HP Compaq dc7800 Troubleshooting

Troubleshooting Guide

Business PCs

Microsoft, Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or 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.

Troubleshooting Guide

Business PCs

First Edition (July 2007)

Document Part Number: 451125-001

About This Book

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.

NOTE: Text set off in this manner provides important supplemental information.

ENWW iii

iv About This Book ENWW

Table of contents

1 Computer Diagnostic Features

HP Insight Diagnostics ......................................................................................................................... 1

Accessing HP Insight Diagnostics ....................................................................................... 1

Survey Tab .......................................................................................................................... 2

Test Tab ............................................................................................................................... 3

Status Tab ........................................................................................................................... 3

Log Tab ................................................................................................................................ 4

Help Tab .............................................................................................................................. 4

Saving and Printing Information in HP Insight Diagnostics .................................................. 4

Downloading the Latest Version of HP Insight Diagnostics ................................................. 5

Protecting the Software ........................................................................................................................ 5

HP Backup and Recovery Manager ..................................................................................................... 6

2 Troubleshooting Without Diagnostics

Safety and Comfort .............................................................................................................................. 7

Before You Call for Technical Support ................................................................................................. 7

Helpful Hints ......................................................................................................................................... 8

Solving General Problems .................................................................................................................. 10

Solving Power Problems .................................................................................................................... 14

Solving Diskette Problems ................................................................................................................. 15

Solving Hard Drive Problems ............................................................................................................. 18

Solving Media Card Reader Problems ............................................................................................... 21

Solving Display Problems ................................................................................................................... 23

Solving Audio Problems ..................................................................................................................... 27

Solving Printer Problems .................................................................................................................... 29

Solving Keyboard and Mouse Problems ............................................................................................ 30

Solving Hardware Installation Problems ............................................................................................. 32

Solving Network Problems ................................................................................................................. 34

Solving Memory Problems ................................................................................................................. 37

Solving Processor Problems .............................................................................................................. 39

Solving CD-ROM and DVD Problems ................................................................................................ 40

Solving Drive Key Problems ............................................................................................................... 42

Solving Front Panel Component Problems ........................................................................................ 43

Solving Internet Access Problems ...................................................................................................... 44

Solving Software Problems ................................................................................................................ 46

Contacting Customer Support ............................................................................................................ 47

Appendix A POST Error Messages

POST Numeric Codes and Text Messages ....................................................................................... 49

Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ 55

Appendix B Password Security and Resetting CMOS

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Resetting the Password Jumper ........................................................................................................ 59

Clearing and Resetting the CMOS ..................................................................................................... 60

Appendix C Drive Protection System (DPS)

Accessing DPS Through Computer Setup ......................................................................................... 63

Index ................................................................................................................................................................... 64

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1 Computer Diagnostic Features

HP Insight Diagnostics

NOTE: HP Insight Diagnostics is included on CD with some computer models only.

The HP Insight Diagnostics utility allows you to view information about the hardware configuration of the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.

The Survey tab is displayed when you invoke HP Insight Diagnostics. This tab shows the current configuration of the computer. From the Survey tab, there is access to several categories of information about the computer. Other tabs provide additional information, including diagnostic test options and test results. The information in each screen of the utility can be saved as an html file and stored on a diskette or USB HP Drive Key.

Use HP Insight Diagnostics 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.

You should run tests, save the test results, and print them so that you have printed reports available before placing a call to the Customer Support Center.

NOTE: Third party devices may not be detected by HP Insight Diagnostics.

Accessing HP Insight Diagnostics

To access HP Insight Diagnostics, you must create a Recovery Disc Set then boot to the CD containing the utility. It can also be downloaded from

HP Insight Diagnostics on page 5 for more information.

NOTE: HP Insight Diagnostics is included as part of the Recovery Disk Set with some computer

models only.

If you have already created a Recovery Disc Set, begin the following procedure at step 4.

1. Click Start > HP Backup and Recovery > HP Backup and Recovery Manager to open the

Backup and Recovery Wizard, then click Next.

2. Select Create a set of recovery discs (Recommended) and click Next.

3. Follow the instructions in the wizard to create a Recovery Disc Set.

4. Use Windows Explorer to search the Recovery Disc Set for the CD with the compaq\hpdiags

directory.

http://www.hp.com. See Downloading the Latest Version of

5. While the computer is on, insert the CD into an optical drive on the computer.

6. Shut down the operating system and turn off the computer.

7. Turn on the computer. The system will boot to the CD.

ENWW HP Insight Diagnostics 1

8. Select the appropriate language and click Continue.

9. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight

Survey Tab

The Survey tab displays important system configuration information.

In the View level field, you can select the Summary view to see limited configuration data or select the Advanced view to see all the data in the selected category.

In the Category field, you can select the following categories of information to display:

All—Gives a listing of all categories of information about the computer.

Overview—Gives you a listing of general information about the computer.

Architecture—Provides system BIOS and PCI device information.

NOTE: If the system does not boot to the CD in the optical drive, you may need to change the

boot order in the Computer Setup (F10) utility so that the system attempts to boot to the optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide for more information.

NOTE: It is recommended that you accept the assigned default keyboard for your language

unless you want to test your specific keyboard.

Diagnostics utility launches with the Survey tab displayed.

Asset Control—Shows product name, asset tag, system serial number, and processor information.

Communication—Shows information about the computer parallel (LPT) and serial (COM) port settings,

plus USB and network controller information.

Graphics—Shows information about the graphics controller of the computer.

Input Devices—Shows information about the keyboard, mouse, and other input devices connected to

the computer.

Memory—Shows information about all memory in the computer. This includes memory slots on the system board and any memory modules installed.

Miscellaneous—Shows HP Insight Diagnostics version information, computer configuration memory (CMOS) information, system board data, and system management BIOS data.

Storage—Shows information about storage media connected to the computer. This list includes all fixed disks, diskette drives, and optical drives.

System—Shows information about the computer model, processor, chassis, and BIOS, plus internal speaker and PCI bus information.

2 Chapter 1 Computer Diagnostic Features ENWW

Test Tab

The Test tab allows you to choose various parts of the system to test. You can also choose the type of test and testing mode.

There are three types of tests to choose from:

●

For each test type, there are two test modes to choose from:

●

To begin testing:

Quick Test—Provides a predetermined script where a sample of each hardware component is exercised and requires no user intervention in either Unattended or Interactive mode.

Complete Test—Provides a predetermined script where each hardware component is fully tested. There are more tests available in the Interactive mode, but these require user intervention.

Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run.

Interactive Mode—Provides maximum control over the testing process. The diagnostic software will prompt you for input during tests that require your interaction. You may also determine whether the test passed or failed.

Unattended Mode—Does not display prompts and requires no interaction. If errors are found, they are displayed when testing is complete.

1. Select the Test tab.

2. Select the tab for the type of test you want to run: Quick, Complete, or Custom.

3. Select the Test Mode: Interactive or Unattended.

4. Choose how you want the test to be executed, either Number of Loops or Total Test Time. When

5. If performing a Quick Test or Complete Test, select the device to be tested from the drop-down

6. Click the Begin Testing button at the bottom right corner of the screen to start the test. The Status

7. If errors are found, go to the Log tab and click the Error Log to display more detailed information

Status Tab

The Status tab displays the status of the selected tests. The type of test executed (Quick, Complete, or Custom) is also displayed. The main progress bar displays the percent complete of the current set of tests. While testing is in progress, a Cancel Testing button is displayed for use if you want to cancel the test.

choosing to run the test over a specified number of loops, enter the number of loops to perform. If you desire to have the diagnostic test for a specified time period, enter the amount of time in minutes.

list. If performing a Custom Test, Click the Expand button and select the devices to be tested or click the Check All button to select all devices.

tab, which allows you to monitor the progress of the test, is automatically displayed during the testing process. When the test is complete, the Status tab shows whether the device passed or failed.

and recommended actions.

After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest button will retest the last set of tests executed. This enables you to re-run the set of tests without having to re-enter the data in the Test tab.

ENWW HP Insight Diagnostics 3

The Status tab also shows:

●

Log Tab

The Log tab contains a Test Log tab and an Error Log tab.

The Test Log displays all tests that have been executed, the number of times of execution, the number of times failed, and the time it took to complete each test. The Clear Test Log button will clear the contents of the Test Log.

The Error Log displays the tests for devices that have failed during the diagnostic testing and includes the following columns of information.

●

The devices being tested

The test status (running, passed, or failed) of each device being tested

The overall test progress of all devices being tested

The test progress for each device being tested

The elapsed test times for each device being tested

The Device section displays the device tested.

The Test section displays the type of test run.

●

The Clear Error Log button will clear the contents of the Error Log.

Help Tab

On the Help tab contains an HP Insight Diagnostics tab, an Error Codes tab, and a Test Components tab.

The HP Insight Diagnostics tab contains help topics and includes search and index features.

The Error Codes tab provides a description of each numerical error code that may appear in the Error

Log tab located on the Log tab. Each code has a corresponding error Message and a Recommended Repair action that should help solve the problem. To find an error code description quickly, enter the

code in the box at the top of the tab and click the Find Error Codes button.

The Test Components tab displays low-level information on tests that are run.

The Description section describes the error that the diagnostic test found.

The Recommended Repair will give a recommended action that should be performed to resolve the failed hardware.

The Failed Count is the number of times the device has failed a test.

The Error Code provides a numerical code for the failure. The error codes are defined in the Help tab.

Saving and Printing Information in HP Insight Diagnostics

You can save the information displayed in the HP Insight Diagnostics Survey and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will

4 Chapter 1 Computer Diagnostic Features ENWW

automatically create an html file that has the same appearance as the information displayed on the screen.

1. Insert a diskette or USB 2.0 HP Drive Key (capacity must be 64MB or higher). USB 1.0 Drive Keys

are not supported.

2. Click Save in the bottom right corner of the screen.

3. Select Save to the floppy or Save to USB key.

4. Enter a file name in the File Name box and click the Save button. An html file will be saved to the

inserted diskette or USB HP Drive Key.

NOTE: Do not remove the diskette or USB key until you see a message indicating that the html

file has been written to the media.

5. Print the information from the storage device used to save it.

NOTE: To exit HP Insight Diagnostics, click Exit Diagnostics button in the bottom left corner of the

screen then remove the CD from the optical drive.

Downloading the Latest Version of HP Insight Diagnostics

1. Go to http://www.hp.com.

2. Click the Software & Driver Downloads link.

3. Enter your product number (for example, dc7800) in the text box and press the Enter key.

4. Select your specific computer model.

5. Select your OS.

6. Click the Diagnostic link.

7. Click HP Insight Diagnostics Offline Edition.

8. Select a language and click Download.

NOTE: The download includes instructions on how to create the bootable CD.

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.

ENWW Protecting the Software 5

HP Backup and Recovery Manager

The HP Backup and Recovery Manager is an easy-to-use, versatile application that allows you to back up and recover the primary hard drive on the PC. The application works within Windows to create backups of Windows, all applications, and all data files. Backups can be scheduled to occur automatically at designated intervals, or they can be initiated manually. Important files can be archived separately from regular backups.

HP Backup and Recovery Manager is preinstalled on the hard drive's Recovery Partition and allows you to:

create Recovery Points to back up the entire system incrementally

●

back up the entire system in a single archive

●

back up individual files and folders

●

Recovery Points and file backups can be copied to CD or DVD discs, while all backups can be copied to network or secondary hard disks.

HP highly recommends that you create a Recovery Disc Set immediately before using the computer and schedule regular automatic Recovery Point backups.

To create the Recovery Disc Set:

1. Click Start > HP Backup and Recovery > HP Backup and Recovery Manager to open the

Backup and Recovery Wizard, then click Next.

2. Select Create a set of recovery discs (Recommended) and click Next.

3. Follow the instructions in the wizard.

The HP Backup and Recovery Manager provides two basic recovery methods. The first, recovery of files and folders, operates in Windows. The second, PC Recovery, requires a reboot to the Recovery Partition or from the Recovery Disc Set. To reboot to the Recovery Partition, press F11 at startup when you see the message “Press F11 for Emergency Recovery.”

For more information on using HP Backup and Recovery Manager, refer to the HP Backup and Recovery

Manager User Guide by selecting Start > HP Backup and Recovery > HP Backup and Recovery Manager Manual.

NOTE: You can order a Recovery Disc Set from HP by calling the HP support center. Go to the

following Web site, select your region, and click the Technical support after you buy link under the Call HP heading to obtain the support center telephone number for your region.

http://welcome.hp.com/country/us/en/wwcontact_us.html

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2 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.

NOTE: For information on specific error messages that may appear on the screen during Power-On

Self-Test (POST) at startup, refer to Appendix A,

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 at

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 the Safety & Regulatory Information guide.

POST Error Messages on page 48.

http://www.hp.com/

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 utility. Refer to Chapter 1,

●

information.

Run the Drive Protection System (DPS) Self-Test in Computer Setup. Refer to the Computer Setup

●

(F10) Utility Guide 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,

Messages on page 48 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.

Computer Diagnostic Features on page 1 for more

POST Error

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.”

ENWW Safety and Comfort 7

Refer to the comprehensive online technical support at

●

http://www.hp.com/support.

Refer to the following

●

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

If it becomes necessary to call for technical assistance, be prepared 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.

●

Restore the system from the Recovery Disc Set that you created or restore the system to its original

●

factory condition in HP Backup and Recovery Manager.

Helpful Hints on page 8 section in this guide.

http://www.hp.com/go/ispe.

http://www.hp.com/go/bizsupport for the latest online

CAUTION: Restoring the system will erase all data on the hard drive. Be sure to back up all data files

before running the restore process.

NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service

provider or dealer.

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,

Messages on page 48 for more information.

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

●

POST Error

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

8 Chapter 2 Troubleshooting Without Diagnostics ENWW

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 on page 32 for instructions.

Be sure that all the needed device drivers have been installed. For example, if you are using a

●

printer, you need a driver for that model printer.

Remove all 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 some 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.

ENWW Helpful Hints 9

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.

WARNING! When the computer is plugged into an AC power source, voltage is always applied to the

system board. 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.

Table 2-1 Solving General Problems

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

Cause Solution

Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds

Computer will not respond to USB keyboard or mouse.

Cause Solution

until the computer turns off.

2. Disconnect the power cord from the electrical outlet.

Computer is in standby mode. To resume from standby mode, press the power button or

press any key.

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 any unsaved data.

System has locked up. Restart computer.

Computer date and time display is incorrect.

Cause Solution

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

NOTE: Connecting the computer to a live AC outlet prolongs

the life of the RTC battery.

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

Cause Solution

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

The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on

if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.

10 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-1 Solving General Problems (continued)

There is no sound or sound volume is too low.

Cause Solution

System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal

system speaker is not muted (this setting does not affect the external speakers).

2. Make sure the external speakers are properly connected

and powered on and that the speakers' volume control is set correctly.

3. Use the system volume control available in the operating

system to make sure the speakers are not muted or to increase the volume.

Cannot remove computer cover or access panel.

Cause Solution

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 wrenchstyle key or PN 166527-002 for the screwdriver bit key.

Poor performance is experienced.

Cause Solution

Processor is hot. 1. Make sure airflow to the computer is not blocked. Leave

a 10.2-cm (4-inch) clearance on all vented sides of the computer and above the monitor to permit the required airflow

2. Make sure 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 accessed did not release reserved memory back to the system.

Virus resident on the hard drive. Run virus protection program.

Too many applications running. 1. Close unnecessary applications to free up memory.

Restart the computer.

2. Add more memory. Some applications run in the

background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup, go to Start > Run (Windows XP) or Start > Accessories > Run (Windows Vista) and type msconfig. On the Startup tab of the System Configuration Utility, uncheck applications that you do not want to launch automatically.

ENWW Solving General Problems 11

Table 2-1 Solving General Problems (continued)

Poor performance is experienced.

Cause Solution

Some software applications, especially games, are stressful on the graphics subsystem

Cause unknown. Restart the computer.

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. (Beeps stop after fifth iteration but LEDs continue flashing).

Cause

Processor thermal protection activated:

A fan may be blocked or not turning.

The heatsink is not properly attached to the processor.

1. Lower the display resolution for the current application or

consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.

2. Add more memory.

3. Upgrade the graphics solution.

Solution

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.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

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

Cause Solution

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 some 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.

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.

12 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-1 Solving General Problems (continued)

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

Cause Solution

5. If the 5V_aux light on the system board is off, then replace

the power supply.

6. Replace the system board.

ENWW Solving General Problems 13

Solving Power Problems

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

Table 2-2 Solving Power Problems

Power supply shuts down intermittently.

Cause Solution

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.

Cause

Processor thermal protection activated:

A fan may be blocked or not turning.

The heatsink is not properly attached to the processor.

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Select the proper AC voltage using the selector switch.

Contact an authorized service provider to replace the power supply.

Solution

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.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

Cause

Power failure (power supply is overloaded). 1. Check that the voltage selector, located on the rear of the

The incorrect external power supply adapter is being used on the USDT.

Solution

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- or 6-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. Replace the power supply.

5. Replace the system board.

The USDT power supply adapter must be at 135W and use the Smart ID technology before the system will power up. Replace the power supply adapter with the HP-supplied USDT power supply adapter.

14 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Diskette Problems

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

NOTE: You may need to reconfigure the computer when you add or remove hardware, such as an

additional diskette drive. See

Table 2-3 Solving Diskette Problems

Diskette drive light stays on.

Cause Solution

Diskette is damaged. In Microsoft Windows XP, right-click Start, click Explore, and

Diskette is incorrectly inserted. Remove diskette and reinsert.

Solving Hardware Installation Problems on page 32 for instructions.

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

In Microsoft Windows Vista, right-click Start, click Explore, and right-click on a drive. Select Properties then select the Tools tab. Under Error-checking click Check Now.

Drive cable is not properly connected. Reconnect drive cable. Ensure that all four pins on the diskette

Drive not found.

Cause Solution

Cable is loose. Reseat diskette drive data and power cable.

Removable drive is not seated properly. Reseat the drive.

The device has been hidden in Computer Setup. Run the Computer Setup utility and ensure Device Available

Diskette drive cannot write to a diskette.

Cause

Diskette is not formatted. Format the diskette.

power cable are connected to the drive.

is selected for the Legacy Diskette in Security > Device

Security.

Solution

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.

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

Writing to the wrong drive. Check the drive letter in the path statement.

Not enough space is left on the diskette. 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.

ENWW Solving Diskette Problems 15

+ 49 hidden pages