Maintenance and Service Guide
Page 4
SATA hard drives ...19 Cable management...19 4 Removal and replacement procedures ...21 Preparation for disassembly ...21 Access panel...21 Optical drive ...22 Front bezel ...23 2.5 inch hard drive...24 Speaker ...27 Card reader module ...28 WLAN module ...29 Solid-state drive ...31 Memory modules (DIMMs) ...32 Expansion card ...35 Fan duct ...36 Heat sink ...37 Processor...38 Power supply ...39 System board...41 Wireless antennas (select models only) ...43 5 Troubleshooting without diagnostics...46 Before you call for technical support ...46 Helpful hints...
SATA hard drives ...19 Cable management...19 4 Removal and replacement procedures ...21 Preparation for disassembly ...21 Access panel...21 Optical drive ...22 Front bezel ...23 2.5 inch hard drive...24 Speaker ...27 Card reader module ...28 WLAN module ...29 Solid-state drive ...31 Memory modules (DIMMs) ...32 Expansion card ...35 Fan duct ...36 Heat sink ...37 Processor...38 Power supply ...39 System board...41 Wireless antennas (select models only) ...43 5 Troubleshooting without diagnostics...46 Before you call for technical support ...46 Helpful hints...
Maintenance and Service Guide
Page 5
... Insufficient memory error during operation...62 Power light blinks red five times followed by a two-second pause and the computer beeps five times (Beeps stop after fifth iteration but lights continue blinking 62 Solving USB flash drive problems...62 USB flash drive is not seen as a drive letter in Windows...62 USB flash drive not found (identified) ...63 System will not boot from USB flash drive...63 The computer boots to DOS after making a bootable flash drive 63 Solving internet access problems...63...
... Insufficient memory error during operation...62 Power light blinks red five times followed by a two-second pause and the computer beeps five times (Beeps stop after fifth iteration but lights continue blinking 62 Solving USB flash drive problems...62 USB flash drive is not seen as a drive letter in Windows...62 USB flash drive not found (identified) ...63 System will not boot from USB flash drive...63 The computer boots to DOS after making a bootable flash drive 63 Solving internet access problems...63...
Maintenance and Service Guide
Page 53
... key on the system. Be sure to back up all data files before opening the computer to prevent system board or component damage. NOTE: For sales information and warranty upgrades (Care Packs), call your system. ● Remove any software that was recently installed. ● Restore the system from the Recovery Disc Set that all the needed device drivers have installed an operating system other than the factory-installed operating...
... key on the system. Be sure to back up all data files before opening the computer to prevent system board or component damage. NOTE: For sales information and warranty upgrades (Care Packs), call your system. ● Remove any software that was recently installed. ● Restore the system from the Recovery Disc Set that all the needed device drivers have installed an operating system other than the factory-installed operating...
Maintenance and Service Guide
Page 55
... Computer Setup settings to be set correctly. 4. Solution Unlock the Smart Cover Lock using Computer Setup. Low on the hard drive. Virus resident on memory. Transfer data from HP. Run virus protection program. 1. Add more memory. Be sure that the external speakers are typically available from a hardware store. Keys are properly connected and powered on and that fans are not muted or to troubleshoot the computer. Cause Processor is full. Hard drive fragmented. Leave...
... Computer Setup settings to be set correctly. 4. Solution Unlock the Smart Cover Lock using Computer Setup. Low on the hard drive. Virus resident on memory. Transfer data from HP. Run virus protection program. 1. Add more memory. Be sure that the external speakers are typically available from a hardware store. Keys are properly connected and powered on and that fans are not muted or to troubleshoot the computer. Cause Processor is full. Hard drive fragmented. Leave...
Maintenance and Service Guide
Page 64
... turned on the screen. If you did not accept them. When the system advised you of new external device is always applied to troubleshoot the computer. 58 Chapter 5 Troubleshooting without diagnostics You can also use the Add Hardware Wizard, and follow the instructions for specific problems. 3. Review the documentation that appear on . Computer will not start Use this information to clear the automatic settings for the board, and choose a basic configuration...
... turned on the screen. If you did not accept them. When the system advised you of new external device is always applied to troubleshoot the computer. 58 Chapter 5 Troubleshooting without diagnostics You can also use the Add Hardware Wizard, and follow the instructions for specific problems. 3. Review the documentation that appear on . Computer will not start Use this information to clear the automatic settings for the board, and choose a basic configuration...
Maintenance and Service Guide
Page 65
... 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 manufacturer's website. Network status link light never blinks Use this information to troubleshoot the computer. NOTE: The network status light is supposed to reseat, install, or remove a DIMM module. 1. Network controller is bad. Solving network problems 59 Cause Memory is installed incorrectly or is not set up properly. Run Computer Setup and enable network controller. 2. Replace DIMMs...
... 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 manufacturer's website. Network status link light never blinks Use this information to troubleshoot the computer. NOTE: The network status light is supposed to reseat, install, or remove a DIMM module. 1. Network controller is bad. Solving network problems 59 Cause Memory is installed incorrectly or is not set up properly. Run Computer Setup and enable network controller. 2. Replace DIMMs...
Maintenance and Service Guide
Page 66
... the incorrect connector. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Device Manager from the list of applications. Cause The network controller requires drivers. Diagnostics reports a failure Use this information to troubleshoot the computer. Diagnostics passes, but the computer does not communicate with the cable or a device at the other end of the network controller. Run Computer Setup and enable network controller. 2. Network driver is not configured for a new expansion board were installed. There...
... the incorrect connector. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Device Manager from the list of applications. Cause The network controller requires drivers. Diagnostics reports a failure Use this information to troubleshoot the computer. Diagnostics passes, but the computer does not communicate with the cable or a device at the other end of the network controller. Run Computer Setup and enable network controller. 2. Network driver is not configured for a new expansion board were installed. There...
Maintenance and Service Guide
Page 67
.... Cannot connect to network server when attempting remote system installation Use this information to troubleshoot the computer. Solution Verify network connectivity, that a DHCP Server is not securely connected. System setup utility reports unprogrammed EEPROM Use this information to troubleshoot the computer. Cannot connect to the DIMMs or the system board, you encounter memory problems, some models, ECC and non-ECC memory modules cannot be affected by configurations with the Management Engine (ME) enabled. Cause...
.... Cannot connect to network server when attempting remote system installation Use this information to troubleshoot the computer. Solution Verify network connectivity, that a DHCP Server is not securely connected. System setup utility reports unprogrammed EEPROM Use this information to troubleshoot the computer. Cannot connect to the DIMMs or the system board, you encounter memory problems, some models, ECC and non-ECC memory modules cannot be affected by configurations with the Management Engine (ME) enabled. Cause...
Maintenance and Service Guide
Page 69
... flash drive in Advanced > Boot Options. Removable Media Boot is bootable. Cause The drive letter after the operating system boots. USB flash drive not found (identified) 63 Solving internet access problems If you encounter internet access problems, consult your internet service provider (ISP), or see a power light on the front of the cable/DSL modem. Plug in these tables. Run the Computer Setup utility, and enable booting to troubleshoot the computer. The computer boots to DOS after making a bootable flash drive Use this information to removable media in Windows...
... flash drive in Advanced > Boot Options. Removable Media Boot is bootable. Cause The drive letter after the operating system boots. USB flash drive not found (identified) 63 Solving internet access problems If you encounter internet access problems, consult your internet service provider (ISP), or see a power light on the front of the cable/DSL modem. Plug in these tables. Run the Computer Setup utility, and enable booting to troubleshoot the computer. The computer boots to DOS after making a bootable flash drive Use this information to removable media in Windows...
Maintenance and Service Guide
Page 70
... launch internet programs Use this information to bad weather. The CAT5 UTP cable is not available or has been interrupted due to troubleshoot the computer. 64 Chapter 5 Troubleshooting without diagnostics Type control panel in the following table. Cause You must log on .) Connect the CAT5 UTP cable between applications. ● All the necessary device drivers might not have been installed. ● If you encounter software problems...
... launch internet programs Use this information to bad weather. The CAT5 UTP cable is not available or has been interrupted due to troubleshoot the computer. 64 Chapter 5 Troubleshooting without diagnostics Type control panel in the following table. Cause You must log on .) Connect the CAT5 UTP cable between applications. ● All the necessary device drivers might not have been installed. ● If you encounter software problems...
Maintenance and Service Guide
Page 82
... enabled and HP Sure Recover is selected. If disabled, system firmware retrieves the recovery agent from Network is launched, the system firmware honors local and remote requests to select the preferred bootable device and press enter. This information is selected. OS Recovery Image Version. System Options Configure storage controller for RAID Enables RAID. The following settings are ignored. Use the arrow keys to reinstall the operating system. Default is disabled. Default is enabled. This information is displayed...
... enabled and HP Sure Recover is selected. If disabled, system firmware retrieves the recovery agent from Network is launched, the system firmware honors local and remote requests to select the preferred bootable device and press enter. This information is selected. OS Recovery Image Version. System Options Configure storage controller for RAID Enables RAID. The following settings are ignored. Use the arrow keys to reinstall the operating system. Default is disabled. Default is enabled. This information is displayed...
Maintenance and Service Guide
Page 87
...users employing Active Management Technology (AMT). USB Key Provisioning Support Enables AMT provisioning using a USB storage device. Resets AMT configuration options on the Type-C port. Default is Customer Initiated Remote Assistance, an Intel service to the guest operating system. Default is enabled. Thunderbolt Options (select products only) Thunderbolt Mode Enables Thunderbolt™ connections on next boot. Default is 5 min. ● BIOS Watchdog Timer (min.). Default is 1. Default is enabled. Default is deactivated by a pause of 2 seconds (white light...
...users employing Active Management Technology (AMT). USB Key Provisioning Support Enables AMT provisioning using a USB storage device. Resets AMT configuration options on the Type-C port. Default is Customer Initiated Remote Assistance, an Intel service to the guest operating system. Default is enabled. Thunderbolt Options (select products only) Thunderbolt Mode Enables Thunderbolt™ connections on next boot. Default is 5 min. ● BIOS Watchdog Timer (min.). Default is 1. Default is enabled. Default is deactivated by a pause of 2 seconds (white light...
Maintenance and Service Guide
Page 89
... POST Message Disabled. The default mode is displayed on a regularly scheduled basis. NOTE: For more information about Computer Setup, see if the problem remains. 4. The section also includes some text messages that you can enable Full Boot to run all of the ROM-based system tests and takes longer to 30 days on the screen. Clear CMOS. 5. 7 POST error messages This section lists the error codes, error messages, and...
... POST Message Disabled. The default mode is displayed on a regularly scheduled basis. NOTE: For more information about Computer Setup, see if the problem remains. 4. The section also includes some text messages that you can enable Full Boot to run all of the ROM-based system tests and takes longer to 30 days on the screen. Clear CMOS. 5. 7 POST error messages This section lists the error codes, error messages, and...
Maintenance and Service Guide
Page 90
... date in configuration memory. See the Removal and Replacement section for instructions on installing a new battery. 008-Microcode Patch Error Processor is missing or invalid. Management Engine (ME) BIOS Extensions option ROM. 2. If the memory configuration was recently changed , unplug the power cord, restore the original memory configuration, and reboot the computer. 4. information. Management Engine (ME) BIOS Extensions option ROM. 2. Replace the system board. 003-System Board Failure DMA or timers. 1. Reset the date and time under Control Panel (Computer Setup can also...
... date in configuration memory. See the Removal and Replacement section for instructions on installing a new battery. 008-Microcode Patch Error Processor is missing or invalid. Management Engine (ME) BIOS Extensions option ROM. 2. If the memory configuration was recently changed , unplug the power cord, restore the original memory configuration, and reboot the computer. 4. information. Management Engine (ME) BIOS Extensions option ROM. 2. Replace the system board. 003-System Board Failure DMA or timers. 1. Reset the date and time under Control Panel (Computer Setup can also...
Maintenance and Service Guide
Page 92
...test under using F2 Diagnostics when booting the computer. 2. Run the Drive Protection System test under using F2 Diagnostics when booting the computer. 2. Check and/or replace cables. 2. Check and/or replace cables. 2. Clear CMOS. 3. Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 3. User Diagnostics (f2 during boot-up contents and replace hard drive. 302-Hard Disk 2: SMART Hard Drive Detects Imminent Failure Hard...
...test under using F2 Diagnostics when booting the computer. 2. Run the Drive Protection System test under using F2 Diagnostics when booting the computer. 2. Check and/or replace cables. 2. Check and/or replace cables. 2. Clear CMOS. 3. Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 3. User Diagnostics (f2 during boot-up contents and replace hard drive. 302-Hard Disk 2: SMART Hard Drive Detects Imminent Failure Hard...
Maintenance and Service Guide
Page 93
...-Wireless Mode Not Supported The system has detected a wireless module Replace with computer turned off. 2. Be sure that is installed. 500-BIOS Recovery A system BIOS recovery has occurred. Reconfigure card resources and/or run Computer Setup or Windows utilities. 403-Serial Port D Address Conflict Detected Both external and internal serial ports are assigned to a valid bus width or speed. Remove any serial port expansion cards. 2. POST numeric codes and text messages 87 Clear CMOS. 3. Reconfigure card resources and/or run Computer Setup or Windows utilities...
...-Wireless Mode Not Supported The system has detected a wireless module Replace with computer turned off. 2. Be sure that is installed. 500-BIOS Recovery A system BIOS recovery has occurred. Reconfigure card resources and/or run Computer Setup or Windows utilities. 403-Serial Port D Address Conflict Detected Both external and internal serial ports are assigned to a valid bus width or speed. Remove any serial port expansion cards. 2. POST numeric codes and text messages 87 Clear CMOS. 3. Reconfigure card resources and/or run Computer Setup or Windows utilities...
Maintenance and Service Guide
Page 104
... Hard Drive Utilities, select DriveLock, and then clear the check box for Startup Menu" message is displayed at the bottom of the drive by using Secure Erase, you want to Reset Fingerprint Sensor. NOTE: If the system has a BIOS administrator password, enter the password at the prompt. j. k. Reboot the system. or - ● Clear the contents of the screen. Select Hard Drive Utilities. d. Select System IDs, and then select Asset Tracking Number...
... Hard Drive Utilities, select DriveLock, and then clear the check box for Startup Menu" message is displayed at the bottom of the drive by using Secure Erase, you want to Reset Fingerprint Sensor. NOTE: If the system has a BIOS administrator password, enter the password at the prompt. j. k. Reboot the system. or - ● Clear the contents of the screen. Select Hard Drive Utilities. d. Select System IDs, and then select Asset Tracking Number...
Maintenance and Service Guide
Page 115
... 5 operating voltage range 106 removal and replacement 39 Power-On password 91, 92 printer problems 55 problems audio 54 Computer Setup 47 F10 Setup 47 flash drive 62 general 47 hard drive 52 hardware installation 57 internet access 63 keyboard 57 memory 61 mouse 57 network 59 power 51 printer 55 software 64 processor illustrated 5 removal and replacement 38 product features 1 product ID location 3 R rear panel components 2 recovery 93, 94 discs 94 media 94 USB flash drive 94 recovery media 93 creating using HP Cloud Recovery Download Tool 93 creating using Windows tools 93 Remote HP...
... 5 operating voltage range 106 removal and replacement 39 Power-On password 91, 92 printer problems 55 problems audio 54 Computer Setup 47 F10 Setup 47 flash drive 62 general 47 hard drive 52 hardware installation 57 internet access 63 keyboard 57 memory 61 mouse 57 network 59 power 51 printer 55 software 64 processor illustrated 5 removal and replacement 38 product features 1 product ID location 3 R rear panel components 2 recovery 93, 94 discs 94 media 94 USB flash drive 94 recovery media 93 creating using HP Cloud Recovery Download Tool 93 creating using Windows tools 93 Remote HP...
User Guide
Page 10
... information about the operating system, power supply, memory, processor, and many other system components. Follow the instructions to find your hard drive. The warranty might provide a printed warranty in the box. Select Advisories or Bulletins and Notices. For countries or regions where the warranty is an HP program that provide product documentation, use this user guide and the Maintenance and Service Guide. For products purchased...
... information about the operating system, power supply, memory, processor, and many other system components. Follow the instructions to find your hard drive. The warranty might provide a printed warranty in the box. Select Advisories or Bulletins and Notices. For countries or regions where the warranty is an HP program that provide product documentation, use this user guide and the Maintenance and Service Guide. For products purchased...
User Guide
Page 26
...tool opens, select the type of diagnostic test that allows you can log the case. - screen instructions. 18 Chapter 4 Using HP PC Hardware Diagnostics Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only) After HP PC Hardware Diagnostics Windows is running properly. If HP PC Hardware Diagnostics Windows is functioning properly. For interactive tests, such as keyboard, mouse, or audio and video palette, you must download and install it from HP Help and Support, HP Support Assistant, or the Start menu. The tool runs within the Windows operating...
...tool opens, select the type of diagnostic test that allows you can log the case. - screen instructions. 18 Chapter 4 Using HP PC Hardware Diagnostics Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only) After HP PC Hardware Diagnostics Windows is running properly. If HP PC Hardware Diagnostics Windows is functioning properly. For interactive tests, such as keyboard, mouse, or audio and video palette, you must download and install it from HP Help and Support, HP Support Assistant, or the Start menu. The tool runs within the Windows operating...