HP Omni 27-1025la Desktop PC Troubleshooting guide

12” (30cm)

http://www.hp.com/go/contactHP

http://welcome.hp.com/country/us/en/wwcontact_us.html

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Warranty Print on Demand Statement

You can find the expressly provided HP Limited

Warranty applicable to your product in the start

menu on your PC and/or in the CD/DVD

provided in the box. For some countries/regions,

a printed HP Limited Warranty is provided in the

box. In countries/regions where the warranty is

not provided in printed format, you may request

a printed copy from

hp.com/go/orderdocuments

or write to HP at: Hewlett-Packard, MS POD,

11311 Chinden Blvd., Boise, ID 83714, U.S.A.;

Hewlett Packard, POD, P.O. Box 200,

Alexandra Post Office, Singapore 911507.

Please include your product name, warranty

period, name, and postal address.

1 Getting information

Type of information Where to find

●

Set up your computer. Quick Setup (this Guide)

●

Use the computer.

●

Connect to the Internet.

Quick Setup (this Guide)

●

Recover factory settings. Troubleshooting and Maintenance Guide on your computer. At the bottom

of your screen, click on Start, then click HP Help and Support and HP

User Manuals.

●

See how-to videos about using

the features of your computer.

Visit

http://www.hp.com/supportvideos (English only)

●

Learn how to use the Microsoft

Windows 7 operating system.

●

Find Windows 7 password

information.

●

Find links to driver updates.

●

Read frequently asked

questions.

Help and Support

Click Start, and then click Help and Support or visit

http://www.hp.com/go/win7.

Windows 7 troubleshooting tools

1. Click Start, click Control Panel, and then click System and

Security.

2. Under Action Center, click Find and fix problems

(troubleshooting).

●

Troubleshoot the most common

computer hardware and

software issues.

Troubleshooting and Maintenance Guide on your computer. At the bottom

of your screen, click on Start, then click HP Help and Support and HP

User Manuals.

●

Find electronic user guides

and specifications for your

computer model.

●

Order parts and find

additional troubleshooting

help.

HP Support website:

http://www.hp.com/go/contactHP

●

Upgrade or replace

components of your computer.

Upgrading and Servicing Guide

HP Support website:

http://www.hp.com/go/contactHP

1

Type of information Where to find

●

Find computer warranty

information.

●

Get technical support.

Limited Warranty and Support Guide or the Warranty and Support

Information included with your computer.

Or

Click Start, click All Programs, and then click HP User Manuals.

●

Get up-to-date information and

help from the Windows

community.

http://www.hp.com/support/consumer-forum

●

Connect to a TV. Watching and Recording TV

Click Start, click All Programs, and then click HP User Manuals.

If the guide is not available there, visit

http://www.hp.com/go/contactHP

●

Get special utilities for

computer owners.

PC Help & Tools folder

Click Start, click All Programs, and then click PC Help & Tools.

●

Maintain your computer. HP Support Assistant — Maintains your computer performance and resolve

problems faster by using automated updates, on-board diagnostics, and

guided assistance.

Click Start, click All Programs, click HP, and then click HP Support

Assistant.

Troubleshooting and Maintenance Guide

Click Start, click HP Help and Support, and then click HP User

Manuals.

Maintaining Your Computer (this Guide)

●

Find safety and regulatory

notices.

Safety & Regulatory Information

Click Start, click HP Help and Support, and then click HP User

Manuals or visit

http://www.hp.com/go/contactHP.

●

Find ergonomic information. Safety & Comfort Guide

Click Start, click HP Help and Support, and then click HP User

Manuals or visit

http://www.hp.com/ergo.

2 Chapter 1 Getting information

2 Setting up your computer

WARNING! To reduce the risk of electrical shock or damage to your

equipment:

• Place the computer in a location away from water, dust, moisture, and soot.

These can increase the inside temperature, or can cause fire or electrocution.

• Do not disable the power cord grounding plug. The grounding plug is an

important safety feature.

• Plug the power cord in a grounded (earthed) outlet that is easily accessible at all

times.

• Disconnect power from the equipment by unplugging the power cord from the

electrical outlet. To prevent direct exposure to laser beam, do not try to open the

enclosure of the CD or DVD drives.

• The power supply is preset for the country/region in which you purchased your

computer. If you move, check the voltage requirements for your new location

before plugging the computer into an AC power outlet.

The computer may be heavy; be sure to use ergonomically correct lifting

procedures when moving the computer.

To reduce the risk of serious injury read the Safety & Comfort Guide. The guide is

located on the web at

http://www.hp.com/ergo.

1. Place the computer so that all ventilation openings are unobstructed and

cabling is not in a walkway or where it can be stepped on or damaged by

placing furniture on it.

2. Connect all power cords from the monitor, computer, and accessories to a

power surge protection device that is specifically labeled as having surge

protection, an uninterruptible power supply (UPS), or a similar device. If the

computer has a television tuner, or a modem or telephone connection, protect

the computer by using surge protection with these signal inputs as well.

Connect the television cable or the telephone line cord to the surge protection

device, and then connect the device to the computer.

3. Download and install operating system updates.

a. Find out what operating system and version your computer is currently

running.

(Click Start > Control Panel and double-click System. The operating

system and version are shown under Windows edition.)

b. Open your internet browser and go to

http://www.hp.com/go/

contactHP.

c. Select your country and language, if necessary, and click Support &

Drivers.

3

d. Select Download drivers and software (and firmware), type

your computer model name and number in the product field, and press

Enter.

e. If necessary, select your computer model from Product search

results.

f. Select your computer operating system.

g. Click Download next to each update you wish to download.

h. Follow the on-screen instructions to install each downloaded update.

4. Look in the computer box for additional printed details or updates.

5. Read the Safety and Regulatory Information document in the HP User Manuals

folder.

6. Read the Safety & Comfort Guide for proper workstation setup, posture,

health and work habits, and electrical and mechanical safety information.

Click Start, click All Programs, and then click HP User Manuals or visit

http://www.hp.com/ergo.

After you complete the initial computer setup, you might want to install additional

software programs or hardware devices. Check the operating system, memory,

and other requirements listed before purchasing new software or hardware for

your computer. Follow the software manufacturer's directions to install the new

software.

NOTE: Use only licensed original software. Installing copied software could

result in an unstable installation, infect the computer with a virus, or be illegal.

Security solutions can deter theft, mishandling, and software attacks, but cannot

prevent them.

Connecting to the Internet

Steps to connect to the Internet:

1. Connect the hardware as shown on the setup view.

2. Get Internet service.

●

Sign up with an Internet Service Provider (ISP). If you already have an

account with an ISP, skip this step and follow the instructions provided

by the ISP.

●

If you did not set up the computer for Internet service during the initial

setup, do so now by using Online Services:

a. Click Start, click All Programs, click Online Services, and

then click Get Online.

b. Follow the on-screen instructions to select an ISP and set up Internet

service.

4 Chapter 2 Setting up your computer

NOTE: Online Services provides a list of ISPs; however, you

might choose another ISP or transfer an existing account to this

computer. To transfer existing accounts, follow the instructions

provided by the ISP.

3. Using your Internet connection through your ISP, open a web browser and

browse the Internet.

NOTE: If you have issues connecting to the Internet, see Internet access

on page 14.

Connecting to the Internet

5

3 Setting up additional features

Using Beats Audio™ (select models only)

Your HP TouchSmart PC features audio connectors (headphone and Audio Out )

that are optimized for Beats Audio™ headphones and external audio systems

(purchased separately). Select HP TouchSmart PC models also include four Beats-

optimized internal speakers and a Beats toggle button

on the keyboard.

Your computer comes ready for you to experience music with Beats enabled. To

disable Beats, press the Beats toggle button; the Beats-off icon appears on the

screen. To turn Beats on, press the Beats toggle button again. If your keyboard

does not contain the Beats toggle button, press Fn+B to enable and disable Beats.

Tap the Beats icon on the system tray to view the Beats user interface.

All you need to do is plug the Beats Audio headphones into the side headphone

connector to experience crisp and clear sound separation. To experience the full

capability of BEATS audio using the internal speakers, HP recommends connecting

a matching HP subwoofer to the Sub connector on the back panel. If you are using

an external audio system, plug it into the Audio Out connector on the back panel.

Using the HDMI port controls (select models only)

The right side of your computer may contain an HDMI port and volume control

buttons. Unless a device is plugged into the HDMI port, the volume controls have

no functionality. The HDMI controls are only intended to control the settings of the

device plugged into that port, and do not control any other media devices on the

system.

To use the HDMI port controls, plug a device into the HDMI port. Press the menu

button (the top button displayed). A new on-screen menu displays. Using the +/-

buttons, select brightness, volume, contrast, or color balance.

When a device is plugged into the HDMI port, the volume on the computer is

muted. Pressing the +/- buttons on the side panel does not change the volume of

the computer.

6 Chapter 3 Setting up additional features

4 Maintaining your computer

Cleaning procedures

Keeping your computer system free of dust, dirt, and heat will prolong its life.

●

Dust, pet hair, and other particles can build up, creating a blanket effect; as a result, components can

overheat or, in the case of the keyboard and mouse, not work smoothly and effectively.

●

Check your system once a month for visible signs of dust and debris, and clean it about once every three

months.

●

Visit

www.hp.com/go/contactHP for additional cleaning instructions.

Cleaning the computer

vents

Air vents keep the computer cool. Keep these vents clean by using a small, battery-

powered vacuum cleaner. (A battery-powered vacuum cleaner eliminates the risk of

electric shock.)

1. Vacuum the vents on the computer case.

2. Remove any debris that has accumulated in and around the computer

connectors (for example, the Ethernet and USB connectors).

Cleaning procedures

7

Cleaning the keyboard and

mouse

When cleaning the keyboard keys, use a low setting on a battery-powered vacuum

cleaner, to avoid removing key caps and springs.

1. Vacuum between the keys of the keyboard and along the grooves.

2. Use a clean, dry cloth and isopropyl (rubbing) alcohol to clean buildup on the

keyboard keys and along its edges.

3. Wipe the body of the mouse and the mouse cord by using cleaning wipes.

If you have a roller-ball mouse, clean the ball and rollers inside:

1. Turn the mouse upside down, and rotate the ball-cover ring counterclockwise

to remove the ring and release the roller ball.

2. Rinse the roller ball with soap and warm water.

3. Clean the rollers inside the mouse with a cotton swab dampened with

isopropyl (rubbing) alcohol.

4. After the roller ball and rollers are completely dry, replace the ball and ball-

cover ring.

Cleaning the touch screen

(AiO models only)

Follow these steps to clean the touch screen:

1. Turn off the computer. Tap the Start button, and then tap Shut Down.

2. Disconnect the power cord from the wall.

3. Spray a small amount of mild glass cleaner on a soft cloth to clean the touch

screen.

4. Wipe the surface and left and right side of the touch screen to remove any

dirt, fingerprints, or other debris that could hinder the touch recognition of the

screen.

CAUTION:

Do not spray or place the cleaner directly on the screen; spray the

cleaner into the cloth, and then wipe the sides and surface of the touch screen.

Do not use an abrasive cleaner or cloth when cleaning the sides or the surface of

the screen, because this could cause damage to the touch screen.

8 Chapter 4 Maintaining your computer

5 Troubleshooting

Refer to the documentation provided by the product manufacturer for information

about peripheral-specific problems, such as issues with a monitor or a printer. The

following tables present some issues you might encounter while installing, starting

up, or using your computer and possible solutions.

For more information or for additional troubleshooting options, see

Getting

information on page 1.

Computer does not start

Symptom Possible solution

Error message:

Hard disk drive

error.

Restart the computer.

1. Press the Ctrl+Alt+Delete keys on the keyboard simultaneously.

2. Click the Arrow button next to the red Shut Down button, and then click Restart.

Or, press and hold the Power button on the computer for 5 or more seconds to turn off

the computer, and then press the Power button to restart the computer.

3. If Windows opens, immediately back up all important data to a backup hard disk drive.

4. Contact Support, whether it was possible or not to start up Windows.

Either the hard disk drive or the system board may need to be replaced.

Computer will

not turn on or

start.

Ensure that the cables connecting the computer to the external power source are plugged in

properly. When the cables connecting the computer to the external power source are plugged

in properly, and the wall outlet is functioning, the green power supply light on the back of the

computer should be on; if it is not, contact Support.

Test the wall outlet by connecting a different electrical device to it.

Computer does not start

9

Symptom Possible solution

Computer seems

to be locked up

and is not

responding.

Use the Windows Task Manager to close any programs not responding, or restart the

computer:

1. Press the Ctrl+Alt+Delete keys on the keyboard simultaneously.

2. Click Start Task Manager.

3. Select the program that is not responding, and then click End Task.

If closing programs does not work, restart the computer:

1. Press the Ctrl+Alt+Delete keys on the keyboard simultaneously.

2. Click the Arrow button next to the red Shut Down button, and then click Restart.

Or, press and hold the Power button on the computer for 5 or more seconds to turn off

the computer, and then press the Power button to restart the computer.

Error message:

Invalid system

disk or Non-

System disk or

Disk error.

When drive activity stops, remove the disc and press the spacebar on the keyboard. The

computer should start up.

10 Chapter 5 Troubleshooting

Power

Symptom Possible solution

Computer does

not turn off when

the Power button

is pressed.

Press and hold the Power button until the computer turns off. Check Power Settings.

Computer shuts

down

automatically.

●

The computer might be in an exceedingly hot environment. Let it cool down.

●

Ensure that computer air vents are not blocked and that the internal fan is running — see :

Cleaning procedures on page 7. (Your computer might not have an internal fan.)

Display (monitor)

Symptom Possible solution

Screen is blank. Press the space bar on the keyboard or move the mouse to make the screen display visible

again.

Press the Sleep button (select models only), or Esc on the keyboard, to resume from Sleep

mode.

Press the Power button to turn on the computer.

Power

11

Keyboard and mouse (general)

Symptom Possible solution

Keyboard

commands and

typing are not

recognized by the

computer.

Use the mouse to turn off the computer, unplug and reconnect the keyboard to the back of

your computer, and then restart your computer.

Mouse (with cable)

does not work or is

not detected.

Unplug and reconnect the mouse cable to your computer.

If the mouse is still not detected, turn off the computer, unplug and reconnect the mouse

cable, and then restart the computer.

Cursor does not

move using the

arrow keys on the

number keypad.

Press Num Lock on the keyboard to turn off Num Lock, so that the arrow keys on the

number keypad can be used.

Cursor does not

respond to mouse

movement.

Use the keyboard to save changes in all open programs, and then restart your computer:

1. Press the Alt+Tab keys simultaneously to navigate to an open program.

2. Press Ctrl+S simultaneously to save your changes in the selected program (Ctrl+S is

the keyboard shortcut for Save on most—not all—programs).

3. Repeat step 1 and step 2 to save changes in all open programs.

4. After saving changes in all open programs, press the Ctrl+Esc keys on the keyboard

simultaneously to display the Windows Start menu.

5. Use the arrow keys to select the Arrow button that is next to Shut Down. Select Shut

Down, and then press Enter.

6. After the shutdown is complete, unplug and reconnect the mouse connector to the

back of your computer, and then restart your computer.

12 Chapter 5 Troubleshooting

Keyboard and mouse (wireless)

Symptom Possible solution

Wireless keyboard

or mouse does not

work or is not

detected.

●

Ensure that you are using the wireless keyboard or wireless mouse within range of the

receiver, approximately 3 met

ers (10 feet) for normal use, and within 30 cm (12

inche

s) during initial setup or for re-synchronization.

●

Ensure that the mouse is not in Suspend mode, which occurs after 20 minutes of

inactivity. Click the left mouse button to reactivate it.

●

Replace the batteries in the keyboard and mouse.

●

Re-synchronize the keyboard and mouse to the receiver using the following steps.

The receiver, wireless keyboard, and wireless mouse shown in the following illustrations

are examples; your models might vary. IMPORTANT: During these steps, place the

wireless keyboard and wireless mouse on the same level as the receiver, within 30 cm (12

inches) of the receiver, and away from interference from other devices.

1. Unplug the receiver from a USB connector on the computer, and then reconnect it.

Your computer model might have a connector dedicated to the receiver. If you have a

choice, use a USB connector on the front of the computer.

2. Check that the mouse is on (A), and push and hold the Connect button (B) on the

underside of the mouse for 5 to 10 seconds until the LED on the receiver lights or

stops flashing. The receiver connection session times out after 60 seconds. To ensure

that the connection was established, and that the receiver did not time out instead,

move the mouse and check for response on the screen.

Off

On

Connect

A

B

3. After the mouse connection is established, continue by using the steps that follow to

repeat the procedure for the keyboard.

4. Push and hold the Connect button (C) on the underside of the keyboard for 5 to 10

seconds until the LED on the receiver lights or stops flashing.

C

Keyboard and mouse (wireless)

13

Speakers and sound

Symptom Possible solution

No sound is

produced.

For Windows 7:

1. Click Start, click Control Panel, click Action Center, and then click

Troubleshooting.

2. Under Hardware and Sound, click Troubleshoot and audio playback.

If you are using built-in monitor speakers, use the monitor front-panel Volume button to

adjust volume. Use the front-panel buttons to enter the on-screen display (OSD) and ensure

that audio is enabled and that the volume is set appropriately.

Ensure that you connected powered (active) speakers and that they are turned on.

Turn off your computer, and then unplug and reconnect the speakers. Ensure that the

speakers are connected to an audio connector, not a Line In or headphone connector.

To resume from Sleep mode, press the Sleep button (select models only), or press Esc.

Unplug headphones if they are connected to your computer (or speaker system).

Volume is very low

or unsatisfactory.

Ensure that you connected the speakers to the Audio Out (lime green) connector on the

back of the computer. (Additional audio connectors are used for multiple-channel

speakers.) Detached non-powered speakers (speakers without a separate power source,

such as batteries or a power cord) do not produce satisfactory sound. Replace the non-

powered speakers with powered speakers.

Internet access

Symptom Possible solution

Internet programs do

not start

automatically.

Log in to your ISP, and start the desired program.

14 Chapter 5 Troubleshooting

Symptom Possible solution

I cannot connect to

the Internet.

For Windows 7:

1. Click Start, click Control Panel, click Action Center, and then click

Troubleshooting.

2. Under Network and Internet, click Connect to the Internet.

Verify that you are using the proper cables for your Internet connection type. Your

computer might have a dial-up modem and an Ethernet network adapter (also called a

network interface card, or NIC). A modem uses a standard telephone cable, whereas the

network adapter uses a network cable, to connect to a local area network (LAN). Do not

connect a telephone cable to the network adapter, and do not plug a network cable into a

telephone service line; doing so might damage the network adapter.

Run the wireless setup wizard:

1. Click Start, click Control Panel, click Network and Internet, and then click

Network and Sharing Center.

2. In the Network and Sharing Center window, click Set up a connection or

network to open the wizard, and then follow the on-screen instructions.

If your system has an external antenna, try to move the antenna to a better position. If the

antenna is internal, try to move the computer.

Try to connect again later, or contact your Internet service provider (ISP) for assistance.

Software troubleshooting

To repair

software

problems, try

these methods:

●

Turn the computer off completely and then turn it on again. This is the easiest (and

sometimes the best) way.

●

Update the drivers (see Updating device drivers, following).

●

Use Microsoft System Restore Software program and hardware driver reinstallation (see

Microsoft System Restore, later in this table). — Restores your computer to a configuration

that was in use before the software was installed.

●

Reinstall the software program or hardware driver (see Software program and hardware

driver reinstallation, later in this table). — Restores the software (if it came with the

product) or hardware driver to factory defaults.

●

System Recovery (see Troubleshooting and Maintenance Guide on your computer. At the

bottom of your screen, click on Start, then click HP Help and Support and HP User

Manuals. ) — Erase and reformat the hard disk drive, and then reinstall the operating

system, programs, and drivers. This erases all data files you have created.

Software troubleshooting

15

Updating device

drivers

Complete the following procedure to update a driver, or to revert to an earlier version of the

driver if the new one does not solve your problem:

1. Click Start.

2. Type Device Manager into the Start Search box, and then click Device Manager

to open the Device Manager window.

3. Click the plus sign (+) to expand the type of device you want to update or rollback. (For

example, DVD/CD-ROM drives).

4. Double-click the specific item (for example, HP DVD Writer 640b).

5. Click the Driver tab.

6. To update a driver, click Update Driver, and then follow the on-screen instructions.

Or, to revert to an earlier version of a driver, click Rollback Driver, and then follow the

on-screen instructions.

Microsoft System

Restore

If you have a problem that might be due to software that was 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 before you use the System Recovery

program.

To start a System Restore:

1. Close all open programs.

2. Click Start, right-click Computer, and then click Properties.

3. Click System protection, System Restore, click Next, and then follow the on-

screen instructions.

To add restore points manually:

1. Close all open programs.

2. Click Start, right-click Computer, click Properties, and then click System

protection.

3. Under Protection Settings, select the disk for which you want to create a restore point.

4. Click Create, and then follow the on-screen instructions.

16 Chapter 5 Troubleshooting

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HP Omni 27-1025la Desktop PC Troubleshooting guide

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