HP RP3 Maintenance & Service Guide HP RP3 Retail System Model 3100
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- HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 1
Maintenance & Service Guide HP RP3 Retail System Model 3100 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 2
copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Maintenance & Service Guide HP RP3 Retail System Model 3100 First Edition (December 2012) Document Part Number: 719218-001 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 3
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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 4
Customizing the Software ...4 Activating and customizing the software 4 Activating the Windows operating system 4 Downloading Windows 7 updates 5 Installing or upgrading device drivers 5 Customizing the monitor display 5 Turning off the computer ...5 Finding more information ...5 3 Illustrated - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 5
UEFI 58 How to access and run HP PC Hardware Diagnostics 58 Downloading HP PC Hardware Diagnostics to a USB device 59 Appendix C Restoring and recovering ...60 System Restore ...60 System Recovery ...60 System Recovery when Windows is responding 61 System Recovery when Windows is not responding - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 6
CMOS ...78 Appendix F Troubleshooting Without Diagnostics 80 Safety and Comfort ...80 Before You Call for Technical Support 80 Helpful Hints ...81 Solving General Problems ...83 Solving Power Problems ...87 Solving Hard Drive Problems ...89 Solving Media Card Reader Problems 91 Solving Display - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 7
Cleaning Safety Precautions 124 Cleaning the Computer Case 124 Cleaning the Keyboard ...124 Cleaning the Monitor ...125 Cleaning the Mouse ...125 Service Considerations ...125 Power Supply Fan ...125 Tools and Software Requirements 126 Screws ...126 Cables and Connectors 126 Hard Drives ...126 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 8
For a complete listing of the hardware and software installed on the computer, run the diagnostic utility (included on some computer models only). NOTE: This product features optional Powered USB ports. In the retail industry, "Powered USB" is also referred to as "USB + Power," "USB Plus Power," and - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 9
activity light indicates network activity. The Power On Light is normally green when the power is on. If it is flashing red, there is a problem with the computer and it is displaying a diagnostic code. Refer to the Maintenance and Service Guide to interpret the code. 2 Chapter 1 Product Features - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 10
(COM2) NOTE: Arrangement and number of connectors may vary by model. The expansion slot can be populated with an optional 2-port serial or an optional 3-port powered USB 12V card available from HP. The serial ports can be configured as 5V or 12V service for assistance. Rear Panel Components 3 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 11
to 10 minutes. Carefully read and follow the instructions on the screen to complete the activation. We recommend that you register your computer with HP during operating system setup so you can receive important software updates, facilitate support questions, and sign up for special offers. CAUTION - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 12
action points the operating system to the appropriate drivers. Obtain the latest support software, including support software for the operating system, from http://www.hp.com/support. Select your country and language, select Download drivers and software (and firmware), enter the model number of the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 13
● Maintenance and Service Guide (English only)-Provides information on parts removal and replacement, troubleshooting, Desktop Management, setup utilities, User Guides (Linux systems) Double-click the HP User Manuals icon on your desktop. Select the folder for your language. Select the guide you - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 14
3 Illustrated parts catalog Computer major components Item (1) (2) (3) Description System board (includes Intel Celeron 807UE processor; includes replacement thermal material) Front bezel Power supply, 115W Access panel (not illustrated) Memory modules (PC3-12800; not illustrated) 8- - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 15
Cables Item (1) (2) Description Front USB and power switch assembly Hard drive power/data cable assembly Adapter, DisplayPort to VGA (not illustrated) Adapter, DisplayPort to DVI (not illustrated) Adapter, DisplayPort to HDMI (not illustrated) DisplayPort cable (not illustrated) Spare part number - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 16
Misc parts Item (1) (2) (3) Description Fan assembly Speaker Antenna kit for use with WLAN modules Cover, powered serial port (not illustrated) Hard drive grommet (not illustrated) Rubber feet (not illustrated) Keyboard (not illustrated) For a detailed list of available keyboards and their country - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 17
Expansion cards Description Expansion cards (1) PCIe to PCIe riser (not illustrated) (2) PCIe to PCI riser (3) 2-port powered serial card (4) Powered USB card - 12V (5) Ralink RT5390R 802.11bgn 1x1 Wi-Fi Adapter (WLAN module) Atheros AR9462 802.11b/g/n Wi-Fi Adapter (not illustrated) - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 18
Sequential part number listing Spare part number 353054-001 487562-001 537749-001 570580-001 583654-001 594220-001 609250-001 613125-001 613125-031 613125-041 613125-051 613125-061 613125-071 613125-081 613125-091 613125-101 613125-111 613125-121 613125-131 613125-141 613125-151 613125-161 613125- - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 19
Spare part number 613125-B41 613125-DE1 613125-L31 617450-001 619580-001 632484-001 638947-001 639135-001 647447-001 661842-001 662723-001 665961-001 674312-001 674312-031 674312-041 674312-051 674312-061 674312-071 674312-081 674312-091 674312-101 674312-111 674312-121 674312-131 674312-141 674312- - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 20
Spare part number 674312-261 674312-271 674312-281 674312-291 674312-AA1 674312-AB1 674312-B41 674312-BB1 674312-D61 674312-DE1 674312-KD1 674312-L31 674313-001 674313-031 674313-041 674313-051 674313-061 674313-071 674313-081 674313-091 674313-101 674313-111 674313-121 674313-131 674313-141 674313- - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 21
keyboard for use internationally Hard drive power/data cable assembly Fan assembly Front bezel Access panel Front USB and power switch assembly System board (includes Intel Celeron 807UE processor; includes replacement thermal material) Power supply, 115W 32-GB Solid-state drive, MLC Memory module - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 22
this chapter is essential for proper service. After completing all necessary removal and NOTE: Not all features listed in this guide are available on all computers. Preparation for -on state, voltage is always present on the system board as long as the system is plugged into an active AC outlet. You - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 23
Access Panel Description Access panel Spare part number 682429-001 1. Prepare the computer for disassembly (Preparation for Disassembly on page 15). 2. Loosen the thumbscrew on the rear of the computer (1), slide the access panel toward the rear of the computer, then lift it off (2). To install - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 24
Front Bezel Description Front bezel Spare part number 682430-001 1. Prepare the computer for disassembly (Preparation for Disassembly on page 15). 2. Remove the access panel (Access Panel on page 16). 3. Lift up the three tabs on the side of the bezel (1), then rotate the bezel off the chassis - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 25
down into the chassis. Always position the cables to lay properly by themselves. When removing the power supply power cables from the connectors on the system board, always follow these steps: 1. Squeeze on the top of the retaining latch attached to the cable end of the connector. 2. Grasp the cable - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 26
Board Connector 1 USB 2 USB 3 Riser Card Socket 4 Memory Socket 5 SATA 3.0 6 Battery Holder 7 Mini PCI Express x1 System Board Label MEDIA2 MEDIA1 RPOS RISER DIMM1 SATA0 BAT X1PCIEXP1 Color black green white black dark blue black black Component 12-volt Powered USB Card - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 27
non-ECC memory technologies ● single-sided and double-sided SODIMMS ● SODIMMs constructed with x8 and x16 devices; SODIMMs constructed with x4 SDRAM are not supported NOTE: The system will not operate properly if you install an unsupported SODIMM. 20 Chapter 4 Removal and Replacement Procedures - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 28
is plugged into an active AC outlet. Removing or installing a memory module while voltage is present may cause irreparable damage to the memory module or system board. The memory module socket has gold-plated metal contacts. When upgrading the memory, it is important to use a memory module with gold - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 29
the riser card slots on the computer. There are two riser cards available from HP for this product. One has a PCI slot and the other has a PCI riser card. The bottom slot on each card (3) is designed specifically for an HP Powered Serial Port expansion card. DO NOT attempt to plug any other type of - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 30
computer. Some models have a powered serial port expansion card installed that supplies two additional powered serial ports, COM 3 and COM 4. Item Description Supports +5V + expansion card: NOTE: The following procedure provides instructions for installing a Powered Serial Port expansion card. - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 31
3. Push outward on the tab located on the back of the expansion card retention latch inside the chassis (1) and rotate the latch open (2). 4. Before installing the expansion card, remove the expansion slot cover by sliding it out of the slot on the rear of the chassis. 24 Chapter 4 Removal and - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 32
If the serial port is configured as a powered port, devices that support a powered serial interface do not require an external power source. NOTE the F10 key as soon as the HP logo screen is displayed (before the computer boots to the operating system). CAUTION: Be careful when connecting peripheral - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 33
Expansion Card The computer is equipped with a 24-volt Powered USB connector on the riser card and one 12-volt Powered USB connector on the system board. It may also have an optional 12-volt Powered USB expansion card installed with three extra 12-volt Powered USB ports. The 24-volt - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 34
4. Push outward on the tab located on the back of the expansion card retention latch inside the chassis (1) and rotate the latch open (2). Figure 4-1 Opening the Slot Cover Retention Latch 5. Before installing the expansion card, remove the expansion slot cover by sliding it out of the slot on the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 35
connector on the other end of the cable to the green USB connector on the system board (2). Connect the black cable connector to the black USB connector on the system board (3). NOTE: The green USB connector on the system board has two rows of pins. You can attach the green cable from the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 36
Riser Card There are two riser cards available from HP for this product. One has a PCI slot and the other has a PCI Express x1 slot. Both cards have a slot designated for the Powered Serial Port - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 37
out of the riser card socket (2). 6. To install the new riser card, press the riser card firmly down into the riser card socket on the system board. Make sure that the tab on the end of the riser card bracket seats into the slot on the chassis when installing the card - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 38
7. If an expansion card was removed from the old riser card or you are installing a new expansion card into the riser card, install the card into the appropriate slot on the new riser card. Move the card toward the rear of the chassis so that the bracket on the card is aligned with the open slot on - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 39
Hard Drive NOTE: The HP RP3 computer supports 2.5-inch Serial ATA (SATA) internal hard drives. Before you remove the old hard drive, be sure to back up the data from the old hard - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 40
5. Press the retention arm on the rear of the carrier outward (1), then slide the drive forward and lift it out of the carrier (2). 6. Remove the four mounting screws from the sides of the hard drive. NOTE: Install the mounting screws on the sides of the new hard drive. To install a hard drive, - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 41
battery only with the HP spare designated for hp.com/ recycle. 1. Prepare the computer for disassembly (Preparation for Disassembly on page 15). 2. Remove the access panel (Access Panel on page 16). 3. Depending on the type of battery holder on the system board, complete the following instructions - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 42
access panel. 5. Reconnect the power cord and any external devices, then turn on the computer. 6. Reset the date and time, your passwords, and any special system setups using Computer Setup. 7. Lock any security devices that were disengaged when the computer access panel was removed. Battery 35 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 43
(WLAN module) Atheros AR9462 802.11b/g/n Wi-Fi Adapter Spare part number 701396-001 701398-001 The WLAN module is located on the system board. To remove the WLAN module: 1. Prepare the computer for disassembly (Preparation for Disassembly on page 15). 2. Remove the access panel (Access Panel - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 44
4. Remove the Phillips screws that secure the module to the system board. 5. Lift the module to a 45-degree angle, and then pull it away to remove it from the socket. To install the WLAN module, reverse - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 45
the access panel (Access Panel on page 16). 3. Remove the front bezel Front Bezel on page 17. 4. Disconnect the fan control cable from the system board connector labeled CHFAN. 5. Press the tabs that secure the fan assembly to the front of the chassis. 6. Rotate the assembly toward the rear of - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 46
To install the fan assembly, reverse the removal procedures. When installing the fan assembly, insert the posts on the bottom of the fan (1) into the slots built into the base pan (2). Front Fan/Baffle 39 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 47
Remove the fan Front Fan/Baffle on page 38. 5. Disconnect the cables from the following system board connectors: ● FRONT USB (yellow) ● PB/LED (black) ● FRONT AUD ( out through the hole in the front of the chassis (2) while guiding the wires through the hole in the chassis. To reinstall the front - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 48
Speaker Description Speaker Spare part number 647447-001 1. Prepare the computer for disassembly (Preparation for Disassembly on page 15). 2. Remove the access panel (Access Panel on page 16). 3. Remove the front bezel (Front Bezel on page 17). 4. Remove the fan (Front Fan/Baffle on page 38). 5. - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 49
speaker, reverse the removal procedures. Power Supply Description Power supply, 115W Spare part number 682435-001 WARNING! Voltage is always present on the system board when the computer is plugged into an active AC outlet. To avoid possible personal injury and damage to the equipment the power - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 50
7. From the rear of the computer, remove the four Torx screws (1) that secure the power supply to the chassis (1). 8. From the inside of the computer, press the level on the base pan in front of the power supply (2), and then rotate the power supply so you can remove it from the chassis (3). To - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 51
(Expansion Cards on page 22) 6. Disconnect all data, power, and any other cables from the system board. 7. Remove the seven screws that secure the system board to the floor of the chassis. 8. Slide the system board tray assembly toward the front of the chassis to disengage the rear ports, and then - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 52
run all of the diagnostic tests run during a Full Boot. You can set the system to: ❑ always Quick Boot (default); ❑ periodically Full Boot (from every 1 occurs, the error is displayed regardless of the mode selected. To manually switch to Post Messages Enabled during POST, press any key (except F1 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 53
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 settings (some models), select Apply Defaults and Exit. This option will restore the original factory system defaults. - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 54
Computer Setup-File NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table A-2 Computer Setup-File Option System Information About Set Time and Date Flash System ROM Replicated Setup Default Setup Apply Defaults and Exit Ignore Changes and Exit - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 55
Support for This enables the BIOS to access disks partitioned and formatted on other systems and may be necessary for users of older versions of UNIX (e.g., , the data on the disk will be inaccessible. ● CD-ROM: Model, firmware version, serial number, connector color (not included for USB CDROM - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 56
.hp.com. SATA Emulation Allows you to choose how the SATA controller and devices are accessed by the operating system. There are three supported backwards-compatible setting of the three options. Operating systems usually do not require additional driver support in IDE mode. RAID - Allows DOS and - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 57
Table A-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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 58
Computer Setup-Security NOTE: Support for specific Computer Setup options may vary depending on the 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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 59
to disable any PCI or PCI Express slot. Default is enabled. Network Boot System IDs Enables/disables the computer's ability to boot from an operating system installed on a network server. (Feature available on NIC models only; the network controller must be either a PCI expansion card or embedded - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 60
(enable/disable) - Controls the underlying processor and chipset features needed to support a virtual appliance. Changing this setting requires turning the computer off and then when at least one drive that supports the DriveLock feature is attached to the system. Computer Setup (F10) Utilities 53 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 61
-Power NOTE: Support for specific Computer Setup options may vary depending on the hardware configuration. Table A-5 Computer Setup-Power Option OS Power Management Hardware Power Management Thermal Description ● Idle Power Savings-Extended/Normal. Allows certain operating systems to decrease - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 62
enable/disable). Enabling this feature will cause the system to display POST error messages, which are error Test if the BIOS encounters some kind of problem while starting the PC. A POST error message is Local hard drive. ● Factory Recovery Boot Support (Enable/Disable). Provides the ability for the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 63
ROM disabled, users will be unable to boot to hard drives in the system while running in RAID mode. Default is disabled. ● Multi-Processor (enable/disable). Use this option to disable multi-processor support under the OS. Default is enabled. ● Hyper threading (enable/disable). Use this option - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 64
Table A-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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 65
troubleshooting and diagnosing failures, use the UEFI-based hardware diagnostic solution that HP includes on all products. You can use this tool even if the computer will not boot to the operating system. Why run HP PC Hardware Diagnostics - UEFI The HP the instructions in Downloading HP PC Hardware - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 66
http://www.hp.com. 2. Click the Support & Drivers link. 3. Select the Drivers & Software tab. 4. Enter the product name in the text box and click Search. 5. Select your specific computer model. 6. Select your operating system. 7. In the Diagnostic section, click the HP UEFI Support Environment link - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 67
http://www.hp.com/support/contactHP. System Restore If you have a problem that might be due to software that you installed on your computer, use System Restore to return the computer to a previous restore point. You can also set restore points manually. NOTE: Always use this System Restore procedure - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 68
that you have created, and then reinstalls the operating system, programs, and drivers. However, you must reinstall any software that was not the instructions in Creating recovery media on page 63. If the computer is working and Windows 7 is responding, use these steps to perform a System Recovery - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 69
power button to turn on the computer. 4. As soon as you see the HP logo screen, repeatedly press the F11 key on your keyboard until the Windows is Files... message appears on the screen. 5. Under I need help immediately, click System Recovery. 6. If you are prompted to back up your files, and you - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 70
All Programs, click Security and Protection, and then click HP Recovery Media Creation. If prompted, click Yes to allow the program to continue. 3. Click Create recovery media using blank DVD(s), and then click Next. 4. Follow the on-screen instructions. Label each disc as you make it (for example - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 71
where the recovery media is inserted (USB or DVD). Press Enter to boot from that device. 6. If Recovery Manager asks if you want to run System Recovery from Media or Hard Drive, select Media. On the Welcome screen, under I need help immediately, click Factory Reset. 7. If you are prompted to back - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 72
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. To manually F10) Utility Guide on the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 73
contains an option ROM too large to download during POST. 162-System Options Not Set Configuration incorrect. RTC (real-time clock) battery may If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation and Diagnostics CD for instructions on installing - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 74
problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation and Diagnostics CD for instructions been added, test using HP-only memory. 4. Verify modules, replace the system board. 213-Incompatible supported on this Platform Recently added memory module(s) support - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 75
or missing pins. 3. Ensure that none of the keys are depressed. 4. Replace keyboard. 1. Reconnect keyboard with computer turned off. 2. Replace the system board. 1. Reconnect the keyboard with computer turned off. 2. Ensure that none of the keys are depressed. 3. Replace the keyboard. 4. Replace the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 76
drive not connected. Reinstall tape drive or press F1 and allow system to reconfigure without the drive. 611-Primary Floppy Port Address Assignment slot failed to initialize There is an incompatibility/problem with this device and the system or PCI Express Link could not be retrained to an x1 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 77
is giving correct error message. Enter Computer Setup and run the Drive Protection System test under Storage > DPS Self-test. 2. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 3. Back up contents and replace hard drive. 1796-SATA Cabling Error One or - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 78
Computer Setup and Diagnostic utilities. Remove third-party graphics card to see if the problem goes away. The system is violating the thermal environment requirement. Improper processor installed or add-in card 1. Replace the processor with a 65-W installed in 50C mode. processor. 2. Remove - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 79
in Suspend to RAM mode (some models only) or normal Suspend mode. None fifth iteration but LEDs continue until problem is solved. Processor thermal 1. system board header. If fan is plugged in, but is not spinning, then replace heatsink/fan assembly. 4. Contact an authorized reseller or service - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 80
system board. 2. Check if a device is causing the problem HP memory. 4. Replace the system system ROM with the latest BIOS image. See the "Boot Block Emergency Recovery Mode" section of the Desktop Management Guide on the Documentation and Diagnostics CD for more information. 2. Replace the system - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 81
second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. System powers on but is unable to boot. 1. Check that the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Replace the system board. 3. Replace - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 82
board. 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness. If the problem persists, replace the system board. 5. If the 5V_aux light on the system board is not turned on, remove the expansion cards one at a time until - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 83
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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 84
Regulatory Information guide for more information. 3. Remove the access panel. 4. Locate the header and jumper labeled PSWD on the system board. NOTE: and other system board components, see the Illustrated Parts & Service Map (IPSM). The IPSM can be downloaded from http://www.hp.com/support. 5. - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 85
power cord from the wall outlet, and allow the internal system components to cool before touching. CAUTION: When the computer is plugged in, the touching a grounded metal object. See the Safety & Regulatory Information guide for more information. 3. Remove the access panel. CAUTION: Pushing - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 86
the CMOS button and other system board components, see the Illustrated Parts & Service Map (IPSM) for that particular system. 5. Replace the access panel Use Computer Setup to reset any special system setups along with the date and time. For instructions on Computer Setup, see Computer Setup ( - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 87
, refer to the Safety & Regulatory Information guide. Before You Call for Technical Support If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support. ● Run the HP diagnostic tool. ● Run the hard drive - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 88
number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed. ● Restore the system from the Recovery Disc Set that you created or - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 89
Solving Hardware Installation Problems on page 103 for instructions. ● 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 (CD/DVD or USB device) from the system before turning - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 90
not respond to keyboard or mouse. Cause Computer is in Sleep state. System has locked up. Solution To resume from Sleep state, press the power date and time). If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery, - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 91
from HP. Keys are typically available from a hardware store. Poor performance. Cause Processor is too hot. Hard drive is full. Low on memory. Hard drive fragmented. Program previously accessed did not release reserved memory back to the system. 84 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 92
Table F-1 Solving General Problems (continued) Poor performance. Cause Solution Virus resident on the hard > Run b. Type msconfig, and then press Enter. c. On the Startup tab of the System Configuration Utility, clear applications that you do not want to launch automatically, and the click OK. - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 93
the system board. 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button assembly. 5. If the 5V_aux light on the system board is off, then replace the power supply. 6. Replace the system board. 86 Appendix F Troubleshooting Without - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 94
Solving Power Problems Power supply shuts down intermittently. Cause If equipped with a voltage selector, voltage selector switch on rear of computer chassis (some models) not see if the processor fan (or other system fan) spins. If the fan does not spin, make sure the fan cable is plugged onto - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 95
rear of the power supply (some models), is set to the appropriate voltage. on the system board. 3. Check if a device is causing the problem by removing system will power up. Replace the power supply adapter with the HP-supplied power supply adapter. 88 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 96
reconfiguration directions in the Solving Hardware Installation Problems on page 103 section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 97
Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution System files missing or Order. Hard Drive's "Emulation Type" is set to "None." (some models) Run the Computer Setup utility and change the "Emulation Type" to "Hard F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 98
Problems Table F-4 Solving Media Card Reader Problems format the media card in the digital camera or select FAT file system to format the media card in a computer with Windows. A properly, is inserted in the wrong slot, or is not supported. Ensure that the card is inserted properly with the gold - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 99
the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the reader was just installed into the computer and 3. Change the boot sequence in F10 Computer Setup. 92 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 100
and solutions listed in the following table. Table F-5 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on any unsaved data. Monitor cable is plugged into the wrong connector. Systems may have a monitor connection on both the motherboard or an add-in - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 101
one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board. Blank screen and the power LED flashes Red six times, once every second, applicable) or video connector and the monitor. 94 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 102
Install the video drivers included in the upgrade kit. drivers may not be connected to the computer. 2. In a two-monitor system or if another monitor is in close proximity, be to the documentation that came with the monitor for instructions. Image is not centered. Cause Position may need Problems 95 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 103
monitor's on-screen display menu. the graphics card. 2. Manually synchronize the Clock and Clock Phase on- screen display hp.com/support Graphics card is not seated properly or is bad (some models). 1. Reseat the graphics card. 2. Replace the graphics card. 96 Appendix F Troubleshooting - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 104
do not appear correct. Cause The font you are using does not support that particular symbol. Solution Use the Character Map to locate and select the . In Windows 7, click Start, select All Programs, select Accessories, select System Tools, and then select Character Map. Solving Display Problems 97 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 105
F-6 Solving Audio Problems Sound cuts in in Computer Setup: Security > Device Security > System Audio. The external speakers are not turned on than speakers. Some graphics cards support audio over the DisplayPort connection the correct audio device. The operating system controls may be set to use - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 106
reconfigured in the audio driver or application In the audio driver or application software, reconfigure is expected. Solution Some graphics cards support audio over the DisplayPort connection (if system to use the correct audio device. Solving Printer Problems If you encounter printer problems - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 107
Problems (continued) Printer will not print. Cause The correct printer drivers for the application are not installed. If you are on a network, you may not have made the connection to the printer. Printer may have failed. Solution 1. Install the correct printer driver printer driver. To driver driver - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 108
documentation that came with the equipment and to the common causes and solutions listed in the following table. Table F-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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 109
Table F-9 Solving Mouse Problems Mouse does not respond to movement or is too slow. Cause Solution Mouse connector is not properly plugged the mouse and clean the internal components with a mouse cleaning kit available from most computer stores. 102 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 110
system components to cool before touching. Table F-10 Solving Hardware Installation Problems A new device is not recognized as part of the system. system. When the system advised you of changes to the configuration, you did not accept them. Reboot the computer and follow the instructions - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 111
or is bad, or system board is bad. For systems with a graphics card: 1. Reseat the graphics card. Power on the system. 2. Replace the graphics card. 3. Replace the system board. For systems with integrated graphics, replace the system board. 104 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 112
option card. 3. Replace the system board. Solving Network Problems Some common causes and solutions for network problems are listed in the following Network Problems Wake-on-LAN feature is not functioning. Cause S5 Maximum Power Saving feature is enabled. S5 Wake on LAN is disabled (some models). - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 113
network drivers. System cannot autosense the network. Disable auto-sensing capabilities and force the system into the correct operating mode. Diagnostics reports a failure. Cause The cable is not securely connected. The cable is attached to the incorrect connector. There is a problem with - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 114
service provider. Diagnostics passes, but the computer does not communicate with the network. Cause Solution Network drivers are not loaded, or driver parameters do not Make sure the network drivers are loaded and that the driver an authorized service provider. Solving Network Problems 107 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 115
, and that the Remote System Installation Server contains the NIC drivers for your NIC. System setup utility reports unprogrammed EEPROM. Cause Unprogrammed EEPROM. Solution Contact an authorized service provider. Solving Memory Problems If you encounter memory problems, some common causes and - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 116
or is bad. 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. Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 117
support a feature previously 1. Install a TXT (Trusted Execution Technology) capable enabled on this system. processor. 2. Disable TXT in the Computer Setup (F10) utility. 3. Reinstall the original processor. Solving CD-ROM and DVD Problems . 110 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 118
reconfiguration directions in the Solving Hardware Installation Problems on page 103 section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 119
then select Device Manager. 2. Restart the computer and let Windows detect the CD or DVD driver. Recording or copying CDs is difficult or impossible. Cause Wrong or poor quality media type. of media. Quality varies widely between manufacturers. 112 Appendix F Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 120
listed in the following table. Table F-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in the device is fully inserted into the USB port before applying power to the system System will not boot from USB flash drive. Cause Boot order is not correct. Removable - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 121
connected to a live outlet. The correct device driver is not installed. 1. Install the correct driver for the device. 2. You might need to Solving Internet Access Problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 122
You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program. Solving Internet Access Problems 115 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 123
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. If you encounter software problems HP logo screen displays. Cause Solution System files Troubleshooting Without Diagnostics - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 124
= PATA HP only supports the use of SATA hard drives on these models of computer. No PATA drives are supported on any of these models. SATA mV 3.3 V, 5 V, 12 V N/A 3.0 Gb/s SATA connectors on the system board are color coded to make identification easier. SATA Identification Primary channel, device - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 125
SATA 3.0 Gb/s cable as it is fully backwards compatible with the SATA 1.5 Gb/s drives. Current HP desktop products ship with SATA 3.0 Gb/s hard drives. SATA data cables are susceptible to damage if overflexed. Never crease a SATA data cable and never bend - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 126
supported on any of the rp5800 models. ATA SMART Drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP in the way that drive sizes are calculated, the size reported by the operating system may differ from that marked on the hard drive or listed in the computer - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 127
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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 128
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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 129
dissipative surfaces. ● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam. ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended Materials and Equipment Materials and equipment that are recommended - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 130
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 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 131
● Never cover the ventilation slots on the monitor with any type of material. ● Install or enable power management functions of the operating system or other software, including sleep states. Routine Care General Cleaning Safety Precautions 1. Never use solvents or flammable solutions to clean the - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 132
the mouse body, follow the procedures in Cleaning the Computer Case on page 124. Service Considerations Listed below are some of the considerations that you should keep in mind during power source before opening the computer to prevent system board or component damage. Service Considerations 125 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 133
Tools and Software Requirements To service the computer, you need the following: ● Torx T-15 screwdriver (HP screwdriver with bits, PN 161946- be caught or snagged by parts being removed or replaced. CAUTION: When servicing this computer, ensure that cables are placed in their proper location during - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 134
removal and replacement chapter for the chassis you are working on in this guide for instructions on the replacement procedures. WARNING! This computer contains a lithium battery. the public collection system or return them to HP, their authorized partners, or their agents. Service Considerations 127 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 135
The power cord must be approved by an acceptable accredited agency responsible for evaluation in the country where the power cord and a nominal voltage rating of 125 or 250 volts AC, as required by each country's power system. 3. The diameter of the wire must be a minimum of 0.75 mm2 or 18AWG, and - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 136
cord must be Type HO5VV-F, 3-conductor, 0.75mm2 conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country where it will be used. 2. The flexible cord must be Type SVT or equivalent, No. 18 AWG - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 137
J Specifications Desktop Dimensions Height Width Depth Approximate Weight Maximum Supported Weight Temperature Range Operating Nonoperating Relative Humidity (noncondensing) Operating Nonoperating Maximum Altitude (unpressurized) Operating Nonoperating Power Supply Watts Rated Voltage Range Rated - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 138
modules, spare part number 9, 14 audible codes 72 audio connectors 2 audio problems 98 B battery disposal 127 battery replacement 34 beep codes 72 bezel, removal connections system board 19 country power cord set requirements 129 cover, powered serial port, spare part number 9, 11 Customer Support - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 139
Powered USB Card - 12V, spare part number 10, 14, 22 printer problems 99 problems audio 98 CD-ROM or DVD 110 flash drive 113 front panel 114 general fan 38 front USB and power switch 40 power supply 42 speaker 41 system board 44 removal and replacement procedures WLAN module 36 removing battery 34 - HP RP3 | Maintenance & Service Guide HP RP3 Retail System Model 3100 - Page 140
76 software problems 116 servicing computer 126 solid-state drive, spare part number 10, 12 spare part number tamper-resistent wrench 126 Torx T-15 screwdriver 126 speaker removal and replacement 41 spare part number 9, 12, 41 specifications computer 130 memory 20 static electricity 121 system board
Maintenance & Service Guide
HP RP3 Retail System Model 3100