HP COMPAQ DX2000, COMPAQ D538, COMPAQ D338, DX6050, COMPAQ DC5000 User Manual

Troubleshooting Guide
Compaq Business Desktops
d530, d330, and d325 Models
Document Part Number: 312969-002
May 2003
This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
HP, Hewlett Packard, and the Hewlett-Packard logo are trademarks of Hewlett-Packard Company in the U.S. and other countries.
Compaq and the Compaq logo are trademarks of Hewlett-Packard Development Company, L.P. in the U.S. and other countries.
Microsoft, MS-DOS, and Windows are trademarks of Microsoft Corporation in the U.S. and other countries.
All other product names mentioned herein may be trademarks of their respective companies.
Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. The information in this document is provided “as is” without warranty of any kind, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, and is subject to change without notice. The warranties for HP products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.
This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company.
WARNING: Text set off in this manner indicates that failure to follow
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directions could result in bodily harm or loss of life.
CAUTION: Text set off in this manner indicates that failure to follow
Ä
directions could result in damage to equipment or loss of information.
Troubleshooting Guide
Compaq Business Desktops
d530, d330, and d325 Models
Second Edition (May 2003) Document Part Number: 312969-002

Contents

1 Computer Diagnostic Features
Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Detecting Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2
Installing Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Using Categories in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Running Diagnostic Tests in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . 1–6
Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9
Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11
Installing or Upgrading Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . 1–12
Running the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . 1–12
Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12
Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12
2 Troubleshooting Without Diagnostics
Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1
Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5
Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8
Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11
Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14
Solving Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–25
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29
Troubleshooting Guide www.hp.com iii
Contents
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33
Solving CD-ROM and DVD Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–34
Solving DiskOnKey Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36
Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36
Solving Software Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–40
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41
A POST Error Messages
POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . A–12
B Password Security and Resetting CMOS
Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2
Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5
C Drive Protection System (DPS)
Accessing DPS Through Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . C–2
Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3
D Setting up Analog/Digital Audio Output
Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–1
Microsoft Windows XP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
Index
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Computer Diagnostic Features

Diagnostics for Windows

The Diagnostics for Windows (DFW) utility allows you to view information about the hardware and software configuration of the computer while running Microsoft Windows (Microsoft Windows 2000 and Microsoft Windows XP). It also allows you to perform hardware and software tests on the subsystems of the computer.
When you invoke Diagnostics for Windows, the Overview screen is displayed, which shows the current configuration of the computer. From the Overview screen, there is access to several categories of information about the computer and the Tes t tab. The information in every screen of the utility can be saved to a file or printed.
To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some subsystems. The inability to test a subsystem will be indicated by an error message under the subsystem name in the Test window or by shaded check boxes that cannot be selected.
1
Use Diagnostics for Windows in the following instances to:
Determine if all the devices installed on the computer are
recognized by the system and functioning properly. Running tests is optional but recommended after installing or connecting a new device.
Third party devices not supported by HP may not be detected.
Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center.
Troubleshooting Guide www.hp.com 1–1
Computer Diagnostic Features

Detecting Diagnostics for Windows

Some computers ship with the Diagnostics for Windows preloaded, but not preinstalled. You may have installed it earlier, along with other utilities, or it may have been installed by another user.
To determine whether Diagnostics for Windows is installed:
1. Access the location of the Diagnostics icons:
In Windows 2000 Professional, select Start > Settings >
Control Panel.
In Windows XP Home or Windows XP Professional, select
Start > Control Panel > Performance and Maintenance.
2. Look through the displayed icons.
If icons for Configuration Record and Diagnostics for
Windows are included, the Diagnostics for Windows utility is installed.
If icons for Configuration Record and Diagnostics for
Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed.
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Installing Diagnostics for Windows

If Diagnostics for Windows is not preloaded, you can download the Diagnostics for Windows SoftPaq from the following Web site:
www.hp.com/support
The following operation is required only if the diagnostics program software has been loaded on the hard drive but not installed.
1. Close any Windows applications.
2. Install the Diagnostics for Windows utility:
In Windows XP, select Start > Setup Software icon. Select
Diagnostics for Windows > Next button, then follow the
instructions on the screen.
In Windows 2000, select the Setup Software icon on the
Desktop > Diagnostics for Windows > Next button, then follow the instructions on the screen.
In either Windows XP or Windows 2000, if the Setup
Software icon is not on the Desktop or in the Start menu, run the Setup program from the C:\CPQAPPS\DIAGS directory or select Start > Run and type the following in the command line: C:\CPQAPPS\DIAGS\SETUP.
Computer Diagnostic Features
3. Click Next to install Diagnostics for Windows.
4. After the program has finished installing, you may be prompted to restart the computer, or it may automatically restart. If prompted, click Finish to restart the computer or Cancel to exit the program. You must restart the computer to complete the installation of Diagnostics for Windows.
If you want to upgrade an existing version of Diagnostics
for Windows installed on the computer, visit locate and download the latest Diagnostics for Windows SoftPaq.
Troubleshooting Guide www.hp.com 1–3
www.hp.com/support to
Computer Diagnostic Features

Using Categories in Diagnostics for Windows

To use the categories do the following:
1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel.
The screen displays the overview of the computer hardware and software.
In Windows 2000 Professional, select Start > Settings >
Control Panel, then select Diagnostics for Windows.
In Windows XP Home and Windows XP Professional, select
Start > Control Panel > Performance and Maintenance, then select Diagnostics for Windows.
2. For specific hardware and software information, select a category from the Categories pull-down menu or the appropriate icon on the toolbar.
As you move the cursor over the toolbar icons, the corresponding
category name displays near the cursor.
3. To display more detailed information in a selected category, click More in the Information Level box in the lower left corner of the window or click Level at the top of the screen and select More.
4. Review, print, and/or save this information as needed.
To print the information, click File, then select Print. Select one of
the following options: Detailed Report (All Categories), Summary Report (All Categories), or Current Category. Click OK to print
the report you selected.
To save the information, click File, then select Save As. Select one of
the following options: Detailed Report (All Categories), Summary Report (All Categories), or Current Category. Click OK to save
the report you selected.
5. To exit Diagnostics for Windows, click File, and then click Exit.
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Computer Diagnostic Features
Menu Bar—File, Categories, Navigation, Level, Tab, Help
At the top of the Diagnostics for Windows screen is the Menu Bar consisting of six pull-down menus:
File—Save As, Print, Printer Setup, Exit
Categories—See the list of categories in the following section
Navigation—Previous Category (F5), Next Category (F6)
Level—Less (F7), More (F8) <information on the screen>
Tab—Overview, Test, Status, Log, Error
Help—Contents, How to use Help, About
Tool Bar—Icons for Different Categories of Information
Below the Menu Bar, the Tool Bar contains a row of icons for each of the following categories of information about the computer:
System—System board, ROM, date, and time information
Asset Control—Asset tag, system serial number, and processor
information
Input Devices—Keyboard, mouse, and joystick(s) information
Communication—Ports in system and information about each
Storage—Storage drives in system and information about each
Graphics—Graphics system information
Memory—System board and Windows memory information
Multimedia—Optical storage (CD, DVD, and so on) and audio
information
Windows—Windows information
Architecture—PCI Device information
Resources—IRQ, I/O, and Memory Map information
Health—Status of system temperature and hard drives
Miscellaneous—CMOS, DMI, BIOS, System, Product Name,
and Serial Number
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Computer Diagnostic Features
Tabs—Overview, Test, Status, Log, Error
Below the Tool Bar are five tabs:
Overview—The Overview window displays general overview
information about the computer. This is the window that is displayed when you first start the utility. The left side of the window shows hardware information, and the right side of the window shows software information.
Test—The Test window allows you to choose various parts of
the system to test. You can also choose the type of test and testing mode.
Status—The Status window displays the status of each test in
progress. You can cancel testing by clicking the Cancel Testing button.
Log—The Log window displays a log of tests for each device.
Error—The Error window displays any errors that occurred
during device testing. The window lists the device being tested, the type and number of errors, and the error code.

Running Diagnostic Tests in Diagnostics for Windows

To run diagnostic tests:
1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel.
In Windows 2000 Professional, select Start > Settings >
Control Panel, then select Diagnostics for Windows.
In Windows XP Home and Windows XP Professional, select
Start > Control Panel > Performance and Maintenance, then select Diagnostics for Windows.
The screen displays the overview of the computer hardware and software. Five tabs are displayed below the row of icons: Overview, Te s t, Status, Log, and Error.
2. Click the Tes t tab, or click Tab at the top of the screen and select Te st .
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Computer Diagnostic Features
3. Select one of the following options:
Quick Test—Runs a quick, general test on each device.
Requires no user intervention if Unattended Mode is selected.
Complete Test—Runs maximum testing of each device. The
user can select Interactive Mode or Unattended Mode.
Custom Test—Runs only the tests you select. To select
specific devices or tests, find the device in the list, then select the check box beside each test. When selected, a red check mark is displayed in the box. Some tests selected may require user intervention.
To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some subsystems. The inability to test a subsystem will be indicated by an error message under the subsystem name in the Test window or by shaded boxes that cannot be checked.
4. Select Interactive Mode or Unattended Mode. In Interactive Mode, the diagnostic software will prompt you for input during tests that require it. Some tests require interaction and will display errors or halt testing if selected in conjunction with Unattended Mode.
Interactive Mode provides maximum control over the testing
process. You determine whether the test passed or failed and may be prompted to insert or remove devices.
Unattended Mode does not display prompts. If errors are
found, they are displayed when testing is complete.
5. Click the Begin Testing button at the bottom of the window. Test Status is displayed, showing the progress and result of each test. For more details on the tests run, click the Log tab or click Tab at the top of the screen and select Log.
6. To view a test report, select a tab:
The Status tab summarizes the tests run, passed, and failed
during the current testing session.
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Computer Diagnostic Features
The Log tab lists tests run on the system, the numbers of
times each test has run, the number of errors found on each test, and the total run time of each test.
The Error tab lists all errors found on the computer with
their error codes.
7. To save a test report:
Select the Log tab Save button to save a Log tab report.
Select the Error tab Save button to save an Error tab report.
8. To print a test report:
If the report is on the Log tab, select File > Save As, then
print the file from the selected folder.
If the report is on the Error tab, select the Error tab Print
button.
9. If errors are found, click the Error tab to display more detailed information and recommended actions. By following the recommended actions, you may be able to solve some problems yourself.
10. Click Print or save the error information in case you need to
contact an authorized dealer, reseller, or service provider for assistance.
11. To exit Diagnostics for Windows, click File, then click Exit.
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Configuration Record

The Configuration Record utility is a windows-based information-gathering tool similar to other management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of the computer. Configuration Record provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a configuration history. The information can be saved as a history of multiple sessions.
This utility was developed to allow resolution of problems without taking the computer offline and to assist in maximizing the computer availability. The information obtained by the utility is useful in troubleshooting system problems, and streamlines the service process by enabling quick and easy identification of system configurations, which is the first step in resolving service cases.
The Configuration Record gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system. It gathers information on such items as the ROM, asset tag, processor, physical drives, PCI devices, memory, graphics, operating system version number, operating system parameters, and the operating system startup files and displays it. If the original Base.log file is present in the cpqdiags directory, the Base.log file is displayed next to the Now.log file in a split window with the differences between the two highlighted in the color red.
Computer Diagnostic Features
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Computer Diagnostic Features

Installing Configuration Record

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

Running Configuration Record

To run this program:
1. Click Start > HP Information Center > Configuration Record. You can also select the Configuration Record icon, located in the Control Panel.
In Windows 2000 Professional, select Start > Settings >
Control Panel, then select Configuration Record.
In Windows XP Home and Windows XP Professional, select
Start > Control Panel > Performance and Maintenance, then select Configuration Record.
The Configuration Record utility has two view options: Show
Changed Items Only and Show All. The default view is Show Changed Items Only, therefore all the text is displayed in the
color red since it shows only the differences. Switching to Show All displays the complete, comprehensive view of the system.
2. The default view is Show Changed Items Only. To view all the information gathered by Configuration Record, click View at the top of the window and select Show All, or click the Show All Items icon.
3. To save the information in the left or right window, select File >
Save Window File and then select Left Window File or Right Window File.
Saving the configuration of the computer periodically allows the user
to keep a history of the configuration. This history may be useful to your service provider if the system ever encounters a problem that needs debugging.
4. To exit Configuration Record, click File, then click Exit.
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Remote Diagnostics Enabling Agent

This utility was developed to allow faster resolution of problems without having to visit a site and take the computer offline 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 problems.
The Remote Diagnostics Enabling Agent only works if Diagnostics
for Windows is also installed.
The Remote Diagnostics Enabling Agent provides a Web browser interface to Diagnostics for Windows. This enables remote control of the diagnostics and facilitates easy transfer of computer information from remote machines to a service provider.
The Remote Diagnostics Enabling Agent captures hardware configuration and provides the ability to perform tests remotely to diagnose computer problems. In addition, the Remote Diagnostics Enabling Agent identifies any computer hardware device problems signaled by the HP Management Agents. These hardware devices are automatically selected for testing by the Remote Diagnostics Enabling Agent.
Computer Diagnostic Features
Use of Remote Diagnostics Enabling Agent reduces the time and effort needed to perform hardware diagnostic tasks. By allowing the service personnel direct access to computer hardware diagnostic tools, the Remote Diagnostics Enabling Agent delivers a view of the computer hardware devices and the tests available to isolate hardware problems with the ease and simplicity of a single tool. This approach minimizes problem resolution time, and also minimizes administration resources because less time is spent visiting a site or communicating with a user over the phone to resolve computer hardware problems when they do occur.
The Remote Diagnostics Enabling Agent is pre-loaded on
most computers and is available through a SoftPaq at
www.hp.com/support.
Troubleshooting Guide www.hp.com 1–11
Computer Diagnostic Features

Installing or Upgrading Remote Diagnostics Enabling Agent

To install or upgrade an existing version of Remote Diagnostics Enabling Agent, visit the latest Remote Diagnostics Enabling Agent SoftPaq.
www.hp.com/support then locate and download

Running the Remote Diagnostics Enabling Agent

1. Select the Remote Diagnostics icon located in the Control Panel.
The Remote Diagnostics Enabling Agent allows you to run
Diagnostic Test or the Configuration Record in a browser window. Both of these utilities can be run remotely or locally.
2. To exit Remote Diagnostics, click File and then click Close.

Protecting the Software

To protect software from loss or damage, you should keep a backup copy of all system software, applications, and related files stored on the hard drive. See the operating system or backup utility documentation for instructions on making backup copies of data files.

Restoring the Software

The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Kit. See the Restore Kit for complete instructions on using this feature.
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Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
For information on specific error messages that may appear on the
screen during Power-On Self-Test (POST) at startup, refer to
Appendix A, “POST Error Messages.”

Safety and Comfort

WARNING: Misuse of the computer or failure to establish a safe
Å
and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the Documentation Library CD and available on the Web site at
www.hp.com/ergo, for more information on choosing a workspace and
creating a safe and comfortable work environment.
This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety & Regulatory Information on the Documentation Library CD.
2
Troubleshooting Guide www.hp.com 2–1
Troubleshooting Without Diagnostics

Before You Call for Technical Support

If you are having problems with the computer, try the following solutions before calling for technical support.
Run the Diagnostics for Windows utility. Refer to Chapter 1,
“Computer Diagnostic Features” for more information.
Run the Drive Protection System (DPS) Self-Test in Computer
Setup. Refer to the Computer Setup (F10) Utility Guide for more information.
Look for flashing LEDs on the front of the computer that are
codes for specific problems. Refer to Appendix A, “POST Error
Messages” for details.
If the screen is blank, plug the monitor into a different video port
on the computer if one is available. Or, change out the monitor with a monitor that you know is functioning properly.
If you are working on a network, plug another computer with a
different cable into the network connection. There may be a problem with the network plug or cable.
If you recently added new hardware, remove the hardware and
see if the computer functions properly.
If you recently installed new software, uninstall the software and
see if the computer functions properly.
Refer to the comprehensive online technical support at
www.hp.com/support
Refer to the following “Helpful Hints” section in this guide.
Run the Restore Plus! CD.
If it becomes necessary to call for technical assistance (1-800-652-6672), be prepared to do the following to ensure that your service call is handled properly:
Be in front of your computer when you call.
Write down the computer and monitor serial numbers before
calling.
Spend time troubleshooting the problem with the service
technician.
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Helpful Hints

Troubleshooting Without Diagnostics
Remove any hardware that was recently added to your system.
Remove any software that was recently installed.
Run the Restore Plus! CD.
For sales information and warranty upgrades (CarePaqs), call 1-800-282-6672.
If you encounter some minor problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:
Check that the computer and monitor are plugged into a working
electrical outlet.
Check to see that the voltage select switch is set to the appropriate
voltage for your region (115V or 230V).
Check to see that the computer is turned on and the green power
light is on.
Check to see that the monitor is turned on and the green monitor
light is on.
Look for flashing LEDs on the front of the computer. The
flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, “POST Error Messages” for more information.
Turn up the brightness and contrast controls of the monitor if the
monitor is dim.
Press and hold any key. If the system beeps, then the keyboard
should be operating correctly.
Check all cable connections for loose connections or incorrect
connections.
Wake the computer by pressing any key on the keyboard or
pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug
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Troubleshooting Without Diagnostics
the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in the BIOS. If it does not restart, press the power button to start the computer.
Reconfigure the computer after installing a non–plug and play
expansion board or other option. See “Solving Hardware
Installation Problems” for instructions.
Be sure that all the needed device drivers have been installed. For
example, if you are using a printer, you need a driver for that model printer.
Remove all diskettes from the system before turning it on.
If you have installed an operating system other than the
factory-installed operating system, check to be sure that it is supported on the system.
If the system has multiple video sources (embedded, PCI, or AGP
adapters) installed (embedded video on select models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer (F10) Setup.
CAUTION: When the computer is plugged into an AC power source,
Ä
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.
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Solving General Problems

You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
Solving General Problems
Problem Cause Solution
Computer appears locked up and will not turn off when the power button is pressed.
Software control of the power switch is not functional.
Press and hold the power button for at least four seconds until the computer turns off.
Troubleshooting Without Diagnostics
Computer will not respond to USB keyboard or mouse.
CAUTION: When attempting to resume from standby mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.
Computer date and time display is incorrect.
Computer appears to pause periodically.
Cursor will not move using the arrow keys on the keypad.
Computer is in standby mode.
RTC (real-time clock) battery may need to be replaced.
Connecting the
computer to a live AC outlet prolongs the life of the RTC battery.
Network driver is loaded and no network connection is established.
The Num Lock key may be on.
Press the power button to resume from standby mode.
First, reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Establish a network connection, or use Computer Setup or Microsoft Windows Device Manager to disable the network controller.
Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.
Troubleshooting Guide www.hp.com 2–5
Troubleshooting Without Diagnostics
Solving General Problems (Continued)
Problem Cause Solution
Cannot remove computer cover or access panel.
Smart Cover Lock, featured on some computers, is locked.
Unlock the Smart Cover Lock using Computer Setup.
The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction.
Poor performance is experienced.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause.
Processor is hot. 1. Make sure the airflow to the
computer is not blocked.
2. Make sure the fans are connected and working properly (some fans only operate when needed).
3. Make sure the processor heatsink is installed properly.
Hard drive is full. Transfer data from the hard drive to
create more space on the hard drive.
Processor thermal protection activated:
A fan may be blocked or not turning.
OR The heatsink is not
properly attached to the processor.
1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.
2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.
3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.
4. Reseat processor heatsink and verify that the fan assembly is properly attached.
5. Contact an authorized reseller or service provider.
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Solving General Problems (Continued)
Problem Cause Solution
System does not power on and the LEDs on the front of the computer are not flashing.
System unable to power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
2. Remove the expansion cards one at a time until the 3.3 V_aux light on the system board turns on.
3. Replace the system board.
OR Press and hold the power button for
less than 4 seconds. If the hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open hood and check that the power button harness is properly connected to the system board.
3. Check that both power supply cables are properly connected to the system board.
4. Check to see if the 3.3 V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.
5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply.
6. Replace the system board.
Troubleshooting Without Diagnostics
Troubleshooting Guide www.hp.com 2–7
Troubleshooting Without Diagnostics

Solving Power Supply Problems

Solving Power Supply Problems
Problem Cause Solution
Power supply shuts down intermittently.
Voltage selector switch on rear of computer chassis not switched to correct line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause.
Power supply will not turn on because of internal power supply fault.
Processor thermal protection activated:
A fan may be blocked or not turning.
OR The heatsink/fan
assembly is not properly attached to the processor.
Contact an authorized service provider to replace the power supply.
1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.
2. Open hood, press the power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.
3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan.
4. Reseat processor heatsink and verify that the fan assembly is properly attached.
5. Contact an authorized reseller or service provider.
2–8 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Power Supply Problems (Continued)
Problem Cause Solution
Power LED flashes Red, once every two seconds.
OR Power LED flashes Red four
times, once every second, followed by a two second pause.
Power failure (power supply is overloaded).
1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
2. Open the hood and ensure the 4-wire power supply cable is seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.
4. Contact an authorized service provider to replace the power supply.
5. Replace the system board.
Troubleshooting Guide www.hp.com 2–9
Troubleshooting Without Diagnostics
Solving Power Supply Problems (Continued)
Problem Cause Solution
System does not power on and LEDs are not flashing.
System unable to power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
2. Remove the expansion cards one at a time until the 3.3 V_aux light on the system board turns on.
3. Replace the system board.
OR Press and hold the power button for
less than 4 seconds. If the hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open hood and check that the power button harness is properly connected to the system board.
3. Check that both power supply cables are properly connected to the system board.
4. Check to see if the 3.3 V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.
5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply.
6. Replace the system board.
2–10 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics

Solving Diskette Problems

Common causes and solutions for diskette problems are listed in the following table.
You may need to reconfigure the computer when you add or remove
hardware, such as an additional diskette drive. See “Solving
Hardware Installation Problems” for instructions.
Solving Diskette Problems
Problem Cause Solution
Diskette drive light stays on. Diskette is damaged. In Microsoft Windows 2000 and
Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.
Diskette is incorrectly inserted.
Drive button is not pushed in.
Files on diskette are damaged.
Drive cable is not properly connected.
Drive not found. Cable is loose. Reseat diskette drive data and
Removable drive is not seated properly.
You attempted to hot plug a removable hard drive that has DriveLock security enabled. (This feature supported on select models only.)
Remove diskette and reinsert.
Push in drive button.
Check the program diskettes.
Reconnect drive cable. Ensure that all four pins are connected.
power cable.
Reseat the drive.
Shut down Windows and turn off the computer. Insert the drive into the MultiBay, if it is not already inserted. Turn on the computer.
Troubleshooting Guide www.hp.com 2–11
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem Cause Solution
Diskette drive cannot write to a diskette.
Diskette is not formatted.
Format the diskette.
Diskette is write-protected.
Writing to the wrong drive.
Not enough space is
Use another diskette or remove the write protection.
Check the drive letter in the path statement.
Use another diskette.
left on the diskette.
Diskette write control is enabled.
Use Computer Setup to check the storage security feature disabled settings.
Diskette is damaged. Replace the damaged disk.
Cannot format diskette. Invalid media reported. When formatting a disk in MS-DOS,
you may need to specify diskette capacity. For example, to format a
1.44-MB diskette, type the following command at the MS-DOS prompt:
FORMAT A: /F:1440
A problem has occurred with a disk transaction.
The directory structure is bad, or there is a problem with a file.
In Windows 2000 and Windows XP, right-click Start, click Explore, and select a drive. Select File >
Properties > Tools. Under Error-checking, click Check Now.
Diskette drive cannot read a diskette.
Diskette is not formatted.
Format the diskette.
1. From Windows Explorer select
the disk (A) drive.
2. Right-click the drive letter and
select Format.
3. Select the desired options, and
click Start to begin formatting the diskette.
2–12 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem Cause Solution
Diskette drive cannot read a diskette. (continued)
You are using the wrong diskette type for the drive type.
Check the type of drive that you are using and use the correct diskette type.
You are reading the wrong drive.
Check the drive letter in the path statement.
Diskette is damaged. Replace the diskette with a new one.
“Invalid system disk” message is displayed.
A diskette that does not contain the system files needed to start the computer has been
When drive activity stops, remove the diskette and press the Spacebar. The computer should start up.
inserted in the drive.
Nonsystem disk/NTLDR missing message.
Diskette error has occurred.
The system is trying to start from a
Restart the computer by pressing the power button.
Remove the diskette from the drive.
nonbootable diskette.
Cannot Boot to Diskette. Diskette is not bootable. Replace with a bootable diskette.
Diskette boot has been disabled in Computer Setup.
Removable media boot has been disabled in Computer Setup.
Diskette MBR validation is enabled.
Run Computer Setup and enable diskette boot in Storage > Boot Order.
Run Computer Setup and enable Removable Media Boot in Storage > Storage Options.
Run Computer Setup and disable Diskette MBR Validation in Storage > Storage Options.
Troubleshooting Guide www.hp.com 2–13
Troubleshooting Without Diagnostics

Solving Hard Drive Problems

Solving Hard Drive Problems
Problem Cause Solution
Hard drive error occurs. 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.
Disk transaction problem. Either the directory
structure is bad or there is a problem with a file.
Drive not found (identified). Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly installed device.
Drive jumper settings may be incorrect.
In Windows 2000 and Windows XP, right-click Start, click Explore, and select a drive. Select File >
Properties > Tools. Under Error-checking, click Check Now.
See reconfiguration directions in the
“Solving Hardware Installation Problems” section. If the system still
does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.
If this is a newly installed drive, enter Setup and try adding a POST delay under Advanced > Power-On.
If the drive is a secondary drive that has just been installed on the same cable as the primary drive, verify that the jumpers for both drives are set correctly.
Drive’s IDE (ATA) controller is disabled in Computer Setup.
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Run Computer Setup and enable the Primary and Secondary IDE (ATA) controllers in Storage > Storage Options.
Troubleshooting Without Diagnostics
Solving Hard Drive Problems (Continued)
Problem Cause Solution
Drive not found (identified).
(continued)
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
Nonsystem disk/NTLDR missing message.
Second Ultra ATA hard drive does not perform optimally.
The system is trying to start from a diskette that is not bootable.
The system is trying to start from the hard drive but the hard drive may have been damaged.
System files missing or not properly installed.
Hard drive boot has been disabled in Computer Setup.
You are using the wrong cable for the drive type.
Both slow and fast UATA devices are on the same data cable.
Remove the diskette from the diskette drive.
Insert a bootable diskette into the diskette drive and restart the computer.
If the hard drive is still inaccessible after booting to a diskette and MBR Security is enabled, you may try restoring the previously saved MBR image. To do so, enter Setup and select Security > Restore Master Boot Record.
Insert a bootable system diskette and restart. Verify hard drive is partitioned and formatted. Install system files for the appropriate operating system if necessary.
Run Computer Setup and enable the hard drive entry in the Storage > Boot Order list.
Reinstall the second Ultra ATA hard drive using an 80-conductor cable. The 80-conductor cable is standard on select models.
Change slow UATA devices to a separate data cable connected to the secondary IDE (ATA) controller on the system board.
Troubleshooting Guide www.hp.com 2–15
Troubleshooting Without Diagnostics
Solving Hard Drive Problems (Continued)
Problem Cause Solution
Computer will not start. Hard drive is damaged. Observe the beeps and LED lights
on the front of the computer. See Appendix A, “POST Error
Messages” to determine possible
causes. See the Worldwide Limited
Warranty for details.
Computer seems to be locked up.
Program in use has stopped responding to commands.
Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again.
2–16 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics

Solving Display Problems

If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table.
Solving Display Problems
Problem Cause Solution
Blank screen (no video). Monitor is not turned on
and the monitor light is not on.
Turn on the monitor and check that the monitor light is on.
The cable connections are not correct.
You may have a screen blanking utility installed or energy saver features are enabled.
System ROM is bad; system is running in FailSafe Boot Block mode (indicated by eight beeps).
You are using a fixed-sync monitor and it will not sync at the resolution chosen.
Computer is in
standby mode.
CAUTION: When attempting to resume from standby mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.
Check the cable connection from the monitor to the computer and to the electrical outlet.
Press any key or click the mouse button and, if set, type your password.
Reflash the ROM using a ROMPaq diskette. See the “FailSafe Boot Block ROM” section of the Desktop Management Guide for more information.
Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
Press the power button to resume from standby mode.
Troubleshooting Guide www.hp.com 2–17
Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem Cause Solution
Blank screen (no video).
(continued)
Monitor cable is plugged into the wrong connector.
If the computer system has both an integrated graphics connector and an AGP card connector, plug the monitor cable into the AGP card connector in the expansion card area on the back of the computer.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.
Monitor does not function properly when used with energy saver features.
Monitor settings in the computer are not compatible with the monitor.
Pre-video graphics error.
Monitor without energy saver capabilities is being used with energy saver features enabled.
1. Restart the computer and press
F8 during startup when you see “Press F8” in the bottom right corner of the screen.
2. Using the keyboard arrow keys,
select Enable VGA Mode and press Enter.
3. In Windows Control Panel,
double-click the Display icon and select the Settings tab.
4. Use the sliding control to reset the resolution.
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system board.
Disable monitor energy saver feature.
Dim characters. The brightness and
contrast controls are not
Adjust the monitor brightness and contrast controls.
set properly.
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Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem Cause Solution
Dim characters.
(continued)
Cables are not properly connected.
Check that the graphics cable is securely connected to the graphics card and the monitor.
Blurry video or requested resolution cannot be set.
The picture is broken up, or it rolls, jitters, or flashes.
Vibrating or rattling noise coming from inside a CRT monitor when powered on.
If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
Monitor is not capable of displaying requested resolution.
The monitor connections may be incomplete or the monitor may be incorrectly adjusted.
Monitor needs to be degaussed.
Monitor degaussing coil has been activated.
Install the video drivers included in the upgrade kit.
Change requested resolution.
1. Be sure the monitor cable is securely connected to the computer.
2. In a two-monitor system or if another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by moving them apart.
3. Fluorescent lights or fans may be too close to the monitor.
Degauss the monitor. Refer to the documentation that came with the monitor for instructions.
None. It is normal for the degaussing coil to be activated when the monitor is powered on.
Clicking noise coming from inside a CRT monitor.
Electronic relays have been activated inside the monitor.
None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.
Troubleshooting Guide www.hp.com 2–19
Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem Cause Solution
High pitched noise coming from inside a flat panel monitor.
Brightness and/or contrast settings are too high.
Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen. (flat panel monitors using an analog VGA input connection only)
Certain typed symbols do not appear correct.
Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.
The font you are using does not support that particular symbol.
1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu.
2. Manually synchronize the Clock and Clock Phase on-screen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP20930 or SP22333:
www.hp.com/support
Use the Character Map to locate the and select the appropriate symbol. Click Start > All Programs >
Accessories > System Tools > Character Map. You can copy
the symbol from the Character Map into a document.
2–20 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics

Solving Audio Problems

If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table.
Solving Audio Problems
Problem Cause Solution
Sound does not come out of the speaker or headphones.
Software volume control is turned down.
Double-click the Speaker icon on the taskbar, then make sure that Mute is not selected and use the volume slider to adjust the volume.
The external speakers are not turned on.
External speakers plugged into the wrong audio jack.
Audio cable not connected.
Digital CD audio is not enabled.
Headphones or devices connected to the line-out connector mute the internal speaker.
Turn on the external speakers.
See the sound card documentation for proper speaker connection.
Connect audio cable between CD or DVD-ROM drive and the system board.
Enable digital CD audio:
1. From the Control Panel, select System.
2. On the Hardware tab, click the Device Manager button.
3. Right-click on the CD/DVD device and select Properties.
4. On the Properties tab, make sure “Enable digital CD
audio for this CD-ROM device” is checked.
Turn on and use headphones or external speakers, if connected, or disconnect headphones or external speakers.
Troubleshooting Guide www.hp.com 2–21
Troubleshooting Without Diagnostics
Solving Audio Problems (Continued)
Problem Cause Solution
Sound does not come out of the speaker or headphones. (continued)
CAUTION: When attempting to resume from standby mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.
Volume is muted. 1. From the Control Panel
program, click Sound,
Speech and Audio Devices, then click Sounds and Audio Devices.
2. Click the Mute check box to remove the check mark from the box.
Computer is in standby mode.
Press the power button to resume from standby mode.
Noise or no sound comes out of the speakers or headphones.
Computer may not be detecting the correct speaker/headphone type or output or analog-to-digital auto-sense is not engaged.
1. If you are using digital speakers that have a stereo jack and want the system to auto-switch to digital, use a stereo-to-mono adapter to properly engage the auto-sense feature.
2. If a stereo-to-mono adapter is not available, use the multimedia device properties to manually switch the audio signal from analog to digital.
3. If the headphones have a mono jack, use the multimedia device properties to switch the system to analog out.
For information on how to change the Audio Output Mode, see
Appendix D, “Setting up Analog/Digital Audio Output.”
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Troubleshooting Without Diagnostics
Solving Audio Problems (Continued)
Problem Cause Solution
If you set digital as the Output Mode, the internal speaker and external analog
speakers will no longer output audio until you switch back to an auto-sense or analog mode.
If you set analog as the Output Mode, external digital speakers will not function until you change the output mode back to an auto-sense or digital mode.
See Appendix D, “Setting up Analog/Digital Audio Output” for additional information.
Sound cuts in and out. Processor resources are
being used by other open applications.
Shut down all open processor-intensive applications.
Computer appears to be locked up while recording audio.
The hard disk may be full.
Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.
Troubleshooting Guide www.hp.com 2–23
Troubleshooting Without Diagnostics

Solving Printer Problems

If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table.
Solving Printer Problems
Problem Cause Solution
Printer will not print. Printer is not turned on
and online.
Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed.
If you are on a network, you may not have made the connection to the printer.
Printer may have failed. Run printer self-test.
Printer will not turn on. The cables may not be
connected properly.
Printer prints garbled information.
The correct printer driver for the application is not installed.
The cables may not be connected properly.
Printer memory may be overloaded.
1. Install the correct printer driver for the application.
2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port] is the address of the printer being used. If the printer works, reload the printer driver.
Make the proper network connections to the printer.
Reconnect all cables and check the power cord and electrical outlet.
Install the correct printer driver for the application.
Reconnect all cables.
Reset the printer by turning it off for one minute, then turn it back on.
Printer is offline. The printer may be out
of paper.
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Check the paper tray and refill it if it is empty. Select online.
Troubleshooting Without Diagnostics

Solving Keyboard and Mouse Problems

If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table.
Solving Keyboard Problems
Problem Cause Solution
Keyboard commands and typing are not recognized by the computer.
Keyboard connector is not properly connected.
1. On the Windows Desktop, click Start.
2. Click Shut Down. The Shut Down Windows dialog box is displayed.
3. Select Shut down.
4. After the shutdown is complete, reconnect the keyboard to the back of the computer and restart the computer.
Program in use has stopped responding to commands.
Keyboard needs repairs.
Computer is in
standby mode.
CAUTION: When attempting to resume from standby mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.
Cursor will not move using the arrow keys on the keypad.
Troubleshooting Guide www.hp.com 2–25
The Num Lock key may be on.
Shut down your computer using the mouse and then restart the computer.
See the Worldwide Limited Warranty for details.
Press the power button to resume from standby mode.
Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.
Troubleshooting Without Diagnostics
Solving Mouse Problems
Problem Cause Solution
Mouse does not respond to movement or is too slow.
Mouse connector is not properly plugged into the back of the computer.
Program in use has stopped responding to commands.
Shut down the computer using the keyboard.
1. Press the Ctrl and Esc keys at the same time (or press the Windows logo key) to display the Start menu.
2. Use the up or down arrow key to select Shut Down and then press the Enter key.
3. Use the up or down arrow key to select the Shut Down option and then press the Enter key.
4. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart the computer.
Shut down the computer using the keyboard and then restart the computer.
Mouse needs repairs. See the Worldwide Limited
Warranty for details.
Computer is in
standby mode.
CAUTION: When attempting to resume from standby mode, do not hold down the
Ä
power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data.
Mouse will only move vertically, horizontally, or movement is jerky.
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Mouse roller ball is dirty.
Press the power button to resume from standby mode.
Remove roller ball cover from the bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores.
Troubleshooting Without Diagnostics

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a plug and play device, Windows 2000 and Windows XP automatically recognize the device and configure the computer. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows 2000, select the Add New Hardware icon in the Control Panel (for Windows XP, use the Add Hardware Wizard) and follow the instructions that appear on the screen.
Solving Hardware Installation Problems
Problem Cause Solution
A new device is not recognized as part of the system.
Device is not seated or connected properly.
Ensure that the device is properly and securely connected and that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are unplugged.
Power switch of new external device is not turned on.
When the system advised you of changes to the configuration, you did not accept them.
A plug and play board may not automatically configure when added if the default configuration conflicts with other devices.
Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down.
Turn off the computer, turn on the external device, then turn on the computer to integrate the device with the computer system.
Reboot the computer and follow the instructions for accepting the changes.
Use Windows 2000 or Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.
Troubleshooting Guide www.hp.com 2–27
Troubleshooting Without Diagnostics
Solving Hardware Installation Problems (Continued)
Problem Cause Solution
Computer will not start. Wrong memory
modules were used in the upgrade or memory modules were installed in the wrong location.
1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation.
2. Observe the beeps and LED lights on the front of the computer. See Appendix A,
“POST Error Messages” to
determine possible causes.
3. If you still cannot resolve the issue, contact Customer Support.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times.
Memory is installed incorrectly or is bad.
Video card is not seated properly or is bad, or system board is bad.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system board.
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Troubleshooting Without Diagnostics

Solving Network Problems

Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling.
Solving Network Problems
Problem Cause Solution
Wake-on-LAN feature is not functioning.
Wake-on-LAN is not enabled.
Use the Network control application to enable Wake-on-LAN. See the
Desktop Management Guide.
Network driver does not detect network controller.
Network status link light does not turn on or it never flashes.
The network status
light is supposed to flash when there is network activity.
Diagnostics reports a failure.
Network controller is disabled.
Incorrect network driver. Check the network controller
No active network is detected.
Network controller is not set up properly.
Network driver is not properly loaded.
System cannot autosense the network.
The cable is not securely connected.
The cable is attached to the incorrect connector.
Run Computer Setup and enable network controller.
documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.
Check cabling and network equipment for proper connection.
Use the Network control application to verify that the device is working properly. See the Network
Communications Guide.
Reinstall network drivers. See the
Network Communications Guide.
Disable auto-sensing capabilities and force the system into the correct operating mode. See the Network
Communications Guide.
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.
Ensure that the cable is attached to the correct connector.
Troubleshooting Guide www.hp.com 2–29
Troubleshooting Without Diagnostics
Solving Network Problems (Continued)
Problem Cause Solution
Diagnostics reports a failure. (continued)
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.
Diagnostics passes, but the computer does not communicate with the network.
Network controller stopped working when an expansion board was added to the computer.
Network controller interrupt is shared with an expansion board.
The network controller is defective.
Network drivers are not loaded, or driver parameters do not match current configuration.
The network controller is not configured for this computer.
Network controller interrupt is shared with an expansion board.
The network controller requires drivers.
Under the Computer Setup Advanced menu, change the resource settings for the board.
Contact an authorized service provider.
Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
Select the Network icon in the Control Panel and configure the network controller.
Under the Computer Setup Advanced menu, change the resource settings for the board.
Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and conflicts with
Under the Computer Setup Advanced menu, change the resource settings for the board.
the embedded NIC.
2–30 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Network Problems (Continued)
Problem Cause Solution
Network controller stops working without apparent cause.
The files containing the network drivers are corrupted.
Reinstall the network drivers, using the Restore Plus! CD.
New network card will not boot.
Cannot connect to network server when attempting Remote System Installation.
System setup utility reports unprogrammed EEPROM.
The cable is not securely connected.
Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.
The network controller is defective.
New network card may be defective or may not meet industry-standard
Contact an authorized service provider.
Install a working, industry-standard NIC, or change the boot sequence to boot from another source.
specifications.
The network controller is not configured properly.
Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC.
Unprogrammed EEPROM. Contact an authorized service
provider.
Troubleshooting Guide www.hp.com 2–31
Troubleshooting Without Diagnostics

Solving Memory Problems

If you encounter memory problems, some common causes and solutions are listed in the following table.
CAUTION: For those systems that support ECC memory, HP does not
Ä
support mixing ECC and non-ECC memory. Otherwise, the system will not boot the operating system.
Solving Memory Problems
Problem Cause Solution
System will not boot or does not function properly after installing additional memory modules.
Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the computer.
On some models, ECC and non-ECC memory modules cannot be mixed.
Out of memory error. Memory configuration
may not be set up correctly.
You have run out of memory to run the application.
Memory count during POST is wrong.
Insufficient memory error during operation.
2–32 www.hp.com Troubleshooting Guide
The memory modules may not be installed correctly.
Too many Terminate and Stay Resident programs (TSRs) are installed.
You have run out of memory for the application.
Use the Device Manager to check memory configuration.
Check the application documentation to determine the memory requirements.
Check that the memory modules have been installed correctly and that proper modules are used.
Delete any TSRs that you do not need.
Check the memory requirements for the application or add more memory to the computer.
Troubleshooting Without Diagnostics
Solving Memory Problems (Continued)
Problem Cause Solution
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.
Memory is installed incorrectly or is bad.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.

Solving Processor Problems

If you encounter processor problems, common causes and solutions are listed in the following table.
Solving Processor Problems
Problem Cause Solution
Poor performance is experienced.
Power LED is Red and stays on.
OR Power LED flashes Red
three times, once every second, followed by a two second pause.
Troubleshooting Guide www.hp.com 2–33
Processor is hot. 1. Make sure the airflow to the
computer is not blocked.
2. Make sure the fans are connected and working properly (some fans only operate when needed).
3. Make sure the processor heatsink is installed properly.
Processor is not seated properly or not installed.
1. Check to see that the processor is present.
2. Reseat the processor.
Troubleshooting Without Diagnostics

Solving CD-ROM and DVD Problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.
Solving CD-ROM and DVD Problems
Problem Cause Solution
System will not boot from CD-ROM or DVD drive.
The CD-ROM or DVD boot is not enabled through the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable media and verify boot order settings.
CD-ROM or DVD devices are not detected or driver is not loaded.
Movie will not play in the DVD drive.
Cannot eject compact disc (tray-load unit).
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Non-bootable CD in drive.
Drive is not connected properly or not properly configured.
Movie may be regionalized for a different country.
Decoder software is not installed.
Disc not properly seated in the drive.
CD has been inserted upside down.
Try a bootable CD in the drive.
See the documentation that came with the optional device.
See the documentation that came with the DVD drive.
Install decoder software.
Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly. Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc.
Re-insert the CD with the label facing up.
2–34 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving CD-ROM and DVD Problems (Continued)
Problem Cause Solution
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
(continued)
The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video.
CD or DVD disc is dirty. Clean CD or DVD with a CD
Wait at least 30 seconds to let the DVD-ROM drive determine the type of media being played. If the disc still does not start, read the other solutions listed for this topic.
cleaning kit, available from most computer stores.
Recording audio CDs is difficult or impossible.
Windows does not detect the CD-ROM or DVD-ROM drive.
Wrong or poor quality media type.
1. Use Device Manager to remove or uninstall the device in question.
2. Restart the computer and let Windows detect the CD or DVD driver.
1. Try using a slower speed when recording.
2. Verify that you are using the correct media for the drive.
3. Try a different brand of media. Quality varies widely between manufacturers.
Troubleshooting Guide www.hp.com 2–35
Troubleshooting Without Diagnostics

Solving DiskOnKey Problems

If you encounter DiskOnKey problems, common causes and solutions are listed in the following table.
Solving DiskOnKey Problems
Problem Cause Solution
DiskOnKey is not seen as a drive letter in Windows XP.
The drive letter after the last physical drive is not available.
Change the default drive letter for the DiskOnKey in Windows XP.
The computer boots to DOS after making a bootable DiskOnKey.
DiskOnKey is bootable. Install the DiskOnKey after the
operating system boots.

Solving Internet Access Problems

If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table.
Solving Internet Access Problems
Problem Cause Solution
Unable to connect to the Internet.
Internet Service Provider (ISP) account is not set up properly.
Modem is not set up properly.
Web browser is not set up properly.
Verify Internet settings or contact your ISP for assistance.
Reconnect the modem. Verify the connections are correct using the quick setup documentation.
Verify that the Web browser is installed and set up to work with your ISP.
Cable/ DSL modem is not plugged in.
2–36 www.hp.com Troubleshooting Guide
Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem.
Troubleshooting Without Diagnostics
Solving Internet Access Problems (Continued)
Problem Cause Solution
Unable to connect to the Internet. (continued)
Cable/DSL service is not available or has been interrupted due to bad weather.
Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the “cable” LED light on the front of the cable/DSL modem will be on.)
The CAT5 10/100 cable is disconnected.
IP address is not configured properly.
Cookies are corrupted. (A "cookie" is a small piece of information that a Web server can store temporarily with your Web browser. This is useful for having your browser remember some specific information that the Web server can later retrieve.)
Connect the CAT5 10/100 cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.)
Contact your ISP for the correct IP address.
Windows 2000
1. Select Start > Settings > Control Panel.
2. Double-click Internet Options.
3. On the General tab, click the Delete Cookies button.
Windows XP
1. Select Start > Control Panel.
2. Double-click Internet Options.
3. On the General tab, click the Delete Cookies button.
Cannot automatically launch Internet programs.
You must log o n to your ISP before some
Log on to your ISP and launch the desired program.
programs will start.
Troubleshooting Guide www.hp.com 2–37
Troubleshooting Without Diagnostics
Solving Internet Access Problems (Continued)
Problem Cause Solution
Internet takes too long to download Web sites.
Modem is not set up properly.
Verify that the correct modem speed and COM port are selected.
Windows 2000
1. Select Start > Settings > Control Panel.
2. Double-click System.
3. Click the Hardware tab.
4. In the Device Manager area, click the Device Manager button.
5. Double-click Ports (COM & LPT).
6. Right-click the COM port your modem uses, then click Properties.
7. U n d e r Device status, verify
that the modem is working properly.
8. Under Device usage, verify the modem is enabled.
9. If there are further problems,
click the Troubleshoot button and follow the on-screen instructions.
2–38 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Internet Access Problems (Continued)
Problem Cause Solution
Internet takes too long to download Web sites.
(continued)
Modem is not set up properly. (continued)
Verify that the correct modem speed and COM port are selected.
(continued) Windows XP
1. Select Start > Control Panel.
2. Double-click System.
3. Click the Hardware tab.
4. In the Device Manager area, click the Device Manager button.
5. Double-click Ports (COM & LPT).
6. Right-click the COM port your modem uses, then click Properties.
7. U n d e r Device status, verify
that the modem is working properly.
8. Under Device usage, verify the modem is enabled.
9. If there are further problems,
click the Troubleshoot button and follow the on-screen instructions.
Troubleshooting Guide www.hp.com 2–39
Troubleshooting Without Diagnostics

Solving Software Problems

Most software problems occur as a result of the following:
The application was not installed or configured correctly.
There is insufficient memory available to run the application.
There is a conflict between applications.
Be sure that all the needed device drivers have been installed.
If you have installed an operating system other than the
factory-installed operating system, check to be sure it is supported on the system.
Where available, run the Configuration Record utility to determine if any changes have been made to the software which may be causing a problem. See the Desktop Management Guide on the Documentation Library CD for more information.
If you encounter software problems, see the applicable solutions listed in the following table.
Solving Software Problems
Problem Cause Solution
Computer will not start. System files may be
damaged.
“Illegal Operation has Occurred” error message is displayed.
2–40 www.hp.com Troubleshooting Guide
Software being used is not Microsoft-certified for your version of Windows.
Configuration files are corrupt.
Observe the beeps and LED lights on the front of the computer. See Appendix A, “POST Error
Messages” to determine possible
causes. See the Compaq Restore Kit or the
Worldwide Limited Warranty for details.
Verify that the software is certified by Microsoft for your version of Windows (see program packaging for this information).
If possible, save all data, close all programs, and restart the computer.

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit
If you take the computer to an authorized reseller, dealer, or service
provider for service, remember to provide the setup and power-on passwords if they are set.
Troubleshooting Without Diagnostics
www.hp.com.
Troubleshooting Guide www.hp.com 2–41
A

POST Error Messages

This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.
POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any key (except Disabled.
The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection.
Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test. Full Boot runs all of the ROM-based system tests and takes longer to complete.
F10 or F12). The default mode is POST Message
Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.
For more information on Computer Setup, see the Computer Setup
(F10) Utility Guide on the Documentation Library CD.
Troubleshooting Guide www.hp.com A–1
POST Error Messages

POST Numeric Codes and Text Messages

This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST.
The computer will beep once after a POST text message is displayed
on the screen.
Numeric Codes and Text Messages
Code/Message Probable Cause Recommended Action
101-Option ROM Error
102-System Board Failure
103-System Board Failure
System ROM or expansion board option ROM checksum.
DMA or timers. 1. Clear CMOS. (See Appendix B,
DMA or timers. 1. Clear CMOS. (See Appendix B,
1. Verify the correct ROM.
2. Flash the ROM if needed.
3. If an expansion board was recently added, remove it to see if the problem remains.
4. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
5. If the message disappears, there may be a problem with the expansion card.
6. Replace the system board.
“Password Security and Resetting CMOS.”)
2. Remove expansion boards.
3. Replace the system board.
“Password Security and Resetting CMOS.”)
2. Remove expansion boards.
3. Replace the system board.
A–2 www.hp.com Troubleshooting Guide
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
150-SafePost Active A PCI expansion card is
not responding.
1. Restart the computer.
2. Disable SafePost.
3. If the expansion card does not respond, replace the card.
POST Error Messages
162-System Options Not Set
163-Time & Date Not Set
164-Memory Size Error
183-Invalid Processor Jumper Setting
Configuration incorrect. RTC (real-time clock)
battery may need to be replaced.
Invalid time or date in configuration memory.
RTC (real-time clock) battery may need to be replaced.
CMOS jumper may not be properly installed.
Memory configuration incorrect.
System board jumper improperly set.
Run Computer Setup. Reset the date and time under Control
Panel. If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Check for proper placement of the CMOS jumper if applicable.
1. Run Computer Setup or Microsoft Windows utilities.
2. Make sure the memory module(s) are installed properly.
3. If third-party memory has been added, test using HP-only memory.
4. Verify proper memory module type.
Reset system board jumpers to match processor and bus speeds (select models).
Troubleshooting Guide www.hp.com A–3
POST Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
201-Memory Error RAM failure. 1. Run Computer Setup or Windows
utilities.
2. Ensure memory and continuity modules are installed correctly.
3. Verify proper memory module type.
4. Remove and replace the memory module(s) one at a time to isolate the faulty module.
5. Replace faulty memory module(s).
6. If the error persists after replacing memory modules, replace the system board.
202-Memory Type Mismatch
207-ECC Corrected
Memory modules do not match each other.
Single Bit ECC error. 1. Verify proper memory module type. Single Bit Errors in Memory Module Socket(s) y, y, …
212-Failed Processor Processor has failed to
initialize.
213-Incompatible Memory Module in Memory Socket(s) X, X, ...
A memory module
in memory socket
identified in the error
message is missing
critical SPD information,
or is incompatible with
the chipset.
214-Memory Device Failure. Error code: XX, Memory Module Socket(s): XX
A specific error has
occurred in a memory
device installed in the
identified socket.
Replace memory modules with matched sets.
2. Try another memory socket.
3. Replace memory module if problem persists.
1. Reseat the processor in its socket.
2. If the processor does not respond, replace it.
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.
A–4 www.hp.com Troubleshooting Guide
POST Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer
turned off.
2. Check connector for bent or missing pins.
3. Ensure that none of the keys are depressed.
4. Replace keyboard.
303-Keyboard Controller Error
304-Keyboard or System Unit Error
401-Parallel Port 1 Address Assignment Conflict
402-Parallel Port 2 Address Assignment Conflict
403-Parallel Port 3 Address Conflict Detected
404-Parallel Port Address Conflict Detected
I/O board keyboard controller.
1. Reconnect keyboard with computer turned off.
2. Replace the system board.
Keyboard failure. 1. Reconnect the keyboard with
computer turned off.
2. Ensure that none of the keys are depressed.
3. Replace the keyboard.
4. Replace the system board.
IRQ address conflicts
Reset the IRQ.
with another device.
IRQ address conflicts
Reset the IRQ.
with another device.
IRQ address conflicts
Reset the IRQ.
with another device.
Both external and internal ports are assigned to parallel port X.
1. Remove any parallel port expansion cards.
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
3. Reconfigure card resources and/or run Computer Setup.
Troubleshooting Guide www.hp.com A–5
POST Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
410-Audio Interrupt Conflict
IRQ address conflicts with another device.
Reset the IRQ.
411-Network Interface Card Interrupt Conflict
501-Display Adapter Failure
510-Splash Screen Image Corrupted
511-CPU, CPUA, or CPUB Fan not Detected
512-Chassis, Rear Chassis, or Front Chassis Fan not Detected
514-CPU or Chassis Fan not Detected
601-Diskette Controller Error
IRQ address conflicts with another device.
Graphics display controller.
Splash Screen image has errors.
CPU fan is not connected or may have malfunctioned.
Chassis, rear chassis, or front chassis fan is not connected or may have malfunctioned.
CPU or chassis fan is not connected or may have malfunctioned.
Diskette controller circuitry or floppy drive circuitry incorrect.
Reset the IRQ.
1. Reseat the graphics card (if applicable).
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
3. Verify monitor is attached and turned on.
4. Replace the graphics controller.
Install latest version of ROMPaq to restore image.
1. Reseat CPU fan.
2. Replace CPU fan.
1. Reseat chassis, rear chassis, or front chassis fan.
2. Replace chassis, rear chassis, or front chassis fan.
1. Reseat CPU or chassis fan.
2. Replace CPU or chassis fan.
1. Run Computer Setup.
2. Check and/or replace cables.
3. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
4. Replace diskette drive.
5. Replace the system board.
A–6 www.hp.com Troubleshooting Guide
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
602-Diskette Boot Record Error
Diskette in Drive A not bootable.
Replace the diskette.
POST Error Messages
605-Diskette Drive Type E rror
610-External Storage Device Failure
611-Primary Floppy Port Address Assignment Conflict
612-Secondary Floppy Port Address Assignment Conflict
660-Display cache is detected unreliable
Mismatch in drive type. 1. Run Computer Setup.
2. Disconnect any other diskette controller devices (tape drives).
3. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
External tape drive not connected.
Reinstall tape drive or press F1 and allow system to reconfigure without the drive.
Configuration error. Run Computer Setup.
Configuration error. 1. Run Computer Setup.
2. Remove expansion cards.
3. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
Integrated graphics controller display cache
Replace system board if minimal graphics
degrading is an issue. is not working properly and will be disabled.
912-Computer Cover Has Been Removed Since Last
Computer cover was removed since last system startup.
No action required.
System Startup
914-Hood Lock Coil is not Connected
Smart Cover Lock mechanism is missing or not connected.
1. Reconnect or replace hood locking mechanism.
2. Reseat or replace hood locking mechanism cable.
Troubleshooting Guide www.hp.com A–7
POST Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
916-Thermal Sensor from Processor Heatsink is not Connected
Processor heatsink cable not connected to system board.
Reseat or replace the processor heatsink cable going to the system board.
917-Expansion Riser not Detected
919-Front Panel, Multi-Port, and/or Multi-Bay Riser(s) not Detected. Unplug Machine and Install Riser(s).
1151-Serial Port A Address Conflict Detected
1152-Serial Port B Address Conflict Detected
Riser board not seated or not installed.
Riser card has been removed or has not been reinstalled properly in the system.
Both external and internal serial ports are assigned to COM1.
Both external and internal serial ports are assigned to COM2.
Install riser board if missing or remove and reseat to ensure good connection.
Reinsert riser card.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
3. Reconfigure card resources and/or run Computer Setup or Windows utilities.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
3. Reconfigure card resources and/or run Computer Setup or Windows utilities.
A–8 www.hp.com Troubleshooting Guide
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
1155-Serial Port Address Conflict Detected
Both external and internal serial ports are assigned to same IRQ.
1. Remove any serial port expansion cards.
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting CMOS.”)
3. Reconfigure card resources and/or run Computer Setup or Windows utilities.
POST Error Messages
1201-System Audio Address Conflict Detected
1202-MIDI Port Address Conflict Detected
1203-Game Port Address Conflict Detected
1720-SMART Hard Drive Detects Imminent Failure
Device IRQ address conflicts with another device.
Device IRQ address conflicts with another device.
Device IRQ address conflicts with another device.
Hard drive is about to fail. (Some hard drives have a firmware patch that will fix an erroneous error message.)
Reset the IRQ.
Reset the IRQ.
Reset the IRQ.
1. Determine if hard drive is giving correct error message. Run the Drive Protection System test if available.
2. Apply firmware patch if applicable. (Visit www.hp.com/support)
3. Back up contents and replace hard drive.
Troubleshooting Guide www.hp.com A–9
POST Error Messages
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
1782-Disk Controller Failure
1800-Temperature Alert
Hard drive circuitry error. 1. Run Computer Setup.
2. Clear CMOS. (See Appendix B,
“Password Security and Resetting 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.
Internal temperature exceeds specification.
1. Check that computer air vents are not blocked and the processor cooling fan is running.
2. Verify processor speed selection.
3. Replace the processor.
4. Replace the system board.
1801-Microcode Patch Error
Processor is not supported by
Upgrade BIOS to proper version.
ROM BIOS.
1998-Master Boot Record has been Lost.
A–10 www.hp.com Troubleshooting Guide
The previously saved copy of the MBR has been corrupted.
Run Computer Setup and save the MBR of the current bootable disk.
Numeric Codes and Text Messages (Continued)
Code/Message Probable Cause Recommended Action
1999-Master Boot Record has Changed.
The current MBR does not match the previously saved copy of the MBR.
Use extreme caution. The MBR may have been updated due to normal disk maintenance activities (disk manager, fdisk, or format). Replacing the previously saved MBR in such situations can cause data loss. If you are certain the MBR change is unintentional and undesired (e.g. due to a virus), then run Computer Setup and restore the previously saved MBR copy. Otherwise, run Computer Setup and either disable MBR security or save the MBR of the current bootable disk.
POST Error Messages
2000-Master Boot Record Hard Drive has Changed.
The current bootable hard drive is not the same as the one that was
Run Computer Setup and either disable MBR security or save the MBR of the
current bootable disk. present when MBR Security was enabled.
Invalid Electronic Serial Number.
Electronic serial number has become corrupted.
1. Run Computer Setup. If Setup already has data in the field or will not allow the serial number to be entered, download from www.hp.com and run SP5572.EXE (SNZERO.EXE).
2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes.
ECC Multiple Bit Error Detected in Memory Module.
Chipset has detected more than one bad bit in a 64-bit quadword of the
Replace the memory module.
memory array.
Parity Check 2. Parity RAM failure. Run Computer Setup and Diagnostic
utilities.
Troubleshooting Guide www.hp.com A–11
POST Error Messages

POST Diagnostic Front Panel LEDs and Audible Codes

This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them.
If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs
on the front panel of the computer and refer to the following table to determine the front panel LED codes.
Recommended actions in the following table are listed in the order in
which they should be performed.
Diagnostic Front Panel LEDs and Audible Codes
Activity Beeps Possible Cause Recommended Action
Green Power LED On.
None Computer on. None
Green Power LED flashes every two seconds.
Green Power LED flashes four times, once per second.
A–12 www.hp.com Troubleshooting Guide
None Computer in
Suspend to RAM mode (select models only) or normal Suspend mode.
None Computer in
Suspend to Disk or “Hibernate” mode.
None
None
Diagnostic Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Possible Cause Recommended Action
Red Power LED flashes two times, once every second, followed by a two second pause.
Red Power LED stays on.
OR Red Power LED
flashes three times, once every second, followed by a two second pause.
None Processor thermal
protection activated:
A fan may be blocked or not turning.
OR The heatsink/fan
assembly is not properly attached to the processor.
None Processor not
installed (not an indicator of bad processor).
1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.
2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is fully/properly seated or installed.
3. If fan is plugged in and seated properly, but is not spinning, then replace processor fan.
4. Reseat processor heatsink and verify that the fan assembly is properly attached.
5. Contact an authorized reseller or service provider.
1. Check to see that the processor is present.
2. Reseat the processor.
POST Error Messages
Troubleshooting Guide www.hp.com A–13
POST Error Messages
Diagnostic Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Possible Cause Recommended Action
Red Power LED flashes once every two seconds.
OR Red Power LED
flashes four times, once every second, followed by a two second pause.
Red Power LED flashes five times, once every second, followed by a two second pause.
None Power failure
(power supply is overloaded).
5 Pre-video memory
error
1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
2. Open the hood and ensure the 4-wire power supply cable is seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.
4. Replace the power supply.
5. Replace the system board.
1. Reseat DIMMs. Power on the system.
2. Replace DIMMs one at a time to isolate the faulty module.
3. Replace third-party memory with HP memory.
4. Replace the system board.
A–14 www.hp.com Troubleshooting Guide
Diagnostic Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Possible Cause Recommended Action
Red Power LED flashes six times, once every second, followed by a two second pause.
6Pre-video graphics
error.
For systems with a graphics card:
1. Reseat the graphics card. Power on the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics, replace the system board.
POST Error Messages
Red Power LED flashes seven times, once every second, followed by a two second pause.
Red Power LED flashes eight times, once every second, followed by a two second pause.
7 System board
failure (ROM detected failure prior to video).
8 Invalid ROM based
on bad checksum.
Replace the system board.
1. Reflash the ROM using a ROMPaq diskette. See the “ROM Flash” section of the Desktop Management Guide.
2. Replace the system board.
Troubleshooting Guide www.hp.com A–15
POST Error Messages
Diagnostic Front Panel LEDs and Audible Codes (Continued)
Activity Beeps Possible Cause Recommended Action
System does not power on and LEDs are not flashing.
None System unable to
power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
2. Remove the expansion cards one at a time until the 3.3 V_aux light on the system board turns on.
3. Replace the system board.
OR Press and hold the power button for less
than 4 seconds. If the hard drive LED does not turn on green then:
1. Check that the unit is plugged into a working AC outlet.
2. Open hood and check that the power button harness is properly connected to the system board.
3. Check that both power supply cables are properly connected to the system board.
4. Check to see if the 3.3 V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.
5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply.
6. Replace the system board.
A–16 www.hp.com Troubleshooting Guide
B

Password Security and Resetting CMOS

This computer supports security password features, which can be established through the Computer Setup Utilities menu.
This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup. When you establish only a power-on password, the power-on password is required to access Computer Setup and any other information on the computer. When you establish both passwords, only the setup password will give you access to Computer Setup.
When both passwords are set, the setup password can also be used in place of the power-on password as an override to log in to the computer. This is a useful feature for a network administrator.
If you forget the password for the computer, there are two methods for clearing that password so you can gain access to the information on the computer:
Resetting the password jumper
Using the Clear CMOS button
CAUTION: Pushing the CMOS button will reset CMOS values to factory
Ä
defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings.
Troubleshooting Guide www.hp.com B–1
Password Security and Resetting CMOS

Resetting the Password Jumper

To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps:
1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external devices connected to the computer.
WARNING: To reduce the risk of personal injury from electrical shock
Å
and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.
CAUTION: When the computer is plugged in, the power supply always
Ä
has voltage applied to the system board even when the unit is turned off. Failure to disconnect the power cord can result in damage to the system.
CAUTION: Static electricity can damage the electronic components
Ä
of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory Information guide for more information.
3. Remove the computer cover or access panel.
4. Locate the header and jumper.
The password jumper is green so that it can be easily identified. For
assistance locating the password jumper and other system board components, see the Illustrated Parts Map (IPM) for that particular system.
5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
6. Replace the computer cover or access panel.
7. Reconnect the external equipment.
B–2 www.hp.com Troubleshooting Guide
Password Security and Resetting CMOS
8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features.
9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8. Establish the new passwords in Computer Setup. Refer to the
Computer Setup (F10) Utility Guide on the Documentation Library CD for Computer Setup instructions.

Clearing and Resetting the CMOS

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

Using the CMOS Button

1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.
WARNING: To reduce the risk of personal injury from electrical shock
Å
and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components to cool before touching.
CAUTION: When the computer is plugged in, the power supply always
Ä
has voltage applied to the system board even when the unit is turned off. Failure to disconnect the power cord can result in damage to the system.
CAUTION: Static electricity can damage the electronic components
Ä
of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory
Information Guide for more information.
Troubleshooting Guide www.hp.com B–3
Password Security and Resetting CMOS
3. Remove the computer cover or access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory
Ä
defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings.
4. Locate, press, and hold the CMOS button in for five seconds.
Make sure you have disconnected the AC power cord from the wall
outlet. The CMOS button will not clear CMOS if the power cord is connected.
CMOS button
For assistance locating the CMOS button and other system board
components, see the Illustrated Parts Map (IPM) for that particular system.
5. Replace the computer cover or access panel.
B–4 www.hp.com Troubleshooting Guide
Password Security and Resetting CMOS
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
You will need to reset your passwords and any special system setups
along with the date and time.
See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the
Computer Setup (F10) Utility Guide.

Using Computer Setup to Reset CMOS

To reset CMOS through Computer Setup, you must first access the Computer Setup Utilities menu.
When the Computer Setup message appears in the lower-right corner of the screen, press the screen, if necessary.
If you do not press the F10 key while the message is displayed, you
must turn the computer off, then on again, to access the utility.
F10 key. Press Enter to bypass the title
A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.
To reset CMOS to the factory default settings first set time and date, then use the arrow keys or the and Exit. This resets the soft settings that include boot sequence order and other factory settings. It will not, however, force hardware rediscovery.
See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the
Computer Setup (F10) Utility Guide.
Troubleshooting Guide www.hp.com B–5
Tab key to select File > Set Defaults
C

Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement.
When these systems are built, each installed hard 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. Your service provider can use this information to help diagnose conditions that caused you to run the DPS software.
Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard drive firmware and can be executed even if the computer will not boot to an operating system. The time required to execute the test depends on the manufacturer and size of the hard drive; in most cases, the test will take approximately two minutes per gigabyte.
Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive.
Troubleshooting Guide www.hp.com C–1
Drive Protection System (DPS)

Accessing DPS Through Diagnostics for Windows

To access DPS through Diagnostics for Windows, perform the following steps:
1. Turn on the computer and select My Computer > Control Panel > Diagnostics for Windows.
A choice of five possible headings appears in the Diagnostics screen: Overview, Tes t, 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 drives 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:
Test Succeeded. Completion Code 0.
Test Aborted. Completion Code 1 or 2.
Test Failed. Drive Replacement Recommended. Completion
Code 3 through 14.
If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.
C–2 www.hp.com Troubleshooting Guide
Drive Protection System (DPS)

Accessing DPS Through Computer Setup

When the computer does not power on properly you should use Computer Setup to access the DPS program. To access DPS, perform the following steps:
1. Turn on or restart the computer.
2. When the F10 Setup message appears in the lower-right corner of the screen, press the
If you do not press the F10 key while the message is displayed, you
must turn the computer off, then on again, to access the utility.
A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security, Power, and Advanced.
3. Select Storage > IDE DPS Self-Test.
The screen will display the list of DPS-capable hard drives that are installed on the computer.
If no DPS-capable hard drives are installed, the IDE DPS Self-Test
option will not appear on the screen.
F10 key.
4. Select the hard drive to be tested and follow the screen prompts to complete the testing process.
When the test has been completed, one of three messages will be displayed:
Test Succeeded. Completion Code 0.
Test Aborted. Completion Code 1 or 2.
Test Failed. Drive Replacement Recommended. Completion
Code 3 through 14.
If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.
Troubleshooting Guide www.hp.com C–3
D

Setting up Analog/Digital Audio Output

Some computers may have an integrated audio solution that supports analog or digital external stereo speakers. These systems are capable of auto-sensing the speaker type and outputting the correct signal. To manually change between analog, digital, and auto-sense, complete the following set of procedures based on the operating system.
If you set digital as the Output Mode, the internal speaker and
external analog speakers will no longer output audio until you switch back to an auto-sense or analog mode. If you set analog as the Output Mode, external digital speakers will not function until you change the output mode back to an auto-sense or digital mode.

Microsoft Windows 2000

1. Click Start > Settings > Control Panel and double-click the System icon to open the System Properties panel.
2. Select Device Manager from the System Properties panel.
3. Click the “+” next to the Sound, Video and Game Controllers to expand it.
4. Double-click the appropriate audio device to open its Properties panel.
5. In the Configuration area of the Settings tab, change the Output Mode to the desired setting.
6. Click OK to close the Properties panel.
7. Close the System Properties panel.
8. Close the Control Panel.
Troubleshooting Guide www.hp.com D–1
Setting up Analog/Digital Audio Output

Microsoft Windows XP

1. Click Start > Control Panel and then double-click the Sounds, Speech, and Audio Devices icon.
2. Select the Hardware tab.
3. Highlight the appropriate audio device.
4. Click Properties to open up the Device Properties panel.
5. Click the Properties tab.
6. Click the “+” next to Audio Devices to expand it.
7. Highlight the appropriate driver by clicking it.
8. Click Properties.
9. Click Settings.
10. Change the Output Mode to the desired setting.
11. Click OK to close the Properties panel.
12. Close the Control Panel.
D–2 www.hp.com Troubleshooting Guide

Index

A
audible codes A–12 audio output audio problems
D–1
2–21
B
battery, real-time clock 2–5 blank screen booting options
Full Boot A–1 Quick Boot A–1
2–17
C
CD-ROM or DVD problems 2–34 CMOS
backing up B–1 button B–1, B–3 clearing and resetting B–3
computer pauses 2–5 Configuration Record Utility
installing 1–10 overview 1–9 running 1–10
Customer Support 2–2, 2–41
D
date and time display 2–5 Diagnostics for Windows
detecting 1–2 installing 1–3 Menu Bar 1–5 overview 1–1 running tests 1–6 Tool Bar 1–5
disk controller failure A–10
Drive Protection System (DPS)
accessing C–2 overview C–1
E
error codes A–1
F
flashing LEDs A–12 floppy port Full Boot
A–7
A–1
G
game port A–9 general problems
2–5
H
helpful hints 2–3
J
jumper settings 2–14
K
keyboard
error code A–5 solving problems 2–25 testing 2–3
L
LEDs
blinking power A–12 blinking PS/2 keyboard A–12
M
memory
error codes A–3, A–4 solving problems 2–32
MIDI port A–9
Troubleshooting Guide www.hp.com Index–1
Index
monitor
blank screen 2–17 blurry video 2–19 checking connections 2–4 dim characters 2–18
mouse problems 2–25
N
network problems 2–29 numeric codes
A–2
O
optical drive problems 2–34
P
parallel port A–5 password
clearing B–1 features B–1 power-on B–1 resetting jumper B–2 setup B–1
POST
error messages A–1 modes A–1
power-on password B–1 printer problems problems
audio 2–21 CD-ROM and DVD 2–34 diskette 2–11 DiskOnKey 2–36 display 2–17 general 2–5 hard drive 2–14 installing hardware 2–27
2–24
Internet access 2–36 keyboard 2–25 memory 2–32 minor 2–3 mouse 2–26 network 2–29 optical drives 2–34 power supply 2–8 printer 2–24 software 2–40
processor error codes A–4, A–8
Q
Quick Boot A–1
R
Remote Diagnostics Enabling Agent
installing 1–12 overview 1–11 running 1–12
resetting
CMOS B–1 password jumper B–1
RTC battery A–3
S
security password B–1 serial port setup password SMART Hard Drive software problems software, protecting and restoring system board, error codes
A–8
B–1
A–9
2–40
1–12
A–2
W
Wake-on-LAN feature 2–29
Index–2 www.hp.com Troubleshooting Guide
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