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

directions could result in bodily harm or loss of life.

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

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

Troubleshooting Guide

Compaq Business Desktops

d530, d330, and d325 Models

Second Edition (May 2003) Document Part Number: 312969-002

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

iv www.hp.com Troubleshooting Guide

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.

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

✎

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

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.

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,

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

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

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.

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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.

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