HP Compaq Deskpro I 3-25i, Compaq Deskpro I 3-33i, Compaq Deskpro I 3-33is, Compaq Deskpro I 4-25is, Compaq Deskpro I 4-33i Troubleshooting

...

HP Compaq Deskpro I 3-25i, Compaq Deskpro I 3-33i, Compaq Deskpro I 3-33is, Compaq Deskpro I 4-25is, Compaq Deskpro I 4-33i, Compaq Deskpro I 4-66i, Compaq Deskpro M 386-25M, Compaq Deskpro M 386-33M, Compaq Deskpro M 486-25M, Compaq Deskpro M 486-33M, Compaq Deskpro M 486-50M, Compaq Deskpro M 486-66M, Compaq Deskpro M 486s-16M, Compaq Deskpro M 486s-25M, Compaq Deskpro M 486s-33M, Compaq Deskpro M 586-60M, Compaq Deskpro M 586-66M, Compaq Deskpro 2000 5100, Compaq Deskpro 2000 5120, Compaq Deskpro 2000 5133, Compaq Deskpro 2000 5166, Compaq Deskpro 2000 5166MMX, Compaq Deskpro 2000 5200, Compaq Deskpro 2000 5200MMX, Compaq Deskpro 2000 5233MMX, Compaq Deskpro 2000 6180, Compaq Deskpro 2000 6200, Compaq Deskpro 2000 6233MMX, Compaq Deskpro 2000 6266, Compaq Deskpro 2000 6266MMX, Compaq Deskpro 2000 6300MMX, Compaq Deskpro 4000 5100, Compaq Deskpro 4000 5120, Compaq Deskpro 4000 5133, Compaq Deskpro 4000 5166, Compaq Deskpro 4000 5166MMX, Compaq Deskpro 4000 5166X, Compaq Deskpro 4000 5200, Compaq Deskpro 4000 5200MMX, Compaq Deskpro 4000 5200X, Compaq Deskpro 4000 5233MMX, Compaq Deskpro 4000 5233X, Compaq Deskpro 4000 6180, Compaq Deskpro 4000 6200, Compaq Deskpro 4000 6233MMX, Compaq Deskpro 4000 6233X, Compaq Deskpro 4000 6266MMX, Compaq Deskpro 4000 6300MMX, Compaq Deskpro 4000 6333, Compaq Deskpro 4000N 5166MMX, Compaq Deskpro 4000N 5200MMX, Compaq Deskpro 4000N 5233MMX, Compaq Deskpro 4000S 5166MMX, Compaq Deskpro 4000S 5200MMX, Compaq Deskpro 4000S 5233MMX, Compaq Deskpro 6000 5166, Compaq Deskpro 6000 5200, Compaq Deskpro 6000 6180, Compaq Deskpro 6000 6200, Compaq Deskpro 6000 6233MMX, Compaq Deskpro 6000 6233X, Compaq Deskpro 6000 6266MMX, Compaq Deskpro 6000 6266X, Compaq Deskpro 6000 6300MMX, Compaq Deskpro 6000 6333, Compaq Deskpro EC C433, Compaq Deskpro EC C533, Compaq Deskpro EC C566, Compaq Deskpro EC C600, Compaq Deskpro EC C633, Compaq Deskpro EC C800, Compaq Deskpro EC C850, Compaq Deskpro EC P1.13GHz, Compaq Deskpro EC P400, Compaq Deskpro EC P450, Compaq Deskpro EC P600, Compaq Deskpro EC P650, Compaq Deskpro EC P667, Compaq Deskpro EC P700, Compaq Deskpro EC P733, Compaq Deskpro EC P800, Compaq Deskpro EC P801, Compaq Deskpro EC P867, Compaq Deskpro EN 6233, Compaq Deskpro EN 6300C, Compaq Deskpro EN 6366C, Compaq Deskpro EN 6400C, Compaq Deskpro EN 6433C, Compaq Deskpro EN 6500, Compaq Deskpro EN C566, Compaq Deskpro EN C667, Compaq Deskpro EN C850, Compaq Deskpro EN P1.0GHz, Compaq Deskpro EN P533, Compaq Deskpro EN 6266, Compaq Deskpro EN 6300, Compaq Deskpro EN 6300A, Compaq Deskpro EN 6333, Compaq Deskpro EN 6333C, Compaq Deskpro EN 6350, Compaq Deskpro EN C366, Compaq Deskpro EN 6450+, Compaq Deskpro EN C433, Compaq Deskpro EN C533, Compaq Deskpro EN C600, Compaq Deskpro EN C733, Compaq Deskpro EN C766, Compaq Deskpro EN 6400, Compaq Deskpro EN P1.13GHz, Compaq Deskpro EN P1.2GHz, Compaq Deskpro EN P550, Compaq Deskpro EN P600, Compaq Deskpro EN P667, Compaq Deskpro EN P700, Compaq Deskpro EN P733, Compaq Deskpro EN, Compaq Deskpro EN P750, Compaq Deskpro EN P773, Compaq Deskpro EN P800, Compaq Deskpro EN P866, Compaq Deskpro EN P933, Compaq Deskpro EP 6233, Compaq Deskpro EP 6266, Compaq Deskpro EP 6266C, Compaq Deskpro EP 6300, Compaq Deskpro EP 6300A, Compaq Deskpro EP 6333, Compaq Deskpro EP 6333C, Compaq Deskpro EP 6350, Compaq Deskpro EP 6366C, Compaq Deskpro EP 6400, Compaq Deskpro EP 6400C, Compaq Deskpro EP 6450+, Compaq Deskpro EP 6500, Compaq Deskpro EP P550, Compaq Deskpro EP P600, Compaq Deskpro EP P650, Compaq Deskpro EP P700, Compaq Deskpro EP P800, Compaq Deskpro EX 810e, Compaq Deskpro EX C533, Compaq Deskpro EX C566, Compaq Deskpro EX C600, Compaq Deskpro EX C633, Compaq Deskpro EX C667, Compaq Deskpro EX C700, Compaq Deskpro EX C733, Compaq Deskpro EX C800, Compaq Deskpro EX C850, Compaq Deskpro EX P1.0GHz, Compaq Deskpro EX P1.13GHz, Compaq Deskpro EX P1.20GHz, Compaq Deskpro EX P1.3GHz, Compaq Deskpro EX P1.4GHz, Compaq Deskpro EX P1.5GHz, Compaq Deskpro EX P1.7GHz, Compaq Deskpro EX P667, Compaq Deskpro EX P700, Compaq Deskpro EX P733, Compaq Deskpro EX P750, Compaq Deskpro EX P800, Compaq Deskpro EX P866, Compaq Deskpro EX P933, Compaq Deskpro EXS Edition C566, Compaq Deskpro EXS Edition C600, Compaq Deskpro EXS Edition C633, Compaq Deskpro EXS Edition C667, Compaq Deskpro EXS Edition C700, Compaq Deskpro EXS Edition C733, Compaq Deskpro EXS Edition C766, Compaq Deskpro EXS Edition C800, Compaq Deskpro EXS Edition P1.0G, Compaq Deskpro EXS Edition P1.3GHz, Compaq Deskpro EXS Edition P1.4GHz, Compaq Deskpro EXS Edition P1.6GHz, Compaq Deskpro EXS Edition P667, Compaq Deskpro EXS Edition P733, Compaq Deskpro EXS Edition P800, Compaq Deskpro EXS Edition P866, Compaq Deskpro EXS Edition P933, Compaq Deskpro SB 6266, Compaq Deskpro SB 6300, Compaq Deskpro SB 6333, Compaq Deskpro SB 6350, Compaq Deskpro SB 6400, Compaq Deskpro SB C500, Compaq Deskpro SB C634, Compaq Deskpro SB C700, Compaq Deskpro SB C701, Compaq Deskpro SB C733, Compaq Deskpro SB C766, Compaq Deskpro SB C800, Compaq Deskpro SB C801, Compaq Deskpro SB C850, Compaq Deskpro SB C900, Compaq Deskpro SB P550, Compaq Deskpro SB P600, Compaq Deskpro SB P650, Compaq Deskpro SB P750, Compaq Deskpro SB P800, Compaq Deskpro SB P867, Compaq Deskpro SB P900, Compaq Deskpro SB P901, Compaq Deskpro SB P902, Compaq Deskpro SB P903, Compaq Deskpro SB P933, Compaq Deskpro XE 4100, Compaq Deskpro XE 433s, Compaq Deskpro XE 450, Compaq Deskpro XE 466, Compaq Deskpro XE 560, Compaq Deskpro XL 450, Compaq Deskpro XL 466, Compaq Deskpro XL 5100, Compaq Deskpro XL 5120, Compaq Deskpro XL 5133, Compaq Deskpro XL 5160, Compaq Deskpro XL 560, Compaq Deskpro XL 566, Compaq Deskpro XL 575, Compaq Deskpro XL 590, Compaq Deskpro XL 6150, Compaq Deskpro XL 6200, 5000, 8000, XP1000 Troubleshooting

Download

Quick Troubleshooting Guide

Compaq Deskpro Family of Personal Computers Compaq Deskpro Workstations Compaq Professional Workstations Compaq Armada Notebooks Compaq Prosignia Notebooks

Notice

The information in this guide is subject to change without notice.

COMPAQ COMPUTER CORPORATION SHALL NOT BE LIABLE FOR TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN; NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OF THIS MATERIAL.

This guide contains information protected by copyright. No part of this guide may be photocopied or reproduced in any form without prior written consent from Compaq Computer Corporation.



2000 Compaq Computer Corporation.

COMPAQ, the Compaq Logo, and Deskpro Registered in the U. S. Patent and Trademark Office.

Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation.

PREMIER

SOUND

•

is a trademark of Compaq Computer Corporation.

Intel and Pentium are registered trademarks of Intel Corporation. Celeron and MMX are trademarks of Intel Corporation.

Product names mentioned herein may be trademarks and/or registered trademarks of their respective companies.

The software described in this guide is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of the agreement.

Quick Troubleshooting Guide

Compaq Deskpro Family of Personal Computers

Compaq Deskpro Workstations

Compaq Professional Workstations

Compaq Armada Notebooks

Compaq Prosignia Notebooks

Second Edition (July 2000) Part Number 120205-002

Compaq Computer Corporation

Printer's Mark

ONTENTS

chapter 1

General Service Information

Troubleshooting Procedures ....................................................................................................1-1

Tools Required - Desktop Computers and Workstations.........................................................1-1

Tools Required - Notebooks .................................................................................................... 1-1

Protecting Yourself and the Computer.....................................................................................1-1

Clearing CMOS .......................................................................................................................1-2

Customer Responsibilities........................................................................................................1-2

POST Power-On Sequence ......................................................................................................1-3

Compaq Drive Protection System............................................................................................ 1-3

Accessing DPS Through Compaq Diagnostics for Windows ............................................1-4

Compaq Configuration Record Utility.....................................................................................1-4

chapter 2

Troubleshooting Flowcharts for Desktop Computers

1. Initial Troubleshooting.........................................................................................................2-2

2. No Power, Part 1.................................................................................................................. 2-3

3. No Power, Part 2.................................................................................................................. 2-4

4. No Power, Part 3.................................................................................................................. 2-5

5. No Video, Part 1 ..................................................................................................................2-6

6. No Video, Part 2 ..................................................................................................................2-7

7. No Video, Part 3 ..................................................................................................................2-8

8. Error Messages Part 1 ..........................................................................................................2-9

9. Error Messages, Part 2 .......................................................................................................2-10

10. Error Messages, Part 3 .....................................................................................................2-11

11. No O/S Loading ............................................................................................................... 2-12

12. No O/S Loading from Hard Drive, Part 1........................................................................2-13

13. No O/S Loading from Hard Drive, Part 2........................................................................2-14

14. No O/S Loading from Hard Drive, Part 3........................................................................2-15

15. No O/S Loading from Diskette Drive .............................................................................. 2-16

16. No O/S Loading from CD-ROM Drive ...........................................................................2-17

17. No O/S Loading from Network .......................................................................................2-18

18. Non-Functioning Device..................................................................................................2-19

chapter 3

Troubleshooting Flowcharts for Portable Computers

1. Initial Troubleshooting.........................................................................................................3-2

2. No Power, Part 1.................................................................................................................. 3-3

3. No Power, Part 2.................................................................................................................. 3-4

4. No Power, Part 3.................................................................................................................. 3-5

5. No Power, Part 4.................................................................................................................. 3-6

6. No Video, Part 1 ..................................................................................................................3-7

7. No Video, Part 2 ..................................................................................................................3-8

8. Non-Functioning Docking Station.......................................................................................3-9

9. No O/S Loading .................................................................................................................3-10

10. No O/S Loading from Hard Drive, Part 1........................................................................3-11

Quick Troubleshooting Guide iii

11. No O/S Loading from Hard Drive, Part 2........................................................................3-12

12. No O/S Loading from Hard Drive, Part 3........................................................................3-13

13. No O/S Loading from Diskette Drive .............................................................................. 3-14

14. No O/S Loading from CD-ROM or DVD-ROM Drive ...................................................3-15

15. No Audio, Part 1 ..............................................................................................................3-16

16. No Audio, Part 2 ..............................................................................................................3-17

17. Non-Functioning Device..................................................................................................3-18

18. Non-Functioning Pointing Device or Keyboard .............................................................. 3-19

19. No Network or Modem Connection.................................................................................3-20

appendix A

Further Troubleshooting

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

appendix B

POST Error Messages - Numbered

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

appendix C

Post Error Messages - Not Numbered

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

iv Quick Troubleshooting Guide

chapter

ENERAL SERVICE INFORMATION

The information in this book was prepared for the Compaq Deskpro 2000 Series of Personal Computers with MMX technologies and later models as well as Compaq Deskpro Workstations, Compaq Professional Workstations, Compaq Armada Notebooks, and Compaq Prosignia Notebooks.

✎

Not all features are available on all Compaq products.

Troubleshooting Procedures

The flowcharts listed in Chapters 2 and 3 use the building-block concept, where flowchart 1 is the first flowchart to which you should refer. If, during the debug process, you find yourself in a bind, refer back to flowchart 1 to determine which potential problems you can rule out.

Tools Required - Desktop Computers and Workstations

T

Torx T-15 and flat-blade screwdrivers

T

Loopback plugs

T

Write-protected bootable diskette

T

Anti-static wrist strap

Tools Required - Notebooks

T

Magnetic flat-blade screwdriver, Torx T-8, and T-10 screwdrivers

T

3/16-inch and 7-mm hex sockets or nut drivers

T

Security wrench

T

Loopback plugs

T

Write-protected bootable diskette

T

Anti-static wrist strap

Protecting Yourself and the Computer

T

Turn the computer off before disconnecting or installing any cables.

T

When the computer is connected to 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.

T

For personal safety and to ensure that the computer does not overheat, Compaq recommends that you install the computer cover or access panel before turning on the computer.

Quick Troubleshooting Guide

1-1

T

The screws used in the computer are of different thread sizes and lengths; using the wrong screw in an application may damage the unit.

T

All data stored on a hard drive is lost when the drive is formatted.

Clearing CMOS

✎

This procedure does not apply to portable computers.

1. Turn off the computer and any peripheral devices that are connected to it.

2. Disconnect the power cord from the electrical outlet and then from the computer.

CAUTION:

disconnected. The cooling fan is always on in all other instances, such as when the computer is On, in Standby, or Suspend mode.

CAUTION:

system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.

The cooling fan is off only when the computer is turned off and the power cable has been

When the computer is connected to an AC power source there is always voltage applied to the

3. Remove the computer cover.

4. Reset the computer by one of the following methods depending on the model.

T

If the system board has a CMOS reset button, press the button and then release it to reset the CMOS.

T

If the system board uses jumpers, remove the E50 jumper from pins 1 and 2 for 60 seconds; then replace the jumper.

Customer Responsibilities

Check the service contract and verify that the customer has taken care of these items:

1-2

T

Installing the operating system.

T

Providing and running all virus check programs.

T

Running Diagnostics on the hard drive.

T

Reloading the operating system as required.

T

Copying over the operating system files as required.

T

Reformatting the hard drive as required.

General Service Information

POST Power-On Sequence

When a Compaq Personal Computer or workstation is turned on, the computer reads its first instructions from memory. It finds the instructions from the power-on restart vector addressed in ROM and begins executing those instructions. The instructions begin with a series of ROMresident diagnostic tests called the Power-On Self-Test (POST) to determine if the computer is operational and ready to accept an operating system. The normal checking procedure for POST includes:

1. BIOS memory is tested and initialized (the first 128K of RAM is not displayed). If the system does not pass the first memory check, an immediate error message is displayed and the initialization process stops. The cause of a failure at this stage might be a problem with the ROM, the system board, the CPU, or memory.

2. The system board and bus devices are quick-tested to determine if the interrupt controllers, DMA controllers, keyboard controller, video display controller, interval timers, diskette drive controller, serial and parallel port controller, and fixed disk controller are all properly installed and are functioning properly.

3. The remaining memory is tested and the count displayed on the monitor only when starting the machine from the off mode. You should verify that the memory displayed corresponds with the memory installed in the computer.

4. The keyboard, drives, and their controllers are initialized and tested. Test results are shown via the LEDs on the keyboard and computer case.

5. CMOS memory is checked for configuration, time, and date. If the CMOS memory parameters do not match the actual system configuration, a "162-System Options" error or a “System CMOS” error will be displayed with instructions for restarting the computer.

6. The speaker will sound two short beeps or will display the Compaq splash screen when the POST has been successfully completed. Refer to the POST error messages when error messages are displayed on the screen or when beep patterns are sounded.

Compaq Drive Protection System

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

When Compaq Deskpro Computers and workstations are built, each installed hard drive is tested using DPS and a permanent record of key information is written onto the drive. Each time DPS is run, test results are written to the hard drive. This information may be used to help diagnose the hard drive and the computer system.

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 2 minutes per gigabyte.

DPS should be used when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and replace the hard drive.

Quick Troubleshooting Guide

1-3

Accessing DPS Through Compaq Diagnostics for Windows

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

1. Turn on the computer and select My Computer→Control Panel→Compaq Diagnostics. 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 drive(s) to be tested→Drive Protection System Test→Begin Testing.

When the test has been completed, one of three messages will be displayed for each of the drives tested:

T

Test Succeeded. Completion Code 0.

T

Test Aborted. Completion Code 1 or 2.

T

Test Failed. Drive Replacement Recommended. Completion Code 3 through 14.

If the test failed, the completion code should be recorded for help in diagnosing the computer problem.

Compaq Configuration Record Utility

Compaq Configuration Record Utility is an online information-gathering tool similar to other Compaq management tools that run on computers. It gathers critical hardware and software information from various sources to give a complete view of the computer. Configuration Record Utility delivers comprehensive configuration capture, provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a computer 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 off-line and to assist in maximizing computer availability. The information obtained by the utility is useful in troubleshooting computer problems, and streamlines the service process by enabling quick and easy identification of computer configurations, which is the first step in resolving service cases.

The Compaq Configuration Record Utility is accessed via an icon in the Control Panel. When running the utility, information is automatically gathered on such items as the operating system version number, operating system parameters, and the operating system startup files. The utility then combines this information with information on the hardware configuration to deliver a comprehensive view of the computer.

1-4

General Service Information

chapter

ROUBLESHOOTING FLOWCHARTS FOR DESKTOP

OMPUTERS

1. Initial Troubleshooting,

2. No Power, Part 1,

3. No Power, Part 2,

4. No Power, Part 3.

5. No Video, Part 1,

6. No Video, Part 2,

7. No Video, Part 3,

8. Error Messages, Part 1,

9. Error Messages, Part 2,

10. Error Messages, Part 3,

11. No O/S Loading,

12. No O/S Loading from Hard Drive, Part 1,

13. No O/S Loading from Hard Drive, Part 2,

14. No O/S Loading from Hard Drive, Part 3,

15. No O/S Loading from Diskette Drive,

16. No O/S Loading from CD-ROM Drive ,

2-2

2-3

2-4

2-5

2-6

2-7

2-8

2-9

2-10

2-11

2-12

2-16

2-13

2-14

2-15

2-17

17. No O/S Loading from Network,

18. Non-Functioning Device,

2-19

2-18

Quick Troubleshooting Guide

2-1

1. Initial Troubleshooting

Begin

Troubleshootin

115/230V

set right?

Is there power?

Is there

video?

Beeps,

LEDs, or error

messa

es?

Set voltage to

115V or 230V

as required

Go to Page 2-3,

No Power

Go to Page 2-6,

No Video

Go to Page 2-9,

Error Messa

2-2

Is the O/S

loading?

All drives

working?

New

options or

software

added?

End

Troubleshooting Flowcharts for Desktop Computers

Go to Page 2-12,

No O/S Loadin

Go to Page 2-19,

Non-Functionin

Device

Run

Compaq Confi

, see Chapter 1

Utility

uration

2. No Power, Part 1

No Power

(Power LED is off)

Power cord

connected?

Using power

strip or UPS?

Active

outlet?

Turn computer off.

power cord into

Plu

computer and power outlet.

Ensure power strip or

UPS is turned on.

Turn computer off.

Plug power cord into

different active wall outlet

Turn off power,

disconnect power

cord, and open

the computer

Go to Page 2-4,

No Power, Part 2

Caution:

Power is continuous to the system board and power supply even when the power switch is turned off. To prevent dama

e to the unit, disconnect the power cord from

Restart computer

and return to start

of this chart.

the power source or the unit before beginning disassembly procedures.

Quick Troubleshooting Guide

2-3

3. No Power, Part 2

Continued from Page 2-3,

No Power, Part 1

Power supply

connected to

system board?

System

board have 5V

Aux LED?

1. Press power button on.

2. Check for fan rotation.

3. Press power button off

Caution:

power supply even when the power switch is turned off. To prevent dama cord from the power source or the unit before be disassembly procedures

Plug power connector

into system board.

Plug in power cord.

Power is continuous to the system board and

e to the unit, disconnect the power

Replace power supply.

5V Aux LED on?

Replace power supply.

innin

1. Unplug power to all drives.

Does fan spin?

2. Remove all installed cards.

3. Press power button on.

Does fan spin?

1. Add drives back one-at a-time to find faulty drive.

2. Add cards back one-at-

Go to Page 2-5,

No Power, Part 3

a-time to find faulty card.

Power on?

Done

2-4

Troubleshooting Flowcharts for Desktop Computers

4. No Power, Part 3

Continued from

page 2-4,

No Power, Part 2

Drive power

and data cables

connected?

Loose

or dama

components?

Reinstall cover and

restart computer.

Power LED on?

power switch.

Reseat drive power and

data cable connectors.

Reseat loose components

and replace damaged

items in the computer.

Replace

Power LED on?

Caution:

to the system board and the power supply even when the power switch is turned off. To prevent dama disconnect the power cord from the power source or the unit before beginnin disassembly procedures.

Power is continuous

e to the unit,

Done

Replace

system board.

Quick Troubleshooting Guide

2-5

5. No Video, Part 1

No video

Beeps or

flashing CPU

or keyboard

lights?

Monitor LED

on?

Caution:

when the power switch is turned off. To prevent dama the power cord from the power source or the unit before be procedures.

Power is continuous to the system board and power supply even

Go to Page 2-9,

Error Messa

Part 1

LED color?

(note 1)

Amber

Video

adapter

connected?

(note 2)

es,

Green

Contrast and

htness

bri

turned up?

Go to Page 2-7,

No Video, Part 2

e to the unit, disconnect

inning disassembly

Turn contrast and

brightness up.

Monitor

plugged in and

turned on?

Plug in and turn on

monitor, then

return to Page 2-2,

Initial Troubleshootin

2-6

Troubleshooting Flowcharts for Desktop Computers

Reconnect

monitor

Notes:

1. Older monitors do not support the amber LED.

2. If more than one adapter is installed, monitor must be connected to primary controller.

3. Turn off and unplu reconnectin

(note 3).

cables.

Plug in, turn on, and

return to Page 2-2,

Initial Troubleshootin

Video OK?

computer before

Replace monitor.

Done

6. No Video, Part 2

Continued

from Page 2-6,

No Video, Part 1

Turn off power, disconnect power cord, and open the computer.

Reseat processor, riser

board, video card, and

memory, then clear CMOS.

Replace cover and

power cord, then

restart computer.

Video OK,

computer

starts?

Caution:

the system board and power supply even when the power switch is turned off. To prevent dama the unit, disconnect the power cord from the power source or the unit before be procedures.

Same

symptoms?

Power is continuous to

inning disassembly

“System option

Message

not set”?

e to

“System

option

not set”

routine

Done

Notes:

1. System boards without a piezo speaker, or chassis Turn off computer and disconnect power. Replace components in system one at a time starting with hard drive. Test system after each replacement for video or beeps.

Go to Page 2-8,

No Video, Part 3

without an internal speaker require an external speaker.

2. Some power supplies require a load

the system board alone to function properly. When disconnecting drives, disconnect the data cables but leave the power cables attached.

3. Remove auxiliary video card if inte

4. Remove cache module on Deskpro 2000 models

(if installed).

Quick Troubleshooting Guide

reater than

rated video.

2-7

7. No Video, Part 3

Continued from Page 2-7,

No Video, Part 2

Restart computer.

See codes

or flashin

lights or hear

beeps?

Turn off computer and disconnect power. Replace components in system one at a time starting with hard drive. Test system after each replacement for video or beeps.

Caution:

and power supply even when the power switch is turned off. To prevent dama the power cord from the power source or the unit before beginning disassembly procedures.

system board.

Power is continuous to the system board

e to the unit, disconnect

Integrated

video?

Replace

video card.

Video OK?

2-8

Troubleshooting Flowcharts for Desktop Computers

Done

8. Error Messages, Part 1

Beeps, CPU or Keyboard Lights, or POST error messages.

Power LED has no color showing.

Power LED glows green.

Power LED blinks green 1x/second.

Power LED glows red.

Power LED blinks red 4x/second.

Power LED blinks red 1x/two or more seconds.

Power and hard drive LEDs glow red.

Caution:

supply even when the power switch is turned off. To prevent dama source or the unit before beginning disassembly procedures.

Power is continuous to the system board and power

e to the unit, disconnect the power cord from the power

Computer is off.

Computer is on.

Normal suspend mode.

CPU not installed/fetchin

CPU thermal shutdown.

Riser board not seated.

code.

Power supply crow bar.

Num Lock LED flashing green.

Caps Lock LED flashing green.

Scroll Lock LED flashing green.

Audible. 1L 3S.

Mode.

Audible. 2S.

Continued on Page 2-10,

Notes:

heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB.

Short (S) and lon

System ROM is bad; system is runnin

Power-ON successful.

Error Messa

Memory error.

No video.

System board failure, prior to video.

es, Part 2.

(L) beeps will only be

in FailSafe Boot Block

Quick Troubleshooting Guide

2-9

9. Error Messages, Part 2

Continued from Page 2-9,

Error Messa

es, Part 1

1S 2L. Num Lock blinking. System memory not present or incompatible.

Unplu are correct type and that they match in size and speed.

1L 2S. Cap Lock blinking. Video controller not present or incorrectly initialized.

video card. Reseat card and ensure it is in the proper expansion slot.

1L 3S. All keyboard LEDs blinking. ROM Failure.

reload ROM. Download ROMPaq from Compaq website at www.compaq.com.

2L 1S. Scroll Lock blinking. System HW failure prior to video.

computer, and check for physical damage. Ensure all cables and cards are seated. Look for burn marks or smoke.

No beeps. HD and Power LED blinking. Riser not detected.

computer, and check and reseat riser board.

Caution:

supply even when the power switch is turned off. To prevent dama source or the unit before beginning disassembly procedures.

, open computer, and check memory modules. Ensure memory modules

Ensure monitor is plu

Power is continuous to the system board and power

e to the unit, disconnect the power cord from the power

ed in. Unplug, open computer, and check

Create ROMPaq diskette and

Unplu

, open

2-10

Continued on Page 2-11,

Notes:

heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB.

Troubleshooting Flowcharts for Desktop Computers

Short (S) and lon

Error Messa

(L) beeps will only be

es, Part 3.

10. Error Messages, Part 3

Continued from

Page 2-10,

Error Messa

Caution:

supply even when the power switch is turned off. To prevent

es, Part 2

Error 162,

reboot, unplu

Error 163. Time & Date Not Set.

time and date. If error occurs after reboot, unplu CMOS setting.

Error 2xx. Memory Error.

computer, and reseat memory modules. Ensure modules are correct type and that they match in size and speed.

Error 30x. Keyboard Error.

on keyboard before POST. Ensure keyboard connected to proper connector.

Error 6xx. Floppy Error.

computer, check diskette drive, and check and reseat power and data cables.

dama source or the unit before beginning disassembly procedures.

2S Beeps.

Power is continuous to the system board and power

e to the unit, disconnect the power cord from the power

System Option not set. Select F1.

and open computer and check CMOS jumper setting.

Set time and date in F10 or boot to O/S and set

and open computer, then check

See

Appendix B

See

Appendix B

for specific definitions. Unplu

for specific definitions. Do not type

for specific definitions. Unplu

If error occurs after

, open

See

Appendix B

refer to

See

Appendix B

Error 91x. Misc. Connection Error.

Unplu for good connection.

Error 178x. Fixed Disk Error.

open computer, check hard drive, and check and reseat power and data cables.

Error 1800. Thermal Alert.

processor has heatsink installed and that speed setting on system board is correct. Remove obstructions to air vents.

All other POST error messages -

solutions.

Notes:

heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB.

x = Numbers 1 - 9

, open computer, and check hood lock coil, thermal sensor pigtail, and riser

System overheatin

Short (S) and lon

(L) beeps will only be

for specific definitions.

for specific definitions. Unplu

. Let computer cool off. Ensure

for definitions and

Quick Troubleshooting Guide

2-11

11. No O/S Loading

O/S not loading from:

CD-ROM drive,

o to Page 2-17

Diskette drive,

go to Page 2-16

Hard drive,

go to Page 2-13

Network,

go to Page 2-18

Factory recommended booting priority

1. CD-ROM drive

2. Diskette drive

3. Hard drive

4. Network

NOTE:

drive jumpers, cable connections, cable ends, and drives for bent or damaged pins.

Before be

inning, always check

2-12

Troubleshooting Flowcharts for Desktop Computers

12. No O/S Loading from Hard Drive, Part 1

O/S not loading

from hard drive

Non-

System Disk

Messa

Boot from

Remove CD and

CD?

reboot.

Boot from

network?

Go to Page 2-14,

No O/S Loadin

Hard Drive, Part 2

Go to Page 2-16,

No O/S Loadin

Diskette Drive

Boot from

diskette?

Remove diskette

and reboot.

from

Change boot priority

through Computer Setup and reboot.

Boot from

hard drive?

Done

Go to Page 2-18,

No O/S Loadin

from Network

Go to

Page 2-19,

Non-Functionin

Device

Boot from

hard drive?

Done

Factory Recommended Bootin

Boot from

hard drive?

Done

NOTE:

cable connections, cable ends and drives for bent or damaged pins.

1. CD-ROM drive if bootable drive

2. Diskette drive

3. Hard drive

4. Network

Before be

inning, always check drive jumpers,

Quick Troubleshooting Guide

Priority

2-13

13. No O/S Loading from Hard Drive, Part 2

Continued from

Page 2-13

No O/S Loadin

from

Hard Drive, Part 1

Access

hard drive?

Go to Page 2-15,

No O/S Loadin

from Hard Drive, Part 3

CD or

diskette in

drive?

Remove diskette

and reboot.

Boot from

hard drive?

Boot

from diskette

drive?

Go to Page 2-16,

No O/S Loadin

from

Diskette Drive

Replace hard drive.

Done

Computer

boot?

Go to Page 2-15,

No O/S Loadin

from

Hard Drive, Part 3

Run FDISK

Hard drive

partition?

Hard drive

formatted?

Format hard drive

bootable C:\ prompt.

Create partition, then

format hard drive to bootable C:\ prompt.

and bring to a

Load O/S using

Restore CD

applicable

Refer to the “Customer

Note:

Responsibilities” section of this document and the customer service contract.

(see note).

2-14

Troubleshooting Flowcharts for Desktop Computers

14. No O/S Loading from Hard Drive, Part 3

Continued from Page 2-14,

No O/S Loadin

from Hard Drive, Part 2

System

files on hard

drive?

Virus

on hard

drive?

Run SCANDISK,

check for bad

sectors.

Can bad

sectors

be fixed?

Clean virus.

(see note)

Apply

Restore CD

if applicable.

(see note)

Install O/S

and reboot

(see note)

Boot from

hard drive?

Done

Run

DPS test.

Boot from

hard drive?

Replace

hard drive.

Fix bad sectors.

Boot from

hard drive?

Done

Note:

Responsibilities” section of this document and the customer service contract.

Replace

hard drive.

Refer to the “Customer

Quick Troubleshooting Guide

2-15

15. No O/S Loading from Diskette Drive

O/S not loading

from diskette drive

Non-

System Disk

message?

Boot

from another

device?

Diskette drive enabled in Computer

Setup?

Go to Page 2-19,

Non-Functionin

Device

Enable drive and

cold boot

computer.

Bootable

diskette

in drive?

Check diskette for

system files. Try different diskette.

Bootable

diskette

in drive?

Install bootable

diskette and

reboot computer.

Install bootable

diskette and

reboot computer.

2-16

Diskette

drive boot order

correct?

Change boot

priority.

(see notes)

Troubleshooting Flowcharts for Desktop Computers

Clear CMOS

Go to Page 2-19,

Non-Functionin

Device

Notes: Factory Recommended Bootin

1. CD-ROM drive if bootable

2. Diskette drive

3. Hard drive

4. Network

Priority

16. No O/S Loading from CD-ROM Drive

No O/S Loading

from CD-ROM

drive

CD in drive?

Install

bootable CD.

Boots from CD?

Booting

from another

device?

Done

Go to Page 2-19,

Non-Functionin

Device

Bootable

in drive?

Try another

bootable CD.

Notes:

Factory Recommended Bootin

1. CD-ROM drive if bootable

2. Diskette drive

3. Hard drive

4. Network

Install bootable

CD and reboot

computer.

Priority

Booting

order

correct?

Correct boot order.

(see notes)

Clear CMOS

Go to Page 2-19,

Non-Functionin

Device

Quick Troubleshooting Guide

2-17

17. No O/S Loading from Network

No O/S loading

from network

F12

prompt during

POST?

Compaq

supported

NIC?

Boots

from another

device?

Select

F12 on

prompt?

NNN

Reboot computer.

Select F12 when

prompted.

Turn off power,

disconnect power cord,

open computer, and install

Compaq-compatible NIC.

Boots from

network?

WOL or

Network cable

attached?

Attach network or

WOL cable.

Network jack

functional?

Connect to

working

network jack.

Go to Page 2-19,

Non-Functionin

Device

Boot order

correct ?

Correct boot order.

(see notes)

2-18

Troubleshooting Flowcharts for Desktop Computers

Go to Page 2-19,

Non-Functionin

Device

Done

Notes:

Factory Recommended Bootin

1. CD-ROM drive

2. Diskette drive

3. Hard drive

4. Network

Sequence

18. Non-Functioning Device

Non-functioning device.

Turn off power, disconnect

power cord, and open the

computer.

Unplug the power and data cable from the non-functioning device. Inspect cables and plugs for bent or broken pins or other damage. For a NIC or SCSI controller, remove the expansion card and inspect leads.

Any physical

damage?

Fix or replace

broken item.

Caution:

system board and power supply even when the power switch is turned off. To prevent dama disconnect the power cord from the power source or the unit before be

Power is continuous to the

inning disassembly procedures.

e to the unit,

Clear CMOS

Reattach drive.

Close computer,

plug in power,

and reboot.

Drive boots

properly?

Done

Hard drive or CD-ROM drive

•

RUN DPS HARD DRIVE

TEST.

• Check IDE drive jumper settin and Primary/Secondary status.

• Check SCSI drive ID and termination.

• Correct any conflicts.

NIC

Possible bad NIC, replace card. If inte replace system board.

Diskette drive

Possible bad diskette drive. Replace drive.

(hard drive only)

s for Cable Select

rated NIC,

Go to Page 2-12,

No O/S Loadin

Drive boots

properly?

Done

Quick Troubleshooting Guide

2-19

chapter

ROUBLESHOOTING FLOWCHARTS FOR PORTABLE

OMPUTERS

1. Initial Troubleshooting,

2. No Power, Part 1,

3. No Power, Part 2,

4. No Power, Part 3,

5. No Power, Part 4,

6. No Video, Part 1,

7. No Video, Part 2,

8. Non-Functioning Docking Station,

9. No O/S Loading,

10. No O/S Loading from Hard Drive, Part 1,

11. No O/S Loading from Hard Drive, Part 2,

12. No O/S Loading from Hard Drive, Part 3,

13. No O/S Loading from Diskette Drive,

14. No O/S Loading from CD-ROM or DVD-ROM Drive,

15. No Audio, Part 1,

16. No Audio, Part 2,

3-7

3-8

3-10

3-2

3-3

3-4

3-5

3-6

3-9

3-11

3-12

3-13

3-14

3-16

3-17

3-15

17. Non-Functioning Device,

18. Non-Functioning Pointing Device or Keyboard,

19. No Network or Modem Connection,

3-18

3-20

3-19

Quick Troubleshooting Guide

3-1

1. Initial Troubleshooting

Begin

Troubleshootin

Is there power?

Go to Page 3-3,

No Power

Beeps,

LEDs, or error

messages?

Is there video?

(no boot)

Is the O/S

loading?

Is there

sound?

Go to Page B-1,

Error Messa

Go to Page 3-7,

No Video

Go to Page 3-10,

No O/S Loadin

Go to page 3-16,

No Audio

All drives

working?

Keyboard/

Mouse

working?

Connectin to network or modem?

Go to Page 3-18,

Non-Functionin

Device

Go to Page 3-19,

Keyboard/Mouse

Go to page 3-20,

Network or

Modem

Connection

3-2

Troubleshooting Flowcharts for Portable Computers

End

2. No Power, Part 1

No Power

(Power LED is off)

Remove from

docking station

if applicable.

Power up

on battery

power?

Reset

Power.

Power up

on AC

power?

Reset

Power.

Power up

in docking

Done

station?

1. Reseat power cables in docking station and at the AC outlet.

2. Ensure AC power source is active.

3. Ensure power strip is working.

Power up

on battery

power?

Go to page 3-4,

No Power, Part 2

Power up

on AC

power?

Go to page 3-5,

No Power, Part 3

*Notes:

1. On some models, there is a separate reset button.

2. On some models, the computer may be reset by usin

the Standby Switch and either the Lid Switch or the Main Power Switch

Done

Power up

in docking

station?

Go to Page 3-9,

Non-Functionin

Dockin

Station

Quick Troubleshooting Guide

3-3

3. No Power, Part 2

Continued from page 3-3,

No Power, Part 1

Visually check for

debris in battery socket

and clean if required.

Power on?

Check battery by

recharging, moving it to

another PC, or

replacing it.

Power on?

Done

Replace power supply

(if applicable).

Power on?

Go to Page 3-5,

No Power, Part 3

3-4

Done

Troubleshooting Flowcharts for Portable Computers

4. No Power, Part 3

Continued from page 3-4,

No Power, Part 2

Plug directly

into AC outlet.

Power LED

on?

Reseat AC adapter in

PC and at power source.

Power on?

Power outlet

active?

Replace

power cord.

Done

Try

different

outlet.

External

Internal or

external AC

adapter?

Internal

Go to page 3-6,

No Power, Part 4

Replace external

AC adapter.

Power on?

Done.

Done

Quick Troubleshooting Guide

3-5

5. No Power, Part 4

Continued from Page 3-5,

No Power, Part 3

Open Computer

Loose or

damaged

parts?

Close computer

and retest.

Power on?

Done

Reseat loose

components

and boards and replace

dama

Replace these items. Check computer operation after each replacement:

1. Internal DC-DC Converter*

2. Internal AC Adapter

3. Processor board (if applicable)

4. System board

Replace these items as a set

to prevent shortin the components.

ed items.

out among

3-6

Troubleshooting Flowcharts for Portable Computers

6. No Video, Part 1

No Video

Docking

Standalone

or Dockin

Station*?

Standalone

Station

Go to page 3-8,

No Video, Part 2

*Note: To change from internal to external display, use Fn + F4 Key combination.

Internal or

external

display*?

External

bri

Video OK?

Adjust

htness.

Internal

Check for bent pins on

cable and for monitor

connection.

Adjust

Bri

htness.

Video OK?

Done

Depress lid switch to

ensure operation.

Done

Video OK?

Done

Replace one at a time. Test after each item:

1. Cable between PC and internal monitor (if applicable)

2. Inverter board (if applicable)

3. Display LCD

4. System board

Video OK?

Done

Try another monitor.

Internal and

external

video OK?

Done

Replace

system board.

Quick Troubleshooting Guide

3-7

7. No Video, Part 2

Continued from Page 3-7,

No Video, Part 1

Remove PC from

dockin

station.

Adjust internal

monitor bri

htness.

Video OK?

Check for PC properly

seated in dockin

bent pins on cable, and for

monitor connection.

station,

Video OK? Done

Go to page 3-7,

No Video Part 1.

Check brightness of

external monitor.

Video OK?

Try another external monitor.

Internal and

external

video OK?

Done

Go to page 3-9,

Adjust external

monitor bri

3-8

Troubleshooting Flowcharts for Portable Computers

htness.

Non-Functioning

Docking Station.

8. Non-Functioning Docking Station

Reseat power cord

in docking station and

power outlet.

Check voltage settin

on docking station.

Reinstall PC into

docking station.

Reseat monitor cable

connector at docking

station.

Dockin

station

operating?

Remove PC, reseat all

internal parts and

replace any dama

items in docking station.

Dockin

station

operating?

Replace these items one at a time.

Done

Check computer operation after each replacement.

1. Power supply

2. I/O board

3. Backplane board

4. Switch box

5. Dockin

motor mechanism

Done

Quick Troubleshooting Guide

3-9

9. No O/S Loading

O/S not loading from:

Hard drive,

o to Page 3-11

Diskette drive,

o to Page 3-14

CD-ROM drive,

go to Page 3-15

Network,

go to Page 3-20

NOTE:

drive jumpers, cable connections, cable ends, and drives for bent or damaged pins.

Before be

inning, always check

3-10

Troubleshooting Flowcharts for Portable Computers

10. No O/S Loading from Hard Drive, Part 1

O/S not loading

from hard drive

Non-

System Disk

Message?

Reseat external

hard drive.

O/S loading?

Boot from

CD?

No O/S Loadin

Done

Go to Page 3-12,

Hard Drive, Part 2

Go to Page 3-14,

No O/S Loadin

Diskette Drive

Boot from

diskette?

from

Check F10 Setup for correct bootin

order.

Boot from

hard drive?

Done

Change boot

priority through

Computer Setup

and reboot.

Go to

Page 3-18,

Non-Functionin

Device

Before be

inning, always check

Quick Troubleshooting Guide

3-11

Boot from

hard drive?

Done

NOTE:

drive jumpers, cable connections, cable ends and drives for bent or damaged pins.

11. No O/S Loading from Hard Drive, Part 2

Continued from

Page 3-11,

No O/S Loadin

from

Hard Drive, Part 1

Reseat

hard drive.

CD or

diskette in

drive?

Remove diskette

and reboot.

Boot from

hard drive?

Boot

from diskette

drive?

1. Replace hard

drive.

2. Replace system board.

Done

Go to Page 3-14,

No O/S

Loadin

Diskette Drive

from

Access

hard drive?

Done

Run FDISK

Hard drive

partition?

Hard drive

formatted?

Create partition, then

format hard drive to

bootable C:\ prompt.

Format hard drive

and bring to a

bootable C:\ prompt.

3-12

Access

hard drive?

Go to Page 3-13,

No O/S Loadin

from

Hard Drive, Part 3

Troubleshooting Flowcharts for Portable Computers

Refer to the “Customer

Note:

Responsibilities” section of this document and the customer service contract.

Done

Computer

boot?

Go to Page 3-13,

No O/S Loadin

from

Hard Drive, Part 3

Load O/S using

Restore CD

applicable.

(see note)

12. No O/S Loading from Hard Drive, Part 3

Continued from Page 3-12,

No O/S Loadin

from Hard Drive, Part 2

System

files on hard

drive?

Virus

on hard

drive?

Run SCANDISK,

check for bad

sectors.

Can bad

sectors

be fixed?

Clean virus.

(see note)

Replace

hard drive.

Install O/S

and reboot.

(see note)

O/S

loading from

hard drive?

F10 diags

on diskette?

Run diags and follow

recommendations.

Done

Replace

hard drive.

Fix bad sectors.

Boot from

hard drive?

Done

Replace

hard drive.

Quick Troubleshooting Guide

3-13

13. No O/S Loading from Diskette Drive

O/S not loading

from diskette drive

Non-

System Disk

messa

from another

Diskette drive enabled in Computer

Boot

device?

Setup?

Reseat

diskette drive.

Go to Page 3-18,

Non-Functionin

Device

Enable drive and

cold boot

computer.

O/S loads OK?

Bootable

diskette

in drive?

Check diskette for

system files. Try

different diskette.

Non System

Disk error?

Done.

Install bootable

diskette and

reboot computer.

1. Replace diskette drive.

2. Replace system board.

3-14

Diskette

drive boot order

Change boot

priority usin

F10 Setup.

Troubleshooting Flowcharts for Portable Computers

Clear CMOS.

Go to Page 3-18,

Non-Functionin

Device

O/S loading?

Done

14. No O/S Loading from CD-ROM or DVD-ROM Drive

No O/S Loading

from CD- or

DVD-ROM drive.

Boots from

CD or DVD?

Reseat drive.

Disk in drive?

bootable disk.

Install

Done

Boots from

CD or DVD?

Bootable

disk

in drive?

Try another

bootable disk.

Done

Install bootable

disk and reboot

computer.

Booting

from another

device?

Booting

order

correct?

Correct boot order

using F10 Setup.

Go to Page 3-18,

Non-Functionin

Device

Clear CMOS.

Go to Page 3-18,

Non-Functionin

Device

Quick Troubleshooting Guide

3-15

15. No Audio, Part 1

No audio.

PC in

docking

station?

Go to Page 3-17,

No Audio, Part 2

Turn up audio

internally and/or

externally.

Audio?

Undock

Take the following actions one at a time as applicable. Check after each change.

1. Reseat docking station audio cable.

2. Replace audio cable.

3. Replace speaker

4. Replace dockin board.

5. Replace backplane board.

6. Replace I/O board.

Internal audio?

station audio

Done

Go to Page 3-17,

No Audio, Part 2

3-16

Go to Page 3-9,

Non-Functional Dockin

Troubleshooting Flowcharts for Portable Computers

Station

Audio?

Done

16. No Audio, Part 2

Continued from Page 3-16,

No Audio, Part 1

Audio

driver in OS

configured?

Correct

drivers for

application?

Connect to

external speaker.

Audio?

Reload

audio drivers.

Load drivers and

set configuration

in OS.

Replace audio

board and speaker

connections in PC

if applicable.

Audio?

Done

1. Replace internal speaker.

2. Replace audio board if applicable.

3. Replace system board.

Quick Troubleshooting Guide

3-17

17. Non-Functioning Device

Non-functioning device.

Reseat device.

Unplug the non-functioning device from the unit. Inspect cables and

plugs for bent or broken pins or other damage.

Any physical

damage?

Clear CMOS.

Reattach device.

Close computer,

plug in power,

and reboot.

Device boots

properly?

Done

Fix or replace

broken item.

Hard drive or CD-ROM drive

Possible bad hard drive. Replace drive.

NIC

Possible bad NIC. Replace card. If inte replace system board.

Diskette drive

Possible bad diskette drive. Replace drive.

rated NIC,

Go to Page 3-10,

No O/S Loadin

Drive boots

properly?

Done

3-18

Troubleshooting Flowcharts for Portable Computers

18. Non-Functioning Pointing Device or Keyboard

Pointing device or keyboard

not operating properly.

Connect unit to good

external keyboard or pointing device.

External

device works?

Reseat internal keyboard

connector (if applicable).

OK?

Done

Replace

system board.

Replace internal keyboard,

cable, or pointing device.

OK?

Replace system board.

Done

Quick Troubleshooting Guide

3-19

19. No Network or Modem Connection

No network/modem

connection.

Network

or modem jack

active?

Digital line?

NIC/modem

configured in

OS?

Disconnect all

power from PC

and open computer.

Replace jack

or have jack

activated.

Connect to

non-digital line.

Reload drivers

and reconfigure.

OK?

Done

3-20

Reseat NIC/modem

if applicable.

Troubleshooting Flowcharts for Portable Computers

Replace NIC/modem

if applicable.

OK?

Replace

system board.

Done

appendix

URTHER TROUBLESHOOTING

Preliminary Checklist

This section describes some simple, preliminary tests and guidelines for troubleshooting the computer without using the diagnostics.

If you encounter some minor problem with the computer or a software application, go through the following checklist for possible solutions before running any of the diagnostic utilities:



Are the computer and monitor connected to a working electrical outlet?



Is the computer turned on?



Is the green power light illuminated?



Is the monitor turned on?



Is the green monitor light illuminated?



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



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



Check all cables for loose or incorrect connections.



Reconfigure the computer after installing a non Plug and Play expansion board or other option, such as a diskette drive.



Are all of the necessary device drivers installed?



Have all printer drivers been installed for each application?



Remove all diskettes from the diskette drives before you turn on the system.



Are all switches set correctly?



Is the NIC Remote Wakeup cable (featured on some models) connected between the NIC and the riser/system board?



Are all memory sockets filled on computers using RIMMs?



Ensure that memory module types are not mixed on the same system board. The system will not boot if RIMMs and DIMMs are mixed.

Quick Troubleshooting Guide

A-1

Solving General Problems

Problem Possible Solution

Computer will not turn on.

1. Ensure computer is properly connected to an external power source.

2. A PCI or ISA card that has been installed is defective. Remove any adapter card that was just installed.

3. Ensure that drive power, data, and power supply cables are all properly seated.

4. See "Initial Troubleshooting” Flowchart.

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

Computer date and time display is incorrect.

Computer powered off unexpectedly.

Insufficient power to the components.

Computer appears to pause periodically.

Software control of the power button may not be functional. Press and hold the button for four seconds, then release. This invokes the hardware override for the power button.

Reset the date and time using Control Panel. If the problem persists, the real-time clock (RTC) battery may need to be replaced.

When booting from a network, the PC clock may be reset to that of the server. The PC clock may also change when using other services through the server.

1. The unit temperature was exceeded because the unit is in an exceedingly hot environment or the fan is blocked. Let the unit cool down.

2. The fan may not be functioning correctly or air vents may be blocked.

3. The unit temperature was exceeded because the computer was running with the cover or side panel removed. Replace cover or side panel, and let the computer cool down before turning power back on.

Ensure that both power supply cables are connected to the system board (some workstations).

Network driver is loaded and no network connection is established. Establish a network connection, or use Computer Setup or Windows Device Manager to disable the network controller.

A-2

Cannot remove computer cover or side panel.

Computer does not boot up and power and hard drive LEDs are blinking.

Further Troubleshooting

1. Smart Lock, featured on some computers, is locked. Unlock using Computer Setup.

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

1. Ensure that the riser board is properly seated (if applicable).

2. See “Error Messages” Flowchart.

Solving General Problems

Continued

Problem Possible Solution

Computer does not boot up and Num Lock LED is blinking; you may hear one short and two long beeps.

1. System memory may be improperly installed or may be bad.

2. See “Error Messages” Flowchart.

The Caps Lock LED is flashing; you may hear one long and two short beeps.

Computer does not boot up and the Scroll Lock LED is flashing; you may hear two long and one short beeps.

✎

Power Supply

Problem Possible Solution

Computer will not turn on. 1. Computer not connected to active external power source. Connect

Power LED blinks red once every 2 seconds.

1. The video controller is not present or is incorrectly initialized.

2. Clear CMOS.

3. If a video board has been added, remove and reseat it.

4. See “No Video” Flowchart.

1. System board hardware failure (prior to video). Replace system board.

2. See “Initial Troubleshooting” Flowchart.

If the standard keyboard has been replaced with a Universal Serial Bus (USB) keyboard, you will hear the beep sequences mentioned above but will not see the flashing lights.

power cable to active wall plug or power strip.

2. Power switch not connected to system board. Plug the power switch cable into the system board.

3. Power line selector switch on rear of computer set to wrong voltage. Select the proper AC voltage (115V or 230V).

1. Power supply overloaded or short detected. Unplug computer from AC power source. Unplug internal power cables from all devices and unplug PCI cards. Reconnect devices one at a time to identify the cause.

2. Diskette drive power cable not properly connected. Ensure that all 4 pins on the drive are connected to the power cable connector.

3. Power supply shuts down after system warms up. Thermal overload caused by bad fan. Replace power supply.

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

Power supply shuts down intermittently.

1. Power line selector switch on rear of computer set to wrong voltage. Select the proper AC voltage (115V or 230V).

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

Quick Troubleshooting Guide

A-3

Diskette Drive

Problem Possible Solution

Diskette drive light stays on. 1. Diskette is damaged. In Windows 95, 98, or 2000, run ScanDisk. In

Windows NT, run Error-checking.

2. Diskette is incorrectly inserted. Remove the diskette and reinsert.

3. Software program may be damaged. Check the program diskettes.

4. Drive button is not pushed in. Push in drive button.

5. Drive cable is not properly connected. Reconnect drive cable.

Diskette drive cannot write to a diskette.

Cannot format diskette. Invalid media reported. When formatting a diskette in DOS, you may

Diskette drive cannot read a diskette.

1. Diskette is not formatted. Format the diskette.

2. Diskette is write-protected. Either use another diskette that is not write-protected or disable the write protection on the diskette.

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

4. Not enough space is left on the diskette. Use another diskette.

5. Diskette write control is enabled. Check the Removable Media write settings in Computer Setup.

need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the DOS prompt:

FORMAT A:/F:1440

1. Diskette is not formatted. Format the diskette.

2. Using the wrong diskette type for the drive type. Check the drive type and use a compatible diskette.

3. Reading the wrong drive. Check the drive letter in the path statement.

4. Diskette drive has been disabled by Computer Setup, Windows NT, Windows 95, 98, or 2000 utilities. Run Computer Setup and enable the diskette drive.

A-4

Non-system disk message. 1. The system is trying to start from a nonsystem diskette. Remove the

diskette from the drive.

2. Diskette MBR validation enabled. Disable the MBR validation option.

Drive not found. 1. Check the cables for loose connections.

2. If a second diskette drive has been installed, follow the computer reconfiguration directions in the “Hardware Installation Problems” section.

3. See “Non-Functioning Device” Flowchart.

Further Troubleshooting

Diskette Drive

Continued

Problem Possible Solution

A problem has occurred with a disk transaction.

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

Hard Drive

System has misidentified the diskette drive type.

If a diskette drive other than a 3.5-inch, 1.44-MB drive has been installed, ensure that the drive type is identified correctly under Computer Setup.

The information provided by the diagnostics tests includes: error code, system serial number, drive serial number, drive model, and drive firmware revision. Specific details of the drive failure are not included.

When you run the diagnostics, the test results are stored in a log. After completing the test, you can print this log to a local printer or save it to a file. Alternatively, before running the test, you can configure the test options to send the results to a local printer or file.

Problem Possible Solution

Hard drive error occurs. 1. Hard disk has bad sectors or has failed. Use a utility to locate and

block usage of bad sectors. If necessary, reformat the hard disk.

2. See “Non-Functioning Device” Flowchart.

Disk transaction problem. 1. Either the directory structure is bad or there is a problem with a file.

In Windows 95, 98, or 2000, run ScanDisk.

In Windows NT, right-click Start, click Explore, and select a drive. Select FileÆPropertiesÆTools. Under Error-checking, click Check Now.

2. See “Non-Functioning Device” Flowchart.

Drive not found. 1. Cable could be loose. Check cable connections.

2. The system may not have automatically recognized a newly installed device. See reconfiguration directions in the “Hardware Installation Problems” section. If system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.

3. Check drive jumper settings. If the drive is a secondary drive that has just been installed on the same controller as the primary drive, verify that the jumpers for both drives are set correctly.

4. Check SCSI IDs to ensure none are duplicated.

5. See “Non-Functioning Device” Flowchart.

Second Ultra ATA hard drive does not perform optimally.

The cable is not compatible with the drive type. Reinstall the second Ultra ATA hard drive using an 80-conductor cable.

Quick Troubleshooting Guide

A-5

Display

Problem Possible Solution

Screen is blank. 1. Monitor is not turned on and the monitor light is not on. Turn on the

monitor and check that the monitor light is on.

2. Screen save has been initiated. Press any key or move the mouse to light the screen.

3. The cable connections are not correct. Check the cable connection from the monitor to the computer and check the electrical outlet.

4. The brightness need adjusting. Adjust the brightness control.

5. The QuickBlank feature has been enabled through Computer Setup. Run Computer Setup to disable it.

6. The energy saver feature has been enabled. Press any key or click the mouse button and, if one has been set, type the password.

7. The RGB (Red, Green, Blue) input switch on the back of the monitor is incorrectly set. Set the monitor's input switch to 75 ohms and set sync switch to External (if applicable).

8. System ROM is bad and system is running in FailSafe Boot Block mode (indicated by one long beep and three short beeps). Reflash the ROM using a ROMPaq diskette.

9. If a fixed-sync monitor is used, be sure that the monitor can accept the same sweep rate as the resolution chosen.

10. See “No Video” Flowchart.

Video colors are wrong. 1. Either the cabling or the monitor impedance is incorrect.

2. Ensure that the Red, Green, and Blue BNC cables are connected to the corresponding monitor connectors.

3. Be sure the monitor's RGB inputs are set to 75 ohms.

Characters are dim. 1. Adjust the monitor's brightness and contrast controls.

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

3. Set the RGB switch (and sync options, if available) to 75 ohms, with the sync set to External. Refer to the documentation included with the monitor.

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

Screen goes blank. A screen blanking utility may be installed or energy saver features may

Blurry display or requested resolution cannot be set.

Monitor without the energy saver feature is being used with energy saver features enabled. Disable the monitor energy saver features.

be enabled. Press any key or type password.

If the video controller was upgraded, the correct display drivers may not be loaded. Install the correct display drivers on the diskette included in the upgrade kit.

continued

A-6

Further Troubleshooting

Display

Continued

Problem Possible Solution

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

Monitor overheats. There is not enough ventilation space for proper airflow. Leave at least

1. Ensure the monitor cable is securely connected to the computer.

2. In a two-monitor system or if another monitor is in close proximity, move the monitors apart to be sure they are not interfering with one other's magnetic field.

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

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

Printer

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

The Num Lock key is on. Press the key to turn it off. The Num Lock light should not be on when you want to use the arrow keys.

Problem Possible Solution

Printer will not print. 1. Printer is not turned on and online. Turn the printer on and make

sure it is online.

2. Try printing using the DOS command DIR C:\ > [printer port]. If printer works, reload printer driver.

3. If the computer is on a network, you may not have made the connection to the printer. Make the proper network connections to the printer.

Printer will not turn on. Reconnect all cables and check the power cord and electrical outlet.

Prints garbled information. 1. The correct printer drivers for the application are not installed. Install

the correct printer driver for the application.

2. The cables may not be connected properly. Reconnect all cables.

Printer is off line. The printer may be out of paper. Check the paper tray and refill it if it

is empty. Select online.

SCSI

Problem Possible Solution

System with IDE and SCSI drives will not boot from SCSI hard drive.

System will not boot from a SCSI drive.

The IDE drive needs to be disabled. Under the Computer Setup Advanced menu, disable the primary IDE controller.

1. The SCSI drive is not configured correctly.

2. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0.

3. See “No O/S Loading from Hard Drive” Flowchart.

Quick Troubleshooting Guide

A-7

Hardware Installation

You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a Plug and Play device, Windows 95 and 98 automatically recognizes the device and configures the computer. If you install a non-Plug and Play device, you must reconfigure the computer after completing installation of the new hardware. In Windows 95 and 98, select the Add New Hardware icon in the Control Panel and follow the instructions that appear on the screen. To reconfigure the computer in Windows NT Workstation 4.0 after installing new hardware, use the utility provided with the hardware.

Problem Possible Solution

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

1. The computer needs to be reconfigured to recognize the new device. Follow the reconfiguration instructions above. If system still does not recognize the new device, but the device is listed within Computer Setup, use Computer Setup to address any resource conflicts.

2. When the system advised you of changes to the configuration, you did not accept them. Reboot the computer and follow the instructions for accepting the changes.

3. A Plug and Play board may not automatically configure when added if the default configuration conflicts with other devices. Use Windows 95, 98, or 2000 Device Manager to deselect the automatic settings for the board and choose a basic configuration that doesn’t cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.

4. The cables for the new external device are loose or the power cables are unplugged. Check all cables, and check that pins in the cable or connector are not bent down.

5. The power switch for the new external device is not turned on. Turn off the computer, turn on the external device, and then turn the computer on to integrate the new device with the computer.

6. If the drive is a secondary drive that has just been installed on the same controller as the primary drive, verify that the jumpers for both drives are set correctly.

A-8

Insufficient power to the components.

Installed third-party SCSI hard drive adapter not participating in the hard drive ordering sequence provided in F10 Setup and/or is always coming up as the boot device regardless of the predetermined sequence.

Further Troubleshooting

Ensure both power supply cables are connected to the system board (some workstations).

The third-part adapter is either not supporting BIOS Boot Specification or the Boot Vector option. A solution is not available.

CD-ROM and DVD-ROM

Problem Possible Solution

Cannot read compact disc. 1. CD is not properly seated in the drive. Eject the CD, correctly seat it

in the drive, then reload.

2. CD is loaded upside down. Eject CD, turn it over, then reload.

3. See “Non-Functioning Drive” Flowchart.

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

Cannot eject compact disc (tray-load unit).

Cannot eject compact disc (slot-load unit).

CD-ROM or DVD device is not detected; driver is not loaded.

CD-ROM or DVD device is not detected or driver is not loaded.

1. The CD-ROM boot is not enabled through the Computer Setup utility. Run the Computer Setup utility and set the drive priorities.

2. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0.

3. See “No O/S Loading from CD-ROM Drive” Flowchart.

CD is not properly seated in the drive. Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly (a straightened paper clip can be used). Slowly pull the tray out from the drive until the tray is fully extended, then remove the CD.

1. Remove the drive from the chassis.

2. Remove the front bezel from the drive.

3. Remove the top and bottom drive covers.

4. Release the clamping mechanism to retrieve the CD.

1. CD-ROM drive is not connected properly or not properly terminated. Open the computer and check the drive cable.

2. See “Non-Functioning Drive” Flowchart.

Drive not properly connected or not properly configured. Refer to the documentation that came with the optional device.

Movie will not play in the DVD drive.

Movie may be regionalized for a different country. Refer to the documentation that came with the DVD drive.

Quick Troubleshooting Guide

A-9

Memory

Problem Possible Solution

System won't boot or does not function properly after installing additional memory modules.

Out of Memory error. 1. Memory configuration may not be set up correctly; check memory

Memory module is not the correct type or speed grade for the system. Replace module with the correct industry-standard for the computer. SPD-compliant 168-pin synchronous dynamic random access

configuration using Device Manager.

2. The computer has run out of memory for the application. Check the application documentation to determine the memory requirements.

Memory count during POST is wrong.

Insufficient memory error during operation.

Unit is on but there is no video and the power LED is blinking red.

Memory modules may not have been installed incorrectly or incorrect memory modules may have been used.

1. Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any unnecessary TSRs.

2. There is not enough memory for the application. Check the memory requirements for the application or add more memory.

Memory not installed correctly in the computer and system not booting. Reinstall memory modules.

A-10

Further Troubleshooting

Network

Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging network cabling.

Problem Possible Solution

The Remote Wakeup feature is not functioning.

1. The feature is not available when using an AUI network connection; use an RJ-45 network connection.

2. Remote Wakeup is not enabled. Use the network control application to enable Remote Wakeup.

3. Check that WOL cable is connected (if applicable).

Network driver does not detect network controller.

Network status link light does not turn on or flashes.

Diagnostics reports a failure. 1. The cable is not securely connected or is attached incorrectly.

Network controller is disabled. Run Computer Setup and enable network controller.

1. No active network is detected. Check cabling and network equipment for proper connection.

2. Network connection is not set up properly. Use the network control application to verify that the device is working properly.

3. System is configured for AUI connection; link LED does not apply to AUI connections.

4. Network driver is not properly loaded. Reinstall network drivers.

5. System cannot autosense the network. Disable autosensing capabilities and force the system into the correct operating mode.

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.

2. There is a problem with the cable or a device at the other end of the cable. Ensure that the cable and device at the other end are operating correctly.

3. The network controller is defective. Replace the controller or the system board.

4. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board.

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

1. Network drivers are not loaded, or driver parameters do not match current configuration. Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller.

2. The network controller is not configured for this computer. In Windows 95 or Windows NT, select the Network icon at the Control Panel.

3. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board.

continued

Quick Troubleshooting Guide

A-11

Network Problem

Continued

Problem Possible Solution

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

1. Network drivers are not loaded or driver parameters do not match the current configuration. Make sure that the drivers are loaded and that the driver parameters match the configuration of the network controller.

2. The cable is not securely connected or is attached incorrectly. 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.

3. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board.

4. Network drivers were accidentally deleted when the drivers for the new expansion board were installed, or the files containing the network drivers are corrupted. Reinstall the network drivers, using backup diskettes.

Network controller stopped working without apparent cause.

Cannot connect to the network server when attempting Remote System Installation.

System Setup utility reports unprogrammed EPROM.

1. The files containing the network drivers are corrupted. Reinstall the network drivers, using backup diskettes.

3. The network controller is defective. Replace the network controller or system board.

The network controller is not configured properly. Run Computer Setup and modify the Embedded NIC Settings.

1. Boot the workstation without the network drivers using a system boot diskette and reconfigure the controller.

2. Replace the controller.

3. Replace the system board.

A-12

Further Troubleshooting

Resolving Audio Hardware Conflicts

Hardware conflicts occur when two or more peripheral devices contend for the same signal lines or channels. Conflicts between the audio interface and another peripheral device may be due to the settings of the base I/O addresses, interrupts, or DMA channels. The audio interface typically has the following settings:

Item Setting

Base I/O address 220H

FM Synthesizer I/O address 388-38Bh

Interrupt IRQ 5

8-bit DMA Channel 1

To resolve hardware conflicts:

Change the hardware settings of your audio card or the peripheral card in your system if the

1. peripheral card is using the audio interface setting. You can change settings for integrated audio using Computer Setup.

If you are unsure of the settings of the peripheral cards, you can isolate the source of the

2. problem by temporarily removing all cards and other essential cards such as the disk controller. After that, add the cards back one at a time until the card that is causing the conflict is found.

Problem Possible Solution

Sound does not come out of the speaker.

Software volume control is turned down in Microsoft Sound System Control Panel, or CD-ROM or DVD volume control on the front or back of the computer is turned down.

1. Click Start, then select Programs, Accessories, Multimedia, Volume Control.

2. Turn the CD-ROM volume control knob on the front or back of the computer to increase the volume.

Troubleshooting Using Compaq Intelligent Manageability Features

The Local Alert Pop-Up Dialog notifies you of an impending or actual hardware failure. If the computer is connected to a network and the Compaq Insight Management Agents are installed and configured, an Simple Network Management Protocol (SNMP) trap (message) is sent to the specified SNMP-compliant management application.

The Local Alert Pop-Up Dialog also tells you the steps you need to take prior to a hardware failure to avoid loss of data and damage to the computer. The system administrator can create a customized action message that might include contact telephone or pager numbers.

To close the Local Alert Pop-Up Dialog, click the Close button. To retrieve fault information after closing the dialog, run Compaq Insight Personal Edition.

For more detailed information, refer to the online

Intelligent Manageability Guide

Quick Troubleshooting Guide

A-13

appendix

POST E

Some Compaq computers have a complete series of POST error messages with code numbers assigned to them. Use the information below for those computers.

An error message results if the Power-On Self-Test (POST) encounters a problem. This test runs when the system is turned on, checking assemblies within the computer and reporting any errors found.

Screen Message Beeps* Probable Cause Recommended Action

101-Option ROM Error 1L, 1S System ROM checksum. 1. Verify the correct ROM.

102-System Board Failure

RROR MESSAGES

None DMA, timers, etc. 1. Clear CMOS.

- N

UMBERED

2. Flash the ROM if needed.

3. If an expansion card was recently added, remove it and see if the problem remains.

4. Clear CMOS.

5. If the message disappears, there may be a problem with the expansion card.

6. Replace the system board.

2. Remove expansion boards.

3. Replace the system board.

103-System Board Failure None DMA, timers, etc.

150-SafePost Active None A PCI expansion card is not

responing.

162-System Options Not Set

* L = Long, S = Short

2S Configuration incorrect.

RTC (real-time clock) battery may need to be replaced. Battery life is approximately 3 years.

1. Clear CMOS.

2. Remove expansion boards.

3. Replace the system board.

1. Restart the computer.

2. Disable SafePost.

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

Run Computer Setup (F10 Setup)

Reset the date and time under Control Panel. If the problem persists, replace the RTC battery.

continued

Quick Troubleshooting Guide

B-1

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

163-Time & Date Not Set 2S Invalid time or date in

configuration memory.

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

Set the date and time under Control Panel.

If the problem persists, replace the

RTC battery. replaced. Battery life is approximately 3 years.

CMOS jumper may not be properly installed.

164-Memory Size Error 2S Memory configuration

is incorrect.

Check for proper placement of the

CMOS jumper.

1. Run Computer Setup (F10 Setup) or Windows utilities.

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

3. Verify proper memory module type.

4. If third-party memory has been added, test using Compaq-only memory.

183-Invalid Processor Jumper Setting

2S System board jumper

improperly set.

Reset system board jumpers to match processor and bus speeds.

201-Memory Error None RAM failure. 1. Run computer Setup (F10

Setup) or Windows utilities.

2. Ensure memory and continuity

modules are installed correctly.

3. Verify proper memory module

type.

4. Remove and replace memory

module(s) one at a time to isolate faulty module.

5. Replace the faulty memory

module(s).

6. If error persists after replacing

memory modules, replace the system board.

B-2

202-Memory Type Mismatch None Memory modules do not

match each other.

207-ECC Corrected Single

2S Single Bit ECC error. 1. Verify proper memory module Bit Errors in DIMM/SIMM Pair(s) X,X,... in Memory Socket(s) y,y

* L = Long, S = Short

POST Error Messages - Numbered

Replace memory modules with matched sets.

type.

2. Try another memory socket.

3. Replace memory module if problem persists.

continued

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

212-Failed Processor None Processor has failed to

initialize.

1. Reseat the processor in its socket.

2. If the processor does not respond, replace it.

213-Incompatible DIMM Module in DIMM Socket(s) X,X

214-Memory Device Failure. Error Code: XX Memory Module Socket(s):XX

2S A DIMM module in DIMM

socket identified in the error message is missing critical SPD information, or is incompatible with the chipset.

None A specific error has occurred

in a RDRAM device installed in the identified socket.

1. Verify proper memory module type.

2. Try another memory socket.

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

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace memory module if problem persists.

301-Keyboard Error None Keyboard failure. 1. Reconnect keyboard with

computer turned off.

2. Check connector for bent or missing pins.

3. Ensure that none of the keys are depressed.

4. Replace keyboard.

304-Keyboard or System Unit Error

401-Parallel Port 1 Address Assignment Conflict

403-Parallel Port 3 Address Assignment Conflict

404-Parallel Port Address Conflict Detected

* L = Long, S = Short

None Keyboard failure. 1. Reconnect the keyboard with

computer turned off.

2. Ensure that none of the keys are depressed.

3. Replace keyboard.

4. Replace system board.

2S IRQ address conflicts with

Reset the IRQ.

another device.

2S IRQ address conflicts with

Reset the IRQ.

another device.

2S Both external and internal

ports are assigned to parallel port X.

1. Remove any parallel expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup).

continued

Quick Troubleshooting Guide

B-3

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

410-Audio Interrupt Conflict 2S IRQ address conflicts with

another device.

411-Network Interface Card Interrupt Conflict

501-Display Adapter

2S IRQ address conflicts with

another device.

1L, 2S Graphics display controller.

Failure

601-Diskette Controller Error

None Diskette controller circuitry

or floppy drive circuitry incorrect.

602-Diskette Boot Record Error

None Diskette in drive A not

bootable.

Reset the IRQ.

1. Reseat the graphics card (if applicable).

2. Clear CMOS.

3. Verify the monitor is attached and turned on.

4. Replace the graphics controller.

1. Run Computer Setup (F10 Setup).

2. Check and/or replace cables.

3. Clear CMOS.

4. Replace diskette drive.

5. Replace the system board.

Replace the diskette.

605-Diskette Drive Type Error

610-External Storage Device Failure

611-Primary Floppy Port Address Assignment Conflict

612-Secondary Floppy Port Address Assignment Conflict

* L = Long, S = Short

continued

2S Mismatch in drive type.

None External tape drive not

connected.

2S Configuration error.

1. Run Computer Setup (F10 Setup) or Windows NT, Windows 95, 98, or 2000 utilities.

2. Disconnect any other diskette controller devices (tape drives).

3. Clear CMOS.

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

1. Run Computer Setup (F10 Setup).

2. Remove expansion cards.

3. Clear CMOS.

1. Run Computer Setup (F10 Setup).

2. Remove expansion cards

3. Clear CMOS.

B-4

POST Error Messages - Numbered

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

660-Display Cache is Detected Unreliable

912-Computer Cover Has Been Removed Since Last System Start Up

914-Hood Lock Coil is not Connected

916-Thermal Sensor from Processor Heatsink is not Connected.

917-Expansion Riser not Detected

1151-Serial Port 1 Address Conflict Detected

None Integrated video controller

display cache not working

Replace system board if minimal video degrading is an issue.

properly and will be disabled.

None No action required.

None Hood lock mechanism is

missing or not connected.

1. Reconnect or replace hood locking mechanism.

2. Reseat or replace hood locking mechanism cable.

None Processor heatsink cable not

connected to system board.

Reseat or replace the processor heatsink cable going to the system board.

None Riser board not seated or not

installed.

Install riser board if missing or remove and reseat to ensure good connection.

2S Both external and internal

serial ports are assigned to COM1.

1. Remove any Comm port expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup).Run Computer Setup or Windows utilities.

1152-Serial Port 2 Address Conflict Detected

1155- Serial Port Address Conflict Detected

1201-System Audio Address Conflict Detected

* L = Long, S = Short

continued

2S Both external and internal

serial ports are assigned to COM2.

2S Both external and internal

serial ports are assigned to same IRQ.

2S Device IRQ address conflicts

with another device.

1. Remove any Comm port expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup).Run Computer Setup or Windows utilities.

1. Remove any Comm port expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup). Run Computer Setup or Windows utilities.

Reset the IRQ.

Quick Troubleshooting Guide

B-5

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

1202-MIDI Port Address Conflict Detected

1203-Game Port Address Conflict Detected

2S Device IRQ address conflicts

with another device.

Device IRQ address conflicts with another device.

1611- Fan failure detected None Chassis fan not conneted to

the system board.

1720-SMART Hard Drive Detects Imminent Failure

None Hard drive is about to fail.

(Some hard drives have a firmware patch that will fix an erroneous error message.)

1721-SMART SCSI Hard Drive Detects Imminent Failure

None Hard drive is about to fail.

(Some hard drives have a firmware patch that will fix an erroneous error message.)

Reset the IRQ.

1. Reconnect the fan.

2. Replace the fan.

3. Replace the system board.

1. Determine if hard drive is giving correct error message. Run the Drive Protection System test available.

2. Apply firmware patch if applicable.

3. Back up contents and replace hard drive.

1. Determine if hard drive is giving correct error message. Run the Drive Protection System test available.

2. Apply firmware patch if applicable.

3. Back up contents and replace hard drive.

B-6

1771-Primary Disk Port Address Assignment Conflict

1772-Secondary Disk Port Address Assignment Conflict

* L = Long, S = Short

continued

POST Error Messages - Numbered

2S Internal and external hard

drive controllers are both assigned to the primary address.

2S Internal and external hard

drive controllers are both assigned to the primary address.

1. Remove any Comm port expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup).

1. Remove any Comm port expansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/or run Computer Setup (F10 Setup).

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

1780-Disk 0 Failure None Hard drive/format error. 1. Run Computer Setup (F10

Setup).

2. Clear CMOS.

3. Check cables/jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Replace the hard drive.

1781-Disk 1 Failure None Hard drive/format error. 1. Run Computer Setup (F10

Setup).

2. Clear CMOS.

3. Check cable seating/jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Replace the hard drive.

1782-Disk Controller Failure

* L = Long, S = Short

continued

None Hard drive circuitry error. 1. Run Computer Setup (F10

Setup).

2. Clear CMOS.

3. Check cable seating /jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Replace the hard drive.

8. Replace the system board.

Quick Troubleshooting Guide

B-7

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

1790-Disk 0 Failure None Hard drive error or wrong

drive type.

1791-Disk 1 Failure None Hard drive error or wrong

drive type.

1. Run Computer Setup (F10 Setup).

2. Clear CMOS.

3. Check cable seating /jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Confirm drive is supported on this computer (Large drive ROM support.)

7. Run the Drive Protection System test if available.

8. Replace the hard drive.

9. Replace the system board.

1. Run Computer Setup (F10 Setup).

2. Clear CMOS.

3. Check cable seating /jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Confirm drive is supported on this computer (Large drive ROM support).

7. Run the Drive Protection System test if available.

8. Replace the hard drive.

9. Replace the system board.

B-8

1792-Secondary Disk Controller Failure

* L = Long, S = Short

continued

POST Error Messages - Numbered

None Hard drive circuitry error. 1. Run Computer Setup (F10

Setup).

2. Clear CMOS.

3. Check cable seating /jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Replace the hard drive.

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

1793-Secondary Controller or Disk Failure

1800-Temperature Alert None Internal temperature

1801 None Processor not supported by

None Hard drive circuitry error. 1. Run Computer Setup (F10

exceeds specification.

ROM Bios.

Setup).

2. Clear CMOS.

3. Check cable seating /jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection System test if available.

7. Replace the hard drive.

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

2. Verify processor speed selection.

3. Replace the processor.

4. Replace the system board.

Upgrade Bios to proper version.

Audible 1L, 3S System ROM is bad;

system is running in Failsafe Boot Block mode.

Reflash the ROM using a ROMPaq diskette. Refer to the “Failsafe Boot Block ROM” section of the

Reference Guide

Audible 2S Power-on successful. None

Flashing Caps Lock LED on Keyboard

Flashing Num Lock LED on Keyboard

Num Lock LED on Keyboard

Flashing Scroll Lock LED on Keyboard

* L = Long, S = Short

continued

1L, 2S Graphics controller not

present or incorrectly initialized.

1S, 2L System memory not

present.

None Failed Boot Block. Reflash the ROM using a ROMPaq

2L, 1S System board hardware

failure (prior to video).

1. Clear CMOS.

2. If graphics card has been

1. Check memory module.

2. Remove and reseat memory

3. See “Memory Problems” in

diskette.

Replace system board.

Software

added, remove and reseat.

module.

Appendix A.

Quick Troubleshooting Guide

B-9

POST Error Messages

Continued

Screen Message Beeps* Probable Cause Recommended Action

Green Power LED Blinks Once per Second

Green Power LED ON None Computer on. None

Invalid Electronic Serial Number

Flashing Power and Hard Drive Green LEDs

Red Power LED Blinks Every 2 or more Seconds

None Computer in normal

Suspend mode.

None Electronic serial number

has become corrupted.

None Unseated riser board. 1. Remove riser board.

None Power supply overloaded. 1. Push in power button. LED

None

Run Computer Setup (F10 Setup). If Setup already has data in the field or will not allow the serial number to be entered, download and run SP5572.EXE (SNZERO.EXE).

2. Wipe connector.

3. Reinstall riser board.

2. Remove all AC power from

3. Remove load from power

4. Check for damage to system

5. Replace system board.

6. Replace power supply.

should be green.

computer, wait 30 seconds, then apply power.

supply by removing options one at a time until computer runs.

board.

B-10

Red Power LED Blinks Every Second

Red power LED ON None Processor unseated. Reseat processor in system board.

XXOOOYZZ Parity Check None Parity RAM failure. Run Computer Setup and

* L = Long, S = Short

POST Error Messages - Numbered

None System memory error. 1. Check memory module.

2. Remove and reseat memory module.

3. See the "Solving Memory Problems" section of this guide.

Diagnostic Utilities.

appendix

OST ERROR MESSAGES

Some Compaq computers have a complete series of POST error messages that no code numbers assigned to them. Use the information below for those computers.

An error message results if the Power-On Self-Test (POST) encounters a problem. This test runs when the system is turned on, checking assemblies within the computer and reporting any errors found. computer system is functioning properly:

T

Keyboard

T

System board

T

Memory modules

T

Video memory

T

Diskette drives

T

Hard drive

T

Power supply

also detects the type of mass storage devices installed in the computer.

POST

If visual message. The following table gives explanations of the error codes and recommended courses of action.

finds an error in the system, an error condition is indicated by an audible and/or

POST

- N

OT NUMBERED

checks the following assemblies to ensure that the

POST

✎

An external speaker must be installed into the speaker output connector to hear audible beeps during

POST

Quick Troubleshooting Guide

C-1

Error message Probable Cause Recommended Action

Diskette Drive A or B Error Drive A: or B: is present, but

fails the BIOS POST diskette tests.

Extended RAM Failed at

nnn

Offset,

Failing Bits

Fixed Disk 0 or 1 Failure Hard drive is not working or is

Fixed Disk Controller Failure

Incorrect Drive A Type Type of diskette in drive A: is

Invalid NVRAM Media Type Problem with NVRAM

nnn nnn

Extended memory is not working or is not configured properly.

is a map of the bits at the RAM address which failed the memory test.

not configured properly.

Hard drive is not working or is not configured properly.

not correctly identified.

(CMOS) access.

1. Run Setup.

2. Replace the signal cable.

3. Replace the drive.

1. Replace the memory modules.

2. Replace the system board.

1. Run Setup.

2. Replace the system board.

1. Run Setup.

2. Replace the signal cable.

3. Replace the hard drive.

1. Run Setup.

2. Replace the system board.

1. Run Setup.

2. Replace the diskette drive.

Replace the system board.

Keyboard Controller Error Keyboard, I/O keyboard

controller (on system board), or mouse error.

Keyboard Error Keyboard, I/O keyboard

controller (on system board), or mouse error.

Operating System Not Found

Parity Check 1 Parity error found in the

Parity Check 2 Parity error found in the I/O

Real Time Clock Error Real-time clock fails BIOS

System Battery is Dead RTC battery is dead.

Operating system cannot be located on either drive A: or C:.

system bus.

bus.

test.

1. Replace the keyboard.

2. Replace the mouse.

3. Replace the system board.

1. Replace the keyboard.

2. Replace the mouse.

3. Replace the system board.

Run Setup.

1. Run Setup.

2. Replace the memory modules.

3. Replace the system board.

1. Run Setup.

2. Replace the ISA board (modem).

Replace the system board.

1. Replace the RTC battery.

2. Run Setup.

C-2

Continued

Post Error Messages - Not Numbered

POST Error Messages

Continued

Error message Probable Cause Recommended Action

System BIOS Shadowed System BIOS copied to

Shadow RAM.

System Cache Error RAM cache failed the BIOS

test.

System CMOS Checksum Bad

System RAM Failed at

nnn

Offset,

System Timer Error DMA, timers, etc. Replace the system board.

UMB Upper Limit Segment Address

Video BIOS Shadowed Video BIOS successfully

nnn

CMOS is corrupted or modified incorrectly.

System RAM failed. Replace memory modules.

Displays the address the upper limit of Upper Memory Blocks, indicating released segments of the BIOS.

copied to shadow RAM.

nnn

Status message. No action required.

Run Setup.

Status message. No action required.

Quick Troubleshooting Guide

C-3

HP Compaq Deskpro I 3-25i, Compaq Deskpro I 3-33i, Compaq Deskpro I 3-33is, Compaq Deskpro I 4-25is, Compaq Deskpro I 4-33i Troubleshooting

Specifications and Main Features

Frequently Asked Questions

User Manual

Quick Troubleshooting Guide

Notice

Troubleshooting Procedures

Tools Required - Desktop Computers and Workstations

Tools Required - Notebooks

Protecting Yourself and the Computer

Clearing CMOS

Customer Responsibilities

POST Power-On Sequence

Compaq Drive Protection System

Accessing DPS Through Compaq Diagnostics for Windows

Compaq Configuration Record Utility

1. Initial Troubleshooting

2. No Power, Part 1

3. No Power, Part 2

4. No Power, Part 3

5. No Video, Part 1

6. No Video, Part 2

7. No Video, Part 3

8. Error Messages, Part 1

9. Error Messages, Part 2

10. Error Messages, Part 3

11. No O/S Loading

12. No O/S Loading from Hard Drive, Part 1

13. No O/S Loading from Hard Drive, Part 2

14. No O/S Loading from Hard Drive, Part 3

15. No O/S Loading from Diskette Drive

16. No O/S Loading from CD-ROM Drive

17. No O/S Loading from Network

18. Non-Functioning Device

1. Initial Troubleshooting

2. No Power, Part 1

3. No Power, Part 2

4. No Power, Part 3

5. No Power, Part 4

6. No Video, Part 1

7. No Video, Part 2

8. Non-Functioning Docking Station

9. No O/S Loading

10. No O/S Loading from Hard Drive, Part 1

11. No O/S Loading from Hard Drive, Part 2

12. No O/S Loading from Hard Drive, Part 3

13. No O/S Loading from Diskette Drive

14. No O/S Loading from CD-ROM or DVD-ROM Drive

15. No Audio, Part 1

16. No Audio, Part 2

17. Non-Functioning Device

18. Non-Functioning Pointing Device or Keyboard

19. No Network or Modem Connection