HP Compaq dc7600 Ultra-slim Desktop PC, Compaq dc7600 Small Form Factor PC, Compaq dc7600 Convertible Minitower PC User guide

HP Compaq dc7600 Ultra-slim Desktop PC, Compaq dc7600 Small Form Factor PC, Compaq dc7600 Convertible Minitower PC User guide

Troubleshooting Guide

Business PCs

Document Part Number: 384569-001

May 2005

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

© Copyright 2005 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice.

Microsoft, MS-DOS, and Windows 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.

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

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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 PCs

First Edition (May 2005)

Document Part Number: 384569-001

Contents

1 Computer Diagnostic Features

HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1

Accessing HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Survey Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5

Log Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6

Help Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6

Saving and Printing Information in HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–7

Downloading the Latest Version of HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–7

Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–23

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

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

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

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

Troubleshooting Guide www.hp.com

iii

Contents

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

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

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

Solving Front Panel Component Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–42

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–45

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–46

A POST Error Messages

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

POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . A–12

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 Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–2

Index

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Troubleshooting Guide

1

Computer Diagnostic Features

HP Insight Diagnostics

HP Insight Diagnostics is included on CD with some computer models only.

The HP Insight Diagnostics utility allows you to view information about the hardware configuration of the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.

The Survey tab is displayed when you invoke HP Insight Diagnostics.

This tab shows the current configuration of the computer. From the

Survey tab, there is access to several categories of information about the computer. Other tabs provide additional information, including diagnostic test options and test results. The information in each screen of the utility can be saved as an html file and stored on a diskette or

USB HP Drive Key.

Use HP Insight Diagnostics 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.

You should run tests, save the test results, and print them so that you have printed reports available before placing a call to the Customer

Support Center.

Third party devices may not be detected by HP Insight Diagnostics.

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1–1

Computer Diagnostic Features

Accessing HP Insight Diagnostics

You must boot to the Documentation and Diagnostics CD, as described in the steps below, to access HP Insight Diagnostics.

1. While the computer is on, insert the Documentation and

Diagnostics CD into an optical drive on the computer.

2. Shut down the operating system and turn off the computer.

3. Turn on the computer. The system will boot to the CD.

If the system does not boot to the CD in the optical drive, you may need to change the boot order in the Computer Setup (F10) utility so that the system attempts to boot to the optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for more information.

4. When prompted, press the

Y

key if you want to operate in Safe mode or any other key if you want to operate in Regular mode.

Regular mode is the default mode if no keys are pressed within the specified time frame. If the screen remains blank after pressing any key other than

Y

, try rebooting and select safe mode when prompted.

5. Select the appropriate language and click Continue.

It is recommended that you accept the assigned default keyboard for your language unless you want to test your specific keyboard.

6. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight Diagnostics utility launches with the Survey tab displayed.

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Troubleshooting Guide

Computer Diagnostic Features

Survey Tab

The Survey tab displays important system configuration information.

In the View section on the left side of the screen, you can select the

Summary view to see limited configuration data or select the

Advanced view to see all the data in the selected category. Regardless of whether you choose Advanced or Summary, the following categories of information are available on the Survey tab:

All—Gives a listing of all categories of information about the computer.

Overview—Gives you a listing of general information about the computer.

Architecture—Provides system BIOS and PCI device information.

Asset Control—Shows asset tag, system serial number, and processor information.

Communication—Shows information about the computer parallel

(LPT) and serial (COM) port settings, plus USB and network controller information.

Graphics—Shows information about the graphics controller of the computer.

Input Devices—Shows information about the keyboard, mouse, and other input devices connected to the computer.

Memory—Shows information about all memory in the computer.

This includes memory slots on the system board and any memory modules installed.

Miscellaneous—Shows information obtained from the computer configuration memory (CMOS), system management BIOS data, system board data, and diagnostics component information.

Storage—Shows information about storage media connected to the computer. This list includes all fixed disks, diskette drives, and optical drives.

System—Shows information about the system board, processor, chassis, and BIOS, plus internal speaker and PCI bus information.

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Computer Diagnostic Features

Test Tab

The Test tab allows you to choose various parts of the system to test.

You can also choose the type of test and testing mode.

There are two test modes to choose from:

Interactive Mode—Provides maximum control over the testing process. The diagnostic software will prompt you for input during tests that require your interaction.You may also determine whether the test passed or failed.

Unattended Mode—Does not display prompts and requires no interaction. If errors are found, they are displayed when testing is complete.

There are three types of tests to choose from:

Quick Test—Provides a predetermined script where a sample of each hardware component is exercised and requires no user intervention in either Unattended or Interactive mode.

Complete Test—Provides a predetermined script where each hardware component is fully tested. There are more tests available in the Interactive mode, but these require user intervention.

Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run.

To begin testing:

1. Select the Test tab.

2. On the left side of the tab, select the Type of Test to perform

(Quick, Complete, or Custom).

3. On the left side of the tab, select the Test Mode (Interactive or

Unattended).

4. Select the device to be tested from the drop-down list.

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Troubleshooting Guide

Status Tab

Computer Diagnostic Features

5. Choose how you want the test to be executed, either Number of

Loops or Total Test Time. When choosing to run the test over a specified number of loops, enter the number of loops to perform.

If you desire to have the diagnostic test for a specified time period, enter the amount of time in minutes.

6. Click Begin Testing to start the test. The Status tab, which allows you to monitor the progress of the test, is automatically displayed during the testing process. When the test is complete, the Status tab shows whether the device passed or failed.

7. If errors are found, go to the Log tab and click the Error Log to display more detailed information and recommended actions.

The Status tab displays the status of the selected tests. The type of test executed (Quick, Complete, or Custom) is also displayed. The main progress bar displays the percent complete of the current set of tests.

While testing is in progress, a Cancel Testing button is displayed for use if you want to cancel the test.

After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest button will retest the last set of tests executed. This enables you to re-run the set of tests without having to re-enter the data in the Test tab.

The Status tab also shows:

The devices being tested

The tests that are running

The overall elapsed time

The individual elapsed test times

The condition status of each test

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Computer Diagnostic Features

Log Tab

The Log tab contains two logs, a Test Log and an Error Log, each of which can be selected from the left side of the tab.

The Test Log displays all tests that have been executed, the number of times of execution, the number of times the test failed, and the time it took to complete the test. The Clear Test Log button will clear the contents of the Test Log.

The Error Log displays the tests for devices that have failed during the diagnostic testing and includes the following columns of information.

The Description section describes the error that the diagnostic test found.

The Recommended Repair will give a recommended action that should be performed to resolve the failed hardware.

The Failed Count is the number of times the test has failed.

The Error Code provides a numerical code for the failure. The error codes are defined in the Help tab.

The Clear Error Log button will clear the contents of the Error

Log.

Help Tab

On the Help tab you can select either Error Codes or Test

Components from the left side of the tab.

The Error Codes view provides a description of each numerical error code and recommended actions for each code. To find an error code description quickly, enter the code in the box at the top of the window and click the Find Error Codes button.

The Test Components view displays low-level information on tests that are run.

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Troubleshooting Guide

Computer Diagnostic Features

Saving and Printing Information in HP Insight

Diagnostics

You can save the information displayed in the HP Insight Diagnostics

Status and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will automatically create an html file that has the same appearance as the information displayed on the screen.

1. Insert a diskette or USB 2.0 HP Drive Key (capacity must be

64MB or higher). USB 1.0 Drive Keys are not supported.

2. Click Save in the upper right corner of the tab.

3. Select Save to the floppy or Save to USB key.

4. Enter a file name in the File Name box and click the Save button.

An html file will be saved to the inserted diskette or USB HP

Drive Key.

5. Print the information from the storage device used to save it.

To exit HP Insight Diagnostics, click Exit in the upper right corner of the screen then remove the Documentation and Diagnostics CD from the optical drive.

Downloading the Latest Version of HP Insight

Diagnostics

1. Go to www.hp.com

.

2. Click the Support & Drivers link.

3. Click the Download driver and software radio button.

4. Enter your product number (for example, dc7600) in the text box and press the

Enter

key.

5. Select your OS.

6. Click the Diagnostic link.

7. Locate HP Insight Diagnostics and click Download.

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Computer Diagnostic Features

The download includes instructions on how to create the bootable CD.

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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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 and

Diagnostics 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 and Diagnostics 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 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 and Diagnostics 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”

Run the Restore Plus! CD.

section in this guide.

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 Guide

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 some 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.

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

Cause

Software control of the power switch is not functional.

The Num Lock key may be on.

Solution

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

2. Disconnect the power cord from the electrical outlet.

Computer will not respond to USB keyboard or mouse.

Computer is in

standby mode.

Press the power button to resume from

standby mode.

System has locked up.

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 any unsaved 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 and Diagnostics CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

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 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. Ensure airflow to the computer is not blocked.

2. Ensure fans are connected and working properly (some fans only operate when needed).

3. Ensure 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.

Run virus protection program.

1. Close unnecessary applications to free up memory.

2. Add more memory.

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Troubleshooting Without Diagnostics

Solving General Problems (Continued)

Problem

Poor performance is experienced.

(continued)

Cause

Some software applications, especially games, are stressful on the graphics subsystem

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. (Beeps stop after fifth iteration but LEDs continue flashing).

Cause unknown.

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink is not properly attached to the processor.

Solution

1. Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.

2. Add more memory.

3. Upgrade the graphics solution.

Restart the computer.

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 some 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 off, 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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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- or 6-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.

Diskette is write-protected.

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.

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.

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.

Diskette is damaged.

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.

Open the locking device on the diskette.

Diskette write control is enabled.

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.

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.

Solution

When drive activity stops, remove the diskette and press the

Spacebar. The computer should start up.

Diskette error has occurred.

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.

Network server mode is enabled in Computer

Setup.

Removable media 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.

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.

Drive not found (identified).

Cause

Hard disk has bad sectors or has failed.

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

Cable could be loose.

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

Drive’s controller is disabled in Computer

Setup.

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.

Run Computer Setup and enable all the SATA controllers in Storage >

Storage Options.

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 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.

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.

Solution

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.

3. Install system files for the appropriate operating system.

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.

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

Boot Order list.

If attempting to boot from a hard drive, ensure it is attached to the system board connector labeled

P60 SATA 0.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem

Nonsystem disk/NTLDR missing message.

(continued)

Computer will not start.

Computer seems to be locked up.

Cause

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

Solution

Enter Computer Setup and select

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

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 some 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.

Troubleshooting Guide www.hp.com

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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 corrupted; system is running is Boot Block

Emergency Recovery

Mode (indicated by eight beeps).

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 system ROM with the latest BIOS image. See the “Boot

Block Emergency Recovery Mode” section of the Desktop Management

Guide on the Documentation and

Diagnostics CD for more information

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

Computer is in

standby mode.

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 any unsaved data.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

Blank screen (no video).

(continued)

Cause

Monitor cable is plugged into the wrong connector.

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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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

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.

Troubleshooting Guide www.hp.com

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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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

Cause

Pre-video graphics error.

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. (Beeps stop after fifth iteration but LEDs continue flashing.)

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

System board failure

(ROM detected failure prior to video).

Dim characters.

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.

Blurry video or requested resolution cannot be set.

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.

Disable monitor energy saver feature.

Adjust the monitor brightness and contrast controls.

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.

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

Install the video drivers included in the upgrade kit.

Change requested resolution.

Replace the graphics card.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

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

Cause

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

Image is not centered.

“No Connection, Check

Signal Cable” displays on screen.

“Out of Range” displays on screen.

Video resolution and refresh rate are set higher than what the monitor supports.

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

Monitor needs to be degaussed.

Position may need adjustment.

Monitor video cable is disconnected.

Monitor degaussing coil has been activated.

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.

Press the Menu button to access the

OSD menu. Select

ImageControl/ Horizontal

Position or Vertical Position to adjust the horizontal or vertical position of the image.

Connect the video cable between the monitor and computer.

Ä

Ensure that the computer power is off while connecting the video cable.

Restart the computer and enter Safe

Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect.

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

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem

Clicking noise coming from inside a CRT monitor.

High pitched noise coming from inside a flat panel monitor.

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)

Certain typed symbols do not appear correct.

Cause

Electronic relays have been activated inside the monitor.

Brightness and/or contrast settings are too high.

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

Graphics card is not seated properly or is bad.

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

Solution

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.

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.

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Troubleshooting Guide

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.

Sound does not come out of the speaker or headphones.

Cause

Processor resources are being used by other open applications.

Direct sound latency, common in many media player applications.

Software volume control is turned down.

Audio is hidden in

Computer Setup.

Solution

Shut down all open processor-intensive applications.

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.

5. 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.

Troubleshooting Guide www.hp.com

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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.

Solution

Turn on the external speakers.

External speakers plugged into the wrong audio jack.

Digital CD audio is not enabled.

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

Volume is muted.

See the sound card documentation for proper speaker connection.

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.

Computer is in

standby mode.

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 any unsaved data.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Audio Problems (Continued)

Problem

Sound from headphones is not clear or muffled.

Computer appears to be locked up while recording audio.

Cause

Headphones are plugged into the rear audio output connector.

The rear audio output connector is for powered audio devices and is not designed for headphone use.

The hard disk may be full.

Solution

Plug the headphones into the headphone connector on the front of the computer.

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.

Troubleshooting Guide www.hp.com

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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.

Make the proper network connections to the printer.

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

Printer may have failed.

Run printer self-test.

The cables may not be connected properly.

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

The correct printer driver for the application is not installed.

The cables may not be connected properly.

Install the correct printer driver for the application.

Reconnect all cables.

Printer memory may be overloaded.

The printer may be out of paper.

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.

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Troubleshooting Guide

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.

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.

Wireless device error.

Computer is in

standby mode.

1. Check the software, if available, for device status.

2. Check/replace device batteries.

3. Reset receiver and keyboard.

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 any unsaved data.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Keyboard Problems (Continued)

Problem

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

Cause

The Num Lock key may be on.

Solution

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.

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.

Program in use has stopped responding to commands.

Mouse may need cleaning.

Mouse may need repair.

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.

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

See the Worldwide Limited

Warranty for terms and conditions.

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Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Mouse Problems (Continued)

Problem

Mouse does not respond to movement or is too slow.

(continued)

Cause

Wireless device error.

Solution

1. Check the software, if available, for device status.

2. Check/replace device batteries.

3. Reset receiver and mouse.

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

Computer is in

standby mode.

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 any unsaved data.

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.

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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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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.

Graphics 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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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.

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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.

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 and Diagnostics

CD.

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

& Internet Communications Guide on the Documentation and

Diagnostics 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.

2–34 www.hp.com

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

Network controller interrupt is shared with an expansion board.

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

Under the Computer Setup

Advanced menu, change the resource settings for the board.

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.

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.

Troubleshooting Guide www.hp.com

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Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem

Network controller stops working without apparent cause. (continued)

New network card will not boot.

Cause

The network controller is defective.

Cannot connect to network server when attempting Remote

System Installation.

System setup utility reports unprogrammed

EEPROM.

Solution

Contact an authorized service provider.

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

The network controller is not configured properly.

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.

2–36 www.hp.com

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. (Beeps stop after fifth iteration but

LEDs continue flashing.)

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.

2–38 www.hp.com

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.

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

Movie will not play in the

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.

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.

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.

Wrong or poor quality media type.

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 Front Panel Component Problems

If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table.

Solving Front Panel Component Problems

Problem

A USB device, headphone, or microphone is not recognized by the computer.

Cause

Device is not properly connected.

The device does not have power.

The correct device driver is not installed.

Solution

1. Turn off the computer.

2. Reconnect the device to the front of the computer and restart the computer.

If the USB device requires AC power, be sure one end is connected to the device and one end is connected to a live outlet.

1. Install the correct driver for the device.

2. You might need to reboot the computer.

Troubleshooting Guide www.hp.com

2–41

Troubleshooting Without Diagnostics

Solving Front Panel Component Problems (Continued)

Problem

A USB device, headphone, or microphone is not recognized by the computer. (continued)

Cause

The cable from the device to the computer does not work.

Solution

1. If possible, replace the cable.

2. Restart the computer.

The device is not working.

1. Replace the device.

2. Restart the computer.

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.

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

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.

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.)

2–42 www.hp.com

Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Internet Access Problems (Continued)

Problem

Unable to connect to the

Internet. (continued)

Cause

The CAT5 UTP cable is disconnected.

Cannot automatically launch Internet programs.

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

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.

Troubleshooting Guide www.hp.com

2–43

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.

2–44 www.hp.com

Troubleshooting Guide

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.

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.

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.

Computer will not continue after HP logo screen has appeared.

“Illegal Operation has

Occurred” error message is displayed.

System files may be damaged.

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

Windows.

Configuration files are corrupt.

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.

Troubleshooting Guide www.hp.com

2–45

Troubleshooting Without Diagnostics

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 and Diagnostics CD for technical assistance.

2–46 www.hp.com

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 and Diagnostics 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.

103-System Board

Failure

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.

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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

162-System Options

Not Set

163-Time & Date

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.

Invalid time or date in configuration memory.

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. Ensure the ACPI/USB Buffers @ Top of

Memory setting in Computer Setup is enabled

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 and

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

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 and

Diagnostics 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 (continued)

164-Memory Size

Error

Probable Cause

CMOS jumper may not be properly installed.

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

Memory configuration incorrect.

Recommended Action

Check for proper placement of the CMOS jumper if applicable.

Press the F1 key to save the memory changes.

201-Memory Error

213-Incompatible

Memory Module in

Memory Socket(s) X,

X, ...

214-DIMM

Configuration

Warning

RAM failure.

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

Populated DIMM

Configuration is not optimized.

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 identified faulty memory module(s).

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

1. Verify proper memory module type.

2. Try another memory socket.

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

Rearrange the DIMMs so that each channel has the same amount of memory.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

219-ECC Memory

Module Detected

ECC Modules not supported on this

Platform

301-Keyboard Error Keyboard failure.

303-Keyboard

Controller Error

304-Keyboard or

System Unit Error

404-Parallel Port

Address Conflict

Detected

410-Audio Interrupt

Conflict

Probable Cause

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

I/O board keyboard controller.

Keyboard failure.

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

IRQ address conflicts with another device.

Recommended Action

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.

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.

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A–5

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

411-Network

Interface Card

Interrupt Conflict

501-Display

Adapter Failure

Probable Cause

IRQ address conflicts with another device.

Graphics display controller.

Recommended Action

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

510-Flash Screen

Image Corrupted

511-CPU, CPUA, or

CPUB Fan not

Detected

512-Chassis, Rear

Chassis, or Front

Chassis Fan not

Detected

514-CPU or Chassis

Fan not Detected

Flash Screen image has errors.

CPU fan is not connected or may have malfunctioned.

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.

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).

Reflash the system ROM with the latest

BIOS image.

1. Reseat CPU fan.

2. Reseat fan cable.

3. Replace CPU fan.

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.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

601-Diskette

Controller Error

605-Diskette Drive

Type Error

Probable Cause

Diskette controller circuitry or floppy drive circuitry incorrect.

Mismatch in drive type.

External tape drive not connected.

Recommended Action

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

912-Computer

Cover Has Been

Removed Since Last

System Startup

917-Front Audio Not

Connected

Configuration error.

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

Computer cover was removed since last system startup.

Front audio harness has been detached or unseated from motherboard.

Run Computer Setup and check the configuration in Advanced >

Onboard Devices.

Replace system board if minimal graphics degrading is an issue.

No action required.

Reconnect or replace front audio harness.

Troubleshooting Guide www.hp.com

A–7

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

918-Front USB Not

Connected

919-Multi-Bay Riser not Connected

921-Device in PCI

Express slot failed to initialize

1151-Serial Port A

Address Conflict

Detected

Probable Cause

Front USB harness has been detached or unseated from motherboard.

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

There is an incompatibility/problem with this device and the system or PCI Express

Link could not be retrained to an x1.

Both external and internal serial ports are assigned to COM1.

Recommended Action

Reconnect or replace front USB harness.

Reinsert riser card.

Try rebooting the system. If the error reoccurs, the device may not work with this system

1152-Serial Port B

Address Conflict

Detected

Both external and internal serial ports are assigned to COM2.

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.

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Troubleshooting Guide

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1155-Serial Port

Address Conflict

Detected

Probable Cause

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.

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

1720-SMART Hard

Drive Detects

Imminent Failure

1785-MultiBay incorrectly installed

Device IRQ address conflicts with another device.

Device IRQ address conflicts with another device.

Device IRQ address conflicts with another device.

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

(for integrated MultiBay/

USDT systems)

1. MultiBay device not properly seated.

2. MultiBay riser not properly seated.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

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 device is fully inserted.

2. Ensure the MultiBay riser is properly seated.

Troubleshooting Guide www.hp.com

A–9

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message

1794-Inaccessible devices attached to

SATA 1 and/or

SATA 3

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.

1796-SATA Cabling

Error

1801-Microcode

Patch Error

Invalid Electronic

Serial Number

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.

Processor is not supported by

ROM BIOS.

Electronic serial number has become corrupted.

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.

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. Upgrade BIOS to proper version.

2. Change the processor.

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–10 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 heatsink is properly seated and installed.

2. If the fan is plugged in and the heatsink is properly seated but the fan does not spin, then replace the heatsink-fan assembly.

Troubleshooting Guide www.hp.com

A–11

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 (some models only) or normal Suspend mode.

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

A–12 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.

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

Beeps Possible Cause Recommended Action

2 Processor thermal protection activated:

A fan may be blocked or not turning.

OR

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

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

1. Check to see that the processor is present.

2. Reseat the processor.

Troubleshooting Guide www.hp.com

A–13

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.

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

Beeps Possible Cause Recommended Action

4 Power failure

(power supply is overloaded).

1. Open the hood and ensure the 4 or

6-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.

5 Pre-video memory error.

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.

A–14 www.hp.com

Troubleshooting Guide

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

Beeps Possible Cause Recommended Action

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.

7

8

9

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

Invalid ROM based on bad checksum.

System powers on but is unable to boot.

Replace the system board.

1. Reflash the system ROM with the latest BIOS image. See the “Boot

Block Emergency Recovery Mode” section of the Desktop

Management Guide on the

Documentation and Diagnostics CD for more information.

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.

Troubleshooting Guide www.hp.com

A–15

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity

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

Beeps stop after fifth iteration but

LEDs continue until problem is solved.

Beeps Possible Cause Recommended Action

10 Bad option card.

1. Check each option 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.

A–16 www.hp.com

Troubleshooting Guide

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 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

A–17

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 and Diagnostics 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 and Diagnostics 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 and

Diagnostics 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 and Diagnostics 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 and Diagnostics 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 and

Diagnostics CD for further instructions on reestablishing passwords.

For instructions on Computer Setup, see the Computer Setup (F10)

Utility Guide on the Documentation and Diagnostics 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 and

Diagnostics CD for further instructions on reestablishing passwords.

For instructions on Computer Setup, see the Computer Setup (F10)

Utility Guide on the Documentation and Diagnostics CD.

Troubleshooting Guide www.hp.com

B–5

C

Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in some 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 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.

C–2 www.hp.com

Troubleshooting Guide

Index

A

access panel, removing

2–7

audible codes

A–12

audio problems

2–23

B

battery, replacing

2–6

beep codes

A–12

blank screen

2–18

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

Customer Support

2–2

,

2–46

D

date and time display

2–6

diagnostics utility

1–1

diskette problems

2–12

Drive Key problems

2–41

Drive Protection System (DPS)

C–1

E

error codes

A–1

F

flashing LEDs

A–12

Troubleshooting Guide

front panel problems

2–41

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

Insight Diagnostics

1–1

Internet access problems

2–42

K

keyboard error code

A–5

solving problems

2–27

testing

2–4

L

LEDs blinking power

A–12

blinking PS/2 keyboard

A–12

M

memory error codes

A–4

solving problems

2–37

monitor blank screen

2–18

blurry video

2–20

checking connections

2–5

www.hp.com

Index–1

Index

dim characters

2–20

monitor problems

2–18

mouse problems

2–27

MultiBay problems

2–17

,

A–9

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

2–26

problems audio

2–23

CD-ROM and DVD

2–39

diskette

2–12

display

2–18

Drive Key

2–41

front panel

2–41

general

2–6

hard drive

2–15

installing hardware

2–30

Internet access

2–42

keyboard

2–27

memory

2–37

minor

2–4

mouse

2–28

MultiBay

2–17

,

A–9

network

2–33

optical drives

2–39

power supply

2–10

printer

2–26

processor

2–38

software

2–45

processor problems

2–38

Q

Quick Boot

A–1

R

resetting

CMOS

B–1

password jumper

B–1

RTC battery

A–3

S

security password

B–1

setup password

B–1

software problems

2–45

protecting

1–8

restoring

1–8

system board, error codes

A–2

W

Wake-on-LAN feature

2–33

Index–2 www.hp.com

Troubleshooting Guide

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