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HP ENVY PRO Maintenance & Service Manual
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HP ENVY PRO Maintenance & Service Manual

Curved all-in-one desktop pc
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HP ENVY PRO Curved All-in-One Desktop PC
Maintenance & Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.

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Summary of Contents for HP ENVY PRO

  • Page 1 HP ENVY PRO Curved All-in-One Desktop PC Maintenance & Service Guide IMPORTANT! This document is intended for HP authorized service providers only.
  • Page 2 Intel is a trademark of Intel Corporation in the bound by the terms of the HP End User License Not all features are available in all editions of U.S. and other countries. Microsoft and Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Standard configuration ............................1 Front components ..............................2 Bottom components .............................. 3 Rear components ..............................4 Labels ..................................5 2 Illustrated parts catalog ..........................6 System parts ................................6 Misc parts ................................7 Mass storage devices .............................
  • Page 6 Computer Setup—Storage ........................ 55 Computer Setup—Security ....................... 56 Computer Setup—Power ........................58 Computer Setup—Advanced ......................58 Recovering the Configuration Settings ....................... 59 6 Using HP PC Hardware Diagnostics (UEFI) ....................... 60 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............60...
  • Page 7 Recovering using HP Recovery Manager ................ 86 What you need to know before you get started .......... 86 Using the HP Recovery partition (select products only) ......87 Using HP Recovery media to recover ............87 Changing the computer boot order .............. 87 Removing the HP Recovery partition (select products only) .......
  • Page 8 Appendix A Power cord set requirements ......................99 General requirements ............................99 Japanese power cord requirements ........................99 Country-specific requirements .......................... 100 Appendix B Statement of Volatility ........................ 101 Appendix C Specifications ..........................102 Index ................................103 viii...

  • Page 9: Product Features

    Product features Standard configuration NOTE: For the latest specifications or additional specifications on this product, go to http://www.hp.com/go/ quickspecs/ and search for your specific model to find the model-specific QuickSpecs. Standard configuration...

  • Page 10: Front Components

    Front components Component Component Internal microphones (2) IR projector IR camera Speakers Webcam light Power light Webcam Chapter 1 Product features...

  • Page 11: Bottom Components

    Bottom components Component Component Audio-in (microphone)/audio-out (headphone) combo jack Volume/down button Memory card reader Input switch/up button USB 3.0 charging (powered) port Menu/OK button USB 3.0 port Power button Bottom components...

  • Page 12: Rear Components

    Rear components Component Component Power connector USB 2.0 ports (2) HDMI-out port HDMI-in port USB 3.0 ports (2) Security cable slot RJ-45 (network) jack Chapter 1 Product features...

  • Page 13: Labels

    The labels affixed to the computer provide information you may need when you troubleshoot system problems. ● HP platforms preinstalled with Windows 10 do not have the physical label, but have a Digital Product Key electronically installed. NOTE: This Digital Product Key is automatically recognized and activated by Microsoft Operating Systems on a reinstall of the Windows 10 operating system with HP-approved recovery methods.

  • Page 14: Illustrated Parts Catalog

    Component appearance may vary. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. System parts Item...

  • Page 15: Misc Parts

    Item Description Adhesive, for use with the front bezel; not illustrated Rear cover I/O cover System board Power supply, 180 W, external; not illustrated not illustrated Misc parts Item Description Speaker, woofer Speaker, tweeter Heat sink Stand/feet Right Left OSD button board Audio board Webcam module Misc parts...

  • Page 16: Mass Storage Devices

    Item Description Microphone modules (10) Depth sensor WLAN module, Intel 802.11ac (2x2) WLAN and Bluetooth 4.0 Card Wireless antennas Main Auxiliary Keyboard Power cord not illustrated Mass storage devices Description External optical drive, DVD±RW drive Hard drive 2 TB, 5400 rpm, 2.5 inch 1 TB, 7200 rpm, 2.5 inch Solid-state drive (not illustrated) 256-GB solid-state drive, 2280SS, PCIe...

  • Page 17: Cables

    Cables Description Backlight cable LCM 40-pin (EDP SGN) LCM 10-pin (EDP PWR) Transfer cable (F/B side) Transfer cable (M/B side) Hard drive cable Audio cable OSD cable Cables...

  • Page 18: Routine Care, Sata Drive Guidelines, And Disassembly Preparation

    Routine care, SATA drive guidelines, and disassembly preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board.

  • Page 19: Preventing Electrostatic Damage To Equipment

    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. ●...

  • Page 20: Recommended Materials And Equipment

    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 ●...

  • Page 21: Routine Care

    ● 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 Never use solvents or flammable solutions to clean the computer. Never immerse any parts in water or cleaning solutions;...

  • Page 22: Cleaning The Display

    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.

  • Page 23: Cables And Connectors

    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...

  • Page 24: Sata Hard Drive Cables

    SATA hard drive cables SATA data cable Always use an HP approved SATA 6.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 6.0 Gb/s hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend it tighter than a 30 mm (1.18 in) radius.

  • Page 25: Removal And Replacement Procedures

    Disconnect all other attached cables from the back of the computer. 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.

  • Page 26: Rear Bottom Cover

    Rear bottom cover The bottom rear cover hides rear ports and the RTC battery. To remove the cover, remove the caps from atop both screws at the bottom of the computer under the feet, and then turn the screws to loosen the cover. Then pry the cover off the computer.
  • Page 27 Turn both screws counter-clockwise until you hear a click and the cover disengages from the chassis. Pry upward along the bottom of the cover until you remove it from the computer. NOTE: Only the right side of the cover is shown in the following image. To install the cover, align it and press it down to snap it in place.

  • Page 28: Rtc Battery

    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.
  • Page 29 To remove the RTC battery, press the tab on the inside of the battery socket, and the lift the battery out of the socket (1). To insert a new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up.

  • Page 30: Usb Wireless Receiver

    USB wireless receiver The computer ships with a wireless keyboard and mouse. The USB wireless receiver is located under the rear bottom cover near the RTC battery. To remove the USB wireless receiver: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).

  • Page 31: Bezel

    Bezel The bezel is secured with tape underneath. Work around all sides of the bezel, prying it up to remove it. The webcam is housed on the inside, top of the bezel and has two cables that route to a connector board at the top of the chassis.
  • Page 32 Lift the top of the bezel enough to access the cables connected to the board underneath, and then disconnect both cables from the board. To install the bezel, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 33: Webcam And Microphone Modules

    Webcam and microphone modules The webcam and microphone modules are located on the inside of the top of the bezel. There are three boards — one larger webcam board and two smaller microphone boards that sit underneath the webcam board. To remove the webcam and microphone modules: Prepare the computer for disassembly (see Preparing to disassemble the computer on page...

  • Page 34: Display Panel

    Display panel To remove the display panel: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the bezel (see Bezel on page 23). Remove the two Phillips screws (1) that secure the bracket below the display panel, and then lift the bracket out of the computer (2).
  • Page 35 Disconnect the three display cables from the system board. Lift the display panel off the computer. To replace the display panel, reverse the removal procedures. Display panel...

  • Page 36: Wlan Module

    The WLAN module is located near the top of the system board, under the display panel. The WLAN module is secured with one Phillips screw and has two connected antennas. NOTE: The procedure to replace the WLAN module must be performed by an HP technician. To remove the WLAN module: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 37 Remove the Phillips screw (2) that secures the module to the computer. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket. To install the WLAN module, reverse the removal procedures. When connecting the antennas cables, connect the white cable to the ‘Main’ connector on the module and the black cable to the ‘Aux’...

  • Page 38: Hard Drive

    Hard drive The hard drive is located under the display panel. The hard drive is housed in a bracket and has a removable connector/cable. One cable connects the drive to the system board. Description 2 TB, 5400 rpm, 2.5 inch 1 TB, 5400 rpm, 2.5 inch To remove the hard drive: Prepare the computer for disassembly (see...
  • Page 39 Lift the hard drive assembly out of the computer (3). Disconnect the hard drive connector cable from the hard drive (1), remove the four screws that secure the hard drive to the bracket (2), and slide the drive out of the bracket (3). To install a hard drive, reverse the removal procedures.

  • Page 40: Osd (On-Screen Display) Board

    OSD (On-Screen Display) board The OSD board is located near the bottom, right side of the computer. To remove the OSD board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the bezel (see Bezel on page 23).

  • Page 41: Audio Board

    Audio board The audio board is located near the bottom, left side of the computer. To remove the audio board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the bezel (see Bezel on page 23).

  • Page 42: Fan Assembly

    Fan assembly The fan assembly is located to the right of the system board. You can remove the fan without removing the heat sink. To remove the fan assembly: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).

  • Page 43: Speakers

    Speakers The speaker assemblies are located on both sides of the computer. Each speaker assembly consists of two separate components (four components in all), and is secured with seven screws (14 screws in both speakers). To remove the speakers: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 44 Disconnect the speaker cables from the system board. Remove seven Phillips screws that secure each speaker assembly to the computer. Chapter 4 Removal and Replacement Procedures...
  • Page 45 Lift the WLAN antenna tape from atop the speaker cables on both the left and right sides of the top of the computer, and then remove the speaker cables from the routing path at the top of the computer. NOTE: Be sure to carefully note the routing of the speaker cables along the top of the computer for reinstallation.

  • Page 46: Wireless Antennas

    Wireless antennas The wireless antennas route from the WLAN module via routing paths to transceivers at the top of the computer. The antenna cables route along a similar path as the speaker cables. The transceivers are secured to the computer with adhesive. To remove the antennas: Prepare the computer for disassembly (see Preparing to disassemble the computer on page...

  • Page 47: Webcam/Microphone Connector Board

    Webcam/microphone connector board The webcam/microphone connector board is located near the top of the computer. The board connects to the webcam and microphone modules that are secured to the inside, top of the bezel. To remove the webcam/microphone connector board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).
  • Page 48 Pull the tabs on each side of the board (1), and then lift the board out of the computer (2). To install the webcam/microphone connector board, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 49: Feet

    Feet Each foot is secured to the inside of the computer with four screws. To remove the feet: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the bezel (see Bezel on page 23). Remove the display panel (see Display panel on page 26).
  • Page 50 Rotate the top of each foot upward (right foot illustrated below). Pull the foot down through the hole in the rear of the computer to remove it. To install the feet, reverse the removal procedures. Chapter 4 Removal and Replacement Procedures...

  • Page 51: System Board

    System board To remove the system board: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17). Remove the bezel (see Bezel on page 23). Remove the display panel (see Display panel on page 26). Remove the WLAN module (see WLAN module on page 28).

  • Page 52: Updating Smbios Information

    Loosen the screw that secures the heat sink to the computer. Lift the system board up and out of the computer. To install the system board, reverse the removal procedures. Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the 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.

  • Page 53: System Id Setup Page

    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.
  • Page 54 Sys Bd Label Color Component Sys Bd Label Color Component Audio Black Audio board connector CHFAN Black Fan connector SPK Tweeter Black Speaker connector SATA0 White Hard drive connector SPK Woofer White Speaker connector eDP_PWR_Panel White Display panel connector eDP Panel Black Display panel connector BL_Panel...

  • Page 55: Memory

    SDRAMs are supported; SODIMMs constructed with x4 SDRAMS are not supported. HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid compatibility issues with unsupported third-party memory. The system will automatically operate in single channel mode, dual channel mode, or flex mode, depending on how the SODIMMs are installed.
  • Page 56 Remove the display panel (see Display panel on page 26). Remove the system board (see System board on page 43), and then turn it over. 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).

  • Page 57: Heat Sink

    Heat sink The heat sink is secured to the system board. You have to remove the system board and flip it over to remove the heat sink. To remove the heat sink: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).

  • Page 58: Processor

    After installing a new processor onto the system board, always update the system ROM to ensure that the latest version of the BIOS is being used on the computer. The latest system BIOS can be found on the Web at: http://www.hp.com. Chapter 4 Removal and Replacement Procedures...

  • Page 59: Solid-State Drive (M.2)

    Solid-state drive (M.2) Description 256-GB solid-state drive, 2280SS, PCIe 128-GB solid-state drive, 2280SS, PCIe Before removing the solid-state drive, follow these steps: To remove the solid-state drive: Prepare the computer for disassembly (see Preparing to disassemble the computer on page 17).

  • Page 60: Computer Setup (F10) Utility

    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.

  • Page 61: Using Computer Setup (F10) Utilities

    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: Turn on or restart the computer. Repeatedly press when the monitor light turns green to access the utility. You can also press to a menu that allows you to access different options available at startup, including the Computer Setup utility.

  • Page 62: Computer Setup-File

    Computer Setup—File NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-1 Computer Setup—File Option Description System Information Lists: ● Manufacturer Product name ● ● SKU number ● Serial number ● Born on Date ●...

  • Page 63: Computer Setup-Storage

    Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-2 Computer Setup—Storage Option Description Device Lists all installed BIOS-controlled storage devices. Configuration When a device is selected, detailed information and options are displayed. The following options may be presented: ●...

  • Page 64: Computer Setup-Security

    Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-3 Computer Setup—Security Option Description Setup Password Allows you to set and enable a setup (administrator) password. NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and make changes to certain plug and play settings under Windows.
  • Page 65 (PK) that verifies kernels during system start up, allowing you to use alternative operating systems. Selecting HP Keys causes the computer boot using the preloaded HP-specific boot keys. Default is HP Keys.

  • Page 66: Computer Setup-Power

    Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 5-4 Computer Setup—Power Option Description OS Power Management ● Runtime Power Management—Enable/Disable. Allows certain operating systems to reduce processor voltage and frequency when the current software load does not require the full capabilities of the processor.

  • Page 67: Recovering The Configuration Settings

    Table 5-5 Computer Setup—Advanced (for advanced users) (continued) Bus Options Allows you to enable or disable: ● PCI SERR# Generation. Default is enabled. ● PCI VGA Palette Snooping, which sets the VGA palette snooping bit in PCI configuration space; only needed when more than one graphics controller is installed.

  • Page 68: Using Hp Pc Hardware Diagnostics (Uefi)

    Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 69 Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. Select your computer, and then select your operating system. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want.

  • Page 70: Troubleshooting Without Diagnostics

    To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self- solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.

  • Page 71: Helpful Hints

    If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly: ● Be in front of your computer when you call. ● Write down the computer serial number, product ID number, and monitor serial number before calling. ●...

  • Page 72: Solving General Problems

    If you have installed an operating system other than the factory-installed operating system, check to be ● sure that it is supported on the system. If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded ● video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.
  • Page 73 In case of forgotten password, power loss, or computer malfunction, you must manually disable the Smart Cover lock . A key to unlock the Smart Cover Lock is not available from HP. Keys are typically available from a hardware store.
  • Page 74 Poor performance. Cause Solution Hard drive fragmented. Defragment hard drive. Program previously accessed did not release reserved memory Restart the computer. back to the system. Virus resident on the hard drive. Run virus protection program. Too many applications running. Close unnecessary applications to free up memory. Add more memory.
  • Page 75 System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.

  • Page 76: Solving Power Problems

    Solving power problems Common causes and solutions for power problems are listed in the following table. Power supply shuts down intermittently. Cause Solution If equipped with a voltage selector, voltage selector switch on Select the proper AC voltage using the selector switch. rear of computer chassis (some models) not switched to correct line voltage (115V or 230V).

  • Page 77: Solving Hard Drive Problems

    Solving hard drive problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Windows 10, type file in the taskbar search box, and then select File Explorer from the list of applications. In the left column, expand This PC, right-click on a drive, select Properties, and then select the Tools tab.
  • Page 78 Nonsystem disk/NTLDR missing message. Cause Solution the File Backup Program option, and then restore the system. 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 Advanced >...

  • Page 79: Solving Media Card Reader Problems

    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 Either format the media card in the digital camera or select FAT greater than 32MB with the FAT32 format.

  • Page 80: Solving Audio Problems

    After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the Wait a few seconds so that the operating system can recognize reader was just installed into the computer and you are turning the reader and the available ports, and then recognize the media the PC on for the first time.
  • Page 81 Sound does not come out of the speaker or headphones. Cause Solution Headphones or devices connected to the line-out connector mute Turn on and use headphones or external speakers, if connected, the internal speaker. or disconnect headphones or external speakers. Computer is in Sleep state.

  • Page 82: Solving Printer Problems

    There is no sound or sound volume is too low. Cause Solution The application is set to use a different audio device than Some graphics cards support audio over the DisplayPort speakers. connection (if applicable), so multiple audio devices may be listed in Device Manager.

  • Page 83: Solving Keyboard And Mouse Problems

    Printer prints garbled information. Cause Solution The cables may not be connected properly. Reconnect all cables. Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it back Printer will not print. Cause Solution The printer may be out of paper.

  • Page 84: Solving Hardware Installation Problems

    Mouse does not respond to movement or is too slow. Cause Solution Press the Ctrl keys at the same time (or press the Windows logo key) to display the Start menu. Use the arrow keys to scroll to and select the power icon at the top right on the menu, and then press Enter.
  • Page 85 Table 7-1 Solving Hardware Installation Problems A new device is not recognized as part of the system. Cause Solution Device is not seated or connected properly. Ensure that the device is properly and securely connected and that pins in the connector are not bent down. Cable(s) of new external device are loose or power cables are Ensure that all cables are properly and securely connected and unplugged.

  • Page 86: Solving Network Problems

    DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4 Replace third-party memory with HP memory. Replace the system board. 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.
  • Page 87 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.

  • Page 88: Solving Memory Problems

    Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a memory module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

  • Page 89: Solving Usb Flash Drive Problems

    Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table.

  • Page 90: Solving Internet Access Problems

    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 Advanced > Boot Options. Removable Media Boot is disabled in the Computer Setup utility. Run the Computer Setup utility and enable booting to removable media in Advanced >...

  • Page 91: Solving Software Problems

    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.

  • Page 92: System Backup And Recovery

    Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This ● step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. For...

  • Page 93: Using Windows Tools

    DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray) discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a high- quality blank USB flash drive.

  • Page 94: Recovering Using Hp Recovery Manager

    Creating HP Recovery media (select products only) on page ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer.

  • Page 95: Using The Hp Recovery Partition (Select Products Only)

    Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly.
  • Page 96 IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition, create HP Recovery media; see Creating HP Recovery media (select products only) on page NOTE: The Remove Recovery Partition option is only available on products that support this function.

  • Page 97: Post Error Messages And Diagnostic Front Panel Leds And Audible Codes

    POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.
  • Page 98 Control panel message Description Recommended action RTC (real-time clock) battery may need to problem persists, replace the RTC battery. See be replaced. the Removal and Replacement section for instructions on installing a new battery. 008–Microcode Patch Error Processor is not supported by the BIOS. Upgrade BIOS to proper version.
  • Page 99 Run the Drive Protection erroneous error message.) System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) POST numeric codes and text messages...
  • Page 100 System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 309 – 30C: Hard Disk 3–6: SMART Hard Drive Hard drive is about to fail. (Some hard drives...
  • Page 101 Control panel message Description Recommended action Reconfigure card resources and/or run Computer Setup or Windows utilities. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently ▲ option ROM too large to download during POST. added, remove it to see if the problem remains.

  • Page 102: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is Reseat fan. not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating.
  • Page 103 Thermal System board Patterns of blink/beep codes are determined by using the following parameters: ● 1 second pause occurs after the last major blink. ● 2 second pause occurs after the last minor blink. ● Beep error code sequences occur for the first 5 iterations of the pattern and then stop. ●...

  • Page 104: 10 Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner. This scenario may not be covered under warranty.
  • Page 105 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 106: Clearing And Resetting The Bios

    Clearing and resetting the BIOS The CMOS button resets BIOS settings to default, but does not clear the passwords or affect any of the other Security settings. On Intel systems with advanced manageability features, the CMOS button will also partially unprovision AMT.

  • Page 107: Appendix A Power Cord Set Requirements

    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.

  • Page 108: Country-Specific 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) EANSW Italy (1) Austria (1) Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) Sweden (1) SEMKO Denmark (1) DEMKO...

  • Page 109: Appendix B Statement Of Volatility

    Download the latest BIOS (system ROM) from the HP website. Follow the instructions to flash the BIOS that are found on the website. Turn on the system, and while system is powering on, and after the HP splash screen, press the to enter BIOS setup screen.

  • Page 110: Appendix C Specifications

    Specifications Dimensions 36.6 in (93.0 cm) Width 6.6 in (16.8 cm) Depth 18.4 in (46.7 cm) Height Approximate Weight 29.8 lb (13.52 kg) Temperature Range 41° to 95°F (5° to 35°C) Operating -4° to 140°F (-20° to 60°C) Nonoperating Relative Humidity (non-condensing) Operating 10-90% at ambient Non-operating...

  • Page 111: Index

    76 numeric error codes 89 components heat sink bottom 3 removing 49 front 2 helpful hints 63 opening the computer 17 rear 4 HP PC Hardware Diagnostics (UEFI) operating guidelines 12 computer cleaning 13 using 60 Index 103...
  • Page 112 OSD board heat sink 49 thermal module removing 32 memory 47 removing 49 overheating, prevention 12 OSD board 32 tools, servicing 14 preparing to disassemble the computer 17 password USB wireless receiver 22 processor 50 administrator 96 speakers 35 clearing 96 system board 43 ventilation, proper 12 power-on 96...

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