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Maintenance & Service Guide
HP Compaq Elite 8300 Touch All-in-One Business
PC
HP Compaq Elite 8300 All-in-One Business PC
HP Compaq Pro 6300 All-in-One Business PC
© Copyright 2012, 2013 Hewlett-Packard
Development Company, L.P. The information
contained herein is subject to change
without notice.
Microsoft and Windows are trademarks of
Microsoft Corporation in the U.S. and other
countries.
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.
This document contains proprietary
information that is protected by copyright.
No part of this document may be
photocopied, reproduced, or translated to
another language without the prior written
consent of Hewlett-Packard Company.
Maintenance & Service Guide
Fourth Edition (June 2013)
First Edition (August 2012)
Document Part Number: 701463-004
About This Book
WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily
harm or loss of life.
CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage
to equipment or loss of information.
NOTE: Text set off in this manner provides important supplemental information.
iii
iv About This Book
Table of contents
1 Product Features ............................................................................................................... 1
Overview ................................................................................................................................ 1
Front components ..................................................................................................................... 3
Side components ..................................................................................................................... 4
Rear components ..................................................................................................................... 5
Adjusting the tilt/swivel base ..................................................................................................... 6
Height adjustable/recline stand (optional) ................................................................................... 7
2 Activating and Customizing the Software .......................................................................... 9
Activating and customizing the software in Windows 7 ................................................................ 9
Activating the Windows operating system .................................................................... 9
Downloading Windows 7 updates ............................................................................ 10
Installing or upgrading device drivers ........................................................................ 10
Customizing the monitor display ............................................................................... 10
Activating and customizing the software in Windows 8 .............................................................. 10
Activating the Windows Operating System ................................................................. 10
Downloading Windows 8 updates ............................................................................ 11
Customizing the monitor display ............................................................................... 11
3 Computer Setup (F10) Utility ........................................................................................... 12
Computer Setup (F10) Utilities ................................................................................................. 12
Using Computer Setup (F10) Utilities .......................................................................... 13
Computer Setup—File .............................................................................................. 14
Computer Setup—Storage ........................................................................................ 15
Computer Setup—Security ........................................................................................ 18
Computer Setup—Power .......................................................................................... 23
Computer Setup—Advanced .................................................................................... 25
Recovering the Configuration Settings ....................................................................................... 27
4 HP PC Hardware Diagnostics .......................................................................................... 28
Why run HP PC Hardware Diagnostics – UEFI ........................................................................... 28
v
How to access and run HP PC Hardware Diagnostics - UEFI ........................................................ 28
Downloading HP PC Hardware Diagnostics to a USB device ....................................................... 29
5 Serial ATA (SATA) Drive Guidelines and Features ............................................................. 30
SATA Hard Drives .................................................................................................................. 30
SATA Hard Drive Cables ........................................................................................................ 30
SATA Data Cable ................................................................................................... 30
SMART ATA Drives ................................................................................................................ 31
6 Routine Care and Disassembly Preparation ..................................................................... 32
Electrostatic discharge information ........................................................................................... 33
Generating static .................................................................................................... 33
Preventing electrostatic damage to equipment ............................................................. 33
Personal grounding methods and equipment .............................................................. 34
Grounding the work area ......................................................................................... 34
Recommended materials and equipment .................................................................... 35
Operating Guidelines ............................................................................................................. 35
Routine Care ......................................................................................................................... 36
General cleaning safety precautions .......................................................................... 36
Cleaning the computer case ..................................................................................... 36
Cleaning the keyboard ............................................................................................ 36
Cleaning the display ............................................................................................... 37
Cleaning the mouse ................................................................................................. 37
Service Considerations ........................................................................................................... 37
Tools and software requirements ............................................................................... 38
Screws ................................................................................................................... 38
Cables and connectors ............................................................................................ 38
Hard drives ............................................................................................................ 38
Lithium coin cell battery ............................................................................................ 39
7 Removal and Replacement Procedures All-in One (AIO) Chassis ...................................... 40
Preparing to disassemble the computer ..................................................................................... 40
Removing the rear port cover ................................................................................................... 41
Cable management cover ....................................................................................................... 41
Installing an access panel security screw ................................................................................... 42
Synchronizing the optional wireless keyboard or mouse ............................................................. 42
Access panel ......................................................................................................................... 45
Stand ................................................................................................................................... 48
Lower panel .......................................................................................................................... 50
Metal plate ............................................................................................................................ 51
vi
Replacing drives .................................................................................................................... 53
Replacing the hard disc drive with a 3.5-inch hard disc drive or a single 2.5-inch drive ... 53
Replacing the optical disc drive ................................................................................ 57
Memory ................................................................................................................................ 60
Replacing the battery .............................................................................................................. 63
Serial port ............................................................................................................................. 65
Webcam module ................................................................................................................... 67
Converter board .................................................................................................................... 70
Touch sensor board ................................................................................................................ 73
Heat sinks – Graphics board and processor .............................................................................. 75
Graphics heat sink .................................................................................................. 75
Processor heat sink – model 6300 ............................................................................. 76
Processor heat sink – model 8300 ............................................................................. 77
Processor .............................................................................................................................. 79
mSATA Solid-State Drive ......................................................................................................... 80
WLAN module ...................................................................................................................... 81
Graphics board ..................................................................................................................... 84
Speakers ............................................................................................................................... 86
Fan ...................................................................................................................................... 87
Side panels ........................................................................................................................... 88
Power supply ......................................................................................................................... 90
System board ........................................................................................................................ 93
Card reader board .............................................................................................................. 100
Power button board .............................................................................................................. 102
Front bezel .......................................................................................................................... 105
Antenna .............................................................................................................................. 109
Display panel ...................................................................................................................... 111
Hood sensor ........................................................................................................................ 118
Hard drive and optical drive cables and connectors ................................................................. 120
8 Troubleshooting Without Diagnostics ............................................................................ 122
Safety and Comfort .............................................................................................................. 122
Before You Call for Technical Support .................................................................................... 122
Helpful Hints ........................................................................................................................ 123
Solving General Problems ..................................................................................................... 125
Solving Power Problems ........................................................................................................ 129
Solving Hard Drive Problems ................................................................................................. 131
Solving Media Card Reader Problems .................................................................................... 134
Solving Display Problems ...................................................................................................... 136
Solving Audio Problems ........................................................................................................ 141
Solving Printer Problems ........................................................................................................ 143
vii
Solving Keyboard and Mouse Problems .................................................................................. 145
Solving Hardware Installation Problems .................................................................................. 147
Solving Network Problems .................................................................................................... 149
Solving Memory Problems ..................................................................................................... 153
Solving Processor Problems ................................................................................................... 155
Solving CD-ROM and DVD Problems ...................................................................................... 156
Solving USB Flash Drive Problems .......................................................................................... 158
Solving Front Panel Component Problems ................................................................................ 160
Solving Internet Access Problems ............................................................................................ 160
Solving Software Problems .................................................................................................... 162
Contacting Customer Support ................................................................................................ 164
9 Backup and Recovery ................................................................................................... 165
Restoring and recovering in Windows 7 ................................................................................. 165
System Restore ...................................................................................................... 165
System Recovery ................................................................................................... 166
System Recovery when Windows is responding ......................................... 166
System Recovery when Windows is not responding .................................... 167
System recovery using recovery media ...................................................... 167
Creating recovery media .......................................................... 168
Using recovery media .............................................................. 170
Backup and recovery in Windows 8 ....................................................................................... 171
Backing up your information ................................................................................... 171
Performing a system recovery ................................................................................. 172
Using the Windows recovery tools ........................................................... 172
Using f11 recovery tools ......................................................................... 173
Using Windows 8 operating system media (purchased separately) ............... 173
10 POST Error Messages .................................................................................................. 175
POST Numeric Codes and Text Messages ............................................................................... 176
Interpreting POST diagnostic front panel LEDs .......................................................................... 184
11 Password Security and Resetting CMOS ...................................................................... 187
Establishing a Setup or Power-on password ............................................................................. 188
Resetting the Setup and Power-on password ............................................................................ 189
Clearing and resetting the CMOS .......................................................................................... 190
Appendix A Power Cord Set Requirements ...................................................................... 192
General requirements ........................................................................................................... 192
Japanese Power Cord Requirements ....................................................................................... 192
viii
Country-specific requirements ................................................................................................ 193
Appendix B Specifications ................................................................................................ 194
8300 models ....................................................................................................................... 194
6300 models ....................................................................................................................... 195
Index ............................................................................................................................... 196
ix
x
1 Product Features
Overview
Figure 1-1 HP Compaq All-in-One Business PC (model 8300 shown)
The HP Compaq All-in-One Business PC offers the following features:
●Integrated All-in-One form factor
●Full HD, LCD display (1920 x 1080) with LED backlighting
◦23-inch diagonal with optical touch
◦23-inch diagonal
◦21.5-inch diagonal
●Swivel pad under base of stand
●Adjustable tilt
●Optional height adjustable and reclining stand
●Removable panel on the back of the computer allows users or technicians to easily and efficiently
service the PC
●VESA mounting holes (100 mm x 100 mm)
●2nd and 3rd generation Intel
®
Core™ processors
Overview 1
●Up to 2 TB hard disc drive, or up to 300 GB Solid State Drive
●Optional Tray-load HP SuperMulti DVD+/-RW SATA Optical Disc Drive or DVD-ROM disc drive
●Optional mSATA module that can be used as a cache or SSD for the Elite 8300 or as a second
drive for the Pro 6300
●Intel Q77 Express chipset – Intel vPro (HP Compaq Elite 8300 All-in-One Business PC)
●Intel Q75 Express chipset (HP Compaq Pro 6300 All-in-One Business PC)
●Two SODIMM slots with up to 16 GB of DDR3 SDRAM memory and dual channel memory support
●Intel integrated graphics
●DisplayPort video out (with audio) for second display support
●Optional MXM graphics card
●DP audio, DP to VGA/DVI/HDMI dongle support
●Integrated Gigabit Ethernet (Intel 82579 LM Gigabit Network Connection)
●Wireless connectivity (optional):
◦Integrated 802.11 a/b/g/n or b/g/n wireless LAN module
◦Bluetooth
®
4.0
●Optional integrated full HD webcam and dual microphone array
●Premium stereo speakers
●Optional 6-in-1 media card reader
●6 USB ports: 4 USB 3.0, 2 USB 2.0
●Choice of wired or wireless keyboard and mouse
◦Wired USB keyboard and mouse
◦Wired PS/2 keyboard and mouse
◦Wireless keyboard and mouse
●Face Recognition for HP ProtectTools software with facial recognition auto-login capabilities (with
optional webcam)
●Windows
®
7 Professional 32-bit or 64-bit operating system
●90-percent energy-efficient power supply
●ENERGY STAR
®
qualified, EPEAT
®
Gold registered
2 Chapter 1 Product Features
Front components
NOTE: Front components are the same for 6300 and 8300 models.
Figure 1-2 Front components
Table 1-1 Front components
Component Component
1 Webcam with privacy shutter (optional) 7 Mute speaker
2 Dual microphone array (with optional webcam) 8 Reduce volume
3 Webcam activity LED (with optional webcam) 9 Increase volume
4 16:9 widescreen LED-backlit LCD display 10 Mute microphone
5 Power LED 11 Decrease brightness
6 High-performance stereo speakers
NOTE: No speaker option available.
12 Increase brightness
NOTE: To wake touch panel equipped systems from Stand by, swipe the screen or touch the screen
and hold for at least one second.
To wake the systems from Hibernate, press the power button and release.
Touch the icon area (7–12 above) to cause the icons to illuminate, then touch an icon to activate it.
To change the volume or brightness, touch and hold the appropriate icon or touch it and repeat until
the volume or brightness has reached the desired level.
To mute the speaker or microphone, just touch the appropriate icon. The icon remains illuminated until
you touch it again to reactivate the speaker or microphone.
Front components 3
NOTE: If you mute or reactivate the speaker in a software application, the icon illuminates or darkens
accordingly.
You cannot mute or reactivate the microphone from a software application.
Side components
NOTE: Side components are the same for 6300 and 8300 models.
Figure 1-3 Side components
Table 1-2 Side components
Component Component
1 Hard disc drive activity LED 6 Tray-load optical disc drive
2 HP 6-in-1 media card reader (optional) 7 Optical disc drive eject button
3 (2) USB 3.0 ports 8 Optical disc drive activity LED
4 Microphone/line in jack 9 Power button
5 Headset/line out jack
4 Chapter 1 Product Features
Rear components
NOTE: Rear components are the same for 6300 and 8300 models.
Figure 1-4 Rear components
Table 1-3 Rear components
Component Component
1 Access panel 8 DisplayPort connector
2 Access panel latches 9 RJ-45 Gigabit Ethernet port
3 Security lock slot 10 Stereo audio line out
4 Power connector 11 Rear port cover
5 (2) PS/2 mouse and keyboard connectors 12 Serial port (optional)
6 (2) USB 2.0 ports 13 Access panel security screw
7 (2) USB 3.0 ports
Rear components 5
Adjusting the tilt/swivel base
Tilt the computer forward up to -5 degrees or backward up to +30 degrees to set it to a comfortable
eye level.
Figure 1-5 Adjusting tilt
The tilt/swivel base has a swivel pad on the underside that allows you to swivel the computer up to
360 degrees left or right for the best viewing angle.
Figure 1-6 Adjusting swivel
6 Chapter 1 Product Features
Height adjustable/recline stand (optional)
An optional stand may be purchased to allow
●height adjustment of 110 mm (4.3 inches)
●rotation from landscape to portrait position
●tilt backward up to +60 degrees
●recline to 30 degrees from the desktop
WARNING! If the height adjustable/recline stand is installed, before laying the computer down for
service, position the computer vertically by grasping the sides of the display, and then raise the display
to the highest position.
Do not lay the computer down with the sliding stand in the low position. The stand may suddenly
release which could cause damage to equipment or injury.
Figure 1-7 Height adjustable stand position options
Height adjustable/recline stand (optional) 7
To install the height adjustable stand:
1. Insert the stand into the slots in the rear of the computer.
Figure 1-8 Installing the height adjustable stand
2. Install the screws that secure the stand to the computer.
Figure 1-9 Installing the height adjustable stand screws
8 Chapter 1 Product Features
2 Activating and Customizing the
Software
NOTE: This chapter provides information for both Windows 7 and Windows 8.
Activating and customizing the software in
Windows 7
If your computer was not shipped with a Windows® operating system, some portions of this
documentation do not apply. Additional information is available in online help after you activate the
operating system.
CAUTION: Do not add optional hardware or third-party devices to the computer until the operating
system is successfully activated. Doing so may cause errors and prevent the operating system from
installing properly.
NOTE: Be sure there is a 10.2 cm (4 inch) clearance at the back of the unit and above the monitor to
permit the required airflow.
Activating the Windows operating system
The first time you turn on the computer, the operating system is set up and activated automatically. This
process takes about 5 to 10 minutes. Carefully read and follow the instructions on the screen to
complete the activation.
We recommend that you register your computer with HP during operating system setup so you can
receive important software updates, facilitate support questions, and sign up for special offers.
CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE
PROCESS IS COMPLETE. Turning off the computer during the activation process may damage the
software that runs the computer or prevent its proper installation.
NOTE: If the computer shipped with more than one operating system language on the hard drive, the
activation process could take up to 60 minutes.
Activating and customizing the software in Windows 7 9
Downloading Windows 7 updates
Microsoft may release updates to the operating system. To help keep the computer running optimally,
HP recommends checking for the latest updates during the initial installation and periodically
throughout the life of the computer.
1. To set up your Internet connection, click Start > Internet Explorer and follow the instructions
on the screen.
2. After an Internet connection has been established, click the Start > All Programs > Windows
Update.
3. Run Windows Update monthly thereafter.
Installing or upgrading device drivers
When installing optional hardware devices after the operating system installation is complete, you must
also install the drivers for each of the devices.
In Windows 7, if prompted for the i386 directory, replace the path specification with C:\i386, or use
the Browse button in the dialog box to locate the i386 folder. This action points the operating system
to the appropriate drivers.
Obtain the latest support software, including support software for the operating system, from
http://www.hp.com/support. Select your country and language, select Download drivers and
software (and firmware), enter the model number of the computer, and press Enter.
Customizing the monitor display
If you wish, you can select or change the monitor refresh rates, screen resolution, color settings, font
sizes, and power management settings.
For more information, refer to the online documentation provided with the graphics controller utility or
the documentation that came with your monitor.
Right-click on the Windows desktop, then click Personalize to change display settings.
Activating and customizing the software in
Windows 8
Additional information is available in online help after you activate the operating system.
NOTE: Be sure there is a 10.2 cm (4 inch) clearance at the back of the unit and above the monitor to
permit the required airflow.
Activating the Windows Operating System
The first time you turn on the computer, the operating system is set up and activated automatically. This
process takes about 5 to 10 minutes. Carefully read and follow the instructions on the screen to
complete the activation.
10 Chapter 2 Activating and Customizing the Software
We recommend that you register your computer with HP during operating system set up so you can
receive important software updates, facilitate support questions, and sign up for special offers. You can
also register your computer with HP using the Register with HP app on the Start screen.
CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE
PROCESS IS COMPLETE. Turning off the computer during the activation process may damage the
software that runs the computer or prevent its proper installation.
Downloading Windows 8 updates
Microsoft may release updates to the operating system. To help keep the computer running optimally,
HP recommends checking for the latest updates during the initial installation and periodically
throughout the life of the computer.
Run Windows Update as soon as possible after you set up your computer.
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings > Windows Update.
3. Run Windows Update monthly thereafter.
Customizing the monitor display
You can customize display settings for Windows 8 separately for the Start screen and the Desktop.
To customize the Start screen:
1. Point to the upper-right or lower-right corner of the Start screen to display the charms.
2. Click Settings > Change PC Settings.
3. Click Personalize to change the display settings.
To customize the Desktop:
1. Click the Desktop app on the Start screen.
2. Right-click on the desktop, and then click Personalize to change display settings.
Activating and customizing the software in Windows 8 11
3 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 configuration, 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 flash 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 Quick 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 identification number assigned by the company to this computer.
●Enable the power-on password prompt during system restarts (warm boots) as well as during
power-on.
●Establish 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 serial, USB, or parallel ports, audio, or
embedded NIC, so that they cannot be used until they are unsecured.
12 Chapter 3 Computer Setup (F10) Utility
●Enable or disable removable media boot ability.
●Solve system configuration errors detected but not automatically fixed during the Power-On Self-
Test (POST).
●Replicate the system setup by saving system configuration information on a USB device and
restoring it on one or more computers.
●Execute self-tests on a specified ATA hard drive (when supported by drive).
●Enable or disable DriveLock security (when supported by drive).
Using Computer Setup (F10) Utilities
Computer Setup can be accessed only by turning the computer on or restarting the system. To access
the Computer Setup Utilities menu, complete the following steps:
1. Turn on or restart the computer.
2. Repeatedly press F10 when the monitor light turns green to access the utility.
You can also press Esc to a menu that allows you to access different options available at startup,
including the Computer Setup utility.
NOTE: If you do not press F10 at the appropriate time, you must restart the computer and again
repeatedly press F10 when the monitor light turns green to access the utility.
3. A choice of five 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 off the computer only after
exiting the F10 Setup screen.
Computer Setup (F10) Utilities 13
Computer Setup—File
NOTE: Support for specific Computer Setup options may vary depending on the hardware
configuration.
Table 3-1 Computer Setup—File
Option Description
System Information Lists:
●Product name
●SKU number
●Processor type/speed/stepping
●Cache size (L1/L2/L3) (dual core processors have this listed twice)
●Installed memory size/speed, number of channels (single or dual) (if applicable)
●Integrated MAC address for embedded, enabled NIC (if applicable)
●System BIOS (includes family name and version)
●Chassis serial number
●Asset tracking number
●ME firmware version
●ME Management mode
About Displays copyright notice.
Set Time and Date Allows you to set system time and date.
Flash System ROM Allows you to update the system ROM with a BIOS image file located on removable media.
Replicated Setup Save to Removable Media
Saves system configuration to a formatted USB flash media device.
Restore from Removable Media
Restores system configuration from a USB flash media device.
Default Setup Save Current Settings as Default
Saves the current system configuration settings as the default.
Restore Factory Settings as Default
Restores the factory system configuration 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 configuration or default settings and exits Computer Setup.
14 Chapter 3 Computer Setup (F10) Utility
Computer Setup—Storage
NOTE: Support for specific Computer Setup options may vary depending on the hardware
configuration.
Table 3-2 Computer Setup—Storage
Option Description
Device
Configuration
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, firmware version, serial number, connector color.
Translation mode (ATA disks only)
Lets you select the translation mode to be used for the device. This enables the BIOS to access
disks partitioned and formatted on other systems and may be necessary for users of older
versions of UNIX (e.g., SCO UNIX version 3.2). Options are Automatic, Bit-Shift, LBA Assisted,
User, and Off.
Available only when the drive translation mode is set to User, allows you to specify the
parameters (logical cylinders, heads, and sectors per track) used by the BIOS to translate disk
I/O requests (from the operating system or an application) into terms the hard drive can
accept. Logical cylinders may not exceed 1024. The number of heads may not exceed 256.
The number of sectors per track may not exceed 63.
CAUTION: Ordinarily, the translation mode selected automatically by the BIOS should not
be changed. If the selected translation mode is not compatible with the translation mode that
was active when the disk was partitioned and formatted, the data on the disk will be
inaccessible.
●CD-ROM: Model, firmware version, serial number, connector color (not included for USB CD-
ROM).
●SSD Life Used
NOTE: Displays for solid-state drives.
●SMART (ATA disks only)
●Diskette: Model and firmware version.
NOTE: Displays for USB diskette drives.
●Default Values (ATA disks only)
See Translation Mode above for details.
SATA Defaults
Computer Setup (F10) Utilities 15
Table 3-2 Computer Setup—Storage (continued)
Storage Options eSATA Port
Allows you to set a SATA port as an eSATA port for use with an external drive. Default is enabled.
This setting affects only the port with the black connector, labeled as eSATA on the system board.
This port should have the eSATA back panel connector attached to use eSATA drives. For more
information, see the eSATA white paper at www.hp.com.
SATA Emulation
Allows you to choose how the SATA controller and devices are accessed by the operating system.
There are three supported options: IDE, RAID, and AHCI (default).
CAUTION: SATA emulation changes may prevent access to existing hard drive data and
degrade or corrupt established volumes.
IDE - This is the most backwards-compatible setting of the three options. Operating systems usually
do not require additional driver support in IDE mode.
RAID - Allows DOS and boot access to RAID volumes. Use this mode with the RAID device driver
loaded in the operating system to take advantage of RAID features.
AHCI (default option) - Allows operating systems with AHCI device drivers loaded to take
advantage of more advanced features of the SATA controller.
NOTE: The RAID/AHCI device driver must be installed prior to attempting to boot from a RAID/
AHCI volume. If you attempt to boot from a RAID/AHCI volume without the required device driver
installed, the system will crash (blue screen). RAID volumes may become corrupted if they are
booted to after disabling RAID.
Removable Media Boot
Enables/disables ability to boot the system from removable media. Default is enabled.
Max eSATA Speed
Allows you to choose 1.5 Gbps or 3.0 Gpbs as the maximum eSATA speed. By default, the speed
is limited to 1.5 Gbps for maximum reliability.
CAUTION: Consult your eSATA drive and cable manufacturer before enabling 3.0 Gpbs speed.
Some drive and cable combinations may not run reliably at 3.0 Gpbs.
16 Chapter 3 Computer Setup (F10) Utility
Table 3-2 Computer Setup—Storage (continued)
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:
●EFI 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 first hard drive in the order will have priority in
the boot sequence and will be recognized as drive C (if any devices are attached).
NOTE: To drag a device to a preferred place, press Enter. 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 specified 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 17
Computer Setup—Security
NOTE: Support for specific Computer Setup options may vary depending on the hardware
configuration.
Table 3-3 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, flash 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 configured 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.
Smart Cover Allows you to:
●Lock/unlock the Cover Lock.
●Set the Cover Removal Sensor to Disable/Notify User/Setup Password.
NOTE: Notify User alerts the user that the sensor has detected that the cover has been removed.
Setup Password requires that the setup password be entered to boot the computer if the sensor
detects that the cover has been removed.
18 Chapter 3 Computer Setup (F10) Utility
Table 3-3 Computer Setup—Security (continued)
Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for:
●Embedded security device
●System audio
●USB controller (varies by model)
●Network controller
NOTE: You must disable AMT before trying to hide the network controller.
●Serial port
●Parallel port
●SATA ports (varies by model)
USB Security Allows you to set Enabled/Disabled (default is Enabled) for:
●Front USB Ports
●Rear USB Ports
●Accessory USB Ports
Slot Security Allows you to disable any PCI or PCI Express slot. Default is enabled.
Network Boot Enables/disables the computer’s ability to boot from an operating system installed on a network
server. (Feature available on NIC models only; the network controller must be either a PCI
expansion card or embedded on the system board.) Default is enabled.
System IDs Allows you to set:
●Asset tag (18-byte identifier), a property identification number assigned by the company to the
computer.
●Ownership tag (80-byte identifier) displayed during POST.
●Universal Unique Identifier (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.)
●Keyboard locale setting for System ID entry.
Computer Setup (F10) Utilities 19
Table 3-3 Computer Setup—Security (continued)
Master Boot Record
Security
Enables/disables Master Boot Record (MBR) security.
The MBR contains information needed to successfully boot from a disk and to access the data stored
on the disk. Master Boot Record Security may prevent unintentional or malicious changes to the
MBR, such as those caused by some viruses or by the incorrect use of certain disk utilities. It also
allows you to recover the "last known good" MBR, should changes to the MBR be detected when
the system is restarted.
When MBR Security is enabled, the BIOS prevents any changes being made to the MBR of the
current bootable disk while in MS-DOS or Windows Safe Mode.
NOTE: Most operating systems control access to the MBR of the current bootable disk; the BIOS
cannot prevent changes that may occur while the operating system is running.
Restores the backup Master Boot Record to the current bootable disk. Default is disabled.
Only appears if all of the following conditions are true:
●MBR security is enabled
●A backup copy of the MBR has been previously saved
●The current bootable disk is the same disk from which the backup copy was saved
CAUTION: Restoring a previously saved MBR after a disk utility or operating system has modified
the MBR, may cause the data on the disk to become inaccessible. Only restore a previously saved
MBR if you are confident that the current bootable disk's MBR has been corrupted or infected with a
virus.
20 Chapter 3 Computer Setup (F10) Utility
Table 3-3 Computer Setup—Security (continued)
System Security
(these options are
hardware dependent)
Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches.
Default is enabled.
SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor.
Changing this setting requires turning the computer off and then back on. Default is disabled.
Virtualization Technology (VTx) (enable/disable) - Controls the virtualization features of the
processor. Changing this setting requires turning the computer off and then back on. Default is
disabled.
Virtualization Technology Directed I/O (VTd) (enable/disable) - Controls virtualization DMA
remapping features of the chipset. Changing this setting requires turning the computer off and then
back on. Default is disabled.
Trusted Execution Technology (enable/disable) - Controls the underlying processor and chipset
features needed to support a virtual appliance. Changing this setting requires turning the computer
off and then back on. Default is disabled. To enable this feature you must enable the following
features:
●Embedded Security Device Support
●Virtualization Technology
●Virtualization Technology Directed I/O
Embedded Security Device (enable/disable) - Permits activation and deactivation of the Embedded
Security Device.
NOTE: To configure the Embedded Security Device, a Setup password must be set.
●Reset to Factory Settings (Do not reset/Reset) - Resetting to factory defaults will erase all
security keys and leave the device in a disabled state. Changing this setting requires that you
restart the computer. Default is Do not reset.
CAUTION: The embedded security device is a critical component of many security schemes.
Erasing the security keys will prevent access to data protected by the Embedded Security
Device. Choosing Reset to Factory Settings may result in significant data loss.
●Measure boot variables/devices to PCR1 - Typically, the computer measures the boot path and
saves collected metrics to PCR5 (a register in the Embedded Security Device). Bitlocker tracks
changes to any of these metrics, and forces the user to re-authenticate if it detects any
changes. Enabling this feature lets you set Bitlocker to ignore detected changes to boot path
metrics, thereby avoiding re-authentication issues associated with USB keys inserted in a port.
Default is enabled.
Computer Setup (F10) Utilities 21
Table 3-3 Computer Setup—Security (continued)
System Security
(continued)
OS management of Embedded Security Device (enable/disable) - This option allows the user to limit
OS control of the Embedded Security Device. Default is enabled. This option is automatically
disabled if Trusted Execution Technology is enabled.
●Reset of Embedded Security Device through OS (enable/disable) - This option allows the user
to limit the operating system ability to request a Reset to Factory Settings of the Embedded
Security Device. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
●No PPI provisioning (Windows 8 only) - This option lets you set Windows 8 to bypass the PPI
(Physical Presence Interface) requirement and directly enable and take ownership of the TPM
on first boot. You cannot change this setting after TPM is owned/initialized, unless the TPM is
reset. Default is disabled for non-Windows 8 systems, and enabled for Windows 8.
●Allow PPI policy to be changed by OS. Enabling this option allows the operating system to
execute TPM operations without Physical Presence Interface. Default is disabled.
NOTE: To enable this option, a Setup password must be set.
DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is
enabled, the user is prompted to provide one of the DriveLock passwords during POST. If neither is
successfully entered, the hard drive will remain inaccessible until one of the passwords is
successfully provided during a subsequent cold-boot sequence.
NOTE: This selection will only appear when at least one drive that supports the DriveLock feature
is attached to the system.
Secure Boot
Configuration
This is a feature of Windows 8.
●Legacy Support—Enable/Disable. Allows you to turn off 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 modification from preboot to full
OS booting, preventing firmware attacks. UEFI and Windows Secure Boot only allow code
signed by pre-approved digital certificates to run during the firmware and OS boot process.
Default is disabled, except for Windows 8 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 verifies
kernels during system start up, allowing you to use alternative operating systems.
22 Chapter 3 Computer Setup (F10) Utility
Table 3-3 Computer Setup—Security (continued)
Selecting HP Keys causes the computer boot using the preloaded HP-specific 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 8 detects a serious error, it will interrupt the boot process automatically
and display advanced boot options.
From Windows 8, you can press Shift and select Restart to access the screen that lets you
boot to a device or troubleshoot your computer.
Computer Setup—Power
NOTE: Support for specific Computer Setup options may vary depending on the hardware
configuration.
Table 3-4 Computer Setup—Power
Option Description
OS Power
Management
●Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the
processors power consumption when the processor is idle. Default is extended.
●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.
●Unique Sleep State Blink Rates—Enable/Disable. This feature is designed to provide a visual
indication of what sleep state the system is in. Each sleep state has a unique blink pattern.
Default is disabled.
NOTE: For Windows 8 systems with Fast Boot support, a normal shutdown goes to the S4
state, not the S5 state.
◦S0 (On) = Solid green LED.
◦S3 (Stand By)= 3 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds
(green LED) — repeated cycles of 3 blinks and a pause.
◦S4 (Hibernation)= 4 blinks at 1Hz (50% duty cycle) followed by a pause of 2 seconds
(green LED) — repeated cycles of 4 blinks and a pause.
◦S5 (Soft Off) = LED is off.
Computer Setup (F10) Utilities 23
Table 3-4 Computer Setup—Power (continued)
Hardware Power
Management
SATA Power Management – Enables or disables SATA bus and/or device power management.
Default is enabled.
S5 Maximum Power Savings – Turns off power to all nonessential hardware when system is off to
meet EUP Lot 6 requirement of less than 0.5 Watt power usage. Default is disabled.
PCI Express x16 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you
set lower power modes that activate when the bus is not being used. Options are Disabled, LOs,
L1, LOs and L1. Default is ASPM Disabled.
PCI Express x1 Slot 1 – Sets Active State Power Management (ASPM) of the bus. ASPM lets you set
lower power modes that activate when the bus is not being used. Options are Disabled, LOs, L1,
LOs and L1. Default is ASPM Disabled.
Network Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate
when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM
Disabled.
USB 3.0 Controller – Sets ASPM of the bus. ASPM lets you set lower power modes that activate
when the bus is not being used. Options are Disabled, LOs, L1, LOs and L1. Default is ASPM
Disabled.
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.
24 Chapter 3 Computer Setup (F10) Utility
Computer Setup—Advanced
NOTE: Support for specific Computer Setup options may vary depending on the hardware
configuration.
Table 3-5 Computer Setup—Advanced (for advanced users)
Option Heading
Power-On Options Allows you to set:
●POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days).
◦QuickBoot (default) = Do not clear memory or perform a memory test.
◦FullBoot = Memory test (count) on cold boot. Clears memory on all boots.
◦Clear Memory = No memory count on cold boot. Clears memory on all boots.
◦FullBoot Every x Days = Memory count on 1st cold boot on or after the xth day. No more
memory counts until 1st cold boot on or after x days. Clears memory on all boots.
●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.
●Press the ESC key for Startup Menu (Enable/Disable). This feature controls the display of the
text “Press the ESC key for Startup Menu” during POST. This text does not display on
Windows 8 systems with Fast Boot support. Other text also will not display (for example,
Ownership Tag). Default is enabled.
●Option ROM Prompt (enable/disable). Enabling this feature will cause the system to display a
message before loading option ROMs. Default is enabled.
●After Power Loss (off/on/previous state). Default is Power off. Setting this option to:
◦Power off—causes the computer to remain powered off when power is restored.
◦Power on—causes the computer to power on automatically as soon as power is restored.
◦Previous state—causes the computer to power on automatically as soon as power is
restored, if it was on when power was lost.
NOTE: If you turn off 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-specified 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 finished. The POST delay
also gives you more time to select F10 to enter Computer (F10) Setup. Default is None.
●Remote Wakeup Boot Source (remote server/local hard drive). Default is Local hard drive.
●Factory Recovery Boot Support (Enable/Disable). Provides the ability for the BIOS to redirect
the boot to the recovery partition on the user hard drive, if present. Some versions of the
recovery software honor the F11 key press even when this feature is disabled by the BIOS.
Default is disabled.
●Bypass F1 Prompt on Configuration Changes (Enable/Disable). Allows you to set the computer
not to confirm when changes were made. Default is disabled.
Computer Setup (F10) Utilities 25
Table 3-5 Computer Setup—Advanced (for advanced users) (continued)
BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify.
Onboard Devices Allows you to set resources for or disable Legacy devices.
Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all
operating systems. To hide a device from the operating system, see Security > Device Security.
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 configuration
space; only needed when more than one graphics controller is installed. Default is disabled.
Device Options Allows you to set:
●Printer mode (Bi-Directional, EPP + ECP, Output Only). ECP = Enhanced Capabilities Port, EPP
= Enhanced Parallel Port. Default is EPP+ECP.
●Num Lock State at Power-On (off/on). Default is off.
●Integrated Video (enable/disable). Use this option to disable the integrated video controller
when another video controller is present in the system. Default is enabled.
●Integrated Graphics (Auto/Disable/Force) Use this option to manage integrated (UMA)
graphics memory allocation. The value you choose is allocated permanently to graphics and is
unavailable to the operating system. For example, if you set this value to 512M on a system
with 2 GB of RAM, the system always allocates 512 MB for graphics and the other 1.5 GB for
use by the BIOS and operating system. Default is Auto which sets memory allocation to 512
MB.
If you select Force, the UMA Frame Buffer Size option displays, which lets you set the UMA
memory size allocation between 32 MB and 1 GB.
●Internal Speaker (does not affect external speakers). Default is enabled.
●NIC PXE Option ROM Download (PXE, iSCSI, disabled). 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 will be to have the NIC option-ROM-enabled. Default is PXE.
●SATA RAID Option ROM Download (enable/disable). The BIOS contains an embedded SATA
RAID option ROM for RAID support. This can be temporarily disabled to save DCH space.
Note that with the option ROM disabled, users will be unable to boot to hard drives in the
system while running in RAID mode. Default is disabled.
●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.
●Turbo Mode (enable/disable). Allows you to enable and disable the Intel Turbo Mode feature,
which allows one core of the system to run at a higher than standard frequency and power if
other cores are idle. Default is enabled.
26 Chapter 3 Computer Setup (F10) Utility
Table 3-5 Computer Setup—Advanced (for advanced users) (continued)
VGA Configuration Displayed only if there is an add-in video card in the system. Allows you to specify which VGA
controller will be the “boot” or primary VGA controller.
AMT Configuration Allows you to set:
●AMT (enable/disable). Allows you to enable or disable functions of the embedded
Management Engine (ME) such as Active Management Technology (AMT). If set to disable, the
Management Engine is set to a temporarily disabled state and will not provide functions
beyond necessary system configuration. Default is enabled.
●Unconfigure AMT/ME (enable/disable). Allows you to unconfigure any provisioned
management settings for AMT. The AMT settings are restored to factory defaults. This feature
should be used with caution as AMT will not be able to provide any set AMT management
functions once unconfigured. Default is disabled.
●Hide Unconfigure ME Confirmation Prompt (enable/disable). Allows you to set the system to
not display the confirmation to unconfigure ME.
●Watchdog Timer (enable/disable). Allows you to set amount of time for a operating system
and BIOS watchdog alert to be sent if the timers are not deactivated. BIOS watchdog is
deactivated by BIOS and would indicate that a halt occurred during execution if the alert is
sent to the management console. An operating system alert is deactivated by the operating
system image and would indicate that a hang occurred during its initialization. Default is
enabled.
Recovering the Configuration Settings
This method of recovery requires that you first perform the Save to Removable Media command
with the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup—File
on page 14 in the Computer Setup—File table.)
NOTE: It is recommended that you save any modified computer configuration settings to a USB flash
media device and save the device for possible future use.
To restore the configuration, insert the USB flash media device with the saved configuration and
perform the Restore from Removable Media command with the Computer Setup (F10) Utility.
(See Computer Setup—File on page 14 in the Computer Setup—File table.)
Recovering the Configuration Settings 27
4 HP PC Hardware Diagnostics
To help troubleshoot and diagnose failures, use the UEFI-based hardware diagnostic solution that HP
includes on all products. This tool can even be used if the computer will not boot to the operating
system.
Why run HP PC Hardware Diagnostics – UEFI
The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite
the support process when issues are found. The tools save time by pinpointing the component that
needs to be replaced.
●Isolate true hardware failures: The diagnostics run outside of the operating system so they
effectively isolate hardware failures from issues that may be caused by the operating system or
other software components.
●Failure ID: When a failure is detected that requires hardware replacement, a 24-digit Failure ID
is generated. This ID can then be provided to the call agent, who will either schedule support or
provide replacement parts.
How to access and run HP PC Hardware Diagnostics
- UEFI
To access the UEFI diagnostics:
1. Restart or turn on the computer and press Esc repeatedly until the BIOS boot menu appears.
2. Press F2 or select Diagnostics (F2).
28 Chapter 4 HP PC Hardware Diagnostics
After pressing F2, the BIOS sequentially searches three places for the system diagnostics:
a. First – a connected USB drive (to download the diagnostics tools to a USB drive, see the
instructions in Downloading HP PC Hardware Diagnostics to a USB device on page 29).
b. Second – the hard disk drive.
c. Third – in the BIOS, a core set of diagnostics (for memory and hard disk drive) that are
accessible only if the USB or hard disk drive versions are not detected.
Downloading HP PC Hardware Diagnostics to a USB
device
1. Go to http://www.hp.com.
2. Click the Support & Drivers link.
3. Select the Drivers & Software tab.
4. Enter the product name in the text box and click Search.
5. Select your specific computer model.
6. Select your operating system.
7. In the Diagnostic section, click the HP UEFI Support Environment link. This link provides
additional information.
- or -
Click the Download button and select Run. The download includes instructions (in English) on
how to install the tools on the USB device.
NOTE: HP diagnostic solutions are developed to test components typically included on HP products.
They may not diagnose all third-party accessories that can be added to the system.
Downloading HP PC Hardware Diagnostics to a USB device 29
5 Serial ATA (SATA) Drive Guidelines
and Features
NOTE: HP only supports the use of SATA hard drives on these models of computer. No Parallel ATA
(PATA) drives are supported.
SATA Hard Drives
Serial ATA Hard Drive Characteristics
Number of pins/conductors in data cable 7/7
Number of pins in power cable 15
Maximum data cable length 39.37 in (100 cm)
Data interface voltage differential 400-700 mV
Drive voltages 3.3 V, 5 V, 12 V
Jumpers for configuring drive N/A
Data transfer rate 3.0 Gb/s
SATA Hard Drive Cables
SATA Data Cable
Always use an HP approved SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA
1.5 Gb/s drives.
Current HP desktop products ship with SATA 3.0 Gb/s hard drives.
SATA data cables are susceptible to damage if overflexed. 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.
30 Chapter 5 Serial ATA (SATA) Drive Guidelines and Features
SMART ATA Drives
The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal
Computers have built-in drive failure prediction that warns the user or network administrator of an
impending failure or crash of the hard drive. The SMART drive tracks fault prediction and failure
indication parameters such as reallocated sector count, spin retry count, and calibration retry count. If
the drive determines that a failure is imminent, it generates a fault alert.
SMART ATA Drives 31
6 Routine Care 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.
32 Chapter 6 Routine Care and Disassembly Preparation
Electrostatic discharge information
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic
device exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work
perfectly throughout a normal cycle. The device may function normally for a while, but it has been
degraded in the internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
Generating static
The following table shows that:
●Different activities generate different amounts of static electricity.
●Static electricity increases as humidity decreases.
Relative Humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl floor
Motions of bench worker
Removing DIPs* from plastic tube
7,500 V
3,000 V
400 V
400 V
15,000 V
5,000 V
800 V
700 V
35,000 V
12,000 V
6,000 V
2,000 V
Removing DIPs* from vinyl tray
Removing DIPs* from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
2,000 V
3,500 V
7,000 V
5,000 V
4,000 V
5,000 V
20,000 V
11,000 V
11,500 V
14,500 V
26,500 V
21,000 V
*These are then multi-packaged inside plastic tubes, trays, or Styrofoam.
NOTE: 700 volts can degrade a product.
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree
of sensitivity. The following packaging and grounding precautions are necessary to prevent damage to
electric components and accessories.
●To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
●Protect all electrostatic parts and assemblies with conductive or approved containers or
packaging.
Electrostatic discharge information 33
●Keep electrostatic sensitive parts in their containers until they arrive at static-free stations.
●Place items on a grounded surface before removing them from their container.
●Always be properly grounded when touching a sensitive component or assembly.
●Avoid contact with pins, leads, or circuitry.
●Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to equipment:
●Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground
cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord
must be connected and fit snugly into the banana plug connector on the grounding mat or
workstation.
●Heel straps/Toe straps/Boot straps can be used at standing workstations and are
compatible with most types of shoes or boots. On conductive floors or dissipative floor mats, use
them on both feet with a maximum of one-megohm ± 10% resistance between the operator and
ground.
Static Shielding Protection Levels
Method Voltage
Antistatic plastic
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 off power and input signals before inserting and removing connectors or test equipment.
●Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
●Keep work area free of nonconductive materials such as ordinary plastic assembly aids and
Styrofoam.
●Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
34 Chapter 6 Routine Care and Disassembly Preparation
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 floor mats with hard tie to ground
●Field service kits
●Static awareness labels
●Wrist straps and footwear straps providing one-megohm +/- 10% resistance
●Material handling packages
●Conductive plastic bags
●Conductive plastic tubes
●Conductive tote boxes
●Opaque shielding bags
●Transparent metallized shielding bags
●Transparent shielding tubes
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 airflow.
●Never restrict the airflow into the computer by blocking any vents or air intakes. Do not place the
keyboard, with the keyboard feet down, directly against the front of the desktop unit as this also
restricts airflow.
●Occasionally clean the air vents on all vented sides of the computer. Lint, dust, and other foreign
matter can block the vents and limit the airflow. Be sure to unplug the computer before cleaning
the air vents.
●Never operate the computer with the cover removed.
Operating Guidelines 35
●Do not place computers so near each other that they are subject to each other’s re-circulated or
preheated air.
●Keep liquids away from the computer and keyboard.
●Never cover the ventilation slots on the monitor with any type of material.
●Install or enable power management functions of the operating system or other software, including
sleep states.
Routine Care
General cleaning safety precautions
1. Never use solvents or flammable 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 36 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 airflow.
Cleaning the keyboard
Follow all safety precautions in General cleaning safety precautions on page 36 before cleaning the
keyboard.
36 Chapter 6 Routine Care and Disassembly Preparation
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the
computer case on page 36.
When cleaning debris from under the keys, review all rules in General cleaning safety precautions
on page 36 before following these procedures:
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from
under the keys.
●Visible debris underneath or between the keys may be removed by vacuuming or shaking.
●Canned, pressurized air may be used to clean debris from under the keys. Caution should be used
as too much air pressure can dislodge lubricants applied under the wide keys.
●If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool
is available through many electronic supply outlets.
CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these
keys are improperly removed or installed, the keyboard may not function properly.
●Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed
out. Be careful not to wipe away lubricants necessary for proper key functions. Use tweezers to
remove any fibers or dirt in confined 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 monitors. Do not use sprays or aerosols directly on the screen; the liquid may seep into
the housing and damage a component. Never use solvents or flammable liquids on the monitor.
●To clean the monitor body follow the procedures in Cleaning the computer case on page 36.
Cleaning the mouse
Before cleaning the mouse, ensure that the power to the computer is turned off.
●Clean the mouse ball by first 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 36.
Service Considerations
Listed below are some of the considerations that you should keep in mind during the disassembly and
assembly of the computer.
Service Considerations 37
Tools and software requirements
To service the computer, you need the following:
●Torx T-15 screwdriver (HP screwdriver with bits, PN 161946-001)
●Flat-bladed screwdriver (may sometimes be used in place of the Torx screwdriver)
●Phillips #2 screwdriver
●Diagnostics software
●HP tamper-resistant T-15 wrench (Smart Cover FailSafe Key, PN 166527-001) or HP tamper-
resistant bits (Smart Cover FailSafe Key, PN 166527-002)
Screws
The screws used in the computer are not interchangeable. They may have standard or metric threads
and may be of different lengths. If an incorrect screw is used during the reassembly process, it can
damage the unit. HP strongly recommends that all screws removed during disassembly be kept with the
part that was removed, then returned to their proper locations.
CAUTION: As each subassembly is removed from the computer, it should be placed away from the
work area to prevent damage.
Cables and connectors
Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care
to avoid damage. Apply only the tension required to seat or unseat the cables during insertion or
removal from the connector. Handle cables by the connector whenever possible. In all cases, avoid
bending or twisting the cables, and ensure that the cables are routed in such a way that they cannot be
caught or snagged by parts being removed or replaced.
CAUTION: When servicing this computer, ensure that cables are placed in their proper location
during the reassembly process. Improper cable placement can damage the computer.
Hard drives
Handle hard drives as delicate, precision components, avoiding all physical shock and vibration. This
applies to failed drives as well as replacement spares.
●If a drive must be mailed, place the drive in a bubble-pack mailer or other suitable protective
packaging and label the package “Fragile: Handle With Care.”
●Do not remove hard drives from the shipping package for storage. Keep hard drives in their
protective packaging until they are actually mounted in the CPU.
●Avoid dropping drives from any height onto any surface.
●If you are inserting or removing a hard drive, turn off the computer. Do not remove a hard drive
while the computer is on or in standby mode.
38 Chapter 6 Routine Care and Disassembly Preparation
●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 33
●Do not use excessive force when inserting a drive.
●Avoid exposing a hard drive to liquids, temperature extremes, or products that have magnetic
fields such as 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 fire and chemical burn if the
battery is handled improperly. Do not disassemble, crush, puncture, short external contacts, dispose in
water or fire, or expose it to temperatures higher than 140ºF (60ºC). Do not attempt to recharge the
battery.
NOTE: Batteries, battery packs, and accumulators should not be disposed of together with the
general household waste. In order to forward them to recycling or proper disposal, please use the
public collection system or return them to HP, their authorized partners, or their agents.
Service Considerations 39
7 Removal and Replacement
Procedures All-in One (AIO) Chassis
The following sections provide information about disassembling various components of the computer.
Procedures for disassembling both 6300 and 8300 models are the same unless noted.
Preparing to disassemble the computer
To avoid injury and equipment damage, always complete the following steps in order, when opening
the HP Pro 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. Disconnect all other attached cables from the back of the computer.
5. If the height adjustable/recline stand is installed, before laying the computer down for service,
position the computer vertically by grasping the sides of the display, and then raise the display to
the highest position.
Place the computer face down on a soft flat surface. HP recommends that you set down a blanket,
towel, or other soft cloth to protect the screen surface from scratches or other damage.
WARNING! If the height adjustable/recline stand is installed, do not lay the computer down
with the sliding stand in the low position. The stand may suddenly release which could cause
damage to equipment or injury.
WARNING! Beware of sharp edges inside the chassis.
40 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Removing the rear port cover
1. If a cable lock is installed on the rear of the unit, remove the lock.
2. Grasp the rear port cover, then pull it down and off the computer.
NOTE: Removing the rear port cover may require that you use a significant amount of force.
NOTE: If using forceful pressure on the ribs does not remove security cover, grip the exposed
edge of the security cover by the AC plug and pull it straight out.
Figure 7-1 Removing the rear port cover
Cable management cover
1. If the rear port cover is installed, remove the cover.
2. Route all peripheral cables through the stand opening and plug them into the appropriate ports as
needed.
Removing the rear port cover 41
3. Hold the cable management cover under the cables, align the cover hooks with the slots in the
stand, and then insert the cover and slide it down.
Figure 7-2 Installing the cable management cover
Installing an access panel security screw
You may prevent access to internal components by securing the access panel. Screw a T15 tamper-
resistant Torx screw through the left latch of the access panel to prevent removal of the panel.
NOTE: Spare parts for the security screw or associated hardware are not provided.
Figure 7-3 Securing the access panel
Synchronizing the optional wireless keyboard or
mouse
The optional wireless keyboard and mouse are easy to set up. Just remove the battery tabs on both the
keyboard and the mouse to activate the preinstalled batteries. Also, make sure the Power switch on the
42 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
bottom of the mouse is in the On position (the keyboard does not have a Power switch). Then, turn on
the computer and synchronize them as described below.
NOTE: For better mouse battery life and performance, avoid using your mouse on a dark or high-
gloss surface, and turn mouse power off when not in use.
To synchronize the wireless keyboard and mouse:
1. Make sure the keyboard and mouse are next to the computer, within 30 cm (1 foot) and away
from interference from other devices.
2. Turn on the computer.
3. Insert the wireless receiver into a USB 2.0 port on the computer.
NOTE: Insert the wireless receiver into a USB 2.0 port that is separated from USB 3.0 devices.
Figure 7-4 Installing the wireless receiver
4. Make sure the Power switch on the bottom of the mouse is in the On position.
5. Press and release the Connect button on the bottom of the mouse. The blue activity LED from the
wireless receiver illuminates when the synchronization command has been received and turns off
when synchronization is complete.
Synchronizing the optional wireless keyboard or mouse 43
6. Press and release the Connect button on the bottom of the keyboard. The blue activity LED from the
wireless receiver illuminates when the synchronization command has been received and turns off
when synchronization is complete.
Figure 7-5 Synchronizing the wireless keyboard and mouse
NOTE: If the procedure does not work, remove and then reinsert the wireless keyboard and mouse
receiver from the back of the computer and then synchronize the keyboard and mouse again. If
synchronization still does not work, remove and replace the batteries.
44 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Access panel
The computer has one main rear access panel that allows access to internal components.
To remove the access panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Slide the access panel latches toward the edges of the unit, then slide the access panel toward the
top of the computer until it slides off the unit.
Figure 7-6 Removing the access panel
Access panel 45
3. To replace the access panel, hold the panel at a 90-degree angle, place the top into the guides in
the chassis, and then press down to align it with the guides.
Figure 7-7 Replacing the access panel
NOTE: Align the bottom of the access panel with the notches on the outside edge of the
computer (1) when installing.
If an access panel sensor is installed, make sure the tab (2) on the bottom of the access panel
slides over the sensor (3) when replacing the access panel.
Figure 7-8 Access Panel Replacement
4. Push the access panel firmly into place until correctly seated.
46 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
To replace the access panel, reverse the removal procedures.
Access panel 47
Stand
The stand is secured with two captive Torx screws. You must remove a plastic cover to gain access to
the screws. You must remove the access panel to remove the stand.
To remove the stand:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Push the release button (1) on the bottom of the stand and pull the back of the stand off (2).
Figure 7-9 Removing the back of the stand
4. Push the base of the stand down (1), and loosen the two captive Torx screws securing the stand to
the chassis (2).
Figure 7-10 Releasing the stand
48 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. Lift the stand up and off the computer.
Figure 7-11 Removing the stand
To replace the stand, reverse the removal procedures.
Stand 49
Lower panel
The lower panel is located under the stand and on the bottom part of the computer.
Figure 7-12 Lower panel location
To remove the access panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the screw (1) in the middle of the lower panel, and detach the lower panel from the
chassis (2).
Figure 7-13 Removing the lower panel
To replace the lower panel, reverse the removal procedures.
50 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Metal plate
The metal plate is located under the stand.
Figure 7-14 Metal plate location
To remove the metal plate:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the two Torx screws (1) securing the metal plate to the chassis.
Metal plate 51
6. Slide the metal plate left to the left (2), and then lift it off the chassis (3).
Figure 7-15 Removing the metal plate
To replace the lower panel, reverse the removal procedures.
52 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Replacing drives
Replacing the hard disc drive with a 3.5-inch hard disc drive or a
single 2.5-inch drive
The hard disc drive is located behind the access panel on the left side of the computer (when viewed
from behind). The drive is housed in a removable cage.
Figure 7-16 Hard drive location
If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting drive (SED), you
will need a drive adapter. The drive adapter is not included in the 2.5-inch SSD spare parts kits.
The first hard drive data cable connects to the SATA0 and SATA PWR0 system board connectors.
The second hard drive data cable connects to the SATA1 and SATA PWR1 system board connectors.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
Replacing drives 53
3. Pull the latch next to the lower side of the hard disc drive cage away from the cage to release it,
then slide the cage toward the edge of the chassis and lift it out.
Figure 7-17 Removing the hard disc drive cage
4. Lift the latch on one side of the hard disc drive cage and pull the hard disc drive out of the cage.
Figure 7-18 Removing the hard disc drive from the cage
54 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. Remove the four mounting screws from the hard disc drive. Be sure to keep the blue rubber
grommets with each screw.
Figure 7-19 Removing the mounting screws
6. Screw the four mounting screws into the new hard disc drive. Be sure to keep the blue rubber
grommets behind each screw.
Figure 7-20 Inserting the mounting screws
NOTE: If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting
drive (SED), you must
1. mount the drive in a drive adapter
2. screw the four mounting screws into the drive adapter
Replacing drives 55
7. Slide the new hard disc drive, or drive adapter bracket holding an optional 2.5-inch drive, into
the cage until it snaps in place. Be sure that the connector on the hard disc drive is at the opening
of the cage.
Figure 7-21 Inserting the hard disc drive into the cage
8. With the hard disc drive connector facing toward the center of the chassis, place the hard disc
drive cage into the chassis and slide it toward the center until it snaps firmly into place.
NOTE: Make sure the hard drive is firmly seated in the connector. Failure to completely seat the
hard drive may result in the inability to install the access panel, as well as disk errors when
booting the computer.
Figure 7-22 Installing the hard disc drive cage
9. To replace the access panel, set the panel on the back of the computer, slightly above the stand,
and slide it down into place.
10. Reconnect the power cord and external devices.
11. Lock any security devices that were disengaged when the access panel was removed.
12. Turn on the computer.
56 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Replacing the optical disc drive
The optical disc drive is located above the hard disc drive on the left side of the computer (when
viewed from behind).
The optical drive data cable connects to the SATA2 and SATA PWR2 system board connectors.
NOTE: The drive bracket is not spared. When replacing an optical drive, remove the bracket from
the old drive and install it on the new drive.
Figure 7-23 Optical drive location
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
Replacing drives 57
3. Lift the tab at the back of the optical disc drive enclosure to release the drive.
Figure 7-24 Removing the optical disc drive
NOTE: When replacing an optical drive, remove the bracket from the old drive and install it on
the new drive. The bracket is not spared.
4. Remove the two screws securing the optical disc drive bracket to the drive.
Figure 7-25 Removing the optical disc drive bracket
58 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. Secure the optical disc drive bracket to the new drive with the two screws.
Figure 7-26 Attaching the optical disc drive bracket
6. Align the new optical disc drive with the opening in the side of the computer. Push the drive in
firmly until it snaps into place.
NOTE: The optical disc drive can be installed in only one way.
Figure 7-27 Installing the optical disc drive
7. To replace the access panel, set the panel on the back of the computer, slightly above the stand,
and slide it down into place.
8. Reconnect the power cord and external devices.
9. Lock any security devices that were disengaged when the access panel was removed.
10. Turn on the computer.
Replacing drives 59
Memory
Memory modules are located on the right side of the computer (viewed from behind). The computer has
two memory slots.
Figure 7-28 Memory module location
For proper system operation, the SODIMMs must be:
●industry-standard 204-pin
●unbuffered non-ECC PC3-10600 DDR3-1600 MHz-compliant
●1.5 volt DDR3-SDRAM SODIMMs
The DDR3-SDRAM SODIMMs must also:
●support CAS latency 11 DDR3 1600 MHz (11-11-11 timing)
●contain the mandatory Joint Electronic Device Engineering Council (JEDEC) specification
In addition, the computer supports:
●1-Gbit, 2-Gbit, and 4-Gbit non-ECC memory technologies
●single-sided and double-sided SODIMMS
●SODIMMs constructed with x8 and x16 SDRAMs; SODIMMs constructed with x4 SDRAMs are not
supported
NOTE: The system will not operate properly if you install unsupported SODIMM memory.
The system will automatically operate in single channel mode, dual channel mode, or flex mode,
depending on how the SODIMMs are installed. Refer to the following table to identify the SODIMM
channel locations.
60 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Table 7-1 Identifying SODIMM locations
Location System Board Label Channel
Lower Socket SODIMM1 Channel A
Upper Socket SODIMM3 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 flex 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 flex mode, the channel populated
with the least amount of memory describes the total amount of memory assigned to dual channel
and the remainder is assigned to single channel. If one channel will have more memory than the
other, the larger amount should be assigned to channel A.
●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.
There are two memory sockets on the system board located behind the memory access panel. To
remove or install memory modules:
To remove a memory module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Place the computer face down on a soft flat surface. HP recommends that you set down a blanket,
towel, or other soft cloth to protect the screen surface from scratches or other damage.
3. Remove the access panel (see Access panel on page 45).
4. 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).
Figure 7-29 Removing a memory module
Memory 61
5. To install a memory module, slide the SODIMM into the socket at approximately a 30° angle (1),
then press the SODIMM down (2) so that the latches lock it in place.
Figure 7-30 Installing a memory module
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.
62 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Replacing the battery
The RTC battery is located near the memory modules under the memory access panel.
Figure 7-31 Battery location
The battery is located in the memory compartment. The battery that comes with the computer provides
power to the real-time clock. When replacing the battery, use a battery equivalent to the battery
originally installed in the computer. The computer comes with a 3-volt lithium coin cell battery.
WARNING! The computer contains an internal lithium manganese dioxide battery. There is a risk of
fire and burns if the battery is not handled properly. To reduce the risk of personal injury:
Do not attempt to recharge the battery.
Do not expose to temperatures higher than 60° C (140º F).
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare designated for this product.
CAUTION: Before replacing the battery, it is important to back up the computer CMOS settings.
When the battery is removed or replaced, the CMOS settings will be cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, ensure that you are discharged of static electricity by briefly touching a
grounded metal object.
Replacing the battery 63
NOTE: The lifetime of the lithium battery can be extended by plugging the computer into a live AC
wall socket. The lithium battery is only used when the computer is NOT connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and
rechargeable batteries. For more information about recycling programs, go to http://www.hp.com/
recycle.
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
The battery can now be seen on the lower right side of the fan.
Figure 7-32 Locating the battery
3. 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).
4. To insert the 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).
Figure 7-33 Removing and Replacing a coin cell battery (Type 2)
64 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Serial port
The serial port is located near the bottom of the computer below the hard drive. It is secured with one
Phillips screw.
Figure 7-34 Serial port location
To remove the serial port:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the lower panel (see Lower panel on page 50).
4. Remove the Phillips screw (1) that secures the port to the computer.
5. Slide the bottom of the port assembly to remove it from the tab in the computer (2).
Serial port 65
6. Remove the cable from its routing path (3), and remove the serial port assembly from the
computer.
Figure 7-35 Removing the serial port
To install the serial port, reverse the removal procedures.
66 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Webcam module
On products that ship with a webcam module, the module is located at the top of the computer beneath
the top panel. It is secured with two silver Phillips screws and has one connector.
The webcam module is optional.
Figure 7-36 Webcam module location
To remove the webcam module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
Webcam module 67
3. Remove the two Torx screws that secure the webcam module bracket to the computer.
Figure 7-37 Removing the webcam module
4. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable
from the module.
Figure 7-38 Disconnecting the webcam module cable
68 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. To remove the module from the bracket, remove the two Phillips screws that secure the module,
and then separate the module from the bracket.
Figure 7-39 Disconnecting the webcam module cable
To install a webcam module, reverse the removal procedures.
Webcam module 69
Converter board
The converter board is located on the left side of the computer (viewed from behind) under the main
rear cover. It is secured with two Torx screws and has two connectors.
Use the same converter spare part for all display panels; however, you must change jumper settings on
the board based on the display panel.
Figure 7-40 Converter board location
To remove the converter board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Disconnect the two cables from the board (1).
NOTE: Be careful not to damage the cables when disconnecting them from the board. Do not
pull on the wires.
70 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
4. Remove the two black Torx screws (2) that secure the board to the computer.
Note the converter board jumper settings stamped on the chassis (3). Be sure to correctly position
the jumpers on the converter board for the installed display panel.
Figure 7-41 Removing the converter board
5. Lift the converter board from the computer.
Be sure to correctly position the jumpers on the converter board for the installed display panel, as
follows:
CAUTION: Incorrect jumper placement can result in damage to the converter board and display
panel.
●21.5-inch panel
◦AUO panel: pins (1)(2)
◦CMI panel: pins (3)(4)
◦LG panel: pins (7)(8)
●23.0-inch panel
◦CMI panel: pins (5)(6)
◦LG panel: pins (9)(10)
◦Samsung panel: pins (11)(12)
Converter board 71
21.5-inch
23.0-inch
To install the converter board, reverse the removal procedures.
72 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Touch sensor board
NOTE: The touch sensor board is located on the right side of the computer (viewed from behind)
above the system board. It is secured with one Torx screw and has three connectors.
Touch sensor boards are spared with the touch panel spare part kit. Be sure to replace the touch sensor
board when replacing a touch display panel.
Figure 7-42 Touch sensor board location
To remove the touch sensor board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Disconnect the cables from the three connectors on the board (1).
NOTE: Be careful not to damage the cables when disconnecting them from the board. Do not
pull on the wires or cables.
Touch sensor board 73
4. Remove the Torx screw (2) that secures the board to the computer.
Figure 7-43 Removing the touch sensor board
5. Lift the touch sensor board from the computer.
To install the touch sensor board, reverse the removal procedures.
74 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Heat sinks – Graphics board and processor
Separate heat sinks cool the discrete graphic board (select models only) and the processor. If installed,
you must remove the smaller graphics heat sink before you can remove the larger processor heat sink.
The graphics heat sink is secured with three Torx screws – two captured, one not captured. The heat
sinks share the one non-captured screw.
The processor heat sink is secured with five Torx screws – four captured, one shared, not captured.
Model 8300 may include a fan attached to the heat sink.
Figure 7-44 Heat sink locations
Graphics heat sink
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the center access panel (see Access panel on page 45).
3. Remove the black Torx screw from the top of the heat sink (1).
Heat sinks – Graphics board and processor 75
4. Loosen the two silver captive Torx screws on the heat sink (2), and then lift the heat sink out of the
computer (3).
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even
the downward forces on the processor. This is especially important as the pins on the socket are
very fragile and any damage to them may require replacing the system board.
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.
Figure 7-45 Removing the graphics heat sink
To replace the heat sink, reverse the removal procedures.
Processor heat sink – model 6300
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the center access panel (see Access panel on page 45).
3. If installed, remove the graphics heat sink (see Graphics heat sink on page 75).
76 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
4. In the order indicated on the heat sink, loosen the four silver captive Torx screws (1) – (4), and
then lift the heat sink out of the computer (5).
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even
the downward forces on the processor. This is especially important as the pins on the socket are
very fragile and any damage to them may require replacing the system board.
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.
Figure 7-46 Removing the processor heat sink — 6300 models
To replace the heat sink, reverse the removal procedures.
Processor heat sink – model 8300
To remove the heat sink:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the center access panel (see Access panel on page 45).
3. If installed, remove the graphics heat sink (see Graphics heat sink on page 75).
4. In the order indicated on the heat sink, loosen the four silver captive Torx screws (1) – (4), and
then lift the heat sink out of the computer (5).
CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even
the downward forces on the processor. This is especially important as the pins on the socket are
very fragile and any damage to them may require replacing the system board.
5. Remove the non-captive Torx screw from the top of the heat sink (5).
Heat sinks – Graphics board and processor 77
6. Lift the heat sink assembly from the computer (6).
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.
Figure 7-47 Removing the processor heat sink — 8300 models
7. If you need to remove the fan from the heat sink, remove the three small Phillips screws that secure
the fan to the heat sink, and lift the fan from the heat sink.
Figure 7-48 Removing the fan from the heat sink
To replace the heat sink, reverse the removal procedures.
78 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Processor
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the graphics heat sink (see Graphics heat sink on page 75).
4. Remove the processor heat sink (see Processor heat sink – model 6300 on page 76).
5. Rotate the locking lever to its full open position (1).
6. Raise and rotate the microprocessor retainer to its fully open position (2).
7. 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.
Figure 7-49 Removing the processor
To install a new processor:
1. Place the processor in its socket and close the retainer. Make sure the slot in the processor fits into
the post on the socket.
2. Secure the locking lever. If reusing the existing heat sink, go to step 3. If using a new heat sink, go
to step 6.
Processor 79
3. If reusing the existing fan sink, clean the bottom of the fan sink with the alcohol pad provided in
the spares kit.
CAUTION: Before reinstalling the fan sink you must clean the top of the processor and the
bottom of the fan sink with an alcohol pad supplied in the spares kit. After the alcohol has
evaporated, apply thermal grease to the top of the processor from the syringe supplied in the
spares kit.
4. Apply the thermal grease provided in the spares kit to the top of the processor and install the fan
sink atop the processor.
5. Go to step 7.
6. If using a new fan sink, remove the protective covering from the bottom of the fan sink and place it
in position atop the processor.
7. Secure the fan sink to the system board and system board tray.
CAUTION: Fan sink retaining screws should be tightened in diagonally opposite pairs (as in an
X) to evenly seat the fan sink on the processor. This is especially important as the pins on the
socket are very fragile and any damage to them may require replacing the system board.
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://h18000.www.hp.com/support.
mSATA Solid-State Drive
The mSATA SSD is located on the bottom of the system board. The drive is secured with two Phillips
screws.
NOTE: In the following image, the mSATA SSD is not shown.
80 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Figure 7-50 mSATA SSD location
To remove the mSATA SSD:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the two Phillips screws that secure the SSD to the computer.
4. Lift the SSD to a 45-degree angle, and then pull it away to remove it from the socket.
To install the mSATA SSD, reverse the removal procedures.
NOTE: mSATA SSD are designed with a notch to prevent incorrect insertion.
WLAN module
The WLAN module is located on the left side of the system board. The 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.
WLAN module 81
Figure 7-51 WLAN module location
To remove the WLAN module:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the metal plate (see Metal plate on page 51).
6. Disconnect the antenna cables from the module (1).
82 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
7. Remove the Phillips screw (2) that secures the module to the computer.
Figure 7-52 Removing the WLAN module screw and antennas
8. Lift the module to a 45-degree angle (1), and then pull it away to remove it from the socket (2).
Figure 7-53 Removing the WLAN module
To install the WLAN module, reverse the removal procedures.
WLAN module 83
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
Graphics board
The graphics board is secured with two Torx screws. Removing it allows access to the webcam and
allows you to remove the main rear cover.
Figure 7-54 Graphics board location
To remove the graphics board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the graphics heat sink (see Graphics heat sink on page 75).
4. Remove the two Phillips screws (1) that secure the board to the system board.
84 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. Rotate the board upward (2), and then pull it up and away from the connector to remove it from
the computer (3).
Figure 7-55 Removing the graphics board
To replace the graphics board, reverse the removal procedures.
Graphics board 85
Speakers
On products that ship with speakers, the speakers are located at the bottom of the computer. Two
separate speakers are each secured by two Torx screws. To remove the right speaker you have to
remove the power supply plug.
Speakers are optional.
Figure 7-56 Speaker location
To remove the speakers:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove Torx screw that secures the power connector to the computer, and lift the connector from
its position on top of the left speaker (1).
6. Remove two Torx screws (2) that secure each speaker to the computer.
7. Disconnect the speaker cables from the system board connector labeled SPKR(3).
Figure 7-57 Removing the speakers
8. Remove the speakers from the computer.
To install the speakers, reverse the removal procedures.
86 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Fan
The fan is located near the middle of the computer and is secured with three Torx screws. You have to
remove the metal plate to remove the fan..
To remove the fan assembly:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the metal plate (see Metal plate on page 51).
6. Disconnect the fan cable from the system board connector labeled CHFAN (1).
7. Remove the three Torx screws that secure the fan to the computer (2).
8. Remove the fan from the computer (3).
Figure 7-58 Removing the fan
To install the fan assembly, reverse the removal procedures.
NOTE: To avoid damaging the rubber screw grommets installed around the captive screws, when
installing the fan, push down on the fan assembly before you tighten the screws. Make sure the
grommets are positioned correctly before tightening the screws.
Fan 87
Side panels
The side panels are located one each side of the computer. They are secured with tabs, and the
removal procedures are similar for both panels.
Figure 7-59 Side panel locations
To remove the side panels:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the optical drive (see Replacing the optical disc drive on page 57).
6. Push the side panel out from the bottom (1).
88 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
7. Rotate the panel out and off of the computer (2).
NOTE: The removal and replacement procedures are similar for both panels.
Figure 7-60 Removing the side panels (left side shown)
To install the side panels, reverse the removal procedures.
Side panels 89
Power supply
The power supply is located at the middle, bottom of the computer. It is secured with two Torx screws.
The power connector mounts separately with one Torx screw. The power supply slides out of the bottom
of the bracket that secures it.
Figure 7-61 Power supply location
To remove the power supply:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
90 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
5. Remove the Torx screw (1) that secures the power connector to the computer, and then lift the
connector from atop the speaker (2).
Figure 7-62 Removing the power connector
6. Disconnect the cable from the system board connector (1).
7. Position the cable above the power supply (2).
Positioning the cable above the power supply makes it easier to slide the power supply downward
and out of the bracket that secures it.
Figure 7-63 Removing the power supply
Power supply 91
8. Slide the power supply downward and out of the bracket that houses it.
Figure 7-64 Sliding the power supply out of the housing
To install the power supply, reverse the removal procedures.
92 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
System board
The system board is located on the right side of the computer (viewed from the rear). It is secured with
eight Torx screws.
To remove the system board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the memory modules (see Memory on page 60).
6. Remove the graphics heat sink (see Graphics heat sink on page 75).
7. Remove the processor heat sink (see Processor heat sink – model 6300 on page 76).
8. Remove the processor (see Processor on page 79).
9. Remove the WLAN module (see mSATA Solid-State Drive on page 80).
10. Disconnect all cables from the system board, noting their location for reinstallation.
System board 93
11. Remove the cable mounting bracket by removing the Torx screw (1), and then sliding it up (2)
and lifting it out of the computer.
Figure 7-65 Removing the cable mounting bracket
12. On model 6300, remove the eight Torx screws (1) that secure the system board to the computer.
On model 8300, remove the ten Torx screws that secure the system board to the computer.
NOTE: Model 6300 shown in the following image.
13. Position the cables on the left side of the board out of the way (2) so you can freely slide the
board out of the computer.
NOTE: To allow the system board to slide up so you can remove it, you must place the cables in
the cable retention areas built into the chassis to the left of the system board. Failure to move the
cables out of the way will impede system board removal.
94 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
14. Slide the system board toward the top of the computer (3), and then lift up the board from left side
to prevent interference between the side I/O bracket with the I/O ports on board.
Figure 7-66 Removing the system board (model 6300 shown)
To install the system board, reverse the removal procedures.
Replace the thermal pad below the system board.
System board 95
When replacing the system board, be sure to route the cables correctly. See the following images for
cable routing.
Route the following cables from under the system board cable mounting bracket:
●Display (LVDS)
●Optical drive data (SATA)
●Optical drive power
●Converter board
96 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Route the following cables from under the power supply:
●Power button board
●Hard drive data (SATA)
●Hard drive power
●Hood sensor
System board 97
Updating BIOS with correct display manufacturer
After replacing the system board, make sure the BIOS display panel manufacturer setting is correct. If
the incorrect panel manufacturer is set in BIOS, the display panel may function incorrectly.
The display panel manufacturer is identified on the jumper setting label on the base pan.
After confirming the manufacturer of the display panel on the computer, go into BIOS and make sure
the LVDS Panel Select setting is correct.
To update BIOS with display panel model information:
1. Boot the computer.
2. Repeatedly press F10 when the monitor light turns green to access the F10 Setup utility.
3. Select Advanced, select Device Options, select LVDS Panel Select, and then select the
manufacturer for the new display panel.
4. Save your settings, exit F10 Setup, and allow the computer to continue to the operating system.
5. Reboot the computer and repeatedly press F10 when the monitor light turns green to access the
F10 Setup utility.
6. Select Advanced, select Device Options, and then select LVDS Panel Select.
7. Select Auto-select.
8. Save settings and exit the F10 Setup utility.
When you change the LVDS setting to the installed panel type, the BIOS reprograms the EDID with the
correct data. You must set the panel before the Auto-select setting functions correctly.
98 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Updating SMBIOS Information
When replacing the system board, you must reprogram the SMBIOS information on the affected
computer. Failure to reprogram the board will result in eventual failure, such as an activation failure
(need to reactivate the system) or a system recovery failure.
To update SMBIOS information in Computer Setup:
1. Turn on or restart the computer.
2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of
the screen.
NOTE: If you do not press Esc at the appropriate time, you must restart the computer and again
press Esc when the monitor light turns green to access the utility.
3. Press F10 to enter Computer Setup.
4. Go to Security > System ID’s.
5. If necessary, press Ctrl+A to initiate edit mode.
6. Edit the fields listed. If the feature byte has data or is not editable, then it was not cleared and
cannot be edited.
System ID Setup Page
Setup Field Name 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 identifier 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 99
Card reader board
The card reader board is located on the right side of the system board. It is secured with two screws.
Figure 7-67 Card reader board location
To remove the card reader board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
100 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
3. Remove the two Phillips screws (1) that secure the board to the system board.
Figure 7-68 Removing the card reader board screws
4. Lift the board to a 45-degree angle (1), and then pull it away to remove it from the socket (2).
Figure 7-69 Removing the card reader board
To install the card reader board, reverse the removal procedures.
Card reader board 101
Power button board
The power button board is located on the bottom left corner of the computer. It is covered by a Mylar
shield and has two connectors and one screw.
Figure 7-70 Power button board location
To remove the power button board:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the optical drive (see Replacing the optical disc drive on page 57).
6. Remove the left side panel (see Side panels on page 88).
102 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
7. Remove the Torx screw (1) that secures the Mylar that covers the power button board, and then lift
the Mylar from the computer (2).
NOTE: On some models, the left screw that secures the left speaker (when viewed from the rear)
may also secure the Mylar.
Figure 7-71 Removing the Mylar shield
Power button board 103
8. Disconnect the two cables (1) from the board, and then remove the Torx screw that secures the
board to the computer (2).
Figure 7-72 Removing the power button board
9. Remove the power button board from the computer.
To install the power button board, reverse the removal procedures.
104 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Front bezel
The front bezel is located on the front of the computer and is secured to the main system bracket with
eight Torx screws.
Replacement bezels include the webcam shutter and capacitive sensor board. On models that do not
include a webcam, you must remove the shutter and install the webcam insert (Webcam assembly kit)
into the slot in which the webcam would otherwise be installed.
To remove the front bezel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the optical drive (see Replacing the optical disc drive on page 57).
6. Remove the metal plate (see Metal plate on page 51).
7. Remove the power supply (see Power supply on page 90).
8. Remove the side panels (see Side panels on page 88).
9. Remove the speakers (see Speakers on page 86).
10. Remove the power button board (see Power button board on page 102).
Front bezel 105
11. Lift the bracket from the bottom-left side of the computer.
Figure 7-73 Removing the bracket
12. Remove the Torx screws that secure the bezel to the main system bracket assembly, as follows:
●Model 6300: 11 total screws
◦Left: 2 screws
◦Top: 4 screws
◦Right 2 screws
106 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
◦Bottom: 2 screw
Figure 7-74 Front bezel assembly screw locations – 6300 models
●Model 8300: 14 total screws
◦Left: 4 screws
◦Top: 4 screws
Front bezel 107
◦Right 4 screws
◦Bottom: 2 screw
Figure 7-75 Front bezel assembly screw locations – 8300 models
13. Lift the bracket from the bezel.
To install the front bezel, reverse the removal procedures.
108 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Antenna
The antenna route from the WLAN card to the top of the computer.
To remove the antenna:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the optical drive (see Replacing the optical disc drive on page 57).
4. Remove the stand (see Stand on page 48).
5. Remove the lower panel (see Lower panel on page 50).
6. Remove the metal plate (see Metal plate on page 51).
7. Remove the power supply (see Power supply on page 90).
8. Remove the side panels (see Side panels on page 88).
9. Remove the speakers (see Speakers on page 86).
10. Remove the system board (see System board on page 93).
11. Remove the front bezel (see Front bezel on page 105).
Antenna 109
12. Remove the two Torx screws that secure each antenna to the frame.
Figure 7-76 Removing the antenna
Figure 7-77 Removing the antenna
110 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
13. Note the routing path for each antenna for replacement.
Figure 7-78 Antenna routing paths
To install the antenna, reverse the removal procedures.
Display panel
Model 6300 offers three different display panels – LG, AUO, and CMI.
Model 8300 offers three different display panels – LG, Samsung, and CMI.
Display panels require a backlight cable specific to the manufacturer. Make sure you use the backlight
cable packaged with the display panel.
The display panel is secured to the base pan with four Torx screws.
To remove the display panel:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the optical drive (see Replacing the optical disc drive on page 57).
4. Remove the stand (see Stand on page 48).
5. Remove the lower panel (see Lower panel on page 50).
Display panel 111
6. Remove the metal plate (see Metal plate on page 51).
7. Remove the power supply (see Power supply on page 90).
8. Remove the speakers (see Speakers on page 86).
9. Remove the side panels (see Side panels on page 88).
10. Remove the front bezel (see Front bezel on page 105).
11. Disconnect the backlight cable from the display panel.
NOTE: Replace the backlight cable with the new backlight cable that comes with the new
display panel kit.
Remove the backlight cable from the defective panel before sending the panel back to the
supplier.
Figure 7-79 Disconnecting the backlight cable from the display panel
112 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
12. Model 6300: Remove the four Torx screws that secure the display panel to the frame. The screw
locations for each manufacturer are stamped into the metal.
The LG (1) and AUO (2) panels are secured with two screws on each side (left and right).
Figure 7-80 Display panel screw locations – 6300 models – LG or AUO panel
The CMI panel is secured with two screws on top, two screws on the bottom.
Figure 7-81 Display panel screw locations – 6300 models – CMI panel
- or-
Display panel 113
13. Model 8300: Remove the four Torx screws that secure the display panel to the frame. The screw
locations for each manufacturer are stamped into the metal.
The LG (1) and AUO (2) panels are secured with two screws on each side (left and right).
Figure 7-82 Display panel screw locations – 8300 models – Samsung or LG panel
The CMI panel is secured with two screws on top, two screws on the bottom.
Figure 7-83 Display panel screw locations – 8300 models – CMI panel
14. Lift the display panel from the frame.
114 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
15. Disconnect the display cable from the display panel by pressing in on the tabs (1) on the side of
the connector, and pulling the cable from the connector (2).
Figure 7-84 Disconnecting the display cable from the display panel
Be sure to correctly position the jumpers on the converter board for the installed display panel, as
follows:
CAUTION: Incorrect jumper placement can result in damage to the converter board and display
panel.
●21.5-inch panel
◦AUO panel: pins (1)(2)
◦CMI panel: pins (3)(4)
◦LG panel: pins (7)(8)
●23.0-inch panel
◦CMI panel: pins (5)(6)
◦LG panel: pins (9)(10)
◦Samsung panel: pins (11)(12)
Display panel 115
21.5-inch
23.0-inch
To install a display panel, reverse the removal procedures.
When replacing a touch display panel, be sure to route the ZIF cables through separate holes in the
frame so they correctly connect to the touch sensor board.
116 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
Updating BIOS when installing a display panel for a different manufacturer
If you install a display panel from a different manufacturer than what was previously installed (for
example, replace an LG panel with a Samsung panel), you need to update BIOS with the new panel
information. Failure to do so may cause the new panel to function incorrectly.
To update BIOS with the new panel model information:
1. Boot the computer.
2. Repeatedly press F10 when the monitor light turns green to access the F10 Setup utility.
3. Select Advanced, select Device Options, select LVDS Panel Select, and then select the
manufacturer for the new display panel.
4. Save your settings, exit F10 Setup, and allow the computer to continue to the operating system.
5. Reboot the computer and repeatedly press F10 when the monitor light turns green to access the
F10 Setup utility.
6. Select Advanced, select Device Options, and then select LVDS Panel Select.
7. Select Auto-select.
When you change the LVDS setting to the installed panel type, the BIOS reprograms the EDID with the
correct data. You must set the panel before the Auto-select setting functions correctly.
Display panel 117
Hood sensor
The hood sensor is located on the bottom left of the computer (when viewed from behind).
Figure 7-85 Hood sensor location
To remove the hood sensor:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
3. Remove the access panel (see Access panel on page 45).
4. Remove the stand (see Stand on page 48).
5. Remove the lower panel (see Lower panel on page 50).
6. Remove the side panels (see Side panels on page 88).
7. Remove the metal plate (see Metal plate on page 51).
8. Remove the power supply (see Power supply on page 90).
9. Remove the system board (see System board on page 93).
10. Remove the front bezel (see Front bezel on page 105).
11. Remove the display panel (see Display panel on page 111).
12. Disconnect the hood sensor cable from the system board connector labeled HSENSE.
118 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
13. Remove the cable from its routing path.
Figure 7-86 Hood sensor cable routing path
14. Slide the hood sensor out of its slot built into the chassis.
NOTE: the hood sensor fits tightly into the slot. Removal may require a flat-blade screwdriver to
help disengage it.
Figure 7-87 Removing the hood sensor
To install the hood sensor, reverse the removal procedures.
Hood sensor 119
Hard drive and optical drive cables and connectors
The hard drive and optical drive connectors are located near the middle of the computer, partially
under the main display bracket. Each connector is secured with two Torx screws and has two cables
that connect to the system board.
The optical drive connector cables are longer than the hard drive connector cables.
Figure 7-88 Hard drive cable and optical drive cable location
To remove the hard drive or optical drive connector:
1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 40).
2. Remove the access panel (see Access panel on page 45).
3. Remove the stand (see Stand on page 48).
4. Remove the lower panel (see Lower panel on page 50).
5. Remove the side panels (see Side panels on page 88).
6. Remove the metal plate (see Metal plate on page 51).
7. Remove the power supply (see Power supply on page 90).
8. Remove the system board (see System board on page 93).
9. Remove the front bezel (see Front bezel on page 105).
10. Remove the display panel (see Display panel on page 111).
11. Remove two Torx screws that secure the hard drive connector or the optical drive connector to the
computer.
120 Chapter 7 Removal and Replacement Procedures All-in One (AIO) Chassis
12. Remove the cables from the metal clips built into the computer.
13. Disconnect the hard drive cables or the optical drive cables from the system board.
NOTE: Be careful not to damage the cable when disconnecting it from the board. Do not pull on
the wires.
14. Remove the connector from the computer.
Figure 7-89 Removing the hard drive or optical drive connectors
To install the hard drive or optical drive connector, reverse the removal procedures.
Hard drive and optical drive cables and connectors 121
8 Troubleshooting Without
Diagnostics
This chapter provides information on how to identify and correct minor problems, such as USB devices,
hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems
with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
NOTE: For information on specific error messages that may appear on the screen during Power-On
Self-Test (POST) at startup, refer to Appendix A, POST Error Messages on page 175.
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 12
for more information.
●Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are
error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages
on page 175 for more information.
●If the screen is blank, plug the monitor into a different 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 different cable into the network
connection. There may be a problem with the network plug or cable.
●If you recently added new hardware, remove the hardware and see if the computer functions
properly.
122 Chapter 8 Troubleshooting Without Diagnostics
●If you recently installed new software, uninstall the software and see if the computer functions
properly.
●Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When
booting the operating system, use “Last Known Configuration.”
●Refer to the comprehensive online technical support at http://www.hp.com/support.
●Refer to Helpful Hints on page 123 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 notification, and worldwide community of peers
and HP experts.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that
your service call is handled properly:
●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
files before running the restore process.
NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service
provider or dealer.
Helpful Hints
If you encounter problems with the computer, 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 green power light is on.
●Check that the monitor is turned on and the green monitor light is on.
Helpful Hints 123
●Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are
error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages
on page 175 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.
●Reconfigure the computer after installing a non-plug and play expansion board or other option.
See Solving Hardware Installation Problems on page 147 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.
●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.
124 Chapter 8 Troubleshooting Without Diagnostics
Solving General Problems
You may be able to easily resolve the general problems described in this section. If a problem persists
and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation,
contact an authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to
the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be
sure to disconnect the power cord from the wall outlet and allow the internal system components to cool
before touching.
Table 8-1 Solving General Problems
Computer appears locked up and will not turn off when the power button is pressed.
Cause Solution
Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds
until the computer turns off.
2. Disconnect the power cord from the electrical outlet.
Computer will not respond to keyboard or mouse.
Cause Solution
Computer is in Sleep state. To resume from Sleep state, press the power button.
CAUTION: When attempting to resume from Sleep state,
do not hold down the power button for more than four
seconds. Otherwise, the computer will shut down and you will
lose any unsaved data.
System has locked up. Restart computer.
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet
prolongs the life of the RTC battery.
Reset the date and time under Control Panel (Computer
Setup can also be used to update the RTC date and time). If
the problem persists, replace the RTC battery. See the
Removal and Replacement section for instructions on installing
a new battery, or contact an authorized dealer or reseller for
RTC battery replacement.
To access Control Panel in Windows 7, select Start, and then
select Control Panel.
To access Control Panel in Windows 8, from the Start screen,
type c, and then select Control Panel from the list of
applications.
Solving General Problems 125
Cursor will not move using the arrow keys on the keypad.
Cause Solution
The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you
want to use the arrow keys on the keypad. You can also
disable or enable the Num Lock key in Computer Setup at
Advanced > Device Options.
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
affect 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 airflow 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
airflow.
2. Make sure fans are connected and working properly
(some fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Hard drive is full. Transfer data from the hard drive to create more space on the
hard drive.
Low on memory. Add more memory.
126 Chapter 8 Troubleshooting Without Diagnostics
Table 8-1 Solving General Problems (continued)
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. Windows 7:
1. Close unnecessary applications to free up memory.
2. Add more memory.
3. Some applications run in the background and can be
closed by right-clicking on their corresponding icons in
the task tray. To prevent these applications from
launching at startup:
In Windows 7:
a. Go to Start > All Programs > Accessories >
Run
b. Type msconfig, and then press Enter.
c. On the Startup tab of the System Configuration
Utility, clear applications that you do not want to
launch automatically, and the click OK.
In Windows 8:
a. On the Start screen, right-click, and then select the
All apps icon.
b. Under Windows System, click Run.
c. Type msconfig, and then press Enter.
d. On the Startup tab of the System Configuration
Utility, clear applications that you do not want to
launch automatically, and the click OK.
Some software applications, especially games, are stressful on
the graphics subsystem.
1. Lower the display resolution for the current application or
consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Solving General Problems 127
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).
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 flashing.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns green, then:
1. If equipped with a voltage selector, check that the
voltage selector (located on the rear of the power supply)
is set to the appropriate voltage. Proper voltage setting
depends on your region.
2. Remove the expansion cards one at a time until the
5V_aux light on the system board turns on.
3. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open the access panel and check that the power button
cable is properly connected to the system board.
3. Check that the power supply cables are properly
connected to the system board.
4. Check to see if the 5V_aux light on the system board is
turned on. If it is turned on, then replace the power
button assembly.
5. If the 5V_aux light on the system board is off, then
replace the power supply.
6. Replace the system board.
128 Chapter 8 Troubleshooting Without Diagnostics
Solving Power Problems
Common causes and solutions for power problems are listed in the following table.
Table 8-2 Solving Power Problems
Power supply shuts down intermittently.
Cause Solution
If equipped with a voltage selector, voltage selector switch on
rear of computer chassis (some models) not switched to
correct line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
Power supply will not turn on because of internal power
supply fault.
Replace the power supply.
Computer powered off automatically and the Power LED flashes Red two times, once every second,
followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but
LEDs continue flashing.)
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.
Solving Power Problems 129
Power LED flashes Red four times, once every second, followed by a two second pause, and the
computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the
voltage selector, located on the rear of the power supply
(some models), is set to the appropriate voltage. Proper
voltage setting depends on your region.
2. Open the access panel and ensure the power supply
cable is seated into the connector on the system board.
3. Check if a device is causing the problem by removing
ALL attached devices (such as hard drives or optical
drives and expansion cards). Power on the system. If the
system enters POST, then power off and replace one
device at a time and repeat this procedure until failure
occurs. Replace the device that is causing the failure.
Continue adding devices one at a time to ensure all
devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
The incorrect external power supply adapter is being used on
the All-in One or USDT.
The power supply adapter must be at the correct power rating
and use the Smart ID technology before the system will power
up. Replace the power supply adapter with the HP-supplied
power supply adapter.
130 Chapter 8 Troubleshooting Without Diagnostics
Solving Hard Drive Problems
Table 8-3 Solving Hard Drive Problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and right-
click on a drive. Select Properties, and then select the
Tools tab. Under Error-checking click Check Now.
In Windows 8, on the Start screen type e, and then
select File Explorer from the list of applications. In the
left column, expand Computer, right-click on a drive,
select Properties, and then select the Tools tab. Under
Error checking click Check.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause Solution
Either the directory structure is bad or there is a problem with
a file.
In Windows 7, click Start, expand Computer, and right-
click on a drive. Select Properties, and then select the
Tools tab. Under Error-checking click Check Now.
In Windows 8, on the Start screen type e, and then click File
Explorer from the list of applications. In the left column,
expand Computer, right-click on a drive, select Properties,
and then select the Tools tab. Under Error checking click
Check.
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconfiguration directions in the Solving Hardware
Installation Problems on page 147 section. If the system still
does not recognize the new device, check to see if the device
is listed within Computer Setup. If it is listed, the probable
cause is a driver problem. If it is not listed, the probable cause
is a hardware problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-
On Options.
Solving Hard Drive Problems 131
Table 8-3 Solving Hard Drive Problems (continued)
Drive not found (identified).
Cause Solution
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in
Advanced > Power-On 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.
1. Perform Drive Protection System (DPS) testing in system
ROM.
System files missing or not properly installed. 1. Insert bootable media and restart the computer.
2. Boot to the windows installation media and select the
recovery option. If only a restore kit is available, then
select the File Backup Program option, and then
restore the system.
3. Install system files for the appropriate operating system.
Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry
in the Storage > Boot Order list.
Bootable hard drive is not attached as first in a multi-hard
drive configuration.
If attempting to boot from a hard drive, ensure it is attached to
the system board dark blue SATA connector.
Bootable hard drive is not listed first in the Boot Order. Run the Computer Setup utility and select Storage > Boot
Order 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
Security > Device Security.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Storage > Boot Order.
132 Chapter 8 Troubleshooting Without Diagnostics
Table 8-3 Solving Hard Drive Problems (continued)
Computer will not boot from hard drive.
Cause Solution
Hard Drive's “Emulation Type” is set to “None.” (some
models)
Run the Computer Setup utility and change the “Emulation
Type” to “Hard Disk” in the device's details under Storage >
Device Configuration.
Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if
any beeps are heard. See Appendix A, POST Error Messages
on page 175 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 off the power. To restart the computer,
press the power button again.
Solving Hard Drive Problems 133
Solving Media Card Reader Problems
Table 8-4 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 file 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.
134 Chapter 8 Troubleshooting Without Diagnostics
Do not know how to remove a media card correctly.
Cause Solution
The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on
the corresponding drive icon, and then select Eject. Pull the
card out of the slot.
In Windows 8, on the Start screen, type e, and then click File
Explorer from the list of applications. Expand Computer,
right-click on the corresponding drive icon, and then select
Eject. Pull the card out of the slot.
NOTE: Never remove the card when the green LED is
flashing
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 first 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 Media Card Reader Problems 135
Solving Display Problems
If you encounter display problems, see the documentation that came with the monitor and to the
common causes and solutions listed in the following table.
Table 8-5 Solving Display Problems
Blank screen (no video).
Cause Solution
Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
Bad monitor. Try a different monitor.
The cable connections are not correct. Check the cable connection from the monitor to the computer
and to the electrical outlet.
You may have a screen blanking utility installed or energy
saver features are enabled.
Press any key or click the mouse button and type your
password (if set).
System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).
Reflash the system ROM with the latest BIOS image.
You are using a fixed-sync monitor and it will not sync at the
resolution chosen.
Be sure that the monitor can accept the same horizontal scan
rate as the resolution chosen.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state,
do not hold down the power button for more than four
seconds. Otherwise, the computer will shut down and you will
lose any unsaved data.
Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the
motherboard or an add-in card. Try moving the monitor
connection to a different connector on the back of the
computer
Monitor settings in the computer are not compatible with the
monitor.
1. In Control Panel, select Category from the View by
list, then under Appearance and Personalization,
select Adjust screen resolution.
To access Control Panel in Windows 7, click Start, and
then select Control Panel.
To access Control Panel in Windows 8, from the Start
screen, type c, and then select Control Panel from the
list of applications.
2. Expand the Resolution box, and then use the sliding
control to reset the resolution.
Monitor is configured to use an input that is not active. Use the monitor's on-screen menu controls to select the input
that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.
136 Chapter 8 Troubleshooting Without Diagnostics
Blank screen and the power LED flashes Red five times, once every second, followed by a two second
pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Pre-video memory error. 1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty
module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
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. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card (if applicable). Power on the
system.
2. Replace the graphics card (if applicable).
3. Replace the system board.
For systems with integrated graphics, replace the system
board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second
pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
System board failure (ROM detected failure prior to video). Replace the system board.
Monitor does not function properly when used with energy saver features.
Cause Solution
Monitor without energy saver capabilities is being used with
energy saver features enabled.
Disable monitor energy saver feature.
Solving Display Problems 137
Dim characters.
Cause Solution
The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.
Cables are not properly connected. Check that the graphics cable is securely connected to the
graphics card (if applicable) or video connector and the
monitor.
Blurry video or requested resolution cannot be set.
Cause Solution
If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution. Change requested resolution.
Graphics card is bad. Replace the graphics card.
The picture is broken up, rolls, jitters, or flashes.
Cause Solution
The monitor connections may be incomplete or the monitor
may be incorrectly adjusted.
1. Be sure the monitor cable is securely connected to the
computer.
2. In a two-monitor system or if another monitor is in close
proximity, be sure the monitors are not interfering with
each other’s electromagnetic field by moving them apart.
3. Fluorescent lights or fans may be too close to the
monitor.
Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came
with the monitor for instructions.
Image is not centered.
Cause Solution
Position may need adjustment. Press the monitor's Menu button to access the OSD menu.
Select ImageControl/ Horizontal Position or Vertical
Position to adjust the horizontal or vertical position of the
image.
138 Chapter 8 Troubleshooting Without Diagnostics
“No Connection, Check Signal Cable” displays on screen.
Cause Solution
Monitor video cable is disconnected. Connect the video cable between the monitor and computer.
CAUTION: Ensure that the computer power is off while
connecting the video cable.
“Out of Range” displays on screen.
Cause Solution
Video resolution and refresh rate are set higher than what the
monitor supports.
Restart the computer and enter Safe Mode. Change the
settings to a supported setting then restart the computer so that
the new settings take effect.
To enter Safe Mode in Windows 7:
1. Restart the computer.
2. Press and hold the F8 key as your computer restarts,
before the Windows logo appears. If the Windows logo
appears, you must restart the computer and try again.
3. On the Advanced Boot Options screen, use the arrow
keys to highlight the safe mode option you want, and
then press Enter.
4. Log on to your computer with a user account that has
administrator rights.
When your computer is in safe mode, Safe Mode
displays in the corners of your monitor. To exit safe
mode, restart your computer and let Windows start
normally.
To enter Safe Mode in Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then
under Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options,
select Startup Settings, and then click Restart.
4. Use the function keys or number keys to select the safe
mode option you want.
When your computer is in safe mode, Safe Mode
displays in the corners of your monitor. To exit safe
mode, restart your computer and let Windows start
normally.
Solving Display Problems 139
High pitched noise coming from inside a flat panel monitor.
Cause Solution
Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or
unable to center the picture on the screen (flat panel monitors using an analog VGA input connection
only).
Cause Solution
Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.
1. Select the monitor’s Auto-Adjustment option in the
monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-
screen display functions. To download a SoftPaq that will
assist you with the synchronization, go to the following
Web site, select the appropriate monitor, and download
either SP32347 or SP32202: http://www.hp.com/
support
Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card.
2. Replace the graphics card.
Certain typed symbols do not appear correct.
Cause Solution
The font you are using does not support that particular
symbol.
Use the Character Map to locate and select the appropriate
symbol. You can copy the symbol from the Character Map
into a document.
In Windows 7, click Start, select All Programs, select
Accessories, select System Tools, and then select
Character Map.
In Windows 8, on the Start screen, type ch, and then select
Character Map from the list of applications.
140 Chapter 8 Troubleshooting Without Diagnostics
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.
Table 8-6 Solving Audio Problems
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, the taskbar is available at the bottom
of the Desktop screen.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security >
Device Security > System Audio.
The external speakers are not turned on. Turn on the external speakers.
The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the
computer. The rear audio jack output is the green receptacle.
The speakers should be plugged into the line-out jack and the
headphones should be plugged into the headphone jack.
External speakers plugged into the wrong audio jack on a
recently installed sound card.
See the sound card documentation for proper speaker
connection. The rear audio jack output is the green
receptacle.
Headphones or devices connected to the line-out connector
mute the internal speaker.
Turn on and use headphones or external speakers, if
connected, or disconnect headphones or external speakers.
Computer is in Sleep state. Press the power button to resume from Sleep state.
CAUTION: When attempting to resume from Sleep state,
do not hold down the power button for more than four
seconds. Otherwise, the computer will shut down and you will
lose any unsaved data.
Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select
Advanced > Device Options > Internal Speaker.
Solving Audio Problems 141
Table 8-6 Solving Audio Problems (continued)
Sound does not come out of the speaker or headphones.
Cause Solution
The application is set to use a different audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be
listed in Device Manager. Make sure the correct device is
being used.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
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 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 muffled.
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 file in a
compressed format.
Line-in jack is not functioning properly.
Cause Solution
Jack has been reconfigured in the audio driver or application
software.
In the audio driver or application software, reconfigure the
jack or set the jack to its default value.
142 Chapter 8 Troubleshooting Without Diagnostics
There is no sound or sound volume is too low.
Cause Solution
The application is set to use a different audio device than
speakers.
Some graphics cards support audio over the DisplayPort
connection (if applicable), so multiple audio devices may be
listed in Device Manager. Make sure the correct device is
being used.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
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 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.
Table 8-7 Solving Printer Problems
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.
Solving Printer Problems 143
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.
The cables may not be connected properly. Reconnect all cables.
Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it
back on.
Printer will not print.
Cause Solution
The printer may be out of paper. Check the paper tray and refill it if it is empty.
144 Chapter 8 Troubleshooting Without Diagnostics
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.
Table 8-8 Solving Keyboard Problems
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.
Cursor will not move using the arrow keys on the keypad.
Cause Solution
The Num Lock key is on. Press the Num Lock key. The Num Lock light should be off if
you want to use the arrow keys on the keypad. You can
disable or enable the Num Lock key in Computer Setup at
Advanced > Device Options.
Solving Keyboard and Mouse Problems 145
Table 8-9 Solving Mouse Problems
Mouse does not respond to movement or is too slow.
Cause Solution
Mouse connector is not properly plugged into the back of the
computer.
Shut down the computer using the keyboard.
Windows 7:
1. Press the Ctrl and Esc keys at the same time (or press the
Windows logo key) to display the Start menu.
2. Use the arrow keys to select Shut Down and then press
Enter.
3. After the shutdown is complete, plug the mouse
connector into the back of the computer (or the
keyboard) and restart.
Windows 8:
1. Press the Windows logo + l to open the Settings charm.
2. Use the arrow keys to select Power, and then press
Enter.
3. Use the arrow keys to select Shut Down, and then
press Enter.
4. After the shutdown is complete, plug the mouse
connector into the back of the computer (or the
keyboard) and restart.
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.
146 Chapter 8 Troubleshooting Without Diagnostics
Solving Hardware Installation Problems
You may need to reconfigure the computer when you add or remove hardware, such as an additional
drive or expansion card. If you install a plug and play device, Windows automatically recognizes the
device and configures the computer. If you install a non-plug and play device, you must reconfigure the
computer after completing installation of the new hardware. In Windows, use the Add Hardware
Wizard and follow the instructions that appear on the screen.
To open the Add Hardware Wizard, open a Command Prompt and open hdwwiz.exe.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to
the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be
sure to disconnect the power cord from the wall outlet and allow the internal system components to cool
before touching.
Table 8-10 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 off the computer, turn on the external device, then turn on
the computer to integrate the device with the computer system.
When the system advised you of changes to the configuration,
you did not accept them.
Reboot the computer and follow the instructions for accepting
the changes.
A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.
Use Windows Device Manager to deselect the automatic
settings for the board and choose a basic configuration that
does not cause a resource conflict. You can also use
Computer Setup to reconfigure or disable devices to resolve
the resource conflict.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
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
Security > USB Security.
Solving Hardware Installation Problems 147
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. On
all computers except the USDT, 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 flashing LEDs are codes for specific
problems.
3. If you still cannot resolve the issue, contact Customer
Support.
Power LED flashes Red five times, once every second, followed by a two second pause, and the
computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system
board, you must unplug the computer power cord before
attempting to reseat, install, or remove a DIMM module.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty
module.
NOTE: DIMM1 or XMM1 must always be installed. On
all computers except the USDT, 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.
148 Chapter 8 Troubleshooting Without Diagnostics
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer
beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Graphics card (some models) is not seated properly or is bad,
or system board is bad.
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system
board.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer
beeps ten times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Bad option card. 1. Check each option card by removing the cards one at
time (if multiple cards), then power on the system to see if
fault goes away.
2. Once bad card is identified, remove and replace bad
option card.
3. Replace the system board.
Solving Network Problems
Some common causes and solutions for network problems are listed in the following table. These
guidelines do not discuss the process of debugging the network cabling.
Table 8-11 Solving Network Problems
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Maximum Power Saving feature is enabled. Disable the S5 Maximum Power Saving option in Computer
Setup. Select Power > Hardware Power Management
> S5 Maximum Power Savings.
Solving Network Problems 149
Table 8-11 Solving Network Problems (continued)
Wake-on-LAN feature is not functioning.
Cause Solution
S5 Wake on LAN is disabled (some models). Enable the S5 Wake on LAN option in Computer Setup.
Select Advanced > Device Options > S5 Wake on
LAN.
Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows 7:
1. Select Start > Control Panel > Network and
Sharing Center.
2. Under Tasks, select Manage network
connections.
3. Click Local Area Connection.
4. Click the Properties button.
5. Click the Configure button.
6. Click the Power Management tab, then select
Allow this device to wake the computer.
To enable Wake-on-LAN in Windows 8:
1. From the Start screen, type c, and then select Control
Panel from the list of applications.
2. Select Network and Sharing Center, and then click
the Ethernet link next to the connection.
3. Click the Properties button.
4. Click the Configure button.
5. Click the Power Management tab, then enable the
appropriate Wake-on LAN option.
150 Chapter 8 Troubleshooting Without Diagnostics
Network driver does not detect network controller.
Cause Solution
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system
using Device Manager.
To access Device Manager in Windows 7, click Start,
select Control Panel, and then select Device
Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
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 flashes.
NOTE: The network status light is supposed to flash when there is network activity.
Cause Solution
No active network is detected. Check cabling and network equipment for proper connection.
Network controller is not set up properly. Check for the device status within Windows, such as Device
Manager for driver load and the Network Connections applet
within Windows for link status.
To access Device Manager in Windows 7, click Start, select
Control Panel, and then select Device Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system
using Device Manager.
To access Device Manager in Windows 7, click Start,
select Control Panel, and then select Device
Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable auto-sensing capabilities and force the system into the
correct operating mode.
Solving Network Problems 151
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.
Network controller interrupt is shared with an expansion
board.
Under the Computer Setup Advanced menu, change the
resource settings for the board.
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 configuration.
Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
The network controller is not configured for this computer. Select the Network and Sharing Center icon in the
Control Panel and configure the network controller.
To access Control Panel in Windows 7, click Start, and then
select Control Panel.
To access Control Panel in Windows 8, from the Start screen,
type c, and then select Control Panel.
Network controller stopped working when an expansion board was added to the computer.
Cause Solution
Network controller interrupt is shared with an expansion
board.
Under the Computer Setup Advanced menu, change the
resource settings for the board.
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the
drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and
conflicts with the embedded NIC.
Under the Computer Setup Advanced menu, change the
resource settings for the board.
152 Chapter 8 Troubleshooting Without Diagnostics
Network controller stops working without apparent cause.
Cause Solution
The files containing the network drivers are corrupted. Reinstall the network drivers using the Recovery Disc Set in
Windows 7 or Windows recovery tools in Windows 8.
If necessary, download the softpaq from the web (from a
different computer).
The cable is not securely connected. Ensure that the cable is securely attached to the network
connector and that the other end of the cable is securely
attached to the correct device.
The network controller is defective. Contact an authorized service provider.
New network card will not boot.
Cause Solution
New network card may be defective or may not meet industry-
standard specifications.
Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause Solution
The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present,
and that the Remote System Installation Server contains the
NIC drivers for your NIC.
System setup utility reports unprogrammed EEPROM.
Cause Solution
Unprogrammed EEPROM. Contact an authorized service provider.
Solving Memory Problems
If you encounter memory problems, some common causes and solutions are listed in the following
table.
CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on
the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must
unplug the computer power cord before attempting to reseat, install, or remove a memory module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.
Solving Memory Problems 153
NOTE: The memory count will be affected by configurations with the Management Engine (ME)
enabled. The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-
channel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-
party data storage, and other management functions.
Table 8-12 Solving Memory Problems
System will not boot or does not function properly after installing additional memory modules.
Cause Solution
A memory module is not installed in the DIMM1 or XMM1
socket.
Ensure that a memory module is installed in the DIMM1 or
XMM1 socket on the system board. This socket must be
populated with a memory module.
Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for
the computer. On some models, ECC and non-ECC memory
modules cannot be mixed.
Out of memory error.
Cause Solution
You have run out of memory to run the application. Check the application documentation to determine the
memory requirements.
Memory count during POST is wrong.
Cause Solution
The memory modules may not be installed correctly. Check that the memory modules have been installed correctly
and that proper modules are used.
Integrated graphics may use system memory. No action required.
Insufficient memory error during operation.
Cause Solution
Too many Terminate and Stay Resident programs (TSRs) are
installed.
Delete any TSRs that you do not need.
You have run out of memory for the application. Check the memory requirements for the application or add
more memory to the computer.
154 Chapter 8 Troubleshooting Without Diagnostics
Power LED flashes Red five times, once every second, followed by a two second pause, and the
computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty
module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
Solving Processor Problems
If you encounter processor problems, common causes and solutions are listed in the following table.
Table 8-13 Solving Processor Problems
Poor performance is experienced.
Cause Solution
Processor is hot. 1. Make sure the airflow to the computer is not blocked.
2. Make sure the fans are connected and working properly
(some fans only operate when needed).
3. Make sure the processor heat sink is installed properly.
Power LED flashes Red three times, once every second, followed by a two second pause.
Cause Solution
Processor is not seated properly or not installed. 1. Check to see that the processor is present.
2. Reseat the processor.
Power LED flashes Red eleven times, once every second, followed by a two second pause.
Cause Solution
The current processor does not support a feature previously
enabled on this system.
1. Install a TXT (Trusted Execution Technology) capable
processor.
2. Disable TXT in the Computer Setup (F10) utility.
3. Reinstall the original processor.
Solving Processor Problems 155
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.
Table 8-14 Solving CD-ROM and DVD Problems
System will not boot from CD-ROM or DVD drive.
Cause Solution
The device is attached to a SATA port that has been hidden in
the Computer Setup utility.
Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.
Removable Media Boot is disabled in the Computer Setup
utility.
Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure
CD-ROM is enabled in Storage > Boot Order.
Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in
Security > Network Boot.
Non-bootable CD in drive. Try a bootable CD in the drive.
Boot order not correct. Run the Computer Setup utility and change boot sequence in
Storage > Boot Order.
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconfiguration directions in the Solving Hardware
Installation Problems on page 147 section. If the system still
does not recognize the new device, check to see if the device
is listed within Computer Setup. If it is listed, the probable
cause is a driver problem. If it is not listed, the probable cause
is a hardware problem.
If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-
On Options.
The device is attached to a SATA port that has been hidden in
Computer Setup.
Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.
Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in
Advanced > Power-On Options.
156 Chapter 8 Troubleshooting Without Diagnostics
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause Solution
Drive is not connected properly or not properly configured. See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause Solution
Movie may be regionalized for a different country. See the documentation that came with the DVD drive.
Decoder software is not installed. Install decoder software.
Damaged media. Replace media.
Movie rating locked out by parental lock. Use DVD software to remove parental lock.
Media installed upside down. Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause Solution
Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the
emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause Solution
Media is corrupt. Try different media to confirm whether media is valid.
Media has been inserted upside down. Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.
Wait at least 30 seconds to let the DVD-ROM drive determine
the type of media being played. If the disc still does not start,
read the other solutions listed for this topic.
CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most
computer stores.
Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.
To access Device Manager in Windows 7, click Start,
select Control Panel, and then select Device
Manager.
To access Device Manager in Windows 8, from the Start
screen, type c, select Control Panel from the list of
applications, and then select Device Manager.
2. Restart the computer and let Windows detect the CD or
DVD driver.
Solving CD-ROM and DVD Problems 157
Recording or copying CDs is difficult or impossible.
Cause Solution
Wrong or poor quality media type. 1. Try using a slower speed when recording.
2. Verify that you are using the correct media for the drive.
3. Try a different brand of media. Quality varies widely
between manufacturers.
Solving USB Flash Drive Problems
If you encounter USB flash drive problems, common causes and solutions are listed in the following
table.
Table 8-15 Solving USB Flash Drive Problems
USB flash drive is not seen as a drive letter in Windows.
Cause Solution
The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause Solution
The device is attached to a USB port that has been hidden in
Computer Setup.
Run the Computer Setup utility and enable USB ports in
Security > USB Security.
The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before
applying power to the system
System will not boot from USB flash drive.
Cause Solution
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Storage > Boot Order.
Removable Media Boot is disabled in the Computer Setup
utility.
Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure
USB is enabled in Storage > Boot Order.
158 Chapter 8 Troubleshooting Without Diagnostics
The computer boots to DOS after making a bootable flash drive.
Cause Solution
Flash drive is bootable. Install the flash drive only after the operating system boots.
Flash drive is defective. Try a different flash drive.
Solving USB Flash Drive Problems 159
Solving Front Panel Component Problems
If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.
A USB device, headphone, or microphone is not recognized by the computer.
Cause Solution
Device is not properly connected. 1. Turn off the computer.
2. Reconnect the device to the front of the computer and
restart the computer.
The device does not have power. If the USB device requires AC power, be sure one end is
connected to the device and one end is connected to a live
outlet.
The correct device driver is not installed. 1. Install the correct driver for the device.
2. You might need to reboot the computer.
The cable from the device to the computer does not work. 1. If possible, replace the cable.
2. Restart the computer.
The device is not working. 1. Replace the device.
2. Restart the computer.
USB ports on the computer are disabled in Computer Setup. Run the Computer Setup utility and ensure that the USB ports
are set to Enabled in Security > USB Security.
Solving Internet Access Problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the
common causes and solutions listed in the following table.
Unable to connect to the Internet.
Cause Solution
Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.
Web browser is not set up properly. Verify that the Web browser is installed and set up to work
with your ISP.
Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED
light on the front of the cable/DSL modem.
Cable/DSL service is not available or has been interrupted
due to bad weather.
Try connecting to the Internet at a later time or contact your
ISP. (If the cable/DSL service is connected, the “cable” LED
light on the front of the cable/DSL modem will be on.)
160 Chapter 8 Troubleshooting Without Diagnostics
Unable to connect to the Internet.
Cause Solution
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and
the computers’s RJ-45 connector. (If the connection is good,
the “PC” LED light on the front of the cable/DSL modem will
be on.)
IP address is not configured properly. Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of
information that a Web server can store temporarily with the
Web browser. This is useful for having the browser remember
some specific information that the Web server can later
retrieve.)
Windows 7:
1. Select Start > Control Panel.
2. Click Internet Options.
3. In the Browsing history section on the General tab,
click the Delete button.
4. Select the Cookies check box and click the Delete
button.
Windows 8:
1. From the Start screen, type c, and then select Control
Panel from the list of applications..
2. Click Internet Options.
3. In the Browsing history section on the General tab,
click the Delete button.
4. Select the Cookies check box and click the Delete
button.
Cannot automatically launch Internet programs.
Cause Solution
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.
Solving Internet Access Problems 161
Solving Software Problems
Most software problems occur as a result of the following:
●The application was not installed or configured correctly.
●There is insufficient memory available to run the application.
●There is a conflict between applications.
●Be sure that all the needed device drivers have been installed.
●If you have installed an operating system other than the factory-installed operating system, check
to be sure it is supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not continue and the HP logo does not display.
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and LED lights on the front of the
computer. See Appendix A, POST Error Messages
on page 175 to determine possible causes.
See the Worldwide Limited Warranty for terms and
conditions.
162 Chapter 8 Troubleshooting Without Diagnostics
Computer will not continue after HP logo screen displays.
Cause Solution
System files may be damaged. In Windows 7, use recovery media to scan hard drive for
errors, or use Windows Startup Repair to fix problems that
might prevent Windows from starting correctly. Windows
Startup Repair is one of the recovery tools in the System
Recovery Options menu. You can also create a system repair
disc that contains the System Recovery Options menu. If the
problem is severe enough that Startup Repair doesn't start on
its own and you can't access the System Recovery Options
menu on your computer's hard disk, you can get to the menu
and start Startup Repair by using the Windows installation
disc or a system repair disc that you created earlier.
In Windows 8, use Automatic Repair to fix problems that
might prevent Windows from starting correctly.
To access Automatic Repair:
1. Press the Windows logo + l to open the Settings charm.
2. Select Change PC Settings, select General, and then
under Advanced startup, click Restart now.
3. Select Troubleshoot, select Advanced options, and
then select Automatic Repair.
Windows starts Automatic Repair.
4. Select the account to use to begin Automatic Repair, and
type the password for the account.
Windows diagnoses the computer and attempts the
repair it.
“Illegal Operation has Occurred” error message is displayed.
Cause Solution
Software being used is not Microsoft-certified for your version
of Windows.
Verify that the software is certified by Microsoft for your
version of Windows (see program packaging for this
information).
Configuration files are corrupt. If possible, save all data, close all programs, and restart the
computer.
Solving Software Problems 163
Contacting Customer Support
For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you,
visit http://www.hp.com.
NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service,
remember to provide the setup and power-on passwords if they are set.
Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical
assistance.
164 Chapter 8 Troubleshooting Without Diagnostics
9 Backup and Recovery
Restoring and recovering in Windows 7
To protect from loss or damage, back up your personal data files. Refer to the operating system or
backup utility documentation for instructions on making backup copies of your data files.
To protect the software from loss or damage, keep a backup copy of all system software, applications,
and related files stored on the hard drive.
If you cannot create system recovery CDs or DVDs, you can order a recovery disk set from support. To
obtain the support telephone number for your region, see http://www.hp.com/support/contactHP.
System Restore
If you have a problem that might be due to software that you installed on your computer, use System
Restore to return the computer to a previous restore point. You can also set restore points manually.
NOTE: Always use this System Restore procedure before you use the System Recovery feature.
NOTE: Some features might not be available on systems that are shipped without a Windows
operating system.
To start System Restore:
1. Close all open programs.
2. Click the Start button, right-click Computer, and then click Properties.
3. Click System protection, System Restore, click Next, and then follow the on-screen
instructions.
To add restore points manually:
1. Close all open programs.
2. Click the Start button, right-click Computer, click Properties, and then click System
protection.
3. Under Protection Settings, select the disk for which you want to create a restore point.
4. Click Create, and then follow the on-screen instructions.
Restoring and recovering in Windows 7 165
System Recovery
WARNING! This procedure will delete all user information. To prevent loss of information, be sure to
back up all user information so you can restore it after recovery.
System Recovery completely erases and reformats the hard disk drive, deleting all data files that you
have created, and then reinstalls the operating system, programs, and drivers. However, you must
reinstall any software that was not installed on the computer at the factory. This includes software that
came on media included in the computer accessory box, and any software programs you installed after
purchase.
NOTE: Always use the System Restore procedure before you use the System Recovery program. See
System Restore on page 165.
NOTE: Some features might not be available on systems that are shipped without a Windows
operating system.
You must choose one of the following methods to perform a System Recovery:
●Recovery image — Run System Recovery from a recovery image stored on your hard disk drive.
The recovery image is a file that contains a copy of the original factory-shipped software. To
perform a System Recovery from a recovery image, see System Recovery when Windows is
responding on page 166 or System Recovery when Windows is not responding on page 167.
●Recovery media — Run System Recovery from recovery media that you have created from files
stored on your hard disk drive or purchased separately. To create recovery media, see System
recovery using recovery media on page 167.
System Recovery when Windows is responding
CAUTION: System Recovery deletes all data and programs you created or installed. Before you
begin, back up any important data to a CD or DVD or to a USB flash drive.
NOTE: In some cases, you must use recovery media for this procedure. To create this media, follow
the instructions in Creating recovery media on page 168.
If the computer is working and Windows 7 is responding, use these steps to perform a System
Recovery.
1. Turn off the computer.
2. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
3. Turn on the computer.
4. When Windows has loaded, click the Start button, click All Programs, click Security and
Protection, click Recovery Manager, and then click Recovery Manager. If prompted,
click Yes to allow the program to continue.
5. Under I need help immediately, click System Recovery.
166 Chapter 9 Backup and Recovery
6. Select Yes, and then click Next. Your computer restarts.
NOTE: If your system does not detect a recovery partition, it prompts you to insert recovery
media that you have created. Insert the first disc or the USB flash drive, select Yes, and then click
Next to restart the computer. If you are using discs, insert the next disc when prompted.
7. When the computer restarts, you will see the Recovery Manager welcome screen again. Under I
need help immediately, click System Recovery. If you are prompted to back up your files,
and you have not done so, select Back up your files first (recommended), and then click
Next. Otherwise, select Recover without backing up your files, and then click Next.
8. System Recovery begins. After System Recovery is complete, click Finish to restart the computer.
9. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then
turn the computer back on.
System Recovery when Windows is not responding
CAUTION: System Recovery deletes all data and programs you created or installed.
If Windows is not responding, but the computer is working, follow these steps to perform a System
Recovery.
1. Turn off the computer. If necessary, press and hold the power button until the computer turns off.
2. Disconnect all peripheral devices from the computer, except the monitor, keyboard, and mouse.
3. Press the power button to turn on the computer.
4. As soon as you see the HP logo screen, repeatedly press the F11 key on your keyboard until the
Windows is Loading Files… message appears on the screen.
5. Under I need help immediately, click System Recovery.
6. If you are prompted to back up your files, and you have not done so, select Back up your files
first (recommended), and then click Next. Otherwise, select Recover without backing
up your files, and then click Next.
7. System Recovery begins. After System Recovery is complete, click Finish to restart the computer.
8. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then
turn the computer back on.
System recovery using recovery media
You should create a set of recovery media, either a set of DVDs or a USB flash drive, from the recovery
image stored on your hard disk drive. This image contains the operating system and software program
files that were originally installed on your computer at the factory. You can create only one set of
recovery media for your computer, and the media can be used only with this computer. Store the
recovery media in a safe place.
Restoring and recovering in Windows 7 167
NOTE: Some features might not be available on systems that are shipped without a Windows
operating system.
●To create recovery discs, your computer must have a DVD writer, and you must use only high-
quality blank DVD+R or DVD-R discs.
NOTE: You cannot use DVD+RW, DVD-RW, DVD+RW DL, DVD-RW DL, DVD+R DL, or DVD-R
DL discs to create recovery discs.
●You have the option of creating a recovery USB flash drive instead, using a high-quality USB
drive.
●If you are creating recovery discs, be sure to use high-quality discs. It is normal for the system to
reject defective discs. You will be prompted to insert a new blank disc to try again.
●The number of discs in the recovery-disc set depends on your computer model (typically 3 to 6
DVDs). The Recovery Media Creation program tells you the specific number of blank discs needed
to make the set. If you are using a USB flash drive, the program will tell you the size of the drive
required to store all the data (minimum of 8 GB).
NOTE: The process of creating recovery media is lengthy. You can quit the process at any time.
The next time you initiate the process, it resumes where it left off.
Creating recovery media
To create recovery discs:
1. Close all open programs.
2. Click the Start button, click All Programs, click Security and Protection, and then click HP
Recovery Media Creation. If prompted, click Yes to allow the program to continue.
3. Click Create recovery media using blank DVD(s), and then click Next.
4. Follow the on-screen instructions. Label each disc as you make it (for example, Recovery 1,
Recovery 2), and then store the discs in a secure place.
To create a recovery USB flash drive:
NOTE: You must use a flash drive with a capacity of at least 8 GB.
1. Close all open programs.
2. Insert the USB flash drive into a USB port on the computer.
3. Click the Start button, click All Programs, click Security and Protection, and then click
Recovery Media Creation.
4. Click Create recovery media with a USB flash drive, and then click Next.
5. Select the USB flash drive from the list of media. The program will let you know how much storage
is required to create the recovery drive. If the USB flash drive does not have enough storage
168 Chapter 9 Backup and Recovery
capacity, it will appear grayed out, and you must replace it with a larger USB flash drive. Click
Next.
NOTE: Recovery Media Creation formats the flash drive, deleting any files on it.
6. Follow the on-screen instructions. When the process is complete, label the USB flash drive and
store it in a secure place.
NOTE: Do not use media cards for creating recovery media. The system may not be able to boot up
from a media card and you may not be able to run system recovery.
Restoring and recovering in Windows 7 169
Using recovery media
CAUTION: System Recovery deletes all data and programs you have created or installed. Back up
any important data to a CD or DVD or to a USB flash drive.
To create recovery media, see System recovery using recovery media on page 167.
To perform a System Recovery using recovery media:
1. If using a set of DVDs, insert the first recovery disc into the DVD drive tray, and close the tray. If
you are using a recovery USB flash drive, insert it into a USB port.
2. If the computer is not responding, press and hold the power button for approximately 5 seconds or
until the computer turns off.
or
Click the Start button, and then click Shut Down.
3. Disconnect all peripheral devices from the computer except the monitor, keyboard, and mouse.
4. Press the power button to turn on the computer.
5. Press Esc as the computer is powering on to see the startup menu. Use the arrow keys to select the
boot menu and press Enter. Use the arrow keys to select the location where the recovery media is
inserted (USB or DVD). Press Enter to boot from that device.
6. If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive, select
Media. On the Welcome screen, under I need help immediately, click Factory Reset.
7. If you are prompted to back up your files, and you have not done so, select Back up your files
first (recommended), and then click Next. Otherwise, select Recover without backing
up your files, and then click Next.
8. If you are prompted to insert the next recovery disc, do so.
9. When Recovery Manager is finished, remove the recovery disc or the recovery USB flash drive
from the system.
10. Click Finish to restart the computer.
170 Chapter 9 Backup and Recovery
Backup and recovery in Windows 8
To protect your information, use Windows Backup and Restore to back up individual files and folders,
back up your entire hard drive, create system repair media, or create system restore points. In case of
system failure, you can use the backup files to restore the contents of your computer.
From the Start screen, type restore, click Settings, and then select from the list of displayed options.
NOTE: For detailed instructions on various backup and restore options, perform a search for these
topics in Help and Support. From the Start screen, type h, and then select Help and Support.
In case of system instability, HP recommends that you print the recovery procedures and save them for
later use.
NOTE: Windows includes the User Account Control feature to improve the security of your computer.
You may be prompted for your permission or password for tasks such as installing software, running
utilities, or changing Windows settings. Refer to Help and Support for more information. From the Start
screen, type h, and then select Help and Support.
Backing up your information
Recovery after a system failure is as good as your most recent backup. You should create system repair
media and your initial backup immediately after initial system setup. As you add new software and
data files, you should continue to back up your system on a regular basis to maintain a reasonably
current backup. The system repair media is used to start up (boot) the computer and repair the
operating system in case of system instability or failure. Your initial and subsequent backups allow you
to restore your data and settings if a failure occurs.
Type backup on the Start screen, click Settings, and then select Save backup copies of your
files with File History.
You can back up your information to an optional external hard drive, or a network drive.
Note the following when backing up:
●Store personal files in the Documents library, and back it up regularly.
●Back up templates that are stored in their associated programs.
●Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot
of your settings. The screen shot can be a time-saver if you have to reset your preferences.
To create a backup using Backup and Restore:
NOTE: Be sure that the computer is connected to AC power before you start the backup process.
Backup and recovery in Windows 8 171
NOTE: The backup process may take over an hour, depending on file size and the speed of the
computer.
1. From the Start screen, type backup, click Settings, and then select from the list of displayed
options.
2. Follow the on-screen instructions to set up your backup, create a system image, or create system
repair media.
Performing a system recovery
In case of system failure or instability, the computer provides the following tools to recover your files:
●Windows recovery tools: You can use Windows Backup and Restore to recover information you
have previously backed up. You can also use Windows Automatic Repair to fix problems that
might prevent Windows from starting correctly.
●f11 recovery tools: You can use the f11 recovery tools to recover your original hard drive image.
The image includes the Windows operating system and software programs installed at the factory.
NOTE: If you are unable to boot (start up) your computer and you cannot use the system repair
media you previously created, you must purchase Windows 8 operating system media to reboot the
computer and repair the operating system. For additional information, see Using Windows 8 operating
system media (purchased separately) on page 173.
Using the Windows recovery tools
To recover information you previously backed up:
▲From the Start screen, type h, and then select Help and Support.
To recover your information using Automatic Repair, follow these steps:
CAUTION: Some Automatic Repair options will completely erase and reformat the hard drive. For
additional information go to Help and Support. From the Start screen, type h, and then select Help
and Support.
1. If possible, back up all personal files.
2. If possible, check for the presence of the HP Recovery partition and the Windows partition:
From the Start screen, type e, and then click Windows Explorer.
– or –
From the Start screen, type c, and then select Computer.
NOTE: If the Windows partition and the HP Recovery partition are not listed, you must recover
your operating system and programs using the Windows 8 operating system media and the Driver
Recovery media (both purchased separately). For additional information, see Using Windows 8
operating system media (purchased separately) on page 173.
172 Chapter 9 Backup and Recovery
3. If the Windows partition and the HP Recovery partition are listed, restart the computer after
Windows has loaded, and then press and hold Shift while clicking Restart.
NOTE: If the computer fails to boot to Windows after several attempts, the system will boot to
the Windows Recovery Environment by default.
4. Select Troubleshoot, select Advanced Options, and then select Automatic Repair.
5. Follow the on-screen instructions.
NOTE: For additional information on recovering information using the Windows tools, perform a
search for these topics in Help and Support. From the Start screen, type h, and then select Help and
Support.
Using f11 recovery tools
CAUTION: Using f11 completely erases hard drive contents and reformats the hard drive. All files
that you have created and any software that you have installed on the computer are permanently
removed. The f11 recovery tool reinstalls the operating system and HP programs and drivers that were
installed at the factory. Software not installed at the factory must be reinstalled.
To recover the original hard drive image using f11:
1. If possible, back up all personal files.
2. If possible, check for the presence of the HP Recovery partition: From the Start screen, type C, and
then select Computer.
NOTE: If the HP Recovery partition is not listed, you must recover your operating system and
programs using the Windows 8 operating system media, and the Driver Recovery media (both
purchased separately). For additional information, see Using Windows 8 operating system media
(purchased separately) on page 173.
3. If the HP Recovery partition is listed, restart the computer, and then press esc while the company
logo is displayed. The computer Startup Menu displays.
4. Press f11 to select the System Recovery option.
5. Follow the on-screen instructions.
Using Windows 8 operating system media (purchased separately)
To order Windows 8 operating system media, go to http://www.hp.com/support, select your country
or region, and follow the on-screen instructions. You can also order the media by calling support.
CAUTION: Using Windows 8 operating system media completely erases hard drive contents and
reformats the hard drive. All files that you have created and any software that you have installed on the
computer are permanently removed. When reformatting is complete, the recovery process helps you
restore the operating system, as well as drivers, software, and utilities.
To initiate recovery using Windows 8 operating system media:
Backup and recovery in Windows 8 173
NOTE: This process takes several minutes.
1. If possible, back up all personal files.
2. Restart the computer, and then follow the instructions provided with the Windows 8 operating
system media to install the operating system.
3. When prompted, press any keyboard key.
4. Follow the on-screen instructions.
After the repair is completed:
1. Remove the Windows 8 operating system media, and then insert the Driver Recovery media.
2. Install the Hardware Enabling Drivers first, and then install Recommended Applications.
174 Chapter 9 Backup and Recovery
10 POST Error Messages
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.
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish
the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.
175
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.
Table 10-1 Numeric Codes and Text Messages
Control panel message Description Recommended action
101-Option ROM Checksum Error System ROM checksum. 1. Verify the correct ROM.
2. Flash the ROM if needed.
3. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
4. Replace the system board.
103-System Board Failure DMA or timers. 1. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
2. Replace the system board.
162-System Options Not Set Configuration incorrect.
RTC (real-time clock) battery may need to
be replaced.
Run Computer Setup and check the
configuration in Advanced > Onboard
Devices.
Reset the date and time under Control
Panel. 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.
163-Time & Date Not Set Invalid time or date in configuration memory.
RTC (real-time clock) battery may need to
be replaced.
Reset the date and time under Control
Panel (Computer Setup can also be used). 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.
163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS
jumper if applicable.
164-MemorySize Error Memory amount has changed since the last
boot (memory added or removed).
Press the F1 key to save the memory
changes.
176 Chapter 10 POST Error Messages
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
164-MemorySize Error Memory configuration incorrect. 1. Run Computer Setup or Windows
utilities.
2. Make sure the memory module(s) are
installed properly.
3. If third-party memory has been added,
test using HP-only memory.
4. Verify proper memory module type.
201-Memory Error RAM failure. 1. Ensure memory modules are correctly
installed.
2. Verify proper memory module type.
3. Remove and replace the identified
faulty memory module(s).
4. If the error persists after replacing
memory modules, replace the system
board.
213-Incompatible Memory Module in
Memory Socket(s) X, X, ...
A memory module in memory socket
identified 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 DIMM with a module
conforming to the SPD standard.
214-DIMM Configuration Warning Populated DIMM Configuration is not
optimized.
Rearrange the DIMMs so that each channel
has the same amount of memory.
219-ECC Memory Module Detected ECC
Modules not supported on this 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.
301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer
turned off.
2. Check connector for bent or missing
pins.
3. Ensure that none of the keys are
depressed.
4. Replace keyboard.
303-Keyboard Controller Error I/O board keyboard controller. 1. Reconnect keyboard with computer
turned off.
2. Replace the system board.
POST Numeric Codes and Text Messages 177
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
304-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer
turned off.
2. Ensure that none of the keys are
depressed.
3. Replace the keyboard.
4. Replace the system board.
501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable).
2. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
3. Verify monitor is attached and turned
on.
4. Replace the graphics card (if possible).
510-Flash Screen Image Corrupted Flash Screen image has errors. Reflash the system ROM with the latest BIOS
image.
511-CPU, CPUA, or CPUB Fan not Detected CPU fan is not connected or may have
malfunctioned.
1. Reseat CPU fan.
2. Reseat fan cable.
3. Replace CPU fan.
512-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.
513-Front Chassis fan not detected Front chassis fan is not connected or may
have malfunctioned.
1. Reseat front chassis fan.
2. Reseat fan cable.
3. Replace front chassis fan.
514-CPU or Chassis Fan not Detected CPU or chassis fan is not connected or may
have malfunctioned.
1. Reseat CPU or chassis fan.
2. Reseat fan cable.
3. Replace CPU or chassis fan.
515-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.
660-Display cache is detected unreliable Integrated graphics controller display cache
is not working properly and will be disabled.
Replace system board if minimal graphics
degrading is an issue.
912-Computer Cover Has Been Removed
Since Last System Startup
Computer cover was removed since last
system startup.
No action required.
178 Chapter 10 POST Error Messages
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
917-Front Audio Not Connected Front audio connector has been detached or
unseated from motherboard.
Reconnect or replace front audio cable.
918-Front USB Not Connected Front USB harness has been detached or
unseated from motherboard.
Reconnect or replace front USB harness.
1151-Serial Port A Address Conflict Detected Both external and internal serial ports are
assigned to COM1.
1. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
2. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
1152-Serial Port B Address Conflict Detected Both external and internal serial ports are
assigned to COM2.
1. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
2. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
1155-Serial Port Address Conflict Detected Both external and internal serial ports are
assigned to same IRQ.
1. Clear CMOS. (See Appendix B,
Password Security and Resetting CMOS
on page 187.)
2. Reconfigure card resources and/or run
Computer Setup or Windows utilities.
1720-SMART Hard Drive Detects Imminent
Failure
Hard drive is about to fail. (Some hard
drives have a hard drive firmware patch that
will fix an erroneous error message.)
1. Determine if hard drive is giving correct
error message. Enter Computer Setup
and run the Drive Protection System test
under Storage > DPS Self-test.
2. Apply hard drive firmware patch
if applicable. (Available at
http://www.hp.com/support.)
3. Back up contents and replace hard
drive.
1796-SATA Cabling Error One or more SATA devices are improperly
attached. For optimal performance, the
SATA 0 and SATA 1 connectors must be
used before SATA 2.
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.
1797-SATA Drivelock is not supported in
RAID mode.
Drivelock is enabled on one or more SATA
hard drives, and they cannot be accessed
while the system is configured for RAID
mode.
Either remove the Drivelocked SATA device
or disable the Drivelock feature. To disable
the Drivelock feature, enter Computer Setup,
change Storage > Storage Options >
SATA Emulation to IDE, and select File >
Save Changes and Exit. Reenter
Computer Setup and select Security >
Drivelock Security. For each listed
Drivelock-capable SATA device, ensure
Drivelock is Disabled. Lastly, change
Storage > Storage Options > SATA
Emulation back to RAID and select File >
Save Changes and Exit.
POST Numeric Codes and Text Messages 179
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
1801-Microcode Patch Error Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version.
2. Change the processor.
2200-PMM Allocation Error during MEBx
Download
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was
recently changed, unplug the computer,
restore the original memory
configuration, and reboot the computer.
4. If the error persists, replace the system
board.
2201-MEBx Module did not checksum
correctly
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was
recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.
4. If the error persists, replace the system
board.
2202-PMM Deallocation Error during MEBx
cleanup
Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was
recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.
4. If the error persists, replace the system
board.
2203-Setup error during MEBx execution MEBx selection or exit resulted in a setup
failure.
1. Reboot the computer.
2. Unplug the power cord, re-seat the
memory modules, and reboot the
computer.
3. If the memory configuration was
recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.
4. If the error persists, replace the system
board.
180 Chapter 10 POST Error Messages
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
2204-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.
2205-Interface error during MEBx execution MEBx operation experienced a hardware
error during communication with 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.
2211-Memory not configured correctly for
proper MEBx execution.
DIMM1 or XMM1 is not installed. Make sure there is a memory module in the
black DIMM1 socket and that it is properly
seated.
2212-USB Key Provisioning failure writing to
device
USB device used for USB key provisioning
will not allow BIOS to update provision file
properly.
1. Try a different USB key device for
provisioning.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2217-ME Firmware Version request failure ME firmware is not properly responding to
BIOS query for version information.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2218-ME Firmware Version should be
updated
ME firmware must be updated to match
current functionality contained in the system
BIOS.
1. Update to the latest ME firmware
version.
2. If the error persists and system BIOS
has been recently updated, restore
previous system BIOS version.
3. If the error still persists, replace the
system board.
2219-USB Key Provisioning file has invalid
header identifier
Provisioning file contained on the USB key
has been corrupted or is not a valid version
for the current ME firmware.
1. Recreate the provisioning file using third
party management console software.
2. If the error persists and system BIOS
has been recently updated, restore
previous system BIOS version.
Otherwise, update the ME firmware
version.
3. If the error still persists, replace the
system board.
POST Numeric Codes and Text Messages 181
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
2220-USB Key Provisioning file has
mismatch version
Provisioning file contained on the USB key is
not a valid version for the current ME
firmware.
1. Reboot the computer.
2. If the error persists and system BIOS
has been recently updated, restore
previous system BIOS version.
Otherwise, update the ME firmware
version.
3. If the error still persists, replace the
system board.
2230-General error during MEBx execution Error occurred during MEBx execution which
fails into the “General” grouping. Status
information displayed along with the error
provides further clarity into the failure. MEBx
handles transference of information between
the system BIOS and ME firmware.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2231-ME error during MEBx execution Error occurred during MEBx execution which
fails into “ME” grouping.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2232-AMT error during MEBx execution Error occurred during MEBx execution which
fails into “AMT” grouping.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2233-HECI error during MEBx execution Error occurred during MEBx execution which
fails into “MEI or HECI” grouping.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2239-ME image lock failure Special system configurations with reduced
ME firmware image require BIOS control of
ME firmware upgrading. A failure has
occurred after the ME firmware update
process in which the BIOS could not relock
the ME firmware region.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
2240-ME image unlock failure Special system configurations with reduced
ME firmware image require BIOS control of
ME firmware upgrading. A failure has
occurred prior to the ME firmware update
process in which the BIOS could not unlock
the ME firmware region.
1. Reboot the computer.
2. If the error persists, update to the latest
BIOS version and ME firmware version.
3. If the error still persists, replace the
system board.
182 Chapter 10 POST Error Messages
Table 10-1 Numeric Codes and Text Messages (continued)
Control panel message Description Recommended action
Invalid Electronic Serial Number Electronic serial number is missing. Enter the correct serial number in Computer
Setup.
Network Server Mode Active and No
Keyboard Attached
Keyboard failure while Network Server
Mode enabled.
1. Reconnect keyboard with computer
turned off.
2. Check connector for bent or missing
pins.
3. Ensure that none of the keys are
depressed.
4. Replace keyboard.
Parity Check 2 Parity RAM failure. Run Computer Setup and Diagnostic utilities.
POST Numeric Codes and Text Messages 183
Interpreting POST diagnostic front panel LEDs
This section covers the front panel LED codes as well as the audible codes that may occur before or
during POST that do not necessarily have an error code or text message associated with them.
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.
NOTE: If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs on the front panel of the
computer and refer to the following table to determine the front panel LED codes.
Recommended actions in the following table are listed in the order in which they should be performed.
Not all diagnostic lights and audible codes are available on all models.
Table 10-2 Diagnostic front panel LEDs and audible codes
Activity Beeps Possible Cause Recommended Action
Green Power LED On. None Computer on. None
Green Power LED flashes every
two seconds.
None Computer in Suspend to
RAM mode (some models
only) or normal Suspend
mode.
None required. Press any key or move the mouse
to wake the computer.
Red Power LED flashes two
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
2 Processor thermal
protection activated:
A fan may be blocked or
not turning.
OR
The heat sink/fan
assembly 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 hood, press power button, and see if
the processor fan spins. If the processor fan
is not spinning, make sure the fan's cable is
plugged onto the system board header.
3. If fan is plugged in, but is not spinning, then
replace heat sink/fan assembly.
4. Contact an authorized reseller or service
provider.
Red Power LED flashes three
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
3 Processor not installed (not
an indicator of bad
processor).
1. Check to see that the processor is present.
2. Reseat the processor.
184 Chapter 10 POST Error Messages
Table 10-2 Diagnostic front panel LEDs and audible codes (continued)
Activity Beeps Possible Cause Recommended Action
Red Power LED flashes four
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
4 Power failure (power
supply is overloaded).
1. Open the hood and ensure the 4 or 6-wire
power supply cable is seated into the
connector on the system board.
2. Check if a device is causing the problem by
removing ALL attached devices. Power on
the system. If the system enters the POST,
then power off and replace one device at a
time and repeat this procedure until failure
occurs. Replace the device that is causing
the failure. Continue adding devices one at
a time to ensure all devices are functioning
properly.
3. Replace the power supply.
4. Replace the system board.
Red Power LED flashes five
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
5 Pre-video memory error. 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.
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.
Red Power LED flashes six
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
6 Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the
system board.
Red Power LED flashes seven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
7 System board failure
(ROM detected failure
prior to video).
Replace the system board.
Red Power LED flashes eight
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
8 Invalid ROM based on
bad checksum.
1. Reflash the system ROM with the latest BIOS
image. See the “Boot Block Emergency
Recovery Mode” section of the Desktop
Management Guide for more information.
2. Replace the system board.
Interpreting POST diagnostic front panel LEDs 185
Table 10-2 Diagnostic front panel LEDs and audible codes (continued)
Activity Beeps Possible Cause Recommended Action
Red Power LED flashes nine
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
9 System powers on but is
unable to boot.
1. Unplug the AC power cord from the
computer, wait 30 seconds, then plug the
power cord back in to the computer.
2. Replace the system board.
3. Replace the processor.
Red Power LED flashes eleven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
11 The current processor does
not support a feature
previously enabled on this
system.
1. Install a TXT capable processor.
2. Disable TXT in the Computer Setup (F10)
utility.
3. Reinstall the original processor.
Red Power LED flashes eleven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue until
problem is solved.
12 MXM thermal shutdown. 1. Clean the MXM graphics card heat sink.
2. Replace the MXM graphics card heat sink.
3. Replace the MXM graphic card.
System does not power on and
LEDs are not flashing.
None System unable to power
on.
Press and hold the power button for less than 4
seconds. If the hard drive LED turns green, the
power button is working correctly. Try the
following:
1. 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
green then:
1. Check that the unit is plugged into a
working AC outlet.
2. Open rear cover and check that the power
button cable is properly connected to the
system board.
3. 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 board and
cable. If the problem persists, replace the
system board.
4. Replace the AC adapter.
186 Chapter 10 POST Error Messages
11 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: setup password and power-on password. When you establish only a setup 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 setup password will
give you access to Computer Setup.
When both passwords are set, the setup 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 the password for the computer, you can clear that password so you can gain access to the
information on the computer by resetting the password jumper.
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 12 for information.
CAUTION: If you enable the stringent security feature in Computer Setup and you forget the setup
password or the power-on password, the computer is inaccessible and can no longer be used.
Enabling the stringent password disables the ability to reset the password by moving the jumper on the
system board.
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 configured setup password
or power-on password in a safe place away from your computer. Without these passwords, the
computer cannot be unlocked.
187
Establishing a Setup or Power-on password
To establish the power-on or setup password features, complete the following steps:
1. Turn on or restart the computer.
2. As soon as the computer turns on, press the Esc key while “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
3. Press the F10 key to enter Computer Setup.
4. To establish Setup password, select Security > Setup Password and follow the instructions.
– or –
To establish a Power-On password, select Security > Power-On Password and follow the
instructions on the screen
5. Before exiting, click File > Save Changes and Exit.
188 Chapter 11 Password Security and Resetting CMOS
Resetting the Setup and Power-on password
To disable the power-on or setup password features, or to clear the power-on or setup passwords,
complete the following steps:
1. Shut down the operating system properly, then turn off the computer and any external devices,
and disconnect the power cord from the power outlet.
2. With the power cord disconnected, press the power button again to drain the system of any
residual power.
WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be
sure to disconnect the power cord from the wall outlet, and allow the internal system components
to cool before touching.
CAUTION: When the computer is plugged in, the power supply always has voltage applied to
the system board even when the unit is turned off. Failure to disconnect the power cord can result
in damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment.
Before beginning these procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See the Regulatory, Safety and Environmental Notices guide
for more information.
3. Remove the access panel.
4. Locate the header and jumper labeled PSWD.
NOTE: The password jumper is blue so that it can be easily identified. For assistance locating
the password jumper and other system board components, see the Illustrated Parts & Service Map
(IPSM). The IPSM can be downloaded from http://www.hp.com/support.
5. Remove the jumper.
6. Replace the jumper.
7. Replace the access panel.
8. Reconnect the external equipment.
9. Plug in the computer and turn on power. Allow the operating system to start. This clears the current
passwords and disables the password features.
10. Establish the new passwords in Computer Setup. See Computer Setup (F10) Utility on page 12 for
information.
Resetting the Setup and Power-on password 189
Clearing and resetting the CMOS
The computer’s configuration memory (CMOS) stores information about the computer’s configuration.
The CMOS button resets CMOS but does not clear the power-on and setup passwords.
Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management
Engine BIOS Extension (MEBx), including the password. The password will default to “admin” and will
need to be reset. The AMT settings will also need to be reset. To access the MEBx, press Ctrl+P during
POST.
1. Turn off 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 off. Failure to disconnect the power cord can result
in damage to the system.
Static electricity can damage the electronic components of the computer or optional equipment.
Before beginning these procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See the Safety & Regulatory Information guide for more
information.
3. Remove the computer cover or 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 12 for
information on backing up the CMOS settings.
190 Chapter 11 Password Security and Resetting CMOS
4. Locate, press, and hold the CMOS button in for five seconds.
NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS
button will not clear CMOS if the power cord is connected.
Figure 11-1 CMOS button
NOTE: For assistance locating the CMOS button and other system board components, see the
Illustrated Parts & Service Map (IPSM).
5. Replace the computer cover or access panel.
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you
that configuration changes have occurred. Use Computer Setup to reset any special system setups
along with the date and time.
For instructions on Computer Setup, see Computer Setup (F10) Utility on page 12.
Clearing and resetting the CMOS 191
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 mm
2
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.
192 Appendix A Power Cord Set Requirements
Country-specific requirements
Additional requirements specific to a country are shown in parentheses and explained below.
Country Accrediting Agency Country Accrediting Agency
Australia (1)
Austria (1)
Belgium (1)
Canada (2)
EANSW
OVE
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 flexible cord must be Type HO5VV-F, 3-conductor, 0.75mm
2
conductor size. Power cord set fittings (appliance
coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country where it
will be used.
2. The flexible cord must be Type SVT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole
grounding type with a NEMA 5-15P (15A, 125V) or NEMA 6-15P (15A, 250V) configuration.
3. Appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the
Japanese Dentori Law. Flexible cord must be Type VCT or VCTF, 3-conductor, 0.75 mm
2
conductor size. Wall plug must
be a two-pole grounding type with a Japanese Industrial Standard C8303 (7A, 125V) configuration.
Country-specific requirements 193
B Specifications
8300 models
Table B-1 Specifications
Dimensions (with stand)
Height
Width
Depth
17.2 in
22.1 in
7.7 in
43.6 cm
56.2 cm
19.6 cm
Approximate Weight (with stand)
21.7 lb – 25.5 lbs 9.85 kg – 11.55 kg
Temperature Range
Operating
Nonoperating
50° to 95°F
-22° to 140°F
10° to 35°C
-30° to 60°C
Relative Humidity (non-
condensing)
Operating
Non-operating
10-90% at ambient
5-95% at ambient
10-90% at ambient
5-95% at ambient
Maximum Altitude (unpressurized)
Operating
Non-operating
0 - 10,000 ft
0 - 30,000 ft
0 - 3,048 m
9,144 m
Power Supply
Rated Voltage Range
Rated Line Frequency
100-240 V
50-60 Hz
Max Operating Power 230 W
194 Appendix B Specifications
6300 models
Table B-2 Specifications
Dimensions (with stand)
Height
Width
Depth
16.8 in
20.5 in
7.7 in
42.6 cm
52.2 cm
19.6 cm
Approximate Weight (with stand)
19.5 lb – 22.2 lbs 8.83 kg – 10.08 kg
Temperature Range
Operating
Nonoperating
50° to 95°F
-22° to 140°F
10° to 35°C
-30° to 60°C
Relative Humidity (non-
condensing)
Operating
Non-operating
10-90% at ambient
5-95% at ambient
10-90% at ambient
5-95% at ambient
Maximum Altitude (unpressurized)
Operating
Non-operating
0 - 10,000 ft
0 - 30,000 ft
0 - 3,048 m
9,144 m
Power Supply
Rated Voltage Range
Rated Line Frequency
100-240 V
50-60 Hz
Max Operating Power 180 W
6300 models 195
Index
A
access panel
removing 45
access panel, locked 126
antenna
removing 109
audible codes 184
audio problems 141
B
Backup and Restore 171
battery
disposal 39
battery replacement 63
booting options
Full Boot 175
C
cable management cover 41
cable pinouts
SATA data 30
card reader board
removing 100
cautions
AC power 32
cables 38
electrostatic discharge 33
keyboard cleaning 37
keyboard keys 37
CD-ROM or DVD problems 156
cleaning
computer 36
mouse 37
safety precautions 36
CMOS
backing up 187
clearing and resetting 190
components
front 3
rear 5
side 4
computer cleaning 36
converter board
removing 70
country power cord set
requirements 193
Customer Support 122, 164
D
display panel
removing 111
E
electrostatic discharge (ESD) 33
preventing damage 33
error
codes 175, 184
messages 176
F
f11 recovery 173
fan
removing 87
features
overview 1
flash drive problems 158
flashing LEDs 184
front bezel
removing 105
front components 3
front panel problems 160
G
general problems 125
graphics board
removing 84
grounding methods 34
H
hard disc drive, replacing 53
hard drive
proper handling 38
SATA characteristics 30
hard drive connector
removing 120
hard drive problems 131
hard drive recovery 173
hardware installation problems
147
heat sink
removing 75
height adjustment 7
helpful hints 123
hood sensor
removing 118
I
installing
2.5-inch drive, single 53
3.5-inch hard disc drive 53
access panel security screw 42
battery 63
optical disc drive 57
Internet access problems 160
K
keyboard
cleaning 36
synchronizing wireless 42
keyboard problems 145
L
LEDs
blinking power 184
blinking PS/2 keyboard 184
lower panel
removing 50
196 Index
M
Media Card Reader problems
134
memory module
removing 60
memory problems 153
metal plate
removing 51
monitor problems 136
mouse
cleaning 37
synchronizing wireless 42
mouse problems 145
mSATA SSD
removing 80
N
network problems 149
numeric error codes 176
O
opening the computer 40
operating guidelines 35
optical disc drive
replacing 57
optical drive connector
removing 120
optical drive problems 156
overheating, prevention 35
P
password
clearing 187
power-on 187
setup 187
POST error messages 175
power cord set requirements
country specific 193
power problems 129
power supply 194, 195
removing 90
power-on password 187
printer problems 143
problems
audio 141
CD-ROM or DVD 156
flash drive 158
front panel 160
general 125
hard drive 131
hardware installation 147
Internet access 160
keyboard 145
Media Card Reader 134
memory 153
monitor 136
mouse 145
network 149
power 129
printer 143
processor 155
software 162
processor problems 155
R
rear components 5
rear port cover
removing 41
recovery partition 173
removal and replacement
procedures
access panel 45
All-in One chassis 40
antenna 109
card reader board 100
converter board 70
display panel 111
fan 87
front bezel 105
graphics board 84
hard drive connector 120
heat sink 75
hood sensor 118
lower panel 50
memory 60
metal plate 51
mSATA SSD 80
optical drive connector 120
power button board 102
power supply 90
preparing to disassemble the
computer 40
serial port 65
side panels 88
speakers 86
stand 48
system board 93
thermal module 75
touch sensor board 73
webcam module 67
WLAN module 81
removing battery 63
resetting
CMOS 187
password jumper 187
restoring the hard drive 173
rotation 7
S
safety and comfort 122
safety precautions
cleaning 36
SATA
connectors on system board
30
data cable pinouts 30
hard drive characteristics 30
screws, correct size 38
security
access panel security screw
location 42
serial port
removing 65
service considerations 37
setup password 187
side components 4
side panels
removing 88
software
problems 162
servicing computer 38
spare part number
tamper-resistent wrench 38
Torx T-15 screwdriver 38
speakers
removing 86
specifications
computer 194
stand
removing 48
static electricity 33
swivel adjustment 6
synchronizing wireless keyboard
and mouse 42
system board
removing 93
SATA connectors 30
T
tamper-proof screws
tool 38
Index 197
temperature control 35
thermal module
removing 75
tilt adjustment 6
tools, servicing 38
Torx T15 screwdriver 38
touch sensor board
removing 73
V
ventilation, proper 35
W
Wake-on-LAN feature 149
webcam module
removing 67
Windows 8 operating system
DVD 173
WLAN module
removing 81
198 Index

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