HP Pro Tower ZHAN 99 G9 Desktop PC SS Maintenance and Service Guide
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- HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 1
Maintenance and Service Guide SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 2
for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should access the latest user guides, go to http://www.hp.com/support, and follow the instructions to find your product. Then select Manuals. Software terms By - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 3
with a disinfectant ...12 Cleaning the computer case ...13 Cleaning the keyboard ...13 Cleaning the monitor ...14 Cleaning the mouse ...14 Service considerations...14 Tools and software requirements ...14 Screws...14 Cables and connectors...15 Hard drives...15 Lithium coin cell battery ...15 SATA - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 4
36 System board...38 System board connections ...39 Wireless antennas and cables ...40 5 Troubleshooting without diagnostics...43 Before you call for technical support ...43 Helpful hints ...44 Solving general problems...44 Cannot access the Computer Setup (F10) Utility when booting the computer 45 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 5
Keyboard commands and typing are not recognized by the computer 53 Mouse does not respond to movement or is too slow 53 Solving hardware installation problems ...54 A new device is not recognized as part of the system 54 Computer will not start...55 Power light blinks red three times and then - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 6
PC Hardware Diagnostics Windows 92 Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)...........92 Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant 93 Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 7
Nonvolatile memory usage ...100 Questions and answers ...102 Using HP Sure Start (select products only) ...104 12 Power cord set requirements ...105 General requirements...105 Japanese power cord requirements ...105 Country-specific requirements...105 13 Specifications...107 Index ...108 vii - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 8
with an overview of your computer's features. Standard configuration features To identify a typical computer configuration, read this section. Features vary depending on the model. For support assistance and to learn more about the hardware and software installed on your computer model, run the HP - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 9
SD card reader (select products only) NOTE: The combo jack supports headphones, line output devices, microphones, line input devices, CTIA- light blinks red, the computer displays a diagnostic code to indicate a problem. See Interpreting POST diagnostic front panel lights and audible codes on page - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 10
Table 1-2 Identifying the rear panel components Rear panel components 1 Audio-in jack 7 Serial port 2 Audio-out jack 3 Security cable slot 8 USB ports (2) NOTE: Use a standard USB Type-A charging cable or cable adapter (purchased separately) when charging a small external device such as - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 11
improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Computer major components To identify the computer major components, use this - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 12
Table 2-1 Computer major components and their descriptions (continued) Item Description 8 GB 4 GB (5) Optical drive cage (6) Hard drive cage (7) Hard drive (3.5 in) 2 TB, 7200 rpm 1 TB, 7200 rpm 500 GB, 7200 rpm (8) Optical drive DVD-ROM DVD-RW (9) Power supply 500 W, 90% - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 13
Table 2-1 Computer major components and their descriptions (continued) Item Description (13) System board (includes replacement thermal material) (14) Speaker (15) System chassis (16) Front bezel * Expansion cards NVIDIA® Quadro® T400 AMD® Radeon™ RX 6600XT AMD Radeon RX 6400XT - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 14
Table 2-2 Miscellaneous parts and their descriptions (continued) Description Adapter HDMI-to-DVI Mini DisplayPort®-to-DisplayPort Mouse PS/2, optical USB HP 125 antimicrobial, wired HP 125 wired HP 128 laser, wired Keyboard USB Slim, PS/2 PS/2, slim HP 125, wired HP 125 antimicrobial, wired Power - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 15
information for the computer. Adherence to the procedures and precautions is essential for proper service. IMPORTANT: When the computer is plugged into an AC power source, AC voltage is always applied to the system board. You must disconnect the power - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 16
Table 3-1 Static electricity occurrence based on activity and humidity (continued) Motions of bench worker Relative humidity 400 V 800 V Removing DIPs (dual in-line packages) from plastic tube 400 V 700 V Removing DIPs from vinyl tray 2,000 V 4,000 V Removing DIPs from polystyrene foam - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 17
dissipative surfaces. ● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and polystyrene foam. ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. Recommended materials and equipment HP recommends the these materials and - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 18
Operating guidelines This information details how to prevent overheating and to help prolong the life of the computer. ● Keep the computer away from excessive moisture, direct sunlight, and extremes of heat and cold. ● Operate the computer on a sturdy, level surface. Leave a 10.2 cm (4 inch) - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 19
Removing dirt and debris from your computer Here are the recommended steps to clean dirt and debris from your computer. 1. Wear disposable gloves made of latex (or nitrile gloves, if you are latex-sensitive) when cleaning the surfaces. 2. Turn off your device and unplug the power cord and other - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 20
3. Moisten a microfiber cloth with a mixture of 70% isopropyl alcohol and 30% water. The cloth should be moist, but not dripping wet. CAUTION: Do not use any of the following chemicals or any solutions that contain them, including spray-based surface cleaners: bleach, peroxides (including hydrogen - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 21
considerations Keep these considerations in mind during the disassembly and assembly of the computer. Tools and software requirements Servicing the computer requires these tools. ● Torx T-15 screwdriver ● Flat-bladed screwdriver (can sometimes be used in place of the Torx screwdriver) ● Phillips - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 22
caught or snagged by parts being removed or replaced. IMPORTANT: When servicing this computer, be sure to place cables in their proper location and replacement chapter for the chassis that you are working on for instructions on the replacement procedures. WARNING! This computer contains a lithium - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 23
SATA hard drives The Self Monitoring Analysis and Recording Technology (SMART) ATA drives for the HP Personal Computers have built-in drive failure prediction that warns the user or network administrator of an impending failure or crash of the hard drive. The SMART drive tracks fault prediction - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 24
guide are available on all computers. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions servicing - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 25
components on page 4. The memory sockets on the system board are populated with at least one preinstalled memory module. To achieve the maximum memory support, you can populate the system board with up to 64 GB of memory configured in a high-performing dual-channel mode. For proper system operation - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 26
● Memory modules constructed with ×8 and ×16 DDR devices; memory modules constructed with ×4 SDRAM are not supported NOTE: Memory modules support data transfer rates up to 3200 MT/s. Actual data rate is determined by system configuration. NOTE: When more than one memory slot is populated, symmetric - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 27
2. To install a memory module, open both latches of the memory module socket (1), and insert the memory module into the socket (2). Press the module down into the socket so that the module is fully inserted and properly seated. Be sure that the latches are in the closed position (3). NOTE: A memory - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 28
2. Remove the Torx screw that secures the expansion card release latch (1), and then rotate the release latch downward to the open position (2). NOTE: Computer appearance might vary. 3. Before installing an expansion card, remove the expansion slot cover or the existing expansion card. NOTE: Before - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 29
c. If you are removing a PCI Express ×16 card, pull the retention arm on the back of the expansion socket away from the card (1), and carefully rock the card back and forth until the connectors pull free from the socket. Pull the expansion card straight up from the socket (2). 4. Store the removed - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 30
the open slot on the rear of the chassis. Press the card straight down into the expansion socket on the system board. NOTE: When installing an expansion card, press firmly on the card so that the whole connector seats properly in the expansion card socket. 7. Rotate the slot cover retention latch - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 31
10. Reassemble and reconfigure the computer, if necessary. Optical drive To remove the optical drive, use these procedures. Before removing the optical drive, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 17). 2. Remove the access panel (see - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 32
3. If it is necessary to replace the optical drive bezel, insert a straightened paperclip or similar tool into the release hole (1), and then pull the bezel off the drive (2). To install the optical drive, reverse the removal procedure. Front bezel To remove the front bezel, use these procedures. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 33
To install the front bezel, reverse the removal procedure. Hard drive To remove a hard drive, use these procedures. ● The primary Serial ATA (SATA) hard drive must be connected to the dark-blue primary SATA connector labeled SATA0 on the system board. ● Connect an optical drive to the connector on - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 34
3. Remove the four Torx screws that secure the hard drive to the front of the computer. 4. Disconnect the power cable (1) and drive cable (2) from the rear of the hard drive. Hard drive 27 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 35
5. Remove the drive from the computer (3). To install a hard drive, reverse the removal procedures. Card reader To remove the card reader, use these procedures. Before removing the card reader, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 17). - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 36
To install the card reader, reverse the removal procedure. Optical drive cage To remove the optical drive cage, use these procedures. Before removing the optical drive cage, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 17). 2. Remove the access - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 37
To install the optical drive cage, reverse the removal procedures. WLAN module To remove the WLAN module, use these procedures. For a list of available WLAN modules, see Computer major components on page 4. Before removing the WLAN module, follow these steps: 1. Prepare the computer for disassembly - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 38
3. Pull the module to remove it from the socket (3). 4. If the WLAN antenna is not connected to the terminal on the WLAN module, you must install a protective sleeve on the antenna connector, as shown in the following illustration. To install the WLAN module, reverse the removal procedure. NOTE: - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 39
Solid-state drive The M.2 solid-state drive module is located under the drive cage. To remove the solid-state drive module, use these procedures. For a list of available solid-state drives, see Computer major components on page 4. Before removing the solid-state drive module, follow these steps: 1. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 40
Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water. Replace the battery only with the HP spare part that is designated for this product. IMPORTANT: Before replacing the battery, back up the computer CMOS settings. When the battery is removed or replaced, the - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 41
2. Remove the access panel (see Access panel on page 17). Remove the rear fan: 1. Remove the three Phillips screws (1) that secure the fan to the inside-rear of the chassis. 2. Disconnect the fan cable from the system board (2), and then remove the fan from the computer (3). NOTE: Computer - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 42
1. Loosen the four captive Torx screws (1) that secure the fan sink to the system board tray. IMPORTANT: Remove heat sink retaining screws in diagonally opposite pairs (as in an X) to evenly apply the downward forces on the processor. The pins on the socket are fragile, and any damage to them could - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 43
1. Pull the locking lever away from the processor (1), and then rotate the lever to its fully open position (2). 2. Raise and rotate the microprocessor retainer to its fully open position (3). 3. Carefully lift the processor from the socket (4). IMPORTANT: Do not handle the pins in the processor - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 44
PWRCMD (2) PWRCPU (3) NOTE: Computer appearance might vary. 2. Remove the power supply cables from the clips inside of the computer. 3. Remove the three Torx screws (1) that connect the power supply to the rear of the chassis. 4. Press the release lever at the front of the power supply (2), slide - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 45
System board To remove the system board, use these procedures. NOTE: All system board spare part kits include replacement thermal material. Before removing the system board, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 17). 2. Remove the access - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 46
To install the system board, reverse the removal procedures. NOTE: When replacing the system board, you must change the chassis serial number in the BIOS. When replacing the system board, you must reprogram the SMBIOS information about the affected computer. Failure to reprogram the board can result - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 47
Table 4-1 System board connections Item Component (1) Card reader (2) Power supply (3) CMOS/password reset (4) Expansion card (5) Expansion card (6) Expansion card (7) System fan (8) Processor socket (9) Power supply (10) Heat sink fan (11) Memory module Item Component (12 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 48
4. Remove the front bezel (see Front bezel on page 25). 5. Disconnect the antenna cables from the WLAN module (see WLAN module on page 30). Remove the wireless antennas: 1. Remove the Torx screws (1) that secure the antennas to the front of the chassis, and then remove the antennas from the chassis - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 49
To install the wireless antennas and cables, reverse the removal procedures. 42 Chapter 4 Removal and replacement procedures - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 50
guide. Before you call for technical support If you are having problems with the computer, try these solutions to isolate the exact problem before calling for technical support and product ID number. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 51
call your local authorized service provider or dealer. Helpful hints If you encounter problems with the computer or software 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 Troubleshooting without diagnostics - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 52
Computer will not respond to keyboard or mouse Use this information to troubleshoot the computer. Cause Computer is in Sleep state. System has locked and time.) If the problem persists, replace the RTC battery. See the Removal and Replacement section for instructions about installing a new battery - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 53
, power loss, or computer malfunction, you must manually disable the Smart Cover lock. A key to unlock the Smart Cover Lock is not available from HP. Keys are typically available from a hardware store. Poor performance Use this information to troubleshoot the computer. Cause Processor is too hot - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 54
not spinning, replace it. System does not turn on and the lights on the front of the computer are not blinking Use this information to troubleshoot the computer. Cause System unable to power on. Solution Press and hold the power button for fewer than 4 s. If the hard drive light turns white - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 55
These tables provide common causes and solutions for power problems. Power supply shuts down intermittently Use this information to troubleshoot the computer. Cause If the computer has a voltage selector, the voltage selector switch on the rear of the computer chassis (select products only - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 56
and block usage of bad sectors. If necessary, reformat the hard disk. Disk drive transaction problem Use this information to troubleshoot the computer. Cause Either the directory structure is bad or there is a problem with a file. Solution In Windows, type file in the taskbar search box, and then - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 57
after startup. See reconfiguration directions in the Solving hardware installation problems on page 54 section. If the system still does not entry. Computer will not boot from hard drive Use this information to troubleshoot the computer. Cause The device is attached to a SATA port that has - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 58
If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in these tables. Sound cuts in and out Use this information to troubleshoot the computer. Cause Processor resources are being used by other open applications. Solution Shut down - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 59
jack to its default value. Solving printer problems If you encounter printer problems, see the documentation that came with the printer and the common causes and solutions listed in these tables. Printer will not print Use this information to troubleshoot the computer. Cause Printer is not turned - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 60
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and the common causes and solutions listed in these tables. Keyboard commands and typing are not recognized by the computer Use this information to troubleshoot the computer. Cause Keyboard connector is - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 61
will lose any unsaved data. Follow the instructions that came with the mouse. Solving hardware installation problems You might need to reconfigure the computer is not recognized as part of the system Use this information to troubleshoot the computer. Cause Cables of new external device are loose or - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 62
computer. Beeps and blinking lights are codes for specific problems. 3. If you still cannot resolve the issue, contact Customer Support. Power light blinks red three times and then white two times Use this information to troubleshoot the computer. Cause Memory is installed incorrectly or is bad - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 63
failure Use this information to troubleshoot the computer. Cause The cable is not securely connected. The cable is attached to the incorrect connector. There is a problem with the cable or operating correctly. Contact an authorized service provider. 56 Chapter 5 Troubleshooting without diagnostics - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 64
interface card (NIC) drivers for your NIC. System setup utility reports unprogrammed EEPROM Use this information to troubleshoot the computer. Cause Unprogrammed EEPROM. Solution Contact an authorized service provider. Diagnostics passes, but the computer does not communicate with the network 57 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 65
encounter memory problems, some or remove a memory module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer be mixed. Out of memory error Use this information to troubleshoot the computer. Cause You have run out of memory to - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 66
the system board. Solving USB flash drive problems If you encounter USB flash drive problems, common causes and solutions are listed in these tables. USB flash drive is not seen as a drive letter in Windows Use this information to troubleshoot the computer. Cause The drive letter after the - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 67
If you encounter internet access problems, consult your internet service provider (ISP), or see the common causes and solutions listed in these tables. Unable to connect to the internet Use this information to troubleshoot the computer. Cause Internet Service Provider (ISP) account is not set - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 68
-installed operating system, it might not be supported on the system. If you encounter software problems, see the applicable solutions listed in the following table. Computer will not start up and the HP logo does not appear Use this information to troubleshoot the computer. Cause ROM issue - POST - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 69
information about a USB device and restoring it on one or more computers. ● Enable or disable DriveLock security or securely erase a hard drive (when supported by drive). Using Computer Setup (F10) Utilities You can access Computer Setup only by turning the computer on or restarting the system. To - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 70
after exiting the F10 Setup screen. Computer Setup Main This table provides information about the Computer Setup Main menu. NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration. Table 6-1 Computer Setup Main Option Description System Information - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 71
BIOS Version If this option is selected, the system is locked to the current BIOS version, and updates are not allowed. Native OS Firmware Update Service Allows the operating system to drive firmware updates (for example, Windows Update). 64 Chapter 6 Computer Setup (F10) Utility - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 72
back to any previous version of BIOS. ■ Restricted Rollback to older BIOS: If selected, Minimum BIOS Version becomes active, which lets you manually enter the minimum BIOS version that you can roll back to. Minimum BIOS Version Defaults to current version. Read-only unless restricted rollback is - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 73
, exits Computer Setup, and reboots. Computer Setup Security This table provides information about the Computer Setup Security menu. NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration. Table 6-2 Computer Setup Security Option Description Create - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 74
Block on every boot: Select to enable HP Sure Start. Default is disabled. ● BIOS Data Recovery Policy: Select Automatic or Manual to determine data recovery process. Manual recovery is intended only for situations when you want forensic analysis before HP Sure Start recovery. When this policy is - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 75
UEFI CA key: Disabling this setting alters the Secure Boot key list to further restrict the allowed software components. Set this option to disable to support Device Guard. Default is enabled. 68 Chapter 6 Computer Setup (F10) Utility - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 76
power up when changes are made to system security policy. The user must manually agree to those changes before the change is confirmed. Default is enabled. Guard Extensions (SGX) Intel SGX is a set of processor code instructions that allows user-level code to allocate private regions of memory, that - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 77
of System Hard Drive Enabling this feature saves the GUID Partition Table (GPT) of the system hard drive. selection appears only when at least one drive that supports the DriveLock feature is attached to the system. IMPORTANT reset security settings during a service event. Default is enabled. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 78
Computer Setup Advanced This table provides information about the Computer Setup Advanced menu. NOTE: Support for specific Computer Setup options can vary, depending on the hardware configuration. Table 6-3 Computer Setup Advanced (for advanced users) Option Heading Display Language Lets you - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 79
Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Shortcut to Temporarily Override Boot Order To boot one time from a device other than the default device specified in Boot Order, restart the computer and press esc (to access the Startup menu) and then f9 (Boot - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 80
(AMD® products only) Enables AMD-V and AMD-Vi virtualization features on AMD-based systems Enhanced Hello Sign-in (systems with supporting hardware for biometric identification only) Allows for secure logon using the Windows Hello feature. DMA Protection Enables DMA redirection using IOMMU for - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 81
users) (continued) Option Heading Provides ACPI structure to enable HP common software application framework. The driver is provided in the latest HP support software that you can download from the web. NOTE: Device Manager shows an alert if this setting is enabled without the HP application - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 82
Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Microphone Clear to disable the integrated microphone. This does not affect devices plugged into audio jacks. The disable and lock setting prevents other audio ports from being remapped to the microphone function in - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 83
Table 6-3 Computer Setup Advanced (for advanced users) (continued) Option Heading Lets you enable specific serial ports. Default is enabled. Serial Port Voltage (Retail Point-of-Sale models only; ports vary by model) Lets you configure powered serial port voltage selection on RPOS units that - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 84
Key Provisioning Support Enables AMT provisioning using a USB storage device. Default is disabled. USB Redirection Support USB redirection CIRA Timeout (min.) CIRA is Customer Initiated Remote Assistance, an Intel service to help users employing Active Management Technology (AMT). Default is 1. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 85
-express interface, thus any Thunderbolt device that requires PCI-Express will not function correctly. Native PCIe Hot Plug Enables hot plug support to the system PCI-Express bus. Remote HP PC Hardware Diagnostics Settings Sets the configuration for Remote HP PC Hardware Diagnostics, including - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 86
Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST . If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any key except f10, - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 87
008-Microcode Patch Error Processor is not supported by the BIOS. 009-PMM Allocation Error during MEBx Download Memory error during POST execution of the Management Engine (ME) BIOS Extensions option ROM. Recommended action section for instructions on installing a new battery. 1. Upgrade BIOS to - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 88
1. If additional memory was recently ECC memory error correction. added, remove it to see if the problem remains. 2. Check product documentation for memory support information. 2E6-Memory Not Configured Correctly for DIMM1 is not installed. Proper MEBx Execution Be sure that a memory module - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 89
board. User Diagnostics (f2 during boot-up) might help identify any problem with specific devices. 301-Hard Disk 1: SMART Hard Drive Detects Imminent hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) 3. Back up contents and replace hard drive. 302-Hard Disk 2: - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 90
41B-Device in PCI Express Slot Failed To Initialize There is an incompatibility or problem with a PCIe device and the system or PCIe link could not be installed in the system that is not supported and has been disabled. Replace with a supported module. 800-Keyboard Error Keyboard failure - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 91
Table 7-1 POST numeric codes and text messages (continued) Control panel message Description Recommended action 801-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer turned off. 2. Be sure that none of the keys are pressed. 3. Replace the keyboard. 4. - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 92
Interpreting POST diagnostic front panel lights and audible codes This section identifies the front panel light codes as well as the audible codes that can occur before or during POST that might not have an error code or text message associated with them. CAUTION: When the computer is plugged into - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 93
graphics initialization. 3.4 The system board displays a power failure (crowbar).* 3.5 The processor is not detected.* 3.6 The processor does not support an enabled feature. Thermal 3.7 The access panel/top cover has been opened since last boot. 4.2 A processor over temperature condition - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 94
8 Password security and resetting CMOS This computer supports two security password features that you can establish through the Computer Setup Utilities menu: administrator password and power-on password. When you establish only an - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 95
1. Turn on or restart the computer. To delete the Setup password, go to step 2. To delete the Power-on password, go to step 3. 2. To delete the Setup password, as soon as the computer turns on: - Press esc while the "Press the ESC key for Startup Menu" message is displayed. - Press f10 to enter - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 96
that you have. NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. IMPORTANT: HP recommends that you follow the Restoring and recovery methods on - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 97
available in Windows. The System Restore software can automatically or manually create restore points, or snapshots, of the system files and , contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. To - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 98
drive from which you want to boot, and then follow the on-screen instructions. Using HP Sure Recover (select products only) Select computer models are configured with Recover, go to http://www.hp.com/support. Follow the on-screen instructions to find your product and locate your documentation. Changing - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 99
troubleshooting the Event Automation Service (EAS) page, Support. 1. Select the Start button, and then select HP Help and Support. 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 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 100
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 test that you want to run, and then follow the on-screen instructions. NOTE: To stop a diagnostic test, select Cancel. Downloading HP PC - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 101
the product name or number. 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, select your type of product, and select Download, and then follow the on-screen instructions to select the specific Windows diagnostics version to be problem: 94 Chapter 10 Using HP PC Hardware Diagnostics - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 102
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 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 103
the product name or number. 1. Go to http://www.hp.com/support. 2. Enter the product name or number, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI Diagnostics version for your - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 104
● Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics. ● Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP website or from a - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 105
nonvolatile memory that can contain personal data after the system has been turned off and the hard drive has been removed, use these instructions. HP business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory. The amount of nonvolatile memory present - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 106
Utilities. d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and then follow the on-screen instructions to continue. - or - Clear the contents of the drive using the following Disk Sanitizer commands steps: i. Turn on or restart the computer, and - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 107
want to clear, and then follow the on-screen instructions to continue. NOTE: The amount of time it takes table to troubleshoot nonvolatile memory usage. Table 11-1 Troubleshooting steps for computer configuration data for select platforms that support HP Sure Start. For more information, - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 108
Table 11-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type configuration to http://www.hp.com/ support. Select Identify your product for manuals and specific product information, and then follow the on-screen instructions.) Stores Management Engine Code, - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 109
-screen instructions. 2. What is a UEFI BIOS, and how is it different from a legacy BIOS? The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 110
an OS is loaded. BIOS provides a secure runtime environment that supports a Graphic User Interface (GUI). In this environment, you can . c. Follow the on-screen instructions. d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions. 7. How can the Custom Secure - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 111
window, select Secure Boot, select Clear Secure Boot Keys, and then follow the on-screen instructions to continue. Using HP Sure Start (select products only) Select computer models are configured with on HP Sure Start, go to http://www.hp.com/support. 104 Chapter 11 Statement of memory volatility - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 112
12 Power cord set requirements The power supplies on some computers have external power switches. The voltage select switch feature on the computer permits it to operate from any line voltage of 100 V ac-120 V ac or 220 V ac-240 V ac. Power supplies on those computers that do not have external - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 113
Table 12-1 Power cord country-specific requirements (continued) Country Austria (1) Accrediting Agency OVE Country Japan (3) Accrediting Agency METI Belgium (1) CEBC Norway (1) NEMKO Canada (2) CSA Sweden (1) SEMKO Denmark (1) DEMKO Switzerland (1) SEV Finland (1) SETI United - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 114
13 Specifications This section provides specifications for your computer. Table 13-1 Specifications Metric U.S. Dimensions Height Width Depth Approximate weight 337 mm 155 mm 303 mm 4.7 kg 13.27 in 6.1 in 11.93 in 10.4 lb Temperature range Operating Nonoperating 10°C to 35°C -30°C to 60°C - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 115
cleaning 8, 11, 13 computer major components 4 Computer Setup access problem 44 Advanced menu 71 Main menu 63 Security menu 66 Computer Setup Utility 62 country power cord set requirements 105 Customer Support 43 D deleting a Power-On password 87 deleting a Setup password 87 - HP Pro Tower ZHAN 99 G9 Desktop PC SS | Maintenance and Service Guide - Page 116
107 removal and replacement 36 Power-On password 87 printer problems 52 problems audio 51 Computer Setup 44 F10 Setup 44 flash drive 59 , creating 89 T temperature control 8, 11 tools, servicing 8, 14 Torx T15 screwdriver 8, 14 troubleshooting without diagnostics 43 U USB port 3 USB SuperSpeed 10
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Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.