Compaq DESKPRO Troubleshooting Guide

Troubleshooting Guide

Compaq Deskpro Family of Personal Computers

Troubleshooting Guide

Compaq Deskpro Family of Personal Computers

Notice

The information in this guide is subject to change without notice. COMPAQ COMPUTER CORPORATION SHALL NOT BE LIABLE FOR

TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN; NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OF THIS MATERIAL.

This guide contains information protected by copyright. Except for use in connection with the accompanying Compaq product, no part of this guide may be photocopied or reproduced in any form without prior written consent from Compaq Computer Corporation.



Compaq and Deskpro are registered in the U. S. Patent and Trademark Office. Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft products

referenced herein are trademarks or registered trademarks of Microsoft Corporation. Product names mentioned herein may be trademarks and/or registered trademarks of

their respective companies. The software described in this guide is furnished under a license agreement or

nondisclosure agreement. The software may be used or copied only in accordance with the terms of the agreement.

The following words and symbols mark special messages throughout this guide:

WARNING:

directions could result in bodily harm or loss of life.

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directions could result in damage to equipment or loss of information.

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Troubleshooting Guide

Compaq Deskpro Family of Personal Computers

Second Edition (September 1999) First Edition (June 1999) Part Number 122838-002

Compaq Computer Corporation

chapter 1

Troubleshooting

Helpful Hints ............................................................................................................................1-2

Solving General Problems........................................................................................................1-3

Solving Disk Problems.............................................................................................................1-5

Solving Graphics Problems ......................................................................................................1-7

Solving Audio Problems...........................................................................................................1-9

Solving Printer Problems..........................................................................................................1-9

Solving Hardware Installation Problems................................................................................1-10

Solving Network Problems.....................................................................................................1-11

Solving Memory Problems.....................................................................................................1-14

Solving SCSI Problems..........................................................................................................1-14

Solving CD-ROM and DVD Problems ..................................................................................1-15

Solving Software Problems ....................................................................................................1-15

Troubleshooting Using Compaq Intelligent Manageability Features.....................................1-16

Compaq Configuration Record Utility ...................................................................................1-16

Contacting Compaq Customer Support..................................................................................1-17

chapter 2

POST Error Messages

Error Codes...............................................................................................................................2-1

ONTENTS

appendix A

Password Security and Cleaing and Resetting CMOS

...................................................................A-1

appendix B

Computer Diagnostics

.......................................................................................................................B-1

appendix C

Drive Protection System (DPS)

......................................................................................................................................................I-1

Index

.........................................................................................................C-1

Troubleshooting

iii

chapter

ROUBLESHOOTING

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

POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. In this mode, the Compaq Logo and Web address appear on the computer monitor. If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any key (except F10 or F12). The default mode is POST Message Disabled.

The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection.

Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test. Full Boot runs all of the ROM-based system tests and takes longer to complete.

Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the schedule, reconfigure your computer to the Full Boot Every xx Days mode, using Computer Setup.

✎

For more information on Computer Setup, refer to the

Making Hardware Changes

guide

Troubleshooting

1-1

Helpful Hints

If you encounter some minor problem with your computer, monitor, or software, refer to the following list of general suggestions before taking further action:

■

Check that the computer and monitor are plugged into a working electrical outlet.

■

Check to see that the computer is turned on and the green power light is on.

■

Check to see that the monitor is turned on and the green monitor light is on.

■

Turn up the brightness and contrast controls of the monitor if the monitor is dim.

■

Press and hold any key. If the system beeps, then your keyboard should be operating correctly.

■

Check all cable connections for loose connections or incorrect connections.

■

Reconfigure your computer after installing a non–Plug and Play expansion card 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 printer driver.

Troubleshooting

1-2

■

Take out all diskettes from the diskette drives when you turn on your system.

Solving General Problems

You may be able to easily resolve the minor problems described in this section. If a problem persists and you are unable to resolve it yourself, contact your Compaq authorized dealer or reseller.

Problem Cause Solution

Computer won't turn on Computer is not connected to

an external power source. Cables to the external power

source are unplugged.

A defective PCI or ISA card has been installed.

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

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

Computer date and time display is incorrect

Computer powered off automatically (Red power LED blinks four times per second.)

Computer appears to pause periodically

Software control of the power switch is not functional.

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

The unit temperature was exceeded. The fan may be blocked.

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

Network driver is loaded and no network connection is established.

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 card that was just installed.

Reseat drive power, data, and power supply cables.

Press and hold the power button until the computer turns off.

First, reset the date and time under Control Panel. If the problem persists, replace the RTC battery. Refer to the 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 fan is running.

3. Contact your Compaq authorized reseller or service provider.

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

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

Making Hardware Changes

Continued

Troubleshooting

1-3

Solving General Problems

Continued

Problem Cause Solution

Cannot remove computer cover or access panel

Cursor will not move using the arrow keys on the keypad

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

The Num Lock key may be on. Press the Num Lock key. The Num Lock light

Unlock the Smart Cover Lock using Computer Setup (F10 Setup).

The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from Compaq. You’ll need the FailSafe Key in case of forgotten password, power loss, or computer malfunction.

should not be on if you want to use the arrow keys.

Troubleshooting

1-4

Solving Disk Problems

Common causes and solutions for disk problems are listed in the following table:

✎

You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See “Solving Hardware Installation Problems” for instructions.

Problem Cause Solution

Diskette drive light stays on

Diskette drive cannot write to a diskette

Diskette is damaged. In Windows 95 or 98, run ScanDisk. Click Start

Programs Æ Accessories Æ System Tools ScanDisk. In Windows NT, right click Start, click Explore, and select a drive. Select File Æ Properties Æ Tools. Under Error-checking, click Check Now.

Diskette is incorrectly inserted.

Drive button is not pushed in. Push in drive button. Software program is

damaged. Drive cable is not properly

connected. Diskette is not formatted. Format the diskette.

Diskette is write-protected. Use another diskette or remove the write

Writing to the wrong drive. Check the drive letter in your path statement. Not enough space is left on

the diskette. Diskette write control is

enabled.

Remove diskette and reinsert.

Check the program diskettes.

Reconnect drive cable.

protection.

Use another diskette.

Use Computer Setup to check your storage security feature disabled settings.

Continued

Troubleshooting

1-5

Solving Disk Problems

Continued

Problem Cause Solution

Cannot format diskette

A problem has occurred with a disk transaction

Diskette drive cannot read a diskette

Drive not found Cable is loose. Reseat diskette drive cable.

Second Ultra ATA hard drive does not perform optimally

Nonsystem disk message

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

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

Diskette is not formatted. Format the diskette.

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

Computer configuration does not recognize second diskette drive.

You are using the wrong cable for the drive type.

The system is trying to start from a nonsystem diskette.

In Windows 95 or 98, run ScanDisk. Click Start Æ Programs Æ Accessories Æ System Tools Æ ScanDisk. In Windows NT, right click Start, click Explore, and select a drive. Select File Æ Properties Tools. Under Error-checking, click Check Now.

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

Use Computer Setup (F10 Setup) to enable the second diskette drive. Select Diskettes from the Storage menu.

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

Remove the diskette from the drive.

Troubleshooting

1-6

Solving Graphics Problems

If you encounter graphics problems, refer to the documentation that came with your monitor and to the common causes and solutions listed in the following table:

Problem Cause Solution

Blank screen Monitor is not turned on and

the monitor light is not on. The cable connections are

not correct. The energy saver feature

has been enabled. The RGB (Red, Green,

Blue) input switch on the monitor is incorrectly set.

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

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

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.

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. Refer to the “Failsafe Boot Block ROM” section of the

Desktop Management

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

Set the selector switch to agree with the cable connection.

Disable monitor energy saver feature.

guide for more information.

Continued

Troubleshooting

1-7

Solving Graphics Problems

Continued

Problem Cause Solution

Graphics colors are wrong

Dim characters The brightness and contrast

Blurry video or requested resolution cannot be set

Screen goes blank You may have a screen

The picture is broken up, or it rolls, jitters, or blinks

Monitor overheats There is not enough

The cabling or monitor impedance is incorrect.

controls are not set properly. Cables are not properly

connected. The RGB switch on the back

of the monitor is incorrectly set.

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

blanking utility installed or energy saver features are enabled.

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

ventilation space for proper airflow.

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

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

Adjust the monitor brightness and contrast controls.

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

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

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

Press any key or type password.

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

2. In a 2-monitor system or if another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by moving them apart.

3. Fluorescent lights or fans may be too close to the monitor.

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

Troubleshooting

1-8

Solving Audio Problems

If your computer has audio features and you encounter audio problems, refer to the common causes and solutions listed in the following table:

Problem Cause Solution

Sound does not come out of the speaker or headphones

Solving Printer Problems

Software volume control is turned down.

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

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

Problem Cause Solution

Printer will not print

Printer will not turn on

Prints garbled information

Printer is offline

Printer is not turned on and online. Turn the printer on and make sure it is 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.

The cables may not be connected properly.

The correct printer driver for your application is not installed.

The cables may not be connected properly.

The printer may be out of paper. Check the paper tray and refill it if it is empty. Select

Install the correct printer drivers for your application.

Make the proper network connections to the printer.

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

Install the correct printer driver for your application.

Reconnect all cables.

online.

Double click on 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.

Troubleshooting

1-9

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 95 and Windows 98 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 95 and Windows 98, select the Add New Hardware icon in the Control Panel and follow the instructions that appear on the screen. To reconfigure the computer in Windows NT

4.0 after installing new hardware, use the utility provided with the hardware.

Problem Cause Solution

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

The computer needs to be reconfigured to recognize the device.

Cable(s) of new external device are loose or power cables are unplugged.

Power switch of new external device is not turned on.

Follow the reconfiguration instructions above.

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.

Troubleshooting

1-10

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