HP 002-01A Troubleshooting guide

HP 002-01A Troubleshooting guide
Troubleshooting and Maintenance Guide
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Table of Contents
Maintenance............................................................................................1
Creating Data Backup Discs ....................................................................................1
Creating System Recovery Disks ...............................................................................1
Security Updates ....................................................................................................1
Reviewing Programs that Run Automatically at Startup ................................................1
Keeping the Computer Free of Dust and Dirt ..............................................................2
Cleaning the computer and monitor .....................................................................2
Cleaning fans, heat sink, and inside computer ......................................................3
Cleaning the keyboard and mouse ......................................................................3
Running the Disk Cleanup Program...........................................................................3
Manual disk cleanup..........................................................................................3
Automatic disk cleanup ......................................................................................4
Running the Disk Defragmenter Program....................................................................4
Checking for Hard Disk Drive Errors .........................................................................5
Understanding Hard Disk Drive Space ......................................................................5
Troubleshooting Computer Problems ........................................................6
Audio ...................................................................................................................6
CD and DVD Drives ................................................................................................8
Video..................................................................................................................10
Display (Monitor)..................................................................................................11
Hard Disk Drive....................................................................................................12
Hardware Installation............................................................................................12
Internet Access .....................................................................................................14
Keyboard and Mouse ...........................................................................................16
Power .................................................................................................................19
Performance ........................................................................................................20
Miscellaneous ......................................................................................................21
Repairing Software Problems ................................................................23
Restarting Your Computer ......................................................................................23
Turning Off Your Computer....................................................................................23
Updating Drivers ..................................................................................................23
Table of Contents
iii
iv
Table of Contents
Maintenance
It is important that you keep current backups of your
important data, protect against data loss, and perform
simple maintenance of your computer to ensure that it
works at peak performance.
Creating Data Backup Discs
If you ever need to perform a system recovery, the
process deletes data and returns your system to its
factory state. Back up data before a problem occurs.
An external hard disk drive is the best way to back up
important data. Or, use CD or DVD recording (or
burning) software to create backup discs of important
information, including personal files, e-mail messages,
and Web site bookmarks.
When writing data to a backup disc, you should use
software that includes write verification functionality.
This feature compares the data on your hard disk drive
with the data copied to the backup media, ensuring
that it is an exact copy.
If you encounter recording issues with discs, try
alternate media (different types or brands). Also, use
the Windows Explorer tool to view your files and verify
that all content was copied. To open Windows
Explorer, right-click the Windows Start Button®,
and then click Explore.
Creating System Recovery Disks
One of the first things to do when you get a new
computer is to create system recovery discs. In the
event of a full system crash, these discs can be used to
return your system to its original factory condition.
Refer to your System Recovery documentation by
clicking the Windows Start Button and then
User Guides.
Security Updates
Keeping your system free from viruses and spyware is
just as important as backing up your files.
To check for security software updates:
1 Click the Windows Start Button, and then
click Control Panel.
2 Under Security, click Check for Updates.
3 Download and install any updates by clicking
Install Updates.
To schedule automatic security updates:
1 Click the Windows Start Button, and then
click Control Panel.
2 Under Security, click Turn automatic
updating on or off.
3 Follow onscreen instructions to schedule updates.
Reviewing Programs that Run
Automatically at Startup
Set the Windows Start Menu to open only needed
software programs, to improve system speed and
performance:
1 Click the Windows Start Button, All
Programs, and then click Windows
Defender.
2 Click Tools.
3 Click Software Explorer.
4 In the Category list, select Startup Programs.
5 Select the program that you want to prevent from
running, and then click Disable.
Maintenance
1
Keeping the Computer Free of
Dust and Dirt
Physical maintenance of your hardware is required to
keep components working well. This includes cleaning
keyboards, screens, and internal fans in the computer.
You might notice that your computer is getting louder
when it runs. This can be caused by dust buildup on
the inside. When dust buildup gets to a certain point,
the system can overheat, causing automatic shutdown.
Refer to the Upgrading and Servicing Guide to access
the inside of the computer. Locate this guide by clicking
Windows Start Button and then User Guides.
You will need:
a clean, dry, lint-free cloth
isopropyl or rubbing alcohol (optional)
small battery-operated vacuum cleaner
can of compressed air with small sprayer tube
Cleaning vents
Air vents keep the computer and monitor cool. To
maintain efficient air flow, keep these vents clean by
using a small battery-operated vacuum cleaner.
(A battery-operated vacuum cleaner eliminates the risk
of electric shock.)
1 Ensure the computer is off and unplugged.
2 Run the vacuum cleaner over all the vents in the
computer case.
3 Pay particular attention to two system vents:
top vents above the main system fan (A)—use
compressed air to thoroughly remove dust.
hard disk drive vents (B)—use compressed air
on each vent to remove dust. Access these
vents by taking off the internal PCI cover in the
computer. Refer to “Removing the Internal
Covers” in your Upgrading and Servicing
Guide.
A
Cleaning the computer and monitor
1 Unplug the computer from its power source.
2 Unplug the monitor from its power source.
3 Use a clean, dry cloth to dust the computer case
and the monitor case.
D
4 Use a clean cloth dampened with warm water to
wipe the computer case and the monitor case
clean.
5 If there is sticker residue or a spill on the computer
or monitor case, use isopropyl or rubbing alcohol
and a lint-free cloth to remove it.
NOTE: Do not use water on the monitor screen.
6 Use a clean cloth to dry the computer and
monitor case.
7 Use a clean, dry cloth to clean the monitor screen;
or, for more thorough cleaning, use an antistatic
screen cleaner and a clean cloth.
2
Troubleshooting and Maintenance Guide
C
B
4 Remove any debris that has accumulated in and
around the computer ports (for example, the
Ethernet and USB ports).
Cleaning fans, heat sink, and inside
computer
If you have a rollerball mouse, clean the ball and
rollers inside:
Critical components inside your computer system are
cooled by fans. The heat sink absorbs and dissipates
heat. When dust builds up on the fans and heat sink, it
creates a blanket effect, causing components to
overheat, leading to poor system performance,
automatic shutdown, or early part failure.
1 Turn the mouse upside down.
Refer to your Upgrading and Servicing Guide to
remove parts and access the inside of your computer.
1 Ensure the computer is off and unplugged.
2 Remove the left side of the computer.
3 Remove all the hard disk drives (C), and use
compressed air to remove dust from the fan on the
left of the disk drive area (the fan is visible only
when the drives are removed).
4 (Air-cooled systems) With the small tube attached
to the compressed air sprayer, blow dust off the
heat sink (D).
5 (Liquid-cooled systems) Blow the dust through the
radiators, from the inside out.
6 Blow off the dust from all other fans.
7 Vacuum all bottom surfaces on the computer
inside.
Cleaning the keyboard and mouse
When cleaning the keyboard keys, use a low setting
on the battery-operated vacuum cleaner, to avoid
removing key caps and springs.
2 Rotate the ball-cover ring counterclockwise to
remove the ring and release the roller ball.
3 Rinse the roller ball with soap and warm water.
4 Clean the rollers inside the mouse with a cotton
swab dampened with isopropyl alcohol.
5 After the roller ball and rollers are completely dry,
replace the ball and ball-cover ring.
Running the Disk Cleanup
Program
The Disk Cleanup software program frees up space on
your hard disk drive by removing temporary and
unused files (including temporary Internet files and files
in the Recycle Bin). Either run Disk Cleanup manually,
or set it up to run automatically.
Manual disk cleanup
1 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Disk Cleanup.
Disk Cleanup searches for files to delete and
calculates how much disk space can be saved.
2 Place a check mark in the check box next to the
file types you want to delete.
3 Click OK, and then click Delete Files to finish
deleting the selected files.
1 Vacuum between the keys of the keyboard and
along the grooves.
2 Use a clean, dry cloth and isopropyl alcohol to
clean buildup on the keyboard keys and along the
keyboard edges.
3 Wipe the body of the mouse and the mouse cord
with cleaning wipes or a cloth and cleanser.
Maintenance
3
Automatic disk cleanup
1 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Task Scheduler.
2 Click Action, and then click Create
Basic Task.
3 Type a name for the task, and an optional
description.
4 Click Next, and then click Next again.
5 Select the reoccurrence, and then click Next.
6 Select the time at which to run Disk Cleanup, and
then click Next. Disk Cleanup may take a long
time, so select a time when the computer is on but
not in use.
7 Select Start a program, and then click Next.
8 Under Program/Script, click Browse.
The Disk Defragmenter program groups the
fragmented files together on your hard disk drive to
improve computer performance. This does not affect
the location of files and folders on your computer.
NOTE: The Disk Defragmenter program may take a
long time to complete. You can run it unattended
overnight.
1 Save your work and close all open programs.
2 Press the Ctrl, Alt, and Delete keys simultaneously.
3 Click Start Task Manager.
4 On the Applications tab, select all the programs
that are listed, and then click End Task. Close the
Task Manager.
5 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Disk Defragmenter.
9 Type cleanmgr.exe, click Open, and then
click Next.
6 Click Defragment Now.
10 Review the summary of the schedule that you set.
When you are done, click Finish. Disk Cleanup
will run at the time that you set.
If Disk Defragmenter repeatedly starts, a background
program is still accessing the hard disk drive. Restart
the computer in Safe Mode, and then run the Disk
Defragmenter program again:
Running the Disk Defragmenter
Program
When Microsoft® Windows Vista® stores files on your
hard disk drive, it often divides them into fragments so
that they fit into the available space on the drive.
When you open a fragmented file, the process takes
more time, because it must be retrieved from more than
one place.
1 Click the Windows Start
Button, click the Arrow button
next to the Lock button, and then click Restart.
2 As soon as the first logo screen appears, press the
F8 key.
3 In the Windows Advanced Options menu, use the
arrow keys to select Safe Mode, and then press
Enter.
4 After Windows Vista starts, use the preceding
procedure to run the Disk Defragmenter program.
5 To turn off Safe Mode, repeat step 1.
4
Troubleshooting and Maintenance Guide
Checking for Hard Disk Drive
Errors
Understanding Hard Disk Drive
Space
Perform the following procedure to check the integrity
of the hard disk drive in Windows Vista. Close all
open programs before beginning the disk check.
The hard disk drive on the Hewlett-Packard and
Compaq computers with the Windows Vista operating
system preinstalled may appear to be smaller than
what is stated in the product specifications, in the
documentation, or on the box. Hard disk drives are
described and advertised by manufacturers in terms of
decimal (base 10) capacity. Windows Vista and other
programs, such as FDISK, use the binary (base 2)
numbering system.
1 Click the Windows Start Button, and then
click Computer.
2 Right-click the hard disk drive that you want to
check, and then click Properties.
3 Click the Tools tab.
4 Under Error-checking, click Check Now.
5 If desired, place a check mark in the
Automatically fix file system errors and
Scan for and attempt recovery of bad
sectors check boxes.
6 Click Start. If you are prompted to restart the
computer, click Yes.
The computer will restart and check the hard disk
drive for errors.
In decimal notation, one megabyte (MB) is equal to
1,000,000 bytes, and one gigabyte (GB) is equal to
1,000,000,000 bytes. In the binary numbering
system, one megabyte is equal to 1,048,576 bytes,
and one gigabyte is equal to 1,073,741,824 bytes.
Because of the different measuring systems, you may
see a difference between the size reported by
Windows Vista and the size advertised. The storage
capacity of the hard disk drive is as advertised.
Windows Vista reports smaller capacity in the
Windows Explorer tool and in the Computer window,
because it shows information about one partition on
the hard disk drive at a time. One of the partitions
contains the system recovery information.
Maintenance
5
Troubleshooting Computer Problems
The troubleshooting tables in this section appear in the
following order:
Audio
CD and DVD Drives
Video
Display (Monitor)
Hard Disk Drive
Hardware Installation
Internet Access
Keyboard and Mouse
Power
Performance
Miscellaneous
For more information about monitor problems, or for
problems related specifically to your printer, refer to
the documentation provided by the product
manufacturer.
Audio
Symptom
Possible solution
No sound is produced.
Press the Mute button on the keyboard to see whether the Mute feature is
enabled.
Or
1 Click the Windows Start Button, and then click Control Panel.
2 Click Hardware and Sound, and then click Adjust system
volume.
3 If programs are muted, click the Mute button to unmute them.
Click the Volume icon (
increase the volume.
) on the task bar, or use the keyboard controls to
Ensure that powered (active) speakers are turned on.
Turn off your computer and reconnect the speakers. Ensure that the speakers
are connected to an audio connector, not a Line In or headphone connector.
Press the Sleep button (select models only) or the Esc key on the keyboard, to
resume from sleep mode.
Unplug headphones if they are connected to your computer.
Sound is only coming out of
two speakers.
6
Ensure that all speakers are connected into the correct audio connectors.
Troubleshooting and Maintenance Guide
Audio (continued)
Symptom
Possible solution
Codec error messages appear
when certain audio files are
played.
Open the file in Windows Media Player. Ensure that Windows Media Player is
configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download codec files.
If the correct codec is not available, check whether an update is available
for Windows Media Player.
For more information, open Windows Media Player Help and search for
codec.
Volume is very low or
unsatisfactory.
Detached non-powered speakers (speakers without a separate power cord)
will not produce satisfactory sound. Replace the non-powered speakers with
powered speakers. Powered speakers have a power cord and On button, and
they connect to the Audio Out (green) connector on the back of the computer.
-1
Troubleshooting Computer Problems
7
CD and DVD Drives
Symptom
Possible solution
The CD or DVD drive cannot
read a disc, or it takes too
long to start.
Ensure that the disc is inserted with the label facing up and centered in the tray.
Wait at least 30 seconds for the drive to determine the type of media.
Clean the disc with a disc cleaning kit, available from most computer stores.
The driver may be corrupted or outdated. For detailed information about
restoring and updating drivers, visit the HP Web site.
I cannot remove a CD or DVD.
Turn on your computer, and then press the Eject button closest to the drive to
open the tray.
If you suspect a problem with the Eject button itself:
1 Click the Windows Start Button, and then click Computer.
2 Right-click the CD or DVD drive you want to open, and then click Eject.
I cannot record (burn) a disc.
Ensure that the disc is inserted with the label facing up and centered in the tray.
Verify that you are using the correct disc type (media) for the drive. Try a
different brand of disc.
Ensure that the disc is clean and undamaged. If recording stopped during a
recording session, the disc may be damaged; use a different disc.
Use the correct type of disc for the type of files that you are recording.
When using a CD-R disc, ensure that it is blank if you are recording music, and
that it is blank or appendable (with space to add more data files) if you are
recording data.
Verify that you are using the correct disc type when you make a copy of a disc.
Some recording programs can record only to the same disc type as the source.
For example, you can record a DVD only to a DVD+R/-R or a DVD+RW/-RW
disc, and you can record a CD only to a CD-R or a CD-RW disc.
Ensure that the disc is in the correct drive, and that you specify the same drive
in the CD or DVD recording software.
8
Troubleshooting and Maintenance Guide
CD and DVD Drives (continued)
Symptom
Possible solution
I cannot record (burn) a disc.
(continued)
Select a slower write speed for the recording drive, if a slower speed is
available.
The recording software may not let you add a track if it exceeds the available
space on your disc. You can make space available by removing one or more
tracks from the list before recording the files to the disc.
Close all software programs and windows before recording.
Ensure that you have enough available space on your hard disk drive to store
a temporary copy of the content:
1 Click the Windows Start Button, and then click Computer.
2 Right-click the hard disk drive, and then click Properties to view the
available space.
If you are on a network, copy the files from a network drive to your hard disk
drive first, and then record them to disc.
Close all programs and windows, and then restart your computer.
I cannot add data to a DVD.
Ensure that you set the correct recording option (append or add data files) in
your DVD recording software.
Titles of music tracks are not
displayed for the CD.
For the artist, title, and track information to appear when you play music CDs,
the computer must be connected to the Internet. This information is not
recorded on the disc.
Track information may not be available for every CD.
An error message appears
when I capture video.
You may need to select the capture device if your computer has both analog
and digital video capture devices. To find out how to change the video device
selection, refer to the Help menu in the video capture program.
I cannot play a DVD movie on
a DVD player.
Your DVD player cannot play video files that were recorded onto the DVD as
data files. To play a movie properly, use a video recording program. Some
video files may be viewed on a computer, but not on a home DVD video
player.
Troubleshooting Computer Problems
9
Video
Symptom
Possible solution
Some video files do not play.
Your file may be corrupt or in an unsupported format. Open the video file in a
video editor, and then resave the file in a supported format.
Codec error messages appear Open the file in Windows Media Player. Ensure that Windows Media Player is
when I play certain video files. configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download codec files.
If the correct codec is not available, check whether an update is available
for Windows Media Player.
For more information, open Windows Media Player Help and search for
codec.
Error message: Files Needed
To Display Video Are Missing
or Corrupt.
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Tasks, click Device Manager.
3 Click the plus sign (+) next to Sound, video and game controllers.
4 Right-click TV tuner (select models only), and then click Update Driver
Software.
5 Select Search automatically for updated driver software.
6 Follow the instructions to update the driver.
7 If you are prompted, restart the computer.
Graphics become corrupted
when I play video games.
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Tasks, click Device Manager.
3 Click the plus sign (+) next to Display adapters.
4 Right-click the video card, and then click Update Driver Software.
5 Select Search automatically for updated driver software.
6 Follow the onscreen instructions to update the driver.
7 If you are prompted, restart the computer.
Undo any overclocking you may have done to your video card.
10
Troubleshooting and Maintenance Guide
Display (Monitor)
In addition to the information listed here, also refer to the documentation that came with your monitor.
Symptom
Possible solution
Screen is blank, and monitor
power light is not lit.
Reconnect the power cord to the back of the monitor and to the wall outlet.
Screen is blank.
Press the space bar on the keyboard, or move the mouse, to make the screen
display visible again.
Press the On button on the front of the monitor.
Press the Sleep button (select models only), or the Esc key on the keyboard, to
resume from sleep mode.
Press the On button to turn on the computer.
Inspect the monitor video connector for bent pins:
If any of the pins are bent, replace the monitor connector cable.
If no pins are bent, reconnect the monitor connector cable to the computer.
Ensure that the video cards are properly seated in the connection slots on the
motherboard. For more information, refer to the Upgrading and Servicing
Guide.
Images on the screen are too
large or too small, or the
images are fuzzy.
Adjust the monitor resolution setting in Windows Vista:
1 Right-click the desktop, and then click Personalize.
2 Click Display Settings.
3 Adjust the Resolution slider as necessary.
Troubleshooting Computer Problems
11
Hard Disk Drive
Symptom
Possible solution
Computer seems to be locked
up and is not responding.
Use the Windows Task Manager to close any programs not responding, or
restart the computer:
1 Press the Ctrl, Alt, and Delete keys on the keyboard simultaneously.
2 Click Start Task Manager.
3 Select the program that is not responding, and then click End Task.
If closing programs does not work, restart the computer:
1 Press the Ctrl, Alt, and Delete keys on the keyboard simultaneously.
2 Click the arrow next to the red Shut Down button, and then click
Restart.
Or
1 Press and hold the On button for 5 or more seconds to turn off the
computer.
2 Press the On button to start the computer.
Error message: Hard disk
drive error.
Press the Help ? button on the keyboard to open the Help and Support Center,
or refer to the Limited Warranty and Support Guide to contact Support.
A
Hardware Installation
Symptom
Possible solution
A new device is not
recognized as part of the
system.
Install the device driver from the CD provided with the device, or download
and install the driver from the device manufacturer’s Web site.
You may need an updated driver for Windows Vista. Contact the device
vendor directly for an update.
For HP peripherals, visit the HP Web site. For details, refer to the Limited
Warranty and Support Guide for details.
Ensure that all cables are properly and securely connected, and that the pins in
the cable or connector are not bent.
Turn off the computer, turn on the external device, and then turn on the
computer to integrate the device with the computer.
Restart the computer, and then follow the onscreen instructions to accept the
changes.
Disable the automatic settings in the operating system for the card, and choose
a basic configuration that does not cause a resource conflict.
You can also reconfigure or disable devices to resolve the resource conflict.
12
Troubleshooting and Maintenance Guide
Hardware Installation (continued)
Symptom
Possible solution
A new device does not work.
To install or uninstall a device driver, you must be logged in
with administrative privileges. If you need to switch users, click
the Windows Start Button, click the Arrow button next to
the Lock button, and then click Switch User. Choose a user with
administrative privileges.
A device does not work after
installing a new device.
To resolve a device conflict, you may need to disable one of the devices or
uninstall an old device driver:
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Tasks, click Device Manager.
3 Click the plus sign (+) next to the problem device, and check for
exclamation points in a yellow circle near the device icon. The
exclamation point means that there is a device conflict or a problem with
the device. Exclamation points do not always appear when a device is not
working properly.
4 If you have removed a hardware device, and the device driver is listed in
the Device Manager, this may be causing the device conflict. To uninstall
the old driver so that the new device driver works properly, right-click the
device, click Uninstall, and then click OK.
5 Double-click the name of the device, and then select Properties.
6 Click the Resources tab to verify that there is a device conflict.
7 Click the General tab to see whether your device is enabled and working
properly. If it is available, click the Troubleshoot button, and then follow
the onscreen instructions in the device troubleshooter wizard.
8 Click the Windows Start Button, click the Arrow
button next to the Lock button, and then click Restart.
Troubleshooting Computer Problems
13
Internet Access
Symptom
Possible solution
I cannot connect to the
Internet.
Verify Internet settings, or contact your Internet Service Provider (ISP) for
assistance.
Verify that you are using the proper cables for your Internet connection type.
Your computer may have a modem and an Ethernet network adapter (also
called a network interface card, or NIC). A modem uses a standard telephone
cable to make a dial-up connection. A NIC uses a network cable to connect to
a local area network (LAN). Do not connect a telephone cable to the NIC. Do
not plug a network cable into a telephone service line; doing so may damage
the NIC.
For more information about connecting to the Internet, press the Help ? button
on the keyboard to open the Help and Support Center.
Verify that the Web browser is installed and set up to work with your ISP.
If your system has external antennas, try to move the antenna to a better
position. If the antenna is internal, try to move the chassis.
Try to connect again later, or contact your ISP for assistance.
I cannot automatically start
Internet programs.
Log in to your ISP, and start the desired program.
Web pages load slowly.
Verify that the correct modem speed and COM port are selected:
1 Click the Windows Start Button, and then click Control Panel.
2 Click Hardware and Sound.
3 Double-click Phone and Modem Options.
4 Click the Modems tab, and then click the Properties button.
5 In the Device status area, verify that the modem is working properly.
Note that Web pages do not always load as quickly as files stored on your
computer. Web pages may also load slowly if there is currently a high demand
for the Web site.
The AOL program opens even
when it is not being used.
You may want to remove the AOL program.
To uninstall AOL:
1 Click the Windows Start Button, and then click Control Panel.
2 Click Uninstall a program.
3 Select America Online, click Uninstall, and then follow the onscreen
instructions.
NOTE: Removing the AOL program will not cancel your account with AOL.
14
Troubleshooting and Maintenance Guide
Internet Access (continued)
Symptom
Possible solution
My Internet browser home
page changed to something
I did not want.
You may have spyware on your computer. Spyware is software that usually
runs silently in the background on your computer, collecting and sending
information about you and your use of the computer to another person or
system on the Internet.
You can find and remove spyware from your computer by using any one of a
number of software programs available for this purpose, including Windows
Defender.
To scan for spyware by using Windows Defender:
1 Click the Windows Start Button, All Programs, then click
Windows Defender.
2 Click Scan.
Note that many of the popular virus protection programs also include tools that
scan for and remove spyware from your computer.
To avoid getting spyware on your computer:
Unwanted pop-up
advertisements display on my
computer when I am
connected to the Internet.
Do not install programs if you are not sure they come from reputable
companies. Check the company Web site carefully for information about
what is included with the program.
Do not automatically click Yes when a download window asks if it is OK
to install a program on your computer. Read the message in the window
and ensure that it is a software program that you really want.
This is typically caused by adware or advertising-supported software.
You can configure your Web browser to block pop-ups. For example, in
Internet Explorer, click Tools, and then click Pop-up Blocker.
To remove adware from your computer, use the antispyware/adware program
included on your computer (select models only), or use any one of a number of
available software programs that remove adware programs.
Note that many of the popular virus protection programs also include tools that
scan for and remove adware from your computer.
Troubleshooting Computer Problems
15
Keyboard and Mouse
Symptom
Possible solution
Keyboard commands and
typing are not recognized by
the computer.
Turn off the computer by using the mouse, reconnect the keyboard to the back
of the computer, and then turn on the computer.
Keyboard Print button does
not work.
Use the Print menu item in the program (usually located on the File menu).
Wireless keyboard or mouse
does not work or is not
detected.
Check for these problems:
Ensure that the mouse and keyboard are within range of the receiver.
Replace the batteries in the keyboard and mouse.
Turn each device over, take off the battery cover, remove the old batteries,
and insert new alkaline batteries. Do not use rechargeable batteries.
Ensure that the mouse is not in suspend mode, which occurs after
20 minutes of inactivity. Click the left mouse button to reactivate it.
Resynchronize the keyboard and mouse to the receiver:
1 Plug the receiver into a USB port on the computer.
If you have a choice, use a USB port on the front of the computer.
2 Push the Connect button (a) on the receiver (which is also the LED light),
and hold it for 5 to 10 seconds, until the blue light starts to flash.
a
3 Check that the mouse is on, and push and hold the Connect button (b) on
the underside of the mouse until the blue LED on the receiver stops
flashing.
b
NOTE: The receiver connection session times out after 60 seconds. To ensure
that the connection was established, and that the receiver did not time out
instead, move the mouse and check for response.
16
Troubleshooting and Maintenance Guide
Keyboard and Mouse (continued)
Symptom
Possible solution
Wireless keyboard or mouse
does not work or is not
detected.
(continued)
After the mouse connection is established, repeat the procedure with the
keyboard:
1 Push the Connect button on the receiver and hold it for 5 to 10 seconds,
until the blue light starts to flash.
2 Push and hold the Connect button (c) on the underside of the keyboard
until the blue LED on the receiver stops flashing.
c
Refer to the documentation that came with the keyboard and mouse.
Mouse (with cable) does not
work or is not detected.
Unplug and reconnect the mouse cable to the computer.
Cursor does not respond to
mouse movement.
Restart your computer by using the keyboard:
If the mouse is still not detected, turn off the computer, reconnect the mouse
cable, and then restart the computer.
1 Press the Alt and Tab keys on the keyboard simultaneously, to navigate to
an open program.
2 Press the Ctrl and S keys on the keyboard simultaneously to save your
changes in the selected program (Ctrl+S is the keyboard shortcut for Save
on most—not all—programs).
3 After saving changes in all open programs, press the Ctrl and Esc keys on
the keyboard simultaneously to display the Windows Start Menu.
4 Use the arrow keys to select the Arrow button next to the
Lock button. Select Shut Down, and then press the Enter
key on the keyboard.
5 After the shutdown is complete, reconnect the mouse connector to the back
of your computer, and then turn on the computer.
Cursor responds slowly to
mouse movement.
If you have a rollerball mouse, clean the roller ball. For detailed cleaning
instructions, go to: http://www.hp.com/support
Select your country/region and language, search on your computer model
number, and then search on the keyword cleaning.
For a mouse with a roller ball, use a mouse pad or other rough surface under
the mouse. For an optical mouse, try a less reflective surface under the mouse.
Troubleshooting Computer Problems
17
Keyboard and Mouse (continued)
Symptom
Possible solution
I cannot move the cursor using
the arrow keys on the number
key pad.
Press the Num Lock key. The Num Lock light should not be on if you want to use
the arrow keys on the number key pad.
Cursor moves only vertically
or horizontally (or it does not
move smoothly on the screen).
Remove the rollerball cover from bottom of mouse (by rotating it
counterclockwise), remove the ball, and clean it with a damp, lint-free cloth
(not paper). Also clean the rollers on which the ball moves.
Optical mouse does not track
the cursor well.
Place the mouse on a mouse pad or sheet of white paper, or gently wipe the
light sensor lens on the bottom of the mouse with a lint-free cloth (not paper).
Cursor moves too fast or
too slow.
Adjust the cursor speed:
1 Click the Windows Start Button, and then click Control Panel.
2 Click Hardware and Sound, and then click Mouse.
3 Click the Pointer Options tab.
4 Adjust the Motion slider toward either Slow or Fast, to decrease or
increase the speed at which the cursor responds to mouse movement.
5 Click OK.
18
Troubleshooting and Maintenance Guide
Power
Symptom
Possible solution
Computer will not turn on
or start.
Ensure that the cables connecting the computer to the external power source
are plugged in properly.
When the cables connecting the computer to the external power source are
plugged in properly, and the wall outlet is functioning, the green power supply
light on the back of the computer should be on; if it is not, refer to the Limited
Warranty and Support Guide to contact Support.
Ensure that the switch on the back of your power supply is set to the ON
position.
If the screen is blank, the monitor may not be properly connected. Connect the
monitor to the computer, plug it in, and turn it on. See “Display (Monitor)” on
page 11.
Set the line voltage selection switch to the correct setting for your
country/region, or refer to the Limited Warranty and Support Guide to contact
Support.
Test the wall outlet by connecting a different electrical device to it.
Incompatible memory (RAM) may have been installed. Reinstall the old
memory to return the computer to its original state. For instructions, refer to the
Upgrading and Servicing Guide.
Reseat the hard disk drive data and power cables. For instructions, refer to the
Upgrading and Servicing Guide.
Error message: Invalid system
disk or Non-System disk or
disk error.
When drive activity stops, remove the disk and press the spacebar on the
keyboard. The computer should start up.
Computer does not turn off
when the On button is
pressed.
Press and hold the On button until the computer turns off.
Computer shuts down
automatically.
The computer may be in an exceedingly hot environment. Let it cool down.
Computer displays the wrong
date and time.
The real-time clock (RTC) battery may need to be replaced. Battery life is
approximately seven years.
Ensure that the computer air vents are not blocked, and that the internal fan is
running. Note that your computer may not have an internal fan.
Before replacing the battery, try resetting the date and time in Windows Vista
by using Control Panel. If the problem persists, replace the battery. For
instructions, refer to the Upgrading and Servicing Guide.
Troubleshooting Computer Problems
19
Performance
Symptom
Possible solution
Software programs and files
take longer than normal to
open or respond.
If you created multiple user accounts on your computer, ensure that no other
users are logged in. If there are multiple users logged in simultaneously, system
resources must be shared among them.
Run the Disk Cleanup program to delete unwanted files (including temporary
Internet files, installed components and programs that you no longer use, and
files in the Recycle Bin) from your hard disk drive:
1 Click the Windows Start Button, All Programs, Accessories,
System Tools, and then click Disk Cleanup.
2 Select the drive on which you want to perform the cleanup.
3 Place a check mark in the check box next to the file types that you want to
delete.
4 Click OK, and then click OK to permanently delete the files.
Run the Disk Defragmenter program to group fragmented files together on your
hard disk drive to improve performance. This does not affect the location of
files and folders on your computer.
NOTE: The Disk Defragmenter program may take a long time to complete. It is
a good idea to run it overnight.
1 Save your work and close all other programs.
2 Press the Ctrl, Alt, and Delete keys on the keyboard simultaneously.
3 Click Start Task Manager.
4 On the Applications tab, select all the programs that are listed, and then
click End Task. Close the Task Manager.
5 Click the Windows Start Button, All Programs, Accessories,
System Tools, and then click Disk Defragmenter.
6 Click Defragment now.
Remove unused programs:
1 Click the Windows Start Button, and then click Control Panel.
2 Click Uninstall a program.
3 Select the program you want to remove, and then click Uninstall.
4 Follow the onscreen instructions.
20
Troubleshooting and Maintenance Guide
Performance (continued)
Symptom
Possible solution
Software programs and files
take longer than normal to
open or respond.
(continued)
Check for hard disk drive errors:
1 Close all open programs and windows.
2 Click the Windows Start Button, and then Computer.
3 Right-click the hard disk drive that you want to check, and then click
Properties.
4 Click the Tools tab.
5 Under Error-checking, click Check Now.
6 If desired, place a check mark in the Automatically fix file system
errors and Scan for and attempt recovery of bad sectors check
boxes.
7 Click Start. If you are prompted to restart the computer, click Yes.
System shuts down on its own.
When the computer or its parts get overheated, the system shuts down. Clean
the computer at least every 2 to 3 months, and more if it is a dusty
environment. See “Keeping the Computer Free of Dust and Dirt” on page 2.
\
Miscellaneous
Symptom
Possible solution
Computer overheats.
If your computer is liquid-cooled, and if you replaced the power supply, check
that all cables you disconnected are reconnected.
A buildup of dust also causes overheating. See “Keeping the Computer Free of
Dust and Dirt” on page 2.
Error message: Insufficient
memory.
Close all open programs, and then try the desired task again,
or restart your computer (click the Windows Start Button,
click the Arrow button next to the Lock button, and then click
Restart). If the message displays again, consider purchasing and installing
additional memory.
Troubleshooting Computer Problems
21
Miscellaneous (continued)
Symptom
Possible solution
Remote sensor is not receiving
a signal from the remote
control (select models only).
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Tasks, click Device Manager.
3 Click the plus sign (+) next to Universal Serial Bus Controllers.
4 If eHome Infrared Receiver is listed under Universal Serial Bus Controllers,
Windows Vista is properly detecting the infrared (IR) receiver. If it is not
listed, go to the next step.
5 Unplug the end of the USB cable on the remote sensor from the computer,
and then plug it back into the same USB port.
6 Disconnect all other USB devices, leaving the remote sensor connected,
and then restart the computer. Connect other USB devices after the remote
sensor appears in the Device Manager window.
Memory card reader
(select models only) cannot
read my memory card.
Do not insert or remove memory cards when the in-use light is flashing. Doing
so may cause data loss or permanently damage the card reader.
Some memory cards have a Read/Write or Security switch. Ensure the switch
is set to Write Enabled before you attempt to write data to the card.
Ensure that the amount of data you are storing has not exceeded the storage
limit of the memory card.
Ensure that the memory card is one of the supported types:
CompactFlash (I, II, and Microdrive), Memory Stick, Memory Stick Pro,
MultiMedia, Secure Digital, SmartMedia, or xD. Some models may support
additional types.
Ensure that the memory card is fully inserted into the correct slot.
Inspect the ends of the memory card for dirt or material that closes a hole or
spoils a metal contact. Clean the contacts with a lint-free cloth and a small
amount of isopropyl alcohol. Replace the memory card if necessary.
22
Troubleshooting and Maintenance Guide
Repairing Software Problems
Your computer uses the operating system and installed
software programs during normal operation. If your
computer works improperly or stops, you may be able
to repair it.
Restarting Your Computer
Restarting is the simplest repair method for your
computer. When you restart, the computer reloads the
operating system and software into its memory.
Updating Drivers
A driver is a software program that enables your
computer to communicate with an attached device,
such as a printer, hard disk drive, mouse, or keyboard.
Complete the following procedure to update a driver,
or to revert (or roll back) to an earlier version of the
driver if the new one does not solve your problem:
To restart your computer:
1 Click the Windows Start Button, right-click
Computer, and then click Properties.
1 Close all open programs and windows.
2 Under Tasks, click Device Manager.
2 Click the Windows Start
Button, click the Arrow button
next to the Lock button, and then
click Restart.
3 Click the plus sign (+) to expand the type of device
for which you want to update or roll back the
driver, (for example, DVD/CD-ROM drives).
Turning Off Your Computer
When you turn off your computer and then turn it on
again, you force the computer to reload the operating
system into its memory, which clears some tracking
information. This may eliminate some problems that
can remain after you perform a restart.
To turn off your computer:
1 Close all open programs and windows.
4 Double-click the specific item (for example,
HP DVD Writer 640b).
5 Click the Driver tab.
6 To update a driver, click Update Driver, and
then follow the onscreen instructions.
Or
To revert to an earlier version of a driver, click
Rollback Driver, and then follow the onscreen
instructions.
2 Click the Windows Start
Button, click the Arrow button
next to the Lock button, and then
click Shut Down.
3 Start your computer by pressing the On button.
Repairing Software Problems
23
Part number 5992-0899
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