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HP Pro Tower ZHAN 99 G9 Desktop PC SS Maintenance and Service Guide - Page 101

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1. Select the Microsoft Store app on your desktop. - or - Select the Search icon (select products only) in the taskbar, and then type Microsoft Store. 2. Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box. 3. Follow the on-screen directions. The tool downloads to the selected location. Downloading HP Hardware Diagnostics Windows by product name or number (select products only) You can download HP PC Hardware Diagnostics Windows by product name or number. NOTE: For some products, you might have to download the software to a USB flash drive by using the product name or number. 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, select your type of product, and then enter the product name or number in the search box that is displayed. 3. In the Diagnostics section, select Download, and then follow the on-screen instructions to select the specific Windows diagnostics version to be downloaded to your computer or USB flash drive. The tool downloads to the selected location. Installing HP PC Hardware Diagnostics Windows To install HP PC Hardware Diagnostics Windows, navigate to the folder on your computer or the USB flash drive where the .exe file downloaded, double-click the .exe file, and then follow the on-screen instructions. Using HP PC Hardware Diagnostics UEFI HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components. NOTE: For some products, you must use a Windows computer and a USB flash drive to download and create the HP UEFI support environment because only .exe files are provided. For more information, see Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 95. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated. For assistance in solving the problem: 94 Chapter 10 Using HP PC Hardware Diagnostics

Section	Page
Computer features	8
Standard configuration features	8
Front panel components	8
Rear panel components	9
Illustrated parts catalog	11
Computer major components	11
Miscellaneous parts	13
Routine care, drive guidelines, and disassembly preparation	15
Electrostatic discharge information	15
Generating static electricity	15
Preventing electrostatic damage to equipment	16
Personal grounding methods and equipment	16
Grounding the work area	17
Recommended materials and equipment	17
Operating guidelines	18
Routine care	18
General cleaning safety precautions	18
Removing dirt and debris from your computer	19
Cleaning your computer with a disinfectant	19
Cleaning the computer case	20
Cleaning the keyboard	20
Cleaning the monitor	21
Cleaning the mouse	21
Service considerations	21
Tools and software requirements	21
Screws	21
Cables and connectors	22
Hard drives	22
Lithium coin cell battery	22
SATA hard drives	23
Cable management	23
Removal and replacement procedures	24
Preparation for disassembly	24
Access panel	24
Memory modules (DIMMs)	25
Expansion card	27
Optical drive	31
Front bezel	32
Hard drive	33
Card reader	35
Optical drive cage	36
WLAN module	37
Solid-state drive	39
Battery	39
Rear fan	40
Heat sink with fan	41
Processor	42
Power supply	43
System board	45
System board connections	46
Wireless antennas and cables	47
Troubleshooting without diagnostics	50
Before you call for technical support	50
Helpful hints	51
Solving general problems	51
Cannot access the Computer Setup (F10) Utility when booting the computer	52
Computer appears locked up and will not turn off when the power button is pressed	52
Computer will not respond to keyboard or mouse	52
Computer date and time display is incorrect	52
There is no sound or sound volume is too low	52
Cannot remove computer cover or access panel	53
Poor performance	53
Computer turned off automatically and the power light blinks red four times and then white two times	54
System does not turn on and the lights on the front of the computer are not blinking	54
Solving power problems	55
Power supply shuts down intermittently	55
Computer turned off automatically, power light blinks red two times followed by a two-second pause, and the computer beeps two times (beeps stop after fifth iteration but lights continue blinking)	55
Power light blinks red four times followed by a two-second pause and the computer beeps four times (beeps stop after fifth iteration but lights continue blinking)	55
Solving hard drive problems	56
Hard drive error occurs	56
Disk drive transaction problem	56
Drive not found (identified)	56
Nonsystem disk/NTLDR missing message	57
Computer will not boot from hard drive	57
Computer seems to be locked up	57
Solving audio problems	58
Sound cuts in and out	58
Sound does not come out of the speaker or headphones	58
Computer appears to be locked up while recording audio	58
Line-in jack is not functioning properly	59
Solving printer problems	59
Printer will not print	59
Printer will not turn on	59
Printer prints garbled information	59
Printer will not print	60
Solving keyboard and mouse problems	60
Keyboard commands and typing are not recognized by the computer	60
Mouse does not respond to movement or is too slow	60
Solving hardware installation problems	61
A new device is not recognized as part of the system	61
Computer will not start	62
Power light blinks red three times and then white two times	62
Solving network problems	62
Network driver does not detect network controller	62
Network status link light never blinks	63
Diagnostics reports a failure	63
Diagnostics passes, but the computer does not communicate with the network	64
Network controller stopped working when an expansion board was added to the computer	64
Network controller stops working without apparent cause	64
Cannot connect to network server when attempting remote system installation	64
System setup utility reports unprogrammed EEPROM	64
Solving memory problems	65
System will not boot or does not function properly after installing additional memory modules	65
Out of memory error	65
Memory count during POST is wrong	65
Insufficient memory error during operation.	65
Power light blinks red five times followed by a two-second pause and the computer beeps five times (beeps stop after fifth iteration but lights continue blinking)	66
Solving USB flash drive problems	66
USB flash drive is not seen as a drive letter in Windows	66
USB flash drive not found (identified)	66
System will not boot from USB flash drive	66
The computer boots to DOS after making a bootable flash drive	67
Solving internet access problems	67
Unable to connect to the internet	67
Cannot automatically launch internet programs	67
Solving software problems	68
Computer will not start up and the HP logo does not appear	68
“Illegal Operation has Occurred” error message is displayed	68
Computer Setup (F10) Utility	69
Using Computer Setup (F10) Utilities	69
Computer Setup Main	70
Computer Setup Security	73
Computer Setup Advanced	78
POST error messages	86
POST numeric codes and text messages	86
Interpreting POST diagnostic front panel lights and audible codes	92
Password security and resetting CMOS	94
Changing a setup or power-on password	94
Deleting a setup or power-on password	94
Backing up, restoring, and recovering	96
Backing up information and creating recovery media	96
Using Windows tools for backing up	96
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	96
Restoring and recovering your system	96
Creating a system restore	97
Restoring and recovery methods	97
Recovering using HP Recovery media	97
Changing the computer boot order	98
Using HP Sure Recover (select products only)	98
Using HP PC Hardware Diagnostics	99
Using HP PC Hardware Diagnostics Windows (select products only)	99
Using an HP PC Hardware Diagnostics Windows hardware failure ID code	99
Accessing HP PC Hardware Diagnostics Windows	99
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support (select products only)	99
Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant	100
Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)	100
Downloading HP PC Hardware Diagnostics Windows	100
Downloading the latest HP PC Hardware Diagnostics Windows version from HP	100
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store	100
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	101
Installing HP PC Hardware Diagnostics Windows	101
Using HP PC Hardware Diagnostics UEFI	101
Using an HP PC Hardware Diagnostics UEFI hardware failure ID code	101
Starting HP PC Hardware Diagnostics UEFI	102
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	102
Downloading the latest HP PC Hardware Diagnostics UEFI version	102
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	103
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	103
Downloading Remote HP PC Hardware Diagnostics UEFI	103
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	103
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	103
Customizing Remote HP PC Hardware Diagnostics UEFI settings	103
Statement of memory volatility	105
Current BIOS steps	105
Nonvolatile memory usage	107
Questions and answers	109
Using HP Sure Start (select products only)	111
Power cord set requirements	112
General requirements	112
Japanese power cord requirements	112
Country-specific requirements	112
Specifications	114

Match case Limit results 1 per page

Select the Microsoft Store app on your desktop.

– or –

Select the

icon (select products only) in the taskbar, and then type

Microsoft Store

Enter

HP PC Hardware Diagnostics Windows

in the

Microsoft Store

search box.

Follow the on-screen directions.

The tool downloads to the selected location.

Downloading HP Hardware Diagnostics Windows by product name or number (select products only)

You can download HP PC Hardware Diagnostics Windows by product name or number.

NOTE:

For some products, you might have to download the software to a USB ﬂash drive by using the

product name or number.

Go to

http://www.hp.com/support

Select

Software and Drivers

, select your type of product, and then enter the product name or number in

the search box that is displayed.

In the

Diagnostics

section, select

Download

, and then follow the on-screen instructions to select the

speciﬁc Windows diagnostics version to be downloaded to your computer or USB ﬂash drive.

The tool downloads to the selected location.

Installing HP PC Hardware Diagnostics Windows

To install HP PC Hardware Diagnostics Windows, navigate to the folder on your computer or the USB ﬂash

drive where the .exe ﬁle downloaded, double-click the .exe ﬁle, and then follow the on-screen instructions.

Using HP PC Hardware Diagnostics UEFI

HP PC Hardware Diagnostics UEFI (Uniﬁed Extensible Firmware Interface) allows you to run diagnostic tests

to determine whether the computer hardware is functioning properly. The tool runs outside the operating

system so that it can isolate hardware failures from issues that are caused by the operating system or other

software components.

NOTE:

For some products, you must use a Windows computer and a USB ﬂash drive to download and create

the HP UEFI support environment because only .exe ﬁles are provided. For more information, see

Downloading HP PC Hardware Diagnostics UEFI to a USB

ﬂash

drive

on page

If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware

issues.

Using an HP PC Hardware Diagnostics UEFI hardware failure ID code

When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit

failure ID code is generated.

For assistance in solving the problem:

Chapter 10

Using HP PC Hardware Diagnostics