HP COMPAQ DX2310, COMPAQ DX2318 User Manual

Troubleshooting Guide

HP Compaq Business Desktops

dx2310/dx2318 Microtowers Models

Document Part Number: 480673-001

February 2008

This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

© Copyright 2008 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.

Microsoft and Windows are trademarks of Microsoft Corporation in the U.S.
and other countries.

The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be liable
for technical or editorial errors or omissions contained herein.

This document contains proprietary information that is protected by copyright.
No part of this document may be photocopied, reproduced, or translated to
another language without the prior written consent of Hewlett-Packard
Company.

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

Å

directions could result in bodily harm or loss of life.

CAUTION:

Ä

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

Troubleshooting Guide

HP Compaq Business Desktops

dx2310/dx2318 Microtowers Models

First Edition (February 2008)
Document Part Number: 480673-001

* dx2318 is for China only.

Contents

1 Computer Diagnostic Features

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

Accessing HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Survey Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5

Log Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6

Saving and Printing Information in HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–6

Downloading the Latest Version of HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–7

2 Troubleshooting

Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9

Interpreting Diagnostic Lights and Audible Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–13

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14

Troubleshooting Guide www.hp.com iii

Computer Diagnostic Features

HP Insight Diagnostics

HP Insight Diagnostics is included on CD with some computer

✎

models only.

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

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

1

Use HP Insight Diagnostics to determine if all the devices installed on
the computer are recognized by the system and functioning properly.
Running tests is optional but recommended after installing or
connecting a new device.

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

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

✎

Troubleshooting Guide www.hp.com 1–1

Accessing HP Insight Diagnostics

You must boot to the Documentation and Diagnostics CD, as
described in the steps below, to access HP Insight Diagnostics.

1. While the computer is on, insert the Documentation and
Diagnostics CD into an optical drive on the computer.

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

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

If the system does not boot to the CD in the optical drive, you may

✎

need to change the boot order in the Computer Setup (F10) utility so
that the system attempts to boot to the optical drive before booting to
the hard drive. Refer to the Computer Setup (F10) Utility Guide on
the Documentation and Diagnostics CD for more information.

Computer Diagnostic Features

4. When prompted, press the
mode or any other key if you want to operate in Regular mode.

Regular mode is the default mode if no keys are pressed within the

✎

specified time frame. If the screen remains blank after pressing any
key other than Y, try rebooting and select safe mode when prompted.

5. Select the appropriate language and click Continue.

It is recommended that you accept the assigned default keyboard for

✎

your language unless you want to test your specific keyboard.

6. In the End User License Agreement page, click Agree if you
agree with the terms. The HP Insight Diagnostics utility launches
with the Survey tab displayed.

Y key if you want to operate in Safe

Troubleshooting Guide www.hp.com 1–2

Survey Tab

Computer Diagnostic Features

The Survey tab displays important system configuration information.
In the View section on the left side of the screen, you can select the

Summary view to see limited configuration data or select the
Advanced view to see all the data in the selected category. Regardless

of whether you choose Advanced or Summary, the following
categories of information are available on the Survey tab:

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

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

Architecture—Provides system BIOS and PCI device information.

Asset Control—Shows asset tag, system serial number, and

processor information.

Communication—Shows information about the computer parallel
(LPT) and serial (COM) port settings, plus USB and network
controller information.

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

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

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

Miscellaneous—Shows information obtained from the computer
configuration memory (CMOS), system management BIOS data,
system board data, and diagnostics component information.

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

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

Troubleshooting Guide www.hp.com 1–3

Test Tab

Computer Diagnostic Features

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

There are two test modes to choose from:

■ Interactive Mode—Provides maximum control over the testing

process. The diagnostic software will prompt you for input during
tests that require your interaction.You may also determine
whether the test passed or failed.

■ Unattended Mode—Does not display prompts and requires no

interaction. If errors are found, they are displayed when testing is
complete.

There are three types of tests to choose from:

■ Quick Test—Provides a predetermined script where a sample of

each hardware component is exercised and requires no user
intervention in either Unattended or Interactive mode.

■ Complete Test—Provides a predetermined script where each

hardware component is fully tested. There are more tests
available in the Interactive mode, but these require user
intervention.

■ Custom Test—Provides the most flexibility in controlling the

testing of a system. The Custom Test mode allows you to
specifically select which devices, tests, and test parameters are
run.

To begin testing:

1. Select the Test tab.

2. On the left side of the tab, select the Type of Test to perform
(Quick, Complete, or Custom).

3. On the left side of the tab, select the Te s t M od e (Interactive or
Unattended).

4. Select the device to be tested from the drop-down list.

Troubleshooting Guide www.hp.com 1–4

Status Tab

Computer Diagnostic Features

5. Choose how you want the test to be executed, either Number of
Loops or Tot al Tes t Ti m e. When choosing to run the test over a

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

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

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

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

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

The Status tab also shows:

■ The devices being tested

■ The tests that are running

■ The overall elapsed time

■ The individual elapsed test times

■ The condition status of each test

Troubleshooting Guide www.hp.com 1–5