Contacting Customer Support | HP Pro 6305 guide

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com.

NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set.

Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.

184	Chapter 8 Troubleshooting Without Diagnostics

Image 194

HP Pro 6305 manual Contacting Customer Support

Contents

Maintenance and Service Guide Page About This Book Iii Iv About This Book Table of contents Removal and Replacement Procedures Microtower MT Chassis Page Troubleshooting Without Diagnostics 146 MT Specifications 216 Contacting Customer Support 184 SFF Specifications 217 Standard Configuration Features 1Microtower Configuration 1Front Panel Components Product FeaturesMicrotower MT Front Panel Components 2Front Panel Components Small Form Factor SFF Front Panel ComponentsSmall Form Factor SFF Front Panel Components Microtower MT Rear Panel Components Rear Panel Components Small Form Factor SFF Rear Panel Components Small Form Factor SFF Rear Panel Components Serial Number Location 6Microtower Serial Number and Product ID Location Activating and customizing the software in Windows Activating the Windows operating system Customizing the monitor display Downloading Windows 7 updatesInstalling or upgrading device drivers Downloading Windows 8 updates Click Settings Change PC Settings Computer Setup F10 Utility Computer Setup F10 Utilities Using Computer Setup F10 Utilities Computer Setup F10 Utilities 2Computer Setup-File Computer Setup-FileComputer Setup F10 Utility Computer Setup-Storage 3Computer Setup-Storage Sata Emulation Removable Media BootStorage Options ESATA Port Max eSATA Speed DPS Self-Test Boot OrderShortcut to Temporarily Override Boot Order Computer Setup-Security 4Computer Setup-Security USB Security Network BootDevice Security Slot Security Master Boot Record Security System Security these options are hardware dependent Secure Boot DriveLock Security Computer Setup-Power 5Computer Setup-Power Option Heading Power-On Options Computer Setup-Advanced6Computer Setup-Advanced for advanced users Bios Power-On Device Options Onboard DevicesBus Options AMT Configuration Recovering the Configuration SettingsVGA Configuration Microtower MT chassis spare parts Microtower MT chassis spare partsComputer major components Illustrated parts catalog Access panelPower supply Cables Misc parts ESATA port assembly, PCI card Fan duct assemblyUSB powered speakers Description Spare part number Hood sensor Drives Misc boards Sequential part number listing Spare part Description Number Illustrated parts catalog Microtower MT chassis spare parts Illustrated parts catalog Small Form Factor SFF chassis spare parts Description Spare part number Front bezel Description Spare part number Sata drive power cable Misc parts Rubber feet USB powered speakers not illustratedESATA port assembly, PCI card not illustrated Chassis stand Description Spare part number Hard drive Optical drive Sequential part number listing Illustrated parts catalog Small Form Factor SFF chassis spare parts Illustrated parts catalog Electrostatic Discharge Information Electrostatic Discharge InformationGenerating Static Relative Humidity Event 55% 40% 10% Static Shielding Protection Levels Preventing Electrostatic Damage to EquipmentPersonal Grounding Methods and Equipment Method Voltage Grounding the Work AreaRecommended Materials and Equipment Routine Care General Cleaning Safety PrecautionsOperating Guidelines Cleaning the Monitor Cleaning the Computer CaseCleaning the Keyboard Power Supply Fan Service ConsiderationsCleaning the Mouse Tools and Software Requirements Hard Drives Cables and ConnectorsLithium Coin Cell Battery Smart ATA Drives Sata Hard DrivesSata Hard Drive Cables Cable Management Hard Drive Capacities Removal and Replacement Procedures Microtower MT Chassis Preparation for Disassembly Computer Access Panel Description Spare part number Access panel 646825-001 Front Bezel Description Spare part number Front bezel 689377-001 Front Bezel Security Page Bezel Blanks 5Removing a Bezel Blank Bezel Blanks DDR3-SDRAM DIMMs MemoryDIMMs Populating Dimm Sockets Installing DIMMs Page Expansion Cards 8Removing an Expansion Slot Cover Expansion Cards Page Wlan module Remove the access panel Computer Access Panel on 1System Board Connections System Board Connector System Board Label Color ComponentSystem Board Connections Drives Media Guide Screw Device Drive Positions2Drive Positions 15Disconnecting the Optical Drive Cables Drives Removing a 5.25-inch or 3.5-inch Drive from a Drive BayPage Installing a 5.25-inch or 3.5-inch Drive into a Drive Bay 19Sliding the Drives into the Drive CagePage Removing a Hard Drive from a Drive Bay Installing a Hard Drive into an Internal Drive Bay Page Removing and Replacing a Removable 3.5-inch Sata Hard Drive 29Removing the Thermal Sensor Drives Page Page Page Front Fan Assembly Description Spare part number Front fan assembly 585884-001 Front I/O Assembly Description Spare part number Front I/O assembly 646827-001 Power Switch/LED Assembly Page Heat sink Description Spare part number Heat sink 645326-001 Processor Speaker Description Spare part number Speaker 645330-001Page Rear Chassis Fan Description Spare part number Rear chassis fan 643908-001Page Power Supply System Board Processor Processor on Wlan module Wlan module on Page Preparation for Disassembly Access Panel Description Spare part number Access panel 646815-001 Description Spare part number Front bezel 687950-001 Front Bezel Security Page 5Removing a bezel blank Replace the front bezel 104 Memory Populating Dimm Sockets Installing DIMMs Page Expansion Card 8Removing an Expansion Slot Cover 110 Page Page Wlan module Page Black ESATA Adapter Cable Sata Drives Installing and Removing Drives 15Extra Guide Screw Locations Removing a 5.25-inch Drive from a Drive Bay Page Removing a 3.5-inch Drive from a Drive Bay 20Removing a 3.5-inch Drive Media Card Reader Shown 122 Installing a 3.5-inch Drive into a Drive Bay Page Page 27Installing Hard Drive Guide Screws 126 Removing and Replacing a Removable 3.5-inch Sata Hard Drive 30Removing the Thermal Sensor 128 Page Page Page Fan duct Description Spare part number Fan duct 636921-001 Description Spare part number Front fan 645327-001 Page Hood Sensor Description Spare part number Hood sensor 638816-001 Front I/O, Power Switch Assembly Remove the chassis fan Front Fan Assembly onPage Description Spare part number Speaker 636925-001 44Loosening the heat sink screws Heat sink Page Processor Power Supply Memory modules Memory on Expansion cards Expansion Card on Page Using the Small Form Factor Computer in a Tower Orientation Troubleshooting Without Diagnostics Safety and Comfort Before You Call for Technical Support Helpful Hints Refer to Helpful Hints on page 147 in this guide 1Solving General Problems Solving General Problems148 Troubleshooting Without Diagnostics Cause Solution Computer date and time display is incorrect Cause SolutionCursor will not move using the arrow keys on the keypad There is no sound or sound volume is too low Cause Solution Poor performance Cause Solution 150 Troubleshooting Without DiagnosticsCannot remove computer cover or access panel Cause Solution Go to Start All Programs Accessories Graphics subsystem 2Solving Power Problems Solving Power Problems152 Troubleshooting Without Diagnostics Power supply shuts down intermittently Cause Solution Some models, is set to the appropriate voltage. Proper 3Solving Hard Drive Problems Solving Hard Drive Problems154 Troubleshooting Without Diagnostics Storage Boot Order list Advanced Power-On OptionsNonsystem disk/NTLDR missing message Cause Solution Computer will not boot from hard drive Cause Solution 4Solving Media Card Reader Problems Solving Media Card Reader Problems156 Troubleshooting Without Diagnostics Device Configuration Solving Media Card Reader Problems 157 Can not write to the media card Cause Solution 5Solving Display Problems Solving Display Problems158 Troubleshooting Without Diagnostics Blank screen no video Cause Solution Select Adjust screen resolution List, then under Appearance and Personalization 160 Troubleshooting Without Diagnostics Dim characters Cause Solution Image is not centered Cause Solution Select ImageControl/ Horizontal Position or Vertical 162 Troubleshooting Without Diagnostics Out of Range displays on screen Cause Solution Certain typed symbols do not appear correct Cause Solution Solving Audio Problems6Solving Audio Problems Sound cuts in and out Cause Solution Advanced Device Options Internal Speaker 164 Troubleshooting Without DiagnosticsDevice Security System Audio Control Panel, and then select Device Manager Control Panel , and then select Device Manager Solving Printer ProblemsLine-in jack is not functioning properly Cause Solution Printer will not turn on Cause Solution Solving Keyboard and Mouse Problems7Solving Printer Problems Printer prints garbled information Cause Solution Solving Keyboard and Mouse Problems 167 8Solving Keyboard Problems 168 Troubleshooting Without Diagnostics 9Solving Mouse Problems 10Solving Hardware Installation Problems Solving Hardware Installation ProblemsSolving Hardware Installation Problems 169 Security USB Security 170 Troubleshooting Without Diagnostics Computer will not start Cause Solution Wake-on-LAN feature is not functioning Cause Solution Solving Network Problems11Solving Network Problems 172 Troubleshooting Without Diagnostics Network status link light never flashes Cause Solution Diagnostics reports a failure Cause Solution 174 Troubleshooting Without Diagnostics New network card will not boot Cause Solution Out of memory error Cause Solution Solving Memory Problems12Solving Memory Problems 13Solving Processor Problems Solving Processor Problems176 Troubleshooting Without Diagnostics Security Network Boot Solving CD-ROM and DVD Problems14Solving CD-ROM and DVD Problems Storage Boot Order Cannot eject compact disc tray-load unit Cause Solution 178 Troubleshooting Without DiagnosticsMovie will not play in the DVD drive Cause Solution Solving USB Flash Drive Problems 15Solving USB Flash Drive Problems USB flash drive not found identified Cause Solution Solving Front Panel Component Problems180 Troubleshooting Without Diagnostics System will not boot from USB flash drive Cause Solution Unable to connect to the Internet Cause Solution Solving Internet Access ProblemsSolving Internet Access Problems 181 Solving Software Problems See the Worldwide Limited Warranty for terms and conditions Contacting Customer Support Why run HP PC Hardware Diagnostics Uefi How to access and run HP PC Hardware Diagnostics Uefi Downloading HP PC Hardware Diagnostics to a USB device 1Numeric Codes and Text Messages Post Numeric Codes and Text MessagesPost Numeric Codes and Text Messages Control panel message Description Recommended action Device Options NIC PXE Option Post Error MessagesROM Download to Disable to Devices Post Numeric Codes and Text Messages Display Adapter Failure Graphics display controller Under Storage DPS Self-test Control panel message Description Bios System Bios and ME firmware 2Diagnostic Front Panel LEDs and Audible Codes Device at a time and repeat this procedure Activity Beeps Possible Cause Recommended Action Activity Beeps Possible Cause Install a TXT capable processor Resetting the Password Jumper Cmos Clearing and Resetting the Cmos Cmos button Page System Recovery Restoring and recovering in WindowsSystem Restore System Recovery when Windows is responding System Recovery when Windows is not responding Creating recovery media Backup and recovery in Windows Using recovery media Performing a system recovery Backing up your information Using the Windows recovery tools Follow the on-screen instructions Using Windows 8 operating system media purchased separately Battery Replacement Lift the battery out of its holder Figure A-2Removing and Replacing a Coin Cell Battery Type Type Japanese Power Cord Requirements General Requirements Country Accrediting Agency Country-Specific RequirementsCountry-Specific Requirements 215 Table C-1Specifications MT SpecificationsAppendix C Specifications Table C-2Specifications SFF SpecificationsSFF Specifications Rated Input Current Index Installing SFF Resetting Number Torx T-15 screwdriver Sata SFF