Troubleshooting. Acer 5920G Series, 5920-6661 - Aspire - Core 2 Duo GHz

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Troubleshooting. Acer 5920G Series, 5920-6661 - Aspire - Core 2 Duo GHz | Manualzz

Chapter 4

Troubleshooting

Use the following procedure as a guide for computer problems.

NOTE: The diagnostic tests are intended to test only Acer products. Non-Acer products, prototype cards, or modified options can give false errors and invalid system responses.

1.

Obtain the failing symptoms in as much detail as possible.

2.

Verify the symptoms by attempting to re-create the failure by running the diagnostic test or by repeating the same operation.

3.

Use the following table with the verified symptom to determine which page to go to.

Symptoms (Verified)

Power failure (The power indicator does not go on or stay on).

POST does not complete. No beep or error codes are indicated.

POST detects an error and displayed messages on screen.

Other symptoms (i.e. LCD display problems or others).

Symptoms cannot be re-created (intermittent problems).

Go To

“Power System Check” on page 69

“Power-On Self-Test (POST) Error Message” on page 72

“Undetermined Problems” on page 84

“Error Message List” on page 73

“Power-On Self-Test (POST) Error Message” on page 72

Use the customer-reported symptoms and go to

“Power-On Self-Test (POST) Error Message” on page 72

“Intermittent Problems” on page 83

“Undetermined Problems” on page 84

Chapter 4 67

System Check Procedures

External Diskette Drive Check

Do the following to isolate the problem to a controller, driver, or diskette. A write-enabled, diagnostic diskette is required.

NOTE: Make sure that the diskette does not have more than one label attached to it. Multiple labels can cause damage to the drive or cause the drive to fail.

Do the following to select the test device:

1.

Boot from the diagnostics diskette and start the diagnostics program.

2.

See if FDD Test is passed as the program runs to FDD Test.

3.

Follow the instructions in the message window.

If an error occurs with the internal diskette drive, reconnect the diskette connector on the system board.

If the error still remains:

1.

Reconnect the external diskette drive/DVD-ROM module.

2.

Replace the external diskette drive/CD-ROM module.

3.

Replace the main board.

External CD-ROM Drive Check

Do the following to isolate the problem to a controller, drive, or CD-ROM. Make sure that the CD-ROM does not have any label attached to it. The label can cause damage to the drive or can cause the drive to fail.

Do the following to select the test device:

1.

Boot from the diagnostics diskette and start the diagnostics program.

2.

See if CD-ROM Test is passed when the program runs to CD-ROM Test.

3.

Follow the instructions in the message window.

If an error occurs, reconnect the connector on the System board. If the error still remains:

1.

Reconnect the external diskette drive/CD-ROM module.

2.

Replace the external diskette drive/CD-ROM module.

3.

Replace the main board.

Keyboard or Auxiliary Input Device Check

Remove the external keyboard if the internal keyboard is to be tested.

If the internal keyboard does not work or an unexpected character appears, make sure that the flexible cable extending from the keyboard is correctly seated in the connector on the system board.

If the keyboard cable connection is correct, run the Keyboard Test.

If the tests detect a keyboard problem, do the following one at a time to correct the problem. Do not replace a non-defective FRU:

1.

Reconnect the keyboard cables.

2.

Replace the keyboard.

3.

Replace the main board.

The following auxiliary input devices are supported by this computer:

T

Numeric keypad

T

External keyboard

68 Chapter 4

If any of these devices do not work, reconnect the cable connector and repeat the failing operation.

Memory check

Memory errors might stop system operations, show error messages on the screen, or hang the system.

1.

Boot from the diagnostics diskette and start the doagmpstotics program (please refer to main board).

2.

Go to the diagnostic memory in the test items.

3.

Press F2 in the test items.

4.

Follow the instructions in the message window.

NOTE: Make sure that the DIMM is fully installed into the connector. A loose connection can cause an error.

Power System Check

To verify the symptom of the problem, power on the computer using each of the following power sources:

1.

Remove the battery pack.

2.

Connect the power adapter and check that power is supplied.

3.

Disconnect the power adapter and install the charged battery pack; then check that power is supplied by the battery pack.

If you suspect a power problem, see the appropriate power supply check in the following list:

T

“Check the Power Adapter” on page 70

T

“Check the Battery Pack” on page 71

Chapter 4 69

Check the Power Adapter

Unplug the power adapter cable from the computer and measure the output voltage at the plug of the power adapter cable. See the following figure:

Pin 1: +19 to +20.5V

Pin 2: 0V, Ground

1.

If the voltage is not correct, replace the power adapter.

2.

If the voltage is within the range, do the following:

T

T

Replace the System board.

If the problem is not corrected, see “Undetermined Problems” on page 84.

T

If the voltage is not correct, go to the next step.

NOTE: An audible noise from the power adapter does not always indicate a defect.

3.

If the power-on indicator does not light up, check the power cord of the power adapter for correct continuity and installation.

4.

If the operational charge does not work, see “Check the Battery Pack” on page 71.

70 Chapter 4

Check the Battery Pack

To check the battery pack, do the following:

From Software:

1.

Check out the Power Management in Control Panel

2.

In Power Meter, confirm that if the parameters shown in the screen for Current Power Source and Total

Battery Power Remaining are correct.

3.

Repeat the steps 1 and 2, for both battery and adapter.

4.

This helps you identify first the problem is on recharging or discharging.

From Hardware:

1.

Power off the computer.

2.

Remove the battery pack and measure the voltage between battery terminals 1(+) and 6(ground). See the following figure

3.

If the voltage is still less than 7.5 Vdc after recharging, replace the battery.

To check the battery charge operation, use a discharged battery pack or a battery pack that has less than 50% of the total power remaining when installed in the computer.

If the battery status indicator does not light up, remove the battery pack and let it return to room temperature.

Re-install the battery pack.

If the charge indicator still does not light up, replace the battery pack. If the charge indicator still does not light up, replace the DC/DC charger board.

Touchpad Check

If the touchpad doesn’t work, do the following actions one at a time to correct the problem. Do not replace a non-defective FRU:

1.

Reconnect the touchpad cables.

2.

Replace the touchpad.

3.

Replace the system board.

After you use the touchpad, the pointer drifts on the screen for a short time. This self-acting pointer movement can occur when a slight, steady pressure is applied to the touchpad pointer. This symptom is not a hardware problem. No service actions are necessary if the pointer movement stops in a short period of time.

Chapter 4 71

Power-On Self-Test (POST) Error Message

The POST error message index lists the error message and their possible causes. The most likely cause is listed first.

NOTE: Perform the FRU replacement or actions in the sequence shown in FRU/Action column, if the FRU replacement does not solve the problem, put the original part back in the computer. Do not replace a non-defective FRU.

This index can also help you determine the next possible FRU to be replaced when servicing a computer.

If the symptom is not listed, see “Undetermined Problems” on page 84.

The following lists the error messages that the BIOS displays on the screen and the error symptoms classified by function.

NOTE: Most of the error messages occur during POST. Some of them display information about a hardware device, e.g., the amount of memory installed. Others may indicate a problem with a device, such as the way it has been configured.

NOTE: If the system fails after you make changes in the BIOS Setup Utility menus, reset the computer, enter

Setup and install Setup defaults or correct the error.

72 Chapter 4

Index of Error Messages

Error Code List

006

010

070

071

072

110

<No error code>

<No error code>

Error Codes Error Messages

Equipment Configuration Error

Causes:

1. CPU BIOS Update Code Mismatch

2. IDE Primary Channel Master Drive Error

(THe causes will be shown before “Equipment Configuration

Error”)

Memory Error at xxxx:xxxx:xxxxh (R:xxxxh, W:xxxxh)

Real Time Clock Error

CMOS Battery Bad

CMOS Checksum Error

System disabled.

Incorrect password is specified.

Battery critical LOW

In this situation BIOS will issue 4 short beeps then shut down system, no message will show.

Thermal critical High

In this situation BIOS will shut down system, not show message.

Error Message List

Error Messages

Failure Fixed Disk

Stuck Key

Keyboard error

Keyboard Controller Failed

Keyboard locked - Unlock key switch

FRU/Action in Sequence

Reconnect hard disk drive connector.

“Load Default Settings” in BIOS Setup Utility.

Hard disk drive

System board

see “Keyboard or Auxiliary Input Device Check” on page 68. see “Keyboard or Auxiliary Input Device Check” on page 68. see “Keyboard or Auxiliary Input Device Check” on page 68.

Unlock external keyboard

Monitor type does not match CMOS - Run Setup Run “Load Default Settings” in BIOS Setup Utility.

Shadow RAM Failed at offset: nnnn BIOS ROM

System board

System RAM Failed at offset: nnnn

Extended RAM Failed at offset: nnnn

DIMM

System board

DIMM

System board

System battery is dead - Replace and run Setup Replace RTC battery and Run BIOS Setup Utility to reconfigure system time, then reboot system.

System CMOS checksum bad - Default configuration used

RTC battery

Run BIOS Setup Utility to reconfigure system time, then reboot system.

System timer error RTC battery

Run BIOS Setup Utility to reconfigure system time, then reboot system.

System board

Chapter 4 73

74

Error Message List

Real time clock error

Previous boot incomplete - Default configuration used

Memory size found by POST differed from

CMOS

Diskette drive A error

Incorrect Drive A type - run SETUP

System cache error - Cache disabled

CPU ID:

DMA Test Failed

Software NMI Failed

Fail-Safe Timer NMI Failed

Device Address Conflict

Allocation Error for device

Failing Bits: nnnn

Fixed Disk n

Error Messages

Invalid System Configuration Data

I/O device IRQ conflict

Operating system not found

FRU/Action in Sequence

RTC battery

Run BIOS Setup Utility to reconfigure system time, then reboot system.

System board

Run “Load Default Settings” in BIOS Setup Utility.

RTC battery

System board

Run “Load Default Settings” in BIOS Setup Utility.

DIMM

System board

Check the drive is defined with the proper diskette type in BIOS

Setup Utility

See “External Diskette Drive Check” on page 68.

Check the drive is defined with the proper diskette type in BIOS

Setup Utility

System board

System board

DIMM

System board

DIMM

System board

DIMM

System board

Run “Load Default Settings” in BIOS Setup Utility.

RTC battery

System board

Run “Load Default Settings” in BIOS Setup Utility.

RTC battery

System board

DIMM

BIOS ROM

System board

None

BIOS ROM

System board

Run “Load Default Settings” in BIOS Setup Utility.

RTC battery

System board

Enter Setup and see if fixed disk and drive A: are properly identified.

Diskette drive

Hard disk drive

System board

Chapter 4

Error Message List

No beep, power-on indicator turns off and LCD is blank.

No beep Error Messages

No beep, power-on indicator turns on and LCD is blank.

No beep, power-on indicator turns on and LCD is blank. But you can see POST on an external

CRT.

No beep, power-on indicator turns on and a blinking cursor shown on LCD during POST.

FRU/Action in Sequence

Power source (battery pack and power adapter). See “Power

System Check” on page 69..

Ensure every connector is connected tightly and correctly.

Reconnect the DIMM.

LED board.

System board.

Power source (battery pack and power adapter). See “Power

System Check” on page 69..

Reconnect the LCD connector

Hard disk drive

LCD inverter ID

LCD cable

LCD Inverter

LCD

System board

Reconnect the LCD connectors.

LCD inverter ID

LCD cable

LCD inverter

LCD

System board

Ensure every connector is connected tightly and correctly.

System board

No beep during POST but system runs correctly. Speaker

System board

Chapter 4 75

Phoenix BIOS Beep Codes

Code Beeps

28h

29h

2Ah

2Ch

2Eh

20h

22h

24h

26h

17h

18h

1Ah

1Ch

12h

13h

14h

16h

08h

09h

0Ah

0Bh

02h

03h

04h

06h

0Ch

0Eh

0Fh

10h

11h

2Fh

30h

3Ah

3Ch

3Dh

42h

45h

32h

33h

36h

38h

1-2-2-3

1-3-1-1

1-3-1-3

1-3-4-1

1-3-4-3

1-4-1-1

76

POST Routine Description

Verify Real Mode

Disable Non-Maskable Interrupt (NMI)

Get CPU type

Initialize system hardware

Initialize chipset with initial POST values

Set IN POST flag

Initialize CPU registers

Enable CPU cache

Initialize caches to initial POST values

Initialize I/O component

Initialize the local bus IDE

Initialize Power Management

Load alternate registers with initial POST values

Restore CPU control word during warm boot

Initialize PCI Bus Mastering devices

Initialize keyboard controller

BIOS ROM checksum

Initialize cache before memory autosize

8254 timer initialization

8237 DMA controller initialization

Reset Programmable Interrupt Controller

Test DRAM refresh

Test 8742 Keyboard Controller

Set ES segment register to 4 GB

Enable A20 line

Autosize DRAM

Initialize POST Memory Manager

Clear 215 KB base RAM

RAM failure on address line xxxx

RAM failure on data bits xxxx of low byte of memory bus

Enable cache before system BIOS shadow

RAM failure on data bits xxxx of high byte of memory bus

Test CPU bus-clock frequency

Initialize Phoenix Dispatch Manager

Warm start shut down

Shadow system BIOS ROM

Autosize cache

Advanced configuration of chipset registers

Load alternate registers with CMOS values

Initialize interrupt vectors

POST device initialization

Chapter 4

7Eh

80h

81h

82h

70h

72h

76h

7Ch

83h

84h

85h

86h

87h

88h

89h

8Ah

8Bh

67h

68h

69h

6Ah

60h

62h

64h

66h

6Bh

6Ch

6Eh

59h

5Ah

5Bh

5Ch

51h

52h

54h

58h

4Bh

4Ch

4Eh

50h

46h

48h

49h

4Ah

Chapter 4

Code

2-1-2-3

Beeps

2-2-3-1

POST Routine Description

Check ROM copyright notice

Check video configuration against CMOS

Initialize PCI bus and devices

Initialize all video adapters in system

QuietBoot start (optional)

Shadow video BIOS ROM

Display BIOS copyright notice

Display CPU type and speed

Initialize EISA board

Test keyboard

Set key click if enabled

Test for unexpected interrupts

Initialize POST display service

Display prompt “Press F2 to enter SETUP”

Disable CPU cache

Test RAM between 512 and 640 KB

Test extended memory

Test extended memory address lines

Jump to User Patch1

Configure advanced cache registers

Initialize Multi Processor APIC

Enable external and CPU caches

Setup System Management Mode (SMM) area

Display external L2 cache size

Load custom defaults (optional)

Display shadow-area message

Display possible high address for UMB recovery

Display error messages

Check for configuration errors

Check for keyboard errors

Set up hardware interrupt vectors

Initialize coprocessor if present

Disable onboard Super I/O ports and IRQs

Late POST device initialization

Detect and install external RS232 ports

Configure non-MCD IDE controllers

Detect and install external parallel ports

Initialize PC-compatible PnP ISA devices

Re-initialize onboard I/O ports

Configure Motherboard Configurable Devices

(optional)

Initialize BIOS Area

Enable Non-Maskable Interrupts (NMIs)

Initialize Extended BIOS Data Area

Test and initialize PS/2 mouse

77

78

C3h

C4h

C5h

C6h

BFh

C0h

C1h

C2h

B5h

B6h

B9h

BAh

BBh

BCh

BDh

BEh

C7h

C8h

C9h

A4h

A8h

AAh

ACh

AEh

B0h

B2h

B4h

9Eh

9Fh

A0h

A2h

99h

9Ah

9Ch

9Dh

92h

93h

95h

96h

8Ch

8Fh

90h

91h

97h

98h

Code

1-2

1

Beeps POST Routine Description

Initialize floppy controller

Determine number of ATA drives (optional)

Initialize hard-disk controllers

Initialize local-bus hard-disk controllers

Jump to UserPatch2

Build MPTABLE for multi-processor boards

Install CD ROM for boot

Clear huge ES segment register

Fixup Multi Processor table

Search for option ROMs. One long, two short beeps on checksum failure.

Check for SMART drive (optional)

Shadow option ROMs

Set up Power Management

Initialize security engine (optional)

Enable hardware interrupts

Determine number of ATA and SCSI drives

Set time of day

Check key lock

Initialize Typematic rate

Erase F2 prompt

Scan for F2 key stroke

Enter SETUP

Clear Boot flag

Check for errors

POST done- prepare to boot operating system

One short beep before boot

Terminate QuietBoot (optional)

Check password (optional)

Prepare Boot

Initialize DMI parameters

Initialize PnP Option ROMs

Clear parity checkers

Display MultiBoot menu

Clear screen (optional)

Check virus and backup reminders

Try to boot with INT 19

Initialize POST Error Manager (PEM)

Initialize error logging

Initialize error display function

Initialize system error handler

PnPnd dual CMOS (optional)

Initialize notebook docking (optional)

Initialize notebook docking late

Force check (optional)

Extended checksum (optional)

Chapter 4

D2h

Code

E8h

E9h

EAh

EBh

ECh

EDh

EEh

EFh

E4h

E5h

E6h

E7h

E0h

E1h

E2h

E3h

F4h

F5h

F6h

F7h

F0h

F1h

F2h

F3h

Code

1

Beeps

Beeps

POST Routine Description

Unknown interrupt

Initialize the chipset

Initialize the bridge

Initialize the CPU

Initialize the system timer

Initialize system I/O

Check force recovery boot

Checksum BIOS ROM

Go to BIOS

Set Huge Segment

Initialize Multi Processor

Initialize OEM special code

Initialize PIC and DMA

Initialize Memory type

Initialize Memory size

Shadow Boot Block

System memory test

Initialize interrupt vectors

Initialize Run Time Clock

Initialize video

Initialize System Management Mode

Output one beep before boot

Boot to Mini DOS

Clear Huge Segment

Boot to Full DOS

Chapter 4 79

Index of Symptom-to-FRU Error Message

LCD-Related Symptoms

Symptom / Error

LCD backlight doesn't work

LCD is too dark

LCD brightness cannot be adjusted

LCD contrast cannot be adjusted

Unreadable LCD screen

Missing pels in characters

Abnormal screen

Wrong color displayed

LCD has extra horizontal or vertical lines displayed.

Action in Sequence

Enter BIOS Utility to execute “Load Setup Default Settings”, then reboot system.

Reconnect the LCD connectors.

Keyboard (if contrast and brightness function key doesn't work).

LCD inverter ID

LCD cable

LCD inverter

LCD

System board

Reconnect the LCD connector

LCD inverter ID

LCD cable

LCD inverter

LCD

System board

LCD inverter ID

LCD inverter

LCD cable

LCD

System board

Indicator-Related Symptoms

Symptom / Error

Indicator incorrectly remains off or on, but system runs correctly

Action in Sequence

Reconnect the inverter board

Inverter board

System board

Power-Related Symptoms

Symptom / Error

Power shuts down during operation

The system doesn’t power-on.

The system doesn’t power-off.

Action in Sequence

Power source (battery pack and power adapter). See “Power

System Check” on page 69.

Battery pack

Power adapter

Hard drive & battery connection board

System board

Power source (battery pack and power adapter). See “Power

System Check” on page 69.

Battery pack

Power adapter

Hard drive & battery connection board

System board

Power source (battery pack and power adapter). See “Power

System Check” on page 69.

Hold and press the power switch for more than 4 seconds.

System board

80 Chapter 4

Power-Related Symptoms

Symptom / Error

Battery can’t be charged

Action in Sequence

See “Check the Battery Pack” on page 71.

Battery pack

System board

PCMCIA-Related Symptoms

Symptom / Error

System cannot detect the PC Card (PCMCIA) PCMCIA slot assembly

System board

PCMCIA slot assembly

Action in Sequence

PCMCIA slot pin is damaged.

Memory-Related Symptoms

Symptom / Error

Memory count (size) appears different from actual size.

Action in Sequence

Enter BIOS Setup Utility to execute “Load Default Settings, then reboot system.

DIMM

System board

Speaker-Related Symptoms

Symptom / Error

In Windows, multimedia programs, no sound comes from the computer.

Audio driver

Speaker

System board

Internal speakers make noise or emit no sound.

Speaker

System board

Action in Sequence

Power Management-Related Symptoms

Symptom / Error

The system will not enter hibernation

The system doesn't enter hibernation mode and four short beeps every minute.

The system doesn’t enter standby mode after closing the LCD

The system doesn't resume from hibernation mode.

The system doesn't resume from standby mode after opening the LCD.

Action in Sequence

See “Save to Disk (S4)” on page 45.

Keyboard (if control is from the keyboard)

Hard disk drive

System board

Press Fn+

o

and see if the computer enters hibernation mode.

Touchpad

Keyboard

Hard disk connection board

Hard disk drive

System board

See “Save to Disk (S4)” on page 45.

LCD cover switch

System board

See “Save to Disk (S4)” on page 45.

Hard disk connection board

Hard disk drive

System board

See “Save to Disk (S4)” on page 45.

LCD cover switch

System board

Chapter 4 81

82

Power Management-Related Symptoms

Symptom / Error

Battery fuel gauge in Windows doesn’t go higher than 90%.

System hangs intermittently.

Action in Sequence

Remove battery pack and let it cool for 2 hours.

Refresh battery (continue use battery until power off, then charge battery).

Battery pack

System board

Reconnect hard disk/CD-ROM drives.

Hard disk connection board

System board

Peripheral-Related Symptoms

Symptom / Error

System configuration does not match the installed devices.

External display does not work correctly.

USB does not work correctly

Print problems.

Serial or parallel port device problems.

Action in Sequence

Enter BIOS Setup Utility to execute “Load Default Settings”, then reboot system.

Reconnect hard disk/CD-ROM/diskette drives.

Press Fn+F5, LCD/CRT/Both display switching

System board

System board

Ensure the “Parallel Port” in the “Onboard Devices Configuration” of

BIOS Setup Utility is set to Enabled.

Onboard Devices Configuration

Run printer self-test.

Printer driver

Printer cable

Printer

System Board

Ensure the “Serial Port” in the Devices Configuration” of BIOS Setup

Utility is set to Enabled.

Device driver

Device cable

Device

System board

Keyboard/Touchpad-Related Symptoms

Symptom / Error

Keyboard (one or more keys) does not work.

Touchpad does not work.

Action in Sequence

Reconnect the keyboard cable.

Keyboard

System board

Reconnect touchpad cable.

Touchpad board

System board

Modem-Related Symptoms

Symptom / Error

Internal modem does not work correctly.

Modem phone port modem combo board

System board

Action in Sequence

NOTE: If you cannot find a symptom or an error in this list and the problem remains, see “Undetermined

Problems” on page 84.

Chapter 4

Intermittent Problems

Intermittent system hang problems can be caused by a variety of reasons that have nothing to do with a hardware defect, such as: cosmic radiation, electrostatic discharge, or software errors. FRU replacement should be considered only when a recurring problem exists.

When analyzing an intermittent problem, do the following:

1.

Run the advanced diagnostic test for the system board in loop mode at least 10 times.

2.

If no error is detected, do not replace any FRU.

3.

If any error is detected, replace the FRU. Rerun the test to verify that there are no more errors.

Chapter 4 83

Undetermined Problems

The diagnostic problems does not identify which adapter or device failed, which installed devices are incorrect, whether a short circuit is suspected, or whether the system is inoperative.

Follow these procedures to isolate the failing FRU (do not isolate non-defective FRU).

NOTE: Verify that all attached devices are supported by the computer.

NOTE: Verify that the power supply being used at the time of the failure is operating correctly. (See “Power

System Check” on page 69.):

1.

Power-off the computer.

2.

Visually check them for damage. If any problems are found, replace the FRU.

3.

Remove or disconnect all of the following devices:

T

Non-Acer devices

T

T

T

T

Printer, mouse, and other external devices

Battery pack

Hard disk drive

DIMM

T

T

CD-ROM/Diskette drive Module

PC Cards

4.

Power-on the computer.

5.

Determine if the problem has changed.

6.

If the problem does not recur, reconnect the removed devices one at a time until you find the failing FRU.

7.

If the problem remains, replace the following FRU one at a time. Do not replace a non-defective FRU:

T

T

System board

LCD assembly

84 Chapter 4

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