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HP EliteDesk 800 G6 Maintenance and Service Guide - Page 66

Computer appears locked up and will not turn off when the power button is pressed

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Cause Solution The Computer Setup (F10) Utility is set to Fast Boot causing the F10 access screen to display too briefly when booting the computer. Before turning on the computer, press and hold f10. Turn on the computer and continue to hold F10 until the Computer Setup (F10) Utility is displayed. - or - Follow the Windows® instructions for rebooting the computer into the Computer Setup (F10) Utility. Computer appears locked up and will not turn off when the power button is pressed Use this information to troubleshoot the computer. Cause Software control of the power switch is not functional. Solution 1. Press and hold the power button for at least 4 s until the computer turns off. 2. Disconnect the power cord from the electrical outlet. Computer will not respond to keyboard or mouse Use this information to troubleshoot the computer. Cause Computer is in Sleep state. System has locked up. USB cables may not be seated properly. Solution To resume from Sleep state, press the power button. When attempting to resume from Sleep state, do not hold down the power button for more than 4 s. Otherwise, the computer shuts down and you lose any unsaved data. Restart computer. Disconnect, and then reconnect USB cables to keyboard and mouse. Computer date and time display is incorrect Use this information to troubleshoot the computer. Cause RTC (real-time clock) battery may need to be replaced. Solution Reset the date and time under Control Panel. (Computer Setup can also be used to update the RTC date and time.) If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement. To access Control Panel in Windows 10, type control panel in the taskbar search box, and then select Control Panel. There is no sound or sound volume is too low Use this information to troubleshoot the computer. 56 Chapter 5 Troubleshooting without diagnostics

Section	Page
Computer features	11
Standard configuration features	11
Front panel components	11
Rear panel components	12
Serial number location	13
Illustrated parts catalog	14
Computer major components	14
Mass storage devices	16
Miscellaneous parts	18
Routine care, SATA drive guidelines, and disassembly preparation	20
Electrostatic discharge information	20
Generating static electricity	20
Preventing electrostatic damage to equipment	21
Personal grounding methods and equipment	21
Grounding the work area	22
Recommended materials and equipment	22
Operating guidelines	22
Routine care	23
General cleaning safety precautions	23
Removing dirt and debris from your computer	23
Cleaning your computer with a disinfectant	24
Cleaning the computer case	25
Cleaning the keyboard	25
Cleaning the monitor	25
Cleaning the mouse	26
Service considerations	26
Tools and software requirements	26
Screws	26
Cables and connectors	26
Hard drives	26
Lithium coin cell battery	27
SATA hard drives	27
Cable management	28
Removal and replacement procedures	29
Preparation for disassembly	29
Access panel	29
Front bezel	30
Removing bezel blanks	31
System board connections	31
Drive cage	32
Memory modules (DIMMs)	33
Drives	35
Drive positions	36
Removing and installing drives	37
Optical drive	37
Removing the primary 3.5 inch hard drive	39
Removing a secondary 3.5 inch hard drive	40
Options for installing a 3.5 inch hard drive	41
Solid-state drive	42
Expansion card	43
WLAN module	46
Battery	47
Air duct (up to 65 W processor)	48
Fan with air duct (125 W processor)	49
Serial port	50
Hood lock	51
Hood sensor	51
Option board	52
Heat sink	53
Processor	55
Card reader	57
Speaker	58
Power supply	59
System board	60
Wireless antennas and cables	61
Troubleshooting without diagnostics	64
Before you call for technical support	64
Helpful hints	65
Solving general problems	65
Cannot access the Computer Setup (F10) Utility when booting the computer	65
Computer appears locked up and will not turn off when the power button is pressed	66
Computer will not respond to keyboard or mouse	66
Computer date and time display is incorrect	66
There is no sound or sound volume is too low	66
Cannot remove computer cover or access panel	67
Poor performance	67
Computer powered off automatically and the power light blinks red four times and then white two time ...	68
System does not turn on and the lights on the front of the computer are not blinking	68
Solving power problems	69
Power supply shuts down intermittently	69
Computer turned off automatically, power light blinks red two times followed by a two-second pause, ...	69
Power light blinks red four times followed by a two-second pause and the computer beeps four times ( ...	69
Solving hard drive problems	70
Hard drive error occurs	70
Disk transaction problem	70
Drive not found (identified)	70
Nonsystem disk/NTLDR missing message	71
Computer will not boot from hard drive	71
Computer seems to be locked up	72
Solving audio problems	72
Sound cuts in and out	72
Sound does not come out of the speaker or headphones	72
Computer appears to be locked up while recording audio	73
Line-in jack is not functioning properly	73
Solving printer problems	73
Printer will not print	73
Printer will not turn on	74
Printer prints garbled information	74
Printer will not print	74
Solving keyboard and mouse problems	74
Keyboard commands and typing are not recognized by the computer	74
Mouse does not respond to movement or is too slow	75
Solving hardware installation problems	75
A new device is not recognized as part of the system	76
Computer will not start	76
Power light blinks red three times and then white two times	76
Solving network problems	77
Network driver does not detect network controller	77
Network status link light never blinks	77
Diagnostics reports a failure	78
Diagnostics passes, but the computer does not communicate with the network	78
Network controller stopped working when an expansion board was added to the computer	78
Network controller stops working without apparent cause	78
Cannot connect to network server when attempting remote system installation	79
System setup utility reports unprogrammed EEPROM	79
Solving memory problems	79
System will not boot or does not function properly after installing additional memory modules	79
Out of memory error	80
Memory count during POST is wrong	80
Insufficient memory error during operation.	80
Power light blinks red five times followed by a two-second pause and the computer beeps five times ( ...	80
Solving USB flash drive problems	81
USB flash drive is not seen as a drive letter in Windows	81
USB flash drive not found (identified)	81
System will not boot from USB flash drive	81
The computer boots to DOS after making a bootable flash drive	81
Solving internet access problems	82
Unable to connect to the internet	82
Cannot automatically launch internet programs	82
Solving software problems	82
Computer will not start up and the HP logo does not appear	83
“Illegal Operation has Occurred” error message is displayed	83
Computer Setup (F10) Utility	84
Using Computer Setup (F10) Utilities	84
Computer Setup—Main	85
Computer Setup—Security	87
Computer Setup—Advanced	91
POST error messages	97
POST numeric codes and text messages	97
Interpreting system validation diagnostic front panel LEDs and audible codes	102
Password security and resetting CMOS	105
Changing a setup or power-on password	105
Deleting a setup or power-on password	105
Using HP PC Hardware Diagnostics	107
Using HP PC Hardware Diagnostics Windows (select products only)	107
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	107
Accessing HP PC Hardware Diagnostics Windows	107
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support	107
Accessing HP PC Hardware Diagnostics Windows from Support Assistant	108
Downloading HP PC Hardware Diagnostics Windows	108
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	108
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	108
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	108
Installing HP PC Hardware Diagnostics Windows	109
Using HP PC Hardware Diagnostics UEFI	109
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	109
Starting HP PC Hardware Diagnostics UEFI	109
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	110
Downloading the latest HP PC Hardware Diagnostics UEFI version	110
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	110
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	110
Downloading Remote HP PC Hardware Diagnostics UEFI	111
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	111
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	111
Customizing Remote HP PC Hardware Diagnostics UEFI settings	111
Backing up, restoring, and recovering	112
Backing up information and creating recovery media	112
Using Windows tools for backing up	112
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	112
Restoring and recovering your system	112
Creating a system restore	113
Restoring and recovery methods	113
Recovering using HP Recovery media	113
Changing the computer boot order	113
Using HP Sure Recover (select products only)	114
Statement of memory volatility	115
Current BIOS steps	115
Nonvolatile memory usage	117
Questions and answers	119
Using HP Sure Start (select products only)	120
Power cord set requirements	121
General requirements	121
Japanese power cord requirements	121
Country-specific requirements	121
Specifications	123