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HP Pro Mini 260 G9 Desktop PC Maintenance and Service Guide - Page 58

Diagnostics passes, but the computer does not communicate with the network

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Cause The cable is not securely connected. The cable is attached to the incorrect connector. There is a problem with the cable or a device at the other end of the cable. The network controller is defective. Solution Be sure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. Be sure that the cable is attached to the correct connector. Be sure that the cable and device at the other end are operating correctly. Contact an authorized service provider. Diagnostics passes, but the computer does not communicate with the network Use this information to troubleshoot the computer. Cause Network drivers are not loaded, or driver parameters do not match current configuration. The network controller is not configured for this computer. Solution Be sure that the network drivers are loaded and that the driver parameters match the configuration of the network controller. Be sure that the correct network client and protocol is installed. Select the Network and Sharing Center icon in the Control Panel, and configure the network controller. To access Control Panel in Windows, type control panel in the taskbar search box, and then select Control Panel from the list of applications. Network controller stopped working when an expansion board was added to the computer Use this information to troubleshoot the computer. Cause The network controller requires drivers. Solution Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. Network controller stops working without apparent cause Use this information to troubleshoot the computer. Cause The cable is not securely connected. The network controller is defective. Solution Be sure that the cable is securely attached to the network connector, and that the other end of the cable is securely attached to the correct device. Contact an authorized service provider. Cannot connect to network server when attempting remote system installation Use this information to troubleshoot the computer. Cause The network controller is not configured properly. Solution Verify network connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the network interface card (NIC) drivers for your NIC. Diagnostics passes, but the computer does not communicate with the network 51

Section	Page
Computer features	8
Standard configuration features	8
Front panel components	8
Rear panel components	9
Serial number location	10
Illustrated parts catalog	11
Computer major components	11
Miscellaneous parts	13
Routine care, drive guidelines, and disassembly preparation	15
Electrostatic discharge information	15
Generating static electricity	15
Preventing electrostatic damage to equipment	16
Personal grounding methods and equipment	16
Grounding the work area	17
Recommended materials and equipment	17
Operating guidelines	18
Routine care	18
General cleaning safety precautions	18
Cleaning the computer case	19
Cleaning the keyboard	19
Cleaning the monitor	19
Cleaning the mouse	20
Service considerations	20
Tools and software requirements	20
Screws	20
Cables and connectors	20
Hard drives	20
Lithium coin cell battery	21
SATA hard drives	21
Cable management	22
Removal and replacement procedures	23
Preparation for disassembly	23
Access panel	23
Front bezel	24
Memory modules (SODIMMs)	25
Fan	28
Ambient (thermal) sensor	29
Hard drive and drive cage	30
Solid-state drive	31
WLAN module	33
Battery	35
Speaker	36
Flex I/O connector board	37
Processor heat sink	38
System board	39
System board callouts	41
Wireless antennas and cables	42
Troubleshooting without diagnostics	44
Before you call for technical support	44
Helpful hints	45
Solving general problems	45
Cannot access the Computer Setup (F10) Utility when booting the computer	46
Computer appears locked up and will not turn off when the power button is pressed	46
Computer will not respond to keyboard or mouse	46
Computer date and time display is incorrect	46
There is no sound or sound volume is too low	46
Cannot remove computer cover or access panel	47
Poor performance	47
Computer turned off automatically and the power light blinks red four times and then white two times	48
System does not turn on and the lights on the front of the computer are not blinking	48
Solving power problems	49
Power supply shuts down intermittently	49
Computer turned off automatically, power light blinks red two times followed by a two-second pause, and the computer beeps two times (Beeps stop after fifth iteration but lights continue blinking)	49
Power light blinks red four times followed by a two-second pause and the computer beeps four times (Beeps stop after fifth iteration but lights continue blinking)	50
Solving hard drive problems	50
Hard drive error occurs	50
Disk drive transaction problem	50
Drive not found (identified)	51
Nonsystem disk/NTLDR missing message	51
Computer will not boot from hard drive	51
Computer seems to be locked up	52
Solving audio problems	52
Sound cuts in and out	52
Sound does not come out of the speaker or headphones	52
Computer appears to be locked up while recording audio	53
Line-in jack is not functioning properly	53
Solving printer problems	53
Printer will not print	53
Printer will not turn on	54
Printer prints garbled information	54
Printer will not print	54
Solving keyboard and mouse problems	54
Keyboard commands and typing are not recognized by the computer	54
Mouse does not respond to movement or is too slow	55
Solving hardware installation problems	55
A new device is not recognized as part of the system	55
Computer will not start	56
Power light blinks red three times and then white two times	56
Solving network problems	57
Network driver does not detect network controller	57
Network status link light never blinks	57
Diagnostics reports a failure	57
Diagnostics passes, but the computer does not communicate with the network	58
Network controller stopped working when an expansion board was added to the computer	58
Network controller stops working without apparent cause	58
Cannot connect to network server when attempting remote system installation	58
System setup utility reports unprogrammed EEPROM	59
Solving memory problems	59
System will not boot or does not function properly after installing additional memory modules	59
Out of memory error	59
Memory count during POST is wrong	59
Insufficient memory error during operation.	60
Power light blinks red five times followed by a two-second pause and the computer beeps five times (Beeps stop after fifth iteration but lights continue blinking)	60
Solving USB flash drive problems	60
USB flash drive is not seen as a drive letter in Windows	60
USB flash drive not found (identified)	60
System will not boot from USB flash drive	61
The computer boots to DOS after making a bootable flash drive	61
Solving internet access problems	61
Unable to connect to the internet	61
Cannot automatically launch internet programs	62
Solving software problems	62
Computer will not start up and the HP logo does not appear	62
“Illegal Operation has Occurred” error message is displayed	62
Computer Setup (F10) Utility	63
Using Computer Setup (F10) Utilities	63
Computer Setup Main	64
Computer Setup Security	67
Computer Setup Advanced	72
POST error messages	80
POST numeric codes and text messages	80
Interpreting POST diagnostic front panel lights and audible codes	86
Password security and resetting CMOS	88
Changing a setup or power-on password	88
Deleting a setup or power-on password	88
Backing up, restoring, and recovering	90
Backing up information and creating recovery media	90
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	90
Using Windows tools for backing up	90
Restoring and recovering your system	90
Creating a system restore	91
Restoring and recovery methods	91
Recovering using HP Recovery media	91
Changing the computer boot order	92
Using HP Sure Recover (select products only)	92
Using HP PC Hardware Diagnostics	93
Using HP PC Hardware Diagnostics Windows (select products only)	93
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	93
Accessing HP PC Hardware Diagnostics Windows	93
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)	93
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant	94
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)	94
Downloading HP PC Hardware Diagnostics Windows	94
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	94
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	94
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	95
Installing HP PC Hardware Diagnostics Windows	95
Using HP PC Hardware Diagnostics UEFI	95
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	95
Starting HP PC Hardware Diagnostics UEFI	96
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	96
Downloading the latest HP PC Hardware Diagnostics UEFI version	96
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	97
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	97
Downloading Remote HP PC Hardware Diagnostics UEFI	97
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	97
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	97
Customizing Remote HP PC Hardware Diagnostics UEFI settings	97
Statement of memory volatility	99
Current BIOS steps	99
Nonvolatile memory usage	101
Questions and answers	103
Using HP Sure Start (select products only)	105
Power cord set requirements	106
General requirements	106
Japanese power cord requirements	106
Country-specific requirements	106
Specifications	108

Match case Limit results 1 per page

Solution

Cause

Be sure that the cable is securely attached to the network connector and that

the other end of the cable is securely attached to the correct device.

The cable is not securely connected.

Be sure that the cable is attached to the correct connector.

The cable is attached to the incorrect connector.

Be sure that the cable and device at the other end are operating correctly.

There is a problem with the cable or a device at

the other end of the cable.

Contact an authorized service provider.

The network controller is defective.

Diagnostics passes, but the computer does not communicate with the network

Use this information to troubleshoot the computer.

Solution

Cause

Be sure that the network drivers are loaded and that the driver parameters

match the conﬁguration of the network controller.

Be sure that the correct network client and protocol is installed.

Network drivers are not loaded, or driver

parameters do not match current conﬁguration.

Select the

Network and Sharing Center

icon in the

Control Panel

, and

conﬁgure the network controller.

To access Control Panel in Windows, type

control panel

in the taskbar

search box, and then select

Control Panel

from the list of applications.

The network controller is not conﬁgured for this

computer.

Network controller stopped working when an expansion board was added to the

computer

Use this information to troubleshoot the computer.

Solution

Cause

Verify that the drivers were not accidentally deleted when the drivers for a

new expansion board were installed.

The network controller requires drivers.

Network controller stops working without apparent cause

Use this information to troubleshoot the computer.

Solution

Cause

Be sure that the cable is securely attached to the network connector, and that

the other end of the cable is securely attached to the correct device.

The cable is not securely connected.

Contact an authorized service provider.

The network controller is defective.

Cannot connect to network server when attempting remote system installation

Use this information to troubleshoot the computer.

Solution

Cause

Verify network connectivity, that a DHCP Server is present, and that the

Remote System Installation Server contains the network interface card (NIC)

drivers for your NIC.

The network controller is not conﬁgured

properly.

Diagnostics passes, but the computer does not communicate with the network