Page 1
b
Troubleshooting
Compaq Notebook Series
Document Part Number: 267644-001
April 2002
This guide gives you steps to troubleshoot minor problems
yourself and obtain support from Compaq. It presents common
problems users may encounter and provides solutions and
resources.
Page 2
© 2001 Compaq Information Technologies Group, L.P.
Compaq, the Compaq logo, Evo, and Presario are trademarks of Compaq
Information Technologies Group, L.P. in the U.S. and/or other countries.
Microsoft and Windows are trademarks of Microsoft Corporation in the U.S.
and/or other countries.
All other product names mentioned herein may be trademarks of their respective
companies.
Compaq shall not be liable for technical or editorial errors or omissions
contained herein. The information is provided “as is” without warranty of any
kind and is subject to change without notice. The warranties for Compaq
products are set forth in the express limited warranty statements accompanying
such products. Nothing herein should be construed as constituting an additional
warranty.
Troubleshooting
First Edition April 2002
Document Part Number: 267644-001
Page 3
Contents
Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1
Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2
Using the World Wide Web. . . . . . . . . . . . . . . . . . . . . . . 1–3
Preparing to Call Technical Support . . . . . . . . . . . . . . . . 1–4
Problem Solutions Table . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Battery Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
CD and DVD Drive Problems . . . . . . . . . . . . . . . . . 1–10
Infrared Communications Problems . . . . . . . . . . . 1–13
Modem Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–15
PC Card Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–19
Keyboard and Pointing Device Problems . . . . . . . . 1–20
Hard Drive Problems (Primary Hard Drive) . . . . 1–22
Hard Drive Problems (Secondary Hard Drive) . . . 1–23
Power Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–24
Games Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–25
Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–26
Internet Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27
Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27
USB Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–28
Troubleshooting iii
Page 4
Problems and Solutions
Solving Common Problems
Problems that occur while using the notebook may originate with
the notebook, the operating system, a software application, or an
external device attached to your notebook.
This guide is designed to describe solutions to enable you to
troubleshoot problems yourself or obtain help from Compaq.
For general problems that may originate with the notebook,
■
refer to the “Quick Solutions Checklist” in this guide.
For problems that may originate with your hardware, refer to
■
the Hardware Guide on this CD.
1
To check your notebook configuration and run diagnostic
■
tests, refer to the Software Guide on this CD.
For problems that may not originate with the notebook, refer
■
to the documentation included with your software
application, external device, or operating system.
For Compaq support, refer to “Preparing to Call Technical
■
Support” and “Using the World Wide Web” in this guide.
To locate a Compaq authorized dealer, reseller, or service
■
provider, refer to the Worldwide Telephone Numbers booklet
included with the notebook.
Troubleshooting 1–1
Page 5
Problems and Solutions
Quick Solutions Checklist
To shut down a system that is not responding, when Windows
✎
shut down procedures cannot be used, refer to the emergency shut
down procedures outlined in the Hardware Guide on this CD.
Is adequate power available to the notebook?
■
If the notebook is connected to an electrical outlet, are
❏
the power cord and external AC Adapter cable
connections secure?
Is the electrical outlet providing power?
❏
Is the battery pack fully charged?
❏
For details about managing battery power, refer to the battery
✎
pack information in the Hardware Guide on this CD.
Did you remove a diskette from the drive before turning on
■
the notebook? Failure to do so can prevent the notebook from
booting up.
For instructions on downloading ROM updates, refer to the
✎
Software Guide on this CD.
1–2 Troubleshooting
Page 6
Problems and Solutions
Is the notebook positioned to allow adequate ventilation?
■
To prevent overheating, do not obstruct the vents. Do not allow
✎
a hard surface, such as an adjoining optional printer, or a soft
surface, such as carpet or fabric, to block the airflow.
Have files been scanned for viruses?
■
Was the notebook shut down through the operating system?
■
Failure to do so can corrupt files.
If the problem relates to an external device:
■
Is the device securely connected?
❏
Is the device receiving reliable electrical power?
❏
Is the device turned on?
❏
Some devices, such as monitors, printers, and parallel devices,
✎
must be turned on before the notebook is turned on.
Are all necessary device drivers installed?
❏
Using the World Wide Web
A range of Compaq support services are available on the Compaq
Web site. You can browse the reference information or contact
support and submit questions via email. You can also find
technical assistance from peers via Compaq Forums and
Communities.
For home, home office, and small business support, type the
following in your Web browser address field:
compaq.com/consumersupport.
Troubleshooting 1–3
Page 7
Problems and Solutions
For commercial business support, type the following in your Web
browser address field:
connected to the Internet, refer to the Worldwide Telephone
Numbers booklet included with the notebook to contact a support
technician or a Compaq authorized dealer, reseller, or service
provider.
compaq.com/support.
Preparing to Call Technical Support
If you cannot solve a problem using the troubleshooting
guidelines in this book and need immediate problem resolution,
call Compaq Technical Support.
To receive the fastest possible solution, run Compaq Diagnostics
before you call. (See the Software Guide on this CD for
instructions.) Have the following information available when you
call Technical Support:
The notebook
■
Serial number
■
If the notebook is not
Purchase date on invoice
■
Conditions under which the problem occurred
■
Error messages that have occurred
■
Hardware configuration
■
Hardware and software you are using
■
Type of printer connected
■
Printed information from Compaq Diagnostics or a list of the
■
devices and error messages received
Configuration settings, including contents of the system files
■
If you take the notebook to a Compaq dealer, reseller, or service
✎
provider for service, remember to remove any power-on or setup
passwords you have set, or provide the passwords to the service
provider.
1–4 Troubleshooting
Page 8
Problems and Solutions
Problem Solutions Table
Audio Problems
Problem Possible Cause Solution
No sound. Volume has been muted
or turned down.
Volume has been muted
and the volume control
icon is missing from the
taskbar.
Internal speakers
produce no sound.
External speakers,
headphones, or a
headset produce no
sound.
External speakers,
headphones, or a
headset are connected
to the notebook.
Volume is muted or
turned down.
Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
To display the volume
control icon, refer to the
audio information in the
Hardware Guide
this CD.
Use the external
speakers, headphones,
or headset. Or use the
internal speakers by
disconnecting the
external speakers,
headphones, or
headset.
Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
Adjust the volume from
within the operating
system or software
application.
on
The wrong jack is being
used.
Troubleshooting 1–5
To find the right jack,
refer to the external
components information
in the
Hardware Guide
on this CD.
Page 9
Problems and Solutions
Audio Problems
Problem Possible Cause Solution
External microphone
does not work.
(Continued)
The wrong jack is being
used.
The recording source is
not selected in the
software.
The recording level
volume needs
adjusting.
To identify the right jack,
refer to the external
components information
in the
on this CD.
Select the recording
source in the software
application. Refer to the
documentation included
with the device for more
information.
Adjust the recording
level volume from
within the software
application. Refer to the
documentation included
with your device for
more information.
Hardware Guide
1–6 Troubleshooting
Page 10
Problems and Solutions
Battery Problems
Problem Possible Cause Solutions
Battery light is blinking. The battery pack is the
only source of power,
and the notebook has
entered a low-battery
condition.
Battery light is blinking
and the notebook
initiates Hibernation.
The power/suspend
light blinks briefly, and
the notebook shuts
down.
Battery pack is warm
after charging.
Notebook has entered
a critical low-battery
condition and has
initiated Hibernation.
Notebook has entered
a critical low-battery
condition with
Hibernation disabled.
Unsaved work will
be lost.
Warming occurs
normally during
charging.
Connect the notebook
to external power or
initiate Hibernation, and
replace the battery pack
with a fully charged
battery pack. Refer to
the battery pack chapter
in the
Hardware Guide
on this CD for details.
Connect the notebook
to external power or
insert a fully charged
battery pack. Refer to
the battery pack chapter
in the
Hardware Guide
on this CD for managing
low-battery conditions.
Immediately connect
the notebook to external
power. Refer to the
battery pack chapter in
the
Hardware Guide
details on managing
battery power.
No action is required.
for
Date and time must be
reset each time the
notebook is turned on.
The battery that backs
up the real-time clock
has reached the end of
its useful life.
Contact your Compaq
authorized service
provider to replace the
real-time clock battery.
Troubleshooting 1–7
Page 11
Problems and Solutions
Battery Problems
Problem Possible Cause Solutions
Battery light does not
turn on to indicate
that battery pack is
charging; battery pack
does not charge.
(Continued)
AC power is not
connected to the
notebook.
Battery pack is already
fully charged.
Battery pack was
exposed to temperature
extremes.
The battery pack has
reached the end of its
useful life.
Check the power
source.
No action is required.
Allow time for the
battery pack to reach
room temperature.
Replace the battery
pack.
1–8 Troubleshooting
Page 12
Problems and Solutions
Battery Problems
Problem Possible Cause Solutions
Battery pack charge
does not last as long
as expected.
Battery charge displays
do not accurately report
the charge remaining.
(Continued)
Battery conservation
settings, practices, and
procedures are not set
optimally.
Battery pack
has partially
self-discharged.
Battery pack is being
exposed to temperature
extremes.
The battery pack
requires calibration.
To optimize battery
settings, refer to the
battery conservation
information in the
Hardware Guide
this CD.
Refer to details on
storing a battery pack
in the
on this CD.
Keep the battery pack
within recommended
operating and storage
temperature ranges.
Refer to the notebook
specifications in the
Hardware Guide
this CD.
Calibrate the battery
pack. Refer to the
battery pack calibration
procedures in the
Hardware Guide
this CD.
on
Hardware Guide
on
on
The battery pack has
reached the end of its
useful life.
Troubleshooting 1–9
Replace the battery
pack.
Page 13
Problems and Solutions
\
CD and DVD Drive Problems
Problem Possible Cause Solution
System does not
recognize a CD or
DVD dri ve.
The drive is not seated
properly.
System software does
not support the drive.
The drive is damaged. To verify that the
The notebook is running
a retail version of the
operating system, and
the drive was inserted
while the system was
on, in Standby, or in
Hibernation.
Remove, then reinsert,
the drive.
Install drivers and/or a
system ROM upgrade
as instructed in the
drive documentation.
problem is with the
drive, try using another
drive in the same bay.
Shut down the
notebook, reinsert the
drive, then turn on the
notebook.
To prevent
✎
possible video
and audio
degredation
and loss of
audio or video
playback
functionality,
do not initiate
Standby or
Hibernation
while using
drive media.
Notebook does not
beep 3 times when
CD or DVD drive is
inserted, but drive is
recognized.
The system is infected
with a virus.
The notebook is off, in
Standby, or in
Hibernation.
Run an up-to-date virus
scan utility.
The notebook beeps to
indicate a successful
insertion or removal of
a drive only when the
notebook is on.
1–10 Troubleshooting
Page 14
Problems and Solutions
CD and DVD Drive Problems
Problem Possible Cause Solution
CD or DVD drive cannot
read a CD or DVD disc.
CD/DVD drive takes too
long to start.
System cannot start up
from a CD or DVD disc.
The disc is upside down
or not seated properly.
The disc may not be
supported by the drive.
The DVD drive must
determine the type of
media being played
before it can start.
A disc in the CD or DVD
drive is not bootable.
CD or DVD boot ability
is disabled.
The system can access,
but not start from, a CD
or DVD drive in a port
replicator.
(Continued)
Reinsert the disc with
the label facing up and
verify that the disc is
securely snapped down
on the spindle.
Use only discs that are
supported. (A DVD disc
cannot be used in a CD
drive.)
Wait at least 30
seconds to let the DVD
drive determine the type
of media being played.
If the disc still does not
start, contact Compaq
support.
Insert a bootable disc
into the drive.
To enable CD or DVD
boot ability, refer to the
Multiboot information in
the
Software Guide
this CD.
Insert the drive into the
notebook.
on
Troubleshooting 1–11
Page 15
Problems and Solutions
CD and DVD Drive Problems
Problem Possible Cause Solution
System does not initiate
Standby or Hibernation
while a CD or DVD disc
is in use.
DVD playe r
performance is
poor when running
other programs
simultaneously.
Display is corrupted
when playing some
DVD movies.
To protect the notebook
from possible video
degradation and/or loss
of audio and video
playback functionality,
the notebook should
not initiate Standby
or Hibernation while
optical media is being
used.
DVD playback requires
large amounts of
processing power;
the system cannot
process other tasks
simultaneously at
maximum performance.
Copyright material
at the beginning of
the movie causes
momentary corruption.
(Continued)
Stop the DVD or CD
playback. Remove drive
media before initiating
Standby or Hibernation.
To provide maximum
performance, close all
other programs while
playing DVD media. It
may also be necessary
to restart Windows to
free all resources.
Wait a few seconds for
video corruption to clear
up. If it does not clear
up, then stop and
restart the DVD movie.
1–12 Troubleshooting
Page 16
Problems and Solutions
Infrared Communications Problems
Problem Possible Cause Solution
Cannot link with another
infrared-equipped
notebook or device.
Infrared software is
not running on both
devices.
Infrared Monitor search
is disabled.
Target device is not
IrDA-compliant.
The application is not
set to the correct
COM port.
Baud rate, number of
bits, stop byte, or parity
conflict.
Install infrared software
on the second device
and start the program
on both devices.
Enable the Infrared
Monitor search in your
operating system.
Check the
documentation of the
target device to ensure
compatibility and proper
setup.
Check your operating
system to determine
which COM port the
software is set to. If
necessary, change the
COM port settings from
within the software
application. Refer to the
documentation included
with your software for
instructions.
Select the same baud
rate, number of bits,
stop byte, and parity
setting for both devices.
A physical condition
is causing a data
transmission problem.
Troubleshooting 1–13
Refer to “Data
transmission problem”
in this table.
Page 17
Problems and Solutions
Infrared Communications Problems
Problem Possible Cause Solution
Data transmission
problem.
Direct sunlight,
energy-saving
fluorescent light, or
flashing incandescent
light is close to the
infrared connections.
Interference from other
infrared-equipped
devices.
Dirty infrared lens. Clean the lens with a
Distance. Move the infrared ports
Movement. Do not move either
(Continued)
Remove the interfering
light source(s), or move
the infrared ports closer
together, or select a
slower fixed baud rate
for each device.
Keep infrared-equipped
remote control units,
such as wireless
headphones, pointed
away from the infrared
connection.
lint-free cloth.
closer together. They
should be no more than
3 feet (1 meter) apart.
unit during data
transmission.
Orientation. Adjust the infrared
ports so that the
maximum capture angle
is 30 degrees. Ports
must be aligned so
they’re no more than
15 degrees off center.
Physical obstruction. Remove any objects
between the two
infrared ports that
could be interfering with
the line-of-sight data
transmission.
1–14 Troubleshooting
Page 18
Problems and Solutions
Infrared Communications Problems
Problem Possible Cause Solution
System does not initiate
Standby while infrared
port is enabled.
The system cannot
initiate Standby while
Infrared Monitor search
is enabled.
(Continued)
Disable Infrared Monitor
search in your operating
system.
Modem Problems
Problem Possible Cause Solution
Modem does not work. Modem cable is not
plugged into the correct
notebook jack.
Incorrect line type
(pulse or tone) is
selected.
Modem is connected to
a digital line.
To find the right jack,
refer to the external
components information
in the
on this CD.
Make sure the correct
line type has been
selected. Refer to the
Modem and Networking
Guide
details.
Connect the modem
to a standard analog
telephone line and
reestablish the
connection.
Hardware Guide
on this CD for
No dial tone, with or
without “No dial tone”
message.
Troubleshooting 1–15
You are not in your
home country and the
modem does not
recognize the local
dial tone.
Refer to the
Networking Guide
this CD for instructions
on using the modem in
another country.
Modem and
on
Page 19
Problems and Solutions
Modem Problems
Problem Possible Cause Solution
No dial tone, with or
without “No dial tone”
message.
Modem sounds are not
audible.
Modem does not dial
correctly.
(continued)
(Continued)
Telephone service is
not connected to the
telephone wall jack.
A shared telephone line
is in use.
Modem is connected to
a digital line such as an
office PBX line.
System sound is muted
or turned down.
Call waiting feature may
be interfering.
Connect a telephone
to the wall jack. If you
do not hear a dial tone,
contact your telephone
service provider.
Make sure another
telephone or modem is
not using the telephone
line.
Connect the modem
to a standard analog
telephone line and
reestablish the
connection.
Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
Disable call waiting
feature before dialing.
For information about
disabling call waiting,
and to obtain the
“disable call waiting
code” for your dialing
area, consult your local
telephone service
provider.
When using the modem
in another country, it
may be necessary to
dial a prefix, such as
“0” or “1.”
1–16 Troubleshooting
Dial “0” or “1” before
dialing the number.
Page 20
Problems and Solutions
Modem Problems
Problem Possible Cause Solution
Modem does not
connect at highest
speed.
Fax transmissions do
not work.
(Continued)
Line conditions in your
area or in the area you
are calling may not
support the highest
connect speeds.
Another device on your
telephone line may be
causing interference.
There is noise on the
telephone line.
Another
communications
software application
is open.
Have your telephone
line checked by your
local telephone service
provider.
Try dialing an alternate
telephone number for
the service you are
using.
Hang up an extension
telephone and
disconnect any other
devices that may be
using the same phone
line, then redial your
service provider.
Use another telephone
line.
Close the other
communications
application.
The wrong printer driver
is selected.
Characters are garbled
or transfer rates are
slow.
Troubleshooting 1–17
There is noise on the
telephone line.
Verify that you have
selected the correct
printer driver.
Request a telephone
line filter from your local
telephone service
provider.
Page 21
Problems and Solutions
Modem Problems
Problem Possible Cause Solution
Modem loses
connection.
(Continued)
Call waiting feature may
be interfering with the
connection.
Another device on your
telephone line may be
causing interference.
Hibernation was
initiated; the notebook
reached a low-battery
or critical low-battery
condition.
Disable call waiting
feature before dialing.
For information about
disabling call waiting,
and to obtain the
“disable call waiting
code” for your dialing
area, consult your local
telephone service
provider.
Hang up an extension
telephone and
disconnect any other
devices that may be
using the same
telephone line, then
redial.
1. Connect the
notebook to an
external power
source.
2. Exit Hibernation.
3. Restart the
communications
software application.
Your service provider
may have entered an
inactivity timeout.
The modem software
needs to be upgraded.
1–18 Troubleshooting
Ask your service
provider if idle time on
the line terminates the
connection.
Refer to the
Guide
details on downloading
software driver updates.
Software
on this CD for
Page 22
Problems and Solutions
PC Card Problems
Problem Possible Cause Solution
Notebook does not
beep when PC Card is
inserted, but PC Card
works.
Notebook does not
beep when PC Card is
inserted, and PC Card
does not work.
Notebook beeps once
when PC Card is
inserted, and PC Card
does not work.
Volume is muted. Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
PC Card beeps have
been disabled.
PC Card is upside
down.
The PC Card is
recognized, but not
configured correctly.
The PC Card is
defective.
You are trying to access
a storage PC Card
using the wrong drive
letter.
To enable PC Card
beeps, refer to the
power management
section in the
Guide
Remove the PC Card,
then reinsert it with the
label side up.
To configure your PC
Card, refer to the PC
Card information in the
Hardware Guide
CD. Also refer to he
documentation included
with the PC Card.
Try the PC Card in
another notebook to
verify the source of the
problem.
For PC Card
configuration
information, refer
to
Hardware Guide
on this CD.
Software
on this CD.
on this
Troubleshooting 1–19
Page 23
Problems and Solutions
PC Card Problems
Problem Possible Cause Solution
Notebook beeps twice
when a storage PC
Card is inserted, but the
PC Card does not work.
(Continued)
The storage PC Card is
not formatted.
Verify or change the
drive letter assignment.
For instructions, refer to
your operating system
documentation.
To format a PC Card,
refer to the
documentation included
with the card.
Keyboard and Pointing Device Problems
Problem Possible Cause Solution
Cursor will not respond
or jumps to a different
location while you are
typing.
Pointing stick cursor
continues to move or is
difficult to control.
Typing keys results in
numbers instead of
letters.
Embedded numeric
keypad doesn’t work.
Hotkeys do not work on
an external keyboard.
TouchPad needs to be
cleaned.
TouchPad sensitivity
settings may need
adjustment.
Routine cursor drift. Stop using the pointing
The embedded numeric
keypad is enabled.
The embedded numeric
keypad is not enabled.
Hotkeys commands are
implemented differently
on an external
keyboard.
Wipe the TouchPad with
a damp cloth and wipe
it dry.
Refer to the
Guide
preferences for the
TouchPad.
stick for a few seconds,
and the cursor will
stabilize.
To g gl e
disable the embedded
numeric keypad.
To g gl e
enable the embedded
numeric keypad.
Refer to the keyboard
information in the
Hardware Guide
this CD for details.
Hardware
on this CD to set
Fn+num lk
Fn+num lk
to
to
on
1–20 Troubleshooting
Page 24
Problems and Solutions
Keyboard and Pointing Device Problems
Problem Possible Cause Solution
External mouse does
not work.
Keys on the notebook
keyboard are sticking or
not responding properly.
A keyboard or pointing
device connected
through the USB
connector does
not work.
Internal keypad
won’t work.
The external mouse is
not supported or does
not have the correct
drivers installed.
The mouse is dirty. Refer to the instructions
The keyboard is dirty. Refer to the instructions
USB legacy support is
not enabled.
External keypad is
connected to the PS/2
jack on the port
replicator.
(Continued)
Ensure that the drivers
included with your
mouse have been
installed.
in the
Shipping and Travel
Guide
clean your mouse.
in the
Shipping and Travel
Guide
clean your keyboard.
Refer to the
Guide
instructions on enabling
legacy USB devices.
Use external keypad or
disconnect it to use
internal keypad.
Maintenance,
on this CD to
Maintenance,
on this CD to
Hardware
on this CD for
Troubleshooting 1–21
Page 25
Problems and Solutions
Hard Drive Problems (Primary Hard Drive)
Problem Possible Cause Solution
Hard drive cannot be
accessed.
DriveLock settings
cannot be accessed in
Computer Setup.
System does not
recognize a hard drive.
The notebook may have
DriveLock protection
enabled on the drive.
The DriveLock settings
are accessible only
when you enter
Computer Setup
by turning on (not
restarting) the
notebook.
The drive is damaged. Replace the drive.
To set or remove
passwords, refer to the
security section in the
Software Guide
this CD.
Turn the notebook off.
Then turn it back on and
press
F10 = ROM Based
Setup message is
displayed in the
lower-left corner of
the screen.
Ä
on
when the
F10
CAUTION: Only
advanced users
should replace
the hard drive.
For technical
support, refer to
the
Worldwide
Telephone
Numbers
booklet
included with
the notebook.
1–22 Troubleshooting
Page 26
Problems and Solutions
Hard Drive Problems (Secondary Hard Drive)
Problem Possible Cause Solution
System does not
recognize a hard drive.
System cannot start up
from a secondary hard
drive.
The drive is not seated
properly.
The drive was inserted
while the system was
on, in Standby, or in
Hibernation.
The drive is damaged. If you have access to
The drive does not have
the necessary files to
start up and operate the
notebook.
Drive boot order may
not be set up correctly
in MultiBoot.
The system can access,
but not start from, a
hard drive in a port
replicator.
Remove, then reinsert,
the drive.
Shut down the
notebook before
inserting or removing
a hard drive.
another drive, use that
drive to verify the
source of the problem.
Start up the notebook
from the hard drive
supplied with the
notebook.
Check the drive boot
order in Computer
Setup. Refer to the
Software Guide
CD for information on
Computer Setup and
Multiboot.
Insert the drive into the
notebook.
on this
Troubleshooting 1–23
Page 27
Problems and Solutions
Power Problems
Problem Possible Cause Solution
Notebook will not turn
on when connected to
external power while
battery pack is in the
notebook.
Notebook turned off
while it was left
unattended and
power/standby light
is off.
Notebook turned off
while it was left
unattended and will
not turn on.
Notebook unexpectedly
initiated Standby or
turned off.
Battery pack may be
defective.
System initiated
Hibernation.
System initiated
Hibernation or shut
down because of a
critical low-battery
condition.
The maximum
operating temperature
was exceeded.
Remove or replace the
battery pack.
Exit Hibernation.
To change a
Hibernation timeout,
refer to the power
section in the
Guide
1. Connect the
notebook to an
external power
source or replace
the battery pack
with a charged
battery pack.
2. Exit Hibernation.
Move the notebook to a
cooler environment and
allow it to return to room
temperature.
Make sure the notebook
vents and exhaust fan
are not obstructed.
Software
on this CD.
1–24 Troubleshooting
Page 28
Problems and Solutions
Power Problems
Problem Possible Cause Solution
System does not initiate
Standby.
(Continued)
The system cannot
initiate Standby while
Infrared Monitor search
is enabled.
The system cannot
initiate Standby while a
CD or DVD disc is in the
system and auto insert
notification is turned on.
Disable Infrared Monitor
search in your operating
system.
Remove the CD or DVD
disc.
Games Problems
Problem Possible Cause Solution
Game frequently stops
responding or locks up.
Game was not set up
properly when installed.
Minimum hardware and
software requirements
set by the manufacturer
are not met.
Reinstall the game,
noting any settings
and default selections
that pertain to your
notebook, then restart
the game.
Review the game
documentation or call
the manufacturer to
verify the required
hardware and software.
Troubleshooting 1–25
Page 29
Problems and Solutions
Display Problems
Problem Possible Cause Solution
Characters on notebook
display are dim.
Display is blank. Standby has been
Characters are garbled
or the display flashes
when your notebook
is connected to an
external monitor.
Notebook is in direct
light.
Screen brightness is
set low.
initiated.
Hibernation has been
initiated.
The external monitor
display is selected.
The external monitor’s
resolution is set too high
for your notebook.
Move the notebook or
tilt the display.
To increase screen
brightness, press the
brightness hotkeys.
Refer to the
Guide
hotkey settings.
Exit Standby. Refer to
the
Software Guide
this CD for details about
Standby and other
power settings.
Exit Hibernation. Refer
to the
on this CD for details
about Hibernation and
other power settings.
To switch between the
external monitor and
notebook display, press
the display switch
hotkeys. Refer to the
Hardware Guide
this CD for the hotkey
settings.
Restart your notebook
and reset the display
settings.
Hardware
on this CD for the
on
Software Guide
on
1–26 Troubleshooting
Page 30
Problems and Solutions
Internet Problems
Problem Possible Cause Solution
Cannot connect to the
Internet.
Easy Access buttons do
not respond.
Cannot browse a
selected Web site.
Internet service
provider (ISP) account
is not set up properly.
Internal modem is not
set up properly.
ISP connection is not
established.
Wrong URL or the site
is no longer available.
Too many people trying
to visit the same site at
the same time.
Verify your Internet
settings or contact your
ISP for assistance.
Reconnect the modem
and redial your service
provider. To set up your
modem, refer to the
Modem and Networking
Guide
Reconnect to your ISP
and retry the Easy
Access buttons.
Verify the URL or try
another URL.
Visit the site at another
time.
Memory Problems
Problem Possible Cause Solution
Insufficient memory
message is displayed.
All available memory is
used by open programs
and memory is needed
for the desired task.
Close one or more
programs and retry.
If this does not solve
the problem, restart
Windows to recover
additional memory.
on this CD.
Troubleshooting 1–27
Page 31
Problems and Solutions
USB Problems
Problem Possible Cause Solution
External device
connected to the
USB connector does
not work.
The external device
does not start up.
The external device is
defective.
USB device needs a
driver update.
External device
produced an
overcurrent event.
Resource conflict in
device manager.
If the external device
requires external power,
ensure that it is plugged
into the electrical outlet
correctly.
Try the external device
in another USB
connector on your
notebook or a USB
connector on another
notebook to verify the
problem.
Check with your USB
device manufacturer for
updated drivers.
Connect the external
device to another USB
connector, or if the
device can use external
power, connect it to an
electrical outlet.
Check the device
manager in the
operating system for
resource conflicts and
change the resources.
1–28 Troubleshooting
Page 32
Problems and Solutions
USB Problems
Problem Possible Cause Solution
A device, for example
the keyboard or mouse,
connected through the
USB connector does
not work before the
operating system loads.
(Continued)
USB legacy support is
disabled.
To enable USB legacy
support, refer to the
Software Guide
CD for Computer Setup
information.
on this
Troubleshooting 1–29
Page 33
Index
A
audio problems 1–5
B
battery pack problems 1–7, 1–9
C
CD problems 1–10
clock
problems with date and time
1–7
1–3
1–4
1–20
Compaq Diagnostics
Compaq Web sites
commercial
consumer
cursor problems
1–3
D
date and time problems
1–10
1–7
real-time clock battery
display problems
drive media problems
DVD problems
1–12, 1–26
1–10
E
embedded numeric keypad
problems
external keyboard problems
external mouse problems
1–20
1–21
1–20
H
hard drive problems
primary hard drive
secondary hard drive
1–22
1–23
help
calling Compaq technical
support
Hibernation
problems with CDs and DVDs
1–10
1–4
I
infrared problems 1–13
internal keyboard problems
internal modem problems
Internet problems
Internet Service Provider (ISP)
problems
1–27
1–27
1–21
1–27
K
keyboard problems 1–20
L
low-battery problems 1–7
M
memory problems 1–27
modem problems
monitor problems
mouse problems
movies
DVD problems
1–15
1–26
1–21
1–12
N
numeric keypad problems 1–20
O
optical drive problems 1–10
overheating
keeping vents unobstructed
1–3
Troubleshooting Index–1
Page 34
Index
P
passwords
providing to service provider
1–4
1–24
1–19
1–25
1–20
PC Card problems
playing games
problems encountered
pointing stick problems
power (battery pack) problems
power problems
primary hard drive problems
Q
quick solutions checklist 1–2
R
real-time clock 1–7
recording problems
1–6
S
screen problems 1–26
secondary hard drive problems
1–23
sound problems
1–5
1–7
1–22
1–28
1–5
1–20
speaker problems
Standby
problems with CDs and DVDs
1–10
problems with Infrared
T
technical support calls
gathering information prior to
1–4
TouchPad problems
U
URL problems 1–27
USB problems
V
vents
preventing overheating
volume control problems
W
Web problems 1–27
1–5
1–15
1–3
Index–2 Troubleshooting
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