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.
© 2003 Hewlett-Packard Company
© 2003 Hewlett-Packard Development Company, L.P.
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.
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companies.
Hewlett-Packard Company shall not be liable for technical or editorial errors or
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information in this document is provided “as is” without warranty of any kind,
including, but not limited to, the implied warranties of merchantability and
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WARNING: Text set off in this manner indicates that failure to follow
Å
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
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.
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.
1–2 www.hp.com Troubleshooting Guide
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.
1–4 www.hp.com Troubleshooting Guide
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
Troubleshooting Guide www.hp.com 1–5
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 .
1–6 www.hp.com Troubleshooting Guide
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.
Troubleshooting Guide www.hp.com 1–7
Computer Diagnostic Features
❏ The Log tab lists tests run on the system, the numbers of
times each test has run, the number of errors found on each
test, and the total run time of each test.
❏ The Error tab lists all errors found on the computer with
their error codes.
7. To save a test report:
❏ Select the Log tab Save button to save a Log tab report.
❏ Select the Error tab Save button to save an Error tab report.
8. To print a test report:
❏ If the report is on the Log tab, select File > Save As, then
print the file from the selected folder.
❏ If the report is on the Error tab, select the Error tab Print
button.
9. If errors are found, click the Error tab to display more detailed
information and recommended actions. By following the
recommended actions, you may be able to solve some problems
yourself.
10. Click Print or save the error information in case you need to
contact an authorized dealer, reseller, or service provider for
assistance.
11. To exit Diagnostics for Windows, click File, then click Exit.
1–8 www.hp.com Troubleshooting Guide
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
Troubleshooting Guide www.hp.com 1–9
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.
1–10 www.hp.com Troubleshooting Guide
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.
1–12 www.hp.com Troubleshooting Guide
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.
2–2 www.hp.com Troubleshooting Guide
✎
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
Troubleshooting Guide www.hp.com 2–3
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.
2–4 www.hp.com Troubleshooting Guide
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.
2–6 www.hp.com Troubleshooting Guide
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.
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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.
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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.
2–14 www.hp.com Troubleshooting Guide
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.
2–18 www.hp.com Troubleshooting Guide
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.”
2–22 www.hp.com Troubleshooting Guide
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.
2–24 www.hp.com Troubleshooting Guide
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.
2–26 www.hp.com Troubleshooting Guide
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.
2–28 www.hp.com Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Network Problems
Some common causes and solutions for network problems are listed
in the following table. These guidelines do not discuss the process of
debugging the network cabling.
Solving Network Problems
Problem Cause Solution
Wake-on-LAN feature is
not functioning.
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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