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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05322813

Version: 3

Advisory: EliteDesk, ProDesk, EliteOne, ProOne 800/600 G2, MP9 G2 & RP9 RPOS, Elite Slice - Critical Update! ME Firmware Update Required to Avoid System Board Replacement

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 31-Oct-2016

Last updated : 29-Mar-2017

DESCRIPTION
The computer may fail to start and exhibit the following symptoms:
  • No POST
  • No video
  • No fans run
  • Only one LED is lit on the system board
This can occur even with the latest BIOS if the ME firmware is not up to date.

sourceInformation

SCOPE
Information in this document applies to the following:
Computers:
  • HP Elite Slice
  • HP Elite Slice for Meeting Rooms
  • HP EliteDesk 800 35W G2 Desktop Mini PC
  • HP EliteDesk 800 65W G2 Desktop Mini PC
  • HP EliteDesk 800 G2 Small Form Factor PC
  • HP EliteDesk 800 G2 Tower PC
  • HP MP9 G2 Retail System
  • HP ProDesk 400 G2 Desktop Mini PC
  • HP ProDesk 400 G2 Microtower PC
  • HP ProDesk 400 G2 Small Form Factor PC
  • HP ProDesk 400 G2.5 Small Form Factor PC
  • HP ProDesk 400 G3 Microtower PC
  • HP ProDesk 400 G3 Small Form Factor PC
  • HP ProDesk 480 G3 Microtower PC
  • HP ProDesk 490 G3 Microtower PC
  • HP ProDesk 600 G2 Desktop Mini PC
  • HP ProDesk 600 G2 Microtower PC
  • HP ProDesk 600 G2 Small Form Factor PC
  • HP ProOne 400 G2 20-inch Non-Touch All-in-One PC
  • HP ProOne 400 G2 20-inch Touch All-in-One PC
  • HP ProOne 400 G3 20-inch Non-Touch All-in-One PC
  • HP ProOne 400 G3 20-inch Touch All-in-One PC
  • HP ProOne 600 G2 21.5-inch Non-Touch All-in-One PC
  • HP RP9 G1 Retail System Model 9015
  • HP RP9 G1 Retail System Model 9018
RESOLUTION
To prevent the issue, update the ME firmware:
Platforms
SoftPaq Description
Release Notes
Download SoftPaq
ProDesk 480 G3/400 G3 MT/SFF
ProDesk 490 G3 MT
ProDesk 400 G2 DM
ProOne 400 G2 AiO T/NT
HP Business Desktop ME 11.x Firmware
Version: 11.0.18.1002
Revision: A
HP Elite Slice
HP EliteDesk 800 G2 DM
HP EliteDesk 800 G2 SFF
HP EliteDesk 800 G2 Twr
HP EliteOne 800 G2 AiO
HP ProDesk 600 G2 DM
HP ProDesk 600 G2 SFF
HP ProDesk 600 G2 uTwr
HP ProOne 600 G2 AiO
HP MP9 G2 Retail System
HP RP9 G1 Retail Systems
HP Business Desktop ME 11.x Firmware
Version: 11.0.18.1002
Revision: A
NOTE: A more recent version of this software may be available. Check for newer versions at http://www.hp.com/drivers.
If the issue has already occurred, the system board must be replaced.
If the issue has already occurred, contact HP for further assistance. Please reference this document number when contacting HP.

Hardware platforms affected : HP Elite Slice, HP Elite Slice for Meeting Rooms, HP EliteDesk 800 35W G2 Desktop Mini PC, HP EliteDesk 800 65W G2 Desktop Mini PC, HP EliteDesk 800 G2 Small Form Factor PC, HP EliteDesk 800 G2 Tower PC, HP EliteOne 800 G2 23-inch Non-Touch All-in-One PC, HP EliteOne 800 G2 23-inch Touch All-in-One PC, HP MP9 G2 Retail System, HP ProDesk 400 G2 Desktop Mini PC, HP ProDesk 400 G2 Microtower PC, HP ProDesk 400 G2 Small Form Factor PC, HP ProDesk 400 G2.5 Small Form Factor PC, HP ProDesk 400 G3 Desktop Mini PC, HP ProDesk 400 G3 Microtower PC, HP ProDesk 400 G3 Small Form Factor PC, HP ProDesk 480 G3 Microtower PC, HP ProDesk 490 G3 Microtower PC, HP ProDesk 600 G2 Desktop Mini PC, HP ProDesk 600 G2 Microtower PC, HP ProDesk 600 G2 Small Form Factor PC, HP ProOne 400 G2 20-inch Non-Touch All-in-One PC, HP ProOne 400 G2 20-inch Touch All-in-One PC (ENERGY STAR), HP ProOne 400 G3 20-inch Non-Touch All-in-One PC, HP ProOne 400 G3 20-inch Touch All-in-One PC, HP ProOne 600 G2 21.5-inch Non-Touch All-in-One PC, HP RP9 G1 Retail System Model 9015, HP RP9 G1 Retail System Model 9018

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05322813

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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