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HP Pro SFF 280 G9 Desktop PC Maintenance and Service Guide - Page 49

Helpful hints, Solving general problems

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NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer. Helpful hints If you encounter problems with the computer or software, see this list of general suggestions before taking further action. ● Check that the computer is plugged into a working electrical outlet. ● Check that the computer is turned on and the white power light is on. ● Check the power light on the front of the computer to see if it is blinking red. The blinking lights are error codes that help you diagnose the problem. ● Press and hold any key if the system beeps. Then the keyboard should be operating correctly. ● Check all cable connections for loose connections or incorrect connections. ● Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds, and then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, and then plug it in again. The computer will restart if it is set to turn on automatically as soon as power is restored in Computer Setup. If it does not restart, press the power button to start the computer. ● Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer. ● Remove all bootable media (such as a USB device) from the system before turning it on. ● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. NOTICE: When the computer is plugged into an AC power source, voltage is always being applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage. Solving general problems You might be able to easily resolve the general problems described in this section. If a problem persists and you cannot resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller. CAUTION: When the computer is plugged into an AC power source, voltage is always being applied to the system board. To reduce the risk of personal injury from electrical shock, hot surfaces, or both, be sure to disconnect the power cord from the AC outlet and allow the internal system components to cool before touching. Cannot access the Computer Setup (F10) Utility when booting the computer Use this information to troubleshoot the computer. 42 Chapter 5 Troubleshooting without diagnostics

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

Match case Limit results 1 per page

NOTE:

For sales information and warranty upgrades (Care Packs), call your local authorized service

provider or dealer.

Helpful hints

If you encounter problems with the computer or software, see this list of general suggestions before taking

further action.

●

Check that the computer is plugged into a working electrical outlet.

●

Check that the computer is turned on and the white power light is on.

●

Check the power light on the front of the computer to see if it is blinking red. The blinking lights are error

codes that help you diagnose the problem.

●

Press and hold any key if the system beeps. Then the keyboard should be operating correctly.

●

Check all cable connections for loose connections or incorrect connections.

●

Wake the computer by pressing any key on the keyboard or pressing the power button. If the system

remains in suspend mode, shut down the computer by pressing and holding the power button for at least

four seconds, and then press the power button again to restart the computer. If the system will not shut

down, unplug the power cord, wait a few seconds, and then plug it in again. The computer will restart if it

is set to turn on automatically as soon as power is restored in Computer Setup. If it does not restart, press

the power button to start the computer.

●

Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you

need a driver for that model printer.

●

Remove all bootable media (such as a USB device) from the system before turning it on.

●

If you have installed an operating system other than the factory-installed operating system, check to be

sure that it is supported on the system.

NOTICE:

When the computer is plugged into an AC power source, voltage is always being applied to the

system board. You must disconnect the power cord from the power source before opening the computer to

prevent system board or component damage.

Solving general problems

You might be able to easily resolve the general problems described in this section. If a problem persists

and you cannot resolve it yourself or if you feel uncomfortable about performing the operation, contact an

authorized dealer or reseller.

CAUTION:

When the computer is plugged into an AC power source, voltage is always being applied to the

system board. To reduce the risk of personal injury from electrical shock, hot surfaces, or both, be sure to

disconnect the power cord from the AC outlet and allow the internal system components to cool before

touching.

Cannot access the Computer Setup (F10) Utility when booting the computer

Use this information to troubleshoot the computer.

Chapter 5

Troubleshooting without diagnostics