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Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
© Copyright 2022 HP Development Company, Product notice Software terms
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First Edition: May 2022
Document Part Number: N24079-001

Table of contents
1 Computer features .................................................................................................................................................................1

Standard configuration features .......................................................................................................................................1
Front panel components ...................................................................................................................................................1
Rear panel components.....................................................................................................................................................2
2 Illustrated parts catalog ........................................................................................................................................................4

Computer major components............................................................................................................................................4
Miscellaneous parts...........................................................................................................................................................6
3 Routine care, drive guidelines, and disassembly preparation ..............................................................................................8

Electrostatic discharge information..................................................................................................................................8
Generating static electricity ......................................................................................................................................8
Preventing electrostatic damage to equipment .......................................................................................................9
Personal grounding methods and equipment ..........................................................................................................9
Grounding the work area .........................................................................................................................................10
Recommended materials and equipment...............................................................................................................10
Operating guidelines .......................................................................................................................................................11
Routine care.....................................................................................................................................................................11
General cleaning safety precautions.......................................................................................................................11
Removing dirt and debris from your computer.......................................................................................................12
Cleaning your computer with a disinfectant ...........................................................................................................12
Cleaning the computer case ....................................................................................................................................13
Cleaning the keyboard .............................................................................................................................................13
Cleaning the monitor ...............................................................................................................................................14
Cleaning the mouse .................................................................................................................................................14
Service considerations.....................................................................................................................................................14
Tools and software requirements ...........................................................................................................................14
Screws......................................................................................................................................................................15
Cables and connectors.............................................................................................................................................15
Hard drives...............................................................................................................................................................15
Lithium coin cell battery ..........................................................................................................................................15
SATA hard drives ..............................................................................................................................................................16
Cable management..........................................................................................................................................................16
4 Removal and replacement procedures................................................................................................................................18

Preparation for disassembly ...........................................................................................................................................18
Access panel.....................................................................................................................................................................18
Memory modules (DIMMs)...............................................................................................................................................19
Expansion card.................................................................................................................................................................21
Optical drive.....................................................................................................................................................................25
iii
Front bezel .......................................................................................................................................................................26
Hard drive.........................................................................................................................................................................27
Card reader ......................................................................................................................................................................29
Optical drive cage ............................................................................................................................................................30
WLAN module ..................................................................................................................................................................31
Solid-state drive ..............................................................................................................................................................33
Battery .............................................................................................................................................................................33
Rear fan............................................................................................................................................................................34
Heat sink with fan ............................................................................................................................................................35
Processor .........................................................................................................................................................................36
Power supply ...................................................................................................................................................................37
System board...................................................................................................................................................................39
System board connections ..............................................................................................................................................40
Wireless antennas and cables .........................................................................................................................................41
5 Troubleshooting without diagnostics..................................................................................................................................44

Before you call for technical support ..............................................................................................................................44
Helpful hints ....................................................................................................................................................................45
Solving general problems................................................................................................................................................45
Cannot access the Computer Setup (F10) Utility when booting the computer ......................................................46
Computer appears locked up and will not turn off when the power button is pressed .........................................46
Computer will not respond to keyboard or mouse .................................................................................................46
Computer date and time display is incorrect ..........................................................................................................46
There is no sound or sound volume is too low........................................................................................................46
Cannot remove computer cover or access panel ....................................................................................................47
Poor performance....................................................................................................................................................47
Computer turned off automatically and the power light blinks red four times and then white two times...........48
System does not turn on and the lights on the front of the computer are not blinking ........................................48
Solving power problems..................................................................................................................................................49
Power supply shuts down intermittently................................................................................................................49
Computer turned off automatically, power light blinks red two times followed by a two-second pause, and
the computer beeps two times (beeps stop after fifth iteration but lights continue blinking) .............................49
Power light blinks red four times followed by a two-second pause and the computer beeps four times
(beeps stop after fifth iteration but lights continue blinking)................................................................................49
Solving hard drive problems............................................................................................................................................50
Hard drive error occurs ............................................................................................................................................50
Disk drive transaction problem ...............................................................................................................................50
Drive not found (identified) .....................................................................................................................................50
Nonsystem disk/NTLDR missing message..............................................................................................................51
Computer will not boot from hard drive..................................................................................................................51
Computer seems to be locked up ............................................................................................................................51
Solving audio problems ...................................................................................................................................................52
Sound cuts in and out ..............................................................................................................................................52
iv
Sound does not come out of the speaker or headphones ......................................................................................52
Computer appears to be locked up while recording audio......................................................................................52
Line-in jack is not functioning properly ..................................................................................................................53
Solving printer problems .................................................................................................................................................53
Printer will not print ................................................................................................................................................53
Printer will not turn on ............................................................................................................................................53
Printer prints garbled information ..........................................................................................................................53
Printer will not print ................................................................................................................................................54
Solving keyboard and mouse problems ..........................................................................................................................54
Keyboard commands and typing are not recognized by the computer..................................................................54
Mouse does not respond to movement or is too slow............................................................................................54
Solving hardware installation problems .........................................................................................................................55
A new device is not recognized as part of the system ............................................................................................55
Computer will not start............................................................................................................................................55
Power light blinks red three times and then white two times................................................................................56
Solving network problems ..............................................................................................................................................56
Network driver does not detect network controller ...............................................................................................56
Network status link light never blinks ....................................................................................................................57
Diagnostics reports a failure ...................................................................................................................................57
Diagnostics passes, but the computer does not communicate with the network.................................................57
Network controller stopped working when an expansion board was added to the computer..............................58
Network controller stops working without apparent cause...................................................................................58
Cannot connect to network server when attempting remote system installation................................................58
System setup utility reports unprogrammed EEPROM ..........................................................................................58
Solving memory problems ..............................................................................................................................................58
System will not boot or does not function properly after installing additional memory modules .......................59
Out of memory error ...............................................................................................................................................59
Memory count during POST is wrong ......................................................................................................................59
Insufficient memory error during operation. ..........................................................................................................59
Power light blinks red five times followed by a two-second pause and the computer beeps five times
(beeps stop after fifth iteration but lights continue blinking)................................................................................59
Solving USB flash drive problems....................................................................................................................................60
USB flash drive is not seen as a drive letter in Windows ........................................................................................60
USB flash drive not found (identified) .....................................................................................................................60
System will not boot from USB flash drive..............................................................................................................60
The computer boots to DOS after making a bootable flash drive ..........................................................................60
Solving internet access problems ...................................................................................................................................61
Unable to connect to the internet ...........................................................................................................................61
Cannot automatically launch internet programs....................................................................................................61
Solving software problems .............................................................................................................................................61
Computer will not start up and the HP logo does not appear ................................................................................62
“Illegal Operation has Occurred” error message is displayed ................................................................................62
6 Computer Setup (F10) Utility ...............................................................................................................................................63

Using Computer Setup (F10) Utilities ..............................................................................................................................63
Computer Setup Main ......................................................................................................................................................64
v
Computer Setup Security.................................................................................................................................................68
Computer Setup Advanced ..............................................................................................................................................72
7 POST error messages...........................................................................................................................................................81

POST numeric codes and text messages ........................................................................................................................81
Interpreting POST diagnostic front panel lights and audible codes ...............................................................................87
8 Password security and resetting CMOS ...............................................................................................................................90

Changing a setup or power-on password .......................................................................................................................90
Deleting a setup or power-on password.........................................................................................................................90
9 Backing up, restoring, and recovering .................................................................................................................................92

Backing up information and creating recovery media ....................................................................................................92
Using Windows tools for backing up .......................................................................................................................92
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)............................92
Restoring and recovering your system ...........................................................................................................................92
Creating a system restore .......................................................................................................................................93
Restoring and recovery methods ............................................................................................................................93
Recovering using HP Recovery media .....................................................................................................................93
Changing the computer boot order .........................................................................................................................94
Using HP Sure Recover (select products only) ........................................................................................................94
10 Using HP PC Hardware Diagnostics ...................................................................................................................................95

Using HP PC Hardware Diagnostics Windows (select products only) .............................................................................95
Using an HP PC Hardware Diagnostics Windows hardware failure ID code............................................................95
Accessing HP PC Hardware Diagnostics Windows...................................................................................................95
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)...........95
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant ..............................................96
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) ....................96
Downloading HP PC Hardware Diagnostics Windows .............................................................................................96
Downloading the latest HP PC Hardware Diagnostics Windows version from HP .........................................96
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store......................................96
Downloading HP Hardware Diagnostics Windows by product name or number (select products only) .......97
Installing HP PC Hardware Diagnostics Windows ...................................................................................................97
Using HP PC Hardware Diagnostics UEFI .........................................................................................................................97
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code ...................................................................97
Starting HP PC Hardware Diagnostics UEFI.............................................................................................................98
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ....................................................................98
Downloading the latest HP PC Hardware Diagnostics UEFI version ...............................................................98
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)..........99
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) .........................................................99
Downloading Remote HP PC Hardware Diagnostics UEFI .......................................................................................99
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version .................................................99
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number ................................99
Customizing Remote HP PC Hardware Diagnostics UEFI settings ..........................................................................99
11 Statement of memory volatility ......................................................................................................................................101

Current BIOS steps.........................................................................................................................................................101
vi
Nonvolatile memory usage ...........................................................................................................................................103
Questions and answers .................................................................................................................................................105
Using HP Sure Start (select products only) ...................................................................................................................107
12 Power cord set requirements ..........................................................................................................................................108

General requirements....................................................................................................................................................108
Japanese power cord requirements ..............................................................................................................................108
Country-specific requirements......................................................................................................................................108
13 Specifications...................................................................................................................................................................110
Index ......................................................................................................................................................................................111
vii
1 Computer features
This chapter provides you with an overview of your computer's features.
Standard configuration features

To identify a typical computer configuration, read this section. 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.
Front panel components

To identify the front panel components, use this illustration and table.
Computer features 1
Table 1-1 Identifying the front panel components
Front panel components
1 Slim optical drive (select products only) 4 USB SuperSpeed 5 Gbps ports (4)
NOTE: Use a standard USB Type-A charging

cable or cable adapter (purchased separately)
when charging a small external device such as a
smartphone.
2 Power button 5 USB SuperSpeed 10 Gbps ports (2)

smartphone.
3 Audio-out (headphone)/Audio-in (microphone) 6 SD card reader (select products only)

combo jack
NOTE: The combo jack supports headphones, line output devices, microphones, line input devices, CTIA-style headsets, or OMTP-
style headsets.
NOTE: The light on the power button is normally white when the power is on. If the light blinks red, the computer displays a
diagnostic code to indicate a problem. See Interpreting POST diagnostic front panel lights and audible codes on page 87 to interpret
the code.
Rear panel components

To identify the rear panel components, use these illustrations and tables.
2 Chapter 1 Computer features

Table 1-2 Identifying the rear panel components
Rear panel components
1 Audio-in jack 7 Serial port
2 Audio-out jack 8 USB ports (2)

smartphone.
3 Security cable slot 9 RJ-45 (network) jack
4 HDMI™ connector 10 Serial port
5 VGA port 11 Power connector
6 USB ports (2) (select products only) 12 Integrated accessories cable lock

smartphone.
NOTE: 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. The specific graphics card installed and software configuration determines the behavior.
You can disable the system board graphics by changing settings in BIOS F10 Setup.
Rear panel components 3

2 Illustrated parts catalog
Use this information to determine the spare parts that are available for the computer.
NOTE: HP continually improves and changes product parts. For complete and current information about
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

To identify the computer major components, use this illustration and table.
Table 2-1 Computer major components and their descriptions
Item Description
(1) Access panel
(2) Rear fan
(3) Heat sink with fan
(4) Memory modules (UDIMM, PC4-3200)
32 GB
16 GB
4 Chapter 2 Illustrated parts catalog

Table 2-1 Computer major components and their descriptions (continued)
Item Description
8 GB
4 GB
(5) Optical drive cage
(6) Hard drive cage
(7) Hard drive (3.5 in)
2 TB, 7200 rpm
1 TB, 7200 rpm
500 GB, 7200 rpm
(8) Optical drive
DVD-ROM
DVD-RW
(9) Power supply
500 W, 90% efficiency
(10) Processor (includes replacement thermal material)
Intel® Core® i7-12700 (2.1 GHz, 12 core, 65 W)
Intel Core i7-12500 (3.0 GHz, 6 core, 65 W)
Intel Pentium® G7400 (3.7 GHz, 2 core, 46 W)
Intel Celeron® G6900 (3.4 GHz, 2 core, 46 W)
(11) WLAN module
Realtek™ ac 2x2 + Bluetooth™ 5 M.2 2230 PCI-e + USB WW
Realtek RTL8821CE Wi-Fi 5 (2 × 2) and Bluetooth 5
(12) Solid-state drive
1 TB, PCIe-4 × 4, TLC
1 TB
512 GB, PCIe-4 × 4, TLC
512 GB
256 GB, PCIe-4 × 4, TLC
256 GB
128 GB, PCIe-3 × 2, TLC
Computer major components 5

Table 2-1 Computer major components and their descriptions (continued)
Item Description
(13) System board (includes replacement thermal material)
(14) Speaker
(15) System chassis
(16) Front bezel
* Expansion cards
NVIDIA® Quadro® T400
AMD® Radeon™ RX 6600XT
AMD Radeon RX 6400XT
Parallel port
Serial port
PS/2 connector
RS-232 serial port
Integrated 10/100/1000M GbE LAN
* Dual wireless antennas
* Rear 2× USB 2.0 module
* Card reader
* Card reader bezel blank
* not illustrated
Miscellaneous parts
To identify the various computer parts, use this table.
Table 2-2 Miscellaneous parts and their descriptions
Description
Hood sensor
Optical drive latch
Optical drive bezel
Optical drive bezel blank
Keyed cable lock
Cables
Hard drive SATA, 190 mm (7.5 in), RF
Optical drive SATA, 165 mm (6.5 in), RF
Hard drive SATA power cable
Optical drive SATA power cable
6 Chapter 2 Illustrated parts catalog

Table 2-2 Miscellaneous parts and their descriptions (continued)
Description
Adapter
HDMI-to-DVI
Mini DisplayPort®-to-DisplayPort
Mouse
PS/2, optical
USB
HP 125 antimicrobial, wired
HP 125 wired
HP 128 laser, wired
Keyboard
USB
Slim, PS/2
PS/2, slim
HP 125, wired
HP 125 antimicrobial, wired
Power cord (C13, 1.83 m [6 ft])
Miscellaneous parts 7
3 Routine care, drive guidelines, and
disassembly preparation
This information provides general service information for the computer. Adherence to the procedures and
precautions is essential for proper service.
IMPORTANT: When the computer is plugged into an AC power source, DC voltage is always applied to the
system board. You must disconnect the power cord from the power source before opening the computer to
prevent electric shock, system board, or component damage.
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) might not appear to be affected at all and can
work perfectly throughout a normal cycle. The device might 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.
IMPORTANT: To prevent damage to the device when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in
this section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
Generating static electricity

This table shows how humidity affects the electrostatic voltage levels generated by different activities. A
product can be degraded by 700 V of static electricity.
● Different activities generate different amounts of static electricity.
● Static electricity increases as humidity decreases.
Table 3-1 Static electricity occurrence based on activity and humidity
Relative humidity
Event 55% 40% 10%
8 Chapter 3 Routine care, drive guidelines, and disassembly preparation

Table 3-1 Static electricity occurrence based on activity and humidity (continued)
Relative humidity
Walking across carpet 7,500 V 15,000 V 35,000 V
Walking across vinyl floor 3,000 V 5,000 V 12,000 V
Motions of bench worker 400 V 800 V 6,000 V
Removing DIPs (dual in-line packages) from plastic tube 400 V 700 V 2,000 V
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
Packing PCBs in foam-lined box 5,000 V 11,000 V 21,000 V
Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
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 static electricity
damage to electronic components.
● 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.
● 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 this equipment to prevent static electricity damage to electronic components.
● Wrist straps are flexible straps with a maximum of 1 MΩ ±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 1 MΩ ±10% resistance between the operator and ground.
Table 3-2 Static shielding protection levels
Static shielding protection levels
Method Voltage
Preventing electrostatic damage to equipment 9

Table 3-2 Static shielding protection levels (continued)
Static shielding protection levels
Antistatic plastic 1,500 V
Carbon-loaded plastic 7,500 V
Metallized laminate 15,000 V
Grounding the work area

To prevent static damage at the work area, use these 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 polystyrene
foam.
● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Recommended materials and equipment

HP recommends the these materials and equipment to prevent static electricity.
● 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 1 MΩ ±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 1 MΩ ±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
This information details how 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 or side panel removed.
● Do not stack computers on top of each other or place computers so near each other that they are subject
to each other’s recirculated or preheated air.
● If the computer is to be operated within a separate enclosure, intake and exhaust ventilation must be
provided on the enclosure, and the same operating guidelines listed previously still apply.
● 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
Use this information to properly care for your computer.
General cleaning safety precautions

Use this information to safely clean your computer.
CAUTION: To prevent electric shock or damage to components, never clean a product while it is turned on
or plugged in.
● Never use solvents or flammable solutions to clean the computer.
● Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use
the cloth on the component.
● Always unplug the computer when cleaning with liquids or damp cloths.
● Always unplug the computer before cleaning the keyboard, mouse, or air vents.
Operating guidelines 11
● Disconnect the keyboard before cleaning it.
● Wear safety glasses equipped with side shields when cleaning the keyboard.
Removing dirt and debris from your computer

Here are the recommended steps to clean dirt and debris from your computer.
1. Wear disposable gloves made of latex (or nitrile gloves, if you are latex-sensitive) when cleaning the
surfaces.
2. Turn off your device and unplug the power cord and other connected external devices. Remove any
installed batteries from items such as wireless keyboards.
CAUTION: To prevent electric shock or damage to components, never clean a product while it is turned
on or plugged in.
3. Moisten a microfiber cloth with water. The cloth should be moist, but not dripping wet.
IMPORTANT: To avoid damaging the surface, avoid abrasive cloths, towels, and paper towels.
4. Wipe the exterior of the product gently with the moistened cloth.
IMPORTANT: Keep liquids away from the product. Avoid getting moisture in any openings. If liquid
makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly
on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide
or bleach that might damage the finish.
5. Start with the display (if applicable). Wipe carefully in one direction, and move from the top of the
display to the bottom. Finish with any flexible cables, like power cord, keyboard cable, and USB cables.
6. Be sure that surfaces have completely air-dried before turning the device on after cleaning.
7. Discard the gloves after each cleaning. Clean your hands immediately after you remove the gloves.
See Cleaning your computer with a disinfectant on page 12 for recommended steps to clean the high-touch,
external surfaces on your computer to help prevent the spread of harmful bacteria and viruses.
Cleaning your computer with a disinfectant

The World Health Organization (WHO) recommends cleaning surfaces, followed by disinfection, as a best
practice for preventing the spread of viral respiratory illnesses and harmful bacteria.
After cleaning the external surfaces of your computer using the steps in Removing dirt and debris from your
computer on page 12, you might also choose to clean the surfaces with a disinfectant. A disinfectant that is
within HP’s cleaning guidelines is an alcohol solution consisting of 70% isopropyl alcohol and 30% water. This
solution is also known as rubbing alcohol and is sold in most stores.
Follow these steps when disinfecting high-touch, external surfaces on your computer:
1. Wear disposable gloves made of latex (or nitrile gloves, if you are latex-sensitive) when cleaning the
surfaces.

2. Turn off your device and unplug the power cord and other connected external devices. Remove any
installed batteries from items such as wireless keyboards.
CAUTION: To prevent electric shock or damage to components, never clean a product while it is turned
on or plugged in.
3. Moisten a microfiber cloth with a mixture of 70% isopropyl alcohol and 30% water. The cloth should be
moist, but not dripping wet.
CAUTION: Do not use any of the following chemicals or any solutions that contain them, including
spray-based surface cleaners: bleach, peroxides (including hydrogen peroxide), acetone, ammonia, ethyl
alcohol, methylene chloride, or any petroleum-based materials, such as gasoline, paint thinner, benzene,
or toluene.
IMPORTANT: To avoid damaging the surface, avoid abrasive cloths, towels, and paper towels.
4. Wipe the exterior of the product gently with the moistened cloth.
IMPORTANT: Keep liquids away from the product. Avoid getting moisture in any openings. If liquid
makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly
on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide
or bleach that might damage the finish.
5. Start with the display (if applicable). Wipe carefully in one direction, and move from the top of the
display to the bottom. Finish with any flexible cables, like power cord, keyboard cable, and USB cables.
6. Be sure that surfaces have completely air-dried before turning the device on after cleaning.
7. Discard the gloves after each cleaning. Clean your hands immediately after you remove the gloves.
Cleaning the computer case

Follow all safety precautions before cleaning the computer case.
To clean the computer case, follow these procedures:
● 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 because the alcohol evaporates
quickly and does 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

Use this information to properly clean the keyboard. Follow all safety precautions before cleaning the
keyboard.
To clean the tops of the keys or the keyboard body, follow the procedures described in Cleaning the computer
case on page 13.
Cleaning the computer case 13

When cleaning debris from under the keys, review all rules in General cleaning safety precautions on page 11
before following these procedures.
CAUTION: Use safety glasses equipped with side shields before attempting to clean debris from under the
keys.
● You can remove visible debris underneath or between the keys by vacuuming or shaking.
● You can use canned, pressurized air to clean debris from under the keys. Use caution because 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.
IMPORTANT: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are
improperly removed or installed, the keyboard might not function properly.
● You can clean under a key 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 monitor

Follow all safety precautions before cleaning dirt and debris from your computer. Use this information to
properly clean the monitor.
● Wipe the monitor 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 can 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 13.
Cleaning the mouse

Follow all safety precautions before cleaning dirt and debris from your computer. Use this information to
properly clean the mouse.
● 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 13.
Service considerations
Keep these considerations in mind during the disassembly and assembly of the computer.
Tools and software requirements

Servicing the computer requires these tools.
● Torx T-15 screwdriver
● Flat-bladed screwdriver (can sometimes be used in place of the Torx screwdriver)
● Phillips P1 screwdriver
● Nonconductive, nonmarking pry tool

● Diagnostics software
Screws
The screws used in the computer are not interchangeable. They could have standard or metric threads and
might be of different lengths.
If you use an incorrect screw during the reassembly process, it can damage the unit. HP strongly recommends
that you keep all screws that you remove during disassembly with the removed part and then return them to
their proper locations.
IMPORTANT: As you remove each subassembly from the computer, place it away from the work area to
prevent damage.
Cables and connectors

Use this information properly handle cables.
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
route the cables so that they cannot be caught or snagged by parts being removed or replaced.
IMPORTANT: When servicing this computer, be sure to place cables in their proper location during the
reassembly process. Improper cable placement can damage the computer.
Hard drives
Handle hard drives as delicate, precision components, and avoid all physical shock and vibration. This advice
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 computer.
● 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.
● Before handling a drive, ensure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
● 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 approximately three years.
Screws 15
See the appropriate removal and replacement chapter for the chassis that you are working on 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 of in water or
fire, or expose it to temperatures higher than 140°F (60°C). Do not attempt to recharge the battery.
NOTE: Do not dispose of batteries, battery packs, and accumulators with general household waste. To
forward them to recycling centers or proper disposal, use the public collection system or return them to HP,
their authorized partners, or their agents.
SATA hard 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.
Table 3-3 SATA hard drive characteristics
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 100 cm (39.37 in)
Data interface voltage differential 400 mV–700 mV
Drive voltages 3.3 V, 5 V, 12 V
Jumpers for configuring drive N/A
Data transfer rate 6.0 Gbps
Always use an HP-approved SATA 6.0 Gbps cable because it is fully backwards compatible with the SATA 1.5
Gbps drives. Current HP desktop products ship with SATA 6.0 Gbps 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, seven-pin cable designed to transmit data for only a single drive.
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
are moved.
● When folding a flat ribbon cable, never fold to a sharp crease. Sharp creases can damage the wires.

● Do not bend any cable sharply. A sharp bend can break the internal wires.
● Never bend a SATA data cable tighter than a 30 mm (1.18 in) radius.
● Never crease a SATA data cable.
Cable management 17
4 Removal and replacement procedures
Adherence to these procedures and precautions is essential for proper service. After completing all necessary
removal and replacement procedures, run the Diagnostics utility to verify that all components operate
properly.
NOTE: Not all features listed in this guide are available on all computers.
NOTE: HP continually improves and changes product parts. For complete and current information about
supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or
region, and then follow the on-screen instructions.
Preparation for disassembly

Use this information to properly prepare to disassemble and reassemble the computer.
See Routine care, drive guidelines, and disassembly preparation on page 8 for initial safety procedures.
1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer
on, and then shut it down through the operating system.
IMPORTANT: Turn off the computer before disconnecting any cables.
Regardless of the power state, voltage is always present on the system board as long as the system is
plugged into an active AC outlet. In some systems, the cooling fan is on even when the computer is in
the Standby or Suspend modes. Always disconnect the power cord before servicing a unit.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer
4. (Select products only) If the computer is on a stand, remove the computer from the stand.
CAUTION: Beware of sharp edges inside the chassis.
NOTE: During disassembly, label each cable as you remove it, and note its position and routing. Keep all
screws with the removed components.
Access panel
To remove the access panel, use these procedures.
Before removing the access panel, prepare the computer for disassembly (see Preparation for disassembly on
page 18).
Remove the access panel:
18 Chapter 4 Removal and replacement procedures

■ Loosen the captive screw on the rear of the computer (1), slide the access panel back, and then lift it off
the computer (2).
To install the access panel, reverse the removal procedure.
Memory modules (DIMMs)

To remove the memory modules, use the information in this section.
For a list of available memory modules, see Computer major components on page 4.
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 64 GB of memory
configured in a high-performing dual-channel mode.
For proper system operation, the DIMMs must adhere to the following specifications:
● Industry-standard 288-pin
● 1.2 volt DDR4-SDRAM memory modules
● DDR4-3200 SDRAM UDIMM
● Mandatory JEDEC SPD information
The computer supports the following setups:
● 512 Mbit, 1 Gbit, 2 Gbit, and 4 Gbit non-ECC memory technologies
● Single-sided and double-sided memory modules
Memory modules (DIMMs) 19

● Memory modules constructed with ×8 and ×16 DDR devices; memory modules constructed with ×4
SDRAM are not supported
NOTE: Memory modules support data transfer rates up to 3200 MT/s. Actual data rate is determined by
system configuration.
NOTE: When more than one memory slot is populated, symmetric configurations are required for two
DIMMs per channel. A mix of different data transfer rates or memory rank mix within the same channel is not
allowed.
NOTE: The system does not operate properly if you install unsupported memory modules.
There are two memory sockets on the system board, with two sockets per channel. The sockets are labeled
DIMM1 and DIMM3.
IMPORTANT: You must disconnect the power cord and wait approximately 30 seconds for the power to
drain before adding or removing memory modules. Regardless of the power state, voltage is always supplied
to the memory modules as long as the computer is plugged into an active AC outlet. Adding or removing
memory modules while voltage is present can cause irreparable damage to the memory modules or system
board.
The memory module sockets have gold-plated metal contacts. When upgrading the memory, it is important
to use memory modules with gold-plated metal contacts to prevent corrosion, oxidation, or both resulting
from having incompatible metals in contact with each other.
Static electricity can damage the electronic components of the computer or optional cards. Before beginning
these procedures, be sure that you are discharged of static electricity by briefly touching a grounded metal
object. For more information, see Electrostatic discharge information on page 8.
When handling a memory module, be careful not to touch any of the contacts. Doing so can damage the
module.
Before replacing the memory modules, follow these steps:
1. Prepare the computer for disassembly (see Preparation for disassembly on page 18).
2. Remove the access panel (see Access panel on page 18).
Replace a memory module:
1. To remove a memory module, open both latches of the memory module socket (1), and then remove the
memory module from the socket (2).

2. To install a memory module, open both latches of the memory module socket (1), and insert the memory
module into the socket (2). Press the module down into the socket so that the module is fully inserted
and properly seated. Be sure that the latches are in the closed position (3).
NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab
on the memory socket.
The computer automatically recognizes the additional memory when you turn on the computer.
Expansion card
The computer has one PCI expansion slot, one PCI Express ×1 expansion socket, and one PCI Express ×16
expansion socket.
For a list of available expansion cards, see Computer major components on page 4.
NOTE: You can install a PCI Express ×1, ×8, or ×16 expansion card in the PCI Express ×16 socket.
For dual graphics card configurations, you must install the first (primary) card in the PCI Express ×16 socket.
Before replacing the expansion modules, follow these steps:
To replace or add an expansion card:
1. Locate the correct vacant expansion socket on the system board and the corresponding expansion slot
on the back of the computer chassis.
Expansion card 21
2. Remove the Torx screw that secures the expansion card release latch (1), and then rotate the release
latch downward to the open position (2).
NOTE: Computer appearance might vary.
3. Before installing an expansion card, remove the expansion slot cover or the existing expansion card.
NOTE: Before removing an installed expansion card, disconnect any cables that are attached to the
expansion card.
a. If you are installing an expansion card in a vacant PCI socket, remove the appropriate expansion
slot cover on the back of the chassis.
b. If you are removing a PCI or 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. Pull the expansion card straight up from
the socket.
NOTE: PCI Express ×1 card shown. Internal components may vary.

c. 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. Pull the expansion card straight up from the socket (2).
4. Store the removed card in antistatic packaging.
5. If you are not installing a new expansion card, install an expansion slot cover to close the open slot.
IMPORTANT: After removing an expansion card, you must replace it with a new card or expansion slot
cover for proper cooling of internal components during operation.
6. 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 so that the bracket on the card is aligned with
Expansion card 23
the open slot on the rear of the chassis. Press the card straight down into the expansion socket on the
system board.
NOTE: When installing an expansion card, press firmly on the card so that the whole connector seats
properly in the expansion card socket.
7. Rotate the slot cover retention latch back in place (1), and then replace the screw (2).
8. Connect external cables to the installed card, if needed. Connect internal cables to the system board, if
needed.
9. If you are not installing a new expansion card, install an expansion slot cover to close the open slot.
CAUTION: After removing an expansion card, you must replace it with a new card or expansion slot
cover to properly cool internal components during operation.

10. Reassemble and reconfigure the computer, if necessary.
Optical drive
To remove the optical drive, use these procedures.
Before removing the optical drive, follow these steps:
Remove the optical drive:
1. Disconnect the power cable (1) and data cable (2) from the rear of the drive.
NOTE: When removing the cables, pull the tab or connector instead of the cable itself to avoid
damaging the cable.
2. Press the green lever to disengage the drive from the drive bay (3), and then slide the optical drive out of
the front of the computer (4).
Optical drive 25
3. If it is necessary to replace the optical drive bezel, insert a straightened paperclip or similar tool into the
release hole (1), and then pull the bezel off the drive (2).
To install the optical drive, reverse the removal procedure.
Front bezel
To remove the front bezel, use these procedures.
Before removing the front bezel, follow these steps:
3. Remove the optical drive (see Optical drive on page 25).
Remove the front bezel:
■ Pull the three tabs upward (1), and then rotate the bezel off the computer (2).

To install the front bezel, reverse the removal procedure.
Hard drive
To remove a hard drive, use these procedures.
● The primary Serial ATA (SATA) hard drive must be connected to the dark-blue primary SATA connector
labeled SATA0 on the system board.
● Connect an optical drive to the connector on the system board labeled SATA1.
IMPORTANT: To prevent loss of work and damage to the computer or drive:
If you are inserting or removing a drive, shut down the operating system properly, turn off the computer, and
unplug the power cord. Do not remove a drive while the computer is on or in standby mode.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Handle a drive carefully; do not drop it.
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.
If a drive must be mailed, place the drive in a bubble-pack mailer or other protective packaging and label the
package “Fragile: Handle With Care.”
Before removing the hard drive, follow these steps:
4. Remove the front bezel (see Front bezel on page 26).
Remove the hard drive:
1. Remove the Torx screw (1) that secures the drive cage to the computer.
2. Rotate the drive cage upright (2) and then remove it from the computer (3).
Hard drive 27
3. Remove the four Torx screws that secure the hard drive to the front of the computer.
4. Disconnect the power cable (1) and drive cable (2) from the rear of the hard drive.

5. Remove the drive from the computer (3).
To install a hard drive, reverse the removal procedures.
Card reader
To remove the card reader, use these procedures.
Before removing the card reader, follow these steps:
4. Remove the hard drive cage (see Hard drive on page 27).
Remove the card reader:
1. Remove the Torx screw (1) that secures the card reader to the system board.
2. Disconnect the cable from the system board (2).
3. Remove the card reader from the system board (3).
Card reader 29
To install the card reader, reverse the removal procedure.
Optical drive cage

To remove the optical drive cage, use these procedures.
Before removing the optical drive cage, follow these steps:
Remove the optical drive cage:
1. Remove the Torx screw (1) that secures the optical drive cage to the front of the computer.
2. Rotate the cage upward to approximately 45° (2), and then pull it away from the chassis to remove it (3).

To install the optical drive cage, reverse the removal procedures.
WLAN module
To remove the WLAN module, use these procedures.
For a list of available WLAN modules, see Computer major components on page 4.
Before removing the WLAN module, follow these steps:
5. Remove the optical drive cage (see Optical drive cage on page 30).
Remove the WLAN module:
1. Disconnect the antenna cables from the module (1).
2. Remove the screw (2) that secures the module to the computer.
WLAN module 31
3. Pull the module to remove it from the socket (3).
4. If the WLAN antenna is not connected to the terminal on the WLAN module, you must install a protective
sleeve on the antenna connector, as shown in the following illustration.
To install the WLAN module, reverse the removal procedure.
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
NOTE: When installing a WLAN module, be sure to match the number label on the cable to the number
printed next to the connector on the module.

Solid-state drive
The M.2 solid-state drive module is located under the drive cage. To remove the solid-state drive module, use
these procedures.
For a list of available solid-state drives, see Computer major components on page 4.
Before removing the solid-state drive module, follow these steps:
Remove the solid-state drive module:
1. Remove the screw that secures the drive (1).
2. Pull the drive out of the connector (2).
To install the solid-state drive module, reverse the removal procedure.
Battery
To remove the battery, use these procedures. 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 V 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 (140°F).
Solid-state drive 33
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water.
Replace the battery only with the HP spare part that is designated for this product.
IMPORTANT: Before replacing the battery, back up the computer CMOS settings. When the battery is
removed or replaced, the CMOS settings are cleared.
Static electricity can damage the electronic components of the computer or optional equipment. Before
beginning these procedures, be sure that you are discharged of static electricity by briefly touching a
grounded metal object.
NOTE: You can extend the lifetime of the lithium battery by plugging the computer into an AC outlet. The
lithium battery is used only when the computer is not connected to AC power.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, go to http://www.hp.com/recycle.
Before removing the battery, follow these steps:
Remove the battery:
1. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the
battery (1). When the battery pops up, lift it out (2).
2. Slide the replacement battery into position with the positive side up. The battery holder automatically
secures the battery in the proper position.
Rear fan
To remove the rear fan, use these procedures.
Before removing the rear fan, follow these steps:

Remove the rear fan:
1. Remove the three Phillips screws (1) that secure the fan to the inside-rear of the chassis.
2. Disconnect the fan cable from the system board (2), and then remove the fan from the computer (3).
To install the rear fan, reverse the removal procedures.
Heat sink with fan

To remove the heat sink with fan, use these procedures.
IMPORTANT: The bond between the heat sink and the processor can be very tight.
If the computer will turn 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 it
easier to separate them.
Do not pull the processor out of the socket when you lift the heat sink, especially if you cannot warm the
heat sink before removal. Inadvertently removing the processor can damage the pins.
Before removing the heat sink with fan, follow these steps:
Remove the heat sink with fan:
Heat sink with fan 35

1. Loosen the four captive Torx screws (1) that secure the fan sink to the system board tray.
IMPORTANT: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to evenly apply
the downward forces on the processor. The pins on the socket are fragile, and any damage to them could
require replacing the system board.
2. Disconnect the fan cable from the system board (2).
3. Lift the fan sink from the processor (3).
4. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board
components each time the heat sink is removed. Replacement thermal material is included with the heat
sink and system board spare part kits.
IMPORTANT: Tighten heat sink retaining screws in diagonally opposite pairs (as in an X) to evenly seat the
heat sink on the processor to avoid damage that could require replacing the system board.
To replace the heat sink with fan, reverse the removal procedures.
Processor
To remove the processor, use these procedures.
For a list of available processors, see Computer major components on page 4.
Before removing the processor, follow these steps:
3. Remove the heat sink with fan (see Heat sink with fan on page 35).
Remove the processor:

1. Pull the locking lever away from the processor (1), and then rotate the lever to its fully open position (2).
2. Raise and rotate the microprocessor retainer to its fully open position (3).
3. Carefully lift the processor from the socket (4).
IMPORTANT: Do not handle the pins in the processor socket. These pins are fragile, and handling them
could cause irreparable damage. If pins are damaged, you might have 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.
To replace the processor, reverse the removal procedures.
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.
Power supply
To remove the power supply, use these procedures.
Before removing the power supply, follow these steps:
Remove the power supply:
1. Disconnect the power supply cables from the following system board connectors:
PWR (1)
Power supply 37
PWRCMD (2)
PWRCPU (3)
2. Remove the power supply cables from the clips inside of the computer.
3. Remove the three Torx screws (1) that connect the power supply to the rear of the chassis.
4. Press the release lever at the front of the power supply (2), slide the power supply toward the front of
the computer, and then lift the power supply out of the chassis (3).
To install the power supply, reverse the removal procedures.

System board
To remove the system board, use these procedures.
NOTE: All system board spare part kits include replacement thermal material.
Before removing the system board, follow these steps:
7. When replacing the system board, be sure that the following components are removed from the defective
system board and installed on the replacement system board:
● Memory modules (see Memory modules (DIMMs) on page 19)
● Expansion cards (see Expansion card on page 21)
● WLAN module (see WLAN module on page 31)
● Solid-state drive (see Solid-state drive on page 33)
● Card reader (see Card reader on page 29)
● Heat sink with fan (see Heat sink with fan on page 35)
● Processor (see Processor on page 36)
Remove the system board:
1. Disconnect all cables from the system board, and make note of their locations for installation.
2. Remove the eight Torx screws (1) that secure the system board to the computer.
3. Slide the system board toward the front of the chassis (2), and then remove the system board from the
computer (3).
System board 39
To install the system board, reverse the removal procedures.
NOTE: When replacing the system board, you must change the chassis serial number in the BIOS.
When replacing the system board, you must reprogram the SMBIOS information about the affected computer.
Failure to reprogram the board can result in eventual failure, such as an activation failure (requiring
reactivation of the computer) or a system recovery failure. You can update the SMBIOS information in
Computer Setup.
System board connections

Use this illustration and table to determine system board connection locations.

Table 4-1 System board connections
Item Component Item Component
(1) Card reader (12) Memory module
(2) Power supply (13) Optical drive power
(3) CMOS/password reset (14) Drive power
(4) Expansion card (15) WLAN module
(5) Expansion card (16) Solid-state drive (M.2)
(6) Expansion card (17) RTC battery
(7) System fan (18) Optical drive
(8) Processor socket (19) Hard drive
(9) Power supply (20) Hard drive
(10) Heat sink fan (21) Power supply
(11) Memory module
Wireless antennas and cables

To remove the wireless antennas and cables, use these procedures. The cables route from the WLAN module
to the antennas mounted on the front of the computer.
Before removing the wireless antennas and cables, follow these steps:
Wireless antennas and cables 41

5. Disconnect the antenna cables from the WLAN module (see WLAN module on page 31).
Remove the wireless antennas:
1. Remove the Torx screws (1) that secure the antennas to the front of the chassis, and then remove the
antennas from the chassis (2).
The computer might be equipped with one or two antennas, depending on the configuration.
2. Remove the cable from the clips in the front of the chassis (1), and then pull the cable out through the
hole on the right side of the front of the chassis (2).

To install the wireless antennas and cables, reverse the removal procedures.
Wireless antennas and cables 43

5 Troubleshooting without diagnostics
Use these sections to identify and correct minor problems.
CAUTION: Misuse of the computer or failure to establish a safe and comfortable work environment can
result in discomfort or serious injury. See the Safety & Comfort Guide at http://www.hp.com/ergo for more
information about choosing a workspace and creating a safe and comfortable work environment. For more
information, see the Safety & Regulatory Information guide.
Before you call for technical support

If you are having problems with the computer, try these solutions to isolate the exact problem before calling
for technical support.
● Run the HP diagnostic tool.
● Run the hard drive self-test in Computer Setup.
● Check the power light on the front of the computer to see if it is blinking red. The blinking lights are error
codes that will help you diagnose the problem.
● If you are working on a network, plug another computer with a different cable into the network
connection. There might 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.
● 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.”
● See the comprehensive online technical support at http://www.hp.com/support.
Access HP Business Solutions at https://www.hp.com/us-en/solutions/business-solutions.html 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 tasks to ensure that
your service call is handled properly:
● Be in front of your computer when you call.
● Before you call, write down the computer serial number and product ID number.
● 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.
44 Chapter 5 Troubleshooting without diagnostics

● 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).
IMPORTANT: 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 or software, see this list of general suggestions before taking
further action.
● Check that the computer is plugged into a working electrical outlet.
● Check that the computer is turned on and the white power light is on.
● Check the power light on the front of the computer to see if it is blinking red. The blinking lights are error
codes that help you diagnose the problem.
● 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, and 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, and then plug it in again. The computer will restart if it
is set to turn on automatically as soon as power is restored in Computer Setup. If it does not restart, press
the power button to start the computer.
● 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 (such as a 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.
NOTICE: 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.
Solving general problems

You might be able to easily resolve the general problems described in this section. If a problem persists
and you cannot resolve it yourself or if you feel uncomfortable about performing the operation, contact an
authorized dealer or reseller.
CAUTION: 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, hot surfaces, or both, be sure to disconnect
the power cord from the AC outlet and allow the internal system components to cool before touching.
Helpful hints 45
Cannot access the Computer Setup (F10) Utility when booting the computer
Use this information to troubleshoot the computer.
Cause Solution
The Computer Setup (F10) Utility is set to Fast Before turning on the computer, press and hold f10. Turn on the computer
Boot, causing the F10 access screen to display and continue to hold F10 until the Computer Setup (F10) Utility is displayed.
too briefly when booting the computer. - or –
Follow the Windows® instructions for rebooting the computer into the
Computer Setup (F10) Utility.
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 1. Press and hold the power button for at least 4 s until the computer
functional. 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.
IMPORTANT: When attempting to resume from Sleep state, do not hold
down the power button for more than 4 s. Otherwise, the computer shuts
down and you lose any unsaved data.
System has locked up. Restart computer.
USB cables may not be seated properly. Disconnect, and then reconnect USB cables to keyboard and mouse.
Computer date and time display is incorrect

Cause Solution
RTC (real-time clock) battery may need to be Reset the date and time under Control Panel. (Computer Setup can also be
replaced. used to update the RTC date and time.) If the problem persists, replace the
RTC battery. See the Removal and Replacement section for instructions about
installing a new battery, or contact an authorized dealer or reseller for RTC
battery replacement.
To access Control Panel in Windows, type control panel in the taskbar
search box, and then select Control Panel.
There is no sound or sound volume is too low


Cause Solution
System volume might be set low or muted. 1. Check the front panel to see if an amber light indicates the system has
been muted. Tap the touch-sensitive button to toggle the mute on and
off.
2. Check the Computer Setup settings to be sure that the internal

system speaker is not muted. This setting does not affect the external
speakers.
3. Be sure that the external speakers are properly connected and powered
on and that the speakers' volume control is set correctly.
4. Use the system volume control available in the operating system to be

sure that 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, Unlock the Smart Cover Lock using Computer Setup.
is locked. 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. Be sure that airflow to the computer is not blocked. Leave a 10.2 cm
(4 inch) clearance on all vented sides of the computer to permit the
required airflow.
2. Be sure that fans are connected and working properly (some fans only
operate when needed).
3. Be sure that 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.
Hard drive fragmented. Defragment hard drive.
Program previously accessed did not release Restart the computer.

reserved memory back to the system.
Virus resident on the hard drive. Run virus protection program.
Too many applications running. 1. Close unnecessary applications to free memory.
2. Add more memory.
3. Some applications run in the background and can be closed by right-

clicking their corresponding icons in the task tray.
Cannot remove computer cover or access panel 47

Some software applications, especially games, 1. Lower the display resolution for the current application or consult the
are stressful on the graphics subsystem. 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.
Computer turned off automatically and the power light blinks red four times and then
white two times
Cause Solution
Processor thermal protection activated. A fan 1. Be sure that the computer air vents are not blocked and the processor
might be blocked or not turning, or the heat sink cooling fan is running.
is not properly attached to the processor.
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, be sure that the
fan cable is plugged onto the system board header.
3. If a fan is plugged in and not spinning, replace it.
System does not turn on and the lights on the front of the computer are not blinking
Cause Solution
System unable to power on. Press and hold the power button for fewer than 4 s. If the hard drive light
turns white:
1. If the computer has a voltage selector, check that the voltage selector
(located on the rear of the power supply) is set to the appropriate
voltage. The 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 s. If the hard drive light does
not turn white:
1. Check whether 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, replace the power button assembly.
5. If the 5V_aux light on the system board is off, replace the power supply.

Solving power problems
These tables provide common causes and solutions for power problems.
Power supply shuts down intermittently

Cause Solution
If the computer has a voltage selector, the Select the proper AC voltage using the selector switch.
voltage selector switch on the rear of the
computer chassis (select products only) is not
switched to the correct line voltage (115 V or
230 V).
Power supply will not turn on because of Replace the power supply.
internal power supply fault.
Computer turned off automatically, power light blinks red two times followed by a
two-second pause, and the computer beeps two times (beeps stop after fifth iteration
but lights continue blinking)
Cause Solution
Processor thermal protection activated. A fan 1. Be sure that the computer air vents are not blocked and the processor
might be blocked or not turning, or the heat sink cooling fan is running.
is not properly attached to the processor.
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, be sure that the
fan cable is plugged onto the system board header.
3. If the fan is plugged in and not spinning, replace it.
Power light blinks red four times followed by a two-second pause and the computer
beeps four times (beeps stop after fifth iteration but lights continue blinking)
Solving power problems 49

Cause Solution
Power failure (power supply is overloaded). 1. If the computer has a voltage selector, check that the voltage selector,
located on the rear of the power supply (select products only), is set to
the appropriate voltage. Proper voltage setting depends on your region.
2. Open the access panel, and be sure that the power supply cable is
seated into the connector on the system board.
3. Check whether a device is causing the problem by removing all attached

devices (such as hard drives or optical drives and expansion cards). Turn
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.
Solving hard drive problems

These tables provide common causes and solutions for hard drive problems.
Hard drive error occurs

Cause Solution
Hard disk has bad sectors or has failed. 1. In Windows, 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 a drive, select Properties, and then select the Tools tab.
Under Error checking, select Check.
2. Use a utility to locate and block usage of bad sectors. If necessary,

reformat the hard disk.
Disk drive transaction problem

Cause Solution
Either the directory structure is bad or there is a In Windows, type file in the taskbar search box, and then select File
problem with a file. Explorer from the list of applications. In the left column, expand This PC,
right-click a drive, select Properties, and then select the Tools tab. Under
Error checking, select Check.
Drive not found (identified)

Cause Solution
Cable could be loose. Check cable connections.

The system might not have automatically See reconfiguration directions in the Solving hardware installation problems
recognized a newly installed device. on page 55 section. If the system still does not recognize the new device,
check to see if the device is listed in 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 add a
POST delay under Advanced > Boot Options.
The device is attached to a SATA port that has Run the Computer Setup utility and be sure that Device Available is selected
been hidden in Computer Setup. for the device's SATA port in Advanced > Port Options.
Drive responds slowly immediately after startup. Run Computer Setup and increase the POST Delay in Advanced > Boot
Options.
Nonsystem disk/NTLDR missing message

Cause Solution
The system is trying to start from the hard drive, Perform Drive Protection System (DPS) testing in system ROM.
but the hard drive might have been damaged.
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 Run the Computer Setup utility, and enable the hard drive entry in the
Setup. Advanced > Boot Options list.
Bootable hard drive is not attached as first in a If attempting to boot from a hard drive, be sure that it is attached to the
multiple hard drive configuration. system board dark blue SATA connector.
Bootable hard drive is not listed first in the Boot Run the Computer Setup utility, and select Advanced > Boot Options, and be
Order. sure that 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 1. Check SATA cable connections.
been hidden in Computer Setup.
2. Run the Computer Setup utility, and be sure that Device Available is
selected for the device's SATA port in Advanced > Port Options.
Boot order is not correct. Run the Computer Setup utility, and change boot sequence in Advanced >
Boot Options.
Hard drive is damaged. Observe whether the front panel power light is blinking red and whether any
beeps are heard.
See the Worldwide Limited Warranty for terms and conditions.
Computer seems to be locked up

Nonsystem disk/NTLDR missing message 51

Cause Solution
Program in use has stopped responding to 1. Use the task manager to close programs that do not respond.
commands.
2. Attempt the normal Windows shutdown 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 audio problems

If the computer has audio features and you encounter audio problems, see the common causes and solutions
listed in these tables.
Sound cuts in and out

Cause Solution
Processor resources are being used by other Shut down all open processor-intensive applications.
open applications.
Sound does not come out of the speaker or headphones

Cause Solution
Software volume control is turned down or Double-click the Speaker icon on the taskbar, be sure that Mute is not
muted. selected, and use the volume slider to adjust the volume. You can perform
this action with the touch-sensitive buttons on the front of the computer.
Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Advanced > Built-in Device Options.
The external speakers are not turned on. Turn on the external speakers.
Headphones or devices connected to the line- Turn on and use headphones or external speakers, if connected, or
out connector mute the internal speaker. disconnect headphones or external speakers.
Computer is in the Sleep state. Press the power button to resume from the Sleep state.
IMPORTANT: When attempting to resume from the Sleep state, do not
hold down the power button for more than 4 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 > Built-in
Device Options.
Some applications can select which audio output Be sure that the application has selected the correct audio device.
device is used.
The operating system controls might be set Set the operating system to use the correct audio device.
to use a different audio device as the default
output device than what is expected.
Computer appears to be locked up while recording audio


Cause Solution
The hard disk might be full. Before recording, be sure that 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 In the audio driver or application software, reconfigure the jack or set the jack
application software. to its default value.
Solving printer problems

If you encounter printer problems, see the documentation that came with the printer and the common causes
and solutions listed in these tables.
Printer will not print

Cause Solution
Printer is not turned on and online. Turn the printer on and be sure that it is online.
The correct printer drivers for the application are 1. Install the correct printer driver for the application.
not installed.
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 select OK.
If you are on a network, you might not have Make the proper network connections to the printer.
made the connection to the printer.
Printer might have failed. Run printer self-test.
Printer will not turn on

Cause Solution
The cables might not be connected properly. Reconnect all cables, and check the power cord and electrical outlet.
Printer prints garbled information

Line-in jack is not functioning properly 53

Cause Solution
The correct printer driver for the application is Install the correct printer driver for the application.
not installed.
The cables might not be connected properly. Reconnect all cables.
Printer memory might be overloaded. Reset the printer by turning it off for 1 min, and then turn it back on.
Printer will not print

Cause Solution
The printer might be out of paper. Check the paper tray, and refill it if it is empty.
Solving keyboard and mouse problems

If you encounter keyboard or mouse problems, see the documentation that came with the equipment and the
common causes and solutions listed in these tables.
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, and then restart the
computer.
Program in use has stopped responding Shut down your computer using the mouse, and then restart the computer.
to commands.
Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.
IMPORTANT: When attempting to resume from the Sleep date, do not hold
down the power button for more than 4 seconds. Otherwise, the computer
will shut down, and you will lose any unsaved data.
Mouse does not respond to movement or is too slow

Cause Solution
Mouse connector is not properly plugged into Shut down the computer using the keyboard.
the back of the computer.
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 scroll to and select the power icon at the top right
on the menu, 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 Shut down the computer using the keyboard, and then restart the computer.
to commands.
Mouse might need repair. See the Worldwide Limited Warranty for terms and conditions.
IMPORTANT: When attempting to resume from the Sleep state, do not
hold down the power button for more than 4 seconds. Otherwise, the
computer will shut down, and you will lose any unsaved data.
If using a wireless mouse, you might need to Follow the instructions that came with the mouse.
resynchronize the mouse with the computer.
Solving hardware installation problems

You might 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 device that is not plug and play, 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 type .
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, hot surfaces, or both, be sure to disconnect
A new device is not recognized as part of the system

Cause Solution
Cables of new external device are loose or power Be sure that all cables are properly and securely connected and that pins in
cables are unplugged. the cable or connector are not bent down.
Power switch of new external device is not Turn off the computer, turn on the external device, and then turn on the
turned on. computer to integrate the device with the computer system.
When the system advised you of changes to the Reboot the computer and follow the instructions for accepting the changes.
configuration, you did not accept them.
A plug and play board might not automatically Use Windows Device Manager to clear the automatic settings for the board,
configure when added if the default and choose a basic configuration that does not cause a resource conflict. You
configuration conflicts with other devices. can also use Computer Setup to reconfigure or disable devices to resolve the
resource conflict.
To access Device Manager in Windows, type device manager in the
taskbar search box, and then select Device Manager from the list of
applications.
USB ports on the computer are disabled in Run the Computer Setup utility and ensure that Device available is selected
Computer Setup. for appropriate USB ports under Advanced > Port Options.
Computer will not start

Solving hardware installation problems 55

Cause Solution
Wrong memory modules were used in the 1. Review the documentation that came with the system to determine if
upgrade, or memory modules were installed in you are using the correct memory modules and to verify the proper
the wrong location. installation.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be

installed before DIMM3.
2. Observe the beeps and lights on the front of the computer. Beeps and
blinking lights are codes for specific problems.
3. If you still cannot resolve the issue, contact Customer Support.
Power light blinks red three times and then white two times
Cause Solution
Memory is installed incorrectly or is bad. IMPORTANT: 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. Turn on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be

installed before DIMM3.
3. Replace third-party memory with HP memory.
Solving network problems

Some common causes and solutions for network problems are listed in these tables. The guidelines do not
discuss the process of debugging the network cabling.
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.

applications.
Incorrect network driver. Check the network controller documentation for the correct driver or obtain
the latest driver from the manufacturer’s website.

Network status link light never blinks
NOTE: The network status light is supposed to blink 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.
applications.
Network controller is disabled. 1. Run Computer Setup and enable network controller.
2. Enable the network controller in the operating system using Device

Manager.

applications.
Network driver is not properly loaded. Reinstall network drivers.
System cannot autosense the network. Disable autosensing capabilities, and force the system into the correct
operating mode.
Diagnostics reports a failure

Cause Solution
The cable is not securely connected. Be sure 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. Be sure that the cable is attached to the correct connector.
There is a problem with the cable or a device at Be sure that the cable and device at the other end are operating correctly.
the other end of the cable.
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 Be sure that the network drivers are loaded and that the driver parameters
parameters do not match current configuration. match the configuration of the network controller.
Be sure that the correct network client and protocol is installed.
The network controller is not configured for this Select the Network and Sharing Center icon in the Control Panel, and
computer. configure the network controller.
To access Control Panel in Windows, type control panel in the taskbar
search box, and then select Control Panel from the list of applications.
Network status link light never blinks 57

Network controller stopped working when an expansion board was added to the
computer
Cause Solution
The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a
new expansion board were installed.
Network controller stops working without apparent cause

Cause Solution
The cable is not securely connected. Be sure 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.
Cannot connect to network server when attempting remote system installation

Cause Solution
The network controller is not configured Verify network connectivity, that a DHCP Server is present, and that the
properly. Remote System Installation Server contains the network interface card (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 these tables.
IMPORTANT: Power can 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.
NOTE: The memory count will be affected by configurations with the Management Engine (ME) enabled.
The ME uses 8 MB of system memory in single-channel mode or 16 MB 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.

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 Verify that a memory module is installed in the DIMM1 or XMM1 socket on the
or XMM1 socket. system board. This socket must be populated with a memory module.
Memory module is not the correct type or speed Replace module with the correct industry-standard device for the computer.
grade for the system, or the new memory On some models, ECC and non-ECC memory modules cannot be mixed.
module is not seated properly.
Out of memory error

Cause Solution
You have run out of memory to run the Check the application documentation to determine the memory
application. requirements.
Memory count during POST is wrong

Cause Solution
The memory modules might not be installed Check that the memory modules have been installed correctly and that
correctly. proper modules are used.
Integrated graphics might use system memory. No action required.
Insufficient memory error during operation.

Cause Solution
Too many Terminate and Stay Resident Delete any TSRs that you do not need.
programs (TSRs) are installed.
You have run out of memory for the application. Check the memory requirements for the application or add more memory to
the computer.
Power light blinks red five times followed by a two-second pause and the computer
beeps five times (beeps stop after fifth iteration but lights continue blinking)
System will not boot or does not function properly after installing additional memory modules 59
Cause Solution
Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Turn on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
Solving USB flash drive problems

If you encounter USB flash drive problems, common causes and solutions are listed in these tables.
USB flash drive is not seen as a drive letter in Windows

Cause Solution
The drive letter after the last physical drive is Change the default drive letter for the flash drive in Windows.
not available.
USB flash drive not found (identified)

Cause Solution
The device is attached to a USB port that has Run the Computer Setup utility and enable USB ports in Advanced > Port
been hidden in Computer Setup. Options.
The device was not properly seated before Be sure that the device is fully inserted into the USB port before applying
startup. 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 Advanced >
Boot Options.
Removable Media Boot is disabled in the Run the Computer Setup utility, and enable booting to removable media in
Computer Setup utility. Advanced > Boot Options. Be sure that USB is enabled in Storage > Boot
Order.
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 internet access problems
If you encounter internet access problems, consult your internet service provider (ISP), or see the common
causes and solutions listed in these tables.
Unable to connect to the internet

Cause Solution
Internet Service Provider (ISP) account is not set Verify Internet settings, or contact your ISP for assistance.
up properly.
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 light on the front of the
cable/DSL modem.
Cable/DSL service is not available or has been Try connecting to the internet at a later time or contact your ISP. (If the
interrupted due to bad weather. cable/DSL service is connected, the cable light on the front of the cable/DSL
modem will be on.)
The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the computer’s
RJ-45 connector. (If the connection is good, the PC 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 1. Type control panel in the taskbar search box, and then select
piece of information that a web server can Control Panel from the list of applications.
store temporarily with the web browser. This is
useful for having the browser remember some 2. Select Internet Options.
specific information that the Web server can
later retrieve.) 3. In the Browsing history section, select the Delete button.
4. Select the Cookies and website data check box, and select the Delete
button.
Cannot automatically launch internet programs

Cause Solution
You must log on to your ISP before some Log on to your ISP and launch the program.
programs will start.
Solving software problems

Most software problems occur as a result of these situations.
● The application was not installed or configured correctly.
● There is insufficient memory available to run the application.
● There is a conflict between applications.
● All the necessary device drivers might not have been installed.
Solving internet access problems 61

● If you have installed an operating system other than the factory-installed operating system, it might not
be supported on the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Computer will not start up and the HP logo does not appear
Cause Solution
ROM issue - POST error has occurred. Observe the beeps and lights on the front of the computer.
See the Worldwide Limited Warranty for terms and conditions.
“Illegal Operation has Occurred” error message is displayed

Cause Solution
Software being used is not Microsoft-certified Verify that the software is certified by Microsoft® for your version of Windows
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.

6 Computer Setup (F10) Utility
This information provides details of the Computer Setup Utility.
● Change settings from the defaults or restore the settings to default values.
● View 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 or USB flash media devices.
● 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 startup.
● Establish an administrator password that controls access to the Computer Setup (F10) Utility and the
settings described in this section.
● Establish minimum requirements for valid passwords, including length and required types of characters.
● Secure integrated I/O functionality, including the serial, USB, or audio, or embedded NIC, so that they
cannot be used until they are unsecured.
● Enable or disable different types of boot sources.
● Configure features such as Secure Boot, power management, virtualization support, and language and
keyboard type used in Setup and POST.
● Replicate the system setup by saving system configuration information about a USB device and restoring
it on one or more computers.
● Enable or disable DriveLock security or securely erase a hard drive (when supported by drive).
Using Computer Setup (F10) Utilities

You can access Computer Setup only by turning the computer on or restarting the system.
To access the Computer Setup Utilities menu, complete these steps:
1. Turn on or restart the computer.
2. Repeatedly press f10 when the power button light turns white to access the utility.
You can also press esc to see a menu that allows you to access different options available at startup,
including the Computer Setup utility.
A choice of four headings appears in the Computer Setup Utilities menu: Main, Security, Advanced, and
UEFI Drivers.
NOTE: If you do not press f10 at the appropriate time, you must restart the computer and again
repeatedly press f10 when the power button light turns white to access the utility.
NOTE: Selecting UEFI Drivers restarts the computer into the third-party option ROM management
application. You can access this application directly by pressing f3 during startup.
Computer Setup (F10) Utility 63

3. Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys
to select the option you want, and then press enter. To return to the Computer Setup Utilities menu,
press esc.
4. To apply and save changes, select Main > Save Changes and Exit.
● If you have made changes that you do not want applied, select Ignore Changes and Exit.
● To restore settings from the Advanced and Main menus to original values, select Apply Factory
Defaults and Exit.
● To restore settings from the Advanced and Main menus to those previously saved by Save Custom
Defaults, select Apply Custom Defaults and Exit. If no custom defaults have been saved, factory
defaults are used.
NOTE: You cannot modify settings in the Security menu by selecting Apply Defaults. You reset those
values by selecting Restore Security Settings to Factory Defaults at the bottom of the Security menu.
NOTE: Not all settings shown in the following sections are available for all models.
IMPORTANT: Do not turn computer power off while the BIOS is saving the Computer Setup (F10) changes
because the settings could become corrupted. It is safe to turn off the computer only after exiting the F10
Setup screen.
Computer Setup Main

This table provides information about the Computer Setup Main menu.
NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration.
64 Chapter 6 Computer Setup (F10) Utility

Table 6-1 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.
● Product name
● Installed memory size
● Processor type
● Processor cache size (L1/L2/L3)
● Processor speed
● MicroCode revision
● Processor stepping
● Memory speed
● DIMM size (for each installed module)
● System BIOS version
● ME Firmware version (Intel only)
● Video BIOS version
● Reference code revision
● Super I/O firmware version
● USB Type-C® controller firmware version
● Born on date
● Serial number
● SKU number
● UUID (Universally Unique Identifier)
● Asset tracking number
● Feature byte
● Build ID
● Product family
● System board ID
● System board CT number
● Panel type
● Panel serial number
● Integrated MAC Address
Computer Setup Main 65

Table 6-1 Computer Setup Main (continued)
Option Description
System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application launches. If HP Advanced
Diagnostics is not installed, a basic version that is built into the BIOS provides the capability to perform
the following functions:
● Memory Test
● Hard Drive Check
● Language
BIOS Event Log View BIOS Event Log
Displays a list of events, alerts, or warnings that have been logged since the log was last cleared.
Export to USB Key
Saves a file named BiosEventLog.txt containing the log entries to an inserted USB storage device.
Clear BIOS Event Log on Next Boot
When selected, the BIOS clears the event log when the user saves and exits. Default is disabled.

Option Description
Update System BIOS Lets you update the system BIOS from www.hp.com or another network server, from a removable USB
drive, or from a file located on the hard drive.
Check [current selection] for BIOS Updates
The string that appears here depends on the setting in BIOS Update Preferences.
Lock BIOS Version
If this option is selected, the system is locked to the current BIOS version, and updates are not allowed.
Native OS Firmware Update Service
Allows the operating system to drive firmware updates (for example, Windows Update).
BIOS Rollback Policy
■ Unrestricted Rollback to older BIOS: Lets you roll back to any previous version of BIOS.
■ Restricted Rollback to older BIOS: If selected, Minimum BIOS Version becomes active, which lets you
manually enter the minimum BIOS version that you can roll back to.
Minimum BIOS Version
Defaults to current version. Read-only unless restricted rollback is selected.
Allow BIOS Updates Using a Network
Lets you configure scheduled, automatic BIOS updates through the network.
BIOS Update Preferences
■ Check for Update on Next Reboot: Default is disabled.
■ BIOS Source: Lets you select either HP.com or a custom URL. If Custom URL is selected, Edit Custom
URL becomes active. HP recommends using a custom URL only for a managed IT environment.
Automatic BIOS Update Setting
Allows configuration of a periodic check for updates:
NOTE: If Windows BitLocker Drive Encryption (BDE) is enabled, it must be temporarily suspended before
the BIOS is flashed.
■ Do not update
■ Checking for updates and prompt the user to accept or reject the update at that time
■ Checking for updates and install all new versions
■ Checking for updates and install only new versions marked important
BIOS Update Frequency
■ Daily
■ Weekly
■ Monthly (default)
Network Configuration Settings
Lets you configure the network connection to the server that is the host for system firmware updates.
Update BIOS Using Local Media
Lets you access files on either USB storage or the hard drive. The HP BIOS Update and Recovery
application included in BIOS Softpaqs at www.hp.com copies the BIOS file to the correct location on
the hard drive or USB device.
Computer Setup Main 67

Option Description
Change date and time Lets you update system date and time.
System IDs Lets you set the following values:
● Asset Tracking Number
● Ownership Tag
Replicated Setup Back up current settings to USB device
Saves system configuration to a formatted USB flash media device.
Restore current settings from USB device
Restores system configuration from a USB flash media device.
Save Custom Defaults Saves the current system configuration settings as the custom default set.
Apply Custom Defaults Applies the custom default settings to the computer after rebooting. Does not apply to options in the
and Exit Security menu.
Apply Factory Defaults Restores the factory system configuration settings to the computer after rebooting. Does not apply to
and Exit options in the Security menu.
Ignore Changes and Exit Exits Computer Setup without applying or saving any changes.
Save Changes and Exit Saves changes to current system configuration, exits Computer Setup, and reboots.
Computer Setup Security

This table provides information about the Computer Setup Security menu.
Table 6-2 Computer Setup Security
Option Description
Create BIOS Administrator Lets you set and enable a BIOS administrator password, which controls access to the following features:
Password
● Setup Menu (F10)
● Third Party Option ROM Management (F3)
● Update system ROM
● WMI commands that change system settings
● BIOS Configuration Utility (BCU)
● Alternative power-on password
NOTE: Creating a BIOS user disables the Fast Boot option.
Change BIOS Lets you change the BIOS administrator password.

Administrator Password
(This selection is You must know the current password to be able to change it.
active only if a BIOS
administrator password is
set.)

Table 6-2 Computer Setup Security (continued)
Option Description
Create POST Power-On Lets you change or delete power-on password. The power-on password prompt appears after a power
Password cycle or reboot. If the user does not enter the correct power-on password, the unit will not boot.
Change POST Power-On Lets you change the POST power-on password.
Password (This selection
is active only if a BIOS You must know the current password to be able to change it.
administrator password is
set.)
Password Policies Let you set the guidelines for a valid password. Options include:
● Password minimum length
● Requires at least one symbol
● Requires at least one number
● Requires at least one uppercase character
● Requires at least one lowercase character
● Allow spaces
Administrator Lets you set limitations on some boot features restricting them to admin only, including:
Authentication Policies
● Prompt for administrator authorization to access:
– Boot menu in POST
– System Recovery
– Network boot
– BIOS update
● Allow the use of administrator credentials to modify the power-on password.
Computer Setup Security 69

Option Description
Security Configuration TPM Embedded Security
● TPM Specification Version
Displays the current Trusted Platform Module (TPM) version.
● TPM Device
Lets you set the TPM as available or hidden. Default is available.
● TPM State
Select to enable the TPM. Default is disabled.
● Clear TPM
Select to reset the TPM to an unowned state. After the TPM is cleared, it is also turned off. To
temporarily suspend TPM operations, turn the TPM off instead of clearing it. Default is no.
IMPORTANT: Clearing the TPM resets it to factory defaults and turns it off. You will lose all created
keys and data protected by those keys.
● TPM Activation Policy
○ F1 to boot
○ Allow user to reject (default)
○ No prompts
BIOS Sure Start
● Verify Boot Block on every boot: Select to enable HP Sure Start. Default is disabled.
● BIOS Data Recovery Policy: Select Automatic or Manual to determine data recovery process. Manual
recovery is intended only for situations when you want forensic analysis 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 local user enters the manual recovery key sequence. This can result in a computer that
cannot boot until the manual recovery key sequence is entered.
● Network Controller Configuration Restore: Select to restore the network controller parameters to the
factory state saved in the HP Sure Start Private nonvolatile (flash) memory. This setting is available
only on computers with built-in NIC.
NOTE: This process can take up to 30 seconds. You need to restore this only when the Network
Controller Configuration mismatch warning is set.
● Dynamic Runtime Scanning of Boot Block: Verifies the integrity of the BIOS boot block region several
times each hour while the computer is running. Default is enabled.
● Sure Start BIOS Settings Protection: When enabled, HP Sure Start locks all critical BIOS settings and
provides enhanced protection for these settings using nonvolatile (flash) memory. Default is off.
NOTE: An administrator password must be set to activate this setting.
● Sure Start Secure Boot Keys Protection: Saves a backup copy of Secure Boot Keys so that they can be
recovered if someone attempts to alter them in an unauthorized manner.
● Enhanced HP Firmware Runtime Intrusion Prevention and Detection: Enables monitoring of HP

system firmware executing out of main memory while the operating system is running. Any
anomalies detected in HP system firmware that is active while the operating system is running
will result in a Sure Start security event being generated.
● Sure Start Security Event Policy. Controls HP Sure Start behavior upon identifying a critical security
event (any modification to HP firmware) while the operating system is running.
– Log Event Only: HP Sure Start will log all critical security events in the HP Sure Start audio log
within the HP Sure Start nonvolatile (flash) memory.

– Log Event and notify user: In addition to logging all critical security events, HP Sure Start will
notify the user within the operating system that a critical event has occurred.
– Log Event and power off system: In addition to logging all critical security events, HP Sure Start
turns off the computer upon detecting a HP Sure Start Security Event. Because of the potential
Option Description
Utilities Hard Drive Utilities
● Save/Restore GPT of System Hard Drive
Enabling this feature saves the GUID Partition Table (GPT) of the system hard drive. If the GPT is
subsequently changed, the user is prompted to choose whether to restore GPT. Default is disabled.
● Boot Sector (GPT) Recovery Policy
Allows selection of the default action when a GPT event occurs.
● DriveLock/Automatic DriveLock
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 remains inaccessible until one of the passwords is successfully
provided during a subsequent cold-boot sequence.
NOTE: This selection appears only when at least one drive that supports the DriveLock feature is
attached to the system.
IMPORTANT: Be aware that these settings take place immediately. It is not necessary to save.
IMPORTANT: Be sure to document the DriveLock password. Losing a DriveLock password will
render a drive permanently locked.
NOTE: Disable DriveLock on NVMe drives before using applications for hardware-based encryption.
After you select a drive, the following options are available:
- Set DriveLock Master Password. Sets the drive’s master password but does not enable DriveLock.
- Enable DriveLock. Sets the drive’s user password and enables DriveLock.
● Secure Erase
Lets you select a hard drive to completely erase.
After you erase a hard drive with a program that uses Secure Erase firmware commands, no file
recovery program, partition recovery program, or other data recovery method can extract data from
the drive.
● Allow OPAL Hard Drive SID Authentication
BIOS supports drive encryption using the DriveLock feature by creating the storage device’s
ownership key. If BIOS creates the key, any 3rd party applications (including other encryption
software) are not allowed to perform certain drive operations such as establishing their own key
using SID. Encryption software applications may or may not be limited by SID authentication lockout
depending on how they are designed. Default is disabled.
Absolute Persistence Shows the current state of the Absolute Persistence module.
Module Current State
Yes: Disabled
No: Available
System Management Allows authorized personnel to reset security settings during a service event. Default is enabled.
Command
Restore Security Settings This action resets security devices, clears BIOS passwords (not including DriveLock), and restores settings
to Factory Default in the Security menu to factory defaults.
Computer Setup Security 71

Computer Setup Advanced
This table provides information about the Computer Setup Advanced menu.
Table 6-3 Computer Setup Advanced (for advanced users)
Option Heading
Display Language Lets you select the language of the menus in F10 Setup and the keyboard layout.
Scheduled Power-On This feature wakes the system when it is off at a specified date and time.

Table 6-3 Computer Setup Advanced (for advanced users) (continued)
Option Heading
Boot Options Select the devices that the computer can boot from, as well as other options, including:
● Startup Delay (sec): Enabling this feature adds a user-specified delay to the POST process. One
purpose for the delay is to provide additional time to activate hotkeys such as esc for the Startup
Menu or f10 for Computer Setup.
● Fast Boot: Default is enabled.
● CD-ROM Boot (select products only): Default is enabled.
● USB Storage Boot: Default is enabled.
● Network (PXE) Boot: Default is enabled.
● After Power Loss: Default is Power Off.
■ Power off: Causes the computer to remain off when power is restored.
■ Power on: Causes the computer to turn on automatically as soon as power is restored.
■ Previous state: Causes the computer to turn on automatically as soon as power is restored, if it
was on when power was lost.
NOTE: If the system is configured to Power On from Keyboard Ports (see Power Management
Options), this setting is forced to Power On.
● Prompt on Memory Size Change: Default is enabled.
● Prompt on Fixed Storage Change: Default is disabled.
● Audio Alerts During Boot: Default is enabled. When disabled, most audible beeps from errors,
warnings, and password prompts during boot up are suppressed.
● Numlock on at boot: Default is disabled.
● UEFI Boot Order: Specify the order in which UEFI boot sources are checked for a bootable operating
system image. The default boot order is:
1. USB
2. SATA DVD
3. SATA hard drives
4. M.2 devices
5. Network boot
NOTE: Use the UP and DOWN arrows to highlight an item. Press enter to select. Use the UP and DOWN
arrows to move a selected item. Press f5 to enable or disable. Press esc to exit.
NOTE: MS-DOS drive lettering assignments might 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 Startup menu) and then f9 (Boot Menu), or only f9 (skipping the Startup
menu) when the power button light turns white. 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 Advanced 73

Option Heading
HP Sure Recover HP Sure Recover
If enabled and HP Sure Recover is launched, the system firmware honors local and remote requests to
reinstall the operating system. If it is disabled, all requests to reinstall the operating system are ignored.
Default is enabled.
Recover from Network
Allows system firmware to retrieve the recovery agent from the network. If disabled, system firmware
retrieves the recovery agent from a local drive. Default is enabled.
Recover after Boot Failure
If enabled and no bootable UEFI operating system is found, system firmware launches HP Sure Recover.
Default is disabled.
Recover before Boot Failure Recovery
If enabled and HP Sure Recover is launched because of a boot failure, the user is notified of the boot
failure and asked to choose whether to start or cancel HP Sure Recover. This setting is displayed only if
Recover after Boot Failure is selected.
Recovery Agent
Displays recovery agent information. This information is displayed only if Recover from Network is
selected.
Recovery Image
Displays recovery image information. This information is displayed only if Recover from Network is
selected.
OS Recovery Image Version.
Display the version of the recovery image stored in the embedded secure storage device. This information
is displayed only if an embedded secure storage device is installed.
OS Recovery Driver Version
Display the version of the recovery driver stored in the embedded secure storage device. This information
is displayed only if an embedded secure storage device is installed.

Option Heading
System Options Configure storage controller for Intel Optane (Intel products only)
Enables the Intel Optane™ memory module.
Configure storage controller for RAID
Enables RAID. Default is enabled.
Limit PCIe Speed (workstation models only)
Lets you restrict the maximum speed of the PCI Express devices to previous generations. The following
settings are possible:
- Auto
- Gen 1 (2.5 Gbps)
- Gen 2 (5 Gbps)
- Gen 3 (8 Gbps)
Turbo-boost (Intel products only)
Allows Intel Turbo Boost Technology to improve performance when operation conditions allow. Default is
enabled.
Hyperthreading (Intel products only)
Lets you control processor capability. Default is enabled.
Virtualization Technology (VTx) (Intel only)
Controls the virtualization features of the processor. Changing this setting requires turning the computer
off and then back on. Default is disabled.
Virtualization Technology for Directed I/O (VTd) (Intel only)
Controls virtualization DMA remapping features of the chipset. Changing this setting requires turning the
computer off and then back on. Default is disabled.
SVM CPU Virtualization (AMD® products only)
Enables AMD-V and AMD-Vi virtualization features on AMD-based systems
Enhanced Hello Sign-in (systems with supporting hardware for biometric identification only)
Allows for secure logon using the Windows Hello feature.
DMA Protection
Enables DMA redirection using IOMMU for enhanced security. Default is enabled.
NOTE: Requires that VTd is enabled.
Pre-boot DMA protection
Secures memory access through DMA to allowed regions prior to operating system startup.
Full encryption of main memory (DRAM) (select products only)
Stores all data to DRAM in an encrypted format. Default is enabled.
PCI slots (vary by product)
Lets you enable or display PCI slots. Default is enabled.
M.2 slots (vary by product)
Lets you enable or display M.2 slots. Default is enabled.
Power Button Override (disable/4 sec/15 sec/30 sec) Computer Setup Advanced 75
Lets you enable and select the number of seconds you have to hold down the power button for it to force
the system to turn off. Default is 4 sec.
Option Heading
Built-In Device Options Embedded LAN Controller (select products only)
Select to show the device in the operating system. Default is enabled.
Wake On LAN
Lets you either disable the Wake On LAN feature or configure where the computer boots, including the
network or hard drive. Default is boot to network.
LAN Controller Option (1)(2) (select products only)
Enables the integrated network controller in the designated rear option slot.
Dust Filter (select products only)
Dust Filter Reminder (Days) (select products only)
Default is 60.
Allow No Panel configuration (All-in-One 1000 series models only)
Allows operation of the base unit without a boot warning when the panel is not installed.
Integrated Video (models with discrete graphics)
Disables the integrated video device. When not using integrated video, disabling the integrated video will
free some system memory.
VGA Boot Device (models with discrete graphics)
Selects the graphics controller to use as the primary VGA device during boot-up when there are multiple
graphics devices. The firmware can use only one graphics device when booting up.
Video Memory Size
Lets you manage graphics memory allocation. The value you choose is allocated permanently to graphics
and is unavailable to the operating system.
Integrated Camera
Lets you disable the integrated camera. Default is enabled.
Audio Device
Select to show audio devices in the operating system, including integrated microphone, internal speakers,
and headphone out. When selected, operating system visibility of each audio device is controlled
independently. When this setting is cleared, all audio devices are hidden from the operating system.
Individual audio device settings are also disabled. Default is enabled.
Microphone
Clear to disable the integrated microphone. This does not affect devices plugged into audio jacks. The
disable and lock setting prevents other audio ports from being remapped to the microphone function 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. Default is enabled.
Headphone Output
Clear to disable the headphone jack. Default is enabled.
Collaboration Buttons (select products only)
Clear to disable the collaboration buttons. Default is enabled.

Button Sensitivity (select products only)
Controls touch sensitivity of collaboration buttons. Select from low, medium, or high.
Option Heading
Port Options USB ports (varies by model)
Lets you enable specific USB ports. Default is enabled.
USB Legacy Port Charging
Lets you enable USB charging port capability when the computer is in hibernate or shutdown mode.
Default is enabled.
USB Type-C Downstream Charging
Lets you enable USB charging port capability when the computer is in hibernate on or off. Default is
enabled.
Media Card Reader/SD_RDR USB
Enables the media card reader connector (labeled SD_RDR) on a desktop. Default is enabled.
SATA (varies by model)
Lets you hide SATA ports from the operating system. Default is enabled (not hidden).
Serial Port (varies by model)
Lets you enable specific serial ports. Default is enabled.
Serial Port Voltage (Retail Point-of-Sale models only; ports vary by model)
Lets you configure powered serial port voltage selection on RPOS units that include this feature. Default is
0 Volts.
● 0 Volts
● 5 Volts
● 12 Volts
Cash Drawer Port (Retail Point-of-Sale models only)
Controls whether the cash drawer port can be activated. Default is enabled.
Restrict USB Devices
Specify the following categories of USB devices to enable:
● Allow all USB devices (default)
● Allow only keyboard and mouse
● Allow all but storage devices and hubs.
When some devices are restricted, the system will disable USB ports that do not meet the allowed
criteria. This feature is usually combined with similar policies within the operating system because USB
devices can be moved to different ports. The ports disabled by the BIOS remain disabled until the system
is restarted.

Option Heading
Power Management Runtime Power Management

Options
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.
Extended Idle Power States
Allows certain operating systems to decrease the processors power consumption when the processor is
idle. Default is enabled.
S5 Maximum Power Savings
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.
SATA Power Management
Enables or disables SATA bus, device power management, or both. Default is enabled.
PCI Express Power Management
Enabling this option permits the PCI Express links to use Active Power State Management (ASPM) to enter
lower power states while not in use. Default is enabled.
Power On from Keyboard Ports
When enabled, this feature allows a key press to turn on the system when it is off (S5 state). If using a USB
keyboard, you must plug it into one of the rear ports labeled with the keyboard icon. Default is disabled.
Unique Sleep State Blink Rates
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: A normal shutdown goes to the S4 state for Windows 8 or later.
S0 (On) = solid white light.
S3 (Stand By) = 3 blinks at 1 Hz (50% duty cycle) followed by a pause of 2 seconds (white light), repeated
cycles of 3 blinks and a pause.
S4 (Hibernation) = 4 blinks at 1 Hz (50% duty cycle) followed by a pause of 2 seconds (white light),
repeated cycles of 4 blinks and a pause.
S5 (Soft Off) = Light is off.

Option Heading
Remote Management Active Management Technology (AMT)

Options (Intel only)
Allows you to discover, repair, and protect networked computing devices. Default is enabled.
USB Key Provisioning Support
Enables AMT provisioning using a USB storage device. Default is disabled.
USB Redirection Support
USB redirection allows USB devices plugged into a client computer to be transparently redirected to the
guest operating system. Default is enabled.
Unconfigure AMT on next boot. Resets AMT configuration options on next boot. Default is Do Not Apply.
SOL Terminal Emulation Mode
SOL (serial-over-LAN) terminal emulation mode is only activated during remote AMT (Active Management
Technology) redirection operations. The emulation options allow administrators to select which mode
works best with their console. Default is ANSI.
Show Unconfigure ME Confirmation Prompt
Requires user confirmation when unconfiguring the Intel Management Engine. Default is enabled.
Verbose Boot Messages
Verbose boot shows additional logging information during startup, which is mainly for debugging if
something goes wrong during bootup. Default is enabled.
Watchdog Timer
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.
● OS Watchdog Timer (min.). Default is 5 min.
● BIOS Watchdog Timer (min.). Default is 5 min.
CIRA Timeout (min.)
CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active
Management Technology (AMT). Default is 1.

Option Heading
Thunderbolt Options Thunderbolt Mode

(select products only)
Enables Thunderbolt™ connections on the Type-C port. When cleared, disables Thunderbolt connections
on the Type-C port and disables PCIe tunneling on USB4 connections.
Require BIOS PW to change Thunderbolt Security Level
When selected, Thunderbolt Security Level cannot be changed unless a BIOS administrator password has
been created. This setting cannot be disabled if DMA Protection (System Options) is enabled.
Thunderbolt Security Level
● PCIe and DisplayPort – No Security: Any Thunderbolt device detected that requests a PCI-express
connection is connected to the system PCI-express bus without approval by the local user.
● PCIe and DisplayPort – User Authorization (default): Each Thunderbolt peripheral includes a unique
identifier used to determine if the device has been previously connected. If the user previously-
selected Always Connect for a device, it is automatically connected to the PCI-Express bus when
attached.
● PCIe and DisplayPort – Secure Connect: Offers enhanced protection for authenticating a previously-
connected Thunderbolt device beyond relying on its identifier. The device is provisioned with a key
when initially connected, and on subsequent connections a challenge-response is implemented to
verify the device before it is connected to the PCI-express bus.
● DisplayPort only: Permits only USB and DisplayPort™ functionality to be available via the Type-C
Thunderbolt port. PCI-Express will not be connected from the Thunderbolt device to the internal
PCI-express interface, thus any Thunderbolt device that requires PCI-Express will not function
correctly.
Native PCIe Hot Plug
Enables hot plug support to the system PCI-Express bus.
Remote HP PC Hardware Settings

Diagnostics
Sets the configuration for Remote HP PC Hardware Diagnostics, including the URLs used for download and
upload and scheduled execution frequency.
Execute Remote HP PC Hardware Diagnostics
Select to immediately execute Remote HP PC Hardware Diagnostics based on the how settings are
configured. Any unsaved BIOS settings will be lost.

7 POST error messages
This section 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 POST mode selection determines the speed at which the computer loads the operating system and the
extent to which it is tested.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test.
Full Boot runs all of the ROM-based system tests and takes longer to complete.
You can enable Full Boot 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.
NOTE: For more information about Computer Setup, see Computer Setup (F10) Utility on page 63.
POST numeric codes and text messages

This section identifies those POST errors that have numeric codes associated with them. The section also
includes some text messages that you might encounter during POST.
NOTE: The computer beeps once after a POST text message is displayed on the screen.
Table 7-1 POST numeric codes and text messages
Control panel message Description Recommended action
002-Option ROM Checksum Error System ROM or expansion board option 1. Verify the correct ROM.
ROM checksum.
2. Flash the ROM if needed.
3. If an expansion board was recently

added, remove it to see if the
problem remains.
4. Clear CMOS.
5. If the message disappears, there

might be a problem with the
expansion card.
003-System Board Failure DMA or timers. 1. Clear CMOS.
POST error messages 81

Table 7-1 POST numeric codes and text messages (continued)
005-Real-Time Clock Power Loss Invalid time or date in configuration Reset the date and time under Control
memory. RTC (real-time clock) battery Panel (Computer Setup can also be used).
might need to be replaced. If the problem persists, replace the RTC
battery. See the Removal and Replacement
section for instructions on installing a new
battery.
008–Microcode Patch Error Processor is not supported by the BIOS. 1. Upgrade BIOS to proper version.
2. Change the processor.
009–PMM Allocation Error during MEBx Memory error during POST execution 1. Reboot the computer.
Download of the Management Engine (ME) BIOS
Extensions option ROM. 2. Unplug the power cord, reseat 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.
00A-Product Information Not Valid The product information programmed into Use Computer Setup to update this
the system board is missing or invalid. information.
00B-MEBx Module did not checksum Memory error during POST execution 1. Reboot the computer.
correctly of the Management Engine (ME) BIOS
computer.

computer.

system board.
00C-PMM Deallocation Error during MEBx Memory error during POST execution 1. Reboot the computer.
Cleanup of the Management Engine (ME) BIOS
computer.

computer.

system board.
82 Chapter 7 POST error messages

00D-Setup Error during MEBx Execution MEBx selection or exit resulted in a setup 1. Reboot the computer.
failure.
2. Unplug the power cord, reseat the
computer.

computer.

system board.
00E-Inventory Error during MEBx BIOS information passed to the MEBx 1. Reboot the computer.
Execution resulted in a failure.
2. If the error persists, update to the
latest BIOS version.
3. If the error still persists, replace the

system board.
00F-Interface Error during MEBx Execution MEBx operation experienced a hardware 1. Reboot the computer.
error during communication with the ME.
2. If the error persists, update to the
latest BIOS version.
3. If the error still persists, replace the

system board.
100-Front Audio Not Connected Front audio cable has been detached or Reconnect or replace front audio cable.
unseated from system board.
2E1-MemorySize Error Memory amount has changed since the The system memory size is different from
last boot (memory added or removed). the last startup. The most common reason
is the removal of memory from the system
board. Press the f1 key to save the
memory changes.
2E2-Memory Error Memory module configuration failed 1. Be sure that memory modules are
during boot-up. correctly installed.
2. Verify proper memory module type.
3. Remove and replace the identified

faulty memory modules.
4. If the error persists after replacing

memory modules, replace the system
board.
2E3-Incompatible Memory Module in A memory module in memory socket 1. Verify proper memory module type.
Memory Socket(s) X, X, ... identified in the error message is missing
critical SPD information, or is incompatible 2. Try another memory socket.
with the chipset.
3. Replace with a supported module.
2E4-DIMM Configuration Warning Populated DIMM Configuration is not Rearrange the DIMMs so that each channel
optimized. has the same amount of memory.
POST numeric codes and text messages 83

2E5-ECC Memory Module Detected on Recently added memory modules support 1. If additional memory was recently
Unsupported Platform ECC memory error correction. added, remove it to see if the
problem remains.
2. Check product documentation for

memory support information.
2E6–Memory Not Configured Correctly for DIMM1 is not installed. Be sure that a memory module in the
Proper MEBx Execution DIMM1 socket and that it is properly
seated.
300–Configuration Change Warning A change in storage configuration has If no changes were made before this
been detected (see the Boot Options menu warning, check that the drives are
in BIOS Setup to enable this feature). connected properly to power cables and
Either the installed hardware has changed, system board. User Diagnostics (f2 during
storage or firmware mode might have been boot-up) might help identify any problem
changed, or a storage device might have with specific devices.
failed to respond.
301-Hard Disk 1: SMART Hard Drive Hard drive will soon fail. (Some hard drives 1. Determine whether hard drive is
Detects Imminent Failure have a hard drive firmware patch that will giving correct error message. Run the
fix an erroneous error message.) Drive Protection System test under
using F2 Diagnostics when booting
the computer.
2. Apply hard drive firmware

patch if applicable. (Available at
http://www.hp.com/support.)
3. Back up contents and replace hard

drive.
302-Hard Disk 2: SMART Hard Drive Hard drive will soon fail. (Some hard drives 1. Determine whether hard drive is
Detects Imminent Failure have a hard drive firmware patch that will giving correct error message. Run the
the computer.


drive.
309 – 30C: Hard Disk 3–6: SMART Hard Hard drive will soon fail. (Some hard drives 1. Determine whether hard drive is
Drive Detects Imminent Failure have a hard drive firmware patch that will giving correct error message. Run the
the computer.


drive.
3F0–Boot Device Not Found Boot device not found. Insert boot device or load operating
system.

3F1–Hard Disk 1 Error Hard disk 1 error. 1. Check and/or replace cables.
2. Clear CMOS.
3. Replace the hard disk drive.
3F2–Hard Disk 2 Error Hard disk 2 error. 1. Check and/or replace cables.
2. Clear CMOS.
3. Replace the hard disk drive.
400-Serial Port A Address Conflict Both external and internal serial ports are 1. Remove any serial port expansion
Detected assigned to the same resources. cards.
2. Clear CMOS.
3. Reconfigure card resources and/or

run Computer Setup or Windows
utilities.
401-Serial Port B Address Conflict Both external and internal serial ports are 1. Remove any serial port expansion
2. Clear CMOS.

utilities.
402-Serial Port C Address Conflict Detected Both external and internal serial ports are 1. Remove any serial port expansion
assigned to the same resources. cards.
2. Clear CMOS.

utilities.
403-Serial Port D Address Conflict Both external and internal serial ports are 1. Remove any serial port expansion
2. Clear CMOS.

utilities.
419-Out of Memory Space for Option ROMs Recently added PCI expansion card If a PCI expansion card was recently added,
contains an option ROM too large to remove it to see if the problem remains.
download during POST.
41A-Front USB1/USB2 Not Connected Front USB cable has been detached or Reconnect or replace front USB cable.
unseated from system board.
41B-Device in PCI Express Slot Failed To There is an incompatibility or problem with Try rebooting the system. If the error
Initialize a PCIe device and the system or PCIe link reoccurs, the device might not work with
could not be configured to a valid bus this system
width or speed.
43A-USB Type-C I2C Not Connected Cable is required between I2C on card and Install cable between I2C on card and USB-
USB-C® on the system board. C on the system board.
43B-More Than One USB type-C Cards Are More than one USB Type-C card is installed. Remove USB type-C card so only one is
Installed installed.
POST numeric codes and text messages 85

500–BIOS Recovery A system BIOS recovery has occurred. Not applicable.
70x-Wireless Mode Not Supported The system has detected a wireless Replace with a supported module.
module installed in the system that is not
supported and has been disabled.
800-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer

turned off.
2. Check connector for bent or missing

pins.
3. Be sure that none of the keys are

pressed.
4. Replace keyboard.
801-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with
computer turned off.
2. Be sure that none of the keys are

pressed.
3. Replace the keyboard.
900-CPU Fan Not Detected CPU fan is not connected or might have 1. Reseat fan.
malfunctioned.
2. Reseat fan cable.
3. Replace fan.
901-Chassis, Rear Chassis, Front Chassis, Fan is not connected or might have 1. Reseat fan.
or PCIe blower Fan not Detected malfunctioned.
3. Replace fan.
904-SATA Cabling Error One or more SATA devices are improperly Be sure that SATA connectors are used
attached. For optimal performance, the in ascending order. For one device, use
SATA0, SATA1, and SATA2 ports should be SATA0. For two devices, use SATA0 and
used for hard drives before other ports. SATA1. For three devices, use SATA0,
SATA1, and SATA2.
90B-Fan Failure The system has detected that a cooling fan 1. Reseat fan.
is not operating correctly.
3. Replace fan.
90D-System Temperature Thermal shutdown occurred. The system Be sure system has proper airflow.
BIOS has detected that your machine
was previously shut down to avoid
overheating. Overheating might occur if
the cooling vents are blocked or the
operating temperature exceeds the system
specifications. The machine should return
to normal operation once the situation is
resolved.
90E-Power Supply Fan Not detected Power supply fan is not connected or might 1. Reseat power supply fan.
have malfunctioned.
3. Replace power supply fan.

910–Filter Warning Airflow filter is dirty. Replace the airflow filter.
911–Graphics Module Fan Not Detected Graphics card fan is not connected or might 1. Reseat graphics card fan.
have malfunctioned.
3. Replace graphics card fan.
912–Incorrect CPU cooler installed for this The processor cooler/heat sink does not Replace the cooler/heat sink to match the
configuration match processor power requirement. processor power requirement.
Interpreting POST diagnostic front panel lights and audible codes

This section identifies the front panel light codes as well as the audible codes that can occur before or during
POST that might not have an error code or text message associated with them.
CAUTION: 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
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
● AC adapter
● System board power
● Processor failure
● BIOS corruption
● Memory failure
● Graphics failure
● System board failure
● BIOS authentication failure
If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns make up a two-part code:
● Major: The category of the error
● Minor: The specific error within the category
NOTE: Single beep and blink codes are not used.
Table 7-2 Beep pattern error identification
Number of long beeps/blinks Error category
1 Not used
2 BIOS
Interpreting POST diagnostic front panel lights and audible codes 87

Table 7-2 Beep pattern error identification (continued)
Number of long beeps/blinks Error category
3 Hardware
4 Thermal
5 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 five iterations of the pattern and then stop.
● Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Table 7-3 Interpreting POST diagnostic front panel lights and audible codes
Category Major/minor code Description
BIOS 2.2 The main area (DXE) of BIOS has become corrupted, and there is no
recovery binary image available.
2.3 The embedded controller policy requires the user to enter a key
sequence.
2.4 The embedded controller is checking or recovering the boot block.
Hardware 3.2 The embedded controller has timed out waiting for BIOS to return
from memory initialization.
3.3 The embedded controller has timed out waiting for BIOS to return
from graphics initialization.
3.4 The system board displays a power failure (crowbar).*
3.5 The processor is not detected.*
3.6 The processor does not support an enabled feature.
3.7 The access panel/top cover has been opened since last boot.
Thermal 4.2 A processor over temperature condition has been detected.*
4.3 An ambient temperature over temperature condition has been

detected.
4.4 An MXM over temperature condition has been detected.

Table 7-3 Interpreting POST diagnostic front panel lights and audible codes (continued)
Category Major/minor code Description
System board 5.2 The embedded controller cannot find valid firmware.
5.3 The embedded controller has timed out waiting for the BIOS.
5.4 The embedded controller has timed out waiting for BIOS to return
from system board initialization.
5.5 The embedded controller rebooted the system after a possible

lockup condition had been detected through the use of a
System Health Timer, Automated System Recovery Timer, or other
mechanism.
* Indicates hardware-triggered event; BIOS controls all other events.
Interpreting POST diagnostic front panel lights and audible codes 89

8 Password security and resetting CMOS
This computer supports two security password features that you can establish through the Computer Setup
Utilities menu: administrator password and power-on password.
When you establish only an administrator 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 administrator password will give you access to Computer Setup.
When both passwords are set, you can use the administrator password in place of the power-on password as
an override to log in to the computer. This feature is useful for a network administrator.
IMPORTANT: Back up the BIOS settings or save them as custom defaults in case you need them later. You
can back up in Computer Setup or with the BiosConfigUtility tool available from www.hp.com. See Computer
Setup (F10) Utility on page 63 for information about backing up the BIOS settings.
Changing a setup or power-on password

Use this procedure to change a password.
To change the power-on or setup password, complete the following steps:
To change the setup password, go to step 2.

To change the power-on password, go to step 3.
2. To change the setup password, as soon as the computer turns on:
- Press esc while the “Press the ESC key for Startup Menu” message is displayed.
- Press f10 to enter Computer Setup.
3. 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 because the characters do not appear on the screen.
4. Press enter.
The new password will take effect the next time the computer is restarted.
Deleting a setup or power-on password

Use this procedure to delete a password.
To delete the power-on or setup password, complete the following steps:
90 Chapter 8 Password security and resetting CMOS

To delete the Setup password, go to step 2.

To delete the Power-on password, go to step 3.
2. To delete the Setup password, as soon as the computer turns on:
- Press esc while the “Press the ESC key for Startup Menu” message is displayed.
- Press f10 to enter Computer Setup.
3. 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/
4. Press enter.
Deleting a setup or power-on password 91

9 Backing up, restoring, and recovering
You can use Windows tools or HP software to back up your information, create a restore point, reset your
computer, create recovery media, or restore your computer to its factory state. Performing these standard
procedures can return your computer to a working state faster.
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning any recovery process.
Backing up information and creating recovery media

These methods of creating recovery media and backups are available on select products only.
Using Windows tools for backing up

HP recommends that you back up your information immediately after initial setup. You can do this task either
using Windows Backup locally with an external USB drive or using online tools.
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule
regular backups to avoid information loss.
NOTE: If computer storage is 32 GB or less, Microsoft® System Restore is disabled by default.
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.
For details:
■ Go to http://www.hp.com, search for HP Cloud Recovery, and then select the result that matches the type
of computer that you have.
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
IMPORTANT: HP recommends that you follow the Restoring and recovery methods on page 93 to restore
your computer before you obtain and use the HP recovery discs. Using a recent backup can return your
machine to a working state sooner than using the HP recovery discs. After the system is restored,
reinstalling all the operating system software released since your initial purchase can be a lengthy process.
Restoring and recovering your system

You have several tools available to recover your system both within and outside of Windows if the desktop
cannot load.
92 Chapter 9 Backing up, restoring, and recovering

HP recommends that you attempt to restore your system using the Restoring and recovery methods on page
93.
Creating a system restore

System Restore is available in Windows. The System Restore software can automatically or manually create
restore points, or snapshots, of the system files and settings on the computer at a particular point.
When you use System Restore, it returns your computer to its state at the time you made the restore point.
Your personal files and documents should not be affected.
Restoring and recovery methods

After you run the first method, test to see whether the issue still exists before you proceed to the next
method, which might now be unnecessary.
1. Run a Microsoft System Restore.
2. Run Reset this PC.
NOTE: The options Remove everything and then Fully clean the drive can take several hours to
complete and leave no information on your computer. It is the safest way to reset your computer before
you recycle it.
3. Recover using HP Recovery media. For more information, see Recovering using HP Recovery media on
page 93.
For more information about the first two methods, see the Get Help app:
Select the Start button, select All apps (select products only), select the Get Help app, and then enter the task
you want to perform.
NOTE: You must be connected to the internet to access the Get Help app.
Recovering using HP Recovery media

You can use HP Recovery media 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 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) on
page 92.
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to
http://www.hp.com/support, select your country or region, and then follow the on-screen instructions.
To recover your system:
■ Insert the HP Recovery media, and then restart the computer.
NOTE: HP recommends that you follow the Restoring and recovery methods on page 93 to restore your
computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to
a working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the
operating system software released since your initial purchase can be a lengthy process.
Creating a system restore 93

Changing the computer boot order
If your computer does not restart using the HP Recovery media, you can change the computer boot order, the
order of devices listed in BIOS for startup information. You can select an optical drive or a USB flash drive,
depending on the location of your HP Recovery media.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
To change the boot order:
1. Insert the HP Recovery media.
2. Access the system Startup menu.
● For computers or tablets with keyboards attached, turn on or restart the computer or tablet, quickly
press esc, and then press f9 for boot options.
● For tablets without keyboards, turn on or restart the tablet, quickly press and hold the volume up
button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly press and hold the volume down button, and then select f9.
3. Select the optical drive or USB flash drive from which you want to boot, and then follow the on-screen
instructions.
Using HP Sure Recover (select products only)

Select computer models are configured with HP Sure Recover, a PC operating system (OS) recovery solution
built into the hardware and software. HP Sure Recover can fully restore the HP OS image without installed
recovery software.
Using HP Sure Recover, an administrator or user can restore the system and install:
● Latest version of the operating system
● Platform-specific device drivers
● Software applications, in the case of a custom image
To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support. Follow the
on-screen instructions to find your product and locate your documentation.
94 Chapter 9 Backing up, restoring, and recovering

10 Using HP PC Hardware Diagnostics
You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running
properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI
(Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics
UEFI, a firmware feature.
Using HP PC Hardware Diagnostics Windows (select products only)

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests
to determine whether the computer hardware is functioning properly. The tool runs within the Windows
operating system 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 Downloading HP PC Hardware Diagnostics
Windows on page 96.
Using an HP PC Hardware Diagnostics Windows hardware failure ID code

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit
failure ID code is generated for select component tests. For interactive tests, such as keyboard, mouse, or
audio and video palette, you must perform troubleshooting steps before you can receive a failure ID.
■ You have several options after you receive a failure ID:
● Select Next to open the Event Automation Service (EAS) page, where you can log the case.
– or –
● Scan the QR code with your mobile device, which takes you to the EAS page, where you can log the
case.
– or –
● Select the box next to the 24-digit failure ID to copy your failure code and send it to support.
Accessing HP PC Hardware Diagnostics Windows

After HP PC Hardware Diagnostics Windows is installed, you can access it from HP Support Assistant or the
Start menu.
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support.
1. Select the Start button, and then select HP Help and Support.
2. Select HP PC Hardware Diagnostics Windows.
3. When the tool opens, select the type of diagnostic test that you want to run, and then follow the
on-screen instructions.
Using HP PC Hardware Diagnostics 95

NOTE: To stop a diagnostic test, select Cancel.
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support
Assistant.
1. Select the Search icon (select products only) from the taskbar, type support, and then select HP
Support Assistant.
– or –
Select the question mark icon (select products only) in the taskbar.
2. Select Troubleshooting and fixes (select products only) or Fixes & Diagnostics.
3. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu.
1. Select the Start button, and then select All apps (select products only).
2. Select HP PC Hardware Diagnostics Windows.
Downloading HP PC Hardware Diagnostics Windows

The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only. You must
use a Windows computer to download this tool because only .exe files are provided.
Downloading the latest HP PC Hardware Diagnostics Windows version from HP

To download HP PC Hardware Diagnostics Windows from HP, follow these steps.
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. Select Download HP Diagnostics Windows, and then select the specific Windows diagnostics version to
download to your computer or a USB flash drive.
The tool downloads to the selected location.
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store

You can download the HP PC Hardware Diagnostics Windows from the Microsoft Store.
96 Chapter 10 Using HP PC Hardware Diagnostics

1. Select the Microsoft Store app on your desktop.
– or –
Select the Search icon (select products only) in the taskbar, and then type Microsoft Store.
2. Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box.
3. Follow the on-screen directions.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
You can download HP PC Hardware Diagnostics Windows by product name or number.
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
1. Go to http://www.hp.com/support.
2. Select Software and Drivers, select your type of product, and then enter the product name or number in
the search box that is displayed.
3. In the Diagnostics section, select Download, and then follow the on-screen instructions to select the
specific Windows diagnostics version to be downloaded to your computer or USB flash drive.
Installing HP PC Hardware Diagnostics Windows

To install HP PC Hardware Diagnostics Windows, navigate to the folder on your computer or the USB flash
drive where the .exe file downloaded, double-click the .exe file, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI

HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) 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.
NOTE: For some products, you must use a Windows computer and a USB flash drive to download and create
the HP UEFI support environment because only .exe files are provided. For more information, see
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 98.
If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code

When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
failure ID code is generated.
For assistance in solving the problem:
Downloading HP Hardware Diagnostics Windows by product name or number (select products only) 97
■ Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the failure ID
code that appears on the next screen. The HP Customer Support - Service Center page appears with your
failure ID and product number automatically filled in. Follow the on-screen instructions.
– or –
Contact support, and provide the failure ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI

To start HP PC Hardware Diagnostics UEFI, follow this procedure.
1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB flash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 98.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run,
and then follow the on-screen instructions.
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 some situations.
● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.
● HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
● The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and
you must use a Windows computer to download and create the HP UEFI support environment because
only .exe files are provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version

To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive, follow this procedure.
2. Select Download HP Diagnostics UEFI, and then select Run.

Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
You can download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a
USB flash drive.
NOTE: For some products, you might have to download the software to a USB flash drive by using the
product name or number.
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
Using Remote HP PC Hardware Diagnostics UEFI settings (select

products only)
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it might upload
results to a preconfigured server.
For more information about Remote HP PC Hardware Diagnostics UEFI, go to

http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
Downloading Remote HP PC Hardware Diagnostics UEFI

HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version

You can download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive.
2. Select Download Remote Diagnostics, and then select Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number

You can download HP Remote PC Hardware Diagnostics UEFI by product name or number.
NOTE: For some products, you might have to download the software by using the product name or
number.
2. Select Software and Drivers, select your type of product, enter the product name or number in the search
box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings

Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform several
customizations.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) 99
● Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
● Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been preconfigured for use. Your computer does not require the
traditional local storage (such as a hard drive or USB flash drive) to run remote diagnostics.
● Set a location for storing the test results. You can also set the user name and password that you use for
uploads.
● Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.

11 Statement of memory volatility
For general information regarding nonvolatile memory in HP business computers, and to restore nonvolatile
memory that can contain personal data after the system has been turned off and the hard drive has been
removed, use these instructions.
HP business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped
from HP, with the following assumptions:
● No subsequent modifications were made to the system.
● No applications, features, or functionality were added to or installed on the system.
Following system shutdown and removal of all power sources from an HP business computer system,
personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains
in nonvolatile memory. Use the following steps to remove personal data from the computer, including the
nonvolatile memory found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this
chapter.
Current BIOS steps

Use these instructions to restore nonvolatile memory.
1. Follow these steps to restore the nonvolatile memory that can contain personal data. Restoring
or reprogramming nonvolatile memory that does not store personal data is neither necessary nor
recommended.
a. Turn on or restart the computer, and then quickly press esc.
NOTE: If the system has a BIOS administrator password, type the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults. The
computer restarts.
c. During the restart, press esc while the "Press the ESC key for Startup Menu" message is displayed at
the bottom of the screen.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes
to restore security level defaults. The computer reboots.
e. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at
Statement of memory volatility 101

f. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.
g. 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.
h. Select the Main menu, and then select Reset BIOS Security to factory default. Select Yes at the
warning message. The computer reboots.
i. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at
j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM), fingerprint reader, or both,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor.
Press or tap f1 to accept or f2 to reject.
l. Remove all power and system batteries for at least 24 hours.
2. Complete one of the following:
● Remove and retain the storage drive.
– or –
● Clear the drive contents by using a third-party utility designed to erase data from an SSD.
– or –
● Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
NOTE: If you clear data using Secure Erase, you cannot recover it.
b. Select the Security menu and scroll down to the esc menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
– or –
Clear the contents of the drive using the following Disk Sanitizer commands steps:
i. Turn on or restart the computer, and then quickly press esc.
ii. Select the Security menu and scroll down to the Utilities menu.
iii. Select Hard Drive Utilities.
102 Chapter 11 Statement of memory volatility

iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear,
and then follow the on-screen instructions to continue.
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer
into an AC outlet before starting.
Nonvolatile memory usage

Use this table to troubleshoot nonvolatile memory usage.
Table 11-1 Troubleshooting steps for nonvolatile memory usage
Nonvolatile Amount (Size) Does this Does this What is the How is data entered into How is this memory
memory type memory memory purpose of this memory? write-protected?
store retain data this memory?
customer when
data? power is
removed?
HP Sure Start 8 MB No Yes Provides Data cannot be written to This memory is

flash (select protected this device via the host protected by the HP
models only) backup of processor. The content is Sure Start Embedded
critical managed solely by the Controller.
System BIOS HP Sure Start Embedded
code, EC Controller.
firmware, and
critical
computer
configuration
data for
select
platforms
that support
HP Sure Start.
For more
information,
see Using HP
Sure Start
(select
products
only) on page
107.
Real Time Clock 256 bytes No Yes Stores system RTC battery backed-up This memory is not
(RTC) battery date and time CMOS is programmed write-protected.
backed-up and using Computer Setup
CMOS noncritical (BIOS), or by changing the
configuration data. Windows date & time.
memory
Controller (NIC) 64 KB (not No Yes Stores NIC NIC EEPROM is A utility must be
EEPROM customer configuration programmed using a used to write data to
accessible) and NIC utility from the NIC vendor this memory and is
firmware. that can be run from DOS. available from the NIC
vendor. Writing data
to this ROM in an
inappropriate manner
will render the NIC
nonfunctional.
Nonvolatile memory usage 103

Table 11-1 Troubleshooting steps for nonvolatile memory usage (continued)
customer when
data? power is
removed?
DIMM Serial 256 bytes per No Yes Stores DIMM SPD is programmed Data cannot be written
Presence Detect memory memory by the memory vendor. to this memory when
(SPD) module, 128 module the module is installed
configuration bytes information. in a computer.
data programmable The specific write-
(not customer protection method
accessible) varies by memory
vendor.
System BIOS 9 MB Yes Yes Stores system System BIOS code is NOTE: Writing data
BIOS code and programmed at the to this ROM in an
computer factory. Code is updated inappropriate manner
configuration when the system BIOS can render the
data. is updated. Configuration computer
data and settings are nonfunctional.
entered using the
Computer Setup (BIOS) or A utility must be used
a custom utility. for writing data to this
memory and is
available on the HP
website; go to
http://www.hp.com/
support. Select Find
your product, and then
follow the on-screen
instructions.
Intel 1.5 MB or 7 MB Yes Yes Stores Management Engine Code The Intel chipset is
Management Management is programmed at the configured to enforce
Engine Engine Code, factory. Code is updated hardware protection to
Firmware Settings, via Intel secure firmware block all direct read-
(present only in Provisioning update utility. Unique write access to this
select Elite or Z Data and Provisioning Data can be area. An Intel utility
models. For iAMT third- entered at the factory must be used for
more party data or by an administrator updating the firmware.
information, go store. using the Management Only firmware updates
to Engine (MEBx) setup digitally signed by Intel
http://www.hp.com/ utility. The third-party can be applied using
support. data store contents can this utility.
be populated by a remote
Select Identify management console or
your product local applications that
for manuals have been registered by
and specific an administrator to have
product access to the space.
information,
and then follow
the on-screen
instructions.)
Bluetooth flash 2 megabits No Yes Stores Bluetooth flash is A utility must be used
(select products Bluetooth programmed at the for writing data to this
only) configuration factory. Tools for writing memory and is made
and firmware. data to this memory are available through
not publicly available but newer versions of
can be obtained from the the driver whenever
silicon vendor. the flash requires an
upgrade.

Table 11-1 Troubleshooting steps for nonvolatile memory usage (continued)
customer when
data? power is
removed?
802.11 WLAN 4 kilobits to 8 No Yes Stores 802.11 WLAN EEPROM A utility must be used
EEPROM kilobits configuration is programmed at the for writing data to
and factory. Tools for writing this memory and is
calibration data to this memory are typically not made
data. not made public. available to the public
unless a firmware
upgrade is necessary
to address a unique
issue.
Camera (select 64 kilobits No Yes Stores Camera memory is A utility must be used
products only) camera programmed using a for writing data to
configuration utility from the device this memory and is
and firmware. manufacturer that can be typically not made
run from Windows. available to the public
unless a firmware
upgrade is necessary
to address a unique
issue.
Fingerprint 512 KB flash Yes Yes Stores Fingerprint reader Only a digitally signed
reader (select fingerprint memory is programmed application can make
products only) templates. by user enrollment in the call to write to the
HP ProtectTools Security flash.
Manager.
Questions and answers

Use this section to answer your questions about nonvolatile memory.
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: The restore defaults feature does not securely erase any information on your hard drive.
See question and answer 6 for steps to securely erase information.
The restore defaults feature does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
b. Select Main, and then select Apply Factory Defaults and Exit.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2. What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between
the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports
much of the legacy BIOS functionality.
Questions and answers 105

Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure runtime environment that supports a Graphic User Interface (GUI). In this environment,
you can use either a pointing device (touch screen, touchpad, pointing stick, or USB mouse) or the
keyboard to navigate and make menu and configuration selections. The UEFI BIOS also contains basic
system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the runtime environment allows
the loading and execution of software programs from storage devices to provide more functionality, such
as advanced hardware diagnostics (with the ability to display more detailed system information) and
advanced firmware management and recovery software.
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.
3. Where is the UEFI BIOS located?
The UEFI BIOS is located on a flash memory chip. You must use a utility to write to the chip.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How
would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number, data
width, speed and timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. You cannot write to this EEPROM when the memory module
is installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory
module is not installed in a computer. Various third-party tools are available to read SPD memory.
5. What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6. How can the BIOS security be reset to factory defaults and erase the data?
IMPORTANT: Resetting results in the loss of information.
These steps do not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
b. Select Main, and then select Reset Security to Factory Defaults.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, disabling Secure Boot does not clear the keys. You
must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure that
you used to create the Custom Secure Boot Keys, but select to clear or delete all Secure Boot Keys.

b. Select the Security menu, select Secure Boot Configuration, and then follow the on-screen
instructions.
c. At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and then
follow the on-screen instructions to continue.
Using HP Sure Start (select products only)

Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption.
If the BIOS becomes corrupted or is attacked, HP Sure Start restores the 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. Advanced users can customize the default configuration.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support.
Using HP Sure Start (select products only) 107

12 Power cord set requirements
The power supplies on some computers have external power switches.
The voltage select switch feature on the computer permits it to operate from any line voltage of 100 V ac–120
V ac or 220 V ac–240 V ac. Power supplies on those computers that do not have external power switches
are equipped with internal switches that sense the incoming voltage and automatically switch to the proper
voltage.
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
These requirements 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 V ac or 250 V ac, as required by each country’s power system.
3. The diameter of the wire must be a minimum of 0.75 mm2 or 18AWG, and the length of the cord must be
between 1.8 m (6 ft) and 3.6 m (12 ft).
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.
IMPORTANT: Do not use the power cord received with this product on any other products.
Country-specific requirements
This information provides additional requirements specific to a country.
108 Chapter 12 Power cord set requirements

Table 12-1 Power cord country-specific requirements
Country Accrediting Agency Country Accrediting Agency
Australia (1) EANSW Italy (1) IMQ
Austria (1) OVE Japan (3) METI
Belgium (1) CEBC Norway (1) NEMKO
Canada (2) CSA Sweden (1) SEMKO
Denmark (1) DEMKO Switzerland (1) SEV
Finland (1) SETI United Kingdom (1) BSI
France (1) UTE United States (2) UL
Germany (1) VDE
1. The flexible cord must be Type HO5VV-F, 3-conductor, 0.75mm2 conductor size. Power cord set fittings (appliance coupler and
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 plug must be a 2-pole grounding type with a
NEMA 5-15P (15 A, 125 V) or NEMA 6-15P (15 A, 250 V) configuration.
3. Appliance coupler, flexible cord, and 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 mm2 conductor size. Plug must be a 2-pole grounding type with a
Japanese Industrial Standard C8303 (7 A, 125 V) configuration.
Country-specific requirements 109

13 Specifications
This section provides specifications for your computer.
Table 13-1 Specifications
Metric U.S.
Dimensions
Height 337 mm 13.27 in
Width 155 mm 6.1 in
Depth 303 mm 11.93 in
Approximate weight 4.7 kg 10.4 lb
Temperature range
Operating 10°C to 35°C 50°F to 95°F
Nonoperating –30°C to 60°C –22°F to 140°F
NOTE: Operating temperature is derated 1.0°C per 300 m (1000 ft) to 3000 m (10,000 ft) above sea level; no direct sustained
sunlight. Maximum rate of change is 10° C/hr. The upper limit might be limited by the type and number of options installed.
Maximum altitude (unpressurized)
Operating 5,000 m 16,404 ft
Nonoperating 15.240 m 50,000 ft
Relative humidity (noncondensing)
Operating 10% to 90%
Nonoperating (38.7°C max wet bulb) 5% to 95%
Power supply
Operating voltage range 90 V ac to 264 V ac
Rated voltage range1 100 V ac to 240 V ac
Rated line frequency 50 Hz to 60 Hz
Operating line frequency 47 Hz to 63 Hz
Power output and efficiency 180 W, 90% efficient
260 W, 92% efficient

1 This system uses an active power factor-corrected power supply. This allows the system to pass the CE mark requirements for use in
the countries of the European Union. The active power factor-corrected power supply also has the added benefit of not requiring an
input-voltage range select switch.
110 Chapter 13 Specifications

Index
A Computer Setup hardware installation problems 55

access problem 45 HDMI connector 3
access panel
Advanced menu 72 heat sink with fan
illustrated 4
Main menu 64 illustrated 4
locked 45
Security menu 68 removal and replacement 35
removal and replacement 18
Computer Setup Utility 63 helpful hints 45
Advanced menu, Computer
country power cord set HP PC Hardware Diagnostics UEFI
Setup 72
requirements 108 downloading 98
audible codes 87
Customer Support 44 failure ID code 97
audio problems 52
starting 98
audio-in jack 3
D using 97
audio-out (headphone)/audio-in
HP PC Hardware Diagnostics
(microphone) combo jack 2 deleting a Power-On password 90
Windows
audio-out jack 3 deleting a Setup password 90
accessing 95, 96
E downloading 96
B
failure ID code 95
backup, creating 92 electrostatic discharge (ESD) 8 installing 97
backups 92 preventing damage 8, 9 using 95
battery error HP Recovery media
disposal 8, 14, 15 codes 81, 87 recovery 93
battery replacement 33 error messages 81 HP Sure Recover 94
beep codes 87 expansion board HP Sure Start 101, 107
blinking lights 87 illustrated 6
boot order, changing 94 expansion card I
booting options removal 21
illustrated parts catalog 4
Full Boot 81
F installing
Quick Boot 81
battery 33
F10 Setup 63 memory 19
C
access problem 45 optical drive 25
cable management 8, 16 fan internet access problems 61
cable pinouts, SATA data 16 removal and replacement 34
card reader 2 flash drive problems 60 K
illustrated 6 front bezel
keyboard
removal and replacement 29 illustrated 6
cleaning 8, 11, 13
changing a Power-On password 90 removal and replacement 26
keyboard problems 54
changing a Setup password 90 front panel components 1
cleaning
L
computer 8, 11, 13 G
mouse 8, 11, 14 lights
general problems 45
safety precautions 8, 11 blinking PS/2 keyboard 87
grounding methods 8, 9
cleaning your computer
disinfecting 12 M
H
removing dirt and debris 12 Main menu, Computer Setup 64
CMOS hard drive
memory
clearing and resetting 90 proper handling 8, 14, 15
installation 19
computer cleaning 8, 11, 13 removal 27
nonvolatile 101
computer major components 4 SATA characteristics 16
problems 58
hard drive problems 50
socket population 19
Index 111
volatile 101 printer 53 Security menu, Computer Setup 68
memory module software 61 serial port 3
illustrated 4 processor service considerations 8, 14
miscellaneous parts 6 removal and replacement 36 Setup password 90
mouse software
cleaning 8, 11, 14 R problems 61
problems 54 servicing computer 8, 14
rear fan
solid-state drive module
illustrated 4
N removal and replacement 33
rear panel components 2
speaker
network problems 56 recovery 92
illustrated 6
nonvolatile memory 101 discs 93
specifications
numeric error codes 81 media 93
computer 110
USB flash drive 93
O static electricity 8
recovery media 92
system board
creating using HP Cloud Recovery
operating guidelines 8, 11 illustrated 6
Download Tool 92
optical drive 2 removal and replacement 39
creating using Windows
installation 25 SATA connectors 16
tools 92
removal 25 system board connections 40
Remote HP PC Hardware Diagnostics
optical drive cage system memory, removing personal
UEFI settings
removing 30 data from volatile 101
customizing 99
overheating, prevention 8, 11 system restore 93
using 99
system restore point, creating 92
P removal and replacement
card reader 29
password T
fan 34
Power-On 90 front bezel 18, 26 temperature control 8, 11
security 90 heat sink with fan 35 tools, servicing 8, 14
Setup 90 power supply 37 Torx T15 screwdriver 8, 14
POST error messages 81 processor 36 troubleshooting without
power button 2 solid-state drive 33 diagnostics 44
power connector 3 system board 39
power cord set requirements wireless antennas 41 U
country specific 108 WLAN module 31
USB port 3
power problems 49 removing
USB SuperSpeed 10 Gbps port 2
power supply battery 33
using Computer Setup Utilities 63
illustrated 5 expansion card 21
operating voltage range 110 hard drive 27 V
removal and replacement 37 optical drive 25
Power-On password 90 optical drive cage 30 ventilation, proper 8, 11
printer problems 53 removing personal data from
problems volatile system memory 101 W
audio 52 restoring 92 Windows
Computer Setup 45 restoring and recovery methods 93 backup 92
F10 Setup 45 RJ-45 (network) jack 3 recovery media 92
flash drive 60
system restore point 92
general 45 S Windows tools, using 92
hard drive 50
safety precautions wireless antennas
hardware installation 55
cleaning 8, 11 removal and replacement 41
internet access 61
SATA WLAN module
keyboard 54
connectors on system board 16 illustrated 5
memory 58
data cable pinouts 16 removal and replacement 31
mouse 54
hard drive characteristics 16
network 56
screws, correct size 8, 14, 15
power 49
security cable slot 3
112 Index

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Maintenance and Service Guide

First Edition: May 2022

Document Part Number: N24079-001

1 Computer features .................................................................................................................................................................1

2 Illustrated parts catalog ........................................................................................................................................................4

3 Routine care, drive guidelines, and disassembly preparation ..............................................................................................8

4 Removal and replacement procedures................................................................................................................................18

5 Troubleshooting without diagnostics..................................................................................................................................44

6 Computer Setup (F10) Utility ...............................................................................................................................................63

7 POST error messages...........................................................................................................................................................81

8 Password security and resetting CMOS ...............................................................................................................................90

9 Backing up, restoring, and recovering .................................................................................................................................92

10 Using HP PC Hardware Diagnostics ...................................................................................................................................95

11 Statement of memory volatility ......................................................................................................................................101

12 Power cord set requirements ..........................................................................................................................................108

This chapter provides you with an overview of your computer's features.

Standard configuration features

Front panel components

Front panel components

NOTE: Use a standard USB Type-A charging

2 Power button 5 USB SuperSpeed 10 Gbps ports (2)

NOTE: Use a standard USB Type-A charging

3 Audio-out (headphone)/Audio-in (microphone) 6 SD card reader (select products only)

Rear panel components

2 Chapter 1 Computer features

Rear panel components

1 Audio-in jack 7 Serial port

2 Audio-out jack 8 USB ports (2)

NOTE: Use a standard USB Type-A charging

3 Security cable slot 9 RJ-45 (network) jack

4 HDMI™ connector 10 Serial port

5 VGA port 11 Power connector

NOTE: Use a standard USB Type-A charging

Rear panel components 3

Computer major components

Table 2-1 Computer major components and their descriptions

(1) Access panel

(2) Rear fan

(3) Heat sink with fan

(4) Memory modules (UDIMM, PC4-3200)

4 Chapter 2 Illustrated parts catalog

(5) Optical drive cage

(6) Hard drive cage

(7) Hard drive (3.5 in)

2 TB, 7200 rpm

1 TB, 7200 rpm

500 GB, 7200 rpm

(8) Optical drive

(9) Power supply

500 W, 90% efficiency

350 W, 90% efficiency

260 W, 92% efficiency

180 W, 90% efficiency

(10) Processor (includes replacement thermal material)

Intel® Core® i7-12700 (2.1 GHz, 12 core, 65 W)

Intel Core i7-12500 (3.0 GHz, 6 core, 65 W)

Intel Core i5-12400 (2.5 GHz, 5 core, 65 W)

Intel Core i3-12100 (3.3 GHz, 4 core, 60 W)

Intel Pentium® G7400 (3.7 GHz, 2 core, 46 W)