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HP Pro SFF 280 G9 Desktop PC Maintenance and Service Guide - Page 100

Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant

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3. When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-screen instructions. NOTE: To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support Assistant. 1. Select the Search icon (select products only) from the taskbar, type support, and then select HP Support Assistant. - or - Select the question mark icon (select products only) in the taskbar. 2. Select Troubleshooting and fixes (select products only) or Fixes & Diagnostics. 3. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows. 4. When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-screen instructions. NOTE: To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu. 1. Select the Start button, and then select All apps (select products only). 2. Select HP PC Hardware Diagnostics Windows. 3. When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-screen instructions. NOTE: To stop a diagnostic test, select Cancel. Downloading HP PC Hardware Diagnostics Windows The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only. You must use a Windows computer to download this tool because only .exe files are provided. Downloading the latest HP PC Hardware Diagnostics Windows version from HP To download HP PC Hardware Diagnostics Windows from HP, follow these steps. 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2. Select Download HP Diagnostics Windows, and then select the specific Windows diagnostics version to download to your computer or a USB flash drive. The tool downloads to the selected location. Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant 93

Section	Page
Computer features	8
Standard configuration features	8
Front panel components	8
Rear panel components	9
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
Removing dirt and debris from your computer	19
Cleaning your computer with a disinfectant	19
Cleaning the computer case	20
Cleaning the keyboard	20
Cleaning the monitor	21
Cleaning the mouse	21
Service considerations	21
Tools and software requirements	21
Screws	22
Cables and connectors	22
Hard drives	22
Lithium coin cell battery	22
SATA hard drives	23
Cable management	23
Removal and replacement procedures	25
Preparation for disassembly	25
Rubber feet	25
Access panel	26
Expansion card	27
Optical drive	30
Front bezel	31
Hard drive	32
WLAN module	34
Solid-state drive	36
Memory modules (DIMMs)	36
Battery	38
Fan duct	40
Heat sink with fan	40
Processor	41
Power supply	42
System board	44
System board connections	45
Wireless antennas and cables	46
Troubleshooting without diagnostics	48
Before you call for technical support	48
Helpful hints	49
Solving general problems	49
Cannot access the Computer Setup (F10) Utility when booting the computer	49
Computer appears locked up and will not turn off when the power button is pressed	50
Computer will not respond to keyboard or mouse	50
Computer date and time display is incorrect	50
There is no sound or sound volume is too low	50
Cannot remove computer cover or access panel	51
Poor performance	51
Computer turned off automatically and the power light blinks red four times and then white two times	52
System does not turn on and the lights on the front of the computer are not blinking	52
Solving power problems	53
Power supply shuts down intermittently	53
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)	53
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)	53
Solving hard drive problems	54
Hard drive error occurs	54
Disk drive transaction problem	54
Drive not found (identified)	54
Nonsystem disk/NTLDR missing message	55
Computer will not boot from hard drive	55
Computer seems to be locked up	55
Solving audio problems	56
Sound cuts in and out	56
Sound does not come out of the speaker or headphones	56
Computer appears to be locked up while recording audio	56
Line-in jack is not functioning properly	57
Solving printer problems	57
Printer will not print	57
Printer will not turn on	57
Printer prints garbled information	57
Printer will not print	58
Solving keyboard and mouse problems	58
Keyboard commands and typing are not recognized by the computer	58
Mouse does not respond to movement or is too slow	58
Solving hardware installation problems	59
A new device is not recognized as part of the system	59
Computer will not start	60
Power light blinks red three times and then white two times	60
Solving network problems	60
Network driver does not detect network controller	60
Network status link light never blinks	61
Diagnostics reports a failure	61
Diagnostics passes, but the computer does not communicate with the network	62
Network controller stopped working when an expansion board was added to the computer	62
Network controller stops working without apparent cause	62
Cannot connect to network server when attempting remote system installation	62
System setup utility reports unprogrammed EEPROM	62
Solving memory problems	63
System will not boot or does not function properly after installing additional memory modules	63
Out of memory error	63
Memory count during POST is wrong	63
Insufficient memory error during operation.	63
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)	64
Solving USB flash drive problems	64
USB flash drive is not seen as a drive letter in Windows	64
USB flash drive not found (identified)	64
System will not boot from USB flash drive	64
The computer boots to DOS after making a bootable flash drive	65
Solving internet access problems	65
Unable to connect to the internet	65
Cannot automatically launch internet programs	65
Solving software problems	66
Computer will not start up and the HP logo does not appear	66
“Illegal Operation has Occurred” error message is displayed	66
Computer Setup (F10) Utility	67
Using Computer Setup (F10) Utilities	67
Computer Setup Main	68
Computer Setup Security	72
Computer Setup Advanced	76
POST error messages	85
POST numeric codes and text messages	85
Interpreting POST diagnostic front panel lights and audible codes	91
Password security and resetting CMOS	94
Changing a setup or power-on password	94
Deleting a setup or power-on password	94
Backing up, restoring, and recovering	96
Backing up information and creating recovery media	96
Using Windows tools for backing up	96
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	96
Restoring and recovering your system	96
Creating a system restore	97
Restoring and recovery methods	97
Recovering using HP Recovery media	97
Changing the computer boot order	98
Using HP Sure Recover (select products only)	98
Using HP PC Hardware Diagnostics	99
Using HP PC Hardware Diagnostics Windows (select products only)	99
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	99
Accessing HP PC Hardware Diagnostics Windows	99
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)	99
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant	100
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)	100
Downloading HP PC Hardware Diagnostics Windows	100
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	100
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	101
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	101
Installing HP PC Hardware Diagnostics Windows	101
Using HP PC Hardware Diagnostics UEFI	101
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	101
Starting HP PC Hardware Diagnostics UEFI	102
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	102
Downloading the latest HP PC Hardware Diagnostics UEFI version	102
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	103
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	103
Downloading Remote HP PC Hardware Diagnostics UEFI	103
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	103
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	103
Customizing Remote HP PC Hardware Diagnostics UEFI settings	103
Statement of memory volatility	105
Current BIOS steps	105
Nonvolatile memory usage	107
Questions and answers	109
Using HP Sure Start (select products only)	111
Power cord set requirements	112
General requirements	112
Japanese power cord requirements	112
Country-specific requirements	112
Specifications	114

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When the tool opens, select the type of diagnostic test that you want to run, and then follow the

on-screen instructions.

NOTE:

To stop a diagnostic test, select

Cancel

Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support

Assistant.

Select the

icon (select products only) from the taskbar, type

support

, and then select

Support Assistant

– or –

Select the question mark icon (select products only) in the taskbar.

Select

Troubleshooting and ﬁxes

(select products only) or

Fixes & Diagnostics

Select

Diagnostics

, and then select

HP PC Hardware Diagnostics Windows

When the tool opens, select the type of diagnostic test that you want to run, and then follow the

on-screen instructions.

NOTE:

To stop a diagnostic test, select

Cancel

Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu.

Select the

Start

button, and then select

All apps

(select products only).

Select

HP PC Hardware Diagnostics Windows

When the tool opens, select the type of diagnostic test that you want to run, and then follow the

on-screen instructions.

NOTE:

To stop a diagnostic test, select

Cancel

Downloading HP PC Hardware Diagnostics Windows

The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only. You must

use a Windows computer to download this tool because only .exe ﬁles are provided.

Downloading the latest HP PC Hardware Diagnostics Windows version from HP

To download HP PC Hardware Diagnostics Windows from HP, follow these steps.

Go to

http://www.hp.com/go/techcenter/pcdiags

. The HP PC Diagnostics home page is displayed.

Select

Download HP Diagnostics Windows

, and then select the speciﬁc Windows diagnostics version to

download to your computer or a USB ﬂash drive.

The tool downloads to the selected location.

Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant