292974-002.book Page i Tuesday, July 9, 2002 5:46 PM
b
Troubleshooting Guide
Compaq D315
Document Part Number: 292974-002
July 2002
This guide provides helpful hints and solutions for troubleshooting
the above product as well as scenarios for possible hardware and
software problems.
292974-002.book Page ii Tuesday, July 9, 2002 5:46 PM
© 2002 Compaq Information Technologies Group, L.P.
Compaq and the Compaq logo are trademarks of Compaq Information
Technologies Group, L.P. in the U.S. and other countries.
Microsoft, Windows, and Windows NT are trademarks of Microsoft
Corporation in the U.S. and 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 in this document 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
Å
directions could result in bodily harm or loss of life.
Ä
CAUTION: Text set off in this manner indicates that failure to follow
directions could result in damage to equipment or loss of information.
Troubleshooting Guide
Second Edition (July 2002)
Document Part Number: 292974-002
292974-002.book Page iii Tuesday, July 9, 2002 5:46 PM
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
Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Contents
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11
Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19
Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27
Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29
Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–31
Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
Troubleshooting Guide iii
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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
C Drive Protection System (DPS)
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 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–1
Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
Index
iv Troubleshooting Guide
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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 2000 and Microsoft Windows XP.
It also allows you to perform hardware and software tests on the
subsystems of your computer.
1
Computer Diagnostic Features
✎
When you invoke Diagnostics for Windows, the Overview screen is
displayed, which shows the current configuration of the computer.
From the Overview screen, there is access to several categories of
information about the computer and the Test tab. The information in
every screen of the utility can be saved to a file or printed.
To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the TEST window or by
shaded check boxes that cannot be selected.
Troubleshooting Guide 1–1
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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,
1–2 Troubleshooting Guide
and Serial Number
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Tabs—Overview, Test, Status, Log, Error
Below the ToolBar are five tabs:
■ Overview—The Overview window displays general overview
■ Test—The Test window allows you to choose various parts of
■ Status—The Status window displays the status of each test in
Computer Diagnostic Features
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.
the system to test. You can also choose the type of test and
testing mode.
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.
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
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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 the 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.
✎
1–4 Troubleshooting Guide
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
4. Review, print, and/or save this information as needed.
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.
292974-002.book Page 5 Tuesday, July 9, 2002 5:46 PM
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 Test tab, or click Tab at the top of the screen and
select Test.
Troubleshooting Guide 1–5
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Computer Diagnostic Features
3. Select one of the following options:
❏ Quick Test—Runs a quick, general test on each device.
Requires no user intervention if Unattended Mode is selected.
❏ Complete Test—Runs maximum testing of each device. The
user can select Interactive Mode or Unattended Mode.
❏ Custom Test—Runs only the tests you select. To select
specific devices or tests, find the device in the list, then select
the check box beside each test. When selected, a red check
mark is displayed in the box. Some tests selected may require
user intervention.
✎
To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the Test window or by
shaded boxes that cannot be checked.
4. Select Interactive Mode or Unattended Mode. In Interactive
Mode, the diagnostic software will prompt you for input during
tests that require it. Some tests require interaction and will
display errors or halt testing if selected in conjunction with
Unattended Mode.
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
8. To exit Compaq Diagnostics for Windows, click File, then
1–6 Troubleshooting Guide
contact your Compaq authorized dealer, reseller, or service
provider for assistance.
click Exit.
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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. 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 offline and to assist in maximizing the desktop’s
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.
Computer Diagnostic Features
✎
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.
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.
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.
Troubleshooting Guide 1–7
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Computer Diagnostic Features
✎
✎
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
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.
3. To save the information in the left or right window, select File >
Save Window File and then select Left Window File or Right
Window File.
Saving the configuration of the computer periodically allows the user
to keep a history of the configuration. This history may be useful to
your service provider if the system ever encounters a problem that
needs debugging.
4. To exit 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.
✎
1–8 Troubleshooting Guide
The Compaq Remote Diagnostics Enabling Agent only works if
Diagnostics for Windows is also installed.
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.
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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.
Computer Diagnostic Features
✎
✎
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 is available through a
SoftPaq at www.compaq.com under Management Applications and
Utilities. For more information about Compaq Insight Manager LC,
see the Desktop Management Guide.
To start this utility:
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
292974-002.book Page 10 Tuesday, July 9, 2002 5:46 PM
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
292974-002.book Page 1 Tuesday, July 9, 2002 5:46 PM
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.
2
✎
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.
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.
F10 or F12). The default mode is
Troubleshooting Guide 2–1
292974-002.book Page 2 Tuesday, July 9, 2002 5:46 PM
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
■ Check to see that the computer is turned on and the green power
■ Check to see that the monitor is turned on and the green monitor
■ Turn up the brightness and contrast controls of the monitor if the
electrical outlet.
light is on.
light is on.
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,
Ä
2–2 Troubleshooting Guide
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.
292974-002.book Page 3 Tuesday, July 9, 2002 5:46 PM
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
Troubleshooting Without Diagnostics
Computer will not
turn on.
Computer will not
respond to keyboard or
mouse.
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).
Computer is in Stand By
mode.
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 the power button to resume
from Stand By mode.
CAUTION: When attempting to resume from Stand By mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, Stand By mode is lost, and you
will lose your data.
Troubleshooting Guide 2–3
292974-002.book Page 4 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving General Problems (Continued)
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.
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.
First, reset the date and time under
Control Panel (Computer Setup
can also be used to update the
RTC date and time). If the problem
persists, replace the RTC battery.
See the Hardware Reference Guide
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.
Computer appears to
pause periodically.
2–4 Troubleshooting Guide
The unit temperature was
exceeded because the
computer was functioning
with the cover or access
panel removed.
Processor or system fan
has failed.
Network driver is loaded
and no network
connection is
established.
Replace cover or access panel, and
let the computer cool down before
attempting to turn on power to the
computer.
Contact a Compaq authorized
service provider to replace the
processor or system fan.
Establish a network connection, or
use Computer Setup or Microsoft
Windows Device Manager to disable
the network controller.
292974-002.book Page 5 Tuesday, July 9, 2002 5:46 PM
Solving General Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
Poor performance is
experienced.
Cursor will not move
using the arrow keys
on the keypad.
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 Num Lock key
may be on.
Press the Num Lock key. The
Num Lock light should not be on if
you want to use the arrow keys.
Troubleshooting Guide 2–5
292974-002.book Page 6 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Power Supply Problems
Solving Power Supply Problems
Problem Cause Solution
Computer will not turn on
(Power LED on front of
computer not on).
Computer is not
connected to an
Connect to an external power
source.
external power source.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power
source are plugged in properly
and the wall outlet is active.
Power switch not
connected to the
Plug the power switch cable into
the system board.
system board
(supported on select
models only).
Power line selector
switch on rear of
Select the proper AC voltage using
the slide switch.
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Wall outlet is defective. Test the outlet by connecting a
different electrical device to the
outlet.
Power LED flashes Red or
Yellow every 2 seconds on
most models.
2–6 Troubleshooting Guide
Power supply
overloaded or short
was detected.
Diskette drive power
cable not properly
connected.
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.
292974-002.book Page 7 Tuesday, July 9, 2002 5:46 PM
Solving Power Supply Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
Power LED flashes Red or
Yellow every 2 seconds on
most models (continued).
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.
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.
Replace power supply.
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
292974-002.book Page 8 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Diskette Problems
Common causes and solutions for diskette problems are listed in the
following table.
✎
hardware, such as an additional diskette drive. See “Solving
Hardware Installation Problems” for instructions.
Solving Diskette Problems
Problem Cause Solution
You may need to reconfigure the computer when you add or remove
Diskette drive light
stays on.
Diskette is damaged. Right-click Start, click Explore,
and select a drive. Select File >
Properties > Tools. Under
Error-checking, click Check Now.
Diskette is incorrectly
inserted.
Drive button is not
pushed in.
Files on diskette are
damaged.
Drive cable is not
properly connected.
Remove diskette and reinsert.
Push in drive button.
Check the program diskettes.
Reconnect drive cable.
Drive not found. Cable is loose. Reseat diskette drive data and
power cable.
Removable drive is not
seated properly.
Diskette drive cannot write
to a diskette.
2–8 Troubleshooting Guide
Diskette is not
formatted.
Diskette is
write-protected.
Writing to the wrong
drive.
Not enough space is
left on the diskette.
Reseat the drive.
Format the diskette.
Use another diskette or remove the
write protection.
Check the drive letter in your path
statement.
Use another diskette.
292974-002.book Page 9 Tuesday, July 9, 2002 5:46 PM
Solving Diskette Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
Diskette drive cannot write
to a diskette (continued).
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
A problem has occurred
with a disk transaction.
The directory structure
is bad, or there is a
problem with a file.
Right-click Start, click Explore,
and select a drive. Select File >
Properties > Tools. Under
Error-checking, click Check Now.
Diskette drive cannot read
a diskette.
Diskette is not
formatted.
Format the diskette.
1. From Windows Explorer select
the disk (A) drive.
2. Right-click the drive letter and
select Format.
3. Select the desired options, and
click Start to begin formatting
the diskette.
You are using the
wrong diskette type for
the drive type.
You are reading the
wrong drive.
Check the type of drive that you
are using and use the correct
diskette type.
Check the drive letter in the path
statement.
Diskette is damaged. Replace the diskette with a
new one.
Troubleshooting Guide 2–9
292974-002.book Page 10 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem Cause Solution
“Invalid system disk”
message is displayed.
A diskette that does not
contain the system files
needed to start your
computer has been
inserted in the drive.
Diskette error has
occurred.
Nonsystem disk/NTLDR
missing message.
The system is trying
to start from a
nonbootable diskette.
Cannot Boot to Diskette. Diskette is not
bootable.
Diskette boot has been
disabled in Computer
Setup.
Removable media boot
has been disabled in
Computer Setup.
Diskette MBR
validation is enabled.
When drive activity stops, remove
the diskette and press the
Spacebar. The computer should
start up.
Restart your computer by pressing
the power button.
Remove the diskette from the
drive.
Replace with a bootable diskette.
Run Computer Setup and enable
diskette boot in Storage > Boot
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.
2–10 Troubleshooting Guide
292974-002.book Page 11 Tuesday, July 9, 2002 5:46 PM
Solving Hard Drive Problems
Solving Hard Drive Problems
Problem Cause Solution
Troubleshooting Without Diagnostics
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
Cable could be loose. Check cable connections.
(identified).
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.
Right-click Start, click Explore,
and select a drive. Select File >
Properties > Tools. Under
Error-checking, click 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 Advanced >
Power-On.
Troubleshooting Guide 2–11
Drive jumper settings
may be incorrect.
Drive’s IDE controller is
disabled in Computer
Setup.
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.
Run Computer Setup and enable
the Primary and Secondary IDE
controllers in Storage > Storage
Options.
292974-002.book Page 12 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Hard Drive Problems (Continued)
Problem Cause Solution
Drive not found (identified)
(continued).
Nonsystem disk/NTLDR
missing message.
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.
Run Computer Setup and increase
the POST Delay in Advanced >
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 Security > Restore Master
Boot Record.
Insert a bootable system diskette
and restart. Verify hard drive is
partitioned and formatted. Install
system files for the appropriate
operating system if necessary.
Second Ultra ATA hard
drive does not perform
optimally.
Hard drive boot has
been disabled in
Computer Setup.
You are using the
wrong cable for the
drive type.
Run Computer Setup and enable
the hard drive entry in the
Storage > Boot Order list.
Reinstall the second Ultra ATA hard
drive using an 80-conductor cable.
The 80-conductor cable is standard
on select models.
Both slow and fast
UATA devices are on
the same data cable.
Change slow UATA devices to a
separate data cable connected to
the secondary IDE controller on the
system board.
2–12 Troubleshooting Guide
292974-002.book Page 13 Tuesday, July 9, 2002 5:46 PM
Solving Hard Drive Problems (Continued)
Problem Cause Solution
Computer will not start. Hard drive is damaged. Observe the beeps and LED lights
Troubleshooting Without Diagnostics
on the keyboard. See Appendix A,
“POST Error Messages” to
determine possible causes.
See your Worldwide Limited
Warranty for details.
Computer seems to be
locked up.
Program in use has
stopped responding to
commands.
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.
Troubleshooting Guide 2–13
292974-002.book Page 14 Tuesday, July 9, 2002 5:46 PM
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 will not sync at the
resolution chosen.
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 Desktop
Management Guide for more
information.
Be sure that the monitor can accept
the same sweep rate as the
resolution chosen.
CAUTION: When attempting to resume from Stand By mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, Stand By mode is lost, and you
will lose your data.
2–14 Troubleshooting Guide
Computer is in Stand
By mode.
Press the power button to resume
from Stand By mode.
292974-002.book Page 15 Tuesday, July 9, 2002 5:46 PM
Solving Display Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
Blank screen (continued). Monitor cable is
plugged into the wrong
connector.
The VGA/BNC
selector switch is not
properly set.
Monitor does not function
properly when used with
energy saver features.
Monitor without energy
saver capabilities is
being used with energy
saver features enabled.
Graphics colors are
wrong.
The cabling or monitor
impedance is incorrect.
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.
Dim characters. The brightness and
contrast controls are
Adjust the monitor brightness and
contrast controls.
not set properly.
Cables are not properly
connected.
Check that the graphics cable is
securely connected to the graphics
card and the monitor.
The RGB switch on the
back of the monitor is
incorrectly set.
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.
Troubleshooting Guide 2–15
292974-002.book Page 16 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem Cause Solution
Blurry video or requested
resolution cannot be set.
If the graphics
controller was
upgraded, the correct
graphics drivers may
not be loaded.
Monitor is not capable
of displaying requested
resolution.
Screen goes blank. You may have a screen
blanking utility installed
or energy saver
features are enabled.
The picture is broken up,
or it rolls, jitters, or flashes.
The monitor
connections may be
incomplete or the
monitor may be
incorrectly adjusted.
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.
Monitor overheats. There is not enough
ventilation space for
proper airflow.
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.
2–16 Troubleshooting Guide
292974-002.book Page 17 Tuesday, July 9, 2002 5:46 PM
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
Troubleshooting Without Diagnostics
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.
Double-click the Speaker icon on
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.
Troubleshooting Guide 2–17
Volume is muted. 1. From the Control Panel
program, click Sound, Speech
and Audio Devices, then click
Sounds and Audio Devices.
2. Click the Mute check box to
remove the check mark from
the box.
292974-002.book Page 18 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Audio Problems (Continued)
Problem Cause Solution
Sound does not come out
of the speaker or
headphones (continued).
Noise or no sound comes
out of the speakers or
headphones.
Computer is in Stand
By mode.
Computer may not be
detecting the correct
speaker/headphone
type or output or
analog-to-digital
auto-sense is not
engaged.
Press the power button to resume
from Stand By mode.
1. If you are using digital
speakers that have a stereo
jack and want the system to
auto-switch to digital, use a
stereo-to-mono adapter
to properly engage the
auto-sense feature.
2. If a stereo-to-mono adapter
is not available, use the
multimedia device properties
to manually switch the audio
signal from analog to digital.
3. If the headphones have a
mono jack, use the multimedia
device properties to switch the
system to analog out.
For information on how to change
the Audio Output Mode, see
Appendix D, “Setting Up
Analog/Digital Audio Output.”
If you set digital as 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
change the output mode back into an auto-sense or digital mode.
See Appendix D, “Setting Up Analog/Digital Audio Output” for additional information.
2–18 Troubleshooting Guide
292974-002.book Page 19 Tuesday, July 9, 2002 5:46 PM
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
Troubleshooting Without Diagnostics
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.
The correct printer
driver for your
application is not
installed.
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 [printer port] is the
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.
Printer is offline. The printer may be out
Troubleshooting Guide 2–19
The cables may not be
connected properly.
Printer memory may be
overloaded.
of paper.
Reconnect all cables.
Reset the printer by turning it off for
one minute, then turn it back on.
Check the paper tray and refill it if
it is empty. Select online.
292974-002.book Page 20 Tuesday, July 9, 2002 5:46 PM
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.
CAUTION: When attempting to resume from Stand By mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, Stand By mode is lost, and you
will lose your data.
Keyboard connector
is not properly
connected.
Program in use has
stopped responding
to commands.
Keyboard needs
repairs.
Computer is in Stand
By mode.
1. On the Windows desktop,
click Start.
2. Click Shut Down or Turn Off
Computer. The Turn Off
Computer dialog box is
displayed.
3. Select Shut Down or Turn O ff.
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 power button to resume
from Stand By mode.
Cursor will not move using
the arrow keys on the
keypad.
2–20 Troubleshooting Guide
The Num Lock key
may be on.
Press the Num Lock key. The
Num Lock light should not be on if
you want to use the arrow keys.
292974-002.book Page 21 Tuesday, July 9, 2002 5:46 PM
Solving Mouse Problems
Problem Cause Solution
Troubleshooting Without Diagnostics
Mouse does not respond
to movement or is
too slow.
Mouse connector is
not properly plugged
into the back of the
computer.
Program in use has
stopped responding to
commands.
Shut down your computer using the
keyboard.
1. Press the Ctrl and Esc keys at
the same time (or press the
Windows logo key) to display
the Start menu.
2. Use the up or down arrow key
to select Shut Down or Turn
Off Computer and then press
the Enter key.
3. Use the up or down arrow key
to select the Shut Down or
Turn O f f option and then press
the Enter key.
4. After the shutdown is complete,
plug the mouse connector into
the back of your computer (or
the keyboard) and restart your
computer.
Shut down the computer using the
keyboard and then restart the
computer.
CAUTION: When attempting to resume from Stand By mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, Stand By mode is lost, and you
will lose your data.
Mouse will only move
vertically, horizontally, or
movement is jerky.
Troubleshooting Guide 2–21
Mouse needs repairs. See your Worldwide Limited
Warranty booklet for details.
Computer is in Stand
By mode.
Mouse roller ball is
dirty.
Press the power button to resume
from Stand By mode.
Remove roller ball cover from the
bottom of the mouse and clean it
with a mouse cleaning kit available
from most computer stores.
292974-002.book Page 22 Tuesday, July 9, 2002 5:46 PM
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 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 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.
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.
2–22 Troubleshooting Guide
292974-002.book Page 23 Tuesday, July 9, 2002 5:46 PM
Solving Hardware Installation Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
A new device is not
recognized as part of the
system (continued).
A plug and play board
may not automatically
configure when
added if the default
configuration conflicts
with other devices.
Computer will not start. Wrong memory
modules were used in
the upgrade or memory
modules were installed
in the wrong location.
Use Windows 2000 or Windows XP
Device Manager to deselect the
automatic settings for the board
and choose a basic configuration
that does not cause a resource
conflict. You can also use
Computer Setup to reconfigure or
disable devices to resolve the
resource conflict.
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 2–23
292974-002.book Page 24 Tuesday, July 9, 2002 5:46 PM
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.
Network controller is
disabled.
Incorrect Network Driver. Check the network controller
No active network is
detected.
Network controller is not
set up properly.
Use an RJ-45 network connection.
Use the Network control
application to enable Remote
Wakeup. See the Desktop
Management Guide.
Run Computer Setup and enable
network controller.
documentation for the correct
driver or obtain the latest driver
from the manufacturer’s 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.
2–24 Troubleshooting 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.
292974-002.book Page 25 Tuesday, July 9, 2002 5:46 PM
Solving Network Problems (Continued)
Problem Cause Solution
Troubleshooting Without Diagnostics
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.
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.
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 Computer Setup
Advanced menu, change the
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.
Network controller
stopped working when
an expansion board was
added to the computer.
Troubleshooting Guide 2–25
The network controller
is not configured for this
computer.
Network controller
interrupt is shared with an
expansion board.
Select the Network icon in the
Control Panel and configure the
network controller.
Under the Computer Setup
Advanced menu, change the
resource settings for the board.
292974-002.book Page 26 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Network Problems (Continued)
Problem Cause Solution
Network controller
stopped working when
an expansion board was
added to the computer
(continued).
Network controller stops
working without
apparent cause.
The network controller
requires drivers.
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.
Verify that the drivers were not
accidentally deleted when the
drivers for a new expansion board
were installed.
Reinstall the network drivers,
using the Compaq Restore CD.
Use the Computer Setup to
disable the embedded NIC.
Reinstall the network drivers,
using the Compaq Restore CD.
Ensure that the cable is securely
attached to the network connector
and that the other end of the cable
is securely attached to the correct
device.
New network card will
not boot.
Cannot connect to
network server when
The network controller is
defective.
New network card may
not be Compaq
compatible.
The network controller is
not configured properly.
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.
attempting Remote
System Installation.
System setup utility
reports unprogrammed
Unprogrammed
EEPROM.
Contact your Compaq authorized
service provider.
EEPROM.
2–26 Troubleshooting Guide
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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
Troubleshooting Without Diagnostics
Poor performance is
experienced.
Processor is hot. 1. Make sure the airflow to the
Solving Memory Problems
If you encounter memory problems, some common causes and
solutions are listed in the following table.
CAUTION: For those systems that support ECC memory, Compaq does
Ä
not support mixing ECC and non-ECC memory. Otherwise, the
Num Lock LED on non-USB keyboards will blink continuously, and the
system will not boot the operating system. In addition, if a speaker
is installed in the system, there will be a short beep followed by 2 long
beeps.
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.
✎
Troubleshooting Guide 2–27
See the “Interpreting the Diagnostic Lights” section of the Getting
Started guide to identify other possible memory problems.
292974-002.book Page 28 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
Solving Memory Problems
Problem Cause Solution
System will not boot or
does not function properly
after installing additional
memory modules.
Memory module is not
the correct type or
speed grade for the
system or the new
memory module is
not seated properly.
Out of memory error. Memory configuration
may not be set up
correctly.
You have run out of
memory to run the
application.
Memory count during
POST is wrong.
The memory modules
may not be installed
correctly.
Insufficient memory error
during operation.
Too many Terminate
and Stay Resident
programs (TSRs) are
installed.
Replace module with the correct
industry-standard device for your
computer.
ECC and non-ECC memory
modules cannot be mixed.
Use the Device Manager to check
memory configuration.
Check the application
documentation to determine the
memory requirements.
Check that the memory modules
have been installed correctly and
that proper modules are used.
Delete any TSRs that you do
not need.
Unit is on but there is no
video and, on most
models, the Power LED is
You have run out of
memory for your
application.
Memory is not installed
correctly and system is
not booting.
Check the memory requirements
for the application or add more
memory to the computer.
Reinstall memory modules.
flashing Red or Yellow.
2–28 Troubleshooting Guide
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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
Troubleshooting Without Diagnostics
System will not boot from
CD-ROM or DVD drive.
CD-ROM or DVD devices
are not detected or driver
is not loaded.
Movie will not play in the
DVD drive.
Cannot eject compact disc
(tray-load unit).
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.
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.
CD-ROM, CD-RW,
DVD-ROM, or DVD-R/RW
drive cannot read a disc or
takes too long to start.
Troubleshooting Guide 2–29
CD has been inserted
upside down.
Re-insert the CD with the label
facing up.
292974-002.book Page 30 Tuesday, July 9, 2002 5:46 PM
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.
2–30 Troubleshooting Guide
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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
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.
Troubleshooting Without Diagnostics
factory-installed operating system, check to be sure it is
supported on your system.
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.
Troubleshooting Guide 2–31
292974-002.book Page 32 Tuesday, July 9, 2002 5:46 PM
Troubleshooting Without Diagnostics
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
www.compaq.com.
✎
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.
2–32 Troubleshooting Guide
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This appendix lists the error codes, error messages, and the various
indicator light and audible sequences that you may encounter during
Power-On Self-Test (POST) or computer restart, the probable source
of the problem, and steps you can take to resolve the error condition.
A
Post Error Messages
POST Numeric Codes and Text Messages
This section covers those POST errors that have numeric codes
associated with them. The section also includes some text messages
that may be encountered during POST.
Numeric Codes and Text Messages
Code/Message Beeps Probable Cause Recommended Action
101-Option ROM
Error
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. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
5. If the message disappears,
there may be a problem
with the expansion card.
*L = Long, S = Short
Troubleshooting Guide A–1
6. Replace the system board.
292974-002.book Page 2 Tuesday, July 9, 2002 5:46 PM
Post Error Messages
Numeric Codes and Text Messages (Continued)
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. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
2. Remove expansion boards.
3. Replace the system board.
1. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
2. Remove expansion boards.
3. Replace the system board.
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 Hardware
Reference Guide 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
292974-002.book Page 3 Tuesday, July 9, 2002 5:46 PM
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
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
Setup can also be used to
update the RTC date and time).
If the problem persists, replace
the RTC battery. See the
Hardware Reference Guide 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.
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
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Post Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
201-Memory
Error
202-Memory
Type Mismatch
207-ECC
Corrected Single
Bit Errors in
Memory Module
Sock e 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
None Processor has failed to
Processor
*L = Long, S = Short
A–4 Troubleshooting Guide
initialize.
1. Reseat the processor in its
socket.
2. If the processor does not
respond, replace it.
292974-002.book Page 5 Tuesday, July 9, 2002 5:46 PM
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
213-Incompatible
Memory Module
in Memory
Socket(s) X, X,...
214-Memory
Device Failure.
Error code: XX,
Memory Module
Socket(s): XX
301-Keyboard
Error
2S* A memory module
in memory socket
identified in the error
message is missing
1. Verify proper memory
module type.
2. Try another memory
socket.
critical SPD
information, or is
incompatible with the
chipset.
None A specific error has
occurred in a memory
device installed in the
identified socket.
3. Replace memory module
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.
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.
303-Keyboard
Controller Error
None I/O board keyboard
controller.
1. Reconnect keyboard with
computer turned off.
2. Replace the system board.
304-Keyboard or
System Unit Error
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.
*L = Long, S = Short
Troubleshooting Guide A–5
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Post Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
401-Parallel
Port 1 Address
Assignment
Conflict
402-Monochrome
Adapter Failure
403-Parallel Port
3 Address
Conflict Detected
404-Parallel Port
Address Conflict
Detected
410-Audio
Interrupt Conflict
2S* IRQ address conflicts
with another device.
1L, 2S* Monochrome display
controller.
2S* IRQ address conflicts
with another device.
2S* Both external and
internal ports are
assigned to
parallel port X.
2S* IRQ address conflicts
with another device.
Reset the IRQ.
Replace the Monochrome
display controller.
Reset the IRQ.
1. Remove any parallel port
expansion cards.
2. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
3. Reconfigure card
resources and/or run
Computer Setup.
Reset the IRQ.
411-Network
Interface Card
2S* IRQ address conflicts
with another device.
Reset the IRQ.
Interrupt Conflict
*L = Long, S = Short
A–6 Troubleshooting Guide
292974-002.book Page 7 Tuesday, July 9, 2002 5:46 PM
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
501-Display
Adapter Failure
510-Splash
Screen image
corrupted
511-CPU, Rear,
or Front Fan not
detected
601-Diskette
Controller 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.
1. Reseat the graphics card
(if applicable).
2. Clear CMOS. (See Appendix
B, “Password Security and
Resetting CMOS.”)
3. Verify monitor is attached
and turned on.
4. Replace the graphics
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. (See Appendix
B, “Password Security and
Resetting CMOS.”)
602-Diskette
None Diskette in Drive A not
Boot Record
Error
*L = Long, S = Short
Troubleshooting Guide A–7
4. Replace diskette drive.
5. Replace the system board.
Replace the diskette.
bootable.
292974-002.book Page 8 Tuesday, July 9, 2002 5:46 PM
Post Error Messages
Numeric Codes and Text Messages (Continued)
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.
2. Disconnect any other
diskette controller devices
(tape drives).
3. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
None External tape drive not
connected.
Reinstall tape drive or press
F1 and allow system to
reconfigure without the drive.
2S* Configuration error. Run Computer Setup.
2S* Configuration error. 1. Run Computer Setup.
2. Remove expansion cards.
3. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
660-Display
None Integrated graphics
cache is detected
unreliable
912-Computer
None No action required.
Cover Has Been
Removed Since
Last System
Startup
*L = Long, S = Short
A–8 Troubleshooting Guide
controller display
cache is not working
properly and will be
disabled.
Replace system board if
minimal graphics degrading
is an issue.
292974-002.book Page 9 Tuesday, July 9, 2002 5:46 PM
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
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
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.
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. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
3. Reconfigure card
resources and/or run
Computer Setup or
Windows utilities.
1152-Serial
2S* Both external and
Port 2 Address
Conflict Detected
*L = Long, S = Short
Troubleshooting Guide A–9
internal serial ports are
assigned to COM2.
1. Remove any serial port
expansion cards.
2. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
3. Reconfigure card
resources and/or run
Computer Setup or
Windows utilities.
292974-002.book Page 10 Tuesday, July 9, 2002 5:46 PM
Post Error Messages
Numeric Codes and Text Messages (Continued)
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
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.
1. Remove any serial port
expansion cards.
2. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
3. Reconfigure card resources
and/or run Computer Setup
or Windows utilities.
Reset the IRQ.
Reset the IRQ.
Reset the IRQ.
1. Reconnect the fan.
2. Replace the fan.
3. Replace the system board.
*L = Long, S = Short
A–10 Troubleshooting Guide
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Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
1720-SMART
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. 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.
1. Run Computer Setup.
2. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
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. Replace the hard drive.
8. Replace the system board.
*L = Long, S = Short
Troubleshooting Guide A–11
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Post Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
1800-Temperature Alert
None Internal temperature
exceeds specification.
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.
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.
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.
*L = Long, S = Short
A–12 Troubleshooting Guide
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Numeric Codes and Text Messages (Continued)
Code/Message Beeps Probable Cause Recommended Action
Post Error Messages
2000-Master
Boot Record
Hard Drive has
changed.
Invalid Electronic
Serial Number.
ECC Multiple Bit
Error Detected in
Memory Module.
1L, 2S* The current bootable
hard drive is not the
same as the one that
was present when
MBR Security was
enabled.
None Electronic serial
number has become
corrupted.
None Chipset has detected
more than one bad bit
in a 64-bit quadword of
the memory array.
Run Computer Setup and
either disable MBR security or
save the MBR of the current
bootable disk.
1. Run Computer Setup. If
Setup already has data
in the field or will not allow
the serial number to be
entered, download from
www.compaq.com and run
SP5572.EXE (SNZERO.EXE).
2. Run Computer
Setup and
try to enter serial number
under Security, System ID,
then save changes.
Replace the memory module.
Parity Check 2. None Parity RAM failure. Run Computer Setup and
Diagnostic Utilities.
*L = Long, S = Short
Troubleshooting Guide A–13
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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)
✎
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes
keyboard, you may hear the beep sequences for some of the keyboard
light error codes, but you may not see the flashing keyboard lights.
Activity Beeps Probable Cause Recommended Action
Flashing Caps
Lock LED on
Keyboard.
Flashing Num
Lock LED on
Keyboard (on
select models.)
None Graphics controller not
present or incorrectly
initialized.
None System memory not
present.
1. Clear CMOS. (See
Appendix B, “Password
Security and Resetting
CMOS.”)
2. If graphics card has been
added, remove and
reseat.
3. Reseat riser board if
applicable.
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.
CAUTION: For those systems that support ECC memory, Compaq does not support mixing
Ä
ECC and non-ECC memory. Otherwise, the
continuously, and the system will not boot the operating system. In addition, if a speaker
is installed in the system, there will be a short beep followed by 2 long beeps.
A–14 Troubleshooting Guide
Num Lock LED on non-USB keyboards will blink
292974-002.book Page 15 Tuesday, July 9, 2002 5:46 PM
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Probable Cause Recommended Action
Post Error Messages
Num Lock LED On
(keyboard).
Flashing Scroll
Lock LED on
keyboard (on
select models.)
Green Power
LED flashes
every 2 seconds.
Green Power
LED On.
Red or Yellow
Power LED
flashes every
2 seconds (on
select models.)
None Failed Boot Block. Reflash the ROM using a
ROMPaq diskette. See the
“Failsafe Boot Block ROM”
section of the Desktop
Management Guide.
None System board hardware
Replace system board.
failure (prior to
graphics).
None Computer in normal
None
Suspend mode.
None Computer on. None
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.
Troubleshooting Guide A–15
292974-002.book Page 16 Tuesday, July 9, 2002 5:46 PM
Post Error Messages
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Probable Cause Recommended Action
Flashing Power
and Hard Drive
Green LEDs.
Red 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
None Unseated riser board. 1. Remove riser board.
2. Wipe connector.
3. Reinstall riser board (see
the Hardware Reference
Guide for directions on
removing the riser board).
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.
3. Not flashing.
A–16 Troubleshooting Guide
292974-002.book Page 1 Tuesday, July 9, 2002 5:46 PM
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.
B
Ä
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, you can gain access to
the information on the computer by resetting the password jumper.
CAUTION: Resetting the password jumper 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 for information on backing up your
CMOS settings.
Troubleshooting Guide B–1
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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. Turn off the computer and any external devices, then disconnect
WARNING: To reduce the risk of personal injury from electrical shock
Å
Ä
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.
the power cord from the power outlet.
Ä
✎
✎
CAUTION: Static electricity can damage the electronic components
of the computer or optional equipment. Before beginning these
procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See the Hardware Reference Guide
for more information.
2. Remove the access panel.
3. Locate the header labeled JCMOS1.
For assistance locating the password jumper and other system board
components, see the Illustrated Parts Map (IPM) for your particular
system.
4. Move the jumper from pins 1 & 2 to pins 2 & 3.
5. Replace the access panel.
6. Connect the power cord to the power outlet. Turn on the system
and allow it to start.
Placing the jumper on pins 2 & 3 clears the current passwords and
disables the password features.
B–2 Troubleshooting Guide
292974-002.book Page 3 Tuesday, July 9, 2002 5:46 PM
7. To re-enable the password features, repeat steps 1-4, then replace
8. Repeat steps 5-6, then establish new passwords. See the
Password Security and Resetting CMOS
the jumper on pins 1 and 2.
Computer Setup (F10) Utility Guide for Computer Setup
instructions.
✎
All passwords will be cleared.
Clearing and Resetting the CMOS
The computer’s configuration memory (CMOS) stores password
information and information about the computer’s configuration. To
reset CMOS to the factory default settings first set time and date, you
must first access the Computer Setup Utilities menu.
1. When the Computer Setup message appears in the lower-right
corner of the screen, press the
✎
If you do not press the F10 key while the message is displayed, you
must reboot the computer to access the utility.
2. Press the
appears in the Computer Setup Utilities menu: File, Storage,
Security, and Advanced.
3. 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.
Enter key to select English. A choice of four headings
Tab key to select File > Set Defaults
F10 key.
4. Press the
5. Press the
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–3
Enter key.
F10 key to confirm the reset or the Esc key to cancel the
reset.
292974-002.book Page 4 Tuesday, July 9, 2002 5:46 PM
Password Security and Resetting CMOS
B–4 Troubleshooting Guide
292974-002.book Page 1 Tuesday, July 9, 2002 5:46 PM
The Compaq Drive Protection System (DPS) is a diagnostic tool
built into the hard drives installed in select Desktops. 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.
C
Drive Protection System (DPS)
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
292974-002.book Page 2 Tuesday, July 9, 2002 5:46 PM
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
2. Select Test > Type of Test.
Panel > Compaq Diagnostics.
A choice of five possible headings appears in the Diagnostics
screen: Overview, Test, Status, Log, and Error.
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 g in Testing .
When the test has been completed, one of three messages will be
displayed for each of the drives tested:
■ Test Succeeded. Completion Code 0.
■ Test Aborted. Completion Code 1 or 2.
■ Test Failed. Drive Replacement Recommended. Completion
Code 3 through 14.
If the test failed, the completion code should be recorded and reported
to your service provider for help in diagnosing the computer problem.
C–2 Troubleshooting Guide
292974-002.book Page 3 Tuesday, July 9, 2002 5:46 PM
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:
1. Turn on or restart the computer.
2. When the F10 Setup message appears in the lower-right corner of
If you do not press the F10 key while the message is displayed, you
✎
must turn the computer off, then on again, to access the utility.
the screen, press the
Drive Protection System (DPS)
F10 key.
✎
3. Press the
appears in the Computer Setup Utilities menu: File, Storage,
Security, and Advanced.
4. Select Storage > IDE DPS Self-Test and press the
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.
5. Select the hard drive to be tested and press the
6. Press the
A dialog will appear, telling you how long the test will take to
complete.
7. Repeat step 6.
When the test has been completed, one of three messages will be
displayed:
■ Test Succeeded. Completion Code 0.
Enter key to select English. A choice of four headings
Enter key.
Enter key.
F10 key to start the test or the Esc key to cancel the test.
■ Test Aborted. Completion Code 1 or 2.
■ Test Failed. Drive Replacement Recommended. Completion
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
Code 3 through 14.
292974-002.book Page 4 Tuesday, July 9, 2002 5:46 PM
Drive Protection System (DPS)
C–4 Troubleshooting Guide
292974-002.book Page 1 Tuesday, July 9, 2002 5:46 PM
Setting up Analog/Digital Audio Output
Some computers may have an integrated audio solution that supports
analog or digital external stereo speakers. These systems are capable
of auto-sensing the speaker type and outputting the correct signal. To
manually change between analog, digital and auto-sense, complete
the following set of procedures based on your operating system.
D
✎
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 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. Double-click the appropriate audio device to open its Properties
panel.
5. In the Configuration area of the Settings tab, change the Output
Mode to the desired setting.
6. Click OK to close the Properties panel.
7. Close the System Properties panel.
8. Close the Control Panel.
Troubleshooting Guide D–1
292974-002.book Page 2 Tuesday, July 9, 2002 5:46 PM
Setting up Analog/Digital Audio Output
Microsoft Windows XP
1. Click Start > Control Panel and then double-click the Sounds,
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.
Speech, and Audio Devices icon.
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.
D–2 Troubleshooting Guide
292974-002.book Page 1 Tuesday, July 9, 2002 5:46 PM
Index
A
audio output D–1
audio problems
2–17
B
battery
real-time clock
Blank screen 2–14
booting options
Full Boot
Quick Boot 2–1
2–4
2–1
C
cabling, checking connections 2–2
CD-ROM or DVD problems 2–29
CMOS
backing up
clearing and resetting B–3
Compaq Configuratoin Record Utility
overview
Compaq Customer Support
Compaq Drive Protection System (DPS)
Compaq Remote Diagnostics Enabling Agent
1–8
computer
pauses
will not power on
computer cover
customer support 2–32
B–1
1–7
2–32
C–1
2–4
2–6
A–8
D
date and time display 2–4
Diagnostics for Windows
installing
Menu Bar
1–3
1–2
overview
running tests 1–5
ToolBar
disk controller failure
DPS
accessing
DPS (Drive Protection System)
1–1
1–2
A–11
C–2
E
error codes A–1
F
floppy port A–8
Full Boot
2–1
G
game port A–10
general problems
2–3
J
jumper settings 2–11
K
keyboard 2–2
keyboard error
keyboard problems
A–5
2–20
L
LEDs 2–4, 2–6, 2–7, 2–28
blinking power
flashing caps lock A–14
flashing Num lock
flashing power and hard drive
flashing Scroll lock
A–15, A–16
A–14
A–15
M
memory error A–3, A–4
memory problems 2–27
C–1
A–16
Troubleshooting Guide –1
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Troubleshooting Guide –2
292974-002.book Page 3 Tuesday, July 9, 2002 5:46 PM
MIDI port A–10
minor problems
monitor
blurry video
dim characters
overheats
mouse problems
2–2
2–16
2–15
2–16
2–20
N
network problems 2–24
P
parallel port A–6
password features
password jumper
resetting
passwords
power-on
setup
POST
Post Error Messages
power supply
power-on password
Power-On Self-Test (POST)
error messages
printer problems
problems
audio
CD-ROM and DVD
diskette 2–8
display
general
hard drive 2–11
installing hardware
keyboard
B–2
B–1
2–1
2–17
2–14
2–3
B–1
B–1
A–1
2–7
B–1
A–1
2–19
2–29
2–22
2–20
2–1, A–1
memory
minor
mouse 2–21
network
power supply
printer
software
processor
failed
processor heatsink
2–28
2–2
2–24
2–6
2–19
2–31
A–4
A–9
Q
Quick Boot 2–1
R
Remote Wakeup feature 2–24
resetting
CMOS
password jumper
RTC battery
B–1
B–1
A–3
S
security password B–1
serial port
setup password
SMART Hard Drive
software
protecting
restoring
software problems
System Board
A–9
B–1
A–11
1–10
1–10
2–31
A–2
T
temperature alert A–12
Time & Date
A–3
Troubleshooting Guide –3
292974-002.book Page 4 Tuesday, July 9, 2002 5:46 PM
–4 Troubleshooting Guide
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