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HP EliteOne G5 Maintenance & Service Manual
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HP EliteOne G5 Maintenance & Service Manual

23.8-in all-in-one
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Maintenance & Service Guide
HP EliteOne G5 23.8-in All-in-One
HP EliteOne G5 23.8-in Healthcare Edition All-in-One

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Summary of Contents for HP EliteOne G5

  • Page 1 Maintenance & Service Guide HP EliteOne G5 23.8-in All-in-One HP EliteOne G5 23.8-in Healthcare Edition All-in-One...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions or Intel, Celeron, Optane, and Pentium are Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product features ............................1 Overview ................................1 Front components ..............................2 Top components ..............................3 Infrared (IR) webcam (optional) ......................3 Full High Definition (FHD) webcam (optional) ..................3 Side components ..............................4 Rear components ..............................4 Bottom components ..............................
  • Page 6 Lithium coin cell battery ........................21 SATA hard drives ..............................21 SMART ATA drives ..............................22 SATA hard drive cables ........................22 SATA data cable ....................... 22 Cable management ........................... 22 4 Removal and replacement procedures ......................23 Preparation for disassembly ..........................23 Removing the rear port cover ..........................
  • Page 7 Using HP PC Hardware Diagnostics UEFI ......................81 Starting HP PC Hardware Diagnostics UEFI ..................82 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ..........82 Downloading the latest HP PC Hardware Diagnostics UEFI version ......82 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) .....................
  • Page 8 Backing up information and creating recovery media ..................104 Using Windows tools ........................104 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 104 Restoring and recovery ............................. 105 Restoring, resetting, and refreshing using Windows tools ............105 Recovering using HP Recovery media .....................

  • Page 9: Product Features

    Product features Overview NOTE: To access the latest user guides, go to http://www.hp.com/support, and follow the instructions to find your product. Then select User Guides. This product employs electronic labeling for indication of regulatory mark or statement. See Locating the serial number and product number on page 7 for the operation to display.

  • Page 10: Front Components

    For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Type HP Documentation in the taskbar search box, and then select HP Documentation. ▲ Chapter 1 Product features...

  • Page 11: Top Components

    Top components Infrared (IR) webcam (optional) Table 1-2 Infrared (IR) webcam components Infrared (IR) webcam components Front View Webcam light IR webcam IR light Rear webcam adjustment wheel Full High Definition (FHD) webcam Top view Digital microphones Rear view Webcam light FHD webcam Full High Definition (FHD) webcam (optional) Table 1-3...

  • Page 12: Side Components

    Side components Table 1-4 Side components Side components Optical disc drive (optional) Audio-out (headphone)/Audio-in (microphone) combo jack Optical disc drive light (optional) Audio-out (headphone) jack Optical disc drive eject button (optional) Fingerprint sensor (select models only) NOTE: The fingerprint sensor is not available on the Healthcare Edition All-in-One.

  • Page 13: Bottom Components

    Bottom components Table 1-6 Bottom components Bottom components HP Sure View button (select models only) USB Type-C port USB SuperSpeed port Hard drive activity light USB SuperSpeed port with HP Sleep and Charge Power button SD card reader Bottom components...

  • Page 14: Keyboard Features

    To confirm that your RFID device is enabled, check the settings in BIOS (F10) Setup. Computers with keyboards: Turn on or restart the computer, and when the HP logo appears, press to enter BIOS (F10) Setup. Select Advanced, and then select Built-in Device Options.

  • Page 15: Rfid Asset Tag (Select Models Only)

    (F10) Setup utility. If it is installed, the System Information list will show the text “RFID Asset Management Tag Installed” near the bottom of the list. To access the BIOS (F10) Setup utility, turn on or restart the computer, and when the HP logo appears, press to enter BIOS (F10) Setup.

  • Page 16: Illustrated Parts Catalog

    Component appearance varies depending on model. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. System parts...
  • Page 17 Table 2-1 Computer major components and their descriptions (continued) Item Description For use in healthcare models with dual antennas Blower (Fan) Speakers For use in standard models For use in healthcare models Adjustment Height Stand (for use in healthcare models) Recline Stand Heat sink (for use in models with UMA graphics) Heat sink (for use in models with discrete graphics)

  • Page 18: Miscellaneous Plastic Parts

    Miscellaneous plastic parts Component appearance varies depending on model. Table 2-2 Miscellaneous plastic parts and their descriptions Item Description Rear cover (main) For use in standard models For use in healthcare models Rear I/O cover For use in standard models For use in healthcare models Rear port cover For use in standard models...

  • Page 19: Boards

    Table 2-2 Miscellaneous plastic parts and their descriptions (continued) Item Description Webcam cover (for use in models without a webcam) Front bezel For use in models with UMA graphics, non-privacy For use in models with UMA graphics, privacy For use in models with discrete graphics, non-privacy not illustrated Boards Component appearance varies depending on model.

  • Page 20: Mass Storage Devices

    Table 2-3 Boards and their descriptions (continued) Item Description Fingerprint sensor board RFID module RF asset module WLAN modules Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth® 5.0 (vPro) Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5.0 (non-vPro) Intel Wi-Fi 6 AX200 + Bluetooth 5.0 (802.11ax, 2 ×...

  • Page 21: Processors And Memory Modules

    Table 2-4 Mass storage devices and their descriptions (continued) Description 1 TB, TLC 512 GB, value 512 GB, TLC 512 GB, self-encrypting (SED), TLC 512 GB, 32 GB Optane™ memory module 256 GB, value 256 GB, TLC 256 GB, self-encrypting (SED), TLC 128 GB, TLC 16 GB Optane memory module Processors and memory modules...

  • Page 22: Cables And Adapters

    Table 2-5 Processors and memory modules and their descriptions (continued) Description 8 GB 4 GB Cables and adapters Table 2-6 Cables and adapters and their descriptions Description LVDS (display) cable LVDS (display) cable, privacy DVI display cable Power button cable (for use in models with a non-touch screen) Power button cable (for use in models with a touch screen) Combination, fingerprint sensor, power, touch cable (for use in models with a touch screen) Side audio jack cable...

  • Page 23: Keyboards And Mice

    Keyboards and mice Table 2-7 Keyboards and mice and their descriptions Description Keyboard USB, essential HP conferencing USB, slim USB, slim, PCR PS/2, slim Wireless with mouse USB, slim, smartcard USB business slim, antimicrobial USB business slim, grey USB, unbranded...

  • Page 24: Routine Care, Sata Drive Guidelines, And Disassembly Preparation

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

  • Page 25: Preventing Electrostatic Damage To Equipment

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

  • Page 26: Grounding The Work Area

    ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends the following materials and equipment to prevent static electricity: Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ●...
  • Page 27 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 in) 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.

  • Page 28: Service Considerations

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

  • Page 29: Hard Drives

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

  • Page 30: Smart Ata Drives

    SATA hard drive cables SATA data cable Always use an HP-approved SATA 6.0 Gbps cable as it is fully backwards compatible with the SATA 1.5 Gbps drives. Current HP desktop products ship with SATA 6.0 Gbps hard drives.

  • Page 31: Removal And Replacement Procedures

    Removal and replacement procedures The following sections provide information about disassembling various components of the computer. Preparation for disassembly Routine care, SATA drive guidelines, and disassembly preparation on page 16 for initial safety procedures. 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.

  • Page 32: Stands

    Pull the port cover (3) toward the bottom and off the computer. Stands Two stands are available for the computer: ● Recline stand Adjustable height stand ● Recline stand To remove the stand: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 33: Adjustable Height Stand

    Adjustable height stand To remove the stand: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover, if it is installed. For instructions, see Removing the rear port cover on page Press the release latch under the stand (1). Lift the stand up (2), and then pull the stand hooks out of the computer (3)).

  • Page 34: Locating Internal Components

    Locating internal components Table 4-1 Internal components Internal components Memory modules M.2 card (optional) RTC battery Optical disc drive (optional) RFID Asset Tag module (optional on the Hard drive Healthcare Edition All-in-One only) Chapter 4 Removal and replacement procedures...

  • Page 35: Hard Drive

    Hard drive The 2.5-inch primary hard drive is installed on the right side of the computer on top of the optical disc drive (ODD). To locate the hard drive on the system board, see Locating internal components on page For a list of available hard drives, see Mass storage devices on page Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 36: Optical Drive

    Optical drive The optical disc drive is located under the hard drive on the right side of the computer. To locate the optical disc drive on the system board, see Locating internal components on page For a list of available optical drives, see Mass storage devices on page Prepare the computer for disassembly (see Preparation for disassembly on page...
  • Page 37 Align the three pins on the latch with the holes in the new optical disc drive and press the latch firmly onto the new drive. NOTE: You must reuse the latch removed from the old optical disc drive. Align the new optical drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place.

  • Page 38: M.2 Solid-State Drive

    M.2 solid-state drive Two M.2 solid-state drive connectors are available on the system board. The connector labeled SSD2 (near the processor) fits only 22 mm × 80 mm M.2 solid-state drives. The connector labeled SSD1 (on the right side of the board) fits both 22 mm × 80 mm and 22 mm × 30 mm M.2 solid-state drives. For a list of available solid-state drives, see Mass storage devices on page To remove the M.2 solid-state drive:...

  • Page 39: Memory

    SODIMMs constructed with ×8 and ×16 DDR devices are supported; memory modules constructed with x4 SDRAM are not supported. HP offers upgrade memory for this computer and advises that the consumer purchase it to avoid compatibility issues with unsupported third-party memory.
  • Page 40 the remainder is assigned to single channel. If one channel will have more memory than the other, the larger amount should be assigned to channel A. In any mode, the maximum operational speed is determined by the slowest memory module in the ●...

  • Page 41: Battery

    The lifetime of the lithium battery can be extended by plugging the computer into a live 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.

  • Page 42: Wlan Module

    Phillips screw and has two connected antennas. For a list of available WLAN modules, see Boards on page NOTE: The procedure to replace the WLAN module must be performed by an HP technician. NOTE: WLAN module appearance can vary. To remove the WLAN module:...

  • Page 43: Power Button And Fingerprint Sensor Boards

    Power button and fingerprint sensor boards NOTE: A fingerprint sensor is available only on select models. If a fingerprint sensor is installed, the power button board and fingerprint sensor board are wired together into one assembly, located at the bottom right of the computer. If the fingerprint sensor is not installed, you can remove the power button board using the following steps but omitting the fingerprint sensor steps.
  • Page 44 If necessary, disconnect the cables from each board. If necessary, remove the Phillips screw that secures the power button board to the bracket, and then remove the board from the bracket. To install the power button and fingerprint sensor boards, reverse the removal procedures. Chapter 4 Removal and replacement procedures...

  • Page 45: Rf Asset Module (Select Products Only)

    RF asset module (select products only) The RF asset module is installed in the SSD1 socket. To remove the RF asset module: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).

  • Page 46: Rf Asset Module Antennas (Select Products Only)

    RF asset module antennas (select products only) To remove the RF asset module antennas: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23). Remove the stand (see Stands on page 24).

  • Page 47: Rfid Board (Select Products Only)

    RFID board (select products only) An RFID board may be included with healthcare models. It is located near the bottom of the chassis. To remove the RFID board: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).
  • Page 48 To install the RFID board, reverse the removal procedures. If you need to insert an SE SIM card into the RFID module, insert the card into the location as shown in the following image. Chapter 4 Removal and replacement procedures...

  • Page 49: Heat Sink

    Heat sink IMPORTANT: HP offers models with either integrated UMA graphics or discrete graphics. The heat sink on models with discrete graphics includes two extra screws. To remove the heat sink: Prepare the computer for disassembly (see Preparation for disassembly on page 23).
  • Page 50 Lift the heat sink out of the computer. IMPORTANT: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. To replace the heat sink, reverse the removal procedures. Chapter 4 Removal and replacement procedures...

  • Page 51: Processor

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

  • Page 52: Webcam Module

    Webcam module The webcam is located at the top of the computer, under a plastic shield. The top heat sink screws also secure the webcam plastic shield. To remove the webcam module: NOTE: Webcam appearance can vary. Prepare the computer for disassembly (see Preparation for disassembly on page 23).
  • Page 53 Remove the webcam cable from the routing path in the webcam bracket and the clips built into the computer (3). NOTE: The following illustration shows the healthcare model. Remove the webcam assembly from the computer. If you need to remove the webcam bracket, remove the VESA bracket/fan assembly (VESA mounting bracket/fan assembly on page 48), and then remove the four Torx screws (1) that secure the webcam...
  • Page 54 Remove the webcam bracket from the computer (2). To install the webcam assembly and associated parts, reverse the removal procedures. Chapter 4 Removal and replacement procedures...

  • Page 55: Rear I/O Cover

    Rear I/O cover The rear I/O cover is located at the bottom of the computer below the VESA bracket/fan assembly. It is secured with two screws. To remove the rear I/O cover: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 56: Vesa Mounting Bracket/Fan Assembly

    VESA mounting bracket/fan assembly The VESA mounting bracket/fan assembly is located under the stand. To remove the VESA mounting bracket/fan assembly: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).
  • Page 57 If it is necessary to remove the fan from the bracket, remove the four Torx screws that secure the fan to the bracket. Separate the fan from the bracket. To replace the VESA mounting bracket/fan assembly, reverse the removal procedures. VESA mounting bracket/fan assembly...

  • Page 58: Power Supply

    Power supply The power supply is located in the upper left side of the computer. To remove the power supply: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).
  • Page 59 Remove the power supply from the computer. To install the power supply, reverse the removal procedures. Make note of the foam strips that must be installed under the power supply, as shown in the following image. Power supply...

  • Page 60: I/O Bracket

    I/O bracket The I/O bracket is located under the plastic rear I/O cover. It is secured with five Torx screws, one of which is under the power connector. To remove the I/O bracket: Prepare the computer for disassembly (see Preparation for disassembly on page 23).

  • Page 61: Hard Drive Cage

    Hard drive cage The hard drive cage is located under the hard drive. It is secured with one Torx screw. To remove the hard drive cage: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the access panel (see Access panel on page 25).

  • Page 62: System Board

    System board The system board is secured with nine Torx screws. To remove the system board: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).
  • Page 63 Disconnect all cables from the system board, noting their location for reinstallation: (1): Camera cable (2): Power supply cable (3): Front audio cable (4): Speaker cable (5): Front panel cable (6): Converter cable (7): LVDS (display) cable In the order printed on the system board, remove the nine Torx screws (1)-(9) that secure the system board to the computer.
  • Page 64 Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the affected computer. Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate the system) or a system recovery failure. To update SMBIOS information in Computer Setup: Turn on or restart the computer.

  • Page 65: System Board Callouts

    System board callouts Sys Bd Label Color Component Sys Bd Label Color Component CMOS Yellow Reset CMOS CPUFAN White Fan connector 2D WCAM White Webcam connector Black RTC battery PSWD Blue Clear system passwords RFID White RFID module (healthcare models only) PROCESSOR Silver Processor socket...

  • Page 66: Audio Board

    Audio board The audio board is located on the bottom corner of the computer. It is secured with one Torx screw. To remove the audio board: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the access panel (see Access panel on page 25).

  • Page 67: Speakers

    Speakers The speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the speakers: Prepare the computer for disassembly (see Preparation for disassembly on page 23). Remove the rear port cover (see Removing the rear port cover on page 23).

  • Page 68: Display Panel

    IMPORTANT: Install the new display panel together with all other parts in the replacement kit. Do not reuse any old parts. Return all old parts to HP for warranty processing. IMPORTANT: Use the exact cable that shipped with the replacement panel. Failure to use the correct cable can result in panel failure.
  • Page 69 Route the power button/fingerprint sensor/touch cable and backlight cable through the holes in the frame (3). NOTE: Non-touch models do not have a cable routed through the frame. Lift the frame from the display. Disconnect the backlight cable (1) from the rear of the display panel. Disconnect the display cable (2) from the rear of the display panel.
  • Page 70 Separate the middle frame from the display by sliding the bezel down, and then removing it from the display. NOTE: Display and middle frame appearance can vary. To install the display panel, reverse the removal procedures. Chapter 4 Removal and replacement procedures...

  • Page 71: Antennas

    Antennas The antennas route from the WLAN module to transceivers at the top of the computer. The transceivers are secured to the computer with adhesive. Models are available with either single antennas or dual antennas. NOTE: WLAN module orientation can vary. To remove the antennas: Prepare the computer for disassembly (see Preparation for disassembly on page...
  • Page 72 Remove the Phillips screw from the left antenna (1), and then peel the antenna from the chassis (2). From the back of the frame, pull the antenna cables through the hole in the frame (1). Remove the cables from the clips on the back of the frame (2). Pull the right antenna cable through the hole in the frame (3).

  • Page 73: Computer Setup (F10) Utility

    Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following tasks: Change settings from the defaults or restore the settings to default values. ● View the system configuration, including settings for processor, graphics, memory, audio, storage, ●...
  • Page 74 Use the arrow (left and right) keys to select the appropriate heading. Use the arrow (up and down) keys to select the option you want, then press Enter. To return to the Computer Setup Utilities menu, press Esc. To apply and save changes, select Main > Save Changes and Exit. ●...

  • Page 75: Computer Setup-Main

    Computer Setup–Main NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration. Table 5-1 Computer Setup—Main Option Description System Information Lists all information in following list if Advanced System Information is selected. Lists smaller subset if Basic System Information is selected.
  • Page 76 Integrated MAC Address System Diagnostics If the hard drive has the HP Advanced Diagnostics installed, the application will launch. If HP Advanced Diagnostics is not installed, then a basic version built into the BIOS will provide the capability to perform the following functions: ●...

  • Page 77: Computer Setup-Security

    Update System and Supported Device Firmware 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 will copy the BIOS file to the correct location on the hard drive or USB device.
  • Page 78 Table 5-2 Computer Setup—Security (continued) Option Description WMI commands that change system settings ● ● BIOS Configuration Utility (BCU) Alternative power-on password ● NOTE: Creating a BIOS user disables the Fast Boot option. NOTE: If the password is set, it is required to change Computer Setup options, update the BIOS, and make changes to certain plug and play settings under Windows.
  • Page 79 HP SureStart recovery. When this policy is set to manual, HP SureStart 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 input.
  • Page 80 Table 5-2 Computer Setup—Security (continued) Option Description Intel SGX is a set of processor code instructions from that allows user-level code to allocate private regions of memory, that unlike normal process memory is also protected from processes running at higher privilege levels. ●...

  • Page 81: Computer Setup-Advanced

    Table 5-2 Computer Setup—Security (continued) Option Description Secure Erase ● Lets you select a hard drive to completely erase. Once a hard drive has been erased with a program that utilizes Secure Erase firmware commands, no file recovery program, partition recovery program, or other data recovery method will be able to extract data from the drive.
  • Page 82 If enabled the system firmware gets the recovery agent from the network. If disabled the system firmware gets the recovery agent from a local drive. Recover after Boot Failure If enabled and no bootable UEFI operating system is found, the system firmware will launch HP Sure Recover. Secure Boot...
  • Page 83 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Clear Secure Boot Keys Lets you delete any previously loaded custom boot keys. Clearing keys will disable secure boot. Default is Disabled. Reset Secure Boot keys to factory defaults Default is Disabled. Enable MS UEFI CA key Disabling this setting alters the Secure Boot key list to further restrict the allowed software components.
  • Page 84 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading 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.
  • Page 85 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading Media Card Reader Default is Enabled. SATA0 Lets you disable the connector. Default is Enabled. SATA1 Lets you disable the connector. Default is Enabled. Restrict USB Devices Specify the following categories of USB devices to enable: Allow all USB devices (default) ●...
  • Page 86 Table 5-3 Computer Setup—Advanced (for advanced users) (continued) Option Heading 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. S0 (On) = Solid white LED.

  • Page 87: Recovering The Configuration Settings

    Recovering the configuration settings This method of recovery requires that you first perform the Save to Removable Media command with the Computer Setup (F10) Utility before Restore is needed. (See Computer Setup–Main on page 67 in the Computer Setup—File table.) The Save to Removable Media option creates a file named HPSETUP.TXT on an inserted USB flash media device.

  • Page 88: Using Hp Pc Hardware Diagnostics

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

  • Page 89: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

    If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 90: Starting Hp Pc Hardware Diagnostics Uefi

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

  • Page 91: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 92 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.

  • Page 93: Troubleshooting Without Diagnostics

    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.

  • Page 94: Helpful Hints

    Spend time troubleshooting the problem with the service technician. ● ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed. Restore the system from the Recovery Disc Set that you created or restore the system to its original ●...

  • Page 95: Solving General Problems

    Solving general problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
  • Page 96 In case of forgotten password, power loss, or computer malfunction, you must manually disable the Smart Cover lock . A key to unlock the Smart Cover Lock is not available from HP. Keys are typically available from a hardware store.
  • Page 97 Poor performance. Cause Solution Virus resident on the hard drive. Run virus protection program. Too many applications running. Close unnecessary applications to free up memory. Add more memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.

  • Page 98: Solving Power Problems

    System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution Remove the expansion cards one at a time until the 5V_aux light on the system board turns on. Replace the system board. Press and hold the power button for less than 4 seconds.

  • Page 99: Solving Hard Drive Problems

    Power LED flashes red four times, once every second, followed by a two-second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.) Computer powered off automatically and the Power LED flashes red three times and then white four times. Cause Solution Power failure (power supply is overloaded).
  • Page 100 Drive not found (identified). Cause Solution recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.

  • Page 101: Solving Audio Problems

    Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. Use the task manager to close programs that do not respond. Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power.

  • Page 102: Solving Printer Problems

    Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.

  • Page 103: Solving Keyboard And Mouse Problems

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

  • Page 104: Solving Hardware Installation Problems

    Mouse does not respond to movement or is too slow. Cause Solution Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the computer. Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in Sleep state.

  • Page 105: Solving Network Problems

    NOTE: DIMM1 or XMM1 must always be installed. DIMM1 must be installed before DIMM3. Replace third-party memory with HP memory. Replace the system board. Solving network problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling.
  • Page 106 Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution No active network is detected. Check cabling and network equipment for proper connection. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.

  • Page 107: Solving Memory Problems

    Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a memory module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.
  • Page 108 Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. 100 Chapter 7 Troubleshooting without diagnostics...

  • Page 109: Solving Usb Flash Drive Problems

    Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.

  • Page 110: Solving Software Problems

    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 continue and the HP logo does not display. Cause Solution ROM issue—POST error has occurred.
  • Page 111 Illegal Operation has Occurred error message is displayed. Cause Solution Software being used is not Microsoft-certified for your version of Verify that the software is certified by Microsoft for your version Windows. of Windows (see program packaging for this information). Configuration files are corrupt.

  • Page 112: Backing Up, Restoring, And Recovering

    You must be connected to the Internet to access the Get Help app. Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: ▲...

  • Page 113: Restoring And Recovery

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

  • Page 114: Post Error Messages And Diagnostic Front Panel Leds And Audible Codes

    POST error messages and diagnostic front panel LEDs and audible codes This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.
  • Page 115 Control panel message Description Recommended action RTC (real-time clock) battery may need to problem persists, replace the RTC battery. See be replaced. the Removal and Replacement section for instructions on installing a new battery. 008–Microcode Patch Error Processor is not supported by the BIOS. Upgrade BIOS to proper version.
  • Page 116 Run the Drive Protection erroneous error message.) System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 108 Chapter 9 POST error messages and diagnostic front panel LEDs and audible codes...
  • Page 117 System test under using F2 Diagnostics when booting the computer. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. 309 – 30C: Hard Disk 3–6: SMART Hard Drive Hard drive is about to fail. (Some hard drives...
  • Page 118 Control panel message Description Recommended action Reconfigure card resources and/or run Computer Setup or Windows utilities. 419-Out of Memory Space for Option ROMs Recently added PCI expansion card contains an If a PCI expansion card was recently ▲ option ROM too large to download during POST. added, remove it to see if the problem remains.

  • Page 119: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Control panel message Description Recommended action 90B-Fan Failure The system has detected that a cooling fan is Reseat fan. not operating correctly. Reseat fan cable. Replace fan. 90D-System Temperature Thermal shutdown occurred. The system BIOS Make sure system has proper airflow. has detected your machine was previously shut down to avoid overheating.
  • Page 120 Number of long beeps and blinks Error category Thermal System board Patterns of blink and 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. ●...

  • Page 121: 10 Password Security And Resetting Cmos

    If you lose or forget the password when in stringent security mode, the system can only be reset by System Management Command. This is a way for HP Service and Support to provide a secure method to access the BIOS and command a password reset for a specifically identified unit under the direction of the owner. This scenario is not covered under warranty.
  • Page 122 Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 123: Clearing And Resetting The Bios

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

  • Page 124: 11 Power Cord Set Requirements

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

  • Page 125: Country-Specific Requirements

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

  • Page 126: 12 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 127 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, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 128: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 129 512 KB flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 121...

  • Page 130: Questions And Answers

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

  • Page 131: Using Hp Sure Start (Select Models Only)

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

  • Page 132: 13 Specifications

    13 Specifications Model Dimensions Without stand Adjust Height Stand (0°) Reclining Stand (0°) Width 539.6 mm (21.2 in) 539.6 mm (21.2 in) 539.6 mm (21.2 in) Depth 53.8 mm (2.1 in) 180.3 mm (7.1 in) 261.8 mm (10.3 in) Height 341.8 mm (13.46 in) 467.7 mm (18.4 in) 269.9 mm (10.63 in)

  • Page 133: Index

    60 audible codes 111 removing 41 drive audio board helpful hints 86 2.5-inch, removing 27 removing 58 HP PC Hardware Diagnostics UEFI optical drive, replacing 28 audio problems 93 downloading 82 types 27 starting 82 using 81 backup, creating 104...
  • Page 134 USB flash drive 105 administrator 113 connectors on system board 21 recovery media clearing 113 data cable pinouts 22 creating using HP Cloud Recovery power-on 113 hard drive characteristics 21 Download Tool 104 port cover screws, correct size 20 creating using Windows tools...
  • Page 135 Torx T15 screwdriver 20 ventilation guidelines 18 VESA mounting bracket/fan assembly removing 48 webcam FHD 3 Full High Definition 3 Infrared 3 IR 3 webcam module removing 44 Windows backup 104 recovery media 104 system restore point 104 Windows tools, using 104 WLAN module illustrated 12 removing 34...

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