Windows 10, type file in the taskbar search box, and then
select File Explorer from the list of applications. In the left
column, expand This PC, right-click on the corresponding drive
icon, and then select Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is ashing
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the
computer.
Cause Solution
The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the rst time.
Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize the media
inserted in the reader.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause Solution
The inserted media card has boot capability. 1.If you do not want to boot from the media card, remove it
during boot or do not select the option to boot from the
inserted media card during the boot process.
2.During POST (Power On Self-Test), press F9 to modify the
boot menu.
3.Change the boot sequence in F10 Computer Setup.
Solving display problems
If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.
Blank screen (no video).
Cause Solution
Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
Bad monitor. Try a dierent monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer and
to the electrical outlet.
Solving display problems 95
Blank screen (no video).
Cause Solution
You may have a screen blanking utility installed or energy saver
features are enabled.
Press any key or click the mouse button and type your password
(if set).
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
Reash the system ROM with the latest BIOS image.
You are using a xed-sync monitor and it will not sync at the
resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate
as the resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the
motherboard or an add-in card. Try moving the monitor
connection to a dierent connector on the back of the computer
Monitor settings in the computer are not compatible with the
monitor.
1. In Control Panel, select Category from the View by list, then
under Appearance and Personalization, select Adjust
screen resolution.
To access Control Panel in Windows 7, click Start, and then
select Control Panel.
To access Control Panel in Windows 8.1, from the Start
screen, type c, and then select Control Panel from the list of
applications.
To access Control Panel in Windows 10, type control
panel in the taskbar search box, and then select Control
Panel from the list of applications.
2.Expand the Resolution box, and then use the sliding control
to reset the resolution.
Monitor is congured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
Blank screen and the power LED ashes Red ve times, once every second, followed by a two second pause, and the computer
beeps ve times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video memory error. 1.Reseat DIMMs. Power on the system.
2.Replace DIMMs one at a time to isolate the faulty module.
3.Replace third-party memory with HP memory.
4.Replace the system board.
96 Chapter 7 Troubleshooting without diagnostics
Blank screen and the power LED ashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED ashes Red seven times, once every second, followed by a two second pause, and the computer
beeps seven times. (Beeps stop after fth iteration but LEDs continue ashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Disable monitor energy saver feature.
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
Cables are not properly connected. Check that the graphics cable is securely connected to the
graphics card (if applicable) or video connector and the monitor.
Blurry video or requested resolution cannot be set.
Cause Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution. Change requested resolution.
Graphics card is bad. Replace the graphics card.
Solving display problems 97
The picture is broken up, rolls, jitters, or ashes.
Cause Solution
The monitor connections may be incomplete or the monitor may
be incorrectly adjusted.
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with each
other’s electromagnetic eld by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came with
the monitor for instructions.
Image is not centered.
Cause Solution
Position may need adjustment. Press the monitor's Menu button to access the OSD menu. Select
ImageControl/ Horizontal Position or Vertical Position to adjust
the horizontal or vertical position of the image.
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is o while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
Restart the computer and enter Safe Mode. Change the settings to
a supported setting then restart the computer so that the new
settings take eect.
To enter Safe Mode in Windows 7:
1. Restart the computer.
2. Press and hold the F8 key as your computer restarts, before
the Windows logo appears. If the Windows logo appears,
you must restart the computer and try again.
3. On the Advanced Boot Options screen, use the arrow keys to
highlight the safe mode option you want, and then press
Enter.
4. Log on to your computer with a user account that has
administrator rights.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 8.1:
98 Chapter 7 Troubleshooting without diagnostics
“Out of Range” displays on screen.
Cause Solution
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then under
Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options, select
Startup Settings, and then click Restart.
4. Use the function keys or number keys to select the safe
mode option you want.
When your computer is in safe mode, Safe Mode displays in
the corners of your monitor. To exit safe mode, restart your
computer and let Windows start normally.
To enter Safe Mode in Windows 10:
1. Log into the computer using an Administrator account.
2. Type msconfig in the taskbar search box, and then select
mscong from the list of applications.
3.Click the Boot tab, select Safe boot and then click OK.
High pitched noise coming from inside a at panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing eects; horizontal scrolling lines; faint vertical bars; or unable to center the
picture on the screen (at panel monitors using an analog VGA input connection only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
1.Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2.Manually synchronize the Clock and Clock Phase on-screen
display functions. To download a SoftPaq that will assist you
with the synchronization, go to the following Web site,
select the appropriate monitor, and download either
SP32347 or SP32202: http://www.hp.com/support
Graphics card is not seated properly or is bad (some models). 1.Reseat the graphics card.
2.Replace the graphics card.
Certain typed symbols do not appear correct.
Cause Solution
The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate
symbol. You can copy the symbol from the Character Map into a
document.
Solving display problems 99
Certain typed symbols do not appear correct.
Cause Solution
In Windows 7, click Start, select All Programs, select Accessories,
select System Tools, and then select Character Map.
In Windows 8.1, on the Start screen, type ch, and then select
Character Map from the list of applications.
In Windows 10, type ch in the taskbar search box, and then select
Character Map from the list of applications.
Solving audio problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in the following table.
Sound cuts in and out.
Cause Solution
Processor resources are being used by other open applications. Shut down all open processor-intensive applications.
Sound does not come out of the speaker or headphones.
Cause Solution
Software volume control is turned down or muted. Double-click the Speaker icon on the taskbar, then make sure
that Mute is not selected and use the volume slider to adjust the
volume.
NOTE: In Windows 8.1, the taskbar is available at the bottom of
the Desktop screen.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device
Options.
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle. The
speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a recently
installed sound card.
See the sound card documentation for proper speaker connection.
The rear audio jack output is the green receptacle.
Headphones or devices connected to the line-out connector mute
the internal speaker.
Turn on and use headphones or external speakers, if connected,
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.
100 Chapter 7 Troubleshooting without diagnostics
Sound does not come out of the speaker or headphones.
Cause Solution
The application is set to use a dierent audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Set the operating system to use the correct audio device.
Sound from headphones is not clear or mued.
Cause Solution
Headphones are plugged into the rear audio output connector.
The rear audio output connector is for powered audio devices and
is not designed for headphone use.
Plug the headphones into the headphone connector on the front
of the computer.
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 le in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been recongured in the audio driver or application
software.
In the audio driver or application software, recongure the jack or
set the jack to its default value.
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a dierent audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be listed
in Device Manager. Make sure the correct device is being used.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
Solving audio problems 101
There is no sound or sound volume is too low.
Cause Solution
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Some applications can select which audio output device is used. Make sure the application has selected the correct audio device.
The operating system controls may be set to use a dierent audio
device as the default output device than what is expected.
Set the operating system to use the correct audio device.
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.
102 Chapter 7 Troubleshooting without diagnostics
Printer prints garbled information.
Cause Solution
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it o 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 rell it if it is empty.
Solving keyboard and mouse problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to
the common causes and solutions listed in the following table.
A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no
function of mouse/keyboard and external drive.
Cause Solution
If your computer is equipped with USB 3.0 ports, connected USB
3.0 devices can interfere with the wireless keyboard USB receiver.
Connect the wireless keyboard USB receiver to a USB 2.0 port that
is separated from ports with USB 3.0 devices. If you still
experience interference, you may have to place the connectors
farther apart using an external USB hub.
Keyboard commands and typing are not recognized by the computer.
Cause Solution
Keyboard connector is not properly connected. Shut down the computer, reconnect the keyboard to the back of
the computer, and then restart the computer.
Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart the
computer.
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep date, do not
hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Shut down the computer using the keyboard.
Windows 7:
Solving keyboard and mouse problems 103
Mouse does not respond to movement or is too slow.
Cause Solution
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to select Shut Down and then press
Enter.
3. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 8.1:
1. Press the Windows logo + l to open the Settings charm.
2. Use the arrow keys to select Power, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Windows 10:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to scroll to and select the power icon at
the top right on the menu, and then press Enter.
3. Use the arrow keys to select Shut Down, and then press
Enter.
4. After the shutdown is complete, plug the mouse connector
into the back of the computer (or the keyboard) and restart.
Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the
computer.
Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal
components.
Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.
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.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause Solution
Mouse roller ball or the rotating encoder shafts that make contact
with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean
the internal components with a mouse cleaning kit available from
most computer stores.
104 Chapter 7 Troubleshooting without diagnostics
Solving Hardware Installation Problems
You may need to recongure 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
congures the computer. If you install a non-plug and play device, you must recongure the computer after
completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the
instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect
the power cord from the wall outlet and allow the internal system components to cool before touching.
Table 7-1 Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause Solution
Device is not seated or connected properly. Ensure that the device is properly and securely connected and
that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are
unplugged.
Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.
Power switch of new external device is not turned on. Turn o 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 conguration,
you did not accept them.
Reboot the computer and follow the instructions for accepting the
changes.
A plug and play board may not automatically congure when
added if the default conguration conicts with other devices.
Use Windows Device Manager to deselect the automatic settings
for the board and choose a basic conguration that does not
cause a resource conict. You can also use Computer Setup to
recongure or disable devices to resolve the resource conict.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that Device available
is selected for appropriate USB ports under Advanced > Port
Options.
Computer will not start.
Cause Solution
Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.
1.Review the documentation that came with the system to
determine if you are using the correct memory modules and
to verify the proper installation.
Solving Hardware Installation Problems 105
Computer will not start.
Cause Solution
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4.
2. Observe the beeps and LED lights on the front of the
computer. Beeps and ashing LEDs are codes for specic
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
Power LED ashes Red three times and then white two times.
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board,
you must unplug the computer power cord before attempting to
reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1
must be installed before DIMM2, and DIMM3 must be
installed before DIMM4
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving Network Problems
Some common causes and solutions for network problems are listed in the following table. These guidelines
do not discuss the process of debugging the network cabling.
Table 7-2 Solving Network Problems
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
106 Chapter 7 Troubleshooting without diagnostics
Table 7-2 Solving Network Problems (continued)
Network driver does not detect network controller.
Cause Solution
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Incorrect network driver. Check the network controller documentation for the correct driver
or obtain the latest driver from the manufacturer’s Web site.
Network status link light never ashes.
NOTE: The network status light is supposed to ash when there is network activity.
Cause Solution
No active network is detected. Check cabling and network equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 7, click Start, select Control
Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start screen,
type c, select Control Panel from the list of applications, and then
select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Network controller is disabled. 1.Run Computer Setup and enable network controller.
2.Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable auto-sensing capabilities and force the system into the
correct operating mode.
Solving Network Problems 107
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
match current conguration.
Make sure the network drivers are loaded and that the driver
parameters match the conguration of the network controller.
Make sure the correct network client and protocol is installed.
The network controller is not congured for this computer. Select the Network and Sharing Center icon in the Control Panel
and congure the network controller.
To access Control Panel in Windows 7, click Start, and then select
Control Panel.
To access Control Panel in Windows 8.1, from the Start screen,
type c, and then select Control Panel.
To access Control Panel in Windows 10, type control panel in
the taskbar search box, and then select Control Panel from the
list of applications.
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
Network controller stops working without apparent cause.
Cause Solution
The les containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in
Windows 7 or Windows recovery tools in Windows 8.1.
If necessary, download the softpaq from the web (from a dierent
computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The network controller is defective. Contact an authorized service provider.
108 Chapter 7 Troubleshooting without diagnostics
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industry-
standard specications.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not congured 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 o (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 aected by congurations 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 rmware for Out-of-Band (OOB), third-party data storage, and
other management functions.
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1
socket on the system board. This socket must be populated with a
memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the
computer. On some models, ECC and non-ECC memory modules
cannot be mixed.
Solving memory problems 109
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.
Insucient 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 ashes Red ve times, once every second, followed by a two second pause, and the computer beeps ve times. (Beeps
stop after fth iteration but LEDs continue ashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving CD-ROM and DVD problems
If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table
or to the documentation that came with the optional device.
System will not boot from CD-ROM or DVD drive.
Cause Solution
The device is attached to a SATA port that has been hidden in the
Computer Setup utility.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable
media in Advanced > Boot Options.
Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in
Advanced > Boot Options.
110 Chapter 7 Troubleshooting without diagnostics
System will not boot from CD-ROM or DVD drive.
Cause Solution
Non-bootable CD in drive. Try a bootable CD in the drive.
Boot order not correct. Run the Computer Setup utility and change boot sequence in
Advanced > Boot Options.
Drive not found (identied).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconguration directions in the Solving Hardware
Installation Problems on page 105 section. If the system still does
not recognize the new device, check to see if the device is listed
within Computer Setup. If it is listed, the probable cause is a driver
problem. If it is not listed, the probable cause is a hardware
problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available is
selected for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced >
Power-On Options.
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause Solution
Drive is not connected properly or not properly congured. See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause Solution
Movie may be regionalized for a dierent country. See the documentation that came with the DVD drive.
Decoder software is not installed. Install decoder software.
Damaged media. Replace media.
Movie rating locked out by parental lock. Use DVD software to remove parental lock.
Media installed upside down. Reinstall media.
Solving CD-ROM and DVD problems 111
Cannot eject compact disc (tray-load unit).
Cause Solution
Disc not properly seated in the drive. Turn o the computer and insert a thin metal rod into the
emergency eject hole and push rmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause Solution
Media is corrupt. Try dierent media to conrm whether media is valid.
Media has been inserted upside down. Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
Wait at least 30 seconds to let the DVD-ROM drive determine the
type of media being played. If the disc still does not start, read the
other solutions listed for this topic.
CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most
computer stores.
Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8.1, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
To access Device Manager in Windows 10, type device
manager in the taskbar search box, and then select Device
Manager from the list of applications.
2.Restart the computer and let Windows detect the CD or DVD
driver.
Recording or copying CDs is dicult or impossible.
Cause Solution
Wrong or poor quality media type. 1.Try using a slower speed when recording.
2.Verify that you are using the correct media for the drive.
3.Try a dierent brand of media. Quality varies widely
between manufacturers.
112 Chapter 7 Troubleshooting without diagnostics
Solving USB ash drive problems
If you encounter USB ash drive problems, common causes and solutions are listed in the following table.
USB ash 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 ash drive in Windows.
USB ash drive not found (identied).
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 ash 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 ash drive.
Cause Solution
Flash drive is bootable. Install the ash drive only after the operating system boots.
Flash drive is defective. Try a dierent ash drive.
Solving USB ash drive problems 113
Solving front panel component problems
If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
Device is not properly connected. 1. Turn o the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power. If the USB device requires AC power, be sure one end is connected
to the device and one end is connected to a live outlet.
The correct device driver is not installed. 1. Install the correct driver for the device.
2. You might need to reboot the computer.
The cable from the device to the computer does not work. 1. If possible, replace the cable.
2. Restart the computer.
The device is not working. 1. Replace the device.
2. Restart the computer.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that the USB ports are
set to Enabled in Security > USB Security.
Solving Internet access problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common
causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work with
your ISP.
Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light on
the front of the cable/DSL modem.
Cable/DSL service is not available or has been interrupted due to
bad weather.
Try connecting to the Internet at a later time or contact your ISP.
(If the cable/DSL service is connected, the “cable” LED light on the
front of the cable/DSL modem will be on.)
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the
computers’s RJ-45 connector. (If the connection is good, the “PC”
LED light on the front of the cable/DSL modem will be on.)
IP address is not congured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information
that a Web server can store temporarily with the Web browser.
This is useful for having the browser remember some specic
information that the Web server can later retrieve.)
Windows 7:
1. Select Start > Control Panel.
2. Click Internet Options.
114 Chapter 7 Troubleshooting without diagnostics
Unable to connect to the Internet.
Cause Solution
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Windows 8.1:
1. From the Start screen, type c, and then select Control Panel
from the list of applications.
2. Click Internet Options.
3. In the Browsing history section on the General tab, click the
Delete button.
4. Select the Cookies check box and click the Delete button.
Windows 10:
1. Type control panel in 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 Internet access problems 115
Solving software problems
Most software problems occur as a result of the following:
●The application was not installed or congured correctly.
●There is insucient memory available to run the application.
●There is a conict 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.
See POST error messages and diagnostic front panel LEDs and
audible codes on page 131 to determine possible causes.
See the Worldwide Limited Warranty for terms and conditions.
“Illegal Operation has Occurred” error message is displayed.
Cause Solution
Software being used is not Microsoft-certied for your version of
Windows.
Verify that the software is certied by Microsoft for your version
of Windows (see program packaging for this information).
Conguration les are corrupt. If possible, save all data, close all programs, and restart the
computer.
116 Chapter 7 Troubleshooting without diagnostics
8 System backup and recovery
Backing up, restoring, and recovering in Windows 10
This section provides information about the following processes. The information in the section is standard
procedure for most products.
●Creating recovery media and backups
●Restoring and recovering your system
For additional information, refer to Help and Support.
▲Type help in the taskbar search box, and then select Help and Support.
Creating recovery media and backups
The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
●Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 117. For information on the recovery options that are available using the recovery media, see
What you need to know before you get started on page 119.
●Use Windows tools to create system restore points and create backups of personal information.
For more information, see Using Windows tools on page 119.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
Creating HP Recovery media (select products only)
If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu,
select File Explorer.
●If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. See the Worldwide Telephone Numbers booklet included with the
computer. You can also nd contact information on the HP website. Go to http://www.hp.com/support,
select your country or region, and follow the on-screen instructions.
You can use Windows tools to create system restore points and create backups of personal information,
see Using Windows tools on page 119.
●If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then congures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
Backing up, restoring, and recovering in Windows 10 117
◦Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
◦HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
◦To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a high-
quality blank USB ash drive.
◦If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased
separately) to create recovery discs. If you use an external optical drive, it must be connected
directly to a USB port on the computer; the drive cannot be connected to a USB port on an external
device, such as a USB hub. If you cannot create DVD media yourself, you can obtain recovery discs
for your computer from HP. See the Worldwide Telephone Numbers booklet included with the
computer. You can also nd contact information on the HP website. Go to http://www.hp.com/
support, select your country or region, and follow the on-screen instructions.
◦Be sure that the computer is connected to AC power before you begin creating the recovery media.
◦The creation process can take an hour or more. Do not interrupt the creation process.
◦If necessary, you can exit the program before you have nished creating all of the recovery DVDs.
HP Recovery Manager will nish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 119.
118 Chapter 8 System backup and recovery
Using Windows tools
You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see Help and Support.
▲Type help in the taskbar search box, and then select Help and Support.
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
IMPORTANT: Not all methods are available on all products.
●Windows oers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see Help and Support.
▲Type help in the taskbar search box, and then select Help and Support.
●If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/
or applications option (select products only) of HP Recovery Manager to reinstall the individual
application or driver.
▲Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
●If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
For more information, see Recovering using HP Recovery Manager on page 119. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 117.
●On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 119.
●On select products, if you want to remove the recovery partition to reclaim hard drive space, HP
Recovery Manager oers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 121.
Recovering using HP Recovery Manager
HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Creating HP Recovery
media (select products only) on page 117.
What you need to know before you get started
●HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
Backing up, restoring, and recovering in Windows 10 119
IMPORTANT: Recovery through HP Recovery Manager should be used as a nal attempt to correct
computer issues.
●HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 117.
●To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Creating HP Recovery media (select products only) on page 117.
●If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. See the Worldwide Telephone
Numbers booklet included with the computer. You can also nd contact information from the HP
website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE: Only the options available for your computer display when you start the recovery process.
●System Recovery—Reinstalls the original operating system, and then congures the settings for the
programs that were installed at the factory.
●Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB ash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
1. Type recovery in the taskbar search box, select Recovery Manager, and then select HP Recovery
Environment.
- or -
Press f11 while the computer boots, or press and hold f11 as you press the power button.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
Using HP Recovery media to recover
You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal les.
2.Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
boot order. See Changing the computer boot order on page 121.
3.Follow the on-screen instructions.
120 Chapter 8 System backup and recovery
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB ash drive.
To change the boot order:
1. Insert the HP Recovery media.
2. Access BIOS.
Restart the computer, quickly press esc, and then press f9 for boot options.
3. Select the optical drive or USB ash drive from which you want to boot.
4. Follow the on-screen instructions.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition,
create HP Recovery media; see Creating HP Recovery media (select products only) on page 117.
NOTE: The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.Select Remove Recovery Partition, and then follow the on-screen instructions.
Backing up, restoring, and recovering in Windows 8.1 or
Windows 8
Your computer includes tools provided by HP and Windows to help you safeguard your information
and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or
even back to the original factory state, all with simple steps.
This section provides information about the following processes:
●Creating recovery media and backups
●Restoring and recovering your system
NOTE: This section describes an overview of backing up, restoring, and recovering options. For more details
about the tools provided, see Help and Support. From the Start screen, type help, and then select Help and
Support.
Creating recovery media and backups
Recovery after a system failure is only as good as your most recent backup.
Backing up, restoring, and recovering in Windows 8.1 or Windows 8 121
1. After you successfully set up the computer, create recovery media. This step creates a backup of the
recovery partition on the computer. The backup can be used to reinstall the original operating system in
cases where the hard drive is corrupted or has been replaced.
You will use a USB ash drive to create a bootable recovery drive that can be used to troubleshoot a
computer that is unable to start. The USB ash drive can be used to reinstall the original operating
system and the programs that were installed at the factory.
NOTE: Any information on the USB ash drive will be erased before the recovery media is created.
●To create the Windows 8.1 recovery media, from the Start screen, type recovery drive, then
click on Create a recovery drive. Follow the on-screen instructions to continue.
●To create the Windows 8 recovery media, from the Start screen, type recovery drive, and
then click on Settings, then click on Create a recovery drive. Follow the on-screen instructions to
continue.
2.Use the Windows tools to create system restore points and create backups of personal information. For
more information and steps, see Help and Support. From the Start screen, type help, and then select
Help and Support.
Restoring and recovering using Windows tools
Windows oers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information and steps, see Help and Support. From the Start screen,
type help, and then select Help and Support.
Using Reset when the system is not responding
NOTE: You may be prompted by User Account Control for your permission or password when you perform
certain tasks. To continue a task, select the appropriate option. For information about User Account Control,
see Help and Support. From the Start screen, type help, and then select Help and Support.
IMPORTANT: Reset does not provide backups of your information. Before using Reset, back up any personal
information you wish to retain.
If Windows recovery steps are not working and the system is not responding, use these steps to start Reset:
1.If possible, back up all personal les.
2.If possible, check for the presence of the HP Recovery partition:
●For Windows 8.1, from the Start screen, type pc, and then select This PC.
●For Windows 8, from the Start screen, type c, and then select Computer.
NOTE: If the HP Recovery partition is not listed, or you cannot check for its presence, you must recover
using the recovery media you created; see Recovery using the Windows recovery USB ash drive
on page 123. Or you must use the Windows operating system media and the Driver Recovery media
(purchased separately); see Recovery using Windows operating system media (purchased separately)
on page 123.
3. If the HP Recovery partition is listed, restart the computer, and then press esc while the HP logo is
displayed. The computer Startup Menu displays.
4. Press f11 to select the System Recovery option.
5. Choose your keyboard layout.
6. Select Troubleshoot.
122 Chapter 8 System backup and recovery
7. Select Reset.
8. Follow the on-screen instructions to continue.
Recovery using the Windows recovery USB ash drive
To recover your system using the recovery USB ash drive you previously created:
NOTE: If you did not create a recovery USB ash drive or the one you created does not work, see Recovery
using Windows operating system media (purchased separately) on page 123.
1. If possible, back up all personal les.
2. Insert the recovery USB ash drive you created into a USB port on your computer.
3. Restart the computer and as soon as you see the HP logo screen, press f9 to display a list of boot
devices. Use the arrow keys to select your USB ash drive from the UEFI Boot Sources list. Press Enter to
boot from that device.
4. Choose your keyboard layout.
5. Select Troubleshoot.
6. Select Refresh your PC.
7. Follow the on-screen instructions.
Recovery using Windows operating system media (purchased separately)
To order a Windows operating system DVD, contact support. Go to http://www.hp.com/support, select your
country or region, and follow the on-screen instructions.
CAUTION: Using Windows operating system media completely erases the hard drive contents and reformats
the hard drive. All les that you have created and any software that you have installed on the computer are
permanently removed. When reformatting is complete, the recovery process helps you restore the operating
system, as well as drivers, software, and utilities.
To initiate recovery using Windows operating system media:
NOTE: This process takes several minutes.
1. If possible, back up all personal les.
2. Restart the computer, and then follow the instructions provided with the Windows operating system
media to install the operating system.
3. When prompted, press any keyboard key.
4. Follow the on-screen instructions.
After the repair is completed and the Windows desktop appears:
1. Remove the Windows operating system media, and then insert the Driver Recovery media.
2. Install the Hardware Enabling Drivers rst, and then install Recommended Applications.
Backing up, restoring, and recovering in Windows 7
Your computer includes tools provided by HP and Windows to help you safeguard your information
and retrieve it if you ever need to. These tools will help you return your computer to a proper working state or
even back to the original factory state, all with simple steps.
Backing up, restoring, and recovering in Windows 7 123
This section provides information about the following processes:
●Creating recovery media and backups
●Restoring and recovering your system
NOTE: This section describes an overview of backing up, restoring, and recovering options. For more details
about the Windows Backup and Restore tools provided, see Help and Support. To access Help and Support,
select Start > Help and Support.
Recovery after a system failure is only as good as your most recent backup.
1. After you successfully set up the computer, create recovery media. This media can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. See
Creating recovery media on page 124.
2. As you add hardware and software programs, create system restore points. A system restore point is a
snapshot of certain hard drive contents saved by Windows System Restore at a specic time. A system
restore point contains information that Windows uses, such as registry settings. Windows creates a
system restore point for you automatically during a Windows update and during other system
maintenance (such as a software update, security scanning, or system diagnostics). You can also
manually create a system restore point at any time. For more information and steps for creating specic
system restore points, see Help and Support. To access Help and Support, select Start > Help and
Support.
3. As you add photos, video, music, and other personal les, create a backup of your personal information.
If les are accidentally deleted from the hard drive and they can no longer be restored from the Recycle
Bin, or if les become corrupted, you can restore the les that you backed up. In case of system failure,
you can use the backup les to restore the contents of your computer. See Backing up your information
on page 126.
NOTE: HP recommends that you print the recovery procedures and save them for later use, in case of
system instability.
Creating recovery media
After you successfully set up the computer, create recovery media. The media can be used to reinstall the
original operating system in cases where the hard drive is corrupted or has been replaced.
There are two types of recovery media. To determine which steps to follow for your computer:
1. Click the Start button.
2. Click All Programs.
●If Security and Protection is listed, continue with the steps in Creating recovery media using HP
Recovery Manager (select models only) on page 124.
●If Productivity and Tools is listed, continue with the steps in Creating recovery discs with HP
Recovery Disc Creator (select models only) on page 125.
Creating recovery media using HP Recovery Manager (select models only)
●To create recovery discs, your computer must have a DVD writer. Use DVD+R or DVD-R discs (purchased
separately). The discs you use will depend on the type of optical drive you are using.
NOTE: DVD+R DL, DVD-R DL, or DVD±RW disc are not supported.
●You have the option of creating a recovery USB ash drive instead, using a high-quality USB drive.
124 Chapter 8 System backup and recovery
●If you are creating recovery discs, be sure to use high-quality discs. It is normal for the system to reject
defective discs. You will be prompted to insert a new blank disc to try again.
●The number of discs in the recovery-disc set depends on your computer model (typically 3 to 6 DVDs).
The Recovery Media Creation program tells you the specic number of blank discs needed to make the
set. If you are using a USB ash drive, the program will tell you the size of the drive required to store all
the data (minimum of 8 GB).
NOTE: The process of creating recovery media is lengthy. You can quit the process at any time. The
next time you initiate the process, it resumes where it left o.
NOTE: Do not use media cards for creating recovery media. The system may not be able to boot up from a
media card and you may not be able to run system recovery.
To create recovery discs:
1. Close all open programs.
2. Click the Start button, click All Programs, click Security and Protection, click Recovery Manager, and
then click HP Recovery Media Creation. If prompted, click Yes to allow the program to continue.
3. Click Create recovery media using blank DVD(s), and then click Next.
4. Follow the on-screen instructions. Label each disc after you make it (for example, Recovery 1, Recovery
2), and then store the discs in a secure place.
To create a recovery USB ash drive:
NOTE: You must use a USB ash drive with a capacity of at least 8 GB.
NOTE: Recovery Media Creation formats the USB ash drive, deleting any les on it.
1. Close all open programs.
2. Insert the USB ash drive into a USB port on the computer.
3. Click the Start button, click All Programs, click Security and Protection, click Recovery Manager, and
then click Recovery Media Creation.
4. Click Create recovery media with a USB ash drive, and then click Next.
5. Select the USB ash drive from the list of media. The program will let you know how much storage is
required to create the recovery drive. If the USB ash drive does not have enough storage capacity, it will
appear grayed out, and you must replace it with a larger USB ash drive. Click Next.
6. Follow the on-screen instructions. When the process is complete, label the USB ash drive and store it in
a secure place.
Creating recovery discs with HP Recovery Disc Creator (select models only)
HP Recovery Disc Creator is a software program that oers an alternative way to create recovery discs on
select models. After you successfully set up the computer, you can create recovery discs using HP Recovery
Disc Creator. The recovery discs allow you to reinstall your original operating system as well as select drivers
and applications if the hard drive becomes corrupted. HP Recovery Disc Creator creates two kinds of recovery
discs:
●Windows 7 operating system DVD—Installs the operating system without additional drivers or
applications.
●Driver Recovery DVD—Installs specic drivers and applications only, in the same way that the HP
Software Setup utility installs drivers and applications.
Backing up, restoring, and recovering in Windows 7 125
To create recovery discs, your computer must have a DVD writer. Use any of the following types of discs
(purchased separately): DVD+R, DVD+R DL, DVD-R, DVD-R DL, or DVD±RW. The discs you use will depend on
the type of optical drive you are using.
Creating recovery discs
NOTE: The Windows 7 operating system DVD can be created only once. The option to create that media will
not be available after you create a Windows DVD.
To create the Windows DVD:
1. Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2. Select Windows disk.
3. From the drop-down menu, select the drive for burning the recovery media.
4. Click the Create button to start the burning process. Label the disc after you create it, and store it in a
secure place.
After the Windows 7 operating system DVD has been created, create the Driver Recovery DVD:
1. Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2. Select Driver disk.
3. From the drop-down menu, select the drive for burning the recovery media.
4. Click the Create button to start the burning process. Label the disc after you create it, and store it in a
secure place.
Backing up your information
You should create your initial backup immediately after initial system setup. As you add new software and
data les, you should continue to back up your system on a regular basis to maintain a reasonably current
backup. Your initial and subsequent backups allow you to restore your data and settings if a failure occurs.
You can back up your information to an optional external hard drive, a network drive, or discs.
Note the following when backing up:
●Store personal les in the Documents library, and back it up regularly.
●Back up templates that are stored in their associated directories.
●Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your
settings. The screen shot can be a time-saver if you have to reset your preferences.
●When backing up to discs, number each disc after removing it from the drive.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: You may be prompted by User Account Control for your permission or password when you perform
certain tasks. To continue a task, select the appropriate option. For information about User Account Control,
see Help and Support: Select Start > Help and Support.
To create a backup using Windows Backup and Restore:
NOTE: The backup process may take over an hour, depending on le size and the speed of the computer.
126 Chapter 8 System backup and recovery
1. Select Start > All Programs > Maintenance > Backup and Restore.
2. Follow the on-screen instructions to set up your backup.
System Restore
If you have a problem that might be due to software that you installed on your computer, or if you want to
restore the system to a previous state without losing any personal information, use System Restore to return
the computer to a previous restore point.
NOTE: Always use this System Restore procedure before you use the System Recovery feature.
To start System Restore:
1. Close all open programs.
2. Click the Start button, right-click Computer, and then click Properties.
3. Click System protection, System Restore, click Next, and then follow the on-screen instructions.
System Recovery
WARNING! This procedure will delete all user information. To prevent loss of information, be sure to back up
all user information so you can restore it after recovery.
System Recovery completely erases and reformats the hard disk drive, deleting all data les that you have
created, and then reinstalls the operating system, programs, and drivers. However, you must reinstall any
software that was not installed on the computer at the factory. This includes software that came on media
included in the computer accessory box, and any software programs you installed after purchase. Any
personal les must be restored from backups you made.
If you were not able to create system recovery DVDs or USB ash drive, you can order a recovery disc set from
support. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.
NOTE: Always use the System Restore procedure before you use the System Recovery program. See System
Restore on page 127.
You must choose one of the following methods to perform a System Recovery:
●Recovery image — Run System Recovery from a recovery image stored on your hard disk drive. The
recovery image is a le that contains a copy of the original factory-shipped software. To perform a
System Recovery from a recovery image, see System Recovery when Windows is responding
on page 127 or System Recovery when Windows is not responding on page 128.
●Recovery media — Run System Recovery from recovery media that you have created from les stored
on your hard disk drive or purchased separately. See System Recovery using recovery media (select
models only) on page 128.
System Recovery when Windows is responding
CAUTION: System Recovery deletes all data and programs you created or installed. Before you begin, back
up any important data to a CD or DVD or to a USB ash drive.
NOTE: In some cases, you must use recovery media for this procedure. If you have not already created this
media, follow the instructions in Creating recovery media on page 124.
If the computer is working and Windows 7 is responding, use these steps to perform a System Recovery:
Backing up, restoring, and recovering in Windows 7 127
1. Turn o the computer.
2. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
3. Turn on the computer.
4. When Windows has loaded, click the Start button, and then click All Programs.
●If Security and Protection is listed, continue with step 5.
●If Productivity and Tools is listed, follow the steps in System Recovery when Windows is not
responding on page 128.
5. Click Security and Protection, click Recovery Manager, and then click Recovery Manager. If prompted,
click Yes to allow the program to continue.
6. Under I need help immediately, click System Recovery.
7. Select Yes, and then click Next. Your computer restarts.
8. When the computer restarts, you will see the Recovery Manager welcome screen again. Under I need
help immediately, click System Recovery. If you are prompted to back up your les, and you have not
done so, select Back up your les rst (recommended), and then click Next. Otherwise, select Recover
without backing up your les, and then click Next.
9. System Recovery begins. After System Recovery is complete, click Finish to restart the computer.
10. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then turn the
computer back on.
System Recovery when Windows is not responding
CAUTION: System Recovery deletes all data and programs you created or installed.
If Windows is not responding, but the computer is working, follow these steps to perform a System Recovery.
1. Turn o the computer. If necessary, press and hold the power button until the computer turns o.
2. Disconnect all peripheral devices from the computer, except the monitor, keyboard, and mouse.
3. Press the power button to turn on the computer.
4. As soon as you see the HP logo screen, repeatedly press the F11 key on your keyboard until the Windows
is Loading Files… message appears on the screen.
5. At the HP Recovery Manager screen, follow the on-screen instructions to continue.
6. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then turn the
computer back on.
System Recovery using recovery media (select models only)
Use the steps provided in this section if you created recovery media using Creating recovery media using HP
Recovery Manager (select models only) on page 124. If you used HP Recovery Disc Creator to create a
Windows 7 operating system DVD and a Driver Recovery DVD, use the steps in Using HP Recovery Disc
operating system discs (select models only) on page 129.
CAUTION: System Recovery deletes all data and programs you have created or installed. Back up any
important data to a CD or DVD or to a USB ash drive.
To perform a System Recovery using recovery media:
128 Chapter 8 System backup and recovery
1. If you are using a set of DVDs, insert the rst recovery disc into the DVD drive tray, and close the tray. If
you are using a recovery USB ash drive, insert it into a USB port.
2. Click the Start button, and then click Shut Down.
or
If the computer is not responding, press and hold the power button for approximately 5 seconds or until
the computer turns o.
3. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
4. Press the power button to turn on the computer, and press Esc as the computer is powering on to
display the startup menu.
5. Use the arrow keys to select the boot menu, and press Enter. Use the arrow keys to select the location
where the recovery media is inserted (USB or DVD). Press Enter to boot from that device.
6. If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive, select Media. On
the Welcome screen, under I need help immediately, click Factory Reset.
7. If you are prompted to back up your les, and you have not done so, select Back up your les rst
(recommended), and then click Next. Otherwise, select Recover without backing up your les, and
then click Next.
8. If you are prompted to insert the next recovery disc, do so.
9. When Recovery Manager is nished, remove the recovery disc or the recovery USB ash drive from the
system.
10. Click Finish to restart the computer.
Using HP Recovery Disc operating system discs (select models only)
Use the steps provided in this section if you used HP Recovery Disc Creator to create a Windows 7 operating
system DVD and a Driver Recovery DVD. If you created recovery media using Creating recovery media using HP
Recovery Manager (select models only) on page 124. use the steps in System Recovery using recovery media
(select models only) on page 128.
If you cannot use the recovery discs you previously created using the HP Recovery Disc Creator (select models
only), you must purchase a Windows 7 operating system DVD to reboot the computer and repair the operating
system.
To order a Windows 7 operating system DVD, contact support. Go to http://www.hp.com/support, select your
country or region, and follow the on-screen instructions.
CAUTION: Using a Windows 7 operating system DVD completely erases the hard drive contents and
reformats the hard drive. All les that you have created and any software that you have installed on the
computer are permanently removed. When reformatting is complete, the recovery process helps you restore
the operating system, as well as drivers, software, and utilities.
To initiate recovery using a Windows 7 operating system DVD:
NOTE: This process takes several minutes.
Backing up, restoring, and recovering in Windows 7 129
1. If possible, back up all personal les.
2. Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before
the Windows operating system loads.
NOTE: If the computer does not boot to the DVD, restart the computer and press Esc as the computer
is powering on to see the startup menu. Use the arrow keys to select the boot menu and press Enter. Use
the arrow keys to select the location where the recovery DVD is inserted. Press Enter to boot from that
device.
3. When prompted, press any keyboard key.
4. Follow the on-screen instructions.
5. Click Next.
6. Select Install now.
7. Follow the on-screen instructions.
After the repair is completed:
1. Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD.
2. Follow the on-screen instructions to install the Hardware Enabling Drivers rst, and then install
Recommended Applications.
130 Chapter 8 System backup and recovery
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, recongure the computer to the Full Boot Every x Days mode, using Computer Setup.
NOTE: For more information on Computer Setup, see Computer Setup (F10) Utility on page 71.
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.
4. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
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. 1. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
2. Remove expansion boards.
3. Replace the system board.
005-Real-Time Clock Power Loss Invalid time or date in conguration memory. Reset the date and time under Control Panel
(Computer Setup can also be used). If the
POST numeric codes and text messages 131
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 conguration was recently
changed, unplug the computer, restore
the original memory conguration, 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 conguration was recently
changed, unplug the power cord, restore
the original memory conguration, 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 conguration was recently
changed, unplug the power cord, restore
the original memory conguration, 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 conguration was recently
changed, unplug the power cord, restore
the original memory conguration, and
reboot the computer.
4. If the error persists, replace the system
board.
132 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 Front audio cable has been detached or
unseated from system board.
Reconnect or replace front audio cable.
2E1-MemorySize Error Memory amount has changed since the last
boot (memory added or removed).
The system memory size is dierent 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 conguration failed during
boot up.
1. Ensure memory modules are correctly
installed.
2. Verify proper memory module type.
3. Remove and replace the identied 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 identied
in the error message is missing critical SPD
information, or is incompatible with the chipset.
1. Verify proper memory module type.
2. Try another memory socket.
3. Replace with a supported module.
2E4-DIMM Conguration Warning The current memory conguration 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
memory error correction.
1. If additional memory was recently added,
remove it to see if the problem remains.
2. Check product documentation for
memory support information.
2E6–Memory Not Congured 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–Conguration Change Warning The storage device conguration will be
updated as shown.
Not applicable
301-Hard Disk 1: SMART Hard Drive Detects
Imminent Failure
Hard drive is about to fail. (Some hard drives
have a hard drive rmware patch that will x 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 rmware patch
if applicable. (Available at
http://www.hp.com/support.)
POST numeric codes and text messages 133
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 rmware patch that will x 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 rmware patch
if applicable. (Available at
http://www.hp.com/support.)
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 rmware patch that will x 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 rmware patch
if applicable. (Available at
http://www.hp.com/support.)
3. Back up contents and replace hard drive.
3F0–Boot Device Not Found Boot device not found. Insert boot device or load operating system.
3F1–Hard Disk 1 Error Hard disk 1 error. 1. Check and/or replace cables.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
3. Replace the hard disk drive.
3F2–Hard Disk 2 Error Hard disk 2 error. 1. Check and/or replace cables.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
3. Replace the hard disk drive.
400-Serial Port A Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
401-Serial Port B Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
402-Serial Port C Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
403-Serial Port D Address Conict Detected Both external and internal serial ports are
assigned to the same resources.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Password security and
resetting CMOS on page 138.)
134 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes
Control panel message Description Recommended action
3. Recongure card resources and/or run
Computer Setup or Windows utilities.
419-Out of Memory Space for Option ROMs 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.
41A-Front USB1/USB2 Not Connected Front USB cable has been detached or unseated
from system board.
Reconnect or replace front USB cable.
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 congured 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-
C on the system board.
Install cable between I2C on card and USB-C on
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 o.
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 o.
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
not Detected
Chassis, rear chassis, or front chassis fan is not
connected or may have malfunctioned.
1. Reseat chassis, rear chassis, or front
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
and SATA 1 ports should be used for hard drives
before other ports.
Ensure SATA connectors are used in ascending
order. For one device, use SATA 0. For two
devices, use SATA 0 and SATA 1. For three
devices, use SATA 0, SATA 1, and SATA 2.
POST numeric codes and text messages 135
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
specications. The machine should return to
normal operation once the situation is resolved.
Make sure system has proper airow.
90E-Power Supply Fan Not detected Power supply fan is not connected or may have
malfunctioned.
1. Reseat power supply fan.
2. Reseat fan cable.
3. Replace power supply fan.
910–Filter Warning Airow lter is dirty. Replace the airow lter.
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, specic 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 specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
136 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes
4 Thermal
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 rst 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 The embedded controller policy requires the user to enter a key sequence.
2.4 The embedded controller is checking or recovering the boot block.
Hardware 3.2 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 The system board displays a power failure (crowbar).*
3.5 The processor is not detected.*
3.6 The processor does not support an enabled feature.
Thermal 4.2 A processor over temperature condition has been detected.*
4.3 An ambient temperature over temperature condition has been detected.
4.4 An MXM over temperature condition has been detected.
System board 5.2 The embedded controller cannot nd valid rmware.
5.3 The embedded controller has timed out waiting for the BIOS.
5.4 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 137
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 o 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 BiosCongUtility tool
available from www.hp.com. See Computer Setup (F10) Utility on page 71 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 specically identied 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 congured
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:
138 Chapter 10 Password security and resetting CMOS
1. Shut down the operating system properly, then turn o 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 o. 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 briey 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 identied. For assistance locating the
password jumper and other system board components, see the system board components image at
System board callouts on page 51.
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 139
Clearing and resetting the BIOS
The CMOS button resets BIOS settings to default, but does not clear the passwords or aect any of the other
Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially
unprovision AMT.
1. Turn o the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to
disconnect the power cord from the wall outlet, and allow the internal system components to cool
before touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to the
system board even when the unit is turned o. 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 briey 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
done through Computer Setup. See Computer Setup (F10) Utility on page 71 for information on backing
up the CMOS settings.
4. Locate, press, and hold the CMOS button in for ve 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
board components image at System board callouts on page 51.
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
conguration changes have occurred. Use Computer Setup to reset any special system setups along with
the date and time.
For instructions on Computer Setup, see Computer Setup (F10) Utility on page 71.
140 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 141
Country-specic requirements
Additional requirements specic 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
CEBC
CSA
Italy (1)
Japan (3)
Norway (1)
Sweden (1)
IMQ
METI
NEMKO
SEMKO
Denmark (1)
Finland (1)
France (1)
Germany (1)
DEMKO
SETI
UTE
VDE
Switzerland (1)
United Kingdom (1)
United States (2)
SEV
BSI
UL
1. The exible cord must be Type HO5VV-F, 3-conductor, 0.75mm2 conductor size. Power cord set ttings (appliance coupler and
wall plug) must bear the certication mark of the agency responsible for evaluation in the country where it will be used.
2.The exible 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) conguration.
3.Appliance coupler, exible 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) conguration.
142 Appendix A Power cord set requirements
B Statement of Volatility
HP conrms that CMIT desktop HP All-in-One systems contain DDR3 or DDR4 volatile memory (memory
amount depends on the customer conguration). In addition, the motherboard in the condition originally
shipped without subsequent modication or the addition or installation of any applications, features, or
functionality, contains the following nonvolatile memory: Real Time Clock battery backed-up conguration
memory (256 Bytes), DIMM Serial Presence Detect (SPD) conguration data (256 Bytes per module, 128 Bytes
programmable), Serial Peripheral Interface (SPI) ROM for System BIOS (ProOne400 16M Bytes) and Super I/
O’s: masked keyboard ROM (overall 2K Bytes). In addition, these units contain a Trusted Platform Module
(TPM) that contains 16K Bytes of non-volatile memory for user data. The volatile memory will not hold any
user data once power has been removed for 30 seconds or longer.
To restore the Non-Volatile memory:
1. Download the latest BIOS (system ROM) from the HP website.
2. Follow the instructions to ash the BIOS that are found on the website.
3. Turn on the system, and while system is powering on, and after the HP splash screen, press the F10 key
to enter BIOS setup screen.
4. Select Security > Restore Security Settings to Factory Defaults. Select Yes to conrm. The system will
reboot. This action will reset the settings in the Security menu to their defaults, reset the TPM and
embedded Fingerprint reader (if present), and clear the passwords.
NOTE: Although the TPM security keys will be cleared, data in the non-volatile memory indices may
not be. Data stored in these indices should not contain security sensitive information. If an application
locks down and secures the non-volatile indices, these indices cannot be cleared.
5. Re-enter the F10 setup utility.
6. Select Advanced > Secure Boot Conguration.
7. Select Reset Secure Boot Keys to factory defaults.
8. Press the F10, and the select Yes to save changes.
9. Re-enter the F10 setup utility.
10. Select Apply Factory Defaults and Exit, and the select Yes to conrm.
11. Re-enter the F10 Setup Utility and select Save Custom Defaults to erase any custom values previously
saved.
If Absolute Persistence Module is enabled on the computer, see the service provider for instructions to disable
the feature.
143
CSpecications
Dimensions
Width
Depth
Height
Without stand
20.92 in (567.2 mm)
2.31 in (58.71 mm)
14.63 in (371 mm)
Easel stand
20.92 in (567.2 mm)
5.85 in (148.72 mm)
14.63 in (371 mm)
Adjust Height Stand
20.92 in (567.2 mm)
8.27 in (209.95 mm)
20.92 in (567.2 mm)
Reclining Stand
20.92 in (567.2 mm)
10.96 in (278.36 mm)
16.92 in (429.85 mm)
Approximate Weight
With touch panel
Without touch panel
14.05 lb (6.38 kg)–
14.49 lbs (6.58 kg)
13.48 lb (6.12 kg)–
13.92 lbs (6.32 kg)
15.55 lb (7.06 kg)–
15.99 lbs (7.26 kg)
14.95 lb (6.79 kg)–
15.39 lbs (6.99 kg)
22.42 lb (9.91 kg)– 24.86
lbs (10.11 kg)
21.82 lb (9.91 kg)– 22.26
lbs (10.11 kg)
20.79 lb (9.44 kg)–
21.23 lbs (9.64 kg)
20.19 lb (9.17 kg) –
20.64 lbs (9.37 kg)
Temperature Range
Operating
Nonoperating
50° to 95°F (10° to 35°C)
-22° to 140°F (-30° to 60°C)
Relative Humidity (non-
condensing)
Operating
Non-operating
10-90% at ambient
5-95% at ambient
Maximum Altitude
(unpressurized)
Operating
Non-operating
0 - 10,000 ft (0 - 3,048 m)
0 - 30,000 ft (0 - 9,144 m)
Power Supply
Rated Voltage Range
Rated Line Frequency
100-240 V
50-60 Hz
Max Operating Power 120 W
90 W
144 Appendix C Specications
Index
A
access panel
locked 88
removing 28
adjustable-height stand
attaching 25
removing 26
administrator password 138
antenna
removing 45
audible codes 136
audio problems 100
B
backup and recovery, Windows 7
123
Backup and Restore, Windows 7
126
backups
creating Windows 7 124, 126
battery
disposal 20
battery replacement 41
beep codes 136
BIOS
clearing and resetting 140
booting options
Full Boot 131
Quick Boot 131
C
cable management 21
cable pinouts, SATA data 21
card reader
illustrated 9
cautions
AC power 14
cables 19
electrostatic discharge 14
keyboard cleaning 18
keyboard keys 18
CD-ROM or DVD problems 110
chassis types, illustrated 14
cleaning
computer 18
mouse 19
safety precautions 17
CMOS
backing up 138
components
front 2
internal 5
rear 4
side 3
computer cleaning 18
Computer Setup
access problem 87
Converter board
illustrated 9
converter board
removing 33
country power cord set
requirements 142
Customer Support 85
D
display panel
illustrated 9
removing 65, 68
drive
2.5-inch, installing 31
2.5-inch, removing 30
optical drive, replacing 31
types 29
drive cable 56
Driver Recovery DVD,
creating 125
using for restore 129
Driver Recovery media, Windows
123
Driver Recovery media, Windows
8.1 123
E
easel stand
attaching 26
removing 27
electrostatic discharge (ESD) 14
preventing damage 15
error
codes 131, 136
messages 131
F
F10 Setup
access problem 87
f11 recovery, Windows 8 122
f11 recovery, Windows 8.1 122
fan
illustrated 9
removing 59
features
overview 1
ash drive problems 113
ashing LEDs 136
front components 2
front panel problems 114
G
general problems 87
grounding methods 16
H
hard disc drive 29
2.5-inch, installing 31
2.5-inch, removing 30
replacing 29
self-encrypting 29
solid state 29
types 29
hard drive
proper handling 19
hard drive problems 92
hard drive recovery
Windows 122
Windows 7 127
Windows 8.1 122
hardware installation problems 105
heat sink
illustrated 9
removing 46
Help and Support
Windows 7 124
helpful hints 86
Index 145
HP PC Hardware Diagnostics (UEFI)
downloading 83
HP Recovery Disc Creator, using 125
I
installing
2.5-inch hard disc drive 31
battery 41
optical disc drive 31
internal components 5
Internet access problems 114
K
keyboard
cleaning 18
illustrated 13
keyboard problems 103
L
labels
Certicate of Authenticity 6
location 6
Microsoft Certicate of
Authenticity 6
serial number 6
service 6
left side panel
illustrated 7
left trim
removing 62
M
media card reader
problems 94
memory
maximum 38
problems 109
slots 38
SODIMMs specications 38
specications 38
memory module
removing 38
Microsoft Certicate of Authenticity
label 6
monitor problems 95
mouse
cleaning 19
problems 103
N
network problems 106
numeric error codes 131
O
opening the computer 22
operating guidelines 17
operating system media, Windows
8 123
operating system media, Windows
8.1 123
optical drive
problems 110
replacing 31
optical drive bezel blank
illustrated 7
overheating, prevention 17
P
password
administrator 138
clearing 138
power-on 138
port cover
removing 23
POST error messages 131
power connector
removing 57
power cord set requirements
country specic 142
power problems 91
power supply 144
illustrated 9
power-on password 138
printer problems 102
problems
audio 100
CD-ROM or DVD 110
Computer Setup 87
F10 Setup 87
ash drive 113
front panel 114
general 87
hard drive 92
hardware installation 105
Internet access 114
keyboard 103
Media Card Reader 94
memory 109
monitor 95
mouse 103
network 106
power 91
printer 102
software 116
product name and number,
computer 6
R
rear components 4
rear I/O cover and bottom trim
illustrated 7
removing 64
rear port cover
removing 23
recline stand
attaching 24
removing 24
recovery discs, steps for creating
Windows 7 125
recovery discs, using for restore
129
recovery media, creating 125
recovery media, creating Windows
7 124
recovery partition, Windows 8 122
recovery partition, Windows 8.1
122
recovery USB ash drive, steps for
creating Windows 7 125
recovery using Windows 8 operating
system media 123
recovery using Windows 8.1
operating system media 123
removal and replacement procedures
access panel 28
All-in One chassis 22
antenna 45
converter board 33
display panel 65, 68
fan 59
ngerprint reader 60
heat sink 46
left trim 62
memory 38
power connector 57
preparing to disassemble the
computer 22
rear I/O cover and bottom trim
64
right trim 60
serial/PS2 board 52
146 Index
speakers 54
system board 49
system board shield 37
thermal module 46
top trim 34
VESA mounting bracket 55
webcam module 35
WLAN module 43
removing
2.5-inch hard disc drive 30
optical drive 31
removing battery 41
resetting
CMOS 138
password jumper 138
restoring the hard drive, Windows
122
restoring the hard drive, Windows
8.1 122
right side panel
illustrated 7
right trim
removing 60
S
safety and comfort 85
safety precautions
cleaning 17
SATA
data cable pinouts 21
screws, correct size 19
security
rear port cover, removing 23
serial number 6
service considerations 19
side components 3
SODIMM
identication 38
location 38
specications 38
software
problems 116
servicing computer 19
speakers
illustrated 9
removing 54
specications
computer 144
specications, memory 38
stand assembly
illustrated 7
stands 24
adjustable-height, attaching 25
adjustable-height, removing 26
easel, attaching 26
easel, removing 27
recline, attaching 24
recline, removing 24
static electricity 15
system board
removing 49
system board shield
removing 37
System Recovery using Windows 7
recovery media 128
System Recovery, Windows 7 127
system restore points, creating
Windows 7 124
System Restore, Windows 7 127
T
temperature control 17
thermal module
removing 46
tools, servicing 19
top trim
removing 34
V
ventilation, proper 17
VESA mounting bracket
removing 55
W
webcam module
illustrated 9
removing 35
Windows 10
backup and restore 117
Windows 7
backing up information 126
backup and recovery 123
Backup and Restore 126
creating backups 124
creating recovery media 124
creating system restore points
124
hard drive recovery 127
Help and Support 124
steps for creating recovery
discs 125
steps for creating recovery
media 124
steps for creating recovery USB
ash drive 125
System Recovery 127
System Recovery using recovery
media 128
System Restore 127
Windows 7 operating system discs
using for restore 129
Windows 7 operating system DVD
creating 125
using for restore 129
Windows 7 operating system media
creating 125
Windows 8
backup and restore 121
Driver Recovery media 123
f11 recovery 122
hard drive recovery 122
operating system DVD 123
recovery partition 122
restoring the hard drive 122
Windows 8.1
backup and restore 121
Driver Recovery media 123
f11 recovery 122
hard drive recovery 122
operating system DVD 123
recovery partition 122
restoring the hard drive 122
WLAN module
illustrated 9
removing 43
Index 147