HP Compaq dc5100, Compaq dc7100, Compaq dx6100, Compaq dx6120 Troubleshooting

Troubleshooting Guide

Business Desktops

Document Part Number: 361204-001

May 2004

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

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

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty . HP shall not be liable for technical or editorial errors or omissions contained herein.

This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company.

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

directions could result in bodily harm or loss of life.

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

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

Troubleshooting Guide

Business Desktops

First Edition (May 2004) Document Part Number: 361204-001

1 Computer Diagnostic Features

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

Detecting Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

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

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

Running Diagnostic Tests in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . 1–6

Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Protecting the Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

2 Troubleshooting Without Diagnostics

Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Helpful Hints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–4

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Solving MultiBay Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Solving Keyboard and Mouse Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–38

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Contents

Solving CD-ROM and DVD Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39

Solving Drive Key Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Software Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–44

Contacting Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–45

A POST Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2

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

B Password Security and Resetting CMOS

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

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

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

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

C Drive Protection System (DPS)

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

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

D Setting up Analog/Digital Audio Output

Index

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Computer Diagnostic Features

Diagnostics for Windows

The Diagnostics for Windows (DFW) utility allows you to view information about the hardware and software configuration of the computer while running Microsoft W indo ws XP. It also allows you to perform hardware and software tests on the subsystems of the computer.

When you invoke Diagnostics for Windows, the Overview screen is displayed, which shows the current configuration of the computer. From the Overview screen, there is access to several categories of information about the computer and the 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.

Use Diagnostics for Windows to determine if all the devices installed on the computer are recognized by the system and functioning properly. Running tests is optional but recommended after installing or connecting a new device.

Third party devices not supported by HP may not be detected by Diagnostics for Windows. Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center.

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Computer Diagnostic Features

Detecting Diagnostics for Windows

Some computers ship with the Diagnostics for Windows preloaded, but not preinstalled. You may have installed it earlier, along with other utilities, or it may have been installed by another user.

To determine whether Diagnostics for Windows is installed:

1. Access the location of the Diagnostics icons. In Windows XP

Home or Windows XP Professional, select Start > Control Panel.

2. Look through the displayed icons in the Control Panel.

❏ If icons for Configuration Record and Diagnostics for

Windo ws are included, the Diagnostics for W indo ws utility is installed.

❏ If icons for Configuration Record and Diagnostics for

Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed.

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Installing Diagnostics for Windows

If Diagnostics for Windows is not preloaded, you can download the Diagnostics for Windows SoftPaq from the following Web site:

www.hp.com/support

The following 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. Install the Diagnostics for Windows utility:

❏ In Windows XP, select Start > Software Setup icon. Select

Diagnostics for Windows > Next button, then follow the

instructions on the screen.

❏ If the Setup Software icon is not on the Desktop or in the

Start menu, run the Setup program from the C:\CPQAPPS\DIAGS directory or select Start > Run and type the following in the command line: C:\CPQAPPS\DIAGS\SETUP.

3. Click Next to install Diagnostics for Windows.

Computer Diagnostic Features

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 Diagnostics for Windows.

If you want to upgrade an existing version of Diagnostics

✎

for Windows inst alled on the computer, visit locate and download the latest Diagnostics for Windows SoftPaq.

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www.hp.com/support to

Computer Diagnostic Features

Using Categories in Diagnostics for Windows

To use the categories do the following:

1. Click Start > HP Information Center > Diagnostics f or Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control Panel, then select Diagnostics for Windows.

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

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

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

✎

category name displays near the cursor.

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

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

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 Diagnostics for Windows, click File, and then click Exit.

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Computer Diagnostic Features

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

At the top of the 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—Overvie w, Test, Status, Log, Error

■ Help—Contents, How to use Help, About

Tool Bar—Icons for Different Categories of Information

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

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

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

information

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

■ Communication—Ports in system and information about each

■ Storage—Storage drives in system and information about each

■ Graphics—Graphics system information

■ Memory—System board and Windows memory information

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

information

■ Windows—Windows information

■ Architecture—PCI Device information

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

■ Health—Status of system temperature and hard drives

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

and Serial Number

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Computer Diagnostic Features

Tabs—Overview, Test, Status, Log, Error

Below the Tool Bar are five tabs:

■ Overview—The Overview window displays general overview

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

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

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

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

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

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

■ Error—The Error window displays any errors that occurred

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

Running Diagnostic Tests in Diagnostics for Windows

To run diagnostic tests:

1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control Panel, then select Diagnostics for Windows.

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.

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.

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Computer Diagnostic Features

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

specific devices or test s, f ind 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

✎

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.

❏ Interacti ve Mode provides maximum control over the testing

process. You determine whether the test passed or failed and may be prompted to insert or remove devices.

❏ Unattended Mode does not display prompts. If errors are

found, they are displayed when testing is complete.

5. Click the Begin Testing button at the bottom of the 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. To view a test report, select a tab:

❏ The Status tab summarizes the tests run, passed, and failed

during the current testing session.

Troubleshooting Guide www.hp.com 1–7

Computer Diagnostic Features

❏ The Log tab lists tests run on the system, the numbers of

times each test has run, the number of errors found on each test, and the total run time of each test.

❏ The Error tab lists all errors found on the computer with

their error codes.

7. To save a test report:

❏ Select the Log tab Save button to save a Log tab report. ❏ Select the Error tab Save button to save an Error tab report.

8. To print a test report:

❏ If the report is on the Log tab, select File > Save As, then

print the file from the selected folder.

❏ If the report is on the Error tab, select the Error tab Print

button.

9. 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.

10. Click Print or save the error information in case you need to

contact an authorized dealer, reseller, or service provider for assistance.

11. To exit Diagnostics for Windows, click File, then click Exit.

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Configuration Record

The Configuration Record utility is a windows-based information-gathering tool similar to other management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of the computer. Configuration Record 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 computer offline and to assist in maximizing the computer availability. The information obtained by the utility is useful in troubleshooting system problems, and streamlines the service process by enabling quick and easy identification of system configurations, which is the first step in resolving service cases.

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

Computer Diagnostic Features

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Computer Diagnostic Features

Installing Configuration Record

The Configuration Record is part of Diagnostics for Windows. Whenever you install Diagnostics for Windows, the Configuration Record is also installed.

Running Configuration Record

To run this program:

1. Click Start > HP Information Center > Configuration Record. You can also select the Configuration Record icon, located in the Control Panel, by clicking Start > Contr ol P anel, then select Configuration Record.

The 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 syst em .

2. The default view is Show Changed Items Only. To view all the information gathered by 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 Windo w File and then select Left W indow 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 Configuration Record, click File, then click Exit.

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Protecting the 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 the Software

The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Plus! CD. See the documentation included with the Restore Plus! CD for complete instructions on using this feature.

Computer Diagnostic Features

Troubleshooting Guide www.hp.com 1–11

Computer Diagnostic Features

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Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.

For information on specific error messages that may appear on the

✎

screen during Power-On Self-Test (POST) at startup, refer to

Appendix A, “POST Error Messages.”

Safety and Comfort

WARNING: Misuse of the computer or failure to establish a safe

and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the Documentation CD and available on the Web site at www.hp.com/ergo, for more information on choosing a workspace and creating a safe and comfortable work environment.

This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety & Regulatory Information on the Documentation CD.

Troubleshooting Guide www.hp.com 2–1

Troubleshooting Without Diagnostics

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.

■ Run the Diagnostics for Windows utility. Refer to Chapter 1,

“Computer Diagnostic Features” for more information.

■ Run the Drive Protection System (DPS) Self-Test in Computer

Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation CD for more information.

■ Check the Power LED on the front of the computer to see if it is

flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, “POST Error

Messages” for more information.

■ If the screen is blank, plug the monitor into a different video port

on the computer if one is available. Or, change out the monitor with a monitor that you know is functioning properly.

■ If you are working on a network, plug another computer with a

different cable into the network connection. There may be a problem with the network plug or cable.

■ If you recently added new hardware, remove the hardware and

see if the computer functions properly.

■ If you recently installed new software, uninstall the software and

see if the computer functions properly.

■ Boot the computer to the Safe Mode to see if it will boot without

all of the drivers loaded. When booting the operating system, use “Last Known Configuration.”

■ Refer to the comprehensive online technical support at

www.hp.com/support.

■ Refer to the following “Helpful Hints” section in this guide.

■ Run the Restore Plus! CD.

CAUTION: Running the Restore Plus! CD will erase all data on the hard

drive.

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Troubleshooting Without Diagnostics

To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at:

Access the Business Support Center (BSC) at

www.hp.com/go/bizsupport for the latest online support information,

software and drivers, proactive notification, and worldwide community of peers and HP experts.

If it becomes necessary to call for technical assist ance, be prepar ed to do the following to ensure that your service call is handled properly:

■ Be in front of your computer when you call.

■ Write down the computer serial number and product ID number,

and the monitor serial number before calling.

■ Spend time troubleshooting the problem with the service

technician.

■ Remove any hardware that was recently added to your system.

■ Remove any software that was recently installed.

www.hp.com/go/ispe.

■ Run the Restore Plus! CD.

CAUTION: Running the Restore Plus! CD will erase all data on the hard

drive.

For sales information and warranty upgrades (Care Packs), call your

✎

local authorized service provider or dealer.

Troubleshooting Guide www.hp.com 2–3

Troubleshooting Without Diagnostics

Helpful Hints

If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:

■ Check that the computer and monitor are plugged into a working

electrical outlet.

■ Check to see that the voltage select switch (some models) is set to

the appropriate voltage for your region (115V or 230V).

■ 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.

■ Check the Power LED on the front of the computer to see if it is

flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, “POST Error

Messages” for more information.

■ 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 the keyboard

should be operating correctly.

■ Check all cable connections for loose connections or incorrect

connections.

■ Wake the computer by pressing any key on the keyboard or

pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the power button to start the computer.

■ Reconfigure the computer after installing a non–plug and play

expansion board or other option. See “Solving Hardware

Installation Problems” for instructions.

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Troubleshooting Without Diagnostics

■ 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 bootable media (diskette, CD, or USB device) from

the 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 the system.

■ If the system has multiple video sources (embedded, PCI, or

PCI-Express adapters) installed (embedded video on select models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup.

CAUTION: When the computer is plugged into an AC power source,

there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.

Troubleshooting Guide www.hp.com 2–5

Troubleshooting Without Diagnostics

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 an authorized dealer or reseller.

Solving General Problems

Problem Cause Solution

Computer appears locked up and will not turn off when the power button is pressed.

Computer will not respond to USB keyboard or mouse.

CAUTION: When attempting to resume from standby mode, do not hold down the

power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Computer date and time display is incorrect.

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

Software control of the power switch is not functional.

Computer is in standby mode.

System has locked up. Restart computer.

RTC (real-time clock) battery may need to be replaced.

Connecting the

✎

computer to a live AC outlet prolongs the life of the RTC battery.

The Num Lock key may be on.

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

Press the power button to resume from standby mode.

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 on the Documentation CD for instructions on

installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.

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Solving General Problems (Continued)

Problem Cause Solution

Troubleshooting Without Diagnostics

Cannot remove computer cover or access panel.

Poor performance is experienced.

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

Unlock the Smart Cover Lock using Computer Setup.

The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrench-style key or PN 166527-002 for the screwdriver bit key.

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.

Hard drive is full. Transfer data from the hard drive to

create more space on the hard drive.

Low on memory. Add more memory.

Hard drive fragmented. Defragment hard drive.

Program previously

Restart the computer. accessed did not release reserved memory back to the system.

Virus resident on the hard

Run virus protection program. drive.

Too many applications running.

1. Close unnecessary applications to free up memory.

2. Add more memory.

Cause unknown. Restart the computer.

Troubleshooting Guide www.hp.com 2–7

Troubleshooting Without Diagnostics

Solving General Problems (Continued)

Problem Cause Solution

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.

Processor thermal protection activated:

A fan may be blocked or not turning.

OR The heatsink is not

properly attached to the processor.

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

2–8 www.hp.com Troubleshooting Guide

Solving General Problems (Continued)

Problem Cause Solution

Troubleshooting Without Diagnostics

System does not power on and the LEDs on the front of the computer are not flashing.

System unable to power on.

Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:

1. Check that the voltage selector, located on the rear of the power supply on select models, is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.

3. Replace the system board.

OR Press and hold the power button for

less than 4 seconds. If the hard drive LED does not turn on green then:

1. Check that the unit is plugged into a working AC outlet.

2. Open hood and check that the power button harness is properly connected to the system board.

3. Check that both power supply cables are properly connected to the system board.

4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.

5. If the 5V_aux light on the system board is not turned on, then replace the power supply.

6. Replace the system board.

Troubleshooting Guide www.hp.com 2–9

Troubleshooting Without Diagnostics

Solving Power Supply Problems

Common causes and solutions for power supply problems are listed in the following table.

Solving Power Supply Problems

Problem Cause Solution

Power supply shuts down intermittently.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.

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

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

Processor thermal protection activated:

A fan may be blocked or not turning.

OR The heatsink is not

properly attached to the processor.

Select the proper AC voltage using the selector switch.

Contact an authorized service provider to replace the power supply.

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

2–10 www.hp.com Troubleshooting Guide

Solving Power Supply Problems (Continued)

Problem Cause Solution

Troubleshooting Without Diagnostics

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times.

Power failure (power supply is overloaded).

1. Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Open the hood and ensure the 4-wire power supply cable is seated into the connector on the system board.

3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.

4. Contact an authorized service provider to replace the power supply.

5. Replace the system board.

Troubleshooting Guide www.hp.com 2–11

Troubleshooting Without Diagnostics

Solving Diskette Problems

Common causes and solutions for diskette problems are listed in the following table.

You may need to reconfigure the computer when you add or remove

✎

hardware, such as an additional diskette drive. See “Solving

Hardware Installation Problems” for instructions.

Solving Diskette Problems

Problem Cause Solution

Diskette drive light stays on. Diskette is damaged. In Microsoft Windows XP, right-click

Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.

Diskette is incorrectly inserted.

Drive cable is not properly connected.

Remove diskette and reinsert.

Reconnect drive cable. Ensure that all four pins on the diskette power cable are connected to the drive.

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.

2–12 www.hp.com Troubleshooting Guide

Diskette is not formatted.

Diskette is write-protected.

Reseat the drive.

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.

Use another diskette or remove the write protection.

Troubleshooting Without Diagnostics

Solving Diskette Problems (Continued)

Problem Cause Solution

Diskette drive cannot write to a diskette. (continued)

Writing to the wrong drive.

Not enough space is left on the diskette.

Check the drive letter in the path statement.

1. Use another diskette.

2. Delete unneeded files from diskette.

Legacy diskette writes are disabled in Computer Setup.

Enter Computer Setup and enable

Legacy Diskette Write in Storage > Storage Options.

Diskette is damaged. Replace the damaged disk.

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

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

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

FORMAT A: /F:1440

Disk may be write-protected.

Diskette write control is enabled.

Open the locking device on the diskette.

Enter Computer Setup and enable

Legacy Diskette Write in Storage > Storage Options.

A problem has occurred with a disk transaction.

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

In Windows XP, 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.

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

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

You are reading the wrong drive.

Check the drive letter in the path statement.

Diskette is damaged. Replace the diskette with a new one.

Troubleshooting Guide www.hp.com 2–13

Troubleshooting Without Diagnostics

Solving Diskette Problems (Continued)

Problem Cause Solution

“Invalid system disk” message is displayed.

Cannot Boot to Diskette. Diskette is not bootable. Replace with a bootable diskette.

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

Diskette error has occurred.

Diskette boot has been disabled in Computer Setup.

Network server mode is enabled in Computer Setup.

Removable media boot has been disabled in Computer Setup.

When drive activity stops, remove the diskette and press the Spacebar. The computer should start up.

Restart the computer by pressing the power button.

1. Run Computer Setup and enable diskette boot in Storage > Boot Order.

2. Run Computer Setup and enable diskette boot in

Storage > Storage Options > Removable Media Boot.

Both steps should be used as

✎

the Removable Media Boot function in Computer Setup overrides the Boot Order enable command.

Run Computer Setup and disable

Network Server Mode in Security > Password Options.

Run Computer Setup and enable Removable Media Boot in

Storage > Storage Options > Removable Media Boot.

2–14 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Problem Cause Solution

Hard drive error occurs. Hard disk has bad

sectors or has failed.

Disk transaction problem. Either the directory

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

Drive not found (identified). Cable could be loose. Check cable connections.

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

1. In Windows XP, right-click Start, click Explore, and select a drive. Select File >

Properties > Tools. Under Error-checking, click Check Now.

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

In Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.

See reconfiguration directions in the

“Solving Hardware Installation Problems” section. If the 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 Computer Setup and try adding a POST delay under Advanced > Power-On.

Troubleshooting Guide www.hp.com 2–15

Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem Cause Solution

Drive not found (identified).

(continued)

Nonsystem disk/NTLDR missing message.

Drive jumper settings may be incorrect.

Drive’s controller is disabled in Computer Setup.

Drive responds slowly immediately after power-up.

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

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

If the drive is a Master drive, set the jumper on the back of the drive to Master or Cable Select. If the drive is a Slave drive, set the jumper to Slave or Cable Select.

Run Computer Setup and enable all the IDE and SATA controllers in Storage > Storage Options.

Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.

Remove the diskette from the diskette drive.

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

2. Check the hard drive format using fdisk: If NTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed. Replace the MBR image.

3. 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 Computer Setup and select

Security > Restore Master Boot Record.

2–16 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem Cause Solution

Nonsystem disk/NTLDR missing message.

(continued)

System files missing or not properly installed.

Hard drive boot has been disabled in Computer Setup.

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

2. Check the hard drive format using Fdisk: If NFTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed. Replace the MBR image.

3. 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 Computer Setup and select

Security > Restore Master Boot Record.

Run Computer Setup and enable the hard drive entry in the Storage > Boot Order list.

Bootable hard drive is not attached as first in a multi-hard drive configuration.

If attempting to boot from an IDE hard drive, ensure it is attached as Primary Device 0. If attempting to boot from a SATA hard drive, ensure it is attached to SATA 0.

Bootable hard drive's controller is not listed first in the Boot Order.

Enter Computer Setup and select Storage > Boot Order and ensure the bootable hard drive's controller is listed immediately under the Hard Drive entry.

Troubleshooting Guide www.hp.com 2–17

Troubleshooting Without Diagnostics

Solving Hard Drive Problems (Continued)

Problem Cause Solution

Parallel ATA (PATA) hard drive does not perform optimally.

Computer will not start. Hard drive is damaged. Observe if the front panel Power

Computer seems to be locked up.

You are using the wrong cable for the drive type.

Program in use has stopped responding to commands.

Reinstall the Ultra ATA hard drive using an 80-conductor cable.

LED is blinking RED and if any beeps are heard. See Appendix A,

“POST Error Messages” to

determine possible causes for the blinking red and beep codes.

See the Worldwide Limited Warranty for terms and conditions.

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

Solving MultiBay Problems

Problem Cause Solution

Drive not found. You attempted to hot

plug a removable hard drive that has DriveLock security enabled. (This feature supported on select models only.)

MultiBay is hidden in Computer Setup.

2–18 www.hp.com Troubleshooting Guide

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

Enter Computer Setup and set MultiBay to Device Available in Security > Device Security.

Troubleshooting Without Diagnostics

Solving Display Problems

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

Solving Display Problems

Problem Cause Solution

Blank screen (no video). Monitor is not turned on

and the monitor light is not on.

Bad monitor. Try a different monitor.

The cable connections are not correct.

You may have a scre en blanking utility installed or energy saver features are enabled.

System ROM is bad; system is running in FailSafe Boot Block mode (indicated by eight beeps).

You are usin g a fixed-sync monitor and it will not sync at the resolution chosen.

Computer is in standby mode.

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.

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

Management Guide on the Documentation CD for more

information.

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

Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode, do not hold down the

power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Troubleshooting Guide www.hp.com 2–19

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem Cause Solution

Blank screen (no video).

(continued)

Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.

Monitor cable is plugged into the wrong connector.

Monitor settings in the computer are not compatible with the monitor.

Pre-video memory error. 1. Reseat DIMMs. Power on the

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

If the graphics card is a standard

✎

PCI expansion card, you can enable the integrated graphics in Computer Setup. If a PCI-Express graphics card is installed, the integrated graphics can not be enabled.

1. Restart the computer and press F8 during startup when you see “Press F8” in the bottom right corner of the screen.

2. Using the keyboard arrow keys, select Enable VGA Mode and press Enter.

3. In Windows Control Panel, double-click the Display icon and select the Settings tab.

4. Use the sliding control to reset the resolution.

system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

2–20 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem Cause Solution

Blank screen and the power LED flashes Red six

Pre-video graphics

error. times, once every second, followed by a two second pause, and the computer beeps six times.

Blank screen and the power LED flashes Red seven times, once every

System board failure

(ROM detected failure

prior to video). second, followed by a two second pause, and the computer beeps seven times.

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

Monitor without energy

saver capabilities is

being used with energy

saver features enabled.

Dim characters. The brightness and

contrast controls are not

set properly.

Cables are not properly

connected.

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.

Graphics card is bad. Replace the graphics card.

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

Replace the system board.

Disable monitor energy saver feature.

Adjust the monitor brightness and contrast controls.

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

Install the video drivers included in the upgrade kit.

Change requested resolution.

Troubleshooting Guide www.hp.com 2–21

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem Cause Solution

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

Vibrating or rattling noise coming from inside a CRT monitor when powered on.

Clicking noise coming from inside a CRT monitor.

High pitched noise coming from inside a flat panel monitor.

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

Monitor needs to be degaussed.

Monitor degaussing coil has been activated.

Electronic relays have been activated inside the monitor.

Brightness and/or contrast settings are too high.

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

2. In a two-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.

Degauss the monitor. Refer to the documentation that came with the monitor for instructions.

None. It is normal for the degaussing coil to be activated when the monitor is powered on.

None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.

Lower brightness and/or contrast settings.

2–22 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Display Problems (Continued)

Problem Cause Solution

Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen. (flat panel monitors using an analog VGA input connection only)

Certain typed symbols do not appear correct.

Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.

Graphics card is not seated properly or is bad.

The font you are using does not support that particular symbol.

1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu.

2. Manually synchronize the Clock and Clock Phase on-screen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP20930 or SP22333:

www.hp.com/support

1. Reseat the graphics card.

2. Replace the graphics card.

Use the Character Map to locate the and select the appropriate symbol. Click Start > All Programs >

Accessories > System Tools > Character Map. You can copy

the symbol from the Character Map into a document.

Troubleshooting Guide www.hp.com 2–23

Troubleshooting Without Diagnostics

Solving Audio Problems

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

Solving Audio Problems

Problem Cause Solution

Sound cuts in and out. Processor resources are

being used by other open applications.

Direct sound latency, common in many media player applications.

Sound does not come out of the speaker or headphones.

Software volume control is turned down.

Shut down all open processor-intensive applications.

In Windows XP:

1. From the Control Panel, select

Sounds and Audio Devices.

2. On the Audio tab, select a device from the Sound Playback list.

3. Click the Advanced button and select the Performance tab.

4. Set the Hardware acceleration slider to None and the Sample rate

conversion quality slider to Good and retest the audio.

Set the Hardware acceleration slider to Full and the Sample rate

conversion quality slider to Best and retest the audio.

Double-click the Speaker icon on the taskbar, then make sure that Mute is not selected and use the volume slider to adjust the volume.

Audio is hidden in Computer Setup.

2–24 www.hp.com Troubleshooting Guide

Enable the audio in Computer Setup: Security > Device Security > Audio.

Troubleshooting Without Diagnostics

Solving Audio Problems (Continued)

Problem Cause Solution

Sound does not come out of the speaker or headphones. (continued)

The external speakers are not turned on.

External speakers plugged into the wrong audio jack.

Digital CD audio is not enabled.

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

Volume is muted. 1. From the Control Panel

Computer is in standby mode.

Turn on the external speakers.

See the sound card documentation for proper speaker connection.

Enable digital CD audio:

1. From the Control Panel, select System.

2. On the Hardware tab, click the Device Manager button.

3. Right-click on the CD/DVD device and select Properties.

4. On the Properties tab, make sure “Enable digital CD

audio for this CD-ROM device” is checked.

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

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.

Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode, do not hold down the

power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

Troubleshooting Guide www.hp.com 2–25

Troubleshooting Without Diagnostics

Solving Audio Problems (Continued)

Problem Cause Solution

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

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

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

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

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.”

Computer appears to be locked up while recording audio.

2–26 www.hp.com Troubleshooting Guide

The hard disk may be full.

Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.

Troubleshooting Without Diagnostics

Solving Printer Problems

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

Solving Printer Problems

Problem Cause Solution

Printer will not print. Printer is not turned on

and online.

The correct printer drivers for the 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 the application is not installed.

Turn the printer on and make sure it is online.

1. Install the correct printer driver for the application.

2. Try printing using the MS-DOS command:

DIR C:\ > [printer port]

where [printer port] is the address of the printer being used. If the printer works, reload the 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 the application.

The cables may not be connected properly.

Printer memory may be overloaded.

Printer is offline. The printer may be out

of paper.

Troubleshooting Guide www.hp.com 2–27

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.

Troubleshooting Without Diagnostics

Solving Keyboard and Mouse Problems

If you encounter keyboard or mouse problems, see the documentation that came with the 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 standby mode, do not hold down the

power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

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

Keyboard connector is not properly connected.

Program in use has stopped responding to commands.

Keyboard needs repairs.

Computer is in standby mode.

The Num Lock key may be on.

1. On the Windows Desktop, click Start.

2. Click Shut Down. The Shut Down Windows dialog box is displayed.

3. Select Shut down.

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

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

See the Worldwide Limited Warranty for terms and conditions.

Press the power button to resume from standby mode.

Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.

2–28 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Mouse Problems

Problem Cause Solution

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.

Mouse may need cleaning.

Mouse may need repair.

Shut down the 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 and then press the Enter key.

3. Use the up or down arrow key to select the Shut Down option and then press the Enter key.

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

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

Remove the roller ball cover on the mouse and clean the internal components.

See the Worldwide Limited Warranty for terms and conditions.

Computer is in

standby mode.

CAUTION: When attempting to resume from standby mode, do not hold down the

power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.

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

Troubleshooting Guide www.hp.com 2–29

Mouse roller ball is dirty.

Press the power button to resume from standby mode.

Remove roller ball cover from the bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores.

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows XP automatically recognize the device and configure th e comp uter. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware. In 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.

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

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.

Use 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.

2–30 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems (Continued)

Problem Cause Solution

Computer will not start. Wrong memory

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

Power LED flashes Red five times, once every second,

Memory is installed

incorrectly or is bad. followed by a two second pause, and the computer beeps five times.

Power LED flashes Red six times, once every second, followed by a two second

Video card is not seated

properly or is bad, or

system board is bad. pause, and the computer beeps six times.

1. Review the documentation that came with the 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 front of the computer. See Appendix A,

“POST Error Messages” to

determine possible causes.

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

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

Troubleshooting Guide www.hp.com 2–31

Troubleshooting Without Diagnostics

Solving Hardware Installation Problems (Continued)

Problem Cause Solution

Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times.

Bad option card. 1. Check each option card by

removing the cards one at time (if multiple cards), then power on the system to see if fault goes away.

2. Once bad card is identified, remove and replace bad option card.

3. Replace the system board.

2–32 www.hp.com Troubleshooting Guide

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

Wake-on -LAN feature is not functioning.

Network driver does not detect network controller.

Wake-on -LAN is not enabled.

Network controller is disabled.

Incorrect network driver. Check the network controller

Enable Wake-on-LAN.

1. Select Start > Control Panel.

2. Double-click Network Connections.

3. Double-click Local Area Connection.

4. Click Properties.

5. Click Configure.

6. Click the Power Management tab, then select the check box to Allow

this device to bring the computer out of standby.

1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via Device Manager.

documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.

Troubleshooting Guide www.hp.com 2–33

Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem Cause Solution

Network status link light never flashes.

The network status

✎

light is supposed to flash when there is network activity.

Diagnostics reports a failure.

No active network is detected.

Network controller is not set up properly.

Network controller is disabled.

Network driver is not properly loaded.

System cannot autosense the network.

The cable is not securely connected.

Check cabling and network equipment for proper connection.

Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.

1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via Device Manager.

Reinstall network drivers. See the

Network & Internet Communications Guide on the Documentation CD.

Disable auto-sensing capabilities and force the system into the correct operating mode. See the Network & Internet Communications Guide on the Documentation 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.

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.

2–34 www.hp.com Troubleshooting Guide

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.

Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem Cause Solution

Diagnostics reports a failure. (continued)

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

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

The network controller is defective.

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

The network controller is not configured for this computer.

Network controller interrupt is shared with an expansion board.

The network controller requires drivers.

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

Contact an authorized service provider.

Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller.

Make sure the correct network client and protocol is installed.

Select the Network icon in the Control Panel and configure the network controller.

Under the Computer Setup Advanced menu, change the resource settings for the board.

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

Under the Computer Setup Advanced menu, change the resource settings for the board.

Network controller stops working without apparent cause.

The files containing the network drivers are corrupted.

The cable is not securely connected.

Reinstall the network drivers, using the Restore Plus! 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.

The network controller is defective.

Troubleshooting Guide www.hp.com 2–35

Contact an authorized service provider.

Troubleshooting Without Diagnostics

Solving Network Problems (Continued)

Problem Cause Solution

New network card will not boot.

Cannot connect to network server when attempting Remote System Installation.

System setup utility reports unprogrammed EEPROM.

New network card may be defective or may not meet industry-standard

Install a working, industry-standard NIC, or change the boot sequence to boot from another source.

specifications.

The network controller is not configured properly.

Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC.

Unprogrammed EEPROM. Contact an authorized service

provider.

2–36 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Memory Problems

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

CAUTION: For those systems that support ECC memory, HP does not

support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

Solving Memory Problems

Problem Cause Solution

System will not boot or does not function properly after installing additional memory modules.

Out of memory error. Memory configuration

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

may not be set up correctly.

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

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

Use the Device Manager to check memory configuration.

You have run out of memory to run the application.

Memory count during POST is wrong.

Insufficient memory error during operation.

Troubleshooting Guide www.hp.com 2–37

The memory modules may not be installed correctly.

Integrated graphics may use system memory.

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

You have run out of memory for the application.

Check the application documentation to determine the memory requirements.

Check that the memory modules have been installed correctly and that proper modules are used.

No action required.

Delete any TSRs that you do not need.

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

Troubleshooting Without Diagnostics

Solving Memory Problems (Continued)

Problem Cause Solution

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.

Memory is installed incorrectly or is bad.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Solving Processor Problems

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

Solving Processor Problems

Problem Cause Solution

Poor performance is experienced.

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.

Power LED flashes Red three times, once every second, followed by a two second pause.

2–38 www.hp.com Troubleshooting Guide

Processor is not seated properly or not installed.

1. Check to see that the processor is present.

2. Reseat the processor.

Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.

Solving CD-ROM and DVD Problems

Problem Cause Solution

System will not boot from CD-ROM or DVD drive.

CD-ROM or DVD devices are not detected or driver is not loaded.

Movie will not play in the DVD drive.

Removable Media Boot is disabled in the Computer Setup utility.

Network Server Mode is enabled in Computer Setup.

Non-bootable CD in drive.

Boot order not correct. Run the Computer Setup utility

Drive is not connected properly or not properly configured.

Movie may be regionalized for a different country.

Decoder software is not installed.

Damaged media. Replace media.

Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options. Ensure IDE CD-ROM is enabled in Storage > Boot Order.

Run the Computer Setup utility and disable Network Server Mode in Security > Password Options.

Try a bootable CD in the drive.

and change boot sequence in Storage > Boot Order.

See the documentation that came with the optional device.

See the documentation that came with the DVD drive.

Install decoder software.

Movie rating locked out by parental lock.

Media installed upside down.

Troubleshooting Guide www.hp.com 2–39

Use DVD software to remove parental lock.

Reinstall media.

Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems (Continued)

Problem Cause Solution

Cannot eject compact disc (tray-load unit).

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

Recording audio CDs is difficult or impossible.

Disc not properly seated in the drive.

Turn off the 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.

Media has been inserted upside down.

The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as

Re-insert the Media with the label facing up.

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 the 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.

2–40 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Drive Key Problems

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

Solving Drive Key Problems

Problem Cause Solution

Drive Key is not seen as a drive letter in Windows XP.

The computer boots to DOS after making a bootable Drive Key.

The drive letter after the last physical drive is not available.

Drive Key is bootable. Install the Drive Key only after the

Change the default drive letter for the Drive Key in Windows XP.

operating system boots.

Solving Internet Access Problems

If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table.

Solving Internet Access Problems

Problem Cause Solution

Unable to connect to the Internet.

Internet Service Provider (ISP) account is not set up properly.

Modem is not set up properly.

Verify Internet settings or contact your ISP for assistance.

Reconnect the modem. Verify the connections are correct using the quick setup documentation.

Web browser is not set up properly.

Cable/DSL modem is not plugged in.

Troubleshooting Guide www.hp.com 2–41

Verify that the Web browser is installed and set up to work with your ISP.

Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem.

Troubleshooting Without Diagnostics

Solving Internet Access Problems (Continued)

Problem Cause Solution

Unable to connect to the Internet. (continued)

Cannot automatically launch Internet programs.

Cable/DSL service is not available or has been interrupted due to bad weather.

The CAT5 UTP cable is disconnected.

IP address is not configured properly.

Cookies are corrupted. (A "cookie" is a small piece of information that a Web server can store temporarily with your Web browser. This is useful for having your browser remember some specific information that the Web server can later retrieve.)

You must log on to your ISP before some programs will start.

Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the “cable” LED light on the front of the cable/DSL modem will be on.)

Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.)

Contact your ISP for the correct IP address.

In Windows XP:

1. Select Start > Control Panel.

2. Double-click Internet Options.

3. On the General tab, click the Delete Cookies button.

Log on to your ISP and launch the desired program.

2–42 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Internet Access Problems (Continued)

Problem Cause Solution

Internet takes too long to download Web sites.

Modem is not set up properly.

Verify that the correct modem speed and COM port are selected.

In Windows XP:

1. Select Start > Control Panel.

2. Double-click System.

3. Click the Hardware tab.

4. In the Device Manager area, click the Device Manager button.

5. Double-click Ports (COM & LPT).

6. Right-click the COM port your modem uses, then click Properties.

7. U n d e r Device status, verify

that the modem is working properly.

8. Under Device usage, verify the modem is enabled.

9. If there are further problems,

click the Troubleshoot button and follow the on-screen instructions.

Troubleshooting Guide www.hp.com 2–43

Troubleshooting Without Diagnostics

Solving Software Problems

Most software problems occur as a result of the following:

■ The application was not installed or configured correctly.

■ There is insufficient memory available to run the application.

■ There is a conflict between applications.

■ Be sure that all the needed device drivers have been installed.

■ If you have installed an operating system other than the

factory-installed operating system, check to be sure it is supported on the system.

Where available, run the Configuration Record utility to determine if any changes have been made to the software which may be causing a problem. Refer to the “Configuration Record” section in this guide for more information.

If you encounter software problems, see the applicable solutions listed in the following table.

Solving Software Problems

Problem Cause Solution

Computer will not continue and no HP logo screen has appeared.

Computer will not continue after HP logo screen has appeared.

2–44 www.hp.com Troubleshooting Guide

POST error has occurred.

System files may be damaged.

Observe the beeps and LED lights on the front of the computer. See Appendix A, “POST Error

Messages” to determine possible

causes. See the Restore Kit or the Worldwide

Limited Warranty for terms and conditions.

Use recovery diskette to scan hard drive for errors.

Troubleshooting Without Diagnostics

Solving Software Problems (Continued)

Problem Cause Solution

“Illegal Operation has Occurred” error message is displayed.

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

Configuration files are corrupt.

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit

If you take the computer to an authorized reseller, dealer, or service

✎

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

Refer to the number listed in the warranty or in the Support

✎

Telephone Numbers guide on the Documentation CD for technical assistance.

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 the computer.

www.hp.com.

Troubleshooting Guide www.hp.com 2–45

Troubleshooting Without Diagnostics

2–46 www.hp.com Troubleshooting Guide

POST Error Messages

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.

POST Message Disabled suppresses most system messages during POST , such as memory count and no n-error te xt messages. 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 Disabled.

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

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

F10 or F12). The default mode is POST Message

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

Troubleshooting Guide www.hp.com A–1

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.

The computer will beep once after a POST text message is displayed

✎

on the screen.

Numeric Codes and Text Messages

Code/Message Probable Cause Recommended Action

101-Option ROM Checksum Error

102-System Board Failure

103-System Board Failure

System ROM or expansion board option ROM checksum.

DMA or timers. 1. Clear CMOS. (See Appendix B,

1. Verify the correct ROM.

2. Flash the ROM if needed.

3. If an expansion board was recently added, remove it to 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.

6. Replace the system board.

“Password Security and Resetting CMOS.”)

2. Remove expansion boards.

3. Replace the system board.

“Password Security and Resetting CMOS.”)

2. Remove expansion boards.

3. Replace the system board.

A–2 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

110-Out of Memory Space for Option ROMs

Recently added PCI expansion card contains an option ROM too large to download during POST.

150-SafePost Active A PCI expansion card is

not responding.

162-System Options Not Set

Configuration incorrect. RTC (real-time clock)

battery may need to be replaced.

1. If a PCI expansion card was recently added, remove it to see if the problem remains.

2. In Computer Setup, set Advanced >

Device Options > NIC PXE Option ROM Download to DISABLE to prevent PXE option ROM

for the internal NIC from being downloaded during POST to free more memory for an expansion card's option ROM. Internal PXE option ROM is used for booting from the NIC to a PXE server.

3. Enable the ACPI/USB Buffers @ Top of Memory setting in Computer Setup.

1. Restart the computer.

2. Disable SafePost.

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

Run Computer Setup and check the configuration in Advanced > Onboard Devices.

Reset the date and time under Control Panel. If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

Troubleshooting Guide www.hp.com A–3

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

163-Time & Date Not Set

Invalid time or date in configuration memory.

RTC (real-time clock) battery may need to be replaced.

Reset the date and time under Control Panel (Computer Setup can also be used). If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.

164-Memory Size Error

CMOS jumper may not be properly installed.

Memory amount has changed since the last

Check for proper placement of the CMOS jumper if applicable.

Press the F1 key to save the memory

changes. boot (memory added or removed).

Memory configuration incorrect.

1. Run Computer Setup or Windows utilities.

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

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

4. Verify proper memory module type.

201-Memory Error RAM failure. 1. Run Computer Setup or Windows

utilities.

2. Ensure memory modules are correctly installed.

3. Verify proper memory module type.

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

5. Replace faulty memory module(s).

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

A–4 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

202-Memory Type Mismatch

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

Memory modules do not match each other.

A memory module in memory socket identified in the error message is missing critical SPD information,

Replace memory modules with matched sets.

1. Verify proper memory module type.

2. Try another memory socket.

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

or is incompatible with the chipset.

214-DIMM Configuration Warning

A specific error has occurred in a memory device installed in the identified socket.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace memory module if problem persists.

219-ECC Memory Module Detected ECC Modules not supported on this Platform

Recently added memory module(s) support ECC memory error correction.

1. If additional memory was recently added, remove it to see if the problem remains.

2. Check product documentation for memory support information.

301-Keyboard Error 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

I/O board keyboard controller.

1. Reconnect keyboard with computer turned off.

2. Replace the system board.

Troubleshooting Guide www.hp.com A–5

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

304-Keyboard or System Unit Error

404-Parallel Port Address Conflict Detected

410-Audio Interrupt Conflict

411-Network Interface Card Interrupt Conflict

501-Display Adapter Failure

510-Splash Screen Image Corrupted

511-CPU, CPUA, or CPUB Fan not Detected

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.

Both external and internal ports are assigned to parallel port X.

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.

IRQ address conflicts with another device.

Graphics display controller.

Enter Computer Setup and reset the IRQ in Advanced > Onboard Devices.

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 card (if possible).

Splash Screen image has errors.

CPU fan is not connected or may have malfunctioned.

Install latest version of ROMPaq to restore image.

1. Reseat CPU fan.

2. Reseat fan cable.

3. Replace CPU fan.

A–6 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

512-Chassis, Rear Chassis, or Front Chassis Fan not Detected

514-CPU or Chassis Fan not Detected

601-Diskette Controller Error

605-Diskette Drive Type Error

Chassis, rear chassis, or front chassis fan is not connected or may have malfunctioned.

1. Reseat chassis, rear chassis, or front chassis fan.

2. Reseat fan cable.

3. Replace chassis, rear chassis, or front chassis fan.

CPU or chassis fan is not connected or may have malfunctioned.

1. Reseat CPU or chassis fan.

2. Reseat fan cable.

3. Replace CPU or chassis fan.

Diskette controller circuitry or floppy drive circuitry incorrect.

1. Run Computer Setup.

2. Check and/or replace cables.

3. Clear CMOS. (See Appendix B,

“Password Security and Resetting CMOS.”)

4. Replace diskette drive.

5. Replace the system board.

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.”)

610-External Storage Device

External tape drive not connected.

Reinstall tape drive or press F1 and allow system to reconfigure without the drive.

Failure

611-Primary Floppy Port Address Assignment Conflict

660-Display cache is detected unreliable

Configuration error. Run Computer Setup and check the

configuration in Advanced > Onboard Devices.

Integrated graphics controller display cache

Replace system board if minimal graphics

degrading is an issue. is not working properly and will be disabled.

Troubleshooting Guide www.hp.com A–7

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

912-Computer Cover Has Been Removed Since Last System Startup

914-Hood Lock Coil is not Connected

916-Power Button Not Connected

917-Front Audio Not Connected

918-Front USB Not Connected

919-Multi-Bay Riser not Connected

1151-Serial Port A Address Conflict Detected

Computer cover was removed since last system startup.

Smart Cover Lock mechanism is missing or not connected.

Power button harness has been detached or unseated from motherboard.

Front audio harness has been detached or unseated from motherboard.

Front USB harness has been detached or unseated from motherboard.

Riser card has been removed or has not been reinstalled properly in the system.

Both external and internal serial ports are assigned to COM1.

No action required.

1. Reconnect or replace hood locking mechanism.

2. Reseat or replace hood locking mechanism cable.

Reconnect or replace power button harness.

Reconnect or replace front audio harness.

Reconnect or replace front USB harness.

Reinsert riser card.

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.

A–8 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

1152-Serial Port B Address Conflict Detected

1155-Serial Port Address Conflict Detected

1201-System Audio Address Conflict Detected

1202-MIDI Port Address Conflict Detected

Both external and internal serial ports are assigned to COM2.

Both external and internal serial ports are assigned to same IRQ.

Device IRQ address conflicts with another device.

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.

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.

Enter Computer Setup and reset the IRQ in Advanced > Onboard Devices.

1203-Game Port Address Conflict Detected

Troubleshooting Guide www.hp.com A–9

Device IRQ address conflicts with another device.

Enter Computer Setup and reset the IRQ in Advanced > Onboard Devices.

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

1720-SMART Hard Drive Detects Imminent Failure

1785-Multibay incorrectly installed

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

(for Multibay option/ non-USDT systems)

1. Multibay option ribbon cables not seated or improperly attached.

2. Multibay device not properly seated.

3. Multibay diskette present.

(for integrated Multibay/ USDT systems)

1. Multibay device not properly seated.

2. Multibay riser not properly seated.

1. Determine if hard drive is giving correct error message. Enter Computer Setup and run the Drive Protection System test under Storage > DPS Self-test.

2. Apply hard drive firmware patch if applicable. (Available at

www.hp.com/support.)

3. Back up contents and replace hard drive.

1. Ensure the Multibay option is attached as device 0 on the IDE cable.

2. Ensure no other device is attached to the same IDE cable.

3. Ensure both ends of the IDE and Multibay ribbon cables are properly seated.

4. Ensure the Multibay device is fully inserted.

5. Ensure a Multibay diskette is not present (Multibay diskette drives are not supported by the Multibay option).

1. Ensure the Multibay device is fully inserted.

2. Ensure the Multibay riser is properly seated.

A–10 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

1794-Inaccessible devices attached to SATA 1 and/or SATA 3

(for systems with 4 SATA ports)

1794-Inaccessible device attached to SATA 1

(for systems with 2 SATA ports)

1796-SATA Cabling Error

A device is attached to SATA 1 and/or SATA 3. Devices attached to these connectors will be inaccessible while “SATA Emulation” is set to “Combined IDE Controller” in Computer Setup.

A device is attached to SATA 1. Any device attached to this connector will be inaccessible while “SATA Emulation” is set to “Combined IDE Controller” in Computer Setup.

One or more SATA devices are improperly attached. For optimal performance, the SATA 0 and SATA 1 connectors must be used before SATA 2 and SATA 3.

1. If using Windows 2000 or Windows XP, change “SATA Emulation” to “Separate IDE Controller” in Computer Setup.

2. If not using Windows 2000 or Windows XP, relocate the affected devices to SATA 0 or SATA 2 (if available).

3. Remove the affected devices from SATA 1 and SATA 3.

1. If using Windows 2000 or Windows XP, change “SATA Emulation” to “Separate IDE Controller” in Computer Setup.

2. If not using Windows 2000 or Windows XP, relocate the affected device to SATA 0 (if available).

3. Remove the affected device from SATA 1.

Ensure SATA connectors are used in ascending order. For one device, use SATA 0. For two devices, use SATA 0 and SATA 1. For three devices, use SATA 0, SATA1, and SATA 2.

1800-Temperature Alert

Internal temperature exceeds specification.

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

2. Verify processor speed selection.

3. Replace the processor.

4. Replace the system board.

Troubleshooting Guide www.hp.com A–11

POST Error Messages

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

1801-Microcode Patch Error

1998-Master Boot Record has been Lost

1999-Master Boot Record has Changed

2000-Master Boot Record Hard Drive has Changed

Invalid Electronic Serial Number

Processor is not supported by ROM BIOS.

The previously saved copy of the MBR has been corrupted.

The current MBR does not match the previously saved copy of the MBR.

The current bootable hard drive is not the same as the one that was present when MBR Security was enabled.

Electronic serial number has become corrupted.

1. Upgrade BIOS to proper version.

2. Change the processor.

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 disable MBR security or save the MBR of the current bootable disk.

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.hp.com and run SP5572.EXE (SNZERO.EXE).

2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes.

A–12 www.hp.com Troubleshooting Guide

Numeric Codes and Text Messages (Continued)

Code/Message Probable Cause Recommended Action

POST Error Messages

Network Server Mode Active and No Keyboard Attached

Keyboard failure while Network Server Mode enabled.

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.

Parity Check 2 Parity RAM failure. Run Computer Setup and Diagnostic

utilities.

System will not boot without fan

CPU fan not installed or disconnected in VSFF chassis.

1. Open hood, press the Power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.

2. If the fan is plugged in and seated properly, but is not spinning, then replace the processor fan.

Troubleshooting Guide www.hp.com A–13

POST Error Messages

POST Diagnostic Front Panel LEDs and Audible Codes

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

If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs

✎

on the front panel of the computer and refer to the following table to determine the front panel LED codes.

Recommended actions in the following table are listed in the order in

✎

which they should be performed.

Diagnostic Front Panel LEDs and Audible Codes

Activity Beeps Possible Cause Recommended Action

Green Power LED On.

Green Power LED flashes every two seconds.

None Computer on. None

None Computer in

Suspend to RAM mode (select models only) or normal Suspend mode.

None required. Press any key or move the mouse to wake the computer.

A–14 www.hp.com Troubleshooting Guide

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity Beeps Possible Cause Recommended Action

POST Error Messages

Red Power LED flashes two times, once every second, followed by a two second pause.

Red Power LED flashes three times, once every second, followed by a two second pause.

2 Processor thermal

protection activated:

A fan may be blocked or not turning.

OR The heatsink/fan

assembly is not properly attached to the processor.

3 Processor not

installed (not an indicator of bad processor).

1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

3. If fan is plugged in and seated properly, but is not spinning, then replace processor fan.

4. Reseat processor heatsink and verify that the fan assembly is properly attached.

5. Contact an authorized reseller or service provider.

1. Check to see that the processor is present.

2. Reseat the processor.

Troubleshooting Guide www.hp.com A–15

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity Beeps Possible Cause Recommended Action

Red Power LED flashes four times, once every second, followed by a two second pause.

Red Power LED flashes five times, once every second, followed by a two second pause.

4 Power failure

(power supply is overloaded).

5Pre-video memory

error.

1. Open the hood and ensure the 4-wire power supply cable is seated into the connector on the system board.

2. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.

3. Replace the power supply.

4. Replace the system board.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Red Power LED flashes six times, once every second, followed by a two second pause.

6 Pre-video graphics

error.

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system board.

A–16 www.hp.com Troubleshooting Guide

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity Beeps Possible Cause Recommended Action

POST Error Messages

Red Power LED flashes seven times, once every second, followed by a two second pause.

Red Power LED flashes eight times, once every second, followed by a two second pause.

Red Power LED flashes nine times, once every second, followed by a two second pause.

Red Power LED flashes ten times, once every second, followed by a two second pause.

7 System board

Replace the system board. failure (ROM detected failure prior to video).

8Invalid ROM

based on bad checksum.

1. Reflash the ROM using a ROMPaq diskette. See the “ROM Flash” section of the Desktop

Management Guide on the Documentation CD.

2. Replace the system board.

9System powers on

but is unable to boot.

1. Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Replace the system board.

3. Replace the processor.

10 Bad option card. 1. Check each graphics card by

removing the card (one at a time if multiple cards), then power on the system to see if fault goes away.

2. Once a bad card is identified, remove and replace the bad option card.

3. Replace the system board.

Troubleshooting Guide www.hp.com A–17

POST Error Messages

Diagnostic Front Panel LEDs and Audible Codes (Continued)

Activity Beeps Possible Cause Recommended Action

System does not power on and LEDs are not flashing.

None System unable to

power on.

Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:

1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.

2. Remove the expansion cards one at a time until the 3V_aux light on the system board turns on.

3. Replace the system board.

OR Press and hold the power button for less

than 4 seconds. If the hard drive LED does not turn on green then:

1. Check that the unit is plugged into a working AC outlet.

2. Open hood and check that the power button harness is properly connected to the system board.

3. Check that both power supply cables are properly connected to the system board.

4. Check to see if the 3V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.

5. If the 3V_aux light on the system board is not turned on, then replace the power supply.

6. Replace the system board.

A–18 www.hp.com Troubleshooting Guide

Password Security and Resetting CMOS

This computer supports security password features, which can be established through the Computer Setup Utilities menu.

This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup. When you establish only a power-on password, the power-on password is required to access Computer Setup and any other information on the computer. When you establish both passwords, only the setup password will give you access to Computer Setup.

When both passwords are set, the setup password can also be used in place of the power-on password as an override to log in to the computer. This is a useful feature for a network administrator.

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

■ Resetting the password jumper

■ Using the Clear CMOS button

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

defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide on the Documentation CD for information on backing up the CMOS settings.

Troubleshooting Guide www.hp.com B–1

Password Security and Resetting CMOS

Resetting the Password Jumper

To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps:

1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet.

2. With the power cord disconnected, press the power button again to drain the system of any residual power.

WARNING: To reduce the risk of personal injury from electrical shock

and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.

CAUTION: When the computer is plugged in, the power supply always

has voltage applied to the system board even when the unit is turned off. Failure to disconnect the power cord can result in damage to the system.

CAUTION: Static electricity can damage the electronic components

of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory Information guide on the Documentation CD for more information.

3. Remove the computer cover or access panel.

4. Locate the header and jumper.

The password jumper is green so that it can be easily identified. For

✎

assistance locating the password jumper and other system board components, see the Illustrated Parts Map (IPM) for that particular system. The IPM can be downloaded from www.hp.com/support.

5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.

6. Replace the computer cover or access panel.

7. Reconnect the external equipment.

B–2 www.hp.com Troubleshooting Guide

Password Security and Resetting CMOS

8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features.

9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8. Establish the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation CD for Computer Setup instructions.

Clearing and Resetting the CMOS

The computer’s configuration memory (CMOS) stores password information and information about the computer’s configuration.

Using the CMOS Button

1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.

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

WARNING: To reduce the risk of personal injury from electrical shock

and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.

CAUTION: When the computer is plugged in, the power supply always

has voltage applied to the system board even when the unit is turned off. Failure to disconnect the power cord can result in damage to the system.

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 Safety & Regulatory

Information guide on the Documentation CD for more information.

Troubleshooting Guide www.hp.com B–3

Password Security and Resetting CMOS

3. Remove the computer cover or access panel.

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

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

Make sure you have disconnected the AC power cord from the wall

✎

outlet. The CMOS button will not clear CMOS if the power cord is connected.

CMOS button

For assistance locating the CMOS button and other system board

✎

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

5. Replace the computer cover or access panel.

B–4 www.hp.com Troubleshooting Guide

Password Security and Resetting CMOS

6. Reconnect the external devices.

7. Plug in the computer and turn on power.

You will receive POST error messages after clearing CMOS and

✎

rebooting advising you that configuration ch anges have occurred. Use Computer Setup to reset your passwords and any special system setups along with the date and time.

See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation CD.

Using Computer Setup to Reset CMOS

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

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

F10 key. Press Enter to bypass the title

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.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.

To reset CMOS to the factory default settings first set time and date, then use the arrow keys or the and Exit. This resets the soft settings that include boot sequence order and other factory settings. It will not, however, force hardware rediscovery.

Troubleshooting Guide www.hp.com B–5

Tab key to select File > Set Defaults

Password Security and Resetting CMOS

B–6 www.hp.com Troubleshooting Guide

Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement.

When these systems are built, each installed hard driv e is tested using DPS, and a permanent record of key information is written onto the drive. Each time DPS is run, test results are written to the hard drive. Your service provider can use this information to help diagnose conditions that caused you to run the DPS software.

Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard drive firmware and can be executed even if the computer will not boot to an operating system. The time required to execute the test depends on the manufacturer and size of the hard drive; in most cases, the test will take approximately two minutes per gigabyte.

Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Dri ve Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive.

Troubleshooting Guide www.hp.com C–1

Drive Protection System (DPS)

Accessing DPS Through Diagnostics for Windows

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

1. Turn on the computer and select Start > Control Panel > Diagnostics for Windows.

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

2. Select Test > Type of Test. A choice of three tests appear: Quick Test, Complete Test, and

Custom Test.

3. Select Custom Test. A choice of two test modes is offered: Interactive Mode and

Unattended Mode.

4. Select Interactive Test > Storage > Hard Drives.

5. Select the specific driv es to be tested > Driv e Pr otection System Test > Begin 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 www.hp.com Troubleshooting Guide

Drive Protection System (DPS)

Accessing DPS Through Computer Setup

When the computer does not power on properly you should use Computer Setup to access the DPS program. T o access DPS, perform the following steps:

1. Turn on or restart the computer.

2. When the F10 Setup message appears in the lower-right corner of the screen, press the

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.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.

3. Select Storage > DPS Self-Test. The screen will display the list of DPS-capable hard drives that

are installed on the computer.

If no DPS-capable hard drives are installed, the DPS Self-Test option

✎

will not appear on the screen.

F10 key.

4. Select the hard drive to be tested and follo w the screen prompts to complete the testing process.

When the test has been completed, one of three messages will be displayed:

■ Test Succeeded. Completion Code 0.

■ Test Aborted. Completion Code 1 or 2.

■ Test Failed. Drive Replacement Recommended. Completion

Code 3 through 14.

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 www.hp.com C–3

Drive Protection System (DPS)

C–4 www.hp.com Troubleshooting Guide

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 the operating system.

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

In Microsoft Windows XP:

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

2. Select the Hardware tab.

3. Highlight the appropriate audio device.

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

5. Click the Properties tab.

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

7. Highlight the appropriate driver by clicking it.

8. Click Properties.

9. Click Settings.

10. Change the Output Mode to the desired setting.

11. Click OK to close the Properties panel.

12. Close the Control Panel.

Troubleshooting Guide www.hp.com D–1

Setting up Analog/Digital Audio Output

D–2 www.hp.com Troubleshooting Guide

Index

access panel, removing 2–7 audible codes audio output audio problems

A–14

D–1

2–24

battery, replacing 2–6 beep codes blank screen booting options

Full Boot A–1 Quick Boot A–1

A–14

2–19

CD-ROM or DVD problems 2–39 CMOS

backing up B–1 button B–1, B–3 clearing and resetting B–3

Configuration Record Utility

installing 1–10 overview 1–9 running 1–10

Customer Support 2–2, 2–45

date and time display 2–6 Diagnostics for Windows

detecting 1–2 installing 1–3 menu bar 1–5 overview 1–1 running tests 1–6 tool bar 1–5

diskette problems 2–12 Drive Key problems Drive Protection System (DPS)

accessing C–2 overview C–1

2–41

error codes A–1

flashing LEDs A–14 Full Boot

A–1

general problems 2–6

hard drive problems 2–15 hardware installation problems helpful hints

2–4

Internet access problems 2–41

jumper settings 2–16

keyboard

error code A–5 solving problems 2–28 testing 2–4

LEDs

blinking power A–14 blinking PS/2 keyboard A–14

2–30

Troubleshooting Guide www.hp.com Index–1

Index

memory

error codes A–4 solving problems 2–37

monitor

blank screen 2–19 blurry video 2–21 checking connections 2–5 dim characters 2–21

monitor problems 2–19 mouse problems MultiBay problems

2–28

2–18, A–10

network problems 2–33 numeric codes

A–2

optical drive problems 2–39

password

clearing B–1 features B–1 power-on B–1 resetting jumper B–2 setup B–1

POST

enabling error messages A–1 error messages A–1

power supply problems 2–10 power-on password printer problems problems

audio 2–24 CD-ROM and DVD 2–39 diskette 2–12 display 2–19

B–1

2–27

Drive Key 2–41 general 2–6 hard drive 2–15 installing hardware 2–30 Internet access 2–41 keyboard 2–28 memory 2–37 minor 2–4 mouse 2–29 MultiBay 2–18, A–10 network 2–33 optical drives 2–39 power supply 2–10 printer 2–27 processor 2–38 software 2–44

processor problems 2–38

Quick Boot A–1

resetting

CMOS B–1 password jumper B–1

RTC battery A–4

security password B–1 setup password software

protecting 1–11 restoring 1–11

software problems 2–44

B–1

Index–2 www.hp.com Troubleshooting Guide

HP Compaq dc5100, Compaq dc7100, Compaq dx6100, Compaq dx6120 Troubleshooting

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Computer Diagnostic Features

Diagnostics for Windows

Detecting Diagnostics for Windows

Installing Diagnostics for Windows

Using Categories in Diagnostics for Windows

Running Diagnostic Tests in Diagnostics for Windows

Configuration Record

Installing Configuration Record

Running Configuration Record

Protecting the Software

Restoring the Software

Troubleshooting Without Diagnostics

Safety and Comfort

Before You Call for Technical Support

Helpful Hints

Solving General Problems

Solving Power Supply Problems

Solving Diskette Problems

Solving Hard Drive Problems

Solving MultiBay Problems

Solving Display Problems

Solving Audio Problems

Solving Printer Problems

Solving Keyboard and Mouse Problems

Solving Hardware Installation Problems

Solving Network Problems

Solving Memory Problems

Solving Processor Problems

Solving CD-ROM and DVD Problems

Solving Drive Key Problems

Solving Internet Access Problems

Solving Software Problems

Contacting Customer Support

POST Error Messages

POST Numeric Codes and Text Messages

POST Diagnostic Front Panel LEDs and Audible Codes

Password Security and Resetting CMOS

Resetting the Password Jumper

Clearing and Resetting the CMOS

Using the CMOS Button

Using Computer Setup to Reset CMOS

Drive Protection System (DPS)

Accessing DPS Through Diagnostics for Windows

Accessing DPS Through Computer Setup

Setting up Analog/Digital Audio Output

Index