HP EliteDesk 800 G5 SFF Maintenance And Service Manual
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HP EliteDesk 800 G5 SFF Maintenance And Service Manual

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  • Page 1 Maintenance and Service Guide HP EliteDesk 800 G5 SFF...
  • Page 2 HP Inc. bound by the terms of the HP End User License Not all features are available in all editions or under license. Intel, Celeron, Optane, and Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Standard configuration features ........................... 1 Front panel components ............................2 Rear panel components ............................3 Serial number location ............................3 2 Illustrated parts catalog ..........................4 Computer major components ..........................4 Miscellaneous parts ............................... 8 3 Routine care, SATA drive guidelines, and disassembly preparation ..............
  • Page 6 4 Removal and replacement procedures ......................18 Preparation for disassembly ..........................18 Access panel ................................. 19 Front bezel ................................20 Slim optical drive bezel blank ..........................21 Front bezel dust filter ............................22 System board connections ..........................23 Memory ................................24 Populating DIMM sockets ........................
  • Page 7 Clearing and resetting the BIOS ........................118 9 Using HP PC Hardware Diagnostics ......................119 Using HP PC Hardware Diagnostics Windows (select products only) ............... 119 Downloading HP PC Hardware Diagnostics Windows ..............119 Downloading the latest HP PC Hardware Diagnostics Windows version ..... 120...
  • Page 8 Backing up information and creating recovery media ..................127 Using Windows tools ........................127 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 127 Restoring and recovery ............................. 128 Restoring, resetting, and refreshing using Windows tools ............128 Recovering using HP Recovery media .....................
  • Page 9 Index ................................139...

  • Page 11: Product Features

    Standard configuration features Features may vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP Support Assistant utility. NOTE: This computer model can be used in a tower orientation or a desktop orientation. See...

  • Page 12: Front Panel Components

    Drive configuration may vary by model. Some models have a bezel blank covering the slim optical drive bay. Table 1-1 Front panel components Front panel components Slim optical drive (optional) USB port with HP Sleep and Charge SD card reader (optional) Audio-out (headphone) jack USB Type-C charging port Audio-out (headphone)/Audio-in (microphone) combo...

  • Page 13: Rear Panel Components

    NOTE: Your model may have additional optional ports available from HP. When a graphics card is installed in one of the system board slots, the video connectors on the graphics card and/or the integrated graphics on the system board may be used.

  • Page 14: Illustrated Parts Catalog

    Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Computer major components Item...
  • Page 15 Item Description USB-C option board HDMI option board DisplayPort option board Thunderbolt 3 option board (uses PCIe slot; not illustrated) Rear fan (for use only in models with a 95 W processor) WLAN modules Intel® 7265 802.11ac 2 × 2 with Bluetooth® M.2 Combo Card (non-vPro) Intel 7265 802.11ac 2 ×...
  • Page 16 Item Description Intel Core i7-9700K processor Intel Core i5-9600 processor Intel Core i5-9600K processor Intel Core i5-9500 processor Intel Core i3-9300 processor Intel Core i3-9100 processor Intel Core i7-8700 processor Intel Core i7-8700K processor Intel Core i5-8600 processor Intel Core i5-8600K processor Intel Core i5-8500 processor Intel Core i3-8033 processor Intel Pentium™...
  • Page 17 Item Description Printer port, PCIe x1 card (20) SATA data cable, 6 inch, 2 straight ends SATA data cable, 6 inch, 2 straight ends (RF solution) SATA data cable, 6 inch, 1 straight end, 1 angled end SATA data cable, 6 inch, 1 straight end, 1 angled end (RF solution) (21) SATA power cable Antenna, wireless...

  • Page 18: Miscellaneous Parts

    Miscellaneous parts Description HP USB-Type C-to-USB Type-A Hub SATA drive power cable DisplayPort cable DVI monitor cable Adapters DisplayPort-to-VGA DisplayPort-to-DVI DisplayPort-to-HDMI 2.0 USB Type-C-to-USB 3.0 USB-to-serial port Keyboard Washable, PVC, USB/PS2 Grey, USB Smart card, CCID, USB Smart card, slim, CCID, USB...
  • Page 19 Description USB, premium USB, antimicrobial USB/PS2, washable USB, hardened USB, grey USB, heath care, wired Power cord Miscellaneous parts...

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

    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. IMPORTANT: When the computer is plugged into an AC power source, voltage is always applied to the system board.

  • Page 21: Preventing Electrostatic Damage To Equipment

    Table 3-1 Static electricity occurrence based on activity and humidity (continued) Relative humidity Removing DIPs from vinyl tray 2,000 V 4,000 V 11,500 V Removing DIPs from polystyrene foam 3,500 V 5,000 V 14,500 V Removing bubble pack from PCB (printed circuit board) 7,000 V 20,000 V 26,500 V...

  • Page 22: Grounding The Work Area

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

  • Page 23: Operating Guidelines

    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 ●...

  • Page 24: Cleaning The Keyboard

    After cleaning, always wipe the unit with a clean, lint-free cloth. ● ● Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and limit the airflow. Cleaning the keyboard Follow all safety precautions in General cleaning safety precautions on page 13 before cleaning the keyboard.

  • Page 25: Tools And Software Requirements

    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 and then returned to their proper locations.

  • Page 26: Lithium Coin Cell Battery

    Do not dispose of batteries, battery packs, and accumulators with 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.

  • Page 27: Cable Management

    Cable management Always follow good cable management practices when working inside the computer. Keep cables away from major heat sources like the heat sink. ● Keep cables clear of sliding or moveable parts to prevent them from being cut or crimped when the parts ●...

  • Page 28: Removal And Replacement Procedures

    Removal and replacement procedures Adherence to the procedures and precautions described in this chapter is essential for proper service. After completing all necessary removal and replacement procedures, run the Diagnostics utility to verify that all components operate properly. NOTE: Not all features listed in this guide are available on all computers. Preparation for disassembly Routine care, SATA drive guidelines, and disassembly preparation on page 10 for initial safety procedures.

  • Page 29: Access Panel

    Access panel Prepare the computer for disassembly (Preparation for disassembly on page 18). Slide the access panel release lever to the left (1) so that it locks into place. Then slide the access panel back (2) and lift it off the computer (3). To install the access panel, reverse the removal procedure.

  • Page 30: Front Bezel

    Front bezel Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Lift up the three tabs on the top of the bezel (1), and then rotate the bezel off the chassis (2). To install the front bezel, reverse the removal procedure.

  • Page 31: Slim Optical Drive Bezel Blank

    Slim optical drive bezel blank On some models, a bezel blank covers the slim optical drive bay. Remove the bezel blank before installing an optical drive. To remove the bezel blank: Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 32: Front Bezel Dust Filter

    NOTE: The optional front bezel dust filter is available from HP. To remove, clean, and replace the dust filter: Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 33: System Board Connections

    System board connections Refer to the following illustration and table to identify the system board connectors for your model. Table 4-1 System board connectors Item System board connector System board label Color Component PCI Express ×16 downshifted to ×4PCIEXP White Expansion card a ×4 PCI Express ×1...

  • Page 34: Memory

    Memory The computer comes with double data rate 4 synchronous dynamic random access memory (DDR4-SDRAM) dual inline memory modules (DIMMs). The memory sockets on the system board are populated with at least one preinstalled memory module. To achieve the maximum memory support, you can populate the system board with up to 128 GB of memory configured in a high-performing dual-channel mode.

  • Page 35: Removing And Installing Dimms

    GB DIMM, and Channel B should be populated with the other two 1-GB DIMMs. With this configuration, 4 GB runs as dual-channel and 1 GB runs as single-channel. In any mode, the maximum operational speed is determined by the slowest DIMM in the system. ●...
  • Page 36 Push the module down into the socket, ensuring that the module is fully inserted and properly seated. Make sure the latches are in the closed position (3). NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket.

  • Page 37: Expansion Card

    Expansion card The computer has two PCI Express ×1 expansion sockets, one PCI Express ×16 expansion socket, and one PCI Express ×16 expansion socket that is downshifted to a ×4 socket. NOTE: The PCI Express sockets support only low profile cards. You can install a PCI Express ×1, ×4, ×8, or ×16 expansion card in the PCI Express ×16 socket.
  • Page 38 If you are removing a PCI Express ×1 card, hold the card at each end and carefully rock it back and forth until the connectors pull free from the socket. Lift the card (1) straight up then away from the inside of the chassis (2) to remove it.
  • Page 39 If you are removing a PCI Express ×16 card, pull the retention arm on the back of the expansion socket away from the card (1) and carefully rock the card back and forth until the connectors pull free from the socket. Lift the card (2) straight up then away from the inside of the chassis (3) to remove it.
  • Page 40 To install a new expansion card, hold the card just above the expansion socket on the system board then move the card toward the rear of the chassis (1) so that the bottom of the bracket on the card slides into the small slot on the chassis.

  • Page 41: Drives

    Drives For a list of available drives, see Computer major components on page Drive positions Table 4-2 Drive positions Drive positions 3.5-inch secondary hard drive bay 3.5-inch primary hard drive bay 2.5-inch hard drive bay 9.5 mm slim optical drive bay NOTE: The drive configuration on your computer may be different than the drive configuration shown above.

  • Page 42: Removing A 9.5 Mm Slim Optical Drive

    IMPORTANT: To prevent loss of work and damage to the computer or drive: If you are inserting or removing a drive, shut down the operating system properly, turn off the computer, and unplug the power cord. Do not remove a drive while the computer is on or in standby mode. Before handling a drive, be sure that you are discharged of static electricity.

  • Page 43: Installing A 9.5 Mm Slim Optical Drive

    Push the green release latch on the right rear side of the drive toward the center of the drive (1), and then slide the drive forward and out of the bay (2). Installing a 9.5 mm slim optical drive Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 44: Removing A 3.5-Inch Hard Drive

    Slide the optical drive through the front bezel all the way into the bay (1) so that the latch on the rear of the drive locks into place (2). Connect the power cable and data cable to the rear of the drive. Connect the opposite end of the data cable to one of the light-blue SATA connectors on the system board labeled SATA1 or SATA2.
  • Page 45 Disconnect the power cable (1) and data cable (2) from the rear of the hard drive. Pull the release lever next to the rear of the hard drive outward (1). While pulling the release lever out, lift the rear of the drive up (2), and then slide the front of the drive back and lift it out of the bay (3). Drives...
  • Page 46 Remove the four mounting screws (two on each side) from the old drive. You need these screws if you install a new drive. Chapter 4 Removal and replacement procedures...

  • Page 47: Installing A 3.5-Inch Hard Drive

    If replacing a 3.5-inch hard drive, transfer the mounting screws from the old hard drive to the new hard drive. If you are adding a second 3.5-inch hard drive, you can purchase extra mounting screws from HP. Install four silver-and-blue 6-32 mounting screws (two on each side of the drive).
  • Page 48 – Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws through the underside of the bracket and into the drive. Chapter 4 Removal and replacement procedures...
  • Page 49 Install four 6-32 silver-and-blue mounting screws in the adapter bracket (two on each side of – the bracket). Align the mounting screws on the front of the hard drive with the slots on the drive cage and press the front of the drive down and forward into the bay (1). Then press the rear of the drive down into the drive bay (2) to lock it in place.
  • Page 50 Connect the power cable (1) and data cable (2) to the rear of the hard drive. NOTE: If the 3.5-inch hard drive is the primary drive, connect the other end of the data cable to the dark-blue SATA connector on the system board labeled SATA0. If it is a secondary hard drive, connect the other end of the data cable to one of the light-blue SATA connectors on the system board.

  • Page 51: Drive Cage

    Drive cage Rotate the drive cage to remove and install a 2.5-inch hard drive, and to access components underneath. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Rotate the drive cage to its upright position. Rotate the drive cage back down to its normal position.

  • Page 52: Removing A 2.5-Inch Hard Drive

    Removing a 2.5-inch hard drive Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Rotate the drive cage to its upright position (Drive cage on page 41). Disconnect the power cable (1) and data cable (2) from the rear of the hard drive. Pull the release lever at the rear of the drive outward (1).

  • Page 53: Installing A 2.5-Inch Hard Drive

    Install four black-and-blue M3 mounting screws (two on each side of the drive). NOTE: M3 metric mounting screws can be purchased from HP. When replacing a drive, transfer the four mounting screws from the old drive to the new drive.

  • Page 54: Rotate The Drive Cage Back Down To Its Normal Position

    Align the mounting screws on the drive with the J-slots on the sides of the drive bay. Press the drive into the drive bay, and then slide the drive forward until it locks in place. Connect the power cable (1) and data cable (2) to the rear of the hard drive. NOTE: If the 2.5-inch hard drive is the primary drive, connect the other end of the data cable to the dark-blue SATA connector on the system board labeled SATA0.

  • Page 55: Removing And Installing An M.2 Ssd Storage Card

    Removing and installing an M.2 SSD storage card NOTE: There are two M.2 SSD sockets on the system board. The computer supports 2230 and 2280 M.2 SSD cards. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19).
  • Page 56 To install an M.2 SSD card, slide the pins on the card into the system board connector while holding the card at approximately a 30° angle (1). Press the other end of the card down (2), and then secure the card with the screw (3).

  • Page 57: Wlan Module

    WLAN module The WLAN module installs into a connector on the system board. For a list of available WLAN modules, see Computer major components on page To remove the WLAN module: Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 58: Hood Lock

    Hood lock The hood lock is secured to the back of the computer. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Disconnect the cable from the system board connector labeled HLCK (1), and then remove the cable from the clip on the fan duct (2).

  • Page 59: Card Reader

    Card reader The card reader is secured to the front of the computer behind the bezel. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Remove the front bezel (Front bezel on page 20).

  • Page 60: Antennas

    Antennas The wireless antennas are secured to both the front and back of the computer behind. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Remove the front bezel (Front bezel on page 20).
  • Page 61 Remove the Torx T15 screw (2) that secures the antenna to the front of the chassis (2), and then pull the antenna off the chassis and the cable out of the chassis (3). To install the antennas, reverse the removal procedure. Antennas...

  • Page 62: Air Duct

    Air duct The air duct sits over the fan sink. Air ducts are available for models that use up to a 65 W processor and models that use a 95 W processor. Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 63: Option Board

    Option board An option board can be installed near the back of the system board that provides an additional connector on the rear I/O panel. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19).

  • Page 64: Optional Rear Port

    Optional rear port The optional rear port is attached to the rear of the chassis with two screws. To remove the optional rear port: Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19).

  • Page 65: Fan Sink

    Fan sink IMPORTANT: The bond between the fan sink and the processor may be very tight. If you can power on the computer, before removing the fan sink, turn on the computer until it warms the fan sink. Warming the heat sink lessens the bond between the fan sink and the processor, thereby making separating them easier.
  • Page 66 Lift the fan sink from atop the processor (3) and set it on its side to keep from contaminating the work area with thermal grease. Up to 65 W processor models 95 W processor models Chapter 4 Removal and replacement procedures...
  • Page 67 Each time the heat sink is removed, apply fresh thermal grease to the top of the processor (1) and thoroughly clean the thermal grease from the bottom of the heat sink (2). Replacement thermal material is included with the fan sink and system board spare part kits. When reinstalling the fan sink, make sure that its bottom has been cleaned with an alcohol wipe and fresh thermal grease has been applied to the top of the processor.

  • Page 68: Fan

    The fan is secured to the back of the computer. IMPORTANT: The rear fan is used only in models with a 95 W processor. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19).

  • Page 69: Processor

    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/support. Processor...

  • Page 70: Power Supply

    Computer major components on page WARNING! To reduce potential safety issues, only the power supply provided with the computer, a replacement power supply provided by HP, or a power supply purchased as an accessory from HP should be used with the computer. WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet.

  • Page 71: Speaker

    Speaker The speaker is attached to the front of the rotating drive cage. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Remove the front bezel (Front bezel on page 20).

  • Page 72: System Board

    System board NOTE: All system board spare part kits include replacement thermal material. NOTE: System board appearance can vary. Prepare the computer for disassembly (Preparation for disassembly on page 18). Remove the access panel (Access panel on page 19). Remove the air duct (Air duct on page 52).
  • Page 73 Remove the eight Torx T15 screws that secure the system board to the chassis. System board...
  • Page 74 Slide the system board toward the front of the computer to disengage the I/O panel (1), then lift the rear of the system board upward (2), and then pull it out of the computer (3). When reinstalling the system board, first insert the I/O panel back into the slots in the rear of the chassis, and then align the board with the chassis screw holes.

  • Page 75: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component PWRCPU White 4-pin processor power SPKR White Speaker Silver Processor SSD2 Black M.2 solid-state drive CPUFAN White Processor fan SSD1 Black M.2 solid-state drive DIMM4 White Memory module White 6-pin main power DIMM3...

  • Page 76: Changing From Desktop To Tower Orientation

    The Small Form Factor computer can be used in a tower orientation with an optional tower stand that can be purchased from HP. NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower stand. Prepare the computer for disassembly (Preparation for disassembly on page 18).

  • Page 77: Troubleshooting Without Diagnostics

    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.

  • Page 78: Helpful Hints

    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. ●...

  • Page 79: Solving General Problems

    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.
  • Page 80 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.
  • Page 81 Poor performance. Cause Solution Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory Restart the computer. back to the system. Virus resident on the hard drive. Run virus protection program. Too many applications running. Close unnecessary applications to free up memory. Add more memory.

  • Page 82: Solving Power Problems

    System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 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.

  • Page 83: Solving Hard Drive Problems

    Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.) Computer powered off automatically and the Power LED flashes red four times and then white two times. Cause Solution The heat sink is not properly attached to the processor.
  • Page 84 Disk transaction problem. Cause Solution Either the directory structure is bad or there is a problem with a In Windows 10, type file in the taskbar search box, and then file. 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.
  • Page 85 Computer does not boot from hard drive. Cause Solution The device is attached to a SATA port that has been hidden in Check SATA cable connections. Computer Setup. Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Advanced > Port Options.

  • Page 86: Solving Media Card Reader Problems

    Solving media card reader problems Media card does not work in a digital camera after formatting it in Windows. Cause Solution By default, Windows formats any media card with a capacity Either format the media card in the digital camera or select FAT greater than 32 MB with the FAT32 format.

  • Page 87: Solving Display Problems

    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 Wait a few seconds so that the operating system can recognize reader was just installed into the computer and you are turning the reader and the available ports, and then recognize the media the PC on for the first time.
  • Page 88 Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.
  • Page 89 Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card (if applicable) or video connector and the monitor. Blurry video or requested resolution cannot be set.
  • Page 90 To download a SoftPaq that assists you with the synchronization, go to the following website, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not seated properly or is bad (some models). Reseat the graphics card. Replace the graphics card.

  • Page 91: Solving Audio Problems

    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. Headset microphone connected to the front is not working or is very quiet. Cause Solution The front Headset connector supports CTIA (Cellular Telephone Make sure that a CTIA style headset is being used or use an OMTP Industries Association) style headsets and not OMTP (Open Mobile...
  • Page 92 Sound does not come out of the speaker or headphones. Cause Solution Some applications can select which audio output device is used. Make sure the application has selected the correct audio device. The operating system controls may be set to use a different audio Set the operating system to use the correct audio device.

  • Page 93: Solving Printer Problems

    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 does not print. Cause Solution Printer is not turned on and online. Turn the printer on and make sure it is online.

  • Page 94: Solving Keyboard And Mouse Problems

    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.

  • Page 95: Solving Hardware Installation Problems

    Mouse does not respond to movement or is too slow. Cause Solution 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. IMPORTANT: When attempting to resume from Sleep state, do not hold down the power button for more than 4 seconds.
  • Page 96 Replace DIMMs one at a time to isolate the faulty module. NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4 Replace third-party memory with HP memory. Replace the system board. Chapter 5 Troubleshooting without diagnostics...

  • Page 97: Solving Network Problems

    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. Run Computer Setup and enable network controller.
  • Page 98 Diagnostics reports a failure. Cause Solution There is a problem with the cable or a device at the other end of Ensure that the cable and device at the other end are operating the cable. correctly. The network controller is defective. Contact an authorized service provider.

  • Page 99: Solving Memory Problems

    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 does not boot the operating system.

  • Page 100: Solving Cd-Rom And Dvd Problems

    Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving CD-ROM and DVD problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.
  • Page 101 Drive not found (identified). Cause Solution Cable could be loose. Check cable connections. The system may not have automatically recognized a newly See reconfiguration directions in the Solving hardware installation installed device. problems on page 85 section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup.

  • Page 102: Solving Usb Flash Drive Problems

    CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution Media has been inserted upside down. Re-insert the media with the label facing up. The DVD-ROM drive takes longer to start because it has to Wait at least 30 seconds to let the DVD-ROM drive determine the determine the type of media played, such as audio or video.

  • Page 103: Solving Front Panel Component Problems

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

  • Page 104: Solving Software Problems

    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.
  • Page 105 Computer does not continue and the HP logo does not appear. Cause Solution ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the computer. POST error messages and diagnostic front panel LEDs and audible codes on page 109 to determine possible causes.

  • Page 106: Computer Setup (F10) Utility

    Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following tasks: ● Change settings from the defaults or restore the settings to default values. View the system configuration, including settings for processor, graphics, memory, audio, storage, ●...
  • Page 107 Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, and then press Enter. To return to the Computer Setup Utilities menu, press Esc. To apply and save changes, select Main > Save Changes and Exit. If you have made changes that you do not want applied, select Ignore Changes and Exit.

  • Page 108: Computer Setup-Main

    Integrated MAC Address System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application launches. If HP Advanced Diagnostics is not installed, then a basic version built into the BIOS provides the capability to perform the following functions:...
  • Page 109 Show test logs Language selection ● Update System BIOS Lets you update the system BIOS from www.hp.com or another network server, from a removable USB drive, or from a file located on the hard drive. Displays current BIOS version information. ●...

  • Page 110: Computer Setup-Security

    Table 6-1 Computer Setup—Main (continued) Option Description Apply Custom Defaults Applies the custom default settings to the computer after rebooting. Does not apply to options in the and Exit Security menu. Apply Factory Defaults Restores the factory system configuration settings to the computer after rebooting. Does not apply to and Exit options in the Security menu.
  • Page 111 Only select Manual in situations in which forensic analysis is to be performed before HP Sure Start Recovery. When this policy is set to Manual, HP Sure Start does not correct any issues that are found until the local user enters the manual recovery key sequence. This can result in a system that is cannot boot after inputting the manual recovery key sequence.
  • Page 112 Table 6-2 Computer Setup—Security (continued) Option Description NOTE: Notify user alerts the user with a POST error on the first boot after the sensor detects removal of the cover. If the password is set, Administrator Password requires that the password be entered to boot the computer if the sensor detects that the cover has been removed.

  • Page 113: Computer Setup-Advanced

    Table 6-2 Computer Setup—Security (continued) Option Description Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock. Enable DriveLock. Sets the drive’s user password and enables DriveLock. ● Secure Erase Lets you select a hard drive to completely erase. Once a hard drive has been erased with a program that utilizes Secure Erase firmware commands, no file recovery program, partition recovery program, or other data recovery method is able to extract data from the drive.
  • Page 114 Table 6-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading UEFI Boot Order. ● Default is Enabled. Specify the order in which UEFI boot sources (such as a internal hard drive, USB hard drive, USB optical drive, or internal optical drive) are checked for a bootable operating system image.
  • Page 115 Table 6-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the computer off and then back on. Default is Disabled. PCI Express Slot x (Enable or Disable) Lets you disable individual expansion slots.
  • Page 116 Table 6-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading NOTE: Serial Port A settings, Serial Port B settings, or both, are available depending on installed hardware. I/O Address A/B Lets you specify the address. Default is Enabled. Interrupt A/B Lets you specify the address.
  • Page 117 Table 6-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading SATA Power Management (Enable or Disable) Enables or disables SATA bus or device power management. Default is Enabled. PCI Express Power Management (Enable or Disable) Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter lower power states while not in use.

  • Page 118: Computer Setup-Uefi Drivers

    Table 6-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active Management Technology (AMT). Computer Setup—UEFI Drivers Lets you restart the computer into the third-party Option ROM Management application. You can start this application directly by pressing during startup.

  • Page 119: Post Error Messages And Diagnostic Front Panel Leds And Audible Codes

    POST error messages and diagnostic front panel LEDs and audible codes This chapter 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.
  • Page 120 Control panel message Description Recommended action 005-Real-Time Clock Power Loss Invalid time or date in configuration memory. Reset the date and time under Control Panel (Computer Setup can also be used). If the RTC (real-time clock) battery may need to problem persists, replace the RTC battery.
  • Page 121 Run the Drive Protection erroneous error message.) System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) POST numeric codes and text messages 111...
  • Page 122 System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 309 – 30C: Hard Disk 3–6: SMART Hard Drive Hard drive is about to fail. (Some hard drives...
  • Page 123 Control panel message Description Recommended action Reconfigure card resources and run Computer Setup or Windows utilities. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently ▲ option ROM too large to download during POST. added, remove it to see if the problem remains.

  • Page 124: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is Reseat fan. not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating.
  • Page 125 Thermal System board Patterns of blink/beep codes are determined by using the following parameters: 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ●...

  • Page 126: Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner. This scenario is not covered under warranty.
  • Page 127 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 128: Clearing And Resetting The Bios

    Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button also partially unprovisions AMT. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.

  • Page 129: Using Hp Pc Hardware Diagnostics

    The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see...

  • Page 130: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

    If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 131: Starting Hp Pc Hardware Diagnostics Uefi

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations: HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 132: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 133 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.

  • Page 134: 10 Battery Replacement

    The lifetime of the lithium battery can be extended by plugging the computer into a AC outlet. The lithium battery is used only 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.
  • Page 135 Slide the replacement battery into position, positive side up. The battery holder automatically secures the battery in the proper position. Type 2 To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). To insert the new battery, slide one edge of the replacement battery under the lip of the holder with the positive side up.
  • Page 136 Insert the new battery and position the clip back into place. NOTE: After the battery has been replaced, use the following steps to complete this procedure. Replace the computer access panel. Plug in the computer and turn on power to the computer. Reset the date and time, your passwords, and any special system setups using Computer Setup.

  • Page 137: 11 Backing Up, Restoring, And Recovering

    Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: Go to the Microsoft Store and search for HP Cloud Recovery.

  • Page 138: Restoring And Recovery

    HP Recovery media is used to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see...

  • Page 139: Using Hp Sure Recover (Select Products Only)

    Using HP Sure Recover (select products only) Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the hardware and firmware. HP Sure Recover can fully restore the HP OS image without installed recovery software.

  • Page 140: 12 Power Cord Set Requirements

    12 Power cord set requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage of 100 V ac-120 V ac or 220 V ac-240 V ac. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.

  • Page 141: Country-Specific Requirements

    Country-specific requirements Additional requirements specific to a country are shown in parentheses and explained below. Table 12-1 Power cord country-specific requirements Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) Austria (1) Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2)

  • Page 142: 13 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 143 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check box for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 144: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 145 512 KB flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 135...

  • Page 146: Questions And Answers

    HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.

  • Page 147: Using Hp Sure Start (Select Models Only)

    BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 148: 14 Specifications

    14 Specifications Item Metric U.S. Dimensions Width 100 mm 3.94 in Depth 338 mm 13.3 in Height 308 mm 12.13 in Weight 9.00 kg 19.82 lb Max supported weight (desktop orientation) 35 kg 77 lb Temperature range Operating 5°C to 45°C 41°F to 113°F Non-operating -40°C to 66°C...
  • Page 149 127 hood lock codes 109, 114 backups 127 removal and replacement 48 messages 109 battery HP PC Hardware Diagnostics UEFI expansion card disposal 16 downloading 121 installation 27 battery replacement 124 starting 121 removal 27 beep codes 114...
  • Page 150 16 overheating, prevention 13 USB flash drive 128 hard drive characteristics 16 recovery media screws, correct size 15 creating using HP Cloud Recovery serial number location 3 password Download Tool 127 service considerations 14 administrator 116 creating using Windows tools...
  • Page 151 specifications computer 138 static electricity 10 system board illustrated 6 removal and replacement 62 SATA connectors 16 system board callouts 65 system board connections 23 system memory, removing personal data from volatile 132 system restore point, creating 127 temperature control 13 tools, servicing 15 Torx T15 screwdriver 15 tower orientation 66...

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