HP EliteDesk 705 G5 Maintenance And Service Manual
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HP EliteDesk 705 G5 Maintenance And Service Manual

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Maintenance and Service Guide
HP EliteDesk 705 G5 Small Form Factor Business PC

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Summary of Contents for HP EliteDesk 705 G5

  • Page 1 Maintenance and Service Guide HP EliteDesk 705 G5 Small Form Factor Business PC...
  • Page 2 Bluetooth is a trademark owned by its bound by the terms of the HP End User License Not all features are available in all editions or proprietor and used by HP Inc. under license.
  • 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 Computer features ............................1 Standard configuration features ........................... 1 Front panel components ............................2 Rear panel components ............................3 Serial number location ............................4 Changing from desktop to tower orientation ......................5 2 Illustrated parts catalog ..........................6 Computer major components ..........................
  • Page 6 Cable management ........................... 19 4 Removal and replacement procedures ......................20 Preparation for disassembly ..........................20 Front bezel dust filter ............................21 Access panel ................................. 23 Front bezel ................................24 Slim optical drive bezel blank ..........................25 Drive cage ................................26 System board connectors ............................
  • Page 7 Clearing and resetting the CMOS ........................108 9 Using HP PC Hardware Diagnostics ......................110 Using HP PC Hardware Diagnostics Windows (select products only) ............... 110 Downloading HP PC Hardware Diagnostics Windows ..............110 Downloading the latest HP PC Hardware Diagnostics Windows version ..... 111 Downloading HP Hardware Diagnostics Windows by product name or number (select products only) ....................
  • Page 8 Backing up information and creating recovery media ..................115 Using Windows tools ........................115 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 115 Restoring and recovery ............................. 116 Restoring, resetting, and refreshing using Windows tools ............116 Recovering using HP Recovery media .....................

  • Page 9: Computer Features

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

  • Page 10: Front Panel Components

    USB Type-C charging port Hard drive activity light USB SuperSpeed ports (3) Power button USB port with HP Sleep and Charge Slim optical drive (optional) NOTE: The combo jack supports headphones, line output devices, microphones, line input devices, or CTIA-style headsets.

  • Page 11: Rear Panel Components

    DisplayPort™ monitor connectors (2) NOTE: Your model might have additional optional ports available from HP. When a graphics card is installed in one of the system board slots, you can use the video connectors on the graphics card or the integrated graphics on the system board.

  • Page 12: Serial Number Location

    Serial number location Each computer has a unique serial number and a product ID number that are located on the exterior of the computer. Keep these numbers available when contacting customer service for assistance. Chapter 1 Computer features...

  • Page 13: Changing From Desktop To Tower Orientation

    Changing from desktop to tower orientation You can use the computer in a tower orientation with an optional tower stand that you can purchase from HP. NOTE: To stabilize the computer in a tower orientation, HP recommends the use of the optional tower stand.

  • Page 14: Illustrated Parts Catalog

    Illustrated parts catalog NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Computer major components Table 2-1...
  • Page 15 Table 2-1 Identifying computer major components (continued) Item Description Fan duct Power supply (180 W) System board (includes replacement thermal material) Heat sink (includes replacement thermal material) Processor AMD Ryzen™ 5 PRO 3400G AMD Ryzen 3 PRO 3200G AMD Athlon™ PRO 300 GE (10) Access panel (11)
  • Page 16 Table 2-1 Identifying computer major components (continued) Item Description 500 GB, 7200 rpm hard drive, FIPS, 7 mm Solid-state drives (2280, NVMe, M.2) 2 TB, PCIe, TLC 1 TB, TLC 512 GB, PCIe, TLC 512 GB, PCIe 512 GB, self-encrypting (SED), TLC 512 GB, SATA-3, TLC, self-encrypting (SED), Opal 2 512 GB, SATA-3, FIPS, TLC 512 GB, SATA-3, TLC...

  • Page 17: Cables And Adapters

    Table 2-1 Identifying computer major components (continued) Item Description 32 GB ● 16 GB ● 8 GB ● 4 GB ● WLAN modules Intel® Wi-Fi 6 AX200 + Bluetooth® 5 (802.11ax 2 × 2 non-vPro, supporting gigabit transfer speeds) Intel Dual Band Wireless-AC 8265 (802.11ac 2 × 2 Wi-Fi + Bluetooth 4.2) Intel 9260 (802.11ac 2 ×...

  • Page 18: Mouse And Keyboards

    Identifying mouse and keyboards Description Mouse USB, healthcare, wired USB, antimicrobial USB/PS2 washable USB, hardened USB, optical USB, laser HP USB premium USB/PS2 washable USB fingerprint Keyboards Washable, USB PS/2 PS/2, slim USB, slim Wireless, with mouse USB, slim, smart card...
  • Page 19 Table 2-4 Keyboard country codes For use in country Spare part For use in country Spare part For use in country Spare part or region number or region number or region number Belgium -18x Internationally -L3x Russia -25x BHCSY -B4x Israel -BBx Saudi Arabia...

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

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

  • Page 21: Preventing Electrostatic Damage To Equipment

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

  • Page 22: Grounding The Work Area

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

  • Page 23: Operating Guidelines

    Operating guidelines To prevent overheating and to help prolong the life of the computer: Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold. ● Operate the computer on a sturdy, level surface. Leave a 10.2 cm (4 inch) clearance on all vented sides of ●...

  • Page 24: Cleaning The Keyboard

    After cleaning, always wipe the unit with a clean, lint-free cloth. ● ● Occasionally clean the air vents on the computer. Lint and other foreign matter can block the vents and limit the airflow. Cleaning the keyboard Follow all safety precautions in General cleaning safety precautions on page 15 before cleaning the keyboard.

  • Page 25: Tools And Software Requirements

    If an incorrect screw is used during the reassembly process, it can damage the unit. HP strongly recommends that all screws removed during disassembly be kept with the part that was removed and then returned to their proper locations.

  • Page 26: Lithium Coin Cell Battery

    Do not dispose of batteries, battery packs, and accumulators with general household waste. In order to forward them to recycling or proper disposal, please use the public collection system or return them to HP, their authorized partners, or their agents.

  • Page 27: Cable Management

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

  • Page 28: Removal And Replacement Procedures

    Not all features listed in this guide are available on all computers. 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. Preparation for disassembly Routine care, SATA drive guidelines, and disassembly preparation on page 12 for initial safety procedures.

  • Page 29: Front Bezel Dust Filter

    NOTE: The optional front bezel dust filter is available from HP. Before removing the dust filter, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20).
  • Page 30 To replace the dust filter, press the filter firmly onto the front bezel at the tab locations shown in the following illustration. Chapter 4 Removal and replacement procedures...

  • Page 31: Access Panel

    Access panel Before removing the access panel, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). ▲ Remove the access panel: Slide the access panel release lever to the right (1) so that it locks into place. Slide the access panel back (2), and then lift it off the computer (3).

  • Page 32: Front Bezel

    Front bezel Before removing the front bezel, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23). Remove the front bezel: Lift up the four tabs on the top of the bezel (1), and then rotate the bezel off the chassis (2). ▲...

  • Page 33: Slim Optical Drive Bezel Blank

    NOTE: After removing the slim optical drive bezel blank and installing a slim optical drive, you can install an optional bezel trim piece (available from HP) that surrounds the front of the slim optical drive. Slim optical drive bezel blank...

  • Page 34: Drive Cage

    Drive cage You must remove the drive cage to access the components underneath. Before removing the drive cage, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23).

  • Page 35: System Board Connectors

    System board connectors Refer to the following illustration and table to identify the system board connectors for your model. Table 4-1 Identifying system board connectors Callout Label Component Callout Label Component PWRCPU 4-pin processor power (14) WIRELESS WLAN module Processor (15) SATA PWR0 Drives...

  • Page 36: Memory

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

  • Page 37: Removing And Installing Dimms

    In any mode, the maximum operational speed is determined by the slowest DIMM in the system. ● ● If the system is populated with two DIMMs it runs at the maximum speed of the DIMMs. However, if a single DIMM is added to this configuration, DIMM speed may be reduced to the minimum system memory speed configuration, even if the additional DIMM is specified to run at the higher speed.
  • Page 38 To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2). NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket.

  • Page 39: Expansion Card

    Expansion card For a list of available expansion cards, see Computer major components on page The computer has one PCI Express ×1 expansion socket and one PCI Express ×16 expansion socket. NOTE: The PCI Express sockets support only low profile cards. You can install a PCI Express ×1, ×4, ×8, or ×16 expansion card in the PCI Express ×16 socket.
  • Page 40 If you are removing a PCI Express ×1 card, hold the card at each end and carefully rock it back and forth until the connectors pull free from the socket. Lift the card straight up (1), and then away from the inside of the chassis (2) to remove it. Be sure not to scrape the card against other components.
  • Page 41 If you are removing a PCI Express ×16 card, pull the retention arm on the back of the expansion socket away from the card (1) and carefully rock the card back and forth until the connectors pull free from the socket. Lift the card straight up (2) then away from the inside of the chassis (3) to remove it.
  • Page 42 To install a new expansion card, hold the card just above the expansion socket on the system board, and then move the card toward the rear of the chassis (1) so that the bottom of the bracket on the card slides into the small slot on the chassis.

  • Page 43: Drives

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

  • Page 44: Removing A 9.5 Mm Slim Optical Drive

    Removing a 9.5 mm slim optical drive IMPORTANT: All removable media should be taken out of a drive before removing the drive from the computer. Before removing the optical drive, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20).
  • Page 45 Push the green release latch on the right rear side of the drive toward the center of the drive (1), and then slide the drive forward and out of the bay (2). Drives...

  • Page 46: Installing A 9.5 Mm Slim Optical Drive

    Installing a 9.5 mm slim optical drive Before installing the optical drive, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23). Install the optical drive: If you are installing a slim optical drive in a bay covered by a bezel blank, remove the front bezel (Front bezel on page 24) and then remove the bezel blank...

  • Page 47: Removing A 3.5 Inch Hard Drive

    Slide the optical drive through the front bezel all the way into the bay (1) so that the latch on the rear of the drive locks into place (2). Connect the power cable and data cable to the rear of the drive. Connect the opposite end of the data cable to one of the SATA connectors on the system board labeled SATA1 or SATA2.

  • Page 48: Installing A 3.5 Inch Hard Drive

    Pull the release lever next to the rear of the hard drive outward (1). While pulling the release lever out, slide the drive back and lift it out of the bay (2). Installing a 3.5 inch hard drive Before installing the hard drive, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20).
  • Page 49 Install mounting screws on the sides of the hard drive using standard 6-32 silver-and-blue mounting screws. NOTE: 6-32 mounting screws can be purchased from HP. If you are replacing a drive, transfer the mounting screws from the old drive to the new drive. ●...
  • Page 50 Secure the drive to the bay adapter bracket by installing four black M3 adapter bracket screws – through the underside of the bracket and into the drive. Install four 6-32 silver-and-blue mounting screws in the adapter bracket (two on each side of –...

  • Page 51: Removing And Installing An M.2 Solid-State Drive

    Align the mounting screws with the slots on the drive cage. Lower the drive into the drive cage, and then slide it back to secure it in place. Connect the power cable and data cable to the rear of the hard drive. If installing a new drive, connect the opposite end of the data cable to the appropriate system board connector.
  • Page 52 Reverse the removal procedures to install the solid-state drive. Chapter 4 Removal and replacement procedures...

  • Page 53: Fan Duct

    Fan duct Before removing the fan duct, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23). Remove the fan duct: Remove the cable from the clips on top of the duct (1). Pull the tabs on the sides of the duct away from each other (2), and then remove the fan duct from the computer (3).

  • Page 54: Heat Sink And Fan

    Heat sink and fan IMPORTANT: The bond between the heat sink and the processor might be very tight. If the computer will power on, before removing the heat sink, turn on the computer until it warms the heat sink. Warming the heat sink loosens the bond between the heat sink and the processor, thereby making separating them easier.

  • Page 55: Processor

    NOTE: After installing a new processor onto the system board, update the system ROM to make sure that the latest version of the BIOS is on the computer. You can find the latest system BIOS at: http://www8.hp.com/us/en/support-drivers.html. Processor...

  • Page 56: Wlan Module

    WLAN module The WLAN module installs into a connector on the system board. For a list of available WLAN modules, see Computer major components on page Before removing the WLAN module, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20).

  • Page 57: Power Supply

    Power supply WARNING! To reduce potential safety issues, use only the power supply provided with the computer, a replacement power supply provided by HP, or a power supply purchased as an accessory from HP with the computer. WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet.
  • Page 58 Push the release lever at the front of the power supply (2), slide the power supply forward, and then remove it from the chassis (3). To install the power supply, reverse the removal procedure. IMPORTANT: When installing the power supply cables, make sure that they are properly positioned so they are not pinched by the drive cage.

  • Page 59: Option Card

    Option card For a list of available option cards, see Computer major components on page An option card can be installed under the heat sink near the back of the system board that provides an additional connector on the rear I/O panel. Before removing the option card, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page...

  • Page 60: Hood Sensor

    Hood sensor The hood sensor is attached to the rear of the chassis. Before removing the hood sensor, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23).

  • Page 61: Card Reader

    Card reader The card reader is attached to the front of the computer. Before removing the card reader, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23).

  • Page 62: Speaker

    Speaker The speaker is attached to the inside-front of the computer. Before removing the speaker, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23). Remove the front bezel (Front bezel on page 24).

  • Page 63: Antennas

    Antennas The antennas route from the WLAN module to the front and the rear of the computer. Before removing the antennas, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23).
  • Page 64 On the rear of the computer, press the tabs on each side of the antenna cover (1), and then rotate the cover off the computer (2). Remove the Phillips screw (1) that secures the antenna to the rear of the computer, and then pull the antenna away from the computer while pulling the cable through the hole in the chassis (2).

  • Page 65: System Board

    System board Before removing the system board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 20). Remove the access panel (Access panel on page 23). Remove the drive cage (Drive cage on page 26). Remove the system board: When replacing the system board, make sure that the following components are removed (as applicable) from the defective system board and installed on the replacement system board: ●...
  • Page 66 Slide the system board toward the front of the computer to disengage the I/O panel (2), and then remove the system board from the computer (3). When reinstalling the system board, insert the front of the system board into the front slot, and then push the board back so the rear connectors insert into the rear panel.

  • Page 67: Computer Setup (F10) Utility

    Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: Change settings from the defaults or restore the settings to default values. ● View the system configuration, including settings for processor, graphics, memory, audio, storage, ●...
  • Page 68 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. To apply and save changes, select Main > Save Changes and Exit. ●...

  • Page 69: Computer Setup-Main

    Computer Setup–Main NOTE: Support for specific Computer Setup options can vary depending on the hardware configuration. Table 5-1 Computer Setup—Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected.
  • Page 70 Description System Diagnostics If the hard drive has HP PC Hardware Diagnostics installed, the application will launch. If HP PC Hardware Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform the following functions: ●...

  • Page 71: Computer Setup-Security

    Table 5-1 Computer Setup—Main (continued) Option Description Network Configuration Settings ● Update System and Supported Device Firmware Using Local Media ● Change Date and Time Allows you to set system time and date. Set Machine Unique Data Lets you update the following values: ●...
  • Page 72 Table 5-2 Computer Setup—Security (continued) Option Description WMI commands that change system settings ● ● BIOS Configuration Utility (BCU) Alternative power-on password ● NOTE: Creating a BIOS user disables the Fast Boot option. NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and make changes to certain plug and play settings under Windows.
  • Page 73 Only select Manual in situations in which forensic analysis is to be performed before HP Sure Start Recovery. When this policy is set to manual, HP Sure Start will not correct any issues that are found until the manual recovery key sequence is entered by the local user. This can result in a system that is unable to boot after inputting the manual recovery key sequence.

  • Page 74: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description IMPORTANT: 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.
  • Page 75 Enable to cause system firmware to get the recovery agent from the network. Disable to cause firmware to get the agent from a local drive. Recover after Boot Failure If enabled and no bootable UEFI operating system is found, system firmware launches HP Sure Recover. Secure Boot Configure Legacy Support and Secure Boot...
  • Page 76 AMD DASH Default is enabled. USB Type-C Connector System Software Interface (UCSI) Allows the operating system to monitor and report USB Type-C events and status. Default is enabled. HP Application Driver Default is enabled. Built-In Device Options Embedded LAN Controller Select to show the device in the operating system.
  • Page 77 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Select to show the device in the operating system. Default is enabled. Internal Speakers (does not affect external speakers) Clear to disable the chassis speaker or speakers. This function is applicable to normal audio playback in the operating system and does not affect the error or warning beeps during POST.
  • Page 78 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Enabling this feature reduces the power of the system as much as possible in the S5 state. Power is removed from the wake up circuitry, the expansion slots, and any management features while in S5. Default is disabled.

  • Page 79: Computer Setup-Uefi Drivers

    Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading BIOS Watchdog Timer (min.) – (5/10/15/20/25). Default is 5 min. ● CIRA Timeout (min.) (1/2/3/4/Never) CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active Management Technology (AMT). Computer Setup—UEFI Drivers Lets you restart the computer into the 3rd Party Option ROM Management application.

  • Page 80: 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 the Business Support Center (BSC) at http://www.hp.com/go/bizsupport...

  • Page 81: Helpful Hints

    If it becomes necessary to call for technical assistance, be prepared to do the following to make sure 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 82: 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 83 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 84 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 85: Solving Power Problems

    System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution If equipped with a voltage selector, check that the voltage selector (located on the rear of the power supply) is set to the appropriate voltage.

  • Page 86: Solving Hard Drive Problems

    Computer powered off automatically and the Power LED flashes red two times, once every second, followed by a 2 s pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution If fan a plugged in and not spinning, replace it. Power LED flashes Red four times, once every second, followed by a 2 s pause, and the computer beeps four times.
  • Page 87 Drive not found (identified). Cause Solution Cable could be loose. Check cable connections. The system may not have automatically recognized a newly See reconfiguration directions in the Solving hardware installation installed device. problems on page 90 section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup.

  • Page 88: Solving Media Card Reader Problems

    Computer will not boot from hard drive. Cause Solution Boot order is not correct. Run the Computer Setup utility and change boot sequence in Advanced > Boot Options. Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any beeps are heard.
  • Page 89 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. See the previous section for a list of compatible cards. Media card is locked.

  • Page 90: Solving Display Problems

    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. Blank screen (no video). Cause Solution If you have a system with an option card with display connectivity, Reseat the option card.
  • Page 91 Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Blank screen and the power LED flashes Red six times, once every second, followed by a 2 s pause, and the computer beeps six times.
  • Page 92 Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics Install the video drivers included in the upgrade kit. drivers may not be loaded. Monitor is not capable of displaying requested resolution. Change requested resolution.

  • Page 93: Solving Audio Problems

    To download a SoftPaq that will assist you with the synchronization, go to the following website, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not seated properly or is bad (some models). Reseat the graphics card. Replace the graphics card.
  • Page 94 Headset microphone connected to the front is not working or is very quiet. Cause Solution Terminal Platform) style headsets. These differ by the microphone connections. Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications.

  • Page 95: Solving Printer Problems

    Sound from headphones is not clear or muffled. Cause Solution Headphones are plugged into the rear audio output connector. Plug the headphones into the headphone connector on the front The rear audio output connector is for powered audio devices and of the computer.
  • Page 96 Printer will not print. Cause Solution 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.

  • Page 97: Solving Keyboard And Mouse Problems

    Solving keyboard and mouse problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/keyboard, or no function of mouse/keyboard and external drive.

  • Page 98: Solving Hardware Installation Problems

    Mouse does not respond to movement or is too slow. Cause Solution IMPORTANT: When attempting to resume from Sleep state, do not hold down the power button for more than 4 s. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse will only move vertically, horizontally, or movement is jerky.

  • Page 99: 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 100 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.

  • Page 101: 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 102 Solution 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. Chapter 6 Troubleshooting without diagnostics...

  • Page 103: Solving Cd-Rom And Dvd Problems

    System memory is performing at a speed lower than DIMM specification. Cause Solution If the system is populated with two DIMMs, it runs at the When the system is configured with two DIMMs in dual-channel maximum speed of the DIMMs as allowed by the system mode, it might operate at a higher speed.
  • Page 104 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 might be regionalized for a different country.

  • Page 105: Solving Usb Flash Drive Problems

    Recording or copying CDs is difficult or impossible. Cause Solution Wrong or poor quality media type. Try using a slower speed when recording. Verify that you are using the correct media for the drive. Try a different brand of media. Quality varies widely between manufacturers.

  • Page 106: Solving Front Panel Component Problems

    Solving front panel component problems If you encounter problems with devices connected to the front panel, see 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.

  • Page 107: Solving Software Problems

    ● be 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 appear. Cause Solution ROM issue - POST error has occurred.

  • Page 108: Post Error Messages

    POST error messages This chapter lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non- error text messages.
  • Page 109 Memory configuration incorrect. Run Computer Setup or Windows utilities. Make sure the memory module(s) are installed properly. If third-party memory has been added, test using HP-only memory. Verify proper memory module type. 201-Memory Error RAM failure. Ensure memory modules are correctly installed.
  • Page 110 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. 2212-USB Key Provisioning failure writing to USB device used for USB key provisioning will...
  • Page 111 Control panel message Description Recommended action If the error still persists, replace the system board. 2219-USB Key Provisioning file has invalid Provisioning file contained on the USB key has Recreate the provisioning file using third header identifier been corrupted or is not a valid version for the party management console software.

  • Page 112: Interpreting Post Diagnostic Front Panel Lights And Audible Codes

    Beeps stop after fifth iteration DIMM module. but lights continue until problem Reseat DIMMs. is solved. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. 104 Chapter 7 POST error messages...
  • Page 113 Table 7-1 Interpreting POST diagnostic front panel lights and audible codes (continued) Activity Beeps Possible cause Recommended action Replace the system board. Red power light flashes six Pre-video graphics error. Replace the system board. times, once every second, followed by a two second pause. Beeps stop after fifth iteration but lights continue until problem is solved.

  • Page 114: Password Security And Resetting Cmos

    BIOS settings or save them as custom defaults before resetting them in case they are needed later. Back up can be performed in Computer Setup or using the BiosConfigUtility tool available from www.hp.com. See Computer Setup (F10) Utility on page 59 for information on backing up the BIOS settings.

  • Page 115: Changing A Setup Or Power-On Password

    Shut down the operating system properly, and 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 116: Deleting A Setup Or Power-On Password

    When the key icon appears, type your current password, a slash (/) or alternate delimiter character, your new password, another slash (/) or alternate delimiter character, and your new password again as shown: current password/new password/new password NOTE: Type the new password carefully since the characters do not appear on the screen. Press Enter.
  • Page 117 IMPORTANT: Pushing the CMOS button resets 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 59 for information on backing up the CMOS settings.

  • Page 118: Using Hp Pc Hardware Diagnostics

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

  • Page 119: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

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

  • Page 120: Starting Hp Pc Hardware Diagnostics Uefi

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

  • Page 121: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 122 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.

  • Page 123: 10 Backing Up, Restoring, And Recovering

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

  • Page 124: Restoring And Recovery

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

  • Page 125: Using Hp Sure Recover (Select Products Only)

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

  • Page 126: 11 Power Cord Set Requirements

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

  • Page 127: Country-Specific Requirements

    Country-specific requirements Additional requirements specific to a country are shown in parentheses and explained below. Table 11-1 Power cord country-specific requirements Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) Austria (1) Japan (3) METI Belgium (1) CEBC Norway (1) NEMKO Canada (2)

  • Page 128: 12 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 129 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check box for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 130: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 131 512 KB flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 123...

  • Page 132: Questions And Answers

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

  • Page 133: Using Hp Sure Start (Select Models Only)

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

  • Page 134: 13 Specifications

    13 Specifications Table 13-1 Specifications Item Metric U.S. Dimensions Width 95 mm 3.7 in Depth 270 mm 10.6 in Height 296 mm 11.7 in Weight 5.88 kg 12.96 lb Max supported weight (desktop orientation) 35 kg 77 lb Temperature range Operating 10°C to 35°C 50°F to 95°F...

  • Page 135: Index

    100, 104 illustrated 8 illustrated 6 messages 100 boot order, changing 116 removal and replacement 52 expansion card booting options HP PC Hardware Diagnostics UEFI installation 31 Full Boot 100 downloading 112 removal 31 Quick Boot 100 starting 112 using 111...
  • Page 136 106 recovery media keyboard setup 106 creating using HP Cloud Recovery cleaning 16 passwords 107, 108 Download Tool 115 keyboard problems 89 POST error messages 100 creating using Windows tools power cord set requirements country specific 119 Remote HP PC Hardware Diagnostics...
  • Page 137 service considerations 16 Setup password 107, 108 setup password 106 software problems 99 servicing computer 17 solid-state drives sizes 7, 8 speaker illustrated 6 removal and replacement 54 specifications computer 126 static electricity 12 system board illustrated 7 removal and replacement 57 SATA connectors 18 system board connectors 27 system memory, removing personal...

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