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Maintenance & Service Guide

HP Compaq Elite 8300 Touch All-in-One

Business PC

HP Compaq Elite 8300 All-in-One Business PC

HP Compaq Pro 6300 All-in-One Business PC

Summary of content (195 pages)

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Maintenance & Service Guide HP Compaq Elite 8300 Touch All-in-One Business PC HP Compaq Elite 8300 All-in-One Business PC HP Compaq Pro 6300 All-in-One Business PC
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
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About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. NOTE: Text set off in this manner provides important supplemental information.
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Table of contents 1 Product Features ............................................................................................................................................ 1 Overview .............................................................................................................................................. 1 Front components ................................................................................................................................ 3 Side components .............
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How to access and run HP PC Hardware Diagnostics - UEFI ........................................................... 27 Downloading HP PC Hardware Diagnostics to a USB device ............................................................ 28 5 Serial ATA (SATA) Drive Guidelines and Features .................................................................................... 29 SATA Hard Drives .......................................................................................................................
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Replacing drives ................................................................................................................................. 49 Replacing the hard disc drive with a 3.5-inch hard disc drive or a single 2.5-inch drive .... 49 Replacing the optical disc drive ......................................................................................... 53 Memory ....................................................................................................................................
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Solving Keyboard and Mouse Problems .......................................................................................... 138 Solving Hardware Installation Problems ........................................................................................... 140 Solving Network Problems ............................................................................................................... 142 Solving Memory Problems .................................................................................
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Country-specific requirements .......................................................................................................... 182 Appendix B Specifications ............................................................................................................................ 183 8300 models ..................................................................................................................................... 183 6300 models ......................................................
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1 Product Features Overview Figure 1-1 HP Compaq All-in-One Business PC (model 8300 shown) The HP Compaq All-in-One Business PC offers the following features: ● Integrated All-in-One form factor ● Full HD, LCD display (1920 x 1080) with LED backlighting ◦ 23-inch diagonal with optical touch ◦ 23-inch diagonal ◦ 21.
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2 ● Optional Tray-load HP SuperMulti DVD+/-RW SATA Optical Disc Drive or DVD-ROM disc drive ● Optional mSATA module that can be used as a cache or SSD for the Elite 8300 or as a second drive for the Pro 6300 ● Intel Q77 Express chipset – Intel vPro (HP Compaq Elite 8300 All-in-One Business PC) ● Intel Q75 Express chipset (HP Compaq Pro 6300 All-in-One Business PC) ● Two SODIMM slots with up to 16 GB of DDR3 SDRAM memory and dual channel memory support ● Intel integrated graphics ● DisplayPort
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Front components NOTE: Front components are the same for 6300 and 8300 models.
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NOTE: If you mute or reactivate the speaker in a software application, the icon illuminates or darkens accordingly. You cannot mute or reactivate the microphone from a software application. Side components NOTE: Side components are the same for 6300 and 8300 models. Figure 1-3 Side components Table 1-2 Side components 4 Component Component 1 Hard disc drive activity LED 6 Tray-load optical disc drive 2 HP 6-in-1 media card reader (optional) 7 Optical disc drive eject button 3 (2) USB 3.
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Rear components NOTE: Rear components are the same for 6300 and 8300 models. Figure 1-4 Rear components Table 1-3 Rear components Component Component 1 Access panel 8 DisplayPort connector 2 Access panel latches 9 RJ-45 Gigabit Ethernet port 3 Security lock slot 10 Stereo audio line out 4 Power connector 11 Rear port cover 5 (2) PS/2 mouse and keyboard connectors 12 Serial port (optional) 6 (2) USB 2.0 ports 13 Access panel security screw 7 (2) USB 3.
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Adjusting the tilt/swivel base Tilt the computer forward up to -5 degrees or backward up to +30 degrees to set it to a comfortable eye level. Figure 1-5 Adjusting tilt The tilt/swivel base has a swivel pad on the underside that allows you to swivel the computer up to 360 degrees left or right for the best viewing angle.
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Height adjustable/recline stand (optional) An optional stand may be purchased to allow ● height adjustment of 110 mm (4.3 inches) ● rotation from landscape to portrait position ● tilt backward up to +60 degrees ● recline to 30 degrees from the desktop WARNING! If the height adjustable/recline stand is installed, before laying the computer down for service, position the computer vertically by grasping the sides of the display, and then raise the display to the highest position.
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To install the height adjustable stand: 1. Insert the stand into the slots in the rear of the computer. Figure 1-8 Installing the height adjustable stand 2. Install the screws that secure the stand to the computer.
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2 Activating and Customizing the Software NOTE: This chapter provides information for both Windows 7 and Windows 8. Activating and customizing the software in Windows 7 If your computer was not shipped with a Windows® operating system, some portions of this documentation do not apply. Additional information is available in online help after you activate the operating system. CAUTION: Do not add optional hardware or third-party devices to the computer until the operating system is successfully activated.
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Downloading Windows 7 updates Microsoft may release updates to the operating system. To help keep the computer running optimally, HP recommends checking for the latest updates during the initial installation and periodically throughout the life of the computer. 1. To set up your Internet connection, click Start > Internet Explorer and follow the instructions on the screen. 2. After an Internet connection has been established, click the Start > All Programs > Windows Update. 3.
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CAUTION: After the activation process has begun, DO NOT TURN OFF THE COMPUTER UNTIL THE PROCESS IS COMPLETE. Turning off the computer during the activation process may damage the software that runs the computer or prevent its proper installation. Downloading Windows 8 updates Microsoft may release updates to the operating system. To help keep the computer running optimally, HP recommends checking for the latest updates during the initial installation and periodically throughout the life of the computer.
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3 Computer Setup (F10) Utility Computer Setup (F10) Utilities Use Computer Setup (F10) Utility to do the following: 12 ● Change factory default settings. ● Set the system date and time. ● Set, view, change, or verify the system configuration, including settings for processor, graphics, memory, audio, storage, communications, and input devices. ● Modify the boot order of bootable devices such as hard drives, optical drives, or USB flash media devices.
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● Solve system configuration errors detected but not automatically fixed during the Power-On SelfTest (POST). ● Replicate the system setup by saving system configuration information on a USB device and restoring it on one or more computers. ● Execute self-tests on a specified ATA hard drive (when supported by drive). ● Enable or disable DriveLock security (when supported by drive).
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Computer Setup—File NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration.
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Computer Setup—Storage NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-3 Computer Setup—Storage Option Description Device Configuration Lists all installed BIOS-controlled storage devices. When a device is selected, detailed information and options are displayed. The following options may be presented: ● Hard Disk: Size, model, firmware version, serial number, connector color.
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Table 3-3 Computer Setup—Storage (continued) Storage Options eSATA Port Allows you to set a SATA port as an eSATA port for use with an external drive. Default is enabled. This setting affects only the port with the black connector, labeled as eSATA on the system board. This port should have the eSATA back panel connector attached to use eSATA drives. For more information, see the eSATA white paper at www.hp.com.
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Table 3-3 Computer Setup—Storage (continued) DPS Self-Test Allows you to execute self-tests on ATA hard drives capable of performing the Drive Protection System (DPS) self-tests. NOTE: This selection will only appear when at least one drive capable of performing the DPS self-tests is attached to the system.
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Computer Setup—Security NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-4 Computer Setup—Security Option Description Setup Password Allows you to set and enable a setup (administrator) password. NOTE: If the setup password is set, it is required to change Computer Setup options, flash the ROM, and make changes to certain plug and play settings under Windows. Power-On Password Allows you to set and enable a power-on password.
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Table 3-4 Computer Setup—Security (continued) Device Security Allows you to set Device Available/Device Hidden (default is Device Available) for: ● Embedded security device ● System audio ● USB controller (varies by model) ● Network controller NOTE: You must disable AMT before trying to hide the network controller.
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Table 3-4 Computer Setup—Security (continued) Master Boot Record Security Enables/disables Master Boot Record (MBR) security. The MBR contains information needed to successfully boot from a disk and to access the data stored on the disk. Master Boot Record Security may prevent unintentional or malicious changes to the MBR, such as those caused by some viruses or by the incorrect use of certain disk utilities.
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Table 3-4 Computer Setup—Security (continued) System Security (these options are hardware dependent) Data Execution Prevention (enable/disable) - Helps prevent operating system security breaches. Default is enabled. SVM CPU Virtualization (enable/disable). Controls the virtualization features of the processor. Changing this setting requires turning the computer off and then back on. Default is disabled.
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Table 3-4 Computer Setup—Security (continued) DriveLock Security Allows you to assign or modify a master or user password for hard drives. When this feature is enabled, the user is prompted to provide one of the DriveLock passwords during POST. If neither is successfully entered, the hard drive will remain inaccessible until one of the passwords is successfully provided during a subsequent cold-boot sequence.
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Computer Setup—Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-5 Computer Setup—Power Option Description OS Power Management ● Idle Power Savings—Extended/Normal. Allows certain operating systems to decrease the processors power consumption when the processor is idle. Default is extended. ● Runtime Power Management— Enable/Disable.
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Computer Setup—Advanced NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table 3-6 Computer Setup—Advanced (for advanced users) Option Heading Power-On Options Allows you to set: ● POST mode (QuickBoot, Clear Memory, FullBoot, or FullBoot Every x Days). ◦ QuickBoot (default) = Do not clear memory or perform a memory test. ◦ FullBoot = Memory test (count) on cold boot. Clears memory on all boots. ◦ Clear Memory = No memory count on cold boot.
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Table 3-6 Computer Setup—Advanced (for advanced users) (continued) BIOS Power-On Allows you to set the computer to turn on automatically at a time you specify. Onboard Devices Allows you to set resources for or disable Legacy devices. Select the Legacy device's IRQ, DMA, and I/O Range. The settings may not take effect for all operating systems. To hide a device from the operating system, see Security > Device Security.
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Table 3-6 Computer Setup—Advanced (for advanced users) (continued) VGA Configuration Displayed only if there is an add-in video card in the system. Allows you to specify which VGA controller will be the “boot” or primary VGA controller. AMT Configuration Allows you to set: ● AMT (enable/disable). Allows you to enable or disable functions of the embedded Management Engine (ME) such as Active Management Technology (AMT).
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4 HP PC Hardware Diagnostics To help troubleshoot and diagnose failures, use the UEFI-based hardware diagnostic solution that HP includes on all products. This tool can even be used if the computer will not boot to the operating system. Why run HP PC Hardware Diagnostics – UEFI The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite the support process when issues are found. The tools save time by pinpointing the component that needs to be replaced.
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After pressing F2, the BIOS sequentially searches three places for the system diagnostics: a. First – a connected USB drive (to download the diagnostics tools to a USB drive, see the instructions in Downloading HP PC Hardware Diagnostics to a USB device on page 28). b. Second – the hard disk drive. c. Third – in the BIOS, a core set of diagnostics (for memory and hard disk drive) that are accessible only if the USB or hard disk drive versions are not detected.
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5 Serial ATA (SATA) Drive Guidelines and Features NOTE: HP only supports the use of SATA hard drives on these models of computer. No Parallel ATA (PATA) drives are supported. SATA Hard Drives Serial ATA Hard Drive Characteristics Number of pins/conductors in data cable 7/7 Number of pins in power cable 15 Maximum data cable length 39.37 in (100 cm) Data interface voltage differential 400-700 mV Drive voltages 3.3 V, 5 V, 12 V Jumpers for configuring drive N/A Data transfer rate 3.
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SMART ATA Drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers have built-in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive. The SMART drive tracks fault prediction and failure indication parameters such as reallocated sector count, spin retry count, and calibration retry count. If the drive determines that a failure is imminent, it generates a fault alert.
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6 Routine Care and Disassembly Preparation This chapter provides general service information for the computer. Adherence to the procedures and precautions described in this chapter is essential for proper service. CAUTION: When the computer is plugged into an AC power source, voltage is always applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
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Electrostatic discharge information A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to electrostatic discharge (ESD) may not appear to be affected at all and can work perfectly throughout a normal cycle. The device may function normally for a while, but it has been degraded in the internal layers, reducing its life expectancy.
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● Always be properly grounded when touching a sensitive component or assembly. ● Avoid contact with pins, leads, or circuitry. ● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam. Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to equipment: ● Wrist straps are flexible straps with a maximum of one-megohm ± 10% resistance in the ground cords.
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● Conductive bins and other assembly or soldering aids ● Conductive foam ● Conductive tabletop workstations with ground cord of one-megohm +/- 10% resistance ● Static-dissipative table or floor mats with hard tie to ground ● Field service kits ● Static awareness labels ● Wrist straps and footwear straps providing one-megohm +/- 10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes ● Opaque shielding bags ● Transparen
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Routine Care General cleaning safety precautions 1. Never use solvents or flammable solutions to clean the computer. 2. Never immerse any parts in water or cleaning solutions; apply any liquids to a clean cloth and then use the cloth on the component. 3. Always unplug the computer when cleaning with liquids or damp cloths. 4. Always unplug the computer before cleaning the keyboard, mouse, or air vents. 5. Disconnect the keyboard before cleaning it. 6.
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● If you remove a key, use a specially designed key puller to prevent damage to the keys. This tool is available through many electronic supply outlets. CAUTION: Never remove a wide leveled key (like the space bar) from the keyboard. If these keys are improperly removed or installed, the keyboard may not function properly. ● Cleaning under a key may be done with a swab moistened with isopropyl alcohol and squeezed out. Be careful not to wipe away lubricants necessary for proper key functions.
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Cables and connectors Most cables used throughout the unit are flat, flexible cables. These cables must be handled with care to avoid damage. Apply only the tension required to seat or unseat the cables during insertion or removal from the connector. Handle cables by the connector whenever possible. In all cases, avoid bending or twisting the cables, and ensure that the cables are routed in such a way that they cannot be caught or snagged by parts being removed or replaced.
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7 Removal and Replacement Procedures All-in One (AIO) Chassis The following sections provide information about disassembling various components of the computer. Procedures for disassembling both 6300 and 8300 models are the same unless noted. Preparing to disassemble the computer To avoid injury and equipment damage, always complete the following steps in order, when opening the HP Pro All-in-One. 1. Remove all media from the computer. 2. Shut down the computer. 3.
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Removing the rear port cover 1. If a cable lock is installed on the rear of the unit, remove the lock. 2. Grasp the rear port cover, then pull it down and off the computer. NOTE: Removing the rear port cover may require that you use a significant amount of force. NOTE: If using forceful pressure on the ribs does not remove security cover, grip the exposed edge of the security cover by the AC plug and pull it straight out. Figure 7-1 Removing the rear port cover Cable management cover 1.
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Installing an access panel security screw You may prevent access to internal components by securing the access panel. Screw a T15 tamperresistant Torx screw through the left latch of the access panel to prevent removal of the panel. NOTE: Spare parts for the security screw or associated hardware are not provided. Figure 7-3 Securing the access panel Synchronizing the optional wireless keyboard or mouse The optional wireless keyboard and mouse are easy to set up.
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3. Insert the wireless receiver into a USB 2.0 port on the computer. NOTE: Insert the wireless receiver into a USB 2.0 port that is separated from USB 3.0 devices. Figure 7-4 Installing the wireless receiver 4. Make sure the Power switch on the bottom of the mouse is in the On position. 5. Press and release the Connect button on the bottom of the mouse.
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Access panel The computer has one main rear access panel that allows access to internal components. To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Slide the access panel latches toward the edges of the unit, then slide the access panel toward the top of the computer until it slides off the unit.
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3. To replace the access panel, hold the panel at a 90-degree angle, place the top into the guides in the chassis, and then press down to align it with the guides. Figure 7-7 Replacing the access panel NOTE: Align the bottom of the access panel with the notches on the outside edge of the computer (1) when installing. If an access panel sensor is installed, make sure the tab (2) on the bottom of the access panel slides over the sensor (3) when replacing the access panel.
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Stand The stand is secured with two captive Torx screws. You must remove a plastic cover to gain access to the screws. You must remove the access panel to remove the stand. To remove the stand: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Push the release button (1) on the bottom of the stand and pull the back of the stand off (2). Figure 7-9 Removing the back of the stand 4.
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5. Lift the stand up and off the computer. Figure 7-11 Removing the stand To replace the stand, reverse the removal procedures.
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Lower panel The lower panel is located under the stand and on the bottom part of the computer. Figure 7-12 Lower panel location To remove the access panel: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the screw (1) in the middle of the lower panel, and detach the lower panel from the chassis (2).
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Metal plate The metal plate is located under the stand. Figure 7-14 Metal plate location To remove the metal plate: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the lower panel (see Lower panel on page 46). 5. Remove the two Torx screws (1) securing the metal plate to the chassis.
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6. Slide the metal plate left to the left (2), and then lift it off the chassis (3). Figure 7-15 Removing the metal plate To replace the lower panel, reverse the removal procedures.
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Replacing drives Replacing the hard disc drive with a 3.5-inch hard disc drive or a single 2.5-inch drive The hard disc drive is located behind the access panel on the left side of the computer (when viewed from behind). The drive is housed in a removable cage. Figure 7-16 Hard drive location If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting drive (SED), you will need a drive adapter. The drive adapter is not included in the 2.5-inch SSD spare parts kits.
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3. Pull the latch next to the lower side of the hard disc drive cage away from the cage to release it, then slide the cage toward the edge of the chassis and lift it out. Figure 7-17 Removing the hard disc drive cage 4. Lift the latch on one side of the hard disc drive cage and pull the hard disc drive out of the cage.
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5. Remove the four mounting screws from the hard disc drive. Be sure to keep the blue rubber grommets with each screw. Figure 7-19 Removing the mounting screws 6. Screw the four mounting screws into the new hard disc drive. Be sure to keep the blue rubber grommets behind each screw. Figure 7-20 Inserting the mounting screws NOTE: If you choose to install an optional 2.5-inch solid state drive (SSD) or self-encrypting drive (SED), you must 1. mount the drive in a drive adapter 2.
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7. Slide the new hard disc drive, or drive adapter bracket holding an optional 2.5-inch drive, into the cage until it snaps in place. Be sure that the connector on the hard disc drive is at the opening of the cage. Figure 7-21 Inserting the hard disc drive into the cage 8. With the hard disc drive connector facing toward the center of the chassis, place the hard disc drive cage into the chassis and slide it toward the center until it snaps firmly into place.
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Replacing the optical disc drive The optical disc drive is located above the hard disc drive on the left side of the computer (when viewed from behind). The optical drive data cable connects to the SATA2 and SATA PWR2 system board connectors. NOTE: The drive bracket is not spared. When replacing an optical drive, remove the bracket from the old drive and install it on the new drive. Figure 7-23 Optical drive location 1.
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3. Lift the tab at the back of the optical disc drive enclosure to release the drive. Figure 7-24 Removing the optical disc drive NOTE: When replacing an optical drive, remove the bracket from the old drive and install it on the new drive. The bracket is not spared. 4. Remove the two screws securing the optical disc drive bracket to the drive.
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5. Secure the optical disc drive bracket to the new drive with the two screws. Figure 7-26 Attaching the optical disc drive bracket 6. Align the new optical disc drive with the opening in the side of the computer. Push the drive in firmly until it snaps into place. NOTE: The optical disc drive can be installed in only one way. Figure 7-27 Installing the optical disc drive 7. To replace the access panel, set the panel on the back of the computer, slightly above the stand, and slide it down into place.
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Memory Memory modules are located on the right side of the computer (viewed from behind). The computer has two memory slots. Figure 7-28 Memory module location For proper system operation, the SODIMMs must be: ● industry-standard 204-pin ● unbuffered non-ECC PC3-10600 DDR3-1600 MHz-compliant ● 1.
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Table 7-1 Identifying SODIMM locations Location System Board Label Channel Lower Socket SODIMM1 Channel A Upper Socket SODIMM3 Channel B ● The system will operate in single channel mode if the SODIMM sockets are populated in one channel only. ● The system will operate in flex mode if the memory capacity of the SODIMM in Channel A is not equal to the memory capacity of the SODIMM in Channel B.
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5. To install a memory module, slide the SODIMM into the socket at approximately a 30° angle (1), then press the SODIMM down (2) so that the latches lock it in place. Figure 7-30 Installing a memory module NOTE: A memory module can be installed in only one way. Match the notch on the module with the tab on the memory socket. The computer automatically recognizes the additional memory when you turn on the computer.
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Replacing the battery The RTC battery is located near the memory modules under the memory access panel. Figure 7-31 Battery location The battery is located in the memory compartment. The battery that comes with the computer provides power to the real-time clock. When replacing the battery, use a battery equivalent to the battery originally installed in the computer. The computer comes with a 3-volt lithium coin cell battery. WARNING! The computer contains an internal lithium manganese dioxide battery.
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2. Remove the access panel (see Access panel on page 42). The battery can now be seen on the lower right side of the fan. Figure 7-32 Locating the battery 3. To release the battery from its holder, squeeze the metal clamp that extends above one edge of the battery. When the battery pops up, lift it out (1). 4. To insert the new battery, slide one edge of the replacement battery under the holder’s lip with the positive side up.
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Serial port The serial port is located near the bottom of the computer below the hard drive. It is secured with one Phillips screw. Figure 7-34 Serial port location To remove the serial port: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the lower panel (see Lower panel on page 46). 4. Remove the Phillips screw (1) that secures the port to the computer. 5.
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6. Remove the cable from its routing path (3), and remove the serial port assembly from the computer. Figure 7-35 Removing the serial port To install the serial port, reverse the removal procedures.
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Webcam module On products that ship with a webcam module, the module is located at the top of the computer beneath the top panel. It is secured with two silver Phillips screws and has one connector. The webcam module is optional. Figure 7-36 Webcam module location To remove the webcam module: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42).
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3. Remove the two Torx screws that secure the webcam module bracket to the computer. Figure 7-37 Removing the webcam module 4. Rotate the assembly to gain access to the connector on the module, and then disconnect the cable from the module.
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5. To remove the module from the bracket, remove the two Phillips screws that secure the module, and then separate the module from the bracket. Figure 7-39 Disconnecting the webcam module cable To install a webcam module, reverse the removal procedures.
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Converter board The converter board is located on the left side of the computer (viewed from behind) under the main rear cover. It is secured with two Torx screws and has two connectors. Use the same converter spare part for all display panels; however, you must change jumper settings on the board based on the display panel. Figure 7-40 Converter board location To remove the converter board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2.
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4. Remove the two black Torx screws (2) that secure the board to the computer. Note the converter board jumper settings stamped on the chassis (3). Be sure to correctly position the jumpers on the converter board for the installed display panel. Figure 7-41 Removing the converter board 5. Lift the converter board from the computer.
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21.5-inch 23.0-inch To install the converter board, reverse the removal procedures.
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Touch sensor board NOTE: The touch sensor board is located on the right side of the computer (viewed from behind) above the system board. It is secured with one Torx screw and has three connectors. Touch sensor boards are spared with the touch panel spare part kit. Be sure to replace the touch sensor board when replacing a touch display panel. Figure 7-42 Touch sensor board location To remove the touch sensor board: 1.
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4. Remove the Torx screw (2) that secures the board to the computer. Figure 7-43 Removing the touch sensor board 5. Lift the touch sensor board from the computer. To install the touch sensor board, reverse the removal procedures.
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Heat sinks – Graphics board and processor Separate heat sinks cool the discrete graphic board (select models only) and the processor. If installed, you must remove the smaller graphics heat sink before you can remove the larger processor heat sink. The graphics heat sink is secured with three Torx screws – two captured, one not captured. The heat sinks share the one non-captured screw. The processor heat sink is secured with five Torx screws – four captured, one shared, not captured.
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4. Loosen the two silver captive Torx screws on the heat sink (2), and then lift the heat sink out of the computer (3). CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the downward forces on the processor. This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the system board.
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4. In the order indicated on the heat sink, loosen the four silver captive Torx screws (1) – (4), and then lift the heat sink out of the computer (5). CAUTION: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to even the downward forces on the processor. This is especially important as the pins on the socket are very fragile and any damage to them may require replacing the system board.
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6. Lift the heat sink assembly from the computer (6). CAUTION: To reduce a degradation in thermal performance, be sure not to touch the thermal grease on the surface of the processor or the heat sink. Figure 7-47 Removing the processor heat sink — 8300 models 7. If you need to remove the fan from the heat sink, remove the three small Phillips screws that secure the fan to the heat sink, and lift the fan from the heat sink.
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Processor 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the graphics heat sink (see Graphics heat sink on page 71). 4. Remove the processor heat sink (see Processor heat sink – model 6300 on page 72). 5. Rotate the locking lever to its full open position (1). 6. Raise and rotate the microprocessor retainer to its fully open position (2). 7.
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3. If reusing the existing fan sink, clean the bottom of the fan sink with the alcohol pad provided in the spares kit. CAUTION: Before reinstalling the fan sink you must clean the top of the processor and the bottom of the fan sink with an alcohol pad supplied in the spares kit. After the alcohol has evaporated, apply thermal grease to the top of the processor from the syringe supplied in the spares kit. 4.
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To remove the mSATA SSD: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the two Phillips screws that secure the SSD to the computer. 4. Lift the SSD to a 45-degree angle, and then pull it away to remove it from the socket. To install the mSATA SSD, reverse the removal procedures. NOTE: mSATA SSD are designed with a notch to prevent incorrect insertion.
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4. Remove the lower panel (see Lower panel on page 46). 5. Remove the metal plate (see Metal plate on page 47). 6. Disconnect the antenna cables from the module (1). 7. Remove the Phillips screw (2) that secures the module to the computer.
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8. Lift the module to a 45-degree angle (1), and then pull it away to remove it from the socket (2). Figure 7-53 Removing the WLAN module To install the WLAN module, reverse the removal procedures. NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
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Graphics board The graphics board is secured with two Torx screws. Removing it allows access to the webcam and allows you to remove the main rear cover. Figure 7-54 Graphics board location To remove the graphics board: 80 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the graphics heat sink (see Graphics heat sink on page 71). 4.
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5. Rotate the board upward (2), and then pull it up and away from the connector to remove it from the computer (3). Figure 7-55 Removing the graphics board To replace the graphics board, reverse the removal procedures.
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Speakers On products that ship with speakers, the speakers are located at the bottom of the computer. Two separate speakers are each secured by two Torx screws. To remove the right speaker you have to remove the power supply plug. Speakers are optional. Figure 7-56 Speaker location To remove the speakers: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44).
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Fan The fan is located near the middle of the computer and is secured with three Torx screws. You have to remove the metal plate to remove the fan.. To remove the fan assembly: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the lower panel (see Lower panel on page 46). 5. Remove the metal plate (see Metal plate on page 47). 6.
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Side panels The side panels are located one each side of the computer. They are secured with tabs, and the removal procedures are similar for both panels. Figure 7-59 Side panel locations To remove the side panels: 84 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the lower panel (see Lower panel on page 46). 5.
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7. Rotate the panel out and off of the computer (2). NOTE: The removal and replacement procedures are similar for both panels. Figure 7-60 Removing the side panels (left side shown) To install the side panels, reverse the removal procedures.
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Power supply The power supply is located at the middle, bottom of the computer. It is secured with two Torx screws. The power connector mounts separately with one Torx screw. The power supply slides out of the bottom of the bracket that secures it. Figure 7-61 Power supply location To remove the power supply: 86 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3.
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5. Remove the Torx screw (1) that secures the power connector to the computer, and then lift the connector from atop the speaker (2). Figure 7-62 Removing the power connector 6. Disconnect the cable from the system board connector (1). 7. Position the cable above the power supply (2). Positioning the cable above the power supply makes it easier to slide the power supply downward and out of the bracket that secures it.
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8. Slide the power supply downward and out of the bracket that houses it. Figure 7-64 Sliding the power supply out of the housing To install the power supply, reverse the removal procedures.
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System board The system board is located on the right side of the computer (viewed from the rear). It is secured with eight Torx screws. To remove the system board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the lower panel (see Lower panel on page 46). 5. Remove the memory modules (see Memory on page 56). 6.
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11. Remove the cable mounting bracket by removing the Torx screw (1), and then sliding it up (2) and lifting it out of the computer. Figure 7-65 Removing the cable mounting bracket 12. On model 6300, remove the eight Torx screws (1) that secure the system board to the computer. On model 8300, remove the ten Torx screws that secure the system board to the computer. NOTE: Model 6300 shown in the following image. 13.
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14. Slide the system board toward the top of the computer (3), and then lift up the board from left side to prevent interference between the side I/O bracket with the I/O ports on board. Figure 7-66 Removing the system board (model 6300 shown) To install the system board, reverse the removal procedures. Replace the thermal pad below the system board.
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When replacing the system board, be sure to route the cables correctly. See the following images for cable routing.
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Route the following cables from under the power supply: ● Power button board ● Hard drive data (SATA) ● Hard drive power ● Hood sensor System board 93
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Updating SMBIOS Information When replacing the system board, you must reprogram the SMBIOS information on the affected computer. Failure to reprogram the board will result in eventual failure, such as an activation failure (need to reactivate the system) or a system recovery failure. To update SMBIOS information in Computer Setup: 1. Turn on or restart the computer. 2. Press Esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen.
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Card reader board The card reader board is located on the right side of the system board. It is secured with two screws. Figure 7-67 Card reader board location To remove the card reader board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42).
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3. Remove the two Phillips screws (1) that secure the board to the system board. Figure 7-68 Removing the card reader board screws 4. Lift the board to a 45-degree angle (1), and then pull it away to remove it from the socket (2). Figure 7-69 Removing the card reader board To install the card reader board, reverse the removal procedures.
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Power button board The power button board is located on the bottom left corner of the computer. It is covered by a Mylar shield and has two connectors and one screw. Figure 7-70 Power button board location To remove the power button board: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the stand (see Stand on page 44). 4. Remove the lower panel (see Lower panel on page 46). 5.
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7. Remove the Torx screw (1) that secures the Mylar that covers the power button board, and then lift the Mylar from the computer (2). NOTE: On some models, the left screw that secures the left speaker (when viewed from the rear) may also secure the Mylar.
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8. Disconnect the two cables (1) from the board, and then remove the Torx screw that secures the board to the computer (2). Figure 7-72 Removing the power button board 9. Remove the power button board from the computer. To install the power button board, reverse the removal procedures.
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Front bezel The front bezel is located on the front of the computer and is secured to the main system bracket with eight Torx screws. Replacement bezels include the webcam shutter and capacitive sensor board. On models that do not include a webcam, you must remove the shutter and install the webcam insert (Webcam assembly kit) into the slot in which the webcam would otherwise be installed. To remove the front bezel: 1.
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12.
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◦ Right 4 screws ◦ Bottom: 2 screw Figure 7-75 Front bezel assembly screw locations – 8300 models 13. Lift the bracket from the bezel. To install the front bezel, reverse the removal procedures.
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Antenna The antenna route from the WLAN card to the top of the computer. To remove the antenna: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Remove the access panel (see Access panel on page 42). 3. Remove the optical drive (see Replacing the optical disc drive on page 53). 4. Remove the stand (see Stand on page 44). 5. Remove the lower panel (see Lower panel on page 46). 6. Remove the metal plate (see Metal plate on page 47). 7.
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12. Remove the two Torx screws that secure each antenna to the frame.
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13. Note the routing path for each antenna for replacement. Figure 7-78 Antenna routing paths To install the antenna, reverse the removal procedures. Display panel Model 6300 offers three different display panels – LG, AUO, and CMI. Model 8300 offers three different display panels – LG, Samsung, and CMI. Display panels require a backlight cable specific to the manufacturer. Make sure you use the backlight cable packaged with the display panel.
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7. Remove the power supply (see Power supply on page 86). 8. Remove the speakers (see Speakers on page 82). 9. Remove the side panels (see Side panels on page 84). 10. Remove the front bezel (see Front bezel on page 100). 11. Disconnect the backlight cable from the display panel. NOTE: Replace the backlight cable with the new backlight cable that comes with the new display panel kit. Remove the backlight cable from the defective panel before sending the panel back to the supplier.
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12. Model 6300: Remove the four Torx screws that secure the display panel to the frame. The screw locations for each manufacturer are stamped into the metal. The LG (1) and AUO (2) panels are secured with two screws on each side (left and right). Figure 7-80 Display panel screw locations – 6300 models – LG or AUO panel The CMI panel is secured with two screws on top, two screws on the bottom.
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13. Model 8300: Remove the four Torx screws that secure the display panel to the frame. The screw locations for each manufacturer are stamped into the metal. The LG (1) and AUO (2) panels are secured with two screws on each side (left and right). Figure 7-82 Display panel screw locations – 8300 models – Samsung or LG panel The CMI panel is secured with two screws on top, two screws on the bottom. Figure 7-83 Display panel screw locations – 8300 models – CMI panel 14. Lift the display panel from the frame.
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15. Disconnect the display cable from the display panel by pressing in on the tabs (1) on the side of the connector, and pulling the cable from the connector (2). Figure 7-84 Disconnecting the display cable from the display panel Be sure to correctly position the jumpers on the converter board for the installed display panel, as follows: CAUTION: Incorrect jumper placement can result in damage to the converter board and display panel. ● ● 21.
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21.5-inch 23.0-inch To install a display panel, reverse the removal procedures. When replacing a touch display panel, be sure to route the ZIF cables through separate holes in the frame so they correctly connect to the touch sensor board.
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Hood sensor The hood sensor is located on the bottom left of the computer (when viewed from behind). Figure 7-85 Hood sensor location To remove the hood sensor: 1. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 2. Prepare the computer for disassembly (see Preparing to disassemble the computer on page 38). 3. Remove the access panel (see Access panel on page 42). 4. Remove the stand (see Stand on page 44). 5.
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13. Remove the cable from its routing path. Figure 7-86 Hood sensor cable routing path 14. Slide the hood sensor out of its slot built into the chassis. NOTE: the hood sensor fits tightly into the slot. Removal may require a flat-blade screwdriver to help disengage it. Figure 7-87 Removing the hood sensor To install the hood sensor, reverse the removal procedures.
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Hard drive and optical drive cables and connectors The hard drive and optical drive connectors are located near the middle of the computer, partially under the main display bracket. Each connector is secured with two Torx screws and has two cables that connect to the system board. The optical drive connector cables are longer than the hard drive connector cables. Figure 7-88 Hard drive cable and optical drive cable location To remove the hard drive or optical drive connector: 1.
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13. Disconnect the hard drive cables or the optical drive cables from the system board. NOTE: Be careful not to damage the cable when disconnecting it from the board. Do not pull on the wires. 14. Remove the connector from the computer. Figure 7-89 Removing the hard drive or optical drive connectors To install the hard drive or optical drive connector, reverse the removal procedures.
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8 Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as USB devices, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
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● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 116 in this guide. To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/ go/ispe. Access the Business Support Center (BSC) at http://www.hp.
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● Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is set to power on automatically as soon as power is restored in Computer Setup.
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Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
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Cursor will not move using the arrow keys on the keypad. Cause Solution The Num Lock key is turned on. Press the Num Lock key. The Num Lock light must be off if you want to use the arrow keys on the keypad. You can also disable or enable the Num Lock key in Computer Setup at Advanced > Device Options. There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1.
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Table 8-1 Solving General Problems (continued) Poor performance. Cause Solution Virus resident on the hard drive. Run virus protection program. Too many applications running. Windows 7: 1. Close unnecessary applications to free up memory. 2. Add more memory. 3. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup: In Windows 7: a.
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Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing). Cause Solution Processor thermal protection activated: 1. Ensure that the computer air vents are not blocked and the processor cooling fan is running. 2. Open the access panel, press the power button, and see if the processor fan (or other system fan) spins.
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Solving Power Problems Common causes and solutions for power problems are listed in the following table. Table 8-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution If equipped with a voltage selector, voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V). Select the proper AC voltage using the selector switch. Power supply will not turn on because of internal power supply fault. Replace the power supply.
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Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Power failure (power supply is overloaded). 1. If equipped with a voltage selector, check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region. 2.
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Solving Hard Drive Problems Table 8-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. In Windows 7, click Start, click Computer, and rightclick on a drive. Select Properties, and then select the Tools tab. Under Error-checking click Check Now. In Windows 8, on the Start screen type e, and then select File Explorer from the list of applications.
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Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard drive may have been damaged. 1. Perform Drive Protection System (DPS) testing in system ROM. System files missing or not properly installed. 1. Insert bootable media and restart the computer. 2. Boot to the windows installation media and select the recovery option. If only a restore kit is available, then select the File Backup Program option, and then restore the system. 3.
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Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. 1. Use the task manager to close programs that do not respond. 2. Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again.
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Solving Media Card Reader Problems Table 8-4 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Windows. Cause Solution By default, Windows will format any media card with a capacity greater than 32MB with the FAT32 format. Some digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card.
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Do not know how to remove a media card correctly. Cause Solution The computer’s software is used to safely eject the card. In Windows 7, click Start, select Computer, right-click on the corresponding drive icon, and then select Eject. Pull the card out of the slot. In Windows 8, on the Start screen, type e, and then click File Explorer from the list of applications. Expand Computer, right-click on the corresponding drive icon, and then select Eject. Pull the card out of the slot.
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Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Table 8-5 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on. Bad monitor. Try a different monitor. The cable connections are not correct.
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Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video memory error. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board.
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Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded. Install the video drivers included in the upgrade kit. Monitor is not capable of displaying requested resolution. Change requested resolution. Graphics card is bad. Replace the graphics card. The picture is broken up, rolls, jitters, or flashes. Cause Solution The monitor connections may be incomplete or the monitor may be incorrectly adjusted.
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“Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the monitor supports. Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect. To enter Safe Mode in Windows 7: 1. Restart the computer. 2. Press and hold the F8 key as your computer restarts, before the Windows logo appears. If the Windows logo appears, you must restart the computer and try again. 3.
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Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only). Cause Solution Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card. 1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu. 2.
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Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 8-6 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications. Sound does not come out of the speaker or headphones. Cause Solution Software volume control is turned down or muted.
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Table 8-6 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution Some applications can select which audio output device is used. Make sure the application has selected the correct audio device. The operating system controls may be set to use a different audio device as the default output device than what is expected. Set the operating system to use the correct audio device. Sound from headphones is not clear or muffled.
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Table 8-6 Solving Audio Problems (continued) There is no sound or sound volume is too low. Cause Solution Some applications can select which audio output device is used. Make sure the application has selected the correct audio device. The operating system controls may be set to use a different audio device as the default output device than what is expected. Set the operating system to use the correct audio device.
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Table 8-7 Solving Printer Problems (continued) 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 on. Printer will not print. Cause Solution The printer may be out of paper. Check the paper tray and refill it if it is empty.
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Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Table 8-8 Solving Keyboard Problems A wireless keyboard/mouse is not working correctly. Symptoms include lagging mouse movement, jumpy mouse/ keyboard, or no function of mouse/keyboard and external drive. Cause Solution If your computer is equipped with USB 3.0 ports, connected USB 3.
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Table 8-9 Solving Mouse Problems Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged into the back of the computer. Shut down the computer using the keyboard. Windows 7: 1. Press the Ctrl and Esc keys at the same time (or press the Windows logo key) to display the Start menu. 2. Use the arrow keys to select Shut Down and then press Enter. 3.
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Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows automatically recognizes the device and configures the computer. If you install a non-plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the instructions that appear on the screen.
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Computer will not start. Cause Solution Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location. 1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation. NOTE: DIMM1 or XMM1 must always be installed. On all computers except the USDT, DIMM1 must be installed before DIMM2, and DIMM3 must be installed before DIMM4. 2.
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Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Bad option card. 1. Check each option card by removing the cards one at time (if multiple cards), then power on the system to see if fault goes away. 2. Once bad card is identified, remove and replace bad option card. 3. Replace the system board.
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Network driver does not detect network controller. Cause Solution Network controller is disabled. 1. Run Computer Setup and enable network controller. 2. Enable the network controller in the operating system using Device Manager. To access Device Manager in Windows 7, click Start, select Control Panel, and then select Device Manager. To access Device Manager in Windows 8, from the Start screen, type c, select Control Panel from the list of applications, and then select Device Manager.
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Diagnostics reports a failure. Cause Solution The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector. There is a problem with the cable or a device at the other end of the cable. Ensure that the cable and device at the other end are operating correctly.
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Table 8-11 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. The network controller is defective. Contact an authorized service provider. New network card will not boot.
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Table 8-12 Solving Memory Problems System will not boot or does not function properly after installing additional memory modules. Cause Solution A memory module is not installed in the DIMM1 or XMM1 socket. Ensure that a memory module is installed in the DIMM1 or XMM1 socket on the system board. This socket must be populated with a memory module. Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly.
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Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 8-13 Solving Processor Problems Poor performance is experienced. Cause Solution Processor is hot. 1. Make sure the airflow to the computer is not blocked. 2. Make sure the fans are connected and working properly (some fans only operate when needed). 3. Make sure the processor heat sink is installed properly.
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Table 8-14 Solving CD-ROM and DVD Problems (continued) System will not boot from CD-ROM or DVD drive. Cause Solution Network Boot is enabled in Computer Setup. Run the Computer Setup utility and disable Network Boot in Security > Network Boot. Non-bootable CD in drive. Try a bootable CD in the drive. Boot order not correct. Run the Computer Setup utility and change boot sequence in Storage > Boot Order. Drive not found (identified). Cause Solution Cable could be loose. Check cable connections.
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Cannot eject compact disc (tray-load unit). Cause Solution Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly. Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc. CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start. Cause Solution Media is corrupt. Try different media to confirm whether media is valid. Media has been inserted upside down.
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Table 8-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows. USB flash drive not found (identified). Cause Solution The device is attached to a USB port that has been hidden in Computer Setup. Run the Computer Setup utility and enable USB ports in Security > USB Security.
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Solving Front Panel Component Problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. 1. Turn off the computer. 2. Reconnect the device to the front of the computer and restart the computer. The device does not have power.
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Unable to connect to the Internet. Cause Solution IP address is not configured properly. Contact your ISP for the correct IP address. Cookies are corrupted. (A “cookie” is a small piece of information that a Web server can store temporarily with the Web browser. This is useful for having the browser remember some specific information that the Web server can later retrieve.) Windows 7: 1. Select Start > Control Panel. 2. Click Internet Options. 3.
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Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. ● Be sure that all the needed device drivers have been installed. ● If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system.
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Computer will not continue after HP logo screen displays. Cause Solution System files may be damaged. In Windows 7, use recovery media to scan hard drive for errors, or use Windows Startup Repair to fix problems that might prevent Windows from starting correctly. Windows Startup Repair is one of the recovery tools in the System Recovery Options menu. You can also create a system repair disc that contains the System Recovery Options menu.
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Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com. NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set. Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.
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9 Backup and Recovery Restoring and recovering in Windows 7 To protect from loss or damage, back up your personal data files. Refer to the operating system or backup utility documentation for instructions on making backup copies of your data files. To protect the software from loss or damage, keep a backup copy of all system software, applications, and related files stored on the hard drive. If you cannot create system recovery CDs or DVDs, you can order a recovery disk set from support.
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System Recovery completely erases and reformats the hard disk drive, deleting all data files that you have created, and then reinstalls the operating system, programs, and drivers. However, you must reinstall any software that was not installed on the computer at the factory. This includes software that came on media included in the computer accessory box, and any software programs you installed after purchase. NOTE: Always use the System Restore procedure before you use the System Recovery program.
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8. System Recovery begins. After System Recovery is complete, click Finish to restart the computer. 9. When Windows has loaded, shut down the computer, reconnect all peripheral devices, and then turn the computer back on. System Recovery when Windows is not responding CAUTION: System Recovery deletes all data and programs you created or installed. If Windows is not responding, but the computer is working, follow these steps to perform a System Recovery. 1. Turn off the computer.
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● If you are creating recovery discs, be sure to use high-quality discs. It is normal for the system to reject defective discs. You will be prompted to insert a new blank disc to try again. ● The number of discs in the recovery-disc set depends on your computer model (typically 3 to 6 DVDs). The Recovery Media Creation program tells you the specific number of blank discs needed to make the set.
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Using recovery media CAUTION: System Recovery deletes all data and programs you have created or installed. Back up any important data to a CD or DVD or to a USB flash drive. To create recovery media, see System recovery using recovery media on page 158. To perform a System Recovery using recovery media: 1. If using a set of DVDs, insert the first recovery disc into the DVD drive tray, and close the tray. If you are using a recovery USB flash drive, insert it into a USB port. 2.
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Backup and recovery in Windows 8 To protect your information, use Windows Backup and Restore to back up individual files and folders, back up your entire hard drive, create system repair media, or create system restore points. In case of system failure, you can use the backup files to restore the contents of your computer. From the Start screen, type restore, click Settings, and then select from the list of displayed options.
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Performing a system recovery In case of system failure or instability, the computer provides the following tools to recover your files: ● Windows recovery tools: You can use Windows Backup and Restore to recover information you have previously backed up. You can also use Windows Automatic Repair to fix problems that might prevent Windows from starting correctly. ● f11 recovery tools: You can use the f11 recovery tools to recover your original hard drive image.
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Using f11 recovery tools CAUTION: Using f11 completely erases hard drive contents and reformats the hard drive. All files that you have created and any software that you have installed on the computer are permanently removed. The f11 recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory. Software not installed at the factory must be reinstalled. To recover the original hard drive image using f11: 1. If possible, back up all personal files. 2.
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10 POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. If a POST error occurs, the screen will display the error message.
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POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table 10-1 Numeric Codes and Text Messages Control panel message Description Recommended action 101-Option ROM Checksum Error System ROM checksum. 1. Verify the correct ROM. 2. Flash the ROM if needed. 3.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 201-Memory Error RAM failure. 1. Ensure memory modules are correctly installed. 2. Verify proper memory module type. 3. Remove and replace the identified faulty memory module(s). 4. If the error persists after replacing memory modules, replace the system board.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 176.) 3. Verify monitor is attached and turned on. 4. Replace the graphics card (if possible). 510-Flash Screen Image Corrupted Flash Screen image has errors. Reflash the system ROM with the latest BIOS image.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1151-Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to COM1. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 176.) 2. Reconfigure card resources and/or run Computer Setup or Windows utilities. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 176.) 2.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2200-PMM Allocation Error during MEBx Download Memory error during POST execution of the Management Engine (ME) BIOS Extensions option ROM. 1. Reboot the computer. 2. Unplug the power cord, re-seat the memory modules, and reboot the computer. 3. If the memory configuration was recently changed, unplug the computer, restore the original memory configuration, and reboot the computer. 4.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2204-Inventory error during MEBx execution BIOS information passed to the MEBx resulted in a failure. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2220-USB Key Provisioning file has mismatch version Provisioning file contained on the USB key is not a valid version for the current ME firmware. 1. Reboot the computer. 2. If the error persists and system BIOS has been recently updated, restore previous system BIOS version. Otherwise, update the ME firmware version. 3. If the error still persists, replace the system board.
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Table 10-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Invalid Electronic Serial Number Electronic serial number is missing. Enter the correct serial number in Computer Setup. Network Server Mode Active and No Keyboard Attached Keyboard failure while Network Server Mode enabled. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. 3. Ensure that none of the keys are depressed. 4. Replace keyboard.
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Interpreting POST diagnostic front panel LEDs This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
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Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Red Power LED flashes four times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Red Power LED flashes five times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Red Power LED flashes six times, once every second, followed by a two second pause.
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Table 10-2 Diagnostic front panel LEDs and audible codes (continued) Activity Beeps Red Power LED flashes nine times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 9 Red Power LED flashes eleven times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 11 Red Power LED flashes eleven times, once every second, followed by a two second pause.
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11 Password Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup.
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Establishing a Setup or Power-on password To establish the power-on or setup password features, complete the following steps: 1. Turn on or restart the computer. 2. As soon as the computer turns on, press the Esc key while “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. 3. Press the F10 key to enter Computer Setup. 4. To establish Setup password, select Security > Setup Password and follow the instructions.
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Resetting the Setup and Power-on password To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. With the power cord disconnected, press the power button again to drain the system of any residual power.
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Clearing and resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password. The password will default to “admin” and will need to be reset. The AMT settings will also need to be reset. To access the MEBx, press Ctrl+P during POST.
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4. Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure 11-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the Illustrated Parts & Service Map (IPSM). 5. Replace the computer cover or access panel. 6. Reconnect the external devices. 7. Plug in the computer and turn on power.
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A Power Cord Set Requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage between 100-120 or 220-240 volts AC. Power supplies on those computers that do not have external power switches are equipped with internal switches that sense the incoming voltage and automatically switch to the proper voltage.
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Country-specific requirements Additional requirements specific to a country are shown in parentheses and explained below. Country Accrediting Agency Country Accrediting Agency Australia (1) EANSW Italy (1) 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.
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B Specifications 8300 models Table B-1 Specifications Dimensions (with stand) Height 17.2 in 43.6 cm Width 22.1 in 56.2 cm Depth 7.7 in 19.6 cm 21.7 lb – 25.5 lbs 9.85 kg – 11.
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6300 models Table B-2 Specifications Dimensions (with stand) Height 16.8 in 42.6 cm Width 20.5 in 52.2 cm Depth 7.7 in 19.6 cm 19.5 lb – 22.2 lbs 8.83 kg – 10.
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Index A access panel removing 42 access panel, locked 119 antenna removing 103 audible codes 173 audio problems 134 rear 5 side 4 computer cleaning 35 converter board removing 66 country power cord set requirements 182 Customer Support 115, 155 B Backup and Restore 161 battery disposal 37 battery replacement 59 booting options Full Boot 164 D display panel removing 105 C cable management cover 39 cable pinouts SATA data 29 card reader board removing 95 cautions AC power 31 cables 37 electrostatic disch
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lower panel removing 46 M Media Card Reader problems 127 memory module removing 56 memory problems 145 metal plate removing 47 monitor problems 129 mouse cleaning 36 synchronizing wireless 40 mouse problems 138 mSATA SSD removing 76 N network problems 142 numeric error codes 165 O opening the computer 38 operating guidelines 34 optical disc drive replacing 53 optical drive connector removing 113 optical drive problems 147 overheating, prevention 34 P password clearing 176 power-on 176 setup 176 POST error
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T tamper-proof screws tool 36 temperature control 34 thermal module removing 71 tilt adjustment 6 tools, servicing 36 Torx T15 screwdriver 36 touch sensor board removing 69 V ventilation, proper 34 W Wake-on-LAN feature 142 webcam module removing 63 Windows 8 operating system DVD 163 WLAN module removing 77 Index 187