HP Desktop NPI training document

HP ProDesk 400 G4
Desktop Mini
Support and Service
Considerations
May 2018

About this training document:

This document provides training on the unique specifications of the HP ProDesk

400 G4 Desktop Mini (DM) product with a focus on the differences from the
predecessor product. This training is part of a blended solution, which requires
that you complete the HP ProDesk 400 G3 PC Service and Support training
content prior to taking this training. Consult the Resources section of this
document for a complete list of prerequisites.

Audience:
This NPI training document is intended for use by people in the following roles:
• Call Center agents
• Support agents
• Service engineers
• Field service engineers

Prerequisites:

This training should be taken in conjunction with additional courses. Consult the
Resources section of this document for a complete list of prerequisites.
HP ProDesk 400 G4 Desktop Mini Support Considerations

Objectives

After completing this training, you should be able to:

• Indicate the differences between the HP ProDesk 400 G4 DM and its
predecessor product
• Compare the features of the HP ProDesk 400 G4 DM with the EliteDesk 800
G4 DM and the HP ProDesk 600 G4 product
• Identify the features provided by the Intel 8th Generation Architecture
• Identify the updated software applications and specify their new features
Table of Contents

Table of Contents ................................................................................................... 3

1 Introduction ........................................................................................................ 5
1.1 Product overview ............................................................................................................................ 5
1.1.1 Key new features ................................................................................................................. 5
1.2 External components ..................................................................................................................... 5
1.2.1 front and rear view .............................................................................................................. 6
1.3 Model Comparisons ........................................................................................................................ 8
1.4 Model Comparison ........................................................................................................................10

2 New technologies ............................................................................................... 12

2.1 Hardware ........................................................................................................................................12
2.1.1 Intel 8th Generation Architecture .....................................................................................12
2.1.2 Intel Optane ........................................................................................................................13
2.2 Firmware ........................................................................................................................................14
2.2.1 Intel Optane enabled in Bios ............................................................................................14
2.3 Software .........................................................................................................................................16
2.3.1 WorkWise Gen2.4.1 ...........................................................................................................16
2.3.2 PhoneWise Gen2................................................................................................................17
2.4 Operating System .........................................................................................................................17

3 Warranty and support ......................................................................................... 18

3.1 Warranty .........................................................................................................................................18
3.2 Service strategy.............................................................................................................................18
3.3 Availability ......................................................................................................................................18
3.4 Support model...............................................................................................................................18
3.4.1 Enabled Systems service consideration.........................................................................18
3.4.2 HP PC Hardware Diagnostics UEFI ..................................................................................19

4 Resources .......................................................................................................... 20

© Copyright 2018 Hewlett-Packard Development Company, L.P. 3

4.1 Prerequisites ..................................................................................................................................20

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

1 Introduction
1.1 Product overview
The HP ProDesk 400 G4 DM product is a reliable commercial-class PC that offers performance, security,
and manageability in in a small and versatile form factor. This product is the follow-on to the HP
ProDesk 400 G3 DM PC.

1.1.1 Key new features

The HP ProDesk 400 G4 DM PC supports many of the same features as the G3, with several key
changes.

Updated features include the following:

• Support for Intel 8th Generation architecture including Canon Lake chipset and B360 PCH
chipset
• Updated Intel integrated graphics support DX12
• Support for optional Intel Optane
• Faster DDR4 memory with 2666 MT/s
• Updated software includes: HP WorkWise Gen 2.4.1, PhoneWise Gen2
• Support for USB type C 3.1 Gen 2 (via the configurable port)

1.2 External components

The HP ProDesk 400 G4 DM uses the same industrial design (ID) as the G3 products. The port layout and
external views are similar for both product generations. The following graphics identify the external
components.

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

1.2.1 front and rear view

Front view

Item Component

1 USB Type A 3.1 Gen 1

2 USB Type A 3.1 Gen 1 Charging

3 Headphone Jack

4 Audio-out (headset)/Audio-in (microphone) combo jack

5 Drive light

6 Dual-state power button

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

Rear view

Item Component

1 DisplayPort 1.2

2 DisplayPort 1.2

3 USB Type A 3.1 Gen1 (2)

Configurable port with choice of: VGA, Serial Port, HDMI 2.0a plus HDR and HDCP 2.2,
4
DisplayPort 1.2, USB Type C 3.1 Gen2 with Alt Mode, or blank faceplate

5 Thumb screw

6 USB Type A 3.1 Gen1 (2)

7 Security lock slot

8 RJ-45 LAN port

9 Power Connector

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

INFORMATION: This unit only supports 2 video ports. When HDMI is added, only 1 DisplayPort will be
functional. The factory adds mylar to cover 1 of the DisplayPort’s when a unit is ordered with the
optional HDMI.

1.3 Model Comparisons

This table compares the HP ProDesk 400 G3 DM with the HP ProDesk 400 G4 DM product:

Feature ProDesk 400 G3 DM ProDesk 400 G4 DM

Chassis ENT 17 ID Same as G3

Processor and chipset Intel 7th (Kaby Lake) /H270 Intel 8th Gen (Coffee Lake) /B360
Support for Intel 6th Gen PCH
(Skylake) processors up to
i7/H270
Memory DDR4 2400 MT/s DDR4 2400/2666 MT/s
2 SODIMM slots /up to 32 GB 2 SODIMM slots/up to 32 GB

Graphics Intel Integrated HD Graphics Integrated Intel HD Graphics

OS Support Preinstalled options: Preinstalled options:

• Windows 10 • Windows 10
• Windows 7 downgrade • FreeDOS 2.0
(intel 6th Gen Intel only) • NeoKylin Linux (China only)
• FreeDOS 2.0
• NeoKylin Linux (China
only)

I/O Front: Front:

• 2 USB Type A 3.1 Gen 1 • 2 USB Type A 3.1 Gen 1

• 1 Headphone connector • 1 Headphone connector
• 1 Universal Audio Jack • 1 Universal Audio Jack with
with CTIA headset CTIA headset and Mic In
Rear: Rear:

• 2 USB Type A 3.1 Gen 1 • 2 USB Type A 3.1 Gen 1

• 2 USB Type A 2.0 • 2 USB Type A 2.0
• 1 DisplayPort • 2 DisplayPort
• 1 Serial Port • 1 1 RJ-45

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

• 1 1 RJ-45 • Configurable port with

• Configurable port with choice of: DisplayPort, HDMI,
choice of: DisplayPort, VGA, Serial, USB Type C 3.1
HDMI, VGA, or Serial Gen2 with Alt Mode, or blank
faceplate

Internal storage bays • 1 2.5 “internal HDD • 1 2.5” internal HDD

• 1 M.2 2230 for optional • 1 M.2 2230 for optional
WLAN/Bluetooth WLAN/Bluetooth
• 1 M.2 2230/2230 for • 1 M.2 2230/2230 for
optional SSD optional SSD

Intel Optane Intel Optane Ready Intel Optane Enabled (optional)

BIOS HP BIOSphere HP BIOSphere

Security • TPM 2.0 • TPM 2.0

• HP WorkWise • HP WorkWise (Gen 2.4.1)

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 HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

1.4 Model Comparison

This table compares the HP ProDesk 400 G4 DM product with the HP EliteDesk 800 G4 DM and the HP
ProDesk 600 G4 DM product:

Feature EliteDesk 800 G4 DM ProDesk 600 G4 DM ProDesk 400 G4 DM

Chassis SGCC - Leverage ENT 17 ID SGCC - Leverage ENT 17 ID SGCC - Leverage ENT 17 ID

Processor Intel 8th Gen (Coffee Lake) / Intel 8th Gen (Coffee Lake) / Intel 8th Gen (Coffee Lake)
and chipset Q370 with optional vPro Q370 with optional vPro /B360 PCH

Memory DDR4 2666 MT/s DDR4 2400/2666 MT/s DDR4 2400/2666 MT/s
2 SODIMM slots /up to 32 2 SODIMM slots/up to 32 GB 2 SODIMM slots/up to 32 GB
GB

Graphics Integrated Intel HD 8th Gen Integrated Intel HD 8th Gen Integrated Intel HD
Graphics, Optional graphics Graphics
discrete graphics
supported

OS Support Preinstalled options: Preinstalled options: Preinstalled options:

• Windows 10 • Windows 10 • Windows 10

• FreeDOS 2.0 • FreeDOS 2.0 • FreeDOS 2.0
• NeoKylin Linux (China • NeoKylin Linux (China • NeoKylin Linux (China
only) only) only)

I/O Front: Front: Front:

• 2 USB Type A 3.1 Gen 2 • 2 USB Type A 3.1 Gen 2 • 2 USB Type A 3.1 Gen 1
• 1 USB Type C 3.1 Gen 2 • 1 USB Type C 3.1 Gen 2 • 1 Audio - 1 Headphone,
+ 15W PD + BC1.2 • 1 Audio - 1 Headphone, 1 UAJ (supports Mic In,
• 1 Audio - 1 Headphone, 1 UAJ (supports Mic In, Headphone, and CTIA
1 UAJ (supports Mic In, Headphone, and CTIA headset)
Headphone, and CTIA headset)
headset)
Rear:
Rear: Rear:
• 2 DisplayPort 1.2
• 2 DisplayPort 1.2 • 2 DisplayPort 1.2 • 1 RJ-45
• 1 RJ-45 • 1 RJ45 network • 4 USB Type A 3.1 Gen 1,
• 4 USB Type A 3.1 Gen 1, interface 1 pair w/ wake from
2 allow wake from • 4 USB Type A 3.1 Gen 1, S4/S5 and 1 USB Type A
S4/S5 2 allow wake from port with 1.5A for sleeve
S4/S5 power

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 HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

• Configurable port with • Configurable port with • Configurable port with

choice of: DisplayPort choice of: DisplayPort, choice of: VGA, Serial,
1.2, HDMI 2.0a with HDMI, VGA, Serial or HDMI 2.0a plus HDR and
HDR and HDCP 2.2, USB-CTM) (USB-CTM HDCP 2.2, DisplayPort
VGA, Serial, or USB option has alt mode, 1.2, USB Type C 3.1
Type C 3.1 Gen 2 with DisplayPort™ or 15W Gen2 with Alt Mode, or
Alt DP + 15W PD, TB 3.0 output) blank faceplate
option card or SC
connector faceplate for
Fiber NIC

Internal • 1 2.5” internal HDD) • 1 2.5” internal HDD • 1 2.5” internal HDD
storage bays • 2 M.2 Turbo Drive slots • RAID 0/1 support • 2 M.2 Turbo Drive slots
(No HDD with dual M.2 • 2 M.2 Turbo Drive slots (No HDD with dual M.2
Key M SSD); both 2280 (No HDD with dual M.2 SSD); both 2280 and
and 2230 card size Key M SSD); both 2280 2230 card size support
support and 2230 card size • NVMe SSD or Optane 3D
• NVMe SSD or Optane support Xpoint
3D Xpoint • NVMe SSD or Optane 3D • RAID 0/1 support
• RAID 0/1 support Xpoint
• RAID 0/1 support

Intel Optane Intel Optane Enabled Intel Optane Enabled Intel Optane Enabled
(optional) (optional) (optional)

BIOS HP SureStart 4.0 HP SureStart 4.0 HP BIOSphere

Security TPM 2.0 TPM 2.0 TPM 2.0

Software • Intel Unite 4.0 • HP PhoneWise Gen2 • HP PhoneWise Gen2

updates • HP PhoneWise Gen2 • HP WorkWise Gen2.5 • HP WorkWise Gen2.5
• HP WorkWise Gen2.5

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

2 New technologies
2.1 Hardware
There are several new and updated hardware features on the G4 product:

• Intel 8th Generation Architecture

• Intel Optane storage and memory technology

The next few sections discuss these in more detail.

2.1.1 Intel 8th Generation Architecture

These products support the Intel 8th Generation architecture including B360 PCH chipset and Coffee
Lake S processors.

2.1.1.1 Coffee Lake

Intel Coffee Lake is the 8th generation architecture following Kaby Lake. Based on Intel’s 3rd generation
14 nm ++ process, Coffee Lake Desktop processors offer up to 6 cores with hyper-threading on the i5
and i7 processors. This provides a significant performance increase over Kaby Lake. Intel Coffee Lake
supports:

• DisplayPort 1.2
• HDMI 2.0
• HDCP 2.2
• DDR4-2666 MHz memory in dual channel mode
The following Intel Coffee Lake 35W processors are supported on these
products:

• Intel Celeron G4900T 2C 2.9GHz 35W 2MB

• Intel Core i3-8100T 4C 3.1GHz 35W 6MB
• Intel Core i3-8300T 4C 3.2GHz 35W 8MG
• Intel Core i5-8500T 6C 2.1GHz 35W 9MB
• Intel Core i5-8600T 6C 2.3GHz 35W 9MB
• Intel Core i7-8700T 6C 2.4GHz 35W 12MB
• Intel Pentium 2C G5400T 3.1Ghz 35W 4MB

INFORMATION: Learn more about Intel Coffee Lake desktop processors on the Intel website.

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

2.1.1.2 B360 PCH Chipset

The Intel B360 chipset provides support for several Intel technologies, including Intel Optane memory,
Intel HD Audio Technology, Intel Rapid Start Technology, and Intel PTT. This chipset does not support
optional vPro processors.

2.1.2 Intel Optane

Intel Optane is a storage cache system that uses the revolutionary 3D THINK ABOUT
XPoint Technology memory architecture, which was developed jointly What is the difference
by Intel and Micron. between Intel Optane
ready and Intel Optane
Intel Optane is implemented on these products using the M.2 2280 enabled systems?
socket. Customers can optionally order the Optane module with either _____________________
16GB or 32GB of 3D XPoint memory. _____________________
____________________

DO
Watch this video on Intel
Optane for more
background information
on how it all works.

(Scroll down on the page

to view the video)

INFORMATION: Learn more about Intel Optane in the Intel Optane Memory Technology Support and
Service Considerations training, Course ID 01073205 (internal course link, external course link).

Answer to the Write about question:

hardware and drivers from the factory.

Intel Optane ready systems are shipped with all

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

2.2 Firmware

2.2.1 Intel Optane enabled in Bios

The HP ProDesk 400 G4 DM is shipped Intel Optane enabled as an option. Customers will see the
Advanced > System Options>Configure Storage Controller for Intel Optane menu option enabled by
default as shown in the following graphic.
Intel Optane enabled in BIOS

CAUTION! Customers should not disable Intel Optane manually unless it has been disabled in the
Intel RST application first, as this could result in data loss. If the customer attempts to disable this
feature, a warning is displayed as shown below:

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

Optane disable warning

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

2.3 Software
This product includes the standard commercial 2018 software image. However, several applications
have been updated. This section describes the updated features.

2.3.1 WorkWise Gen2.4.1

HP WorkWise allows the user to monitor the status of their computer on a smartphone in real time,
anytime the smartphone is within Bluetooth range of the PC. The HP WorkWise PC Dashboard shows
critical data points such as PC temperature, battery charge levels, and memory usage.

HP WorkWise Gen2.4.1 adds support for the iPhone. However, due to security implementations on the
Android and IOS operating systems, the Auto lock /unlock feature is no longer supported.

INFORMATION: For more information on HP WorkWise, visit the website.

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

2.3.2 PhoneWise Gen2

HP PhoneWise directly connects a smartphone to a PC enabling key features such as:

• Takes calls through the PC’s speakers or connected headset

• Responds to text messages using the keyboard
• Receives application’s notifications
• Views phone’s contacts

This new version, Gen2, now includes Auto-Unlock (IOS only). Auto-Unlock is a special feature for iOS
that allows HP PhoneWise to automatically unlock an iPhone and open the HP PhoneWise app
handsfree. This enables the sending of SMS messages.

To send SMS text messages on iOS, HP PhoneWise up must be up and running on the iPhone. Auto-
Unlock automates this process so it is not necessary to open the app each time to send a message,
removing any possibility of incidental keypresses.

To utilize full functionality, the HP PhoneWise app must be open on the iPhone. HP PhoneWise can
automatically do this if Auto-Unlock is setup, which automatically opens HP PhoneWise on the iPhone
handsfree.

To setup Auto-Unlock, go to Settings -> Auto-Unlock Settings and follow the instructions on screen. If
Keep Unlock is unselected, the phone will automatically lock after sending each text message.

INFORMATION: For more information on HP PhoneWise, take one of the following trainings: HP
PhoneWise Training Guide – Android, Course ID 01073987 (internal course link, external course link) or
HP PhoneWise Training Guide – iPhone, Course ID 01074003 (internal course link, external course link).

2.4 Operating System

The HP ProDesk 400 G4 supports preinstalled operating system options:

• Windows 10
• FreeDOS 2.0
• Neokylin Linux (China only)

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

3 Warranty and support

3.1 Warranty
The HP ProDesk 400 G4 DM carries the standard HP commercial desktop limited warranty of three
years (3-3-3): three years of on-site, next business day service for parts and labor and complimentary
limited technical support. Three-year onsite and labor are not available in all countries.

Service offers terms up to 5 years by choosing an optional HP Care Pack.

Terms and conditions vary by country. As with all commercial product warranties, be sure to check the
offerings that apply to your region.

3.2 Service strategy

There are no changes to the service strategy for the HP ProDesk 400 G4, and all the service procedures
apply.

3.3 Availability
The ProDesk 400 G4 is sold and supported worldwide.

3.4 Support model

The HP ProDesk 400 G4 PC follows the same support model and support responsibilities as the
predecessor product.

The support details, including diagnostics support, are in the HP Desktop - HP ProDesk 400 and 480 G4
and HP ProDesk 400 G3 DM Series. The training provides the LEDs and beep codes, supported
diagnostic tools, and other troubleshooting tips and information.

INFORMATION: Learn more about the HP ProDesk 400 G4 series products in the HP ProDesk Series
Service and Support.

3.4.1 Enabled Systems service consideration

There is an important service consideration for systems that are Intel Optane enabled: Intel Optane is
not enabled by default on replacement system boards.

It is very important after replacing a system board that the storage devices are not reinstalled before
going into F10 BIOS setup and enabling the Configure Storage Controller for Intel Optane option.

Failure to do so will cause corruption in the metadata files, and the customer will receive a boot device
error requiring a media system recovery to restore functionality.

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

3.4.2 HP PC Hardware Diagnostics UEFI

This product supports the HP PC Hardware Diagnostics UEFI.

HP PC Hardware Diagnostics (UEFI) is a set of tools that you can use to test and diagnose hardware
errors. The tool set is frequently referred to as UEFI diagnostics because the tools are built on the
Unified Extensible Firmware Interface (UEFI) specification, which provides an interface between the
operating system and platform firmware.

For more information on these diagnostics, take the training:

• HP PC Hardware Diagnostics UEFI (Course ID 00699664, The Learning Center ID 00714566)

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HP ProDesk 400 G4 Desktop Mini Support and Service Considerations

4 Resources
4.1 Prerequisites
NOTE: To access a prerequisite course, navigate to the HP University or Learning Center portals and enter the
relevant course ID.

Essential prerequisite training for this platform include:

• HP ProDesk 400 Series Service and Support, Course ID 01078276 (internal course link, external
course link

• HP PC Hardware Diagnostics UEFI (Course ID 00699664, The Learning Center ID 00714566)

Additional training:

• HP WorkWise Support, Course ID 01069924, (internal course link, external course link)
• Intel Optane Memory Technology Support and Service Considerations, Course ID 01073205,
(internal course link, external course link)
• HP PhoneWise Training Guide – Android, Course ID 01074003, (internal course link, external
course link)
• HP PhoneWise Training Guide – iPhone, Course ID 01073987, (internal course link, external
course link)

HP resources
• HP ProDesk 400 G4 Series Business Desktop PCs QuickSpecs
• HP ProDesk 400 G4 Hardware Reference Guide
• HP Support website (http://www.hp.com/support)

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