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HP Pro Tower 400 G9 PCI Desktop PC Maintenance and Service Guide - Page 107

Starting HP PC Hardware Diagnostics UEFI

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▲ Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the failure ID code that appears on the next screen. The HP Customer Support - Service Center page appears with your failure ID and product number automatically filled in. Follow the on-screen instructions. - or - Contact support, and provide the failure ID code. NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you must use the attached keyboard. NOTE: If you need to stop a diagnostic test, press esc. Starting HP PC Hardware Diagnostics UEFI To start HP PC Hardware Diagnostics UEFI, follow this procedure. 1. Turn on or restart the computer, and quickly press esc. 2. Press f2. The BIOS searches three places for the diagnostic tools, in the following order: a. Connected USB flash drive NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 100. b. Hard drive c. BIOS 3. When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run, and then follow the on-screen instructions. Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image. ● HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition. ● The hard drive is damaged. NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are provided. Downloading the latest HP PC Hardware Diagnostics UEFI version To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive, follow this procedure. 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2. Select Download HP Diagnostics UEFI, and then select Run. 100 Chapter 10 Using HP PC Hardware Diagnostics

Section	Page
Computer features	8
Standard configuration features	8
Front panel components	8
Rear panel components	9
Serial number location	10
Illustrated parts catalog	12
Computer major components	12
Mass storage devices	14
Miscellaneous parts	15
Routine care, drive guidelines, and disassembly preparation	17
Electrostatic discharge information	17
Generating static electricity	17
Preventing electrostatic damage to equipment	18
Personal grounding methods and equipment	18
Grounding the work area	19
Recommended materials and equipment	19
Operating guidelines	20
Routine care	20
General cleaning safety precautions	20
Removing dirt and debris from your computer	21
Cleaning your computer with a disinfectant	21
Cleaning the computer case	22
Cleaning the keyboard	22
Cleaning the monitor	23
Cleaning the mouse	23
Service considerations	23
Tools and software requirements	23
Screws	23
Cables and connectors	24
Hard drives	24
Lithium coin cell battery	24
SATA hard drives	25
Cable management	25
Removal and replacement procedures	26
Preparation for disassembly	26
Access panel	26
Memory modules (DIMMs)	27
Optical drive	29
Front bezel	31
Front bezel security	31
Bezel blanks	32
System board connections	33
Battery	34
Expansion card	35
Hard drive	37
Drive cage screw locations	40
Drive cage	40
Solid-state drive	41
WLAN module	42
Fan	44
Serial port	44
Hood sensor	45
Option board	46
Heat sink	46
Processor	48
Card reader	49
Speaker	49
Power supply	50
System board	51
Wireless antennas and cables	53
Troubleshooting without diagnostics	55
Before you call for technical support	55
Helpful hints	56
Solving general problems	56
Cannot access the Computer Setup (F10) Utility when booting the computer	57
Computer appears locked up and will not turn off when the power button is pressed	57
Computer will not respond to keyboard or mouse	57
Computer date and time display is incorrect	57
There is no sound or sound volume is too low	57
Cannot remove computer cover or access panel	58
Poor performance	58
Computer turned off automatically and the power light blinks red four times and then white two times	59
System does not turn on and the lights on the front of the computer are not blinking	59
Solving power problems	60
Power supply shuts down intermittently	60
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)	60
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)	61
Solving hard drive problems	61
Hard drive error occurs	61
Disk drive transaction problem	61
Drive not found (identified)	62
Nonsystem disk/NTLDR missing message	62
Computer will not boot from hard drive	62
Computer seems to be locked up	63
Solving audio problems	63
Sound cuts in and out	63
Sound does not come out of the speaker or headphones	63
Computer appears to be locked up while recording audio	64
Line-in jack is not functioning properly	64
Solving printer problems	64
Printer will not print	64
Printer will not turn on	65
Printer prints garbled information	65
Printer will not print	65
Solving keyboard and mouse problems	65
Keyboard commands and typing are not recognized by the computer	65
Mouse does not respond to movement or is too slow	66
Solving hardware installation problems	66
A new device is not recognized as part of the system	66
Computer will not start	67
Power light blinks red three times and then white two times	67
Solving network problems	68
Network driver does not detect network controller	68
Network status link light never blinks	68
Diagnostics reports a failure	68
Diagnostics passes, but the computer does not communicate with the network	69
Network controller stopped working when an expansion board was added to the computer	69
Network controller stops working without apparent cause	69
Cannot connect to network server when attempting remote system installation	69
System setup utility reports unprogrammed EEPROM	70
Solving memory problems	70
System will not boot or does not function properly after installing additional memory modules	70
Out of memory error	70
Memory count during POST is wrong	70
Insufficient memory error during operation.	71
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)	71
Solving USB flash drive problems	71
USB flash drive is not seen as a drive letter in Windows	71
USB flash drive not found (identified)	71
System will not boot from USB flash drive	72
The computer boots to DOS after making a bootable flash drive	72
Solving internet access problems	72
Unable to connect to the internet	72
Cannot automatically launch internet programs	73
Solving software problems	73
Computer will not start up and the HP logo does not appear	73
“Illegal Operation has Occurred” error message is displayed	73
Computer Setup (F10) Utility	74
Using Computer Setup (F10) Utilities	74
Computer Setup Main	75
Computer Setup Security	78
Computer Setup Advanced	83
POST error messages	91
POST numeric codes and text messages	91
Interpreting POST diagnostic front panel lights and audible codes	97
Password security and resetting CMOS	99
Changing a setup or power-on password	99
Deleting a setup or power-on password	99
Backing up, restoring, and recovering	101
Backing up information and creating recovery media	101
Using Windows tools for backing up	101
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	101
Restoring and recovering your system	101
Creating a system restore	102
Restoring and recovery methods	102
Recovering using HP Recovery media	102
Changing the computer boot order	103
Using HP Sure Recover (select products only)	103
Using HP PC Hardware Diagnostics	104
Using HP PC Hardware Diagnostics Windows (select products only)	104
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	104
Accessing HP PC Hardware Diagnostics Windows	104
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)	104
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant	105
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)	105
Downloading HP PC Hardware Diagnostics Windows	105
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	105
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	105
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	106
Installing HP PC Hardware Diagnostics Windows	106
Using HP PC Hardware Diagnostics UEFI	106
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	106
Starting HP PC Hardware Diagnostics UEFI	107
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	107
Downloading the latest HP PC Hardware Diagnostics UEFI version	107
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	108
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	108
Downloading Remote HP PC Hardware Diagnostics UEFI	108
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	108
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	108
Customizing Remote HP PC Hardware Diagnostics UEFI settings	108
Statement of memory volatility	110
Current BIOS steps	110
Nonvolatile memory usage	112
Questions and answers	114
Using HP Sure Start (select products only)	116
Power cord set requirements	117
General requirements	117
Japanese power cord requirements	117
Country-specific requirements	117
Specifications	119

Match case Limit results 1 per page

▲

Select

Contact HP

, accept the HP privacy disclaimer, and then use a mobile device to scan the failure ID

code that appears on the next screen. The HP Customer Support - Service Center page appears with your

failure ID and product number automatically ﬁlled in. Follow the on-screen instructions.

– or –

Contact support, and provide the failure ID code.

NOTE:

To start diagnostics on a convertible computer, your computer must be in notebook mode, and you

must use the attached keyboard.

NOTE:

If you need to stop a diagnostic test, press

esc

Starting HP PC Hardware Diagnostics UEFI

To start HP PC Hardware Diagnostics UEFI, follow this procedure.

Turn on or restart the computer, and quickly press

esc

Press

The BIOS searches three places for the diagnostic tools, in the following order:

Connected USB ﬂash drive

NOTE:

To download the HP PC Hardware Diagnostics UEFI tool to a USB ﬂash drive, see

Downloading the latest HP PC Hardware Diagnostics UEFI version

on page

100

Hard drive

BIOS

When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run,

and then follow the on-screen instructions.

Downloading HP PC Hardware Diagnostics UEFI to a USB ﬂash drive

Downloading HP PC Hardware Diagnostics UEFI to a USB ﬂash drive can be useful in some situations.

●

HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

●

HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.

●

The hard drive is damaged.

NOTE:

The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and

you must use a Windows computer to download and create the HP UEFI support environment because

only .exe ﬁles are provided.

Downloading the latest HP PC Hardware Diagnostics UEFI version

To download the latest HP PC Hardware Diagnostics UEFI version to a USB ﬂash drive, follow this procedure.

Go to

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

. The HP PC Diagnostics home page is displayed.

Select

Download HP Diagnostics UEFI

, and then select

Run

100

Chapter 10

Using HP PC Hardware Diagnostics