HP Compaq dc5100 Microtower PC, Compaq dc7100 Ultra-slim Desktop PC, Compaq dx6120 Slim Tower Desktop PC, Compaq dx6100 Microtower PC, Compaq dx6100 Slim Tower PC, Compaq dc5100 Small Form Factor PC, Compaq dc7100 Small Form Factor PC, Compaq dx6120 Microtower PC, Compaq dc7100 Convertible Minitower PC User guide

HP Compaq dc5100 Microtower PC, Compaq dc7100 Ultra-slim Desktop PC, Compaq dx6120 Slim Tower Desktop PC, Compaq dx6100 Microtower PC, Compaq dx6100 Slim Tower PC, Compaq dc5100 Small Form Factor PC, Compaq dc7100 Small Form Factor PC, Compaq dx6120 Microtower PC, Compaq dc7100 Convertible Minitower PC User guide

Troubleshooting Guide

Business Desktops

Document Part Number: 361204-001

May 2004

This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.

© Copyright 2004 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice.

Microsoft, MS-DOS, Windows, and Windows NT are trademarks of Microsoft

Corporation in the U.S. and other countries.

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

This document contains proprietary information that is protected by copyright.

No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard

Company.

Å WARNING: Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life.

Ä CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information.

Troubleshooting Guide

Business Desktops

First Edition (May 2004)

Document Part Number: 361204-001

Contents

1 Computer Diagnostic Features

Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1

Detecting Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Installing Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Using Categories in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

Running Diagnostic Tests in Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . 1–6

Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

2 Troubleshooting Without Diagnostics

Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–4

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Power Supply Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Solving MultiBay Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–38

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iii

Contents

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39

Solving Drive Key Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–44

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–45

A POST Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2

POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . A–14

B Password Security and Resetting CMOS

Resetting the Password Jumper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2

Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5

C Drive Protection System (DPS)

Accessing DPS Through Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . C–2

Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3

D Setting up Analog/Digital Audio Output

Index

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1

Computer Diagnostic Features

Diagnostics for Windows

The Diagnostics for Windows (DFW) utility allows you to view information about the hardware and software configuration of the computer while running Microsoft Windows XP. It also allows you to perform hardware and software tests on the subsystems of the computer.

When you invoke Diagnostics for Windows, the Overview screen is displayed, which shows the current configuration of the computer.

From the Overview screen, there is access to several categories of information about the computer and the Test tab. The information in every screen of the utility can be saved to a file or printed.

To test all subsystems, you must log in as the administrator. If you do not log in as the administrator, you will be unable to test some subsystems. The inability to test a subsystem will be indicated by an error message under the subsystem name in the Test window or by shaded check boxes that cannot be selected.

Use Diagnostics for Windows to determine if all the devices installed on the computer are recognized by the system and functioning properly. Running tests is optional but recommended after installing or connecting a new device.

Third party devices not supported by HP may not be detected by

Diagnostics for Windows. Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center.

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Computer Diagnostic Features

Detecting Diagnostics for Windows

Some computers ship with the Diagnostics for Windows preloaded, but not preinstalled. You may have installed it earlier, along with other utilities, or it may have been installed by another user.

To determine whether Diagnostics for Windows is installed:

1. Access the location of the Diagnostics icons. In Windows XP

Home or Windows XP Professional, select Start > Control

Panel.

2. Look through the displayed icons in the Control Panel.

If icons for Configuration Record and Diagnostics for

Windows are included, the Diagnostics for Windows utility is installed.

If icons for Configuration Record and Diagnostics for

Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed.

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Troubleshooting Guide

Computer Diagnostic Features

Installing Diagnostics for Windows

If Diagnostics for Windows is not preloaded, you can download the

Diagnostics for Windows SoftPaq from the following Web site: www.hp.com/support

The following operation is required only if the diagnostics program software has been loaded on the hard drive but not installed.

1. Close any Windows applications.

2. Install the Diagnostics for Windows utility:

In Windows XP, select Start > Software Setup icon. Select

Diagnostics for Windows > Next button, then follow the instructions on the screen.

If the Setup Software icon is not on the Desktop or in the

Start menu, run the Setup program from the

C:\CPQAPPS\DIAGS directory or select Start > Run and type the following in the command line:

C:\CPQAPPS\DIAGS\SETUP.

3. Click Next to install Diagnostics for Windows.

4. After the program has finished installing, you may be prompted to restart the computer, or it may automatically restart. If prompted, click Finish to restart the computer or Cancel to exit the program. You must restart the computer to complete the installation of Diagnostics for Windows.

If you want to upgrade an existing version of Diagnostics for Windows installed on the computer, visit www.hp.com/support

to locate and download the latest Diagnostics for Windows SoftPaq.

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1–3

Computer Diagnostic Features

Using Categories in Diagnostics for Windows

To use the categories do the following:

1. Click Start > HP Information Center > Diagnostics for

Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control

Panel, then select Diagnostics for Windows.

The screen displays the overview of the computer hardware and software.

2. For specific hardware and software information, select a category from the Categories pull-down menu or the appropriate icon on the toolbar.

As you move the cursor over the toolbar icons, the corresponding category name displays near the cursor.

3. To display more detailed information in a selected category, click

More in the Information Level box in the lower left corner of the window or click Level at the top of the screen and select More.

4. Review, print, and/or save this information as needed.

To print the information, click File, then select Print. Select one of the following options: Detailed Report (All Categories), Summary

Report (All Categories), or Current Category. Click OK to print the report you selected.

To save the information, click File, then select Save As. Select one of the following options: Detailed Report (All Categories), Summary

Report (All Categories), or Current Category. Click OK to save the report you selected.

5. To exit Diagnostics for Windows, click File, and then click Exit.

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Troubleshooting Guide

Computer Diagnostic Features

Menu Bar—File, Categories, Navigation, Level, Tab, Help

At the top of the Diagnostics for Windows screen is the Menu Bar consisting of six pull-down menus:

File—Save As, Print, Printer Setup, Exit

Categories—See the list of categories in the following section

Navigation—Previous Category (

F5

), Next Category (

F6

)

Level—Less (

F7

), More (

F8

) <information on the screen>

Tab—Overview, Test, Status, Log, Error

Help—Contents, How to use Help, About

Tool Bar—Icons for Different Categories of Information

Below the Menu Bar, the Tool Bar contains a row of icons for each of the following categories of information about the computer:

System—System board, ROM, date, and time information

Asset Control—Asset tag, system serial number, and processor information

Input Devices—Keyboard, mouse, and joystick(s) information

Communication—Ports in system and information about each

Storage—Storage drives in system and information about each

Graphics—Graphics system information

Memory—System board and Windows memory information

Multimedia—Optical storage (CD, DVD, and so on) and audio information

Windows—Windows information

Architecture—PCI Device information

Resources—IRQ, I/O, and Memory Map information

Health—Status of system temperature and hard drives

Miscellaneous—CMOS, DMI, BIOS, System, Product Name, and Serial Number

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Computer Diagnostic Features

Tabs—Overview, Test, Status, Log, Error

Below the Tool Bar are five tabs:

Overview—The Overview window displays general overview information about the computer. This is the window that is displayed when you first start the utility. The left side of the window shows hardware information, and the right side of the window shows software information.

Test—The Test window allows you to choose various parts of the system to test. You can also choose the type of test and testing mode.

Status—The Status window displays the status of each test in progress. You can cancel testing by clicking the Cancel Testing button.

Log—The Log window displays a log of tests for each device.

Error—The Error window displays any errors that occurred during device testing. The window lists the device being tested, the type and number of errors, and the error code.

Running Diagnostic Tests in Diagnostics for Windows

To run diagnostic tests:

1. Click Start > HP Information Center > Diagnostics for

Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control

Panel, then select Diagnostics for Windows.

The screen displays the overview of the computer hardware and software. Five tabs are displayed below the row of icons:

Overview, Test, Status, Log, and Error.

2. Click the Test tab, or click Tab at the top of the screen and select Test.

3. Select one of the following options:

Quick Test—Runs a quick, general test on each device.

Requires no user intervention if Unattended Mode is selected.

Complete Test—Runs maximum testing of each device. The user can select Interactive Mode or Unattended Mode.

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Computer Diagnostic Features

Custom Test—Runs only the tests you select. To select specific devices or tests, find the device in the list, then select the check box beside each test. When selected, a red check mark is displayed in the box. Some tests selected may require user intervention.

To test all subsystems, you must log in as the administrator. If you do not log in as the administrator, you will be unable to test some subsystems. The inability to test a subsystem will be indicated by an error message under the subsystem name in the Test window or by shaded boxes that cannot be checked.

4. Select Interactive Mode or Unattended Mode. In Interactive

Mode, the diagnostic software will prompt you for input during tests that require it. Some tests require interaction and will display errors or halt testing if selected in conjunction with

Unattended Mode.

Interactive Mode provides maximum control over the testing process. You determine whether the test passed or failed and may be prompted to insert or remove devices.

Unattended Mode does not display prompts. If errors are found, they are displayed when testing is complete.

5. Click the Begin Testing button at the bottom of the window. Test

Status is displayed, showing the progress and result of each test.

For more details on the tests run, click the Log tab or click Tab at the top of the screen and select Log.

6. To view a test report, select a tab:

The Status tab summarizes the tests run, passed, and failed during the current testing session.

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Computer Diagnostic Features

The Log tab lists tests run on the system, the numbers of times each test has run, the number of errors found on each test, and the total run time of each test.

The Error tab lists all errors found on the computer with their error codes.

7. To save a test report:

Select the Log tab Save button to save a Log tab report.

Select the Error tab Save button to save an Error tab report.

8. To print a test report:

If the report is on the Log tab, select File > Save As, then print the file from the selected folder.

If the report is on the Error tab, select the Error tab Print button.

9. If errors are found, click the Error tab to display more detailed information and recommended actions. By following the recommended actions, you may be able to solve some problems yourself.

10. Click Print or save the error information in case you need to contact an authorized dealer, reseller, or service provider for assistance.

11. To exit Diagnostics for Windows, click File, then click Exit.

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Troubleshooting Guide

Computer Diagnostic Features

Configuration Record

The Configuration Record utility is a windows-based information-gathering tool similar to other management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of the computer.

Configuration Record provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a configuration history. The information can be saved as a history of multiple sessions.

This utility was developed to allow resolution of problems without taking the computer offline and to assist in maximizing the computer availability. The information obtained by the utility is useful in troubleshooting system problems, and streamlines the service process by enabling quick and easy identification of system configurations, which is the first step in resolving service cases.

The Configuration Record gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system. It gathers information on such items as the ROM, asset tag, processor, physical drives, PCI devices, memory, graphics, operating system version number, operating system parameters, and the operating system startup files and displays it. If the original

Base.log file is present in the cpqdiags directory, the Base.log file is displayed next to the Now.log file in a split window with the differences between the two highlighted in the color red.

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Computer Diagnostic Features

Installing Configuration Record

The Configuration Record is part of Diagnostics for Windows.

Whenever you install Diagnostics for Windows, the Configuration

Record is also installed.

Running Configuration Record

To run this program:

1. Click Start > HP Information Center > Configuration Record.

You can also select the Configuration Record icon, located in the Control Panel, by clicking Start > Control Panel, then select

Configuration Record.

The Configuration Record utility has two view options: Show

Changed Items Only and Show All. The default view is

Show Changed Items Only, therefore all the text is displayed in the color red since it shows only the differences. Switching to Show All displays the complete, comprehensive view of the system.

2. The default view is Show Changed Items Only. To view all the information gathered by Configuration Record, click View at the top of the window and select Show All, or click the Show All

Items icon.

3. To save the information in the left or right window, select File >

Save Window File and then select Left Window File or Right

Window File.

Saving the configuration of the computer periodically allows the user to keep a history of the configuration. This history may be useful to your service provider if the system ever encounters a problem that needs debugging.

4. To exit Configuration Record, click File, then click Exit.

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Troubleshooting Guide

Computer Diagnostic Features

Protecting the Software

To protect software from loss or damage, you should keep a backup copy of all system software, applications, and related files stored on the hard drive. See the operating system or backup utility documentation for instructions on making backup copies of data files.

Restoring the Software

The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Plus! CD. See the documentation included with the

Restore Plus! CD for complete instructions on using this feature.

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Computer Diagnostic Features

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Troubleshooting Guide

2

Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.

For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to

Appendix A, “POST Error Messages.”

Safety and Comfort

Å WARNING: Misuse of the computer or failure to establish a safe and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the

Documentation CD and available on the Web site at www.hp.com/ergo , for more information on choosing a workspace and creating a safe and comfortable work environment.

This equipment has been tested and found to comply with the limits for a

Class B digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety & Regulatory Information on the

Documentation CD.

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Troubleshooting Without Diagnostics

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.

Run the Diagnostics for Windows utility. Refer to Chapter 1,

“Computer Diagnostic Features” for more information.

Run the Drive Protection System (DPS) Self-Test in Computer

Setup. Refer to the Computer Setup (F10) Utility Guide on the

Documentation CD for more information.

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to

Appendix A, “POST Error

Messages” for more information.

If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or, change out the monitor with a monitor that you know is functioning properly.

If you are working on a network, plug another computer with a different cable into the network connection. There may be a problem with the network plug or cable.

If you recently added new hardware, remove the hardware and see if the computer functions properly.

If you recently installed new software, uninstall the software and see if the computer functions properly.

Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use

“Last Known Configuration.”

Refer to the comprehensive online technical support at www.hp.com/support

.

Refer to the following

“Helpful Hints” section in this guide.

Run the Restore Plus! CD.

Ä CAUTION: Running the Restore Plus! CD will erase all data on the hard drive.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

To assist you in resolving problems online, HP Instant Support

Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional

Edition's online chat feature. Access HP Instant Support Professional

Edition at: www.hp.com/go/ispe

.

Access the Business Support Center (BSC) at www.hp.com/go/bizsupport

for the latest online support information, software and drivers, proactive notification, and worldwide community of peers and HP experts.

If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly:

Be in front of your computer when you call.

Write down the computer serial number and product ID number, and the monitor serial number before calling.

Spend time troubleshooting the problem with the service technician.

Remove any hardware that was recently added to your system.

Remove any software that was recently installed.

Run the Restore Plus! CD.

Ä CAUTION: Running the Restore Plus! CD will erase all data on the hard drive.

For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer.

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Troubleshooting Without Diagnostics

Helpful Hints

If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:

Check that the computer and monitor are plugged into a working electrical outlet.

Check to see that the voltage select switch (some models) is set to the appropriate voltage for your region (115V or 230V).

Check to see that the computer is turned on and the green power light is on.

Check to see that the monitor is turned on and the green monitor light is on.

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to

Appendix A, “POST Error

Messages” for more information.

Turn up the brightness and contrast controls of the monitor if the monitor is dim.

Press and hold any key. If the system beeps, then the keyboard should be operating correctly.

Check all cable connections for loose connections or incorrect connections.

Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in

Computer Setup. If it does not restart, press the power button to start the computer.

Reconfigure the computer after installing a non–plug and play

expansion board or other option. See “Solving Hardware

Installation Problems” for instructions.

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Troubleshooting Without Diagnostics

Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.

Remove all bootable media (diskette, CD, or USB device) from the system before turning it on.

If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system.

If the system has multiple video sources (embedded, PCI, or

PCI-Express adapters) installed (embedded video on select models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary

VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup.

Ä CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.

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Troubleshooting Without Diagnostics

Solving General Problems

You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.

Solving General Problems

Problem

Computer appears locked up and will not turn off when the power button is pressed.

Computer will not respond to USB keyboard or mouse.

Cause

Software control of the power switch is not functional.

Computer is in

standby mode.

System has locked up.

Solution

Press and hold the power button for at least four seconds until the computer turns off.

Press the power button to resume from

standby mode.

Restart computer.

Ä

CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Computer date and time display is incorrect.

RTC (real-time clock) battery may need to be replaced.

Connecting the computer to a live

AC outlet prolongs the life of the

RTC battery.

First, reset the date and time under

Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the

Hardware Reference Guide on the

Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

Cursor will not move using the arrow keys on the keypad.

The Num Lock key may be on.

Press the Num Lock key. The

Num Lock light should not be on if you want to use the arrow keys. The

Num Lock key can be disabled (or enabled) in Computer Setup.

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Troubleshooting Without Diagnostics

Solving General Problems (Continued)

Problem

Cannot remove computer cover or access panel.

Poor performance is experienced.

Cause

Smart Cover Lock, featured on some computers, is locked.

Processor is hot.

Hard drive is full.

Solution

Unlock the Smart Cover Lock using

Computer Setup.

The Smart Cover FailSafe Key, a device for manually disabling the

Smart Cover Lock, is available from

HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order

PN 166527-001 for the wrench-style key or PN 166527-002 for the screwdriver bit key.

1. Make sure the airflow to the computer is not blocked.

2. Make sure the fans are connected and working properly (some fans only operate when needed).

3. Make sure the processor heatsink is installed properly.

Transfer data from the hard drive to create more space on the hard drive.

Add more memory.

Defragment hard drive.

Restart the computer.

Low on memory.

Hard drive fragmented.

Program previously accessed did not release reserved memory back to the system.

Virus resident on the hard drive.

Too many applications running.

Cause unknown.

Run virus protection program.

1. Close unnecessary applications to free up memory.

2. Add more memory.

Restart the computer.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving General Problems (Continued)

Problem

Computer powered off automatically and the

Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.

Cause

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink is not properly attached to the processor.

Solution

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving General Problems (Continued)

Problem

System does not power on and the LEDs on the front of the computer are not flashing.

Cause

System unable to power on.

Solution

Press and hold the power button for less than 4 seconds. If the hard drive

LED turns green, then:

1. Check that the voltage selector, located on the rear of the power supply on select models, is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.

3. Replace the system board.

OR

Press and hold the power button for less than 4 seconds. If the hard drive

LED does not turn on green then:

1. Check that the unit is plugged into a working AC outlet.

2. Open hood and check that the power button harness is properly connected to the system board.

3. Check that both power supply cables are properly connected to the system board.

4. Check to see if the 5V_aux light on the system board is turned on.

If it is turned on, then replace the power button harness.

5. If the 5V_aux light on the system board is not turned on, then replace the power supply.

6. Replace the system board.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Power Supply Problems

Common causes and solutions for power supply problems are listed in the following table.

Solving Power Supply Problems

Problem

Power supply shuts down intermittently.

Computer powered off automatically and the

Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.

Cause

Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or

230V).

Power supply will not turn on because of internal power supply fault.

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink is not properly attached to the processor.

Solution

Select the proper AC voltage using the selector switch.

Contact an authorized service provider to replace the power supply.

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Power Supply Problems (Continued)

Problem

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times.

Cause

Power failure (power supply is overloaded).

Solution

1. Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Open the hood and ensure the

4-wire power supply cable is seated into the connector on the system board.

3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the

POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure.

Continue adding devices one at a time to ensure all devices are functioning properly.

4. Contact an authorized service provider to replace the power supply.

5. Replace the system board.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Diskette Problems

Common causes and solutions for diskette problems are listed in the following table.

You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See

“Solving

Hardware Installation Problems” for instructions.

Solving Diskette Problems

Problem Cause

Diskette drive light stays on. Diskette is damaged.

Solution

In Microsoft Windows XP, right-click

Start, click Explore, and select a drive. Select File > Properties >

Tools. Under Error-checking, click Check Now.

Remove diskette and reinsert.

Drive not found.

Diskette is incorrectly inserted.

Drive cable is not properly connected.

Cable is loose.

Diskette drive cannot write to a diskette.

Removable drive is not seated properly.

Diskette is not formatted.

Reconnect drive cable. Ensure that all four pins on the diskette power cable are connected to the drive.

Reseat diskette drive data and power cable.

Reseat the drive.

Format the diskette.

1. From Windows Explorer select the disk (A) drive.

2. Right-click the drive letter and select Format.

3. Select the desired options, and click Start to begin formatting the diskette.

Diskette is write-protected.

Use another diskette or remove the write protection.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Diskette Problems (Continued)

Problem

Diskette drive cannot write to a diskette. (continued)

Cannot format diskette.

A problem has occurred with a disk transaction.

Diskette drive cannot read a diskette.

Cause

Writing to the wrong drive.

Not enough space is left on the diskette.

Legacy diskette writes are disabled in

Computer Setup.

Diskette is damaged.

The directory structure is bad, or there is a problem with a file.

You are using the wrong diskette type for the drive type.

You are reading the wrong drive.

Diskette is damaged.

Solution

Check the drive letter in the path statement.

1. Use another diskette.

2. Delete unneeded files from diskette.

Enter Computer Setup and enable

Legacy Diskette Write in

Storage > Storage Options.

Replace the damaged disk.

Invalid media reported.

When formatting a disk in MS-DOS, you may need to specify diskette capacity. For example, to format a

1.44-MB diskette, type the following command at the MS-DOS prompt:

FORMAT A: /F:1440

Disk may be write-protected.

Diskette write control is enabled.

Open the locking device on the diskette.

Enter Computer Setup and enable

Legacy Diskette Write in

Storage > Storage Options.

In Windows XP, right-click Start, click Explore, and select a drive.

Select File > Properties >

Tools. Under Error-checking, click Check Now.

Check the type of drive that you are using and use the correct diskette type.

Check the drive letter in the path statement.

Replace the diskette with a new one.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Diskette Problems (Continued)

Problem

“Invalid system disk” message is displayed.

Cannot Boot to Diskette.

Cause

A diskette that does not contain the system files needed to start the computer has been inserted in the drive.

Diskette error has occurred.

Solution

When drive activity stops, remove the diskette and press the

Spacebar. The computer should start up.

Restart the computer by pressing the power button.

Diskette is not bootable. Replace with a bootable diskette.

Diskette boot has been disabled in Computer

Setup.

1. Run Computer Setup and enable diskette boot in

Storage > Boot Order.

2. Run Computer Setup and enable diskette boot in

Storage > Storage

Options > Removable

Media Boot.

Network server mode is enabled in Computer

Setup.

Removable media boot has been disabled in

Computer Setup.

Both steps should be used as the Removable Media

Boot function in Computer

Setup overrides the Boot

Order enable command.

Run Computer Setup and disable

Network Server Mode in

Security > Password Options.

Run Computer Setup and enable

Removable Media Boot in

Storage > Storage Options >

Removable Media Boot.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Solving Hard Drive Problems

Problem

Hard drive error occurs.

Disk transaction problem.

Cause

Hard disk has bad sectors or has failed.

Either the directory structure is bad or there is a problem with a file.

Drive not found (identified). Cable could be loose.

The system may not have automatically recognized a newly installed device.

Solution

1. In Windows XP, right-click

Start, click Explore, and select a drive. Select File >

Properties > Tools. Under

Error-checking, click Check

Now.

2. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk.

In Windows XP, right-click Start, click Explore, and select a drive.

Select File > Properties > Tools.

Under Error-checking, click

Check Now.

Check cable connections.

See reconfiguration directions in the

“Solving Hardware Installation

Problems” section. If the system still

does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.

If this is a newly installed drive, enter

Computer Setup and try adding a

POST delay under Advanced >

Power-On.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem

Drive not found (identified).

(continued)

Nonsystem disk/NTLDR missing message.

Cause

Drive jumper settings may be incorrect.

Drive’s controller is disabled in Computer

Setup.

Drive responds slowly immediately after power-up.

The system is trying to start from a diskette that is not bootable.

The system is trying to start from the hard drive but the hard drive may have been damaged.

Solution

If the drive is a Master drive, set the jumper on the back of the drive to

Master or Cable Select. If the drive is a Slave drive, set the jumper to

Slave or Cable Select.

Run Computer Setup and enable all the IDE and SATA controllers in

Storage > Storage Options.

Run Computer Setup and increase the POST Delay in Advanced >

Power-On Options.

Remove the diskette from the diskette drive.

1. Insert a bootable diskette into the diskette drive and restart the computer.

2. Check the hard drive format using fdisk:

If NTFS formatting, use a third party reader to evaluate the drive.

If FAT32 formatting, the hard drive cannot be accessed.

Replace the MBR image.

3. If the hard drive is still inaccessible after booting to a diskette and MBR Security is enabled, you may try restoring the previously saved

MBR image. To do so, enter

Computer Setup and select

Security > Restore Master

Boot Record.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem

Nonsystem disk/NTLDR missing message.

(continued)

Cause

System files missing or not properly installed.

Hard drive boot has been disabled in

Computer Setup.

Bootable hard drive is not attached as first in a multi-hard drive configuration.

Bootable hard drive's controller is not listed first in the Boot Order.

Solution

1. Insert a bootable diskette into the diskette drive and restart the computer.

2. Check the hard drive format using Fdisk:

If NFTFS formatting, use a third party reader to evaluate the drive.

If FAT32 formatting, the hard drive cannot be accessed.

Replace the MBR image.

3. If the hard drive is still inaccessible after booting to a diskette and MBR Security is enabled, you may try restoring the previously saved

MBR image. To do so, enter

Computer Setup and select

Security > Restore Master

Boot Record.

Run Computer Setup and enable the hard drive entry in the Storage >

Boot Order list.

If attempting to boot from an IDE hard drive, ensure it is attached as

Primary Device 0. If attempting to boot from a SATA hard drive, ensure it is attached to SATA 0.

Enter Computer Setup and select

Storage > Boot Order and ensure the bootable hard drive's controller is listed immediately under the Hard Drive entry.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem

Parallel ATA (PATA) hard drive does not perform optimally.

Computer will not start.

Cause

You are using the wrong cable for the drive type.

Computer seems to be locked up.

Solution

Reinstall the Ultra ATA hard drive using an 80-conductor cable.

Hard drive is damaged. Observe if the front panel Power

LED is blinking RED and if any beeps are heard. See

Appendix A,

“POST Error Messages” to

determine possible causes for the blinking red and beep codes.

See the Worldwide Limited

Warranty for terms and conditions.

Program in use has stopped responding to commands.

Attempt the normal Windows “Shut

Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again.

Solving MultiBay Problems

Solving MultiBay Problems

Problem

Drive not found.

Cause

You attempted to hot plug a removable hard drive that has

DriveLock security enabled. (This feature supported on select models only.)

MultiBay is hidden in

Computer Setup.

Solution

Shut down Windows and turn off the computer. Insert the drive into the MultiBay, if it is not already inserted. Turn on the computer.

Enter Computer Setup and set

MultiBay to Device Available in

Security > Device Security.

2–18 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems

If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table.

Solving Display Problems

Problem

Blank screen (no video).

Cause

Monitor is not turned on and the monitor light is not on.

Bad monitor.

The cable connections are not correct.

You may have a screen blanking utility installed or energy saver features are enabled.

System ROM is bad; system is running in

FailSafe Boot Block mode (indicated by eight beeps).

You are using a fixed-sync monitor and it will not sync at the resolution chosen.

Computer is in

standby mode.

Solution

Turn on the monitor and check that the monitor light is on.

Try a different monitor.

Check the cable connection from the monitor to the computer and to the electrical outlet.

Press any key or click the mouse button and, if set, type your password.

Reflash the ROM using a ROMPaq diskette. See the “FailSafe Boot

Block ROM” section of the Desktop

Management Guide on the

Documentation CD for more information.

Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.

Press the power button to resume from standby mode.

Ä

CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

Blank screen (no video).

(continued)

Cause

Monitor cable is plugged into the wrong connector.

Monitor settings in the computer are not compatible with the monitor.

Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.

Pre-video memory error.

Solution

If the computer system has both an integrated graphics connector and an add-in graphics card connector, plug the monitor cable into the graphics card connector on the back of the computer.

If the graphics card is a standard

PCI expansion card, you can enable the integrated graphics in

Computer Setup. If a PCI-Express graphics card is installed, the integrated graphics can not be enabled.

1. Restart the computer and press

F8 during startup when you see

“Press F8” in the bottom right corner of the screen.

2. Using the keyboard arrow keys, select Enable VGA Mode and press Enter.

3. In Windows Control Panel, double-click the Display icon and select the Settings tab.

4. Use the sliding control to reset the resolution.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.

Cause

Pre-video graphics error.

Solution

For systems with a graphics card:

1. Reseat the graphics card.

Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

Replace the system board.

Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times.

Monitor does not function properly when used with energy saver features.

System board failure

(ROM detected failure prior to video).

Dim characters.

Blurry video or requested resolution cannot be set.

Monitor without energy saver capabilities is being used with energy saver features enabled.

The brightness and contrast controls are not set properly.

Cables are not properly connected.

Disable monitor energy saver feature.

Adjust the monitor brightness and contrast controls.

Check that the graphics cable is securely connected to the graphics card and the monitor.

Install the video drivers included in the upgrade kit.

If the graphics controller was upgraded, the correct graphics drivers may not be loaded.

Monitor is not capable of displaying requested resolution.

Graphics card is bad.

Change requested resolution.

Replace the graphics card.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

The picture is broken up, rolls, jitters, or flashes.

Vibrating or rattling noise coming from inside a CRT monitor when powered on.

Clicking noise coming from inside a CRT monitor.

High pitched noise coming from inside a flat panel monitor.

Cause

The monitor connections may be incomplete or the monitor may be incorrectly adjusted.

Monitor needs to be degaussed.

Monitor degaussing coil has been activated.

Electronic relays have been activated inside the monitor.

Brightness and/or contrast settings are too high.

Solution

1. Be sure the monitor cable is securely connected to the computer.

2. In a two-monitor system or if another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by moving them apart.

3. Fluorescent lights or fans may be too close to the monitor.

Degauss the monitor. Refer to the documentation that came with the monitor for instructions.

None. It is normal for the degaussing coil to be activated when the monitor is powered on.

None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.

Lower brightness and/or contrast settings.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen.

(flat panel monitors using an analog VGA input connection only)

Cause

Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.

Certain typed symbols do not appear correct.

Graphics card is not seated properly or is bad.

The font you are using does not support that particular symbol.

Solution

1. Select the monitor’s

Auto-Adjustment option in the monitor’s on-screen display menu.

2. Manually synchronize the Clock and Clock Phase on-screen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP20930 or

SP22333: www.hp.com/support

1. Reseat the graphics card.

2. Replace the graphics card.

Use the Character Map to locate the and select the appropriate symbol.

Click Start > All Programs >

Accessories > System Tools >

Character Map. You can copy the symbol from the Character Map into a document.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Audio Problems

If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table.

Solving Audio Problems

Problem

Sound cuts in and out.

Cause

Processor resources are being used by other open applications.

Direct sound latency, common in many media player applications.

Solution

Shut down all open processor-intensive applications.

Sound does not come out of the speaker or headphones.

Software volume control is turned down.

Audio is hidden in

Computer Setup.

In Windows XP:

1. From the Control Panel, select

Sounds and Audio

Devices.

2. On the Audio tab, select a device from the Sound

Playback list.

3. Click the Advanced button and select the Performance tab.

4. Set the Hardware

acceleration slider to None and the Sample rate

conversion quality slider to

Good and retest the audio.

Set the Hardware acceleration slider to Full and the Sample rate

conversion quality slider to

Best and retest the audio.

Double-click the Speaker icon on the taskbar, then make sure that

Mute is not selected and use the volume slider to adjust the volume.

Enable the audio in Computer

Setup: Security >

Device Security > Audio.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Audio Problems (Continued)

Problem

Sound does not come out of the speaker or headphones. (continued)

Cause

The external speakers are not turned on.

External speakers plugged into the wrong audio jack.

Digital CD audio is not enabled.

Solution

Turn on the external speakers.

See the sound card documentation for proper speaker connection.

Headphones or devices connected to the line-out connector mute the internal speaker.

Volume is muted.

Computer is in

standby mode.

Enable digital CD audio:

1. From the Control Panel, select

System.

2. On the Hardware tab, click the Device Manager button.

3. Right-click on the CD/DVD device and select Properties.

4. On the Properties tab, make sure “Enable digital CD

audio for this CD-ROM

device” is checked.

Turn on and use headphones or external speakers, if connected, or disconnect headphones or external speakers.

1. From the Control Panel program, click Sound,

Speech and Audio

Devices, then click Sounds

and Audio Devices.

2. Click the Mute check box to remove the check mark from the box.

Press the power button to resume from standby mode.

Ä

CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Audio Problems (Continued)

Problem

Noise or no sound comes out of the speakers or headphones.

Cause

Computer may not be detecting the correct speaker/headphone type or output or analog-to-digital auto-sense is not engaged.

Solution

1. If you are using digital speakers that have a stereo jack and want the system to auto-switch to digital, use a stereo-to-mono adapter to properly engage the auto-sense feature.

2. If a stereo-to-mono adapter is not available, use the multimedia device properties to manually switch the audio signal from analog to digital.

3. If the headphones have a mono jack, use the multimedia device properties to switch the system to analog out.

For information on how to change the Audio Output Mode, see

Appendix D, “Setting up

Analog/Digital Audio Output.”

If you set digital as the Output Mode, the internal speaker and external analog speakers will no longer output audio until you switch back to an auto-sense or analog mode.

If you set analog as the Output Mode, external digital speakers will not function until you change the output mode back to an auto-sense or digital mode.

See

Appendix D, “Setting up Analog/Digital Audio Output” for additional

information.

Computer appears to be locked up while recording audio.

The hard disk may be full.

Before recording, make sure there is enough free space on the hard disk.

You can also try recording the audio file in a compressed format.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Printer Problems

If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table.

Solving Printer Problems

Problem

Printer will not print.

Printer will not turn on.

Printer prints garbled information.

Printer is offline.

Cause

Printer is not turned on and online.

The correct printer drivers for the application are not installed.

Solution

Turn the printer on and make sure it is online.

1. Install the correct printer driver for the application.

2. Try printing using the

MS-DOS command:

DIR C:\ > [printer port]

where [printer port] is the address of the printer being used. If the printer works, reload the printer driver.

If you are on a network, you may not have made the connection to the printer.

Make the proper network connections to the printer.

Printer may have failed.

Run printer self-test.

The cables may not be connected properly.

The correct printer driver for the application is not installed.

Reconnect all cables and check the power cord and electrical outlet.

Install the correct printer driver for the application.

The cables may not be connected properly.

Printer memory may be overloaded.

The printer may be out of paper.

Reconnect all cables.

Reset the printer by turning it off for one minute, then turn it back on.

Check the paper tray and refill it if it is empty. Select online.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Keyboard and Mouse Problems

If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table.

Solving Keyboard Problems

Problem

Keyboard commands and typing are not recognized by the computer.

Cause

Keyboard connector is not properly connected.

Program in use has stopped responding to commands.

Keyboard needs repairs.

Computer is in

standby mode.

Solution

1. On the Windows Desktop, click Start.

2. Click Shut Down. The Shut

Down Windows dialog box is displayed.

3. Select Shut down.

4. After the shutdown is complete, reconnect the keyboard to the back of the computer and restart the computer.

Shut down your computer using the mouse and then restart the computer.

See the Worldwide Limited

Warranty for terms and conditions.

Press the power button to resume from standby mode.

Ä

CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Cursor will not move using the arrow keys on the keypad.

The Num Lock key may be on.

Press the Num Lock key. The

Num Lock light should not be on if you want to use the arrow keys. The

Num Lock key can be disabled

(or enabled) in Computer Setup.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Mouse Problems

Problem

Mouse does not respond to movement or is too slow.

Cause

Mouse connector is not properly plugged into the back of the computer.

Solution

Shut down the computer using the keyboard.

1. Press the Ctrl and Esc keys at the same time (or press the

Windows logo key) to display the Start menu.

2. Use the up or down arrow key to select Shut Down and then press the Enter key.

3. Use the up or down arrow key to select the Shut Down option and then press the

Enter key.

4. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart.

Shut down the computer using the keyboard then restart the computer.

Program in use has stopped responding to commands.

Mouse may need cleaning.

Mouse may need repair.

Computer is in

standby mode.

Remove the roller ball cover on the mouse and clean the internal components.

See the Worldwide Limited

Warranty for terms and conditions.

Press the power button to resume from standby mode.

Ä

CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Mouse will only move vertically, horizontally, or movement is jerky.

Mouse roller ball is dirty.

Remove roller ball cover from the bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows XP automatically recognize the device and configure the computer. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows XP, use the Add

Hardware Wizard and follow the instructions that appear on the screen.

Solving Hardware Installation Problems

Problem

A new device is not recognized as part of the system.

Cause

Device is not seated or connected properly.

Cable(s) of new external device are loose or power cables are unplugged.

Power switch of new external device is not turned on.

Solution

Ensure that the device is properly and securely connected and that pins in the connector are not bent down.

Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down.

Turn off the computer, turn on the external device, then turn on the computer to integrate the device with the computer system.

Reboot the computer and follow the instructions for accepting the changes.

When the system advised you of changes to the configuration, you did not accept them.

A plug and play board may not automatically configure when added if the default configuration conflicts with other devices.

Use Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use

Computer Setup to reconfigure or disable devices to resolve the resource conflict.

2–30 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems (Continued)

Problem

Computer will not start.

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.

Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.

Cause

Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location.

Memory is installed incorrectly or is bad.

Video card is not seated properly or is bad, or system board is bad.

Solution

1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation.

2. Observe the beeps and LED lights on the front of the computer. See

Appendix A,

“POST Error Messages” to

determine possible causes.

3. If you still cannot resolve the issue, contact Customer

Support.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Hardware Installation Problems (Continued)

Problem

Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times.

Cause

Bad option card.

Solution

1. Check each option card by removing the cards one at time

(if multiple cards), then power on the system to see if fault goes away.

2. Once bad card is identified, remove and replace bad option card.

3. Replace the system board.

2–32 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Network Problems

Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling.

Solving Network Problems

Problem

Wake-on-LAN feature is not functioning.

Cause

Wake-on-LAN is not enabled.

Network driver does not detect network controller.

Network controller is disabled.

Incorrect network driver.

Solution

Enable Wake-on-LAN.

1. Select Start > Control

Panel.

2. Double-click Network

Connections.

3. Double-click Local Area

Connection.

4. Click Properties.

5. Click Configure.

6. Click the Power

Management tab, then select the check box to Allow

this device to bring the

computer out of standby.

1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via Device

Manager.

Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem

Network status link light never flashes.

The network status light is supposed to flash when there is network activity.

Diagnostics reports a failure.

Cause

No active network is detected.

Network controller is not set up properly.

Network controller is disabled.

Network driver is not properly loaded.

System cannot autosense the network.

The cable is not securely connected.

The cable is attached to the incorrect connector.

There is a problem with the cable or a device at the other end of the cable.

Network controller interrupt is shared with an expansion board.

Solution

Check cabling and network equipment for proper connection.

Check for the device status within

Windows, such as Device Manager for driver load and the Network

Connections applet within

Windows for link status.

1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via Device

Manager.

Reinstall network drivers. See the

Network & Internet

Communications Guide on the

Documentation CD.

Disable auto-sensing capabilities and force the system into the correct operating mode. See the Network

& Internet Communications Guide on the Documentation CD.

Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.

Ensure that the cable is attached to the correct connector.

Ensure that the cable and device at the other end are operating correctly.

Under the Computer Setup

Advanced menu, change the resource settings for the board.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem

Diagnostics reports a failure. (continued)

Diagnostics passes, but the computer does not communicate with the network.

Cause

The network controller is defective.

Network drivers are not loaded, or driver parameters do not match current configuration.

Network controller stopped working when an expansion board was added to the computer.

The network controller is not configured for this computer.

Network controller interrupt is shared with an expansion board.

The network controller requires drivers.

Solution

Contact an authorized service provider.

Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller.

Make sure the correct network client and protocol is installed.

Select the Network icon in the

Control Panel and configure the network controller.

Under the Computer Setup

Advanced menu, change the resource settings for the board.

Network controller stops working without apparent cause.

The expansion board installed is a network card

(NIC) and conflicts with the embedded NIC.

The files containing the network drivers are corrupted.

The cable is not securely connected.

The network controller is defective.

Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed.

Under the Computer Setup

Advanced menu, change the resource settings for the board.

Reinstall the network drivers, using the Restore Plus! CD.

Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.

Contact an authorized service provider.

Troubleshooting Guide www.hp.com

2–35

Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem

New network card will not boot.

Cannot connect to network server when attempting Remote

System Installation.

System setup utility reports unprogrammed

EEPROM.

Cause

New network card may be defective or may not meet industry-standard specifications.

The network controller is not configured properly.

Solution

Install a working, industry-standard

NIC, or change the boot sequence to boot from another source.

Verify Network Connectivity, that a

DHCP Server is present, and that the Remote System Installation

Server contains the NIC drivers for your NIC.

Unprogrammed EEPROM.

Contact an authorized service provider.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Memory Problems

If you encounter memory problems, some common causes and solutions are listed in the following table.

Ä CAUTION: For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

Solving Memory Problems

Problem

System will not boot or does not function properly after installing additional memory modules.

Cause

Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly.

Solution

Replace module with the correct industry-standard device for the computer.

Out of memory error.

Memory count during POST is wrong.

Insufficient memory error during operation.

Memory configuration may not be set up correctly.

You have run out of memory to run the application.

The memory modules may not be installed correctly.

Integrated graphics may use system memory.

Too many Terminate and Stay Resident programs (TSRs) are installed.

You have run out of memory for the application.

On some models, ECC and non-ECC memory modules cannot be mixed.

Use the Device Manager to check memory configuration.

Check the application documentation to determine the memory requirements.

Check that the memory modules have been installed correctly and that proper modules are used.

No action required.

Delete any TSRs that you do not need.

Check the memory requirements for the application or add more memory to the computer.

Troubleshooting Guide www.hp.com

2–37

Troubleshooting Without Diagnostics

Solving Memory Problems (Continued)

Problem

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.

Cause

Memory is installed incorrectly or is bad.

Solution

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Solving Processor Problems

If you encounter processor problems, common causes and solutions are listed in the following table.

Solving Processor Problems

Problem

Poor performance is experienced.

Cause

Processor is hot.

Power LED flashes Red three times, once every second, followed by a two second pause.

Processor is not seated properly or not installed.

Solution

1. Make sure the airflow to the computer is not blocked.

2. Make sure the fans are connected and working properly (some fans only operate when needed).

3. Make sure the processor heatsink is installed properly.

1. Check to see that the processor is present.

2. Reseat the processor.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.

Solving CD-ROM and DVD Problems

Problem

System will not boot from

CD-ROM or DVD drive.

Cause

Removable Media Boot is disabled in the

Computer Setup utility.

Network Server Mode is enabled in Computer

Setup.

Non-bootable CD in drive.

Boot order not correct.

Solution

Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options.

Ensure IDE CD-ROM is enabled in

Storage > Boot Order.

Run the Computer Setup utility and disable Network Server Mode in

Security > Password Options.

Try a bootable CD in the drive.

CD-ROM or DVD devices are not detected or driver is not loaded.

Movie will not play in the

DVD drive.

Drive is not connected properly or not properly configured.

Movie may be regionalized for a different country.

Decoder software is not installed.

Damaged media.

Movie rating locked out by parental lock.

Media installed upside down.

Run the Computer Setup utility and change boot sequence in

Storage > Boot Order.

See the documentation that came with the optional device.

See the documentation that came with the DVD drive.

Install decoder software.

Replace media.

Use DVD software to remove parental lock.

Reinstall media.

Troubleshooting Guide www.hp.com

2–39

Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems (Continued)

Problem

Cannot eject compact disc

(tray-load unit).

Cause

Disc not properly seated in the drive.

CD-ROM, CD-RW,

DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.

Media has been inserted upside down.

Solution

Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly. Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc.

Re-insert the Media with the label facing up.

Recording audio CDs is difficult or impossible.

The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video.

Wait at least 30 seconds to let the

DVD-ROM drive determine the type of media being played. If the disc still does not start, read the other solutions listed for this topic.

CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most computer stores.

Windows does not detect the CD-ROM or

DVD-ROM drive.

Wrong or poor quality media type.

1. Use Device Manager to remove or uninstall the device in question.

2. Restart the computer and let

Windows detect the CD or DVD driver.

1. Try using a slower speed when recording.

2. Verify that you are using the correct media for the drive.

3. Try a different brand of media.

Quality varies widely between manufacturers.

2–40 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Drive Key Problems

If you encounter Drive Key problems, common causes and solutions are listed in the following table.

Solving Drive Key Problems

Problem

Drive Key is not seen as a drive letter in Windows XP.

The computer boots to DOS after making a bootable

Drive Key.

Cause

The drive letter after the last physical drive is not available.

Drive Key is bootable.

Solution

Change the default drive letter for the Drive Key in Windows XP.

Install the Drive Key only after the operating system boots.

Solving Internet Access Problems

If you encounter Internet access problems, consult your Internet

Service Provider (ISP) or refer to the common causes and solutions listed in the following table.

Solving Internet Access Problems

Problem

Unable to connect to the

Internet.

Cause

Internet Service Provider

(ISP) account is not set up properly.

Modem is not set up properly.

Solution

Verify Internet settings or contact your ISP for assistance.

Web browser is not set up properly.

Cable/DSL modem is not plugged in.

Reconnect the modem. Verify the connections are correct using the quick setup documentation.

Verify that the Web browser is installed and set up to work with your ISP.

Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem.

Troubleshooting Guide www.hp.com

2–41

Troubleshooting Without Diagnostics

Solving Internet Access Problems (Continued)

Problem

Unable to connect to the

Internet. (continued)

Cause

Cable/DSL service is not available or has been interrupted due to bad weather.

Cannot automatically launch Internet programs.

The CAT5 UTP cable is disconnected.

IP address is not configured properly.

Cookies are corrupted.

(A "cookie" is a small piece of information that a Web server can store temporarily with your Web browser. This is useful for having your browser remember some specific information that the

Web server can later retrieve.)

You must log on to your

ISP before some programs will start.

Solution

Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the

“cable” LED light on the front of the cable/DSL modem will be on.)

Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.)

Contact your ISP for the correct IP address.

In Windows XP:

1. Select Start > Control

Panel.

2. Double-click Internet

Options.

3. On the General tab, click the

Delete Cookies button.

Log on to your ISP and launch the desired program.

2–42 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Internet Access Problems (Continued)

Problem

Internet takes too long to download Web sites.

Cause

Modem is not set up properly.

Solution

Verify that the correct modem speed and COM port are selected.

In Windows XP:

1. Select Start > Control

Panel.

2. Double-click System.

3. Click the Hardware tab.

4. In the Device Manager area, click the Device Manager button.

5. Double-click Ports (COM &

LPT).

6. Right-click the COM port your modem uses, then click

Properties.

7. Under Device status, verify that the modem is working properly.

8. Under Device usage, verify the modem is enabled.

9. If there are further problems, click the Troubleshoot button and follow the on-screen instructions.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Software Problems

Most software problems occur as a result of the following:

The application was not installed or configured correctly.

There is insufficient memory available to run the application.

There is a conflict between applications.

Be sure that all the needed device drivers have been installed.

If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system.

Where available, run the Configuration Record utility to determine if any changes have been made to the software which may be causing a problem. Refer to the

“Configuration Record”

section in this guide for more information.

If you encounter software problems, see the applicable solutions listed in the following table.

Solving Software Problems

Problem

Computer will not continue and no HP logo screen has appeared.

Cause

POST error has occurred.

Computer will not continue after HP logo screen has appeared.

System files may be damaged.

Solution

Observe the beeps and LED lights on the front of the computer.

See

Appendix A, “POST Error

Messages” to determine possible

causes.

See the Restore Kit or the Worldwide

Limited Warranty for terms and conditions.

Use recovery diskette to scan hard drive for errors.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Software Problems (Continued)

Problem

“Illegal Operation has

Occurred” error message is displayed.

Cause

Software being used is not Microsoft-certified for your version of

Windows.

Configuration files are corrupt.

Solution

Verify that the software is certified by Microsoft for your version of

Windows (see program packaging for this information).

If possible, save all data, close all programs, and restart the computer.

Contacting Customer Support

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

.

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 on the Documentation CD for technical assistance.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

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Troubleshooting Guide

A

POST Error Messages

This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during

Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.

POST Message Disabled suppresses most system messages during

POST, such as memory count and non-error text messages. If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any key (except

F10

or

F12

). The default mode is POST Message

Disabled.

The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection.

Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test. Full Boot runs all of the

ROM-based system tests and takes longer to complete.

Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.

For more information on Computer Setup, see the Computer Setup

(F10) Utility Guide on the Documentation CD.

A–1 Troubleshooting Guide www.hp.com

POST Error Messages

POST Numeric Codes and Text Messages

This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST.

The computer will beep once after a POST text message is displayed on the screen.

Numeric Codes and Text Messages

Code/Message

101-Option ROM

Checksum Error

Probable Cause

System ROM or expansion board option

ROM checksum.

102-System Board

Failure

103-System Board

Failure

DMA or timers.

DMA or timers.

Recommended Action

1. Verify the correct ROM.

2. Flash the ROM if needed.

3. If an expansion board was recently added, remove it to see if the problem remains.

4. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

5. If the message disappears, there may be a problem with the expansion card.

6. Replace the system board.

1. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

2. Remove expansion boards.

3. Replace the system board.

1. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

2. Remove expansion boards.

3. Replace the system board.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

110-Out of Memory

Space for Option

ROMs

150-SafePost Active A PCI expansion card is not responding.

162-System Options

Not Set

Probable Cause

Recently added PCI expansion card contains an option ROM too large to download during

POST.

Configuration incorrect.

RTC (real-time clock) battery may need to be replaced.

Recommended Action

1. If a PCI expansion card was recently added, remove it to see if the problem remains.

2. In Computer Setup, set Advanced >

Device Options > NIC PXE

Option ROM Download to

DISABLE to prevent PXE option ROM for the internal NIC from being downloaded during POST to free more memory for an expansion card's option ROM. Internal PXE option

ROM is used for booting from the NIC to a PXE server.

3. Enable the ACPI/USB Buffers @ Top of Memory setting in Computer Setup.

1. Restart the computer.

2. Disable SafePost.

3. If the expansion card does not respond, replace the card.

Run Computer Setup and check the configuration in Advanced >

Onboard Devices.

Reset the date and time under Control

Panel. If the problem persists, replace the

RTC battery. See the Hardware Reference

Guide on the Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

Troubleshooting Guide www.hp.com

A–3

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

163-Time & Date

Not Set

164-Memory Size

Error

Probable Cause

Invalid time or date in configuration memory.

RTC (real-time clock) battery may need to be replaced.

CMOS jumper may not be properly installed.

Memory amount has changed since the last boot (memory added or removed).

Memory configuration incorrect.

Recommended Action

Reset the date and time under Control

Panel (Computer Setup can also be used). If the problem persists, replace the

RTC battery. See the Hardware Reference

Guide on the Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

Check for proper placement of the CMOS jumper if applicable.

Press the F1 key to save the memory changes.

201-Memory Error RAM failure.

1. Run Computer Setup or Windows utilities.

2. Make sure the memory module(s) are installed properly.

3. If third-party memory has been added, test using HP-only memory.

4. Verify proper memory module type.

1. Run Computer Setup or Windows utilities.

2. Ensure memory modules are correctly installed.

3. Verify proper memory module type.

4. Remove and replace the memory module(s) one at a time to isolate the faulty module.

5. Replace faulty memory module(s).

6. If the error persists after replacing memory modules, replace the system board.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

202-Memory Type

Mismatch

213-Incompatible

Memory Module in

Memory Socket(s) X,

X, ...

214-DIMM

Configuration

Warning

Probable Cause

Memory modules do not match each other.

A memory module in memory socket identified in the error message is missing critical SPD information, or is incompatible with the chipset.

A specific error has occurred in a memory device installed in the identified socket.

Recommended Action

Replace memory modules with matched sets.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace DIMM with a module conforming to the SPD standard.

219-ECC Memory

Module Detected

ECC Modules not supported on this

Platform

Recently added memory module(s) support ECC memory error correction.

301-Keyboard Error Keyboard failure.

303-Keyboard

Controller Error

I/O board keyboard controller.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace memory module if problem persists.

1. If additional memory was recently added, remove it to see if the problem remains.

2. Check product documentation for memory support information.

1. Reconnect keyboard with computer turned off.

2. Check connector for bent or missing pins.

3. Ensure that none of the keys are depressed.

4. Replace keyboard.

1. Reconnect keyboard with computer turned off.

2. Replace the system board.

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A–5

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

304-Keyboard or

System Unit Error

404-Parallel Port

Address Conflict

Detected

410-Audio Interrupt

Conflict

411-Network

Interface Card

Interrupt Conflict

501-Display

Adapter Failure

Probable Cause

Keyboard failure.

Both external and internal ports are assigned to parallel port X.

IRQ address conflicts with another device.

IRQ address conflicts with another device.

Graphics display controller.

Recommended Action

1. Reconnect the keyboard with computer turned off.

2. Ensure that none of the keys are depressed.

3. Replace the keyboard.

4. Replace the system board.

1. Remove any parallel port expansion cards.

2. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

3. Reconfigure card resources and/or run Computer Setup.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

510-Splash Screen

Image Corrupted

511-CPU, CPUA, or

CPUB Fan not

Detected

Splash Screen image has errors.

CPU fan is not connected or may have malfunctioned.

1. Reseat the graphics card

(if applicable).

2. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

3. Verify monitor is attached and turned on.

4. Replace the graphics card (if possible).

Install latest version of ROMPaq to restore image.

1. Reseat CPU fan.

2. Reseat fan cable.

3. Replace CPU fan.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

512-Chassis, Rear

Chassis, or Front

Chassis Fan not

Detected

514-CPU or Chassis

Fan not Detected

601-Diskette

Controller Error

605-Diskette Drive

Type Error

Probable Cause

Chassis, rear chassis, or front chassis fan is not connected or may have malfunctioned.

CPU or chassis fan is not connected or may have malfunctioned.

Diskette controller circuitry or floppy drive circuitry incorrect.

Mismatch in drive type.

External tape drive not connected.

Recommended Action

1. Reseat chassis, rear chassis, or front chassis fan.

2. Reseat fan cable.

3. Replace chassis, rear chassis, or front chassis fan.

1. Reseat CPU or chassis fan.

2. Reseat fan cable.

3. Replace CPU or chassis fan.

1. Run Computer Setup.

2. Check and/or replace cables.

3. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

4. Replace diskette drive.

5. Replace the system board.

1. Run Computer Setup.

2. Disconnect any other diskette controller devices (tape drives).

3. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

Reinstall tape drive or press F1 and allow system to reconfigure without the drive.

610-External

Storage Device

Failure

611-Primary Floppy

Port Address

Assignment Conflict

660-Display cache is detected unreliable

Configuration error.

Integrated graphics controller display cache is not working properly and will be disabled.

Run Computer Setup and check the configuration in Advanced >

Onboard Devices.

Replace system board if minimal graphics degrading is an issue.

Troubleshooting Guide www.hp.com

A–7

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

912-Computer

Cover Has Been

Removed Since Last

System Startup

914-Hood Lock Coil is not Connected

Probable Cause

Computer cover was removed since last system startup.

Smart Cover Lock mechanism is missing or not connected.

Recommended Action

No action required.

1. Reconnect or replace hood locking mechanism.

2. Reseat or replace hood locking mechanism cable.

916-Power Button

Not Connected

917-Front Audio Not

Connected

918-Front USB Not

Connected

919-Multi-Bay Riser not Connected

1151-Serial Port A

Address Conflict

Detected

Power button harness has been detached or unseated from motherboard.

Front audio harness has been detached or unseated from motherboard.

Front USB harness has been detached or unseated from motherboard.

Riser card has been removed or has not been reinstalled properly in the system.

Both external and internal serial ports are assigned to COM1.

Reconnect or replace power button harness.

Reconnect or replace front audio harness.

Reconnect or replace front USB harness.

Reinsert riser card.

1. Remove any serial port expansion cards.

2. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

3. Reconfigure card resources and/or run Computer Setup or Windows utilities.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1152-Serial Port B

Address Conflict

Detected

1155-Serial Port

Address Conflict

Detected

Probable Cause

Both external and internal serial ports are assigned to COM2.

Both external and internal serial ports are assigned to same IRQ.

Recommended Action

1. Remove any serial port expansion cards.

2. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

3. Reconfigure card resources and/or run Computer Setup or Windows utilities.

1. Remove any serial port expansion cards.

2. Clear CMOS. (See Appendix B,

“Password Security and Resetting

CMOS.” )

3. Reconfigure card resources and/or run Computer Setup or Windows utilities.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

1201-System Audio

Address Conflict

Detected

1202-MIDI Port

Address Conflict

Detected

1203-Game Port

Address Conflict

Detected

Device IRQ address conflicts with another device.

Device IRQ address conflicts with another device.

Device IRQ address conflicts with another device.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

Troubleshooting Guide www.hp.com

A–9

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1720-SMART Hard

Drive Detects

Imminent Failure

Probable Cause

Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.)

1785-Multibay incorrectly installed

(for Multibay option/ non-USDT systems)

1. Multibay option ribbon cables not seated or improperly attached.

2. Multibay device not properly seated.

3. Multibay diskette present.

(for integrated Multibay/

USDT systems)

1. Multibay device not properly seated.

2. Multibay riser not properly seated.

Recommended Action

1. Determine if hard drive is giving correct error message. Enter

Computer Setup and run the Drive

Protection System test under

Storage > DPS Self-test.

2. Apply hard drive firmware patch if applicable. (Available at www.hp.com/support .)

3. Back up contents and replace hard drive.

1. Ensure the Multibay option is attached as device 0 on the IDE cable.

2. Ensure no other device is attached to the same IDE cable.

3. Ensure both ends of the IDE and

Multibay ribbon cables are properly seated.

4. Ensure the Multibay device is fully inserted.

5. Ensure a Multibay diskette is not present (Multibay diskette drives are not supported by the Multibay option).

1. Ensure the Multibay device is fully inserted.

2. Ensure the Multibay riser is properly seated.

A–10 www.hp.com

Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1794-Inaccessible devices attached to

SATA 1 and/or

SATA 3

(for systems with 4

SATA ports)

Probable Cause

A device is attached to

SATA 1 and/or SATA 3.

Devices attached to these connectors will be inaccessible while “SATA

Emulation” is set to

“Combined IDE

Controller” in Computer

Setup.

1794-Inaccessible device attached to

SATA 1

(for systems with 2

SATA ports)

1796-SATA Cabling

Error

1800-Temperature

Alert

A device is attached to

SATA 1. Any device attached to this connector will be inaccessible while “SATA

Emulation” is set to

“Combined IDE

Controller” in Computer

Setup.

One or more SATA devices are improperly attached. For optimal performance, the SATA 0 and SATA 1 connectors must be used before

SATA 2 and SATA 3.

Internal temperature exceeds specification.

Recommended Action

1. If using Windows 2000 or Windows

XP, change “SATA Emulation” to

“Separate IDE Controller” in

Computer Setup.

2. If not using Windows 2000 or

Windows XP, relocate the affected devices to SATA 0 or SATA 2 (if available).

3. Remove the affected devices from

SATA 1 and SATA 3.

1. If using Windows 2000 or Windows

XP, change “SATA Emulation” to

“Separate IDE Controller” in

Computer Setup.

2. If not using Windows 2000 or

Windows XP, relocate the affected device to SATA 0 (if available).

3. Remove the affected device from

SATA 1.

Ensure SATA connectors are used in ascending order. For one device, use

SATA 0. For two devices, use SATA 0 and

SATA 1. For three devices, use SATA 0,

SATA1, and SATA 2.

1. Check that computer air vents are not blocked and the processor cooling fan is running.

2. Verify processor speed selection.

3. Replace the processor.

4. Replace the system board.

Troubleshooting Guide www.hp.com

A–11

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1801-Microcode

Patch Error

1998-Master Boot

Record has been Lost

1999-Master Boot

Record has

Changed

Probable Cause

Processor is not supported by

ROM BIOS.

The previously saved copy of the MBR has been corrupted.

The current MBR does not match the previously saved copy of the MBR.

Recommended Action

1. Upgrade BIOS to proper version.

2. Change the processor.

Run Computer Setup and save the MBR of the current bootable disk.

Use extreme caution. The MBR may have been updated due to normal disk maintenance activities (disk manager, fdisk, or format).

2000-Master Boot

Record Hard Drive has Changed

Invalid Electronic

Serial Number

The current bootable hard drive is not the same as the one that was present when MBR

Security was enabled.

Electronic serial number has become corrupted.

Ä Replacing the previously saved MBR in such situations can cause data loss.

If you are certain the MBR change is unintentional and undesired (e.g. due to a virus), then run Computer Setup and restore the previously saved MBR copy.

Otherwise, run Computer Setup and either disable MBR security or save the MBR of the current bootable disk.

Run Computer Setup and either disable

MBR security or save the MBR of the current bootable disk.

1. Run Computer Setup. If Setup already has data in the field or will not allow the serial number to be entered, download from www.hp.com

and run

SP5572.EXE (SNZERO.EXE).

2. Run Computer Setup and try to enter serial number under Security, System

ID, then save changes.

A–12 www.hp.com

Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

Network Server

Mode Active and

No Keyboard

Attached

Parity Check 2

System will not boot without fan

Probable Cause

Keyboard failure while

Network Server Mode enabled.

Parity RAM failure.

CPU fan not installed or disconnected in VSFF chassis.

Recommended Action

1. Reconnect keyboard with computer turned off.

2. Check connector for bent or missing pins.

3. Ensure that none of the keys are depressed.

4. Replace keyboard.

Run Computer Setup and Diagnostic utilities.

1. Open hood, press the Power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

2. If the fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

Troubleshooting Guide www.hp.com

A–13

POST Error Messages

POST Diagnostic Front Panel LEDs and

Audible Codes

This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them.

If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs on the front panel of the computer and refer to the following table to determine the front panel LED codes.

Recommended actions in the following table are listed in the order in which they should be performed.

Diagnostic Front Panel LEDs and Audible Codes

Activity

Green Power LED

On.

Green Power LED flashes every two seconds.

Beeps Possible Cause Recommended Action

None Computer on.

None

None Computer in

Suspend to RAM mode (select models only) or normal Suspend mode.

None required. Press any key or move the mouse to wake the computer.

A–14 www.hp.com

Troubleshooting Guide

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

Red Power LED flashes two times, once every second, followed by a two second pause.

Red Power LED flashes three times, once every second, followed by a two second pause.

Beeps Possible Cause Recommended Action

2

3

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink/fan assembly is not properly attached to the processor.

Processor not installed (not an indicator of bad processor).

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

3. If fan is plugged in and seated properly, but is not spinning, then replace processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

1. Check to see that the processor is present.

2. Reseat the processor.

Troubleshooting Guide www.hp.com

A–15

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

Red Power LED flashes four times, once every second, followed by a two second pause.

Red Power LED flashes five times, once every second, followed by a two second pause.

Red Power LED flashes six times, once every second, followed by a two second pause.

Beeps Possible Cause Recommended Action

4

5

Power failure

(power supply is overloaded).

Pre-video memory error.

1. Open the hood and ensure the

4-wire power supply cable is seated into the connector on the system board.

2. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.

3. Replace the power supply.

4. Replace the system board.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with

HP memory.

4. Replace the system board.

6 Pre-video graphics error.

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

A–16 www.hp.com

Troubleshooting Guide

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

Red Power LED flashes seven times, once every second, followed by a two second pause.

Red Power LED flashes eight times, once every second, followed by a two second pause.

Red Power LED flashes nine times, once every second, followed by a two second pause.

Red Power LED flashes ten times, once every second, followed by a two second pause.

Beeps Possible Cause Recommended Action

7 System board failure (ROM detected failure prior to video).

Replace the system board.

8

9

10

Invalid ROM based on bad checksum.

System powers on but is unable to boot.

Bad option card.

1. Reflash the ROM using a ROMPaq diskette. See the “ROM Flash” section of the Desktop

Management Guide on the

Documentation CD.

2. Replace the system board.

1. Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Replace the system board.

3. Replace the processor.

1. Check each graphics card by removing the card (one at a time if multiple cards), then power on the system to see if fault goes away.

2. Once a bad card is identified, remove and replace the bad option card.

3. Replace the system board.

Troubleshooting Guide www.hp.com

A–17

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

System does not power on and LEDs are not flashing.

Beeps Possible Cause Recommended Action

None System unable to power on.

Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:

1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Remove the expansion cards one at a time until the 3V_aux light on the system board turns on.

3. Replace the system board.

OR

Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then:

1. Check that the unit is plugged into a working AC outlet.

2. Open hood and check that the power button harness is properly connected to the system board.

3. Check that both power supply cables are properly connected to the system board.

4. Check to see if the 3V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.

5. If the 3V_aux light on the system board is not turned on, then replace the power supply.

6. Replace the system board.

A–18 www.hp.com

Troubleshooting Guide

B

Password Security and Resetting CMOS

This computer supports security password features, which can be established through the Computer Setup Utilities menu.

This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup. When you establish only a power-on password, the power-on password is required to access Computer

Setup and any other information on the computer. When you establish both passwords, only the setup password will give you access to

Computer Setup.

When both passwords are set, the setup password can also be used in place of the power-on password as an override to log in to the computer. This is a useful feature for a network administrator.

If you forget the password for the computer, there are two methods for clearing that password so you can gain access to the information on the computer:

Resetting the password jumper

Using the Clear CMOS button

Ä CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer

Setup (F10) Utility Guide on the Documentation CD for information on backing up the CMOS settings.

Troubleshooting Guide www.hp.com

B–1

Password Security and Resetting CMOS

Resetting the Password Jumper

To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps:

1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet.

2. With the power cord disconnected, press the power button again to drain the system of any residual power.

Å WARNING: To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.

Ä CAUTION: When the computer is plugged in, the power supply always has voltage applied to the system board even when the unit is turned off.

Failure to disconnect the power cord can result in damage to the system.

Ä CAUTION: Static electricity can damage the electronic components of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory

Information guide on the Documentation CD for more information.

3. Remove the computer cover or access panel.

4. Locate the header and jumper.

The password jumper is green so that it can be easily identified. For assistance locating the password jumper and other system board components, see the Illustrated Parts Map (IPM) for that particular system. The IPM can be downloaded from www.hp.com/support .

5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.

6. Replace the computer cover or access panel.

7. Reconnect the external equipment.

B–2 www.hp.com

Troubleshooting Guide

Password Security and Resetting CMOS

8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features.

9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8.

Establish the new passwords in Computer Setup. Refer to the

Computer Setup (F10) Utility Guide on the Documentation CD for Computer Setup instructions.

Clearing and Resetting the CMOS

The computer’s configuration memory (CMOS) stores password information and information about the computer’s configuration.

Using the CMOS Button

1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.

2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.

Å WARNING: To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.

Ä CAUTION: When the computer is plugged in, the power supply always has voltage applied to the system board even when the unit is turned off.

Failure to disconnect the power cord can result in damage to the system.

Ä

CAUTION: Static electricity can damage the electronic components of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory

Information guide on the Documentation CD for more information.

Troubleshooting Guide www.hp.com

B–3

Password Security and Resetting CMOS

3. Remove the computer cover or access panel.

Ä CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer

Setup (F10) Utility Guide on the Documentation CD for information on backing up the CMOS settings.

4. Locate, press, and hold the CMOS button in for five seconds.

Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected.

B–4

CMOS button

For assistance locating the CMOS button and other system board components, see the Illustrated Parts Map (IPM) for that particular system.

5. Replace the computer cover or access panel.

www.hp.com

Troubleshooting Guide

Password Security and Resetting CMOS

6. Reconnect the external devices.

7. Plug in the computer and turn on power.

You will receive POST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred. Use

Computer Setup to reset your passwords and any special system setups along with the date and time.

See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on

Computer Setup, see the Computer Setup (F10) Utility Guide on the

Documentation CD.

Using Computer Setup to Reset CMOS

To reset CMOS through Computer Setup, you must first access the

Computer Setup Utilities menu.

When the Computer Setup message appears in the lower-right corner of the screen, press the

F10

key. Press

Enter

to bypass the title screen, if necessary.

If you do not press the

F10

key while the message is displayed, you must turn the computer off, then on again, to access the utility.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.

To reset CMOS to the factory default settings first set time and date, then use the arrow keys or the

Tab

key to select File > Set Defaults

and Exit. This resets the soft settings that include boot sequence order and other factory settings. It will not, however, force hardware rediscovery.

See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on

Computer Setup, see the Computer Setup (F10) Utility Guide on the

Documentation CD.

Troubleshooting Guide www.hp.com

B–5

Password Security and Resetting CMOS

B–6 www.hp.com

Troubleshooting Guide

C

Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement.

When these systems are built, each installed hard drive is tested using

DPS, and a permanent record of key information is written onto the drive. Each time DPS is run, test results are written to the hard drive.

Your service provider can use this information to help diagnose conditions that caused you to run the DPS software.

Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard drive firmware and can be executed even if the computer will not boot to an operating system. The time required to execute the test depends on the manufacturer and size of the hard drive; in most cases, the test will take approximately two minutes per gigabyte.

Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive.

Troubleshooting Guide www.hp.com

C–1

Drive Protection System (DPS)

Accessing DPS Through Diagnostics for Windows

To access DPS through Diagnostics for Windows, perform the following steps:

1. Turn on the computer and select Start > Control Panel >

Diagnostics for Windows.

A choice of five possible headings appears in the Diagnostics screen: Overview, Test, Status, Log, and Error.

2. Select Test > Type of Test.

A choice of three tests appear: Quick Test, Complete Test, and

Custom Test.

3. Select Custom Test.

A choice of two test modes is offered: Interactive Mode and

Unattended Mode.

4. Select Interactive Test > Storage > Hard Drives.

5. Select the specific drives to be tested > Drive Protection System

Test > Begin Testing.

When the test has been completed, one of three messages will be displayed for each of the drives tested:

Test Succeeded. Completion Code 0.

Test Aborted. Completion Code 1 or 2.

Test Failed. Drive Replacement Recommended. Completion

Code 3 through 14.

If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.

C–2 www.hp.com

Troubleshooting Guide

Drive Protection System (DPS)

Accessing DPS Through Computer Setup

When the computer does not power on properly you should use

Computer Setup to access the DPS program. To access DPS, perform the following steps:

1. Turn on or restart the computer.

2. When the F10 Setup message appears in the lower-right corner of the screen, press the

F10

key.

If you do not press the

F10

key while the message is displayed, you must turn the computer off, then on again, to access the utility.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.

3. Select Storage > DPS Self-Test.

The screen will display the list of DPS-capable hard drives that are installed on the computer.

If no DPS-capable hard drives are installed, the DPS Self-Test option will not appear on the screen.

4. Select the hard drive to be tested and follow the screen prompts to complete the testing process.

When the test has been completed, one of three messages will be displayed:

Test Succeeded. Completion Code 0.

Test Aborted. Completion Code 1 or 2.

Test Failed. Drive Replacement Recommended. Completion

Code 3 through 14.

If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.

Troubleshooting Guide www.hp.com

C–3

Drive Protection System (DPS)

C–4 www.hp.com

Troubleshooting Guide

D

Setting up Analog/Digital Audio Output

Troubleshooting Guide

Some computers may have an integrated audio solution that supports analog or digital external stereo speakers. These systems are capable of auto-sensing the speaker type and outputting the correct signal. To manually change between analog, digital, and auto-sense, complete the following set of procedures based on the operating system.

If you set digital as the Output Mode, the internal speaker and external analog speakers will no longer output audio until you switch back to an auto-sense or analog mode. If you set analog as the Output

Mode, external digital speakers will not function until you change the output mode back to an auto-sense or digital mode.

In Microsoft Windows XP:

1. Click Start > Control Panel and then double-click the Sounds,

Speech, and Audio Devices icon.

2. Select the Hardware tab.

3. Highlight the appropriate audio device.

4. Click Properties to open up the Device Properties panel.

5. Click the Properties tab.

6. Click the “+” next to Audio Devices to expand it.

7. Highlight the appropriate driver by clicking it.

8. Click Properties.

9. Click Settings.

10. Change the Output Mode to the desired setting.

11. Click OK to close the Properties panel.

12. Close the Control Panel.

www.hp.com

D–1

Setting up Analog/Digital Audio Output

D–2 www.hp.com

Troubleshooting Guide

A

access panel, removing

2–7

audible codes

A–14

audio output

D–1

audio problems

2–24

B

battery, replacing

2–6

beep codes

A–14

blank screen

2–19

booting options

Full Boot

A–1

Quick Boot

A–1

C

CD-ROM or DVD problems

2–39

CMOS backing up

B–1

button

B–1

,

B–3

clearing and resetting

B–3

Configuration Record Utility installing

1–10

overview

1–9

running

1–10

Customer Support

2–2

,

2–45

D

date and time display

2–6

Diagnostics for Windows detecting

1–2

installing

1–3

menu bar

1–5

overview

1–1

running tests

1–6

tool bar

1–5

Troubleshooting Guide www.hp.com

Index

diskette problems

2–12

Drive Key problems

2–41

Drive Protection System (DPS) accessing

C–2

overview

C–1

E

error codes

A–1

F

flashing LEDs

A–14

Full Boot

A–1

G

general problems

2–6

H

hard drive problems

2–15

hardware installation problems

2–30

helpful hints

2–4

I

Internet access problems

2–41

J

jumper settings

2–16

K

keyboard error code

A–5

solving problems

2–28

testing

2–4

L

LEDs blinking power

A–14

blinking PS/2 keyboard

A–14

Index–1

Index

M

memory error codes

A–4

solving problems

2–37

monitor blank screen

2–19

blurry video

2–21

checking connections

2–5

dim characters

2–21

monitor problems

2–19

mouse problems

2–28

MultiBay problems

2–18

,

A–10

N

network problems

2–33

numeric codes

A–2

O

optical drive problems

2–39

P

password clearing

B–1

features

B–1

power-on

B–1

resetting jumper

B–2

setup

B–1

POST enabling error messages

A–1

error messages

A–1

power supply problems

2–10

power-on password

B–1

printer problems

2–27

problems audio

2–24

CD-ROM and DVD

2–39

diskette

2–12

display

2–19

Index–2 www.hp.com

Drive Key

2–41

general

2–6

hard drive

2–15

installing hardware

2–30

Internet access

2–41

keyboard

2–28

memory

2–37

minor

2–4

mouse

2–29

MultiBay

2–18

,

A–10

network

2–33

optical drives

2–39

power supply

2–10

printer

2–27

processor

2–38

software

2–44

processor problems

2–38

Q

Quick Boot

A–1

R

resetting

CMOS

B–1

password jumper

B–1

RTC battery

A–4

S

security password

B–1

setup password

B–1

software protecting

1–11

restoring

1–11

software problems

2–44

Troubleshooting Guide

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