Compaq 177620-006 User Manual

Troubleshooting Guide

Compaq Evo Desktop Family Compaq Evo Workstation Family

Document Part Number: 177620-006

May 2002

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

Compaq, the Compaq logo and Evo are trademarks of Compaq Information Technologies Group, L.P. in the U.S. and/or other countries.

Microsoft, MS-DOS, Windows, Windows NT, and Windows XP are trademarks of Microsoft Corporation in the U.S. and/or other countries.

All other product names mentioned herein may be trademarks of their respective companies.

Compaq shall not be liable for technical or editorial errors or omissions contained herein. The information is provided “as is” without warranty of any kind and is subject to change without notice. The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.

WARNING: Text set off in this manner indicates that failure to follow

directions could result in bodily harm or loss of life.

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 Sixth Edition May 2002 Document Part Number: 177620-006

Contents

1 Computer Diagnostic Features

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

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

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

Running Diagnostic Tests in Compaq Diagnostics for Windows . . . . . . . . . . . . . 1–5

Compaq Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Running Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

Starting the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

2 Troubleshooting Without Diagnostics

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

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving SCSI Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35

Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36

Troubleshooting Guide iii

Contents

A Post Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1

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

B Password Security and Resetting CMOS

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

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

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

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

C Drive Protection System (DPS)

Introducing the Drive Protection System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–1

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

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

D Setting up Analog/Digital Audio Output

Microsoft Windows 98 and Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . D–1

Microsoft Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

E Installing SCSI Drivers for Windows NT Installation

Index

iv Troubleshooting Guide

Computer Diagnostic Features

Compaq Diagnostics for Windows

The Compaq Diagnostics for Windows (DFW) utility is a component of Intelligent Manageability that allows you to view information about the hardware and software configuration of your computer while running Microsoft Windows (Microsoft Windows 98, Microsoft Windows Me, Microsoft Windows 2000, Microsoft Windows NT 4.0, and Microsoft Windows XP). It also allows you to perform hardware and software tests on the subsystems of your computer.

When you invoke Diagnostics for Windows, the Overview screen is displayed, which shows the current configuration of the computer. From the Overview screen, there is access to several categories of information about the computer and the Tes t tab. The information in every screen of the utility can be saved to a file or printed.

To test all subsystems, you must log in as the administrator. If you do

✎

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

Troubleshooting Guide 1–1

Computer Diagnostic Features

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

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

File—Save As, Print, Printer Setup, Exit

■

Categories—See the list of categories in the following section

■

Navigation—Previous Category (F5), Next Category (F6)

■

Level—Less (F7), More (F8) <information on the screen>

■

Tab—Overview, Test, Status, Log, Error

■

Help—Contents, How to use Help, About

■

ToolBar—Icons for Different Categories of Information

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

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

■

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

■

information

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

■

Communication—Ports in system and information about each

■

Storage—Storage drives in system and information about each

■

Graphics—Graphics system information

■

Memory—System board and Windows memory information

■

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

■

information

Windows—Windows information

■

Architecture—PCI Device information

■

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

■

Health—Status of system temperature and hard drives

■

Miscellaneous—CMOS, DMI, BIOS, System, Product Name,

■

and Serial Number

1–2 Troubleshooting Guide

Tabs—Overview, Test, Status, Log, Error

Below the ToolBar are five tabs:

Overview—The Overview window displays general overview

■

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

Test—The Test window allows you to choose various parts of

■

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

Status—The Status window displays the status of each test in

■

progress. You can cancel testing by clicking the Cancel Testing button.

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

■

Error—The Error window displays any errors that occurred

■

during device testing. The window lists the device being tested, the type and number of errors, and the error code.

Computer Diagnostic Features

Installing Compaq Diagnostics for Windows

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

1. Close any Windows applications.

2. Double-click the Compaq Diagnostics for Windows icon,

located on the Windows Desktop.

Troubleshooting Guide 1–3

Computer Diagnostic Features

3. Click Next to install Compaq Diagnostics for Windows.

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

If you want to upgrade an existing version of Compaq Diagnostics

✎

for Windows installed on your computer, visit www.compaq.com/support/files and click on an applicable product. In the next window, find Option 2—Locate by Category. Select Management Applications and Utilities. Click Locate Software and download the latest version. Execute the downloaded file and select Repair to update the installed version. This will cause the new version to overwrite the old version.

Using Categories in Compaq Diagnostics for Windows

To use the categories do the following:

1. Click Start > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq Diagnostics for Windows icon, located in the Control Panel.

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

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

As you move your cursor over the toolbar icons, the corresponding

✎

category name displays near the cursor.

3. To display more detailed information in a selected category, click More in the Information Level box in the lower left corner of the window or click Level at the top of the screen and select More.

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

1–4 Troubleshooting Guide

Computer Diagnostic Features

To print the information, click File, then select Print. Select one of

✎

the following options: Detailed Report (All Categories), Summary Report (All Categories), or Current Category. Click OK to print

the report you selected.

To save the information, click File, then select Save As. Select one of

✎

the following options: Detailed Report (All Categories), Summary Report (All Categories), or Current Category. Click OK to save

the report you selected.

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

Running Diagnostic Tests in Compaq Diagnostics for Windows

To run diagnostic tests:

1. Click Start > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq Diagnostics for Windows icon, located in the Control Panel.

The screen displays the overview of the computer hardware and software. Five tabs are displayed below the row of icons: Overview, Test, Status, Log, and Error.

2. Click the Tes t tab, or click Ta b at the top of the screen and select Tes t.

Troubleshooting Guide 1–5

Computer Diagnostic Features

3. Select one of the following options:

To test all subsystems, you must log in as the administrator. If you do

✎

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

4. Select Interactive Mode or Unattended Mode. In Interactive

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

❏

Requires no user intervention if Unattended Mode is selected.

Complete Test—Runs maximum testing of each device. The

❏

user can select Interactive Mode or Unattended Mode.

Custom Test—Runs only the tests you select. To select

❏

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

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

5. Click the Begin Testing button at bottom of window. Test Status is displayed, showing the progress and result of each test. For more details on the tests run, click the Log tab or click Tab at the top of the screen and select Log.

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

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

8. To exit Compaq Diagnostics for Windows, click File, then click Exit.

1–6 Troubleshooting Guide

Compaq Configuration Record Utility

Compaq Configuration Record Utility is a windows-based information-gathering tool similar to other Compaq management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of your desktop or workstation. Configuration Record Utility provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a configuration history. The information can be saved as a history of multiple sessions.

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

The Compaq Configuration Record Utility gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system. It gathers information on such items as the ROM, asset tag, processor, physical drives, PCI devices, memory, graphics, operating system version number, operating system parameters, and the operating system startup files and displays it. If the original Base.log file is present in the cpqdiags directory, the Base.log file is displayed next to the Now.log file in a split window with the differences between the two highlighted in the color red.

Computer Diagnostic Features

Running Configuration Record Utility

To run this program:

1. Click Start > Compaq Information Center > Compaq

Configuration Record. You can also select the Compaq Configuration Record icon, located in the Control Panel.

Troubleshooting Guide 1–7

Computer Diagnostic Features

The Compaq Configuration Record Utility has two view options:

✎

Show Changed Items Only and Show All. The default view is Show Changed Items Only, therefore all the text is displayed in the color

red since it shows only the differences. Switching to Show All displays the complete, comprehensive view of the system.

The Compaq Configuration Record Utility is part of Compaq

✎

Diagnostics for Windows. Whenever you upgrade Compaq Diagnostics for Windows, the Compaq Configuration Record Utility is also upgraded.

2. The default view is Show Changed Items Only. To view all the

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

information gathered by Compaq Configuration Record, click

View at the top of the window and select Show All, or click the Show All Items icon.

Save Window File and then select Left Window File or Right Window File.

Saving the configuration of the computer periodically allows the user

✎

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

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

Compaq Remote Diagnostics Enabling Agent

This utility was developed to allow faster resolution of problems without having to visit a site and take the computer offline and to assist in maximizing computer availability. The information obtained by the utility is useful in troubleshooting computer problems, and streamlines the service process by enabling quick and easy identification of computer problems.

The Compaq Remote Diagnostics Enabling Agent only works if

✎

Diagnostics for Windows is also installed.

1–8 Troubleshooting Guide

Computer Diagnostic Features

The Compaq Remote Diagnostics Enabling Agent provides a Web browser interface to Compaq Diagnostics for Windows. This enables remote control of the diagnostics and facilitates easy transfer of computer information from remote machines to a service provider.

The Compaq Remote Diagnostics Enabling Agent captures hardware configuration and provides the ability to perform tests remotely to diagnose computer problems. In addition, the Compaq Remote Diagnostics Enabling Agent identifies any computer hardware device problems signaled by the Compaq DMI management agents. These hardware devices are automatically selected for testing by the Compaq Remote Diagnostics Enabling Agent.

Use of Compaq Remote Diagnostics Enabling Agent reduces the time and effort needed to perform hardware diagnostic tasks. By allowing the service personnel direct access to computer hardware diagnostic tools, the Compaq Remote Diagnostics Enabling Agent delivers a view of the computer hardware devices and the tests available to isolate hardware problems with the ease and simplicity of a single tool. This approach minimizes problem resolution time, and also minimizes administration resources because less time is spent visiting a site or communicating with a user over the phone to resolve computer hardware problems when they do occur.

The Compaq Remote Diagnostics Enabling Agent was designed

✎

to work in the Compaq Insight Manager LC environment. It is pre-loaded on most commercial desktops and workstations and is available through a SoftPaq at www.compaq.com under

Management Applications and Utilities.

Starting the Remote Diagnostics Enabling Agent

1. Select the Compaq Remote Diagnostics icon located in the Control Panel.

The Compaq Remote Diagnostics Enabling Agent allows you to run

✎

Diagnostic Test or the Configuration Record Utility in a browser window. Both of these utilities can be run remotely or locally.

2. To exit Compaq Remote Diagnostics, click File and then click

Close.

Troubleshooting Guide 1–9

Computer Diagnostic Features

Protecting Your 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 Your Software

The operating system and software can be restored to its original state as when you purchased the computer by using your Compaq Restore Kit. See your Compaq Restore Kit for complete instructions on using this feature.

1–10 Troubleshooting Guide

Troubleshooting Without Diagnostics

This guide provides information on how to identify and correct minor disk, graphics, memory, and software problems. It also explains many of the messages that may be displayed on the screen, including specific error messages that may appear during the Power-On Self-Test (POST) at startup.

POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. In this mode, the Compaq logo and Web address appear on the computer monitor. 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 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.

F10

). The default mode is

F12

Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the schedule, reconfigure your 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.

Troubleshooting Guide 2–1

Troubleshooting Without Diagnostics

Helpful Hints

If you encounter some minor problems with your 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 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.

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 your keyboard

■

should be operating correctly.

Check all cable connections for loose connections or incorrect

■

connections.

Reconfigure your computer after installing a non–plug and play

■

expansion board or other option. See “Solving Hardware Installation Problems” for instructions.

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 diskettes from your 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 your system.

If your system has an AGP card installed (on select models only),

■

the monitor must be plugged into the monitor connector on the AGP card. The other monitor connector is disabled and if the monitor is connected into this port, the monitor will not function.

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.

2–2 Troubleshooting Guide

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 your Compaq authorized dealer or reseller.

Solving General Problems

Problem Cause Solution

Computer won’t turn on.

Computer appears locked up and won’t turn off when the power button is pressed.

Computer is not connected to an external power source.

Cables to the external power source are unplugged.

A defective PCI card has been installed.

Drive power, data, or power supply cables may not be properly connected.

Power line selector switch on rear of computer chassis not switched to correct line voltage (115V or 230V) (some models).

Software control of the power switch is not functional.

Connect to an external power source.

Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active.

Remove any expansion board that was just installed.

Reseat drive power, data, and power supply cables.

Select the proper AC voltage using the slide switch.

Press and hold the power button for at least 4 seconds until the computer turns off.

Troubleshooting Without Diagnostics

Troubleshooting Guide 2–3

Troubleshooting Without Diagnostics

Solving General Problems

Problem Cause Solution

Computer date and time display is incorrect.

Computer powered off automatically and the Power LED is:

1. Flashing Red or Yellow four times per second, OR

2. Flashing Red or Yellow two times one second apart, followed by a two second pause, OR

3. Not flashing.

(Continued)

RTC (real-time clock) battery may need to be replaced. Battery life is approximately 3–5 years.

The unit temperature was exceeded. A fan may be blocked or not turning. OR the heatsink is not properly attached to the processor.

The unit temperature was exceeded because the computer was functioning with the cover or access panel removed.

Air Baffle (if required) is not installed properly to redirect air flow over processor.

Processor or system fan has failed.

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 for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement.

1. Unit is in an exceedingly hot environment. Let it cool down.

2. Ensure computer air vents are not blocked and internal fans are running (such as the power supply fan, chassis fan, and/or the processor fan).

3. Ensure heatsink is properly seated.

4. Contact Compaq authorized reseller or service provider.

Replace cover or access panel, and let the computer cool down before attempting to turn on power to the computer.

Reseat Air Baffle per instructions in the

Hardware Reference Guide.

Contact a Compaq authorized service provider to replace the processor or system fan.

Hardware Reference Guide

2–4 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving General Problems

Problem Cause Solution

Computer appears to pause periodically.

Cannot remove computer cover or access panel.

Poor performance is experienced.

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

(Continued)

Network driver is loaded and no network connection is established.

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

Processor is hot. 1. Make sure the airflow to the

The

Num Lock

may be on.

key

Establish a network connection, or use Computer Setup or Microsoft Windows Device Manager to disable the network controller.

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

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.

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

Num Lock

key. The

Troubleshooting Guide 2–5

Troubleshooting Without Diagnostics

Solving Power Supply Problems

Problem Cause Solution

Computer won’t turn on (Power LED on front of computer not on).

Power LED flashes Red or Yellow every 2 seconds on most models.

Computer is not connected to an external power source.

Cables to the external power source are unplugged.

Power switch not connected to the system board (supported on select models only).

Power line selector switch on rear of computer chassis not switched to correct line voltage (115V or 230V) (some models).

Wall outlet is defective. Test the outlet by connecting a

Power supply overloaded or short was detected.

Diskette drive power cable not properly connected.

Connect to an external power source.

Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active.

Plug the power switch cable into the system board.

Select the proper AC voltage using the slide switch.

different electrical device to the outlet.

Unplug computer from AC power. Unplug internal power cables from all devices and unplug all PCI cards. Reconnect devices one at a time and turn power on to identify the cause.

When installing power cable to diskette drive, ensure that all 4 pins on the drive are connected to the power cable connector.

2–6 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Power Supply Problems

Problem Cause Solution

Power LED flashes Red or Yellow every 2 seconds on most models.

Power supply shuts down intermittently.

Computer powered off automatically and the Power LED is:

1. Flashing Red or Yellow four times per second, OR

2. Flashing Red two times one second apart, followed by a two second pause, OR

3. Not flashing.

(continued)

Power supply shuts down after system warms up. Thermal overload caused by bad fan.

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

Power line selector switch on rear of computer chassis not switched to correct line voltage (115V or 230V) (some models).

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

The unit temperature was exceeded. A fan may be blocked or not turning, OR the heatsink is not properly attached to the processor.

(Continued)

Replace power supply.

Select the proper AC voltage using the slide switch.

Replace power supply.

1. Unit is in an exceedingly hot environment. Let it cool down.

2. Ensure computer air vents are not blocked and internal fans are running (such as, the power supply fan, chassis fan, and/or the processor fan).

3. Ensure heatsink is properly seated.

4. Contact Compaq authorized reseller or service provider.

Troubleshooting Guide 2–7

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 Solution

Diskette drive light stays on.

Drive not found. Cable is loose. Reseat diskette drive data and

Diskette is damaged. In Microsoft Windows 98 run

Diskette is incorrectly inserted.

Drive button is not pushed in.

Files on diskette are damaged.

Drive cable is not properly connected.

Removable drive is not seated properly.

ScanDisk. Click

Programs > Accessories > System Tools > ScanDisk.

In Microsoft Windows 2000, Microsoft Windows NT, and Microsoft Windows XP, right-click

click

Start,

drive. Select

Under

Tools. Check Now.

Remove diskette and reinsert.

Push in drive button.

Check the program diskettes.

Reconnect drive cable.

power cable.

Reseat the drive.

Start >

Explore,

File > Properties >

Error-checking,

and select a

click

2–8 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Diskette Problems

(Continued)

Problem Cause Solution

Drive not found.

(continued)

You attempted to hot plug a removable hard drive that has DriveLock security

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

inserted. Turn on the computer. enabled. (This feature supported on select models only.)

Diskette drive cannot write to a diskette.

Diskette is not formatted.

Diskette is write-protected.

Writing to the wrong drive.

Not enough space is

Format the diskette.

Use another diskette or remove the

write protection.

Check the drive letter in your path

statement.

Use another diskette. left on the diskette.

Diskette write control is enabled.

Use

Computer Setup

to check your storage security feature disabled settings.

Diskette is damaged. Replace the damaged disk.

Cannot format diskette. Invalid media reported. When formatting a disk in DOS,

you may need to specify diskette capacity. For example, to format a

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

FORMAT A: /F:1440

Troubleshooting Guide 2–9

Troubleshooting Without Diagnostics

Solving Diskette Problems

Problem Cause Solution

A problem has occurred with a disk transaction.

Diskette drive cannot read a diskette.

“Invalid system disk” message is displayed.

(Continued)

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

Diskette is not formatted.

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

You are reading the wrong drive.

Diskette is damaged. Replace the diskette with a

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

Diskette error has occurred.

In Windows 98 run ScanDisk. Click

Accessories > System Tools > ScanDisk.

In Windows 2000, Windows NT, and Windows XP, right-click click

Select File > Properties > Tools. Under Error-checking, Check Now.

Format the diskette.

1. From Windows Explorer select the disk

2. Right-click the drive letter and select

3. Select the desired options, and click the diskette.

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

Check the drive letter in the path statement.

new one.

When drive activity stops, remove the diskette and press the

Spacebar.

start up.

Restart your computer by pressing the power button.

Start > Programs >

Explore,

and select a drive.

drive.

(A)

Format.

to begin formatting

Start

The computer should

click

Start,

2–10 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Diskette Problems

Problem Cause Solution

Nonsystem disk/NTLDR missing message.

Cannot Boot to Diskette. Diskette is not

(Continued)

The system is trying to start from a nonbootable diskette.

bootable.

Diskette boot has been disabled in Computer Setup.

Removable media boot has been disabled in Computer Setup.

Diskette MBR validation is enabled.

Remove the diskette from the drive.

Replace with a bootable diskette.

Run Computer Setup and enable diskette boot in

Order.

Run Computer Setup and enable Removable Media Boot in

Storage > Storage Options.

Run Computer Setup and disable Diskette MBR Validation in

Storage > Storage Options.

Storage > Boot

Troubleshooting Guide 2–11

Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Problem Cause Solution

Hard drive error occurs. Hard disk has bad

sectors or has failed.

Disk transaction problem. Either the directory

structure is bad or there is a problem with a file.

Drive not found (identified).

Cable could be loose. Check cable connections.

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

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

In Windows 98, run ScanDisk. Click

Accessories > System Tools > ScanDisk.

In Windows 2000, Windows NT, and Windows XP, right-click click Select Under

Check Now.

See reconfiguration directions in the “Hardware Installation Problems” section. If 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 Setup and try adding a POST delay under

Power-On.

Start > Programs >

Explore,

File > Properties > Tools. Error-checking,

and select a drive.

click

Advanced >

Start,

2–12 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Problem Cause Solution

Drive not found (identified).

Nonsystem disk/NTLDR missing message.

(continued)

(Continued)

Drive jumper settings may be incorrect.

SCSI ID may be incorrect.

Drive’s IDE controller is disabled in Computer Setup.

Drive responds slowly immediately after power-up.

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

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

System files missing or not properly installed.

If the drive is a secondary drive that has just been installed on the same cable as the primary drive, verify that the jumpers for both drives are set correctly.

Check SCSI IDs to ensure none are duplicated.

Run Computer Setup and enable the Primary and Secondary IDE controllers in

Options.

Run Computer Setup and increase the POST Delay in

Power-On Options.

Remove the diskette from the diskette drive.

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

If the hard drive is still inaccessible after booting to a diskette and MBR Security is enabled, you may try restoring the previously saved MBR image. To do so, enter Setup and select

Boot Record.

does not apply to Workstations W6000 or W8000.)

Insert a bootable system diskette and restart. Verify hard drive is partitioned and formatted. Install system files for the appropriate operating system if necessary.

Storage > Storage

Advanced >

Security > Restore Master

(This procedure

™

Evo

Troubleshooting Guide 2–13

Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Problem Cause Solution

Nonsystem disk/NTLDR missing message.

(continued)

Second Ultra ATA hard drive does not perform optimally.

Computer will not start. Hard drive is damaged. Observe the beeps and LED lights

Computer seems to be locked up.

(Continued)

Hard drive boot has been disabled in Computer Setup.

You are using the wrong cable for the drive type.

Both slow and fast UATA devices are on the same data cable.

Program in use has stopped responding to commands.

Run Computer Setup and enable the hard drive entry in the

Storage > Boot Order

Reinstall the second Ultra ATA hard drive using an 80-conductor cable. The 80-conductor cable is standard on select models.

Change slow UATA devices to a separate data cable connected to the secondary IDE controller on the system board.

on the keyboard. See Appendix A, “POST Error Messages” to determine possible causes.

See your Worldwide Limited Warranty for details.

Attempt the normal Windows “Turn off Computer” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart your computer, press the power button again.

list.

2–14 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems

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

Solving Display Problems

Problem Cause Solution

Blank screen. Monitor is not turned

on and the monitor light is not on.

The cable connections are not correct.

The energy saver feature has been enabled.

The RGB (Red, Green, Blue) input switch on the monitor is incorrectly set.

System ROM is bad; system is running in Failsafe Boot Block mode (indicated by one long beep and three short beeps).

You are using a fixed-sync monitor and it won’t sync at the resolution chosen.

Computer is in

mode.

Stand

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

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.

Set the monitor’s RGB input switch to 75 ohms and, if there is a sync switch, set it to external.

Reflash the ROM using a ROMPaq diskette. See the “Failsafe Boot Block ROM” section of the

Management Guide

information.

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

Press the power button to resume from

Stand By

Desktop

for more

mode.

Troubleshooting Guide 2–15

Troubleshooting Without Diagnostics

Solving Display Problems

Problem Cause Solution

Blank screen.

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

Graphics colors are wrong.

Dim characters. The brightness and

(continued)

(Continued)

Monitor cable is plugged into the wrong connector.

The VGA/BNC selector switch is not properly set.

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

The cabling or monitor impedance is incorrect.

contrast controls are not set properly.

Cables are not properly connected.

The RGB switch on the back of the monitor is incorrectly set.

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

Set the selector switch to agree with the cable connection.

Disable monitor energy saver feature.

1. If you are using BNC cables, be sure that the Red, Green, and Blue BNC cables are connected to the corresponding monitor connectors.

2. Be sure your monitor’s RGB inputs are set to 75 ohms.

Adjust the monitor brightness and contrast controls.

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

Set the RGB switch (and sync options, if this option is available) to 75 ohms, with the sync set to external. See the documentation included with the monitor.

2–16 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems

Problem Cause Solution

Blurry video or requested resolution cannot be set.

Screen goes blank. You may have a screen

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

Monitor overheats. There is not enough

(Continued)

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

Monitor is not capable of displaying requested resolution.

blanking utility installed or energy saver features are enabled.

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

ventilation space for proper airflow.

Install the video drivers on the diskette included in the upgrade kit.

Change requested resolution.

Press any key or type password.

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

2. In a 2-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.

Leave at least 3 inches (7.6 cm) of ventilation space. Be sure there is nothing sitting on top of the monitor obstructing the air flow.

Troubleshooting Guide 2–17

Troubleshooting Without Diagnostics

Solving Audio Problems

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

Solving Audio Problems

Problem Cause Solution

Sound does not come out of the speaker or headphones.

Software volume control is turned down.

CD-ROM or DVD volume control on the front of the computer is turned down.

The external speakers are not turned on.

External speakers plugged into the wrong audio jack.

Audio cable not connected.

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

Volume is muted. 1. From the

Double-click the the taskbar, then set volume by adjusting the volume slider.

Turn the volume control knob on front of computer to increase the volume.

Turn on the external speakers.

See the sound card documentation for proper speaker connection.

Connect audio cable between CD or DVD-ROM drive and the system board.

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

program, click

and Audio Devices, Sounds and Audio Devices.

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

Speaker

Control Panel

Sound, Speech

check box to

Mute

icon on

then click

2–18 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Audio Problems

Problem Cause Solution

Sound does not come out of the speaker or headphones.

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

(continued)

(Continued)

Computer is in

mode.

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

Stand

Press the power button to resume from

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

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

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

For information on how to change the Audio Appendix D, “Setting Up Analog/Digital Audio Output.”

Stand By

Output Mode,

mode.

see

Troubleshooting Guide 2–19

Troubleshooting Without Diagnostics

If you set digital as your Output Mode, the internal speaker and

✎

external analog speakers will no longer output audio until you switch back to an auto-sense or analog mode.

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

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

2–20 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Printer Problems

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

Solving Printer Problems

Problem Cause Solution

Printer will not print. Printer is not turned on

and online.

The correct printer drivers for your application are not installed.

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

Printer may have failed. Run printer self-test.

Printer will not turn on. The cables may not be

connected properly.

Printer prints garbled information.

Printer is offline. The printer may be out

The correct printer driver for your application is not installed.

The cables may not be connected properly.

Printer memory may be overloaded.

of paper.

Turn the printer on and make sure it is online.

1. Install the correct printer driver for your application.

2. Try printing using the DOS command:

DIR C:\ > [printer port]

where address of the printer being used. If printer works, reload printer driver.

Make the proper network connections to the printer.

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

Install the correct printer driver for your application.

Reconnect all cables.

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

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

[printer port]

is the

Troubleshooting Guide 2–21

Troubleshooting Without Diagnostics

Solving Keyboard and Mouse Problems

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

Solving Keyboard Problems

Problem Cause Solution

Keyboard commands and typing are not recognized by the computer.

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

Keyboard connector is not properly connected.

Program in use has stopped responding to commands.

Keyboard needs repairs.

The

Num Lock

may be on.

key

1. On the Windows desktop, click

Start.

2. Click

Computer. Computer

displayed.

3. Select

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

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

See your Worldwide Limited Warranty for details.

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

The

Turn Off

key. The

Shut Down

dialog box is

Shut Down or Turn O f f .

Num Lock

2–22 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Mouse Problems

Problem Cause Solution

Mouse does not respond to movement or is too slow.

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

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

Shut down your computer using the keyboard.

1. Press the the same time (or press the

Windows logo

the

2. Use the up or down arrow key to select

Off Computer

the

3. Use the up or down arrow key to select the

Turn O f f

the

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

Program in use has stopped responding to commands.

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

Mouse needs repairs. See your Worldwide Limited

Warranty booklet for details.

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.

and

Ctrl

Esc

key) to display

menu.

Start

Shut Down

and then press

key.

Enter

Shut Down

option and then press

key.

Enter

keys at

Turn

Troubleshooting Guide 2–23

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a plug and play device, Windows 98, Windows 2000, and 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 98 or Windows 2000, select the Add New Hardware icon in the Control Panel (for Windows XP, use the Add Hardware Wizard) and follow the instructions that appear on the screen. To reconfigure the computer in Windows NT 4.0 after installing new hardware, use the utility provided with the hardware.

Solving Hardware Installation Problems

Problem Cause Solution

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

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.

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

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.

2–24 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems

Problem Cause Solution

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

Computer will not start. Wrong memory

(continued)

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

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

(Continued)

Use Windows 98, Windows 2000, or Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that doesn’t cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.

1. Review the documentation that came with your 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 keyboard. See Appendix A, “POST Error Messages” to determine possible causes.

3. If you still cannot resolve the issue, contact Compaq Technical Support.

Troubleshooting Guide 2–25

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 Cause Solution

Remote Wakeup feature is not functioning.

Network driver does not detect network controller.

Network status link light does not turn on or it never flashes.

The network

✎

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

The Remote Wakeup feature is not available when using an AUI network connection.

Remote Wakeup is not enabled.

Use an RJ-45 network connection.

Use the Network control application to enable Remote Wakeup. See the

Management Guide.

Network controller is disabled.

Incorrect Network Driver. Check the network controller

No active network is detected.

Network controller is not set up properly.

Run Computer Setup and enable network controller.

documentation for the correct driver or obtain the latest driver from the manufacturers Web site.

Check cabling and network equipment for proper connection.

Use the Network control application to verify that device is working properly. See the

Network Communications Guide.

System is configured for AUI connection.

Network driver is not properly loaded.

No solution; link LED does not apply to AUI connections.

Reinstall network drivers. See the

Network Communications Guide.

Desktop

2–26 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Network Problems

Problem Cause Solution

Network status link light does not turn on or it never flashes.

(continued)

Diagnostics reports a failure.

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

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

(Continued)

System cannot autosense the network.

The cable is not securely connected.

The cable is attached to the incorrect connector.

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

Network controller interrupt is shared with an expansion board.

The network controller is defective.

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

The network controller is not configured for this computer.

Network controller interrupt is shared with an expansion board.

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

Network Communications Guide.

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

Ensure that the cable is attached to the correct connector.

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

Under the

Advanced

resource settings for the board.

Contact your Compaq 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

Control Panel

network controller.

Under the

Advanced

resource settings for the board.

Computer Setup

menu, change the

Network

Computer Setup

menu, change the

icon in the

and configure the

Troubleshooting Guide 2–27

Troubleshooting Without Diagnostics

Solving Network Problems

Problem Cause Solution

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

(Continued)

The network controller requires drivers.

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

(continued)

Network controller stops working without apparent cause.

New network card will not boot.

Cannot connect to network server when attempting Remote System Installation.

System setup utility reports unprogrammed EEPROM.

The files containing the network drivers are corrupted.

The expansion board installed is a network card (NIC) and conflicts with the embedded NIC.

The files containing the network drivers are corrupted.

The cable is not securely connected.

The network controller is defective.

New network card may not be Compaq compatible.

The network controller is not configured properly.

Unprogrammed EEPROM.

Reinstall the network drivers, using the

Use the disable the embedded NIC.

Reinstall the network drivers, using the

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

Contact your Compaq authorized service provider.

Install Compaq-compatible NIC or change boot sequence to boot from another device.

Run Computer Setup and modify the NIC Settings.

Contact your Compaq authorized service provider.

Compaq Restore CD.

Computer Setup

Compaq Restore CD.

2–28 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Processor Problems

If you encounter processor problems, a common cause and solution are listed in the following table.

Solving Processor Problems

Problem Cause Solution

Poor performance is experienced.

Computer does not recognize the second processor just installed.

Processor is hot. 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.

The Hardware Abstraction Layer (HAL) installed is a single-processor HAL.

Install a multi-processor HAL. See the instructions provided in the processor upgrade option kit.

Troubleshooting Guide 2–29

Troubleshooting Without Diagnostics

Solving Memory Problems

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

CAUTION: Some models support ECC memory and non-ECC memory.

Other models support only non-ECC memory. For those systems that do support ECC memory, Compaq does not support mixing ECC and non-ECC memory. Doing so will cause the system to blink the

Num Lock

is installed in the system, there will be a short beep followed by 2 long beeps. In addition, the system will not boot the operating system.

See the “Interpreting the Diagnostic Lights” section of the Getting

✎

Started guide to identify other possible memory problems.

Solving Memory Problems

Problem Cause Solution

System won’t boot or does not function properly after installing additional memory modules.

LED on non-USB keyboards continuously and, if a speaker

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

On a single-channel Rambus memory system, the RIMM sockets may be empty.

On dual-channel Rambus memory system, RIMM pairs may not be identical.

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

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

Check to see that all RIMM sockets contain either RIMMs or CRIMMs and replace them if needed.

RIMMs must be added in pairs that are identical in speed, number of devices, and manufacturer. If the RIMM pairs are not identical, replace them.

2–30 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Memory Problems

Problem Cause Solution

Out of memory error. Memory configuration

Memory count during POST is wrong.

Insufficient memory error during operation.

Unit is on but there is no video and, on most models, the Power LED is flashing Red or Yellow.

(Continued)

may not be set up correctly.

You have run out of memory to run the application.

The memory modules may not be installed correctly.

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

You have run out of memory for your application.

Memory is not installed correctly and system is not booting.

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.

Delete any TSRs that you do not need.

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

Reinstall memory modules.

Troubleshooting Guide 2–31

Troubleshooting Without Diagnostics

Solving SCSI Problems

If you encounter SCSI device problems, see the common causes and solutions listed in the following table.

Solving SCSI Problems

Problem Cause Solution

System with UATA and SCSI drives will not boot from SCSI hard drive.

System without a UATA drive will not boot from a SCSI drive.

SCSI hard drives are not recognized after being installed when running under Windows NT.

A UATA drive is attached, the IDE controller is enabled, and the Integrated IDE controller is listed before the SCSI adapter in Setup’s

Storage > Controller

menu.

Order

The SCSI drive is not configured correctly.

Hard drive boot has been disabled in Computer Setup.

SCSI drivers were not installed on the system prior to the Windows NT installation.

Under Computer Setup, select

Storage > Controller Order,

move the Integrated IDE controller to the end of the list.

Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, set the drive ID number to 0.

Under Computer Setup, select

Storage > Boot Order,

the Hard Drive entry.

Install the SCSI drivers on your system first, then install Windows NT.

To download SCSI drivers for your Compaq system, visit the Compaq Web site at

For information on installing SCSI drivers, see Appendix E, “Installing SCSI Drivers for Windows NT Installation.”

and

and enable

www.compaq.com/support

2–32 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 Cause Solution

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 d r i ve.

Cannot eject compact disc (tray-load unit).

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

The CD-ROM or DVD boot is not enabled through the Computer Setup utility.

Non-bootable CD in drive.

Drive is not connected properly or not properly configured.

Movie may be regionalized for a different country.

Decoder software is not installed.

Disc not properly seated in the drive.

CD has been inserted upside down.

Run the Computer Setup utility and enable booting to removable media and verify boot order settings.

Try a bootable CD in the drive.

See the documentation that came with the optional device.

See the documentation that came with the DVD drive.

Install decoder software.

Turn off 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 CD with the label facing up.

Troubleshooting Guide 2–33

Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems

Problem Cause Solution

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

(continued)

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

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.

audio or video.

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 your 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.

2–34 Troubleshooting Guide

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 your system.

Where available, run the Compaq Configuration Record Utility to determine if any changes have been made to the software which may be causing a problem. See the Desktop Management Guide on the Documentation Library CD for more information.

If you encounter software installation problems using a SCSI hard drive, see the applicable solutions listed in the following table:

Troubleshooting Without Diagnostics

Solving Software Problems

Problem Cause Solution

Windows NT is not installing properly on a SCSI hard drive.

Troubleshooting Guide 2–35

SCSI drivers were not installed on the system prior to the Windows NT installation.

Install the SCSI drivers on your system first, then install Windows NT.

To download SCSI drivers for your Compaq system, visit the Compaq Web site at

For information on installing SCSI drivers, see Appendix E, “Installing SCSI Drivers for Windows NT Installation.”

www.compaq.com/support

Troubleshooting Without Diagnostics

Solving Software Problems

Problem Cause Solution

Computer will not start. System files may be

damaged.

“Illegal Operation has Occurred” error message is displayed.

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

Configuration files are corrupt.

Observe the beeps and LED lights on the keyboard. See Appendix A, “POST Error Messages” to determine possible causes.

See your Compaq Restore kit or your Worldwide Limited Warranty for details.

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 your computer.

Contacting Compaq Customer Support

For help and service, contact your Compaq authorized reseller or dealer. To locate a Compaq reseller or dealer near you, visit the Compaq Web site at

If you take your computer to a Compaq authorized reseller, dealer, or

✎

service provider for service, remember to provide the setup and power-on passwords, if they are set.

2–36 Troubleshooting Guide

www.compaq.com.

Post Error Messages

This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during the Power-On Self-Test (POST) or computer restart, the probable source of the problem, and what steps you can take to resolve the error condition.

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.

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

101-Option ROM Error

*L = Long, S = Short

Troubleshooting Guide A–1

1L, 1S* System ROM

checksum.

1. Verify the correct ROM.

2. Flash the ROM if needed.

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

4. Clear CMOS.

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

6. Replace the system board.

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

102-System Board Failure

103-System Board Failure

150-SafePost Active

162-System Options Not Set

None DMA, timers, and so

forth.

None DMA, timers, and so

forth.

None A PCI expansion card

is not responding.

2S* Configuration incorrect.

RTC (real-time clock) battery may need to be replaced. Battery life is approximately 3–5 years.

1. Clear CMOS.

2. Remove expansion boards.

3. Replace the system board.

1. Clear CMOS.

2. Remove expansion boards.

3. Replace the system board.

1. Restart the computer.

2. Disable SafePost.

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

Run Computer Setup.

Reset the date and time under

Control Panel.

If the problem persists, replace the RTC battery. See the

Reference Guide

Hardware

for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement.

*L = Long, S = Short

A–2 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

163-Time & Date Not Set

164-Memory Size Error

2S* Invalid time or date in

configuration memory.

RTC (real-time clock) battery may need to be replaced. Battery life is approximately 3–5 years.

CMOS jumper may not be properly installed.

2S* Memory configuration

incorrect.

Reset the date and time under

Control Panel (Computer

can also be used to

Setup

update the RTC date and time). If the problem persists, replace the RTC battery. See the

Hardware Reference Guide

for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement.

Check for proper placement of the CMOS jumper if applicable.

1. Run Computer Setup or Microsoft Windows utilities.

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

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

4. Verify proper memory module type.

183-Invalid Processor Jumper Setting

2S* System board jumper

improperly set.

Reset system board jumpers to match processor and bus speeds (select models).

*L = Long, S = Short

Troubleshooting Guide A–3

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

201-Memory Error

202-Memory Type Mismatch

207-ECC Corrected Single Bit Errors in Memory Module Socke t (s ) y, y, …

None RAM failure. 1. Run Computer Setup or

Windows utilities.

2. Ensure memory and continuity modules are installed correctly.

3. Verify proper memory module type.

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

5. Replace faulty memory module(s).

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

None Memory modules do

not match each other.

Replace memory modules with matched sets.

2S* Single Bit ECC error. 1. Verify proper memory

module type.

2. Try another memory socket.

3. Replace memory module if problem persists.

212-Failed Processor

None Processor has failed to

initialize.

1. Reseat the processor in its socket.

2. If the processor does not respond, replace it.

*L = Long, S = Short

A–4 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

213-Incompatible Memory Module in Memory Socket(s) X, X, ...

214-Memory Device Failure. Error code: XX, Memory Module Socket(s): XX

215-RIMM Configuration Error

2S* A memory module

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

None A specific error has

occurred in a memory device installed in the identified socket.

None RIMMs not properly

installed.

1. Verify proper memory module type.

2. Try another memory socket.

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

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace memory module if problem persists.

All RIMM sockets must be populated with either RIMMs or CRIMMs starting with socket 1. On dual channel systems, there must be a RIMM in each channel. See the

Hardware Reference Guide

for a list of RIMM installation guidelines.

301-Keyboard Error

None Keyboard failure. 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.

*L = Long, S = Short

Troubleshooting Guide A–5

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

303-Keyboard Controller Error

304-Keyboard or System Unit Error

401-Parallel Port 1 Address Assignment Conflict

402-Monochrome Adapter Failure

403-Parallel Port 3 Address Conflict Detected

404-Parallel Port Address Conflict Detected

None I/O board keyboard

controller.

1. Reconnect keyboard with computer turned off.

2. Replace the system board.

None Keyboard failure. 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.

2S* IRQ address conflicts

Reset the IRQ.

with another device.

1L,2S* Monochrome display

controller.

2S* IRQ address conflicts

Replace the Monochrome display controller.

Reset the IRQ.

with another device.

2S* Both external and

internal ports are assigned to

1. Remove any parallel port

expansion cards.

2. Clear CMOS.

parallel port X.

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

410-Audio Interrupt Conflict

411-Network Interface Card

2S* IRQ address conflicts

with another device.

2S* IRQ address conflicts

with another device.

Reset the IRQ.

Interrupt Conflict

*L = Long, S = Short

A–6 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

501-Display Adapter Failure

510-Splash Screen image corrupted

511-CPU, Rear, or Front Fan not detected

601-Diskette Controller Error

602-Diskette Boot Record Error

1L, 2S* Graphics display

controller.

None Splash Screen image

has errors.

None Fan is not connected or

may have malfunctioned.

None Diskette controller

circuitry or floppy drive circuitry incorrect.

None Diskette in Drive A not

bootable.

1. Reseat the graphics card (if applicable).

2. Clear CMOS.

3. Verify monitor is attached and turned on.

4. Replace the graphics controller.

Install latest version of ROMPaq to restore image.

1. Reseat fan cable.

2. Replace the fan.

1. Run Computer Setup.

2. Check and/or replace cables.

3. Clear CMOS.

4. Replace diskette drive.

5. Replace the system board.

Replace the diskette.

*L = Long, S = Short

Troubleshooting Guide A–7

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

605-Diskette Drive Type Error

610-External Storage Device Failure

611-Primary Floppy Port Address Assignment Conflict

612-Secondary Floppy Port Address Assignment Conflict

2S* Mismatch in drive type. 1. Run Computer Setup or

Microsoft Windows NT, Microsoft Windows 95, or Microsoft Windows 98 utilities.

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

3. Clear CMOS.

None External tape drive not

connected.

Reinstall tape drive or press

and allow system to

reconfigure without the drive.

2S* Configuration error. Run Computer Setup

or Windows NT or Windows utilities.

2S* Configuration error. 1. Run Computer Setup.

2. Remove expansion cards.

3. Clear CMOS.

660-Display cache is detected unreliable

None Integrated graphics

controller display cache is not working

Replace system board if minimal graphics degrading

is an issue. properly and will be disabled.

912-Computer

None No action required. Cover Has Been Removed Since Last System Startup

*L = Long, S = Short

A–8 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

914-Hood Lock Coil is not Connected

916-Thermal Sensor from Processor Heatsink is not Connected

917-Expansion Riser not Detected

1151-Serial Port 1 Address Conflict Detected

1152-Serial Port 2 Address Conflict Detected

None Smart Cover Lock

mechanism is missing or not connected.

None Processor heatsink

cable not connected to system board.

None Riser board not seated

or not installed.

2S* Both external and

internal serial ports are assigned to COM1.

2S* Both external and

internal serial ports are assigned to COM2.

1. Reconnect or replace hood locking mechanism.

2. Reseat or replace hood locking mechanism cable.

Reseat or replace the processor heatsink cable going to the system board.

Install riser board if missing or remove and reseat to ensure good connection.

1. Remove any serial port expansion cards.

2. Clear CMOS.

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

1. Remove any serial port expansion cards.

2. Clear CMOS.

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

*L = Long, S = Short

Troubleshooting Guide A–9

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

1155-Serial Port Address Conflict Detected

1201-System Audio Address Conflict Detected

1202-MIDI Port Address Conflict Detected

1203-Game Port Address Conflict Detected

1611-Fan failure detected

1720-SMART Hard Drive Detects Imminent Failure

2S* Both external and

internal serial ports are assigned to same IRQ.

2S* Device IRQ address

conflicts with another device.

2S* Device IRQ address

conflicts with another device.

2S* Device IRQ address

conflicts with another device.

None Chassis fan not

connected to the system board.

None Hard drive is about

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

1. Remove any serial port expansion cards.

2. Clear CMOS.

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

Reset the IRQ.

1. Reconnect the fan.

2. Replace the fan.

3. Replace the system board.

1. Determine if hard drive is giving correct error message. Run the Drive Protection System test if available.

2. Apply firmware patch if applicable. (See

www.compaq.com/ support/techpubs/ customer_advisories.

)

3. Back up contents and replace hard drive.

*L = Long, S = Short

A–10 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

1721-SMART SCSI Hard Drive Detects Imminent Failure

1782-Disk Controller Failure

None Hard drive is about to

fail. (Some hard drives have a firmware patch that will fix an erroneous error message).

None Hard drive circuitry

error.

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

2. Apply firmware patch if applicable.

3. Back up contents and replace hard drive.

1. Run Computer Setup.

2. Clear CMOS.

3. Check cable seating/jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Check

www.compaq.com/ support/techpubs/ customer_advisories/

for possible changes when using Windows NT 4.0 Service Pack 4.

8. Replace the hard drive.

9. Replace the system board.

1800-Temperature Alert

None Internal temperature

exceeds specification.

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

2. Verify processor speed selection.

3. Replace the processor.

4. Replace the system board.

Troubleshooting Guide A–11

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

1801 None Processor is not

supported by ROM BIOS.

1998-Master Boot Record has been lost.

1999-Master Boot Record has changed.

1L, 2S* The previously saved

copy of the MBR has been corrupted.

1L* The current MBR

does not match the previously saved copy of the MBR.

Upgrade BIOS to proper version.

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

Use extreme caution. The MBR may have been updated due to normal disk maintenance activities (disk manager, fdisk, or format). Replacing the previously saved MBR in such situations can cause data loss. If you are certain the MBR change is unintentional and undesired (e.g. due to a virus), then run Computer Setup and restore the previously saved MBR copy. Otherwise, run Computer Setup and either disabled MBR security or save the MBR of the current bootable disk.

2000-Master Boot Record Hard Drive has changed.

1L, 2S* The current bootable

hard drive is not the same as the one that was present when

Run Computer Setup and either disable MBR security or save the MBR of the current

bootable disk. MBR Security was enabled.

*L = Long, S = Short

A–12 Troubleshooting Guide

Post Error Messages

Numeric Codes and Text Messages

Code/Message Beeps Probable Cause Recommended Action

Invalid Electronic Serial Number.

ECC Multiple Bit Error Detected in Memory Module.

Parity Check 2. None Parity RAM failure. Run Computer Setup and

None Electronic serial

number has become corrupted.

None Chipset has detected

more than one bad bit in a 64bit quadword of the memory array.

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.compaq.com SP5572.EXE (SNZERO.EXE)

2. Run

Replace the memory module.

Diagnostic Utilities.

Computer

try to enter serial number under Security, System ID, then save changes.

and run

Setup

and

Troubleshooting Guide A–13

Post Error Messages

POST Diagnostic Keyboard LEDs, Front Panel LEDs and Audible Codes

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

If your system is equipped with a Universal Serial Bus (USB)

✎

keyboard, you may hear the beep sequences for some of the keyboard light error codes, but you may not see the flashing keyboard lights.

Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes

Activity Beeps Probable Cause Recommended Action

Audible 1L, 3S* System ROM is bad;

system is running in Failsafe Boot Block mode.

Flashing

Lock

Keyboard.

*L = Long, S = Short

Caps

LED on

1L, 2S* Graphics controller not

present or incorrectly initialized.

Reflash the ROM using a ROMPaq diskette. See the “Failsafe Boot Block ROM” section of the

Management Guide.

1. Clear CMOS.

2. If graphics card has been added, remove and reseat.

3. Reseat riser board if applicable.

Desktop

A–14 Troubleshooting Guide

Post Error Messages

Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes

Activity Beeps Probable Cause Recommended Action

Flashing

Lock

Keyboard (on select models.)

Num Lock

(keyboard).

Num

LED on

CAUTION:

support only non-ECC memory. For those systems that do support ECC memory, Compaq does not support mixing ECC and non-ECC memory. In addition, the system will not boot the operating system.

LED On

1S, 2L* System memory not

present.

1. Check memory module (see the relevant section of the

Hardware

Reference Guide

2. Remove and reseat memory module.

3. See the “Solving Memory Problems” section of this guide.

Some models support ECC memory and non-ECC memory. Other models

None Failed Boot Block. Reflash the ROM using a

ROMPaq diskette. See the “Failsafe Boot Block ROM” section of the

Desktop

Management Guide.

Flashing

Lock

keyboard (on select models.)

Green Power LED flashes 1x / second.

Scroll

LED on

2L, 1S* System board hardware

failure (prior to graphics).

None Computer in normal

Suspend mode.

Replace system board.

None

Green Power LED On.

*L = Long, S = Short

Troubleshooting Guide A–15

None Computer on. None

Post Error Messages

Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes

Activity Beeps Probable Cause Recommended Action

Red or Yellow Power LED flashes every 2 seconds (on select models.)

Flashing Power and Hard Drive Green LEDs.

None Power supply

overloaded.

1. Push in power button. LED should be green.

2. Remove all AC power from computer, wait 30 seconds, then apply power.

3. Remove load from power supply by removing options one at a time until computer runs.

4. Check for damage to system board.

5. Replace system board.

6. Replace power supply.

None Unseated riser board. 1. Remove riser board.

2. Wipe connector.

3. Reinstall riser board (see the

Hardware Reference

for directions on

Guide

removing the riser board).

A–16 Troubleshooting Guide

Post Error Messages

Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes

Activity Beeps Probable Cause Recommended Action

Yellow or Green Power LED flashes every second (on select models.)

Red or Yellow Power LED On

Red or Yellow Power LED is:

1. Flashing four times per second, Or

2. Flashing two times one second apart, followed by a two second pause, Or

3. Not flashing.

None System memory error. 1. Check memory module

(see the relevant section of the

Hardware

Reference Guide

2. Remove and reseat memory module.

3. See the “Solving Memory Problems” section of this guide.

None Processor unseated. Reseat processor in system

board.

None Computer overheated. 1. Install computer cover

or access panel if necessary.

2. Ensure that computer air vents are not blocked and internal fan is running.

Troubleshooting Guide A–17

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 into the computer. This is a useful feature for a network administrator.

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

Resetting the password jumper

■

Using the Clear CMOS button

■

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

CMOS settings.

Troubleshooting Guide B–1

for information on backing up your

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

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.

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.

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

Information

3. Remove the computer cover or access panel.

4. Locate the header and jumper.

On most system boards, the header is labeled E49 or P49.

guide for more information.

Safety & Regulatory

✎

For assistance locating the password jumper and other system board

✎

components, see the Illustrated Parts Map (IPM) for your particular system.

5. Remove the jumper from pins 1 and 2. Place the jumper over pin 2 only, in order to avoid losing it.

B–2 Troubleshooting Guide

6. Replace the computer cover or access panel.

7. Reconnect the external equipment.

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 re-enable the password features, repeat steps 1-4, then replace the jumper on pins 1 and 2.

10. Repeat steps 6-8, then establish new passwords. See the Computer Setup (F10) Utility Guide 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

Password Security and Resetting CMOS

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.

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.

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.

Troubleshooting Guide B–3

Password Security and Resetting CMOS

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

Information

3. Remove the computer cover or access panel.

CAUTION: Pushing the CMOS button will reset CMOS values to factory

Computer Setup (F10) Utility Guide

CMOS settings.

4. Locate, press, and hold the CMOS button in for 5 seconds.

Safety & Regulatory

Guide for more information.

for information on backing up your

CMOS button

B–4 Troubleshooting Guide

5. Replace the computer cover or access panel.

For assistance locating the CMOS button and other system board

✎

components, see the Illustrated Parts Map (IPM) for your particular system.

6. Reconnect the external devices.

7. Plug in the computer and turn on power.

You will need to reset your passwords and any special system setups

✎

along with the date and time.

See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the

Computer Setup (F10) Utility Guide.

Using Computer Setup to Reset CMOS

To reset CMOS, you must first access the Computer Setup Utilities menu.

Password Security and Resetting CMOS

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

If you do not press the

✎

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 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 for further instructions on reestablishing passwords. For instructions on Computer Setup, see the

Computer Setup (F10) Utility Guide.

Troubleshooting Guide B–5

key. Press

F10

key while the message is displayed, you

F10

key to select File > Set Defaults

Tab

to bypass the title screen,

Enter

Drive Protection System (DPS)

Introducing the Drive Protection System

The Compaq Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select Evo Desktops and Evo Workstations. 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 your Compaq service provider for a replacement hard drive.

Troubleshooting Guide C–1

Drive Protection System (DPS)

Accessing DPS Through Compaq Diagnostics for Windows

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

1. Turn on the computer and select My Computer > Control

Panel > Compaq Diagnostics.

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

2. Select Test > Type of Test.

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

Custom Test.

3. Select Custom Test.

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

Unattended Mode.

4. Select Interactive Test > Storage > Hard Drives.

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

Test > Be gi n Te st ing.

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

Test Succeeded. Completion Code 0.

■

Test Aborted. Completion Code 1 or 2.

■

Test Failed. Drive Replacement Recommended. Completion

■

Code 3 through 14.

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

C–2 Troubleshooting Guide

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.

Drive Protection System (DPS)

If you do not press the

✎

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 > IDE 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 IDE 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.

key while the message is displayed, you

F10

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

Troubleshooting Guide C–3

Setting up Analog/Digital Audio Output

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

If you set digital as your Output Mode, the internal speaker and

✎

external analog speakers will no longer output audio until you switch back to an auto-sense or analog mode. If you set analog as your Output Mode, external digital speakers will not function until you change the output mode back to an auto-sense or digital mode.

Microsoft Windows 98 and Microsoft Windows 2000

1. Click Start > Settings > Control Panel and double-click the System icon to open the System Properties panel.

2. Select Device Manager from the System Properties panel.

3. Click the “+” next to the Sound, Video and Game Controllers to expand it.

4. For Windows 98, go to step 5. For Windows 2000, go to step 6.

5. In Windows 98 highlight the appropriate audio device, then click Properties to open its Properties panel.

Continue with step 7.

6. In Windows 2000, double-click the appropriate audio device to open its Properties panel.

Troubleshooting Guide D–1

Setting up Analog/Digital Audio Output

7. In the Configuration area of the Settings tab, change the Output Mode to the desired setting.

8. Click OK to close the Properties panel.

9. Close the System Properties panel.

10. Close the Control Panel.

Microsoft Windows NT 4.0

1. Click Start > Settings > Control Panel and double-click the Multimedia icon to open the Multimedia Properties panel.

2. Select the Device tab at the top of the panel.

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

4. Click the appropriate audio device to highlight it.

5. Click Properties to open the Properties panel and click Settings.

6. Change the Output Mode to the desired setting.

7. Click OK to close the Properties panel.

8. Close the Multimedia Properties panel.

9. Close the Control Panel.

Microsoft Windows XP

1. Click Start > Control Panel and then double-click the Sounds, Speech, and Audio Devices icon.

2. Select the Hardware tab.

3. Highlight the appropriate audio device.

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

5. Click the Properties tab.

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

7. Highlight the appropriate driver by clicking it.

D–2 Troubleshooting Guide

Setting up Analog/Digital Audio Output

8. Click Properties.

9. Click Settings.

10. Change the Output Mode to the desired setting.

11. Click OK to close the Properties panel.

12. Close the Control Panel.

Troubleshooting Guide D–3

Installing SCSI Drivers for Windows NT

Installation

The information in this appendix applies to Evo Workstations only.

The following information does not apply if you are completing the

✎

initial setup of the preinstalled software or if you are restoring your preinstalled image from the Compaq Restore CD.

If your workstation has a SCSI hard drive installed and you are installing Microsoft Windows NT from a retail Microsoft Windows NT Workstation CD or directly from the Compaq Operating System CD, you must complete the following steps.

On a secondary system:

1. Go to the following Compaq Web site:

www.compaq.com/support/files/workstations/us/index.html

2. Under locate by computer, select your workstation model and Microsoft Windows NT 4.0, then click Go.

3. Under Storage, choose Family Manager Set Drivers for your specific SCSI controller. Visit the following Compaq Web site if you are not sure which controller shipped with your system:

www.compaq.com/products/quickspecs/productbulletin.html

4. Download the Softpaq to a temporary directory, then execute it to create a diskette with the required SCSI drivers.

Troubleshooting Guide E–1

Installing SCSI Drivers for Windows NT Installation

On your primary system:

1. Place the OS CD in the CD-ROM drive and boot the system.

2. When the message “Setup is inspecting your computer’s hardware configuration” display, press the will prompt you for the SCSI drivers.

3. Insert the diskette containing the drivers. When prompted, choose S from the list to specify an additional device.

4. Choose Other from the list. When prompted, select your SCSI controller.

key. The system

5. Press the

After the drivers are installed, install Windows NT on your SCSI hard drive. Remember to install the latest Service Pack.

For more information, visit the Compaq Web site at:

key to continue the installation.

Enter

✎

www.compaq.com/support/workstations

Click on your workstation model, then look for a Customer Advisory related to the issue.

E–2 Troubleshooting Guide

Index

audio output D–1 audio problems

2–18

battery

2–15

2–1

2–4

2–1

real-time clock Blank screen booting options

Full Boot

Quick Boot

cabling, checking connections 2–2

B–3

2–33

2–36

C–1

CD-ROM or DVD problems CMOS

B–3

1–7

2–5

1–7

B–1

A–8

2–6

backing up

clearing and resetting CMOS button

using Compaq Configuratoin Record Utility

overview

running Compaq Customer Support Compaq Drive Protection System (DPS) Compaq Remote Diagnostics Enabling Agent

1–8

computer

pauses

won’t power on computer cover

customer support

2–36

date and time display 2–4 Diagnostics for Windows

E–1

1–2

1–3

1–2

1–1

C–2

1–5

installing Menu Bar overview running tests

ToolBar disk controller failure DPS

accessing DPS (Drive Protection System) driver

SCSI

error codes A–1

floppy port A–8 Full Boot

2–1

game port A–10 general problems

2–3

jumper settings 2–13

keyboard 2–2 keyboard error

A–5

A–11

C–1

Troubleshooting Guide Index–1

Index

LEDs 2–4, 2–6, 2–7, 2–31

blinking power flashing caps lock flashing Num lock flashing power and hard drive flashing Scroll lock

A–16, A–17

A–14

A–15

memory error A–3, A–4

2–17

2–2

2–17

2–22

2–30

2–16

memory problems MIDI port minor problems monitor

blurry video dim characters overheats

mouse problems

A–10

network problems 2–26

parallel port A–6

B–2

B–1

2–7

B–1

A–1

password features password jumper

2–1

B–1

resetting

passwords

clearing power-on

setup POST Post Error Messages power supply power-on password

A–16

Power-On Self-Test (POST)

2–12

2–22

2–30

2–26

2–35

A–1

2–21

2–6

A–9

2–33

2–24

error messages printer problems problems

2–18

audio

CD-ROM and DVD

2–2

2–23

2–21

2–32

A–4

2–8 2–15 2–3

diskette display general hard drive installing hardware keyboard memory minor mouse network power supply printer SCSI software

processor

failed

processor heatsink

Quick Boot 2–1

Rambus memory 2–30

B–1

2–26

Remote Wakeup feature resetting

CMOS

password jumper RIMM sockets RTC battery

B–1

A–3

2–30

2–1, A–1

Index–2 Troubleshooting Guide

SCSI device problems 2–32 SCSI drivers

A–9

E–1

B–1

A–10

installing security password serial port setup password SMART Hard Drive software

protecting

restoring software problems System Board

1–10

A–2

2–35

temperature alert A–11 Time & Date

A–3

Index

Troubleshooting Guide Index–3

Compaq 177620-006 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Computer Diagnostic Features

Compaq Diagnostics for Windows

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

ToolBar—Icons for Different Categories of Information

Tabs—Overview, Test, Status, Log, Error

Installing Compaq Diagnostics for Windows

Using Categories in Compaq Diagnostics for Windows

Running Diagnostic Tests in Compaq Diagnostics for Windows

Compaq Configuration Record Utility

Running Configuration Record Utility

Compaq Remote Diagnostics Enabling Agent

Starting the Remote Diagnostics Enabling Agent

Protecting Your Software

Restoring Your Software

Troubleshooting Without Diagnostics

Helpful Hints

Solving General Problems

Solving Power Supply Problems

Solving Diskette Problems

Solving Hard Drive Problems

Solving Display Problems

Solving Audio Problems

Solving Printer Problems

Solving Keyboard and Mouse Problems

Solving Hardware Installation Problems

Solving Network Problems

Solving Processor Problems

Solving Memory Problems

Solving SCSI Problems

Solving CD-ROM and DVD Problems

Solving Software Problems

Contacting Compaq Customer Support

Post Error Messages

POST Numeric Codes and Text Messages

POST Diagnostic Keyboard LEDs, Front Panel LEDs and Audible Codes

Password Security and Resetting CMOS

Resetting the Password Jumper

Clearing and Resetting the CMOS

Using the CMOS Button

Using Computer Setup to Reset CMOS

Drive Protection System (DPS)

Introducing the Drive Protection System

Accessing DPS Through Compaq Diagnostics for Windows

Accessing DPS Through Computer Setup

Setting up Analog/Digital Audio Output

Microsoft Windows 98 and Microsoft Windows 2000

Microsoft Windows NT 4.0

Microsoft Windows XP

Index