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 bottom cover
- RTC battery
- USB wireless receiver
- Bezel
- Webcam and microphone modules
- Display panel
- WLAN module
- Hard drive
- OSD (On-Screen Display) board
- Audio board
- Fan assembly
- Speakers
- Wireless antennas
- Webcam/microphone connector board
- Feet
- System board
- Memory
- Heat sink
- Processor
- Solid-state drive (M.2)
- 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 audio problems
- Solving printer problems
- Solving keyboard and mouse problems
- Solving hardware installation problems
- Solving network problems
- Solving memory problems
- Solving USB flash drive 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 Pro Curved User Manual
Displayed below is the user manual for Pro Curved by HP which is a product in the All-in-One PCs/Workstations category. This manual has pages.
Related Manuals
HP ENVY PRO Curved All-in-One Desktop PC
Maintenance & Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.
© Copyright 2016 HP Development Company,
L.P.
Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel is a trademark 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: January 2016
Document Part Number: 854095-001
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.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, at
surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as
pillows or rugs or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft
surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with
the user-accessible surface temperature limits dened by the International Standard for Safety of
Information Technology Equipment (IEC 60950-1).
iii
iv Safety warning notice
Table of contents
1 Product features ........................................................................................................................................... 1
Standard conguration .......................................................................................................................................... 1
Front components .................................................................................................................................................. 2
Bottom components .............................................................................................................................................. 3
Rear components ................................................................................................................................................... 4
Labels ..................................................................................................................................................................... 5
2 Illustrated parts catalog ................................................................................................................................ 6
System parts .......................................................................................................................................................... 6
Misc parts ............................................................................................................................................................... 7
Mass storage devices ............................................................................................................................................. 8
Processors and memory modules ......................................................................................................................... 8
Cables ..................................................................................................................................................................... 9
3 Routine care, SATA drive guidelines, and disassembly preparation .................................................................. 10
Electrostatic discharge information .................................................................................................................... 10
Generating static ............................................................................................................................... 10
Preventing electrostatic damage to equipment ............................................................................... 11
Personal grounding methods and equipment .................................................................................. 11
Grounding the work area ................................................................................................................... 11
Recommended materials and equipment ........................................................................................ 12
Operating guidelines ........................................................................................................................................... 12
Routine care ......................................................................................................................................................... 13
General cleaning safety precautions ................................................................................................ 13
Cleaning the Computer Case ............................................................................................................. 13
Cleaning the keyboard ....................................................................................................................... 13
Cleaning the display .......................................................................................................................... 14
Cleaning the mouse ........................................................................................................................... 14
Service considerations ......................................................................................................................................... 14
Tools and software Requirements .................................................................................................... 14
Screws ............................................................................................................................................... 14
Cables and connectors ...................................................................................................................... 15
Hard Drives ........................................................................................................................................ 15
Lithium coin cell battery .................................................................................................................... 15
SATA hard drive cables ......................................................................................................................................... 16
SATA data cable ................................................................................................................................. 16
v
Cable management .............................................................................................................................................. 16
4 Removal and Replacement Procedures .......................................................................................................... 17
Preparing to disassemble the computer ............................................................................................................. 17
Rear bottom cover ............................................................................................................................................... 18
RTC battery .......................................................................................................................................................... 20
USB wireless receiver ........................................................................................................................................... 22
Bezel .................................................................................................................................................................... 23
Webcam and microphone modules ..................................................................................................................... 25
Display panel ....................................................................................................................................................... 26
WLAN module ...................................................................................................................................................... 28
Hard drive ............................................................................................................................................................. 30
OSD (On-Screen Display) board ........................................................................................................................... 32
Audio board .......................................................................................................................................................... 33
Fan assembly ....................................................................................................................................................... 34
Speakers .............................................................................................................................................................. 35
Wireless antennas ................................................................................................................................................ 38
Webcam/microphone connector board ............................................................................................................... 39
Feet ...................................................................................................................................................................... 41
System board ....................................................................................................................................................... 43
Updating SMBIOS Information .......................................................................................................... 44
System ID Setup Page ....................................................................................................................... 45
System board callouts ....................................................................................................................... 45
Memory ................................................................................................................................................................ 47
Heat sink .............................................................................................................................................................. 49
Processor ............................................................................................................................................................. 50
Solid-state drive (M.2) ......................................................................................................................................... 51
5 Computer Setup (F10) Utility ........................................................................................................................ 52
Computer Setup (F10) Utilities ............................................................................................................................ 52
Using Computer Setup (F10) Utilities ................................................................................................ 53
Computer Setup—File ....................................................................................................................... 54
Computer Setup—Storage ................................................................................................................ 55
Computer Setup—Security ............................................................................................................... 56
Computer Setup—Power .................................................................................................................. 58
Computer Setup—Advanced ............................................................................................................. 58
Recovering the Conguration Settings ............................................................................................................... 59
6 Using HP PC Hardware Diagnostics (UEFI) ....................................................................................................... 60
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................... 60
vi
7 Troubleshooting without diagnostics ............................................................................................................ 62
Safety and comfort .............................................................................................................................................. 62
Before you call for technical support .................................................................................................................. 62
Helpful hints ........................................................................................................................................................ 63
Solving general problems .................................................................................................................................... 64
Solving power problems ...................................................................................................................................... 68
Solving hard drive problems ................................................................................................................................ 69
Solving media card reader problems ................................................................................................................... 71
Solving audio problems ....................................................................................................................................... 72
Solving printer problems ..................................................................................................................................... 74
Solving keyboard and mouse problems .............................................................................................................. 75
Solving hardware installation problems ............................................................................................................. 76
Solving network problems .................................................................................................................................. 78
Solving memory problems .................................................................................................................................. 80
Solving USB ash drive problems ........................................................................................................................ 81
Solving Internet access problems ....................................................................................................................... 82
Solving software problems .................................................................................................................................. 83
8 System backup and recovery ........................................................................................................................ 84
Backing up, restoring, and recovering in Windows 10 ........................................................................................ 84
Creating recovery media and backups .............................................................................................. 84
Creating HP Recovery media (select products only) ...................................................... 84
Using Windows tools ......................................................................................................................... 85
Restore and recovery ........................................................................................................................ 85
Recovering using HP Recovery Manager ........................................................................ 86
What you need to know before you get started .......................................... 86
Using the HP Recovery partition (select products only) .............................. 87
Using HP Recovery media to recover ........................................................... 87
Changing the computer boot order .............................................................. 87
Removing the HP Recovery partition (select products only) ....................... 87
9 POST error messages and diagnostic front panel LEDs and audible codes ......................................................... 89
POST numeric codes and text messages ............................................................................................................. 89
Interpreting system validation diagnostic front panel LEDs and audible codes ................................................ 94
10 Password security and resetting CMOS ........................................................................................................ 96
Resetting the password jumper .......................................................................................................................... 96
Clearing and resetting the BIOS ........................................................................................................................... 98
vii
Appendix A Power cord set requirements ......................................................................................................... 99
General requirements .......................................................................................................................................... 99
Japanese power cord requirements .................................................................................................................... 99
Country-specic requirements .......................................................................................................................... 100
Appendix B Statement of Volatility ................................................................................................................ 101
Appendix C Specications ............................................................................................................................. 102
Index ........................................................................................................................................................... 103
viii
Front components
Component Component
1 Internal microphones (2) 5 IR projector
2 IR camera 6 Speakers
3 Webcam light 7 Power light
4 Webcam
2 Chapter 1 Product features
Bottom components
Component Component
8 Audio-in (microphone)/audio-out (headphone) combo jack 12 Volume/down button
9 Memory card reader 13 Input switch/up button
10 USB 3.0 charging (powered) port 14 Menu/OK button
11 USB 3.0 port 15 Power button
Bottom components 3
Rear components
Component Component
16 Power connector 20 USB 2.0 ports (2)
17 HDMI-out port 21 HDMI-in port
18 USB 3.0 ports (2) 22 Security cable slot
19 RJ-45 (network) jack
4 Chapter 1 Product features
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems.
●HP platforms preinstalled with Windows 10 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 10 operating system with HP-approved recovery methods.
●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.
●Serial number label
Labels 5
2 Illustrated parts catalog
Component appearance may vary.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
System parts
Item Description
(1) Display
ZBD
NZBD
(2) Front bezel
6 Chapter 2 Illustrated parts catalog
Item Description
*Adhesive, for use with the front bezel; not illustrated
(3) Rear cover
(4) I/O cover
(5) System board
*Power supply, 180 W, external; not illustrated
*not illustrated
Misc parts
Item Description
(1) Speaker, woofer
(2) Speaker, tweeter
(3) Fan
(4) Heat sink
(5) Stand/feet
Right
Left
(6) OSD button board
(7) Audio board
(8) Webcam module
Misc parts 7
Item Description
(9) Microphone modules
(10) Depth sensor
*WLAN module, Intel 802.11ac (2x2) WLAN and Bluetooth 4.0 Card
*Wireless antennas
Main
Auxiliary
*Keyboard
*Power cord
*not illustrated
Mass storage devices
Description
External optical drive, DVD±RW drive
Hard drive
2 TB, 5400 rpm, 2.5 inch
1 TB, 7200 rpm, 2.5 inch
Solid-state drive (not illustrated)
256-GB solid-state drive, 2280SS, PCIe
128-GB solid-state drive, 2280SS, PCIe
Processors and memory modules
Description
Memory module (SODIMM; PC4-17000)
8-GB
Intel Processors (include replacement thermal material)
Intel Core i7-6700T (2.8-GHz)
Intel Core i5-6400T (2.2-GHz)
8 Chapter 2 Illustrated parts catalog
Cables
Description
Backlight cable
LCM 40-pin (EDP SGN)
LCM 10-pin (EDP PWR)
Transfer cable (F/B side)
Transfer cable (M/B side)
Hard drive cable
Audio cable
OSD cable
Cables 9
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.
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.
10 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent damage to electric
components and accessories.
●To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
●Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
●Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
●Place items on a grounded surface before removing them from their container.
●Always be properly grounded when touching a sensitive component or assembly.
●Avoid contact with pins, leads, or circuitry.
●Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●Wrist straps are 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.
Electrostatic discharge information 11
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
●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.
12 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
●Never cover the ventilation slots on the monitor with any type of material.
●Install or enable power management functions of the operating system or other software, including
sleep states.
Routine care
General cleaning safety precautions
1. Never use solvents or 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.
Cleaning the Computer Case
Follow all safety precautions in General cleaning safety precautions on page 13 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 13 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 13.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 13
before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
●Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●Canned, pressurized air may be used to clean debris from under the keys. Caution should be used as too
much air pressure can dislodge lubricants applied under the wide keys.
Routine care 13
●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 display
●Wipe the display screen with a clean cloth moistened with water or with a towelette designed for
cleaning displays. 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 display.
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 13.
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 may need the following tools:
●Torx T-15 screwdriver
●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.
14 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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.
●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 10
●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.
Service considerations 15
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.
16 Chapter 3 Routine care, SATA drive guidelines, and disassembly preparation
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.
7. Since the computer screen is curved, be sure to stabilize the computer on a surface that is free of any
items that could damage the display. Be sure the display is secure before disassembly.
WARNING! Beware of sharp edges inside the chassis.
Preparing to disassemble the computer 17
Rear bottom cover
The bottom rear cover hides rear ports and the RTC battery. To remove the cover, remove the caps from atop
both screws at the bottom of the computer under the feet, and then turn the screws to loosen the cover. Then
pry the cover o the computer. The following image shows screw cover locations.
To remove the rear bottom cover:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Use a tool to pry the screw covers from atop the screws.
NOTE: Only the right screw cover is shown in the following image.
18 Chapter 4 Removal and Replacement Procedures
3. Turn both screws counter-clockwise until you hear a click and the cover disengages from the chassis.
4. Pry upward along the bottom of the cover until you remove it from the computer.
NOTE: Only the right side of the cover is shown in the following image.
To install the cover, align it and press it down to snap it in place.
Rear bottom cover 19
RTC battery
The RTC battery is located under the rear bottom cover.
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.
To remove the RTC battery:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the rear bottom cover (see Rear bottom cover on page 18).
20 Chapter 4 Removal and Replacement Procedures
3. To remove the RTC battery, press the tab on the inside of the battery socket, and the lift the battery out
of the socket (1).
To insert a new battery, slide one edge of the replacement battery under the holder’s lip with the
positive side up. Push the other edge down until the clamp snaps over the other edge of the battery (2).
RTC battery 21
USB wireless receiver
The computer ships with a wireless keyboard and mouse. The USB wireless receiver is located under the rear
bottom cover near the RTC battery.
To remove the USB wireless receiver:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the rear bottom cover (see Rear bottom cover on page 18).
3. Pull the receiver toward the right, away from the slot to remove it.
To install the USB receiver, reverse the removal procedure.
22 Chapter 4 Removal and Replacement Procedures
Bezel
The bezel is secured with tape underneath. Work around all sides of the bezel, prying it up to remove it. The
webcam is housed on the inside, top of the bezel and has two cables that route to a connector board at the
top of the chassis.
CAUTION: When prying the bezel o the computer, be careful not to ex the bezel too much, which could
result in its breaking.
After you disengage the bezel from the computer, only lift the bezel enough to access the webcam cables
underneath. If you lift the bezel too far o the chassis before disconnecting the cables, you could damage the
connectors.
To remove the bezel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Pry the bezel o the chassis. Work around all sides of the bezel to disengage the tape that secures the
bezel to the chassis. Do NOT lift the bezel completely o the computer.
Bezel 23
3. Lift the top of the bezel enough to access the cables connected to the board underneath, and then
disconnect both cables from the board.
To install the bezel, reverse the removal procedures.
24 Chapter 4 Removal and Replacement Procedures
Webcam and microphone modules
The webcam and microphone modules are located on the inside of the top of the bezel. There are three
boards — one larger webcam board and two smaller microphone boards that sit underneath the webcam
board.
To remove the webcam and microphone modules:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the two Phillips screws (1) that secure the webcam module to the top of the bezel, and then lift
the module and place it next to the bezel (2).
4. Disconnect the cable from the right (1) and left (2) microphone modules and from the webcam module
(3). Remove the modules from the bezel.
To replace the webcam and microphone modules, reverse the removal procedures.
Webcam and microphone modules 25
Display panel
To remove the display panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the two Phillips screws (1) that secure the bracket below the display panel, and then lift the
bracket out of the computer (2).
4. Remove the 12 Phillips screws (3) that secure the display panel to the computer.
5. Rotate the bottom of the display panel upward to access the cables underneath. Use an appropriate
wedge (such as a piece of foam) on each side under the display to hold the display up to allow you to
disconnect the cables underneath.
26 Chapter 4 Removal and Replacement Procedures
6. Disconnect the three display cables from the system board.
7. Lift the display panel o the computer.
To replace the display panel, reverse the removal procedures.
Display panel 27
WLAN module
The WLAN module is located near the top of the system board, under the display panel. 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 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the antenna cables from the module (1).
28 Chapter 4 Removal and Replacement Procedures
5. Remove the Phillips screw (2) that secures the module to the computer.
6. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket.
To install the WLAN module, reverse the removal procedures.
When connecting the antennas cables, connect the white cable to the ‘Main’ connector on the module and the
black cable to the ‘Aux’ connector on the module.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
WLAN module 29
Hard drive
The hard drive is located under the display panel. The hard drive is housed in a bracket and has a removable
connector/cable. One cable connects the drive to the system board.
Description
2 TB, 5400 rpm, 2.5 inch
1 TB, 5400 rpm, 2.5 inch
To remove the hard drive:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Slide the label holder out so you can gain access to the hard drive.
5. Disconnect the hard drive cable from the system board (1).
6. Remove the three screws (2) that secure the hard drive assembly to the computer.
30 Chapter 4 Removal and Replacement Procedures
7. Lift the hard drive assembly out of the computer (3).
8. Disconnect the hard drive connector cable from the hard drive (1), remove the four screws that secure
the hard drive to the bracket (2), and slide the drive out of the bracket (3).
To install a hard drive, reverse the removal procedures. Make sure all four rubber screw grommets are
installed correctly for each screw in the bracket as shown in the following image.
Hard drive 31
OSD (On-Screen Display) board
The OSD board is located near the bottom, right side of the computer.
To remove the OSD board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the cable from the board (1).
5. Remove the tape from the board (2).
6. While pulling the tab away from the board (3), lift the board out of the computer (4).
To install the OSD board, reverse the removal procedures.
32 Chapter 4 Removal and Replacement Procedures
Audio board
The audio board is located near the bottom, left side of the computer.
To remove the audio board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the cable from the audio board (1).
5. Remove the two Phillips screws (2) that secure the trim to the computer.
6. Remove the audio board from the computer (3).
To install the audio board, reverse the removal procedures.
Audio board 33
Fan assembly
The fan assembly is located to the right of the system board. You can remove the fan without removing the
heat sink.
To remove the fan assembly:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the fan cable from the system board (1).
5. Remove the three Phillips screws that secure the fan to the computer (2).
6. Remove the fan from the computer (3).
To install the fan assembly, reverse the removal procedures.
34 Chapter 4 Removal and Replacement Procedures
Speakers
The speaker assemblies are located on both sides of the computer. Each speaker assembly consists of two
separate components (four components in all), and is secured with seven screws (14 screws in both
speakers).
To remove the speakers:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the bracket from the top of the computer by removing the two Phillips screws (1), and then
lifting the bracket out of the computer (2).
Speakers 35
5. Disconnect the speaker cables from the system board.
6. Remove seven Phillips screws that secure each speaker assembly to the computer.
36 Chapter 4 Removal and Replacement Procedures
7. Lift the WLAN antenna tape from atop the speaker cables on both the left and right sides of the top of
the computer, and then remove the speaker cables from the routing path at the top of the computer.
NOTE: Be sure to carefully note the routing of the speaker cables along the top of the computer for
reinstallation.
The speaker cables and wireless antenna cables maybe intertwined.
8. Remove the speaker assemblies from the computer.
To install the speaker assemblies, reverse the removal procedures.
Speakers 37
Wireless antennas
The wireless antennas route from the WLAN module via routing paths to transceivers at the top of the
computer. The antenna cables route along a similar path as the speaker cables. 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 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the antenna cables from the WLAN module (1).
5. Peel the transceivers o the computer (2).
6. Remove the antenna cables from the routing path at the top of the computer (3).
To install the antenna cables and transceivers, reverse the removal procedures.
When connecting the antennas cables, connect the white cable to the ‘Main’ connector on the module and the
black cable to the ‘Aux’ connector on the module.
38 Chapter 4 Removal and Replacement Procedures
Webcam/microphone connector board
The webcam/microphone connector board is located near the top of the computer. The board connects to the
webcam and microphone modules that are secured to the inside, top of the bezel.
To remove the webcam/microphone connector board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Disconnect the webcam/microphone connector board cable from the system board.
Webcam/microphone connector board 39
5. Pull the tabs on each side of the board (1), and then lift the board out of the computer (2).
To install the webcam/microphone connector board, reverse the removal procedures.
40 Chapter 4 Removal and Replacement Procedures
Feet
Each foot is secured to the inside of the computer with four screws.
To remove the feet:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the four Phillips screws that secure each foot to the inside of the computer.
Feet 41
5. Rotate the top of each foot upward (right foot illustrated below).
6. Pull the foot down through the hole in the rear of the computer to remove it.
To install the feet, reverse the removal procedures.
42 Chapter 4 Removal and Replacement Procedures
System board
To remove the system board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the WLAN module (see WLAN module on page 28).
5. Remove the USB receiver (see USB wireless receiver on page 22).
6. Disconnect the following cables from the system board, noting their location for reinstallation:
(1): Webcam/microphone connector board cable
(2): Fan cable
(3): Hard drive cable
(4): Speaker (tweeter) cable
(5): Speaker (subwoofer) cable
(6): Audio board cable
(7): OSD board cable
7. Remove the nine Phillips screws that secure the system board to the computer.
System board 43
8. Loosen the screw that secures the heat sink to the computer.
9. Lift the system board up and out of the computer.
To install the system board, reverse the removal procedures.
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.
44 Chapter 4 Removal and Replacement Procedures
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
System board callouts
System board 45
Sys Bd Label Color Component Sys Bd Label Color Component
Audio Black Audio board connector CHFAN Black Fan connector
SPK Tweeter Black Speaker connector SATA0 White Hard drive connector
SPK Woofer White Speaker connector eDP_PWR_Panel White Display panel connector
eDP Panel Black Display panel connector BL_Panel Black Display panel connector
WEBCAM Black Webcam/microphone
board connector
OSD Black OSD board connector
WLAN Black Wireless module
connector
Sys Bd Label Color Component Sys Bd Label Color Component
Processor Silver Processor socket BAT Black RTC battery socket
DIMM1 Black Memory module socket USB_RECEIVER Silver Wireless USB receiver
DIMM2 Black Memory module socket SSD Black Solid-state drive
connector
PSWD Blue Password jumper
46 Chapter 4 Removal and Replacement Procedures
Memory
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 8 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 DIMM1 Channel A
Upper Socket DIMM2 Channel B
●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.
●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 17).
2. Remove the bezel (see Bezel on page 23).
Memory 47
3. Remove the display panel (see Display panel on page 26).
4. Remove the system board (see System board on page 43), and then turn it over.
5. 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).
6. To install a memory module, position the notch (1) correctly into the socket, slide the SODIMM into the
socket at approximately a 30° angle (2), then press the SODIMM down (3) so that the latches lock it in
place.
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
The computer automatically recognizes the additional memory when you turn on the computer.
48 Chapter 4 Removal and Replacement Procedures
Heat sink
The heat sink is secured to the system board. You have to remove the system board and ip it over to remove
the heat sink.
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the system board (see System board on page 43), and then turn it over.
5. In the order indicated on the heat sink, loosen the nine captive Phillips screws that secure the heat sink
to the system board.
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the
downward forces on the processors. This is especially important as the pins on the sockets are very
fragile and any damage to them may require replacing the system board.
6. 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.
Heat sink 49
Processor
Description
Intel Core i7-6700T (2.8-GHz)
Intel Core i5-6400T (2.2-GHz)
To remove the processor:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the system board (see System board on page 43), and then turn it over.
5. Remove the heat sink (see Heat sink on page 49).
6. Rotate the locking lever to its full open position (1).
7. Raise and rotate the microprocessor retainer to its fully open position (2), and then carefully lift the
processor from the socket (3).
CAUTION: Do NOT handle the pins in the processor socket. These pins are very fragile and handling
them could cause irreparable damage. Once pins are damaged it may be necessary to replace the
system board.
The heat sink must be installed within 24 hours of installing the processor to prevent damage to the
processor’s solder connections.
NOTE: After installing a new processor onto the system board, always update the system ROM to ensure
that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the
Web at: http://www.hp.com.
50 Chapter 4 Removal and Replacement Procedures
Solid-state drive (M.2)
Description
256-GB solid-state drive, 2280SS, PCIe
128-GB solid-state drive, 2280SS, PCIe
Before removing the solid-state drive, follow these steps:
To remove the solid-state drive:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
2. Remove the bezel (see Bezel on page 23).
3. Remove the display panel (see Display panel on page 26).
4. Remove the system board (see System board on page 43), and then turn it over.
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
NOTE: If the module springs up when the screw is removed, be sure to remove the module at the angle
dictated by the spring mechanism.
When installing the module, be sure to insert the module at the angle that it sits after the screw is
removed and the module springs up.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
Solid-state drive (M.2) 51
5 Computer Setup (F10) Utility
Computer Setup (F10) Utilities
Use Computer Setup (F10) Utility to do the following:
●Change factory default settings.
●Set the system date and time.
●Set, view, change, or verify 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.
●Enable Quick Boot, which is faster than Full Boot but does not run all of the diagnostic tests run during a
Full Boot. You can set the system to:
■always Fast Boot (default);
■periodically Full Boot (from every 1 to 30 days); or
■always Full Boot.
●Select Post Messages Enabled or Disabled to change the display status of Power-On Self-Test (POST)
messages. Post Messages Disabled suppresses most POST messages, such as memory count, product
name, and other non-error text messages. If a POST error occurs, the error is displayed regardless of the
mode selected. To manually switch to Post Messages Enabled during POST, press any key (except F1
through F12).
●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 a setup password that controls access to the Computer Setup (F10) Utility and the settings
described in this section.
●Secure integrated I/O functionality, including the USB ports, audio, or embedded NIC, so that they
cannot be used until they are unsecured.
●Enable or disable removable media boot ability.
●Solve system conguration errors detected but not automatically xed during the Power-On Self-Test
(POST).
●Replicate the system setup by saving system conguration information on a USB device and restoring it
on one or more computers.
●Execute self-tests on a specied ATA hard drive (when supported by drive).
●Enable or disable DriveLock security (when supported by drive).
52 Chapter 5 Computer Setup (F10) Utility
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.
NOTE: If the Computer Setup (F10) Utility is set to “fast boot”, use one of the following procedures to
access Computer Setup:
●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 8.1 instructions for rebooting the computer into the Computer Setup (F10)
Utility.
3. A choice of ve headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power,
and Advanced.
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 File > Save Changes and Exit.
●If you have made changes that you do not want applied, select Ignore Changes and Exit.
●To reset to factory settings or previously saved default settings (some models), select Apply
Defaults and Exit. This option will restore the original factory system defaults.
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 CMOS could become corrupted. It is safe to turn o the computer only after exiting the F10 Setup
screen.
Computer Setup (F10) Utilities 53
Computer Setup—File
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-1 Computer Setup—File
Option Description
System Information Lists:
●Manufacturer
●Product name
●SKU number
●Serial number
●Born on Date
●System board ID and CT number
●BIOS Revision
●BIOS Revision
●BIOS Date
●Processor type and speed
●Installed memory size/speed, number of channels (single or dual) (if applicable)
About Displays copyright notice.
Set Time and Date Allows you to set system time and date.
Default Setup Save Current Settings as Default
Saves the current system conguration settings as the default.
Restore Factory Settings as Default
Restores the factory system conguration settings as the default.
Apply Defaults and Exit Applies the currently selected default settings and clears any established passwords.
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to system conguration or default settings and exits Computer Setup.
54 Chapter 5 Computer Setup (F10) Utility
Computer Setup—Storage
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-2 Computer Setup—Storage
Option Description
Device
Conguration
Lists all installed BIOS-controlled storage devices.
When a device is selected, detailed information and options are displayed. The following options may be
presented:
●Hard Disk: Size, model, rmware version, serial number.
Storage Options SATA Emulation
Allows you to choose how the SATA controller and devices are accessed by the operating system. Supported
options include: IDE and AHCI (default).
CAUTION: SATA emulation changes may prevent access to existing hard drive data and degrade or corrupt
established volumes.
IDE Mode- This is the default and most backwards-compatible setting of the options. Operating systems
usually do not require additional driver support in IDE mode. Use this option for "normal" (non-RAID)
congurations
AHCI Mode (default option) - Allows operating systems with AHCI device drivers loaded to take advantage of
more advanced features of the SATA controller.
Removable Media Boot
Enables/disables ability to boot the system from removable media. Default is enabled.
DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System (DPS)
self-tests.
NOTE: This selection will only appear when at least one drive capable of performing the DPS self-tests is
attached to the system.
Boot Order Allows you to:
●UEFI Boot Sources: Specify the order in which EFI 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. Each
device on the list may be individually excluded from or included for consideration as a bootable operating
system source.
EFI boot sources always have precedence over legacy boot sources.
●Legacy Boot Sources: 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. Each device on the list may be individually excluded from or included for consideration as a
bootable operating system source.
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. To remove the device from consideration as a
bootable device, press F5.
You can use F5 to disable individual boot items, as well as disable EFI boot and/or legacy boot.
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 boot menu) and then F9 (Boot Order), or only F9 (skipping the boot 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.
Computer Setup (F10) Utilities 55
Computer Setup—Security
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-3 Computer Setup—Security
Option Description
Setup Password Allows you to set and enable a setup (administrator) password.
NOTE: If the setup password is set, it is required to change Computer Setup options, ash the ROM, and
make changes to certain plug and play settings under Windows.
Power-On Password Allows you to set and enable a 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.
Password Options
(This selection appears
only if a power-on
password or setup
password is set.)
Allows you to enable/disable:
●Lock Legacy Resources (determines whether or not Windows Device Manager is allowed to change
resource settings for serial and parallel ports).
●Stringent security (enabling the stringent password disables the ability to reset the password by
moving the jumper on the system board). Default is disabled.
CAUTION: If you enable the stringent security feature and you forget the setup password or the
power-on password, the computer is inaccessible and can no longer be used.
If you lose or forget the password, the system board must be replaced. This scenario is not covered
under warranty.
To prevent the computer from becoming permanently unusable, record your congured setup
password or power-on password in a safe place away from your computer. Without these
passwords, the computer cannot be unlocked.
●Setup Browse Mode (appears if a setup password is set) (allows viewing, but not changing, the F10
Setup Options without entering setup password). Default is enabled.
●Password prompt on F9 & F12 (requires setup password to use these boot functions). Default is
enabled.
●Network Server Mode. Default is disabled.
Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:
●Embedded security device
●System audio
●Network controller
●SATA ports (varies by model)
USB Security Allows you to set Enabled/Disabled (default is Enabled) for:
●Front USB Ports
●Rear USB Ports
●Internal USB Ports
Slot Security Allows you to disable any M.2 card slot. Default is enabled.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network server.
Default is enabled.
System IDs Allows you to set:
●Product Name
●Serial Number
56 Chapter 5 Computer Setup (F10) Utility
Table 5-3 Computer Setup—Security (continued)
●Universal Unique Identier (UUID) number. The UUID can only be updated if the current chassis serial
number is invalid. (These ID numbers are normally set in the factory and are used to uniquely
identify the system.)
●SKU Number
●Family Name
●Feature Byte. Default is enabled.
●Build ID
●Keyboard locale setting for System ID entry.
System Security (these
options are hardware
dependent)
NOTE: Available options are displayed depending on system conguration.
Virtualization Technology (enable/disable) - Controls the virtualization features of the processor.
Changing this setting requires turning the computer o and then back on. Default is disabled.
Secure Boot
Conguration
CAUTION: Changing the default setting of any of the Setup options on this page for operating systems
that do not support Secure Boot may prevent the system from booting successfully.
●Legacy Support—Enable/Disable. Allows you to turn o all legacy support on the computer,
including booting to DOS, running legacy graphics cards, booting to legacy devices, and so on. If set
to disable, legacy boot options in Storage > Boot Order are not displayed. Default is enabled.
●Secure Boot—Enable/Disable. Allows you to 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 disabled,
except for Windows systems which have this setting enabled. Secure Boot enabled also sets Legacy
Support to disabled.
●Key Management—This option lets you manage the custom key settings.
◦Clear Secure Boot Keys—Don't Clear/Clear. Allows you to delete any previously loaded custom
boot keys. Default is Don't Clear.
◦Key Ownership—HP Keys/Custom Keys. Selecting Custom Mode allows you to modify the
contents of the secure boot signature databases and the platform key (PK) that veries kernels
during system start up, allowing you to use alternative operating systems. Selecting HP Keys
causes the computer boot using the preloaded HP-specic boot keys. Default is HP Keys.
●Fast Boot—Enable/Disable. Fast boot disables the ability to interrupt boot, such as pressing f keys
to access items before the operating system loads. Default is disabled.
NOTE: If Windows detects a serious error, it will interrupt the boot process automatically and
display advanced boot options.
From Windows, you can press Shift and select Restart to access the screen that lets you boot to a
device or troubleshoot your computer.
Computer Setup (F10) Utilities 57
Computer Setup—Power
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-4 Computer Setup—Power
Option Description
OS Power Management ●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.
●Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.
Hardware Power
Management
SATA Power Management – Enables or disables SATA bus and/or device power management. Default is
enabled.
S5 Maximum Power Savings – Turns o power to all nonessential hardware when system is o to meet
EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.
S4/S5 Wake On LAN. Lets you set the computer to power on at the specied days/times set in the BIOS
power-on. Default is disabled.
USB Fast Charging Port in S4/S5. Lets you enable or disable the USB charging port when the computer is in
S4 (hibernate) or S5 (power o) state. Default is enabled.
Thermal Fan idle mode—This bar graph controls the minimum permitted fan speed.
NOTE: This setting only changes the minimum fan speed. The fans are still automatically controlled.
CPU Fan Speed—Shows the fan speed.
Computer Setup—Advanced
NOTE: Support for specic Computer Setup options may vary depending on the hardware conguration.
Table 5-5 Computer Setup—Advanced (for advanced users)
Option Heading
Power-On Options Allows you to set:
●POST messages (enable/disable). Enabling this feature will cause the system to display POST error
messages, which are error messages displayed on the monitor during the Power On Self Test if the
BIOS encounters some kind of problem while starting the PC. A POST error message will only display
on screen if the computer is capable of booting this far. If the POST detects an error before this
point, a beep code is generated instead. Default is disabled.
●After Power Loss (o/on/previous state). Default is Power o. Setting this option to:
◦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 you turn o power to the computer using the switch on a power strip, you will not be able to
use the suspend/sleep feature or the Remote Management features.
●POST Delay (in seconds). Enabling this feature will add a user-specied delay to the POST process.
This delay is sometimes needed for hard disks on some PCI cards that spin up very slowly, so slowly
that they are not ready to boot by the time POST is nished. The POST delay also gives you more
time to select F10 to enter Computer (F10) Setup. Default is None.
BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify.
58 Chapter 5 Computer Setup (F10) Utility
Table 5-5 Computer Setup—Advanced (for advanced users) (continued)
Bus Options Allows you to enable or disable:
●PCI SERR# Generation. Default is enabled.
●PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI conguration space; only
needed when more than one graphics controller is installed. Default is disabled.
Device Options Allows you to set:
●Num Lock State at Power-On (o/on). Default is o.
●Multi-Processor (enable/disable). Use this option to disable multi-processor support under the OS.
Default is enabled.
●Hyper threading (enable/disable). Use this option to disable processor hyper-threading.
●NIC PXE Option ROM Download (enable, disable). The BIOS contains an embedded NIC option ROM to
allow the unit to boot through the network to a PXE server. This is typically used to download a
corporate image to a hard drive. The NIC option ROM takes up memory space below 1MB commonly
referred to as DOS Compatibility Hole (DCH) space. This space is limited. This F10 option will allow
users to disable the downloading of this embedded NIC option ROM thus giving more DCH space for
additional PCI cards which may need option ROM space. The default is-enabled.
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—File on page 54 in the
Computer Setup—File table.)
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—File
on page 54 in the Computer Setup—File table.)
Recovering the Conguration Settings 59
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 code is generated. This ID code can then be provided to support to help determine how to correct
the problem.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode and you
must use the keyboard attached.
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 60.
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 Hardware Diagnostics to a 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, select the Download link, and then select Run.
Download any version of UEFI for a specic product
1. Go to http://www.hp.com/support.
2. Select Get software and drivers.
60 Chapter 6 Using HP PC Hardware Diagnostics (UEFI)
3. Enter the product name or number.
– or –
Select Identify now to let HP automatically detect your product.
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.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 61
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 89.
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 52 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 89 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 63 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.
62 Chapter 7 Troubleshooting without diagnostics
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
●Be in front of your computer when you call.
●Write down the computer serial number, product ID number, and monitor serial number before calling.
●Spend time troubleshooting the problem with the service technician.
●Remove any hardware that was recently added to your system.
●Remove any software that was recently installed.
●Restore the system from the Recovery Disc Set that you created or restore the system to its original
factory condition in System Software Requirement Disks (SSRD).
CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data 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 89 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 76 for instructions.
●Be sure that all the needed device drivers have been installed. For example, if you are using a printer,
you need a driver for that model printer.
●Remove all bootable media (CD/DVD or USB device) from the system before turning it on.
Helpful hints 63
●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.
64 Chapter 7 Troubleshooting without diagnostics
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 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).
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.
Solving general problems 65
Poor performance.
Cause Solution
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 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.
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:
66 Chapter 7 Troubleshooting without diagnostics
System does not power on and the LEDs on the front of the computer are not ashing.
Cause Solution
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.
Solving general problems 67
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.
68 Chapter 7 Troubleshooting without diagnostics
Solving hard drive problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. 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 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 76 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.
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
Solving hard drive problems 69
Nonsystem disk/NTLDR missing message.
Cause Solution
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 89 to determine possible
causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
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.
70 Chapter 7 Troubleshooting without diagnostics
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.
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 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
Solving media card reader problems 71
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 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.
72 Chapter 7 Troubleshooting without diagnostics
Sound does not come out of the speaker or headphones.
Cause Solution
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.
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 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.
Solving audio problems 73
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 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.
74 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 10:
Solving keyboard and mouse problems 75
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 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.
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.
76 Chapter 7 Troubleshooting without diagnostics
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 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.
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.
Solving hardware installation problems 77
Power LED ashes Red three times and then white two times.
Cause Solution
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.
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using
Device Manager.
To access Device Manager in Windows 10, type device
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 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 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.
78 Chapter 7 Troubleshooting without diagnostics
Diagnostics reports a failure.
Cause Solution
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely attached
to the correct device.
The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of
the cable.
Ensure that the cable and device at the other end are operating
correctly.
The network controller is defective. Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause Solution
Network drivers are not loaded, or driver parameters do not
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 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 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.
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.
Solving network problems 79
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.
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.
80 Chapter 7 Troubleshooting without diagnostics
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 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
Solving USB ash drive problems 81
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 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 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.
82 Chapter 7 Troubleshooting without diagnostics
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Solving software problems
Most software problems occur as a result of the following:
●The application was not installed or 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 89 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.
Solving software problems 83
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 84. 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 86.
●Use Windows tools to create system restore points and create backups of personal information.
For more information, see Using Windows tools on page 85.
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 85.
●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.
84 Chapter 8 System backup and recovery
◦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 86.
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.
Backing up, restoring, and recovering in Windows 10 85
▲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 86. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 84.
●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 86.
●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 87.
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 84.
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.
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 84.
●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 84.
●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.
86 Chapter 8 System backup and recovery
●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 87.
3. Follow the on-screen instructions.
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.
Backing up, restoring, and recovering in Windows 10 87
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 84.
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.
88 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 52.
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 96.)
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 96.)
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 89
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.
90 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 91
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 96.)
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 96.)
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 96.)
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 96.)
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 96.)
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 96.)
92 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 93
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
94 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 95
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 52 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:
96 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 45.
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 97
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 52 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 45.
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 52.
98 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 99
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.
100 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.
101
CSpecications
Dimensions
Width
Depth
Height
36.6 in (93.0 cm)
6.6 in (16.8 cm)
18.4 in (46.7 cm)
Approximate Weight 29.8 lb (13.52 kg)
Temperature Range
Operating
Nonoperating
41° to 95°F (5° to 35°C)
-4° to 140°F (-20° to 60°C)
Relative Humidity (non-condensing)
Operating
Non-operating
10-90% at ambient
5-95% at ambient
Maximum Altitude (unpressurized)
Operating
Non-operating
-50 ft- 10,000 ft (-15 m - 3,048 m)
-50 ft - 40,000 ft (-15 m - 12,192 m)
Power Supply
Rated Voltage Range
Rated Line Frequency
Output voltage
Output amps
Max Operating Power
100-240 V
50-60 Hz
19 V
9.47
180 W
102 Appendix C Specications
Index
A
access panel
locked 65
administrator password 96
antennas
removing 38
audible codes 94
audio board
removing 33
audio problems 72
B
battery
disposal 15
battery replacement 20
beep codes 94
BIOS
clearing and resetting 98
booting options
Full Boot 89
Quick Boot 89
bottom components 3
C
cable management 16
cable pinouts, SATA data 16
cautions
AC power 10
cables 15
electrostatic discharge 10
keyboard cleaning 13
keyboard keys 14
chassis types, illustrated 10
cleaning
computer 13
mouse 14
safety precautions 13
CMOS
backing up 96
components
bottom 3
front 2
rear 4
computer cleaning 13
Computer Setup
access problem 64
country power cord set
requirements 100
Customer Support 62
D
display panel
removing 26
E
electrostatic discharge (ESD) 10
preventing damage 11
error
codes 89, 94
messages 89
F
F10 Setup
access problem 64
fan
removing 34
features
overview 1
feet
removing 41
ash drive problems 81
ashing LEDs 94
front components 2
G
general problems 64
grounding methods 11
H
hard drive
proper handling 15
removing 30
hard drive problems 69
hardware installation problems 76
heat sink
removing 49
helpful hints 63
HP PC Hardware Diagnostics (UEFI)
using 60
I
installing
RTC battery 20
USB wireless receiver 22
Internet access problems 82
K
keyboard
cleaning 13
keyboard problems 75
L
labels
Certicate of Authenticity 5
location 5
Microsoft Certicate of
Authenticity 5
serial number 5
service 5
M
media card reader
problems 71
memory
maximum 47
problems 80
slots 47
SODIMMs specications 47
specications 47
memory module
removing 47
Microsoft Certicate of Authenticity
label 5
mouse
cleaning 14
problems 75
N
network problems 78
numeric error codes 89
O
opening the computer 17
operating guidelines 12
Index 103
OSD board
removing 32
overheating, prevention 12
P
password
administrator 96
clearing 96
power-on 96
POST error messages 89
power cord set requirements
country specic 100
power problems 68
power supply 102
power-on password 96
printer problems 74
problems
audio 72
Computer Setup 64
F10 Setup 64
ash drive 81
general 64
hard drive 69
hardware installation 76
Internet access 82
keyboard 75
Media Card Reader 71
memory 80
mouse 75
network 78
power 68
printer 74
software 83
processor
removing 50
product name and number,
computer 5
R
rear bottom cover
removing 18
rear components 4
removal and replacement procedures
All-in One chassis 17
antennas 38
audio board 33
bezel 23
display panel 26
fan 34
feet 41
heat sink 49
memory 47
OSD board 32
preparing to disassemble the
computer 17
processor 50
speakers 35
system board 43
thermal module 49
webcam 25
wireless antennas 38
WLAN module 28
removing
hard drive 30
rear bottom cover 18
removing battery 20, 22
resetting
CMOS 96
password jumper 96
S
safety and comfort 62
safety precautions
cleaning 13
SATA
data cable pinouts 16
screws, correct size 14
serial number 5
service considerations 14
SODIMM
identication 47
location 47
specications 47
software
problems 83
servicing computer 14
solid-state drive
removal 51
spare part numbers 51
speakers
removing 35
specications
computer 102
specications, memory 47
static electricity 10
system board
removing 43
T
temperature control 12
thermal module
removing 49
tools, servicing 14
U
USB wireless receiver 22
V
ventilation, proper 12
W
webcam
removing 25
webcam/microphone connector
board 39
Windows 10
backup and restore 84
wireless antennas
removing 38
WLAN module
removing 28
104 Index