HP Compaq MultiSeat ms6000 Troubleshooting Manual

Troubleshooting Guide

HP Compaq MultiSeat ms6000 Desktop

© Copyright 2009 Hewlett-Packard
Development Company, L.P. The
information contained herein is subject to
change without notice.

Microsoft and Windows are either
trademarks or registered trademarks of
Microsoft Corporation in the United States
and/or 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.

Troubleshooting Guide

HP Compaq MultiSeat ms6000 Desktop

First Edition (November 2009)

Document Part Number: 593680-001

About This Book

WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily

harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage

to equipment or loss of information.

NOTE: Text set off in this manner provides important supplemental information.

ENWW iii

iv About This Book ENWW

Table of contents

1 Protecting the Software

2 Troubleshooting Without Diagnostics

Safety and Comfort .............................................................................................................................. 2

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

Helpful Hints ......................................................................................................................................... 3

Solving General Problems .................................................................................................................... 5

Solving Power Problems ...................................................................................................................... 9

Solving Hard Drive Problems ............................................................................................................. 10

Solving Media Card Reader Problems ............................................................................................... 13

Solving Display Problems ................................................................................................................... 14

Solving Audio Problems ..................................................................................................................... 18

Solving Printer Problems .................................................................................................................... 20

Solving Keyboard and Mouse Problems ............................................................................................ 21

Solving Hardware Installation Problems ............................................................................................. 23

Solving Network Problems ................................................................................................................. 25

Solving Memory Problems ................................................................................................................. 28

Solving Processor Problems .............................................................................................................. 30

Solving CD-ROM and DVD Problems ................................................................................................ 31

Solving USB Flash Drive Problems .................................................................................................... 33

Solving Front Panel Component Problems ........................................................................................ 34

Solving Internet Access Problems ...................................................................................................... 35

Solving Software Problems ................................................................................................................ 36

Contacting Customer Support ............................................................................................................ 37

Appendix A POST Error Messages

POST Numeric Codes and Text Messages ....................................................................................... 39

Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ 46

Appendix B Password Security and Resetting CMOS

Resetting the Password Jumper ........................................................................................................ 51

Clearing and Resetting the CMOS ..................................................................................................... 52

ENWW v

Appendix C Drive Protection System (DPS)

Accessing DPS Through Computer Setup ......................................................................................... 54

Index ................................................................................................................................................................... 56

vi ENWW

1 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.

ENWW 1

2 Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as 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.

NOTE: 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 on page 38.

Safety and Comfort

WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment

may result in discomfort or serious injury. Refer to the Safety & Comfort Guide at

http://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 the Safety & Regulatory
Information guide.

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the
exact problem before calling for technical support.

●

Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide
for more information.

●

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights
are error codes that will help you diagnose the problem. Refer to Appendix A,

POST Error

Messages on page 38 for more information.

●

If the screen is blank, plug the monitor into a different video port on the computer if one is available.
Or, replace 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.

●

Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When
booting the operating system, use “Last Known Configuration.”

2 Chapter 2 Troubleshooting Without Diagnostics ENWW

●

Refer to the comprehensive online technical support at

http://www.hp.com/support.

●

Refer to

Helpful Hints on page 3 in this guide.

Access the Business Support Center (BSC) at

http://www.hp.com/go/bizsupport for the latest online

support information, software and drivers, proactive notification, and worldwide community of peers and
HP experts.

If it becomes necessary to call for technical assistance, 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 HP Compaq MultiSeat ms6000 Desktop, the computer serial number, product ID
number, and monitor serial number before calling.

●

Spend time troubleshooting the problem with the service technician.

●

Remove any hardware that was recently added to your system.

●

Remove any software that was recently installed.

NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized service

provider or dealer.

Helpful Hints

If you encounter 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 that the computer is turned on and the green power light is on.

●

Check that the monitor is turned on and the green monitor light is on.

●

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights
are error codes that will help you diagnose the problem. Refer to Appendix A,

POST Error

Messages on page 38 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 the power cord, wait a few seconds, then plug it in again. The computer will
restart if it is set to automatic start after power loss in Computer Setup as soon as power is restored.
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 on page 23 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.

ENWW Helpful Hints 3

●

Remove all bootable media (CD or USB device) 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 PCI-Express adapters) installed
(embedded video on some 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 Setup.

CAUTION: When the computer is plugged into an AC power source, there is always voltage applied

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

4 Chapter 2 Troubleshooting Without Diagnostics ENWW

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.

WARNING! When the computer is plugged into an AC power source, voltage is always applied to the

system board. To reduce the risk of personal injury from electrical shock 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.

Table 2-1 Solving General Problems

Computer appears locked up and will not turn off when the power button is pressed.

Cause

Solution

Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds

until the computer turns off.

2. Disconnect the power cord from the electrical outlet.

Computer will not respond to USB keyboard or mouse.

Cause

Solution

Computer is in standby mode. To resume from standby mode, press the power button or

press any key.

CAUTION: When attempting to resume from standby mode,

do not hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

System has locked up. Restart computer.

Computer date and time display is incorrect.

Cause

Solution

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

NOTE: Connecting the computer to a live AC outlet prolongs

the life of the RTC battery.

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.

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

Cause

Solution

The Num Lock key may be on. 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.

ENWW Solving General Problems 5

There is no sound or sound volume is too low.

Cause

Solution

System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal

system speaker is not muted (this setting does not affect
the external speakers).

2. Make sure the external speakers are properly connected

and powered on and that the speakers' volume control is
set correctly.

3. Use the system volume control available in the operating

system to make sure the speakers are not muted or to
increase the volume.

The audio device may be connected to the wrong jack on the
rear of the computer.

Ensure that the device is connected to the correct jack on the
rear of the computer.

Cannot remove computer cover or access panel.

Cause

Solution

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. Order PN 166527-001 for the wrench­style key or PN 166527-002 for the screwdriver bit key.

Poor performance is experienced.

Cause

Solution

Processor is hot. 1. Make sure airflow to the computer is not blocked. Leave

a 10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.

2. Make sure 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.

Low on memory. Add more memory.

Hard drive fragmented. Defragment hard drive.

Program previously accessed did not release reserved
memory back to the system.

Restart the computer.

Virus resident on the hard drive. Run virus protection program.

Table 2-1 Solving General Problems (continued)

6 Chapter 2 Troubleshooting Without Diagnostics ENWW

Poor performance is experienced.

Cause

Solution

Too many applications running. 1. Close unnecessary applications to free up memory.

2. Add more memory. Some applications run in the

background and can be closed by right-clicking on their
corresponding icons in the task tray. To prevent these
applications from launching at startup, go to Start >
Run and type msconfig. On the Startup tab of the
System Configuration Utility, clear applications that you
do not want to launch automatically.

Some software applications, especially games, are stressful
on the graphics subsystem

1. Lower the display resolution for the current application or

consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.

2. Add more memory.

3. Upgrade the graphics solution.

Cause unknown. Restart the computer.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two
second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).

Cause

Solution

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.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

Table 2-1 Solving General Problems (continued)

ENWW Solving General Problems 7

System does not power on and the LEDs on the front of the computer are not flashing.

Cause

Solution

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. Remove the expansion cards one at a time until the

5V_aux light on the system board turns on.

2. 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 5V_aux light on the system board is

turned on. If it is turned on, then replace the power button
harness.

5. If the 5V_aux light on the system board is off, then replace

the power supply.

6. Replace the system board.

Table 2-1 Solving General Problems (continued)

8 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Power Problems

Common causes and solutions for power problems are listed in the following table.

Table 2-2 Solving Power Problems

Power supply shuts down intermittently.

Cause

Solution

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

Contact an authorized service provider to replace the power
supply.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two
second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

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.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Power failure (power supply is overloaded). 1. Open the hood and ensure the 4- or 6-wire power supply

cable is seated into the connector on the system board.

2. Check if a device is causing the problem by removing ALL

attached devices (such as hard 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.

3. Replace the power supply.

4. Replace the system board.

ENWW Solving Power Problems 9

Solving Hard Drive Problems

Table 2-3 Solving Hard Drive Problems

Hard drive error occurs.

Cause

Solution

Hard disk has bad sectors or has failed. 1. Right-click Start, click Open Windows Explorer, and

select a drive.

Select Properties then select the Tools tab. Under

Error-checking click Check Now.

2. Use a utility to locate and block usage of bad sectors. If

necessary, reformat the hard disk.

Disk transaction problem.

Cause

Solution

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

Right-click Start, click Open Windows Explorer, and select a
drive.

Select Properties then select the Tools tab. Under Error-

checking click Check Now.

Drive not found (identified).

Cause

Solution

Cable could be loose. Check cable connections.

The system may not have automatically recognized a newly
installed device.

See reconfiguration directions in the Solving Hardware

Installation Problems on page 23. 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, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.

The device is attached to a SATA port that has been hidden in
Computer Setup.

Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.

Drive responds slowly after initial power up. Run Computer Setup and increase the POST Delay in

Advanced > Power-On Options.

Nonsystem disk/NTLDR missing message.

Cause

Solution

The system is trying to start from a media device that is not
bootable.

Remove the media device from the drive.

10 Chapter 2 Troubleshooting Without Diagnostics ENWW

Nonsystem disk/NTLDR missing message.

Cause

Solution

The system is trying to start from the hard drive but the hard
drive may have been damaged.

1. Insert a bootable media device into the drive and restart

the computer.

2. Check the hard drive format using fdisk: If NTFS

formatting, use a third party reader to evaluate the drive.
If FAT32 formatting, the hard drive cannot be accessed.

System files missing or not properly installed. 1. Insert a bootable media device into the drive and restart

the computer.

2. Check the hard drive format using Fdisk: If NFTFS

formatting, use a third party reader to evaluate the drive.
If FAT32 formatting, the hard drive cannot be accessed.

3. Install system files for the appropriate operating system.

Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry

in the Storage > Boot Order list.

Bootable hard drive is not attached as first in a multi-hard drive
configuration.

If attempting to boot from a hard drive, ensure it is attached to
the system board connector labeled SATA 0.

Bootable hard drive's controller is not listed first in the Boot
Order.

Run the Computer Setup utility and select Storage > Boot
Order and ensure the bootable hard drive's controller is listed
immediately under the Hard Drive entry.

Computer will not boot from hard drive.

Cause

Solution

The device is attached to a SATA port that has been hidden in
Computer Setup.

Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.

Boot order is not correct. Run the Computer Setup utility and change boot sequence in

Storage > Boot Order.

Hard Drive's “Emulation Type” is set to “None.” Run the Computer Setup utility and change the “Emulation

Type” to “Hard Disk” in the device's details under Storage >
Device Configuration.

Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if

any beeps are heard. See Appendix A,

POST Error
Messages on page 38 to determine possible causes for the

blinking red and beep codes.

See the Worldwide Limited Warranty for terms and conditions.

Computer seems to be locked up.

Cause

Solution

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.

Table 2-3 Solving Hard Drive Problems (continued)

ENWW Solving Hard Drive Problems 11

The removable hard drive has no power to the hard drive enclosure.

Cause

Solution

The lock on the enclosure is not turned to the “ON” position. Insert the key and turn the lock clockwise 90 degrees. The

green LED on the front of the enclosure should be on.

Power cable from the computer power supply to the enclosure
frame is not properly connected.

Check the power supply to make sure it is properly connected
to the rear of the enclosure frame.

The removable hard drive is not recognized by the computer.

Cause

Solution

The removable hard drive carrier is not fully seated in the
enclosure frame or the hard drive is not fully seated in the
carrier.

Push the carrier into the enclosure frame so that the connector
on the rear of the frame is properly seated. If this does not solve
the problem, turn off the computer, remove the carrier, and
check to see if the connector on the hard drive is properly
seated in the carrier.

The removable hard drive enclosure is beeping and the green LED is flashing.

Cause

Solution

Fan failure alarm on the removable hard drive enclosure has
been activated.

Shut down the computer and contact HP for a replacement
enclosure.

Table 2-3 Solving Hard Drive Problems (continued)

12 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Media Card Reader Problems

Table 2-4 Solving Media Card Reader Problems

A write-protected or locked error occurs when attempting to write to the media card.

Cause

Solution

Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.

If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located
on the bottom of the Memory Stick/PRO card is not in the
locked position.

Can not write to the media card.

Cause

Solution

The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your

card to see if it writable. Refer to the previous section for a list
of compatible cards.

Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.

If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located
on the bottom of the Memory Stick/PRO card is not in the
locked position.

Unable to access data on the media card after inserting it into a slot.

Cause

Solution

The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.

Ensure that the card is inserted properly with the gold contact
on the correct side. The green LED will light if inserted properly.

Do not know how to remove a media card correctly.

Cause

Solution

The computer’s software is used to safely eject the card. Click Start > Computer, right-click on the corresponding drive

icon, and select Eject. Then pull the card out of the slot.

NOTE: Never remove the card when the green LED is

flashing

After inserting a media card in the reader, the computer attempts to boot from the media card.

Cause

Solution

The inserted media card has boot capability. If you do not want to boot from the media card, remove it during

boot or do not select the option to boot from the inserted media
card during the boot process.

ENWW Solving Media Card Reader Problems 13

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.

Table 2-5 Solving Display Problems

Blank screen (no video).

Cause

Solution

Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.

Bad monitor. Try a different monitor.

The cable connections are not correct. Check the cable connection from the monitor to the computer

and to the electrical outlet.

You may have a screen blanking utility installed or energy
saver features are enabled.

Press any key or click the mouse button and, if set, type your
password.

System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).

Reflash the system ROM with the latest BIOS image. See the
“Boot Block Emergency Recovery Mode” section of the
Desktop Management Guide for more information

You are using a fixed-sync monitor and it will not sync at the
resolution chosen.

Be sure that the monitor can accept the same horizontal scan
rate as the resolution chosen.

Computer is in standby mode. Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode,

do not hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

Monitor cable is plugged into the wrong connector. If the computer system has both an integrated graphics

connector and an add-in graphics card connector, plug the
monitor cable into the graphics card connector on the back of
the computer.

Monitor settings in the computer are not compatible with the
monitor.

1. In the Control Panel, under Appearance and

Personalization, under Display, select Adjust screen
resolution.

2. Use the sliding control to reset the resolution.

Monitor is configured to use an input that is not active. Use the monitor's on-screen menu controls to select the input

that is being driven by the system. Refer to the monitor's user
documentation for more information on the on-screen controls
and settings.

Cannot enable integrated graphics after installing a PCI Express graphics card.

Cause

Solution

On systems with Intel integrated graphics, the integrated
graphics cannot be enabled after installing a PCI Express x16.

The integrated graphics can be enabled in Computer Setup if
a PCI or PCI Express x1 graphics card is installed, but it cannot
be enabled if there is a graphics card in the PCI Express x16
slot.

On systems with AMD integrated graphics, the integrated
graphics can be enabled in Computer Setup only if an AMD
PCI Express x16 graphics card is installed.

On systems with AMD integrated graphics, install an AMD PCI
Express x16 graphics card and enable the integrated graphics
in Computer Setup.

14 Chapter 2 Troubleshooting Without Diagnostics ENWW

Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the
computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Pre-video memory error. 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.

Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the
computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Pre-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.

Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and
the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

System board failure (ROM detected failure prior to video). Replace the system board.

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

Cause

Solution

Monitor without energy saver capabilities is being used with
energy saver features enabled.

Disable monitor energy saver feature.

Dim characters.

Cause

Solution

The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.

Cables are not properly connected. Check that the graphics cable is securely connected to the

graphics card and the monitor.

Table 2-5 Solving Display Problems (continued)

ENWW Solving Display Problems 15

Blurry video or requested resolution cannot be set.

Cause

Solution

If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.

Install the video drivers included in the upgrade kit.

Monitor is not capable of displaying requested resolution. Change requested resolution.

Graphics card is bad. Replace the graphics card.

The picture is broken up, rolls, jitters, or flashes.

Cause

Solution

The monitor connections may be incomplete or the monitor
may be incorrectly adjusted.

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.

Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came

with the monitor for instructions.

Image is not centered.

Cause

Solution

Position may need adjustment. Press the monitor's Menu button to access the OSD menu.

Select ImageControl/ Horizontal Position or Vertical
Position to adjust the horizontal or vertical position of the
image.

“No Connection, Check Signal Cable” displays on screen.

Cause

Solution

Monitor video cable is disconnected. Connect the video cable between the monitor and computer.

CAUTION: Ensure that the computer power is off while

connecting the video cable.

“Out of Range” displays on screen.

Cause

Solution

Video resolution and refresh rate are set higher than what the
monitor supports.

Restart the computer and enter Safe Mode. Change the
settings to a supported setting then restart the computer so that
the new settings take effect.

Table 2-5 Solving Display Problems (continued)

16 Chapter 2 Troubleshooting Without Diagnostics ENWW

Vibrating or rattling noise coming from inside a CRT monitor when powered on.

Cause

Solution

Monitor degaussing coil has been activated. 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.

Cause

Solution

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.

High pitched noise coming from inside a flat panel monitor.

Cause

Solution

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).

Cause

Solution

Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.

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 SP32347 or SP32202:

http://www.hp.com/support

Graphics card is not seated properly or is bad. 1. Reseat the graphics card.

2. Replace the graphics card.

Certain typed symbols do not appear correct.

Cause

Solution

The font you are using does not support that particular symbol. Use the Character Map to locate 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.

Table 2-5 Solving Display Problems (continued)

ENWW Solving Display Problems 17

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.

Table 2-6 Solving Audio Problems

Sound cuts in and out.

Cause

Solution

Processor resources are being used by other open
applications.

Shut down all open processor-intensive applications.

Sound does not come out of the speaker or headphones.

Cause

Solution

Software volume control is turned down or muted. 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.

Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security >

Device Security > System Audio.

The external speakers are not turned on. Turn on the external speakers.

The audio device may be connected to the wrong jack. Ensure that the device is connected to the correct jack on the

computer. The speakers should be plugged into the rear line­out jack and the headphones should be plugged into the front
headphone jack.

External speakers plugged into the wrong audio jack on a
recently installed sound card.

See the sound card documentation for proper speaker
connection.

Headphones or devices connected to the line-out connector
mute the internal speaker.

Turn on and use headphones or external speakers, if
connected, or disconnect headphones or external speakers.

Computer is in standby mode. Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode,

do not hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select

Advanced > Device Options > Internal Speaker.

One or more audio solutions are installed in the system. Ensure that your application is set to use the correct audio

device.

Sound from headphones is not clear or muffled.

Cause

Solution

Headphones are plugged into the rear audio output connector.
The rear audio output connector is for powered audio devices
and is not designed for headphone use.

Plug the headphones into the headphone connector on the
front of the computer.

18 Chapter 2 Troubleshooting Without Diagnostics ENWW

Computer appears to be locked up while recording audio.

Cause

Solution

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.

Line-in jack is not functioning properly.

Cause

Solution

Jack has been reconfigured in the audio driver or application
software.

In the audio driver or application software, reconfigure the jack
or set the jack to its default value.

Headphone/Microphone jack on the front of the computer is not functioning properly.

Cause

Solution

Jack has been reconfigured in the audio driver or application
software.

In the audio driver or application software, reconfigure the jack
or set the jack to its default value.

Table 2-6 Solving Audio Problems (continued)

ENWW Solving Audio Problems 19

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.

Table 2-7 Solving Printer Problems

Printer will not print.

Cause

Solution

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. 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.

If you are on a network, you may not have made the connection
to the printer.

Make the proper network connections to the printer.

Printer may have failed. Run printer self-test.

Printer will not turn on.

Cause

Solution

The cables may not be connected properly. Reconnect all cables and check the power cord and electrical

outlet.

Printer prints garbled information.

Cause

Solution

The correct printer driver for the application is not installed. Install the correct printer driver for the application.

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

Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it

back on.

Printer is offline.

Cause

Solution

The printer may be out of paper. Check the paper tray and refill it if it is empty. Select online.

20 Chapter 2 Troubleshooting Without Diagnostics ENWW

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.

Table 2-8 Solving Keyboard Problems

Keyboard commands and typing are not recognized by the computer.

Cause

Solution

Keyboard connector is not properly connected. 1. Click Start, click the arrow on the lower right corner of the

Start menu, then select Shut Down.

2. 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. Shut down your computer using the mouse and then restart

the computer.

Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.

Computer is in standby mode. Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode,

do not hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

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

Cause

Solution

The Num Lock key may be on. 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.

Table 2-9 Solving Mouse Problems

Mouse does not respond to movement or is too slow.

Cause

Solution

Mouse connector is not properly plugged into the back of the
computer.

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 arrow keys to select Log Off > Shut Down and

then press the Enter key.

3. After the shutdown is complete, plug the mouse

connector into the back of the computer (or the keyboard)
and restart.

Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the

computer.

Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the

internal components.

ENWW Solving Keyboard and Mouse Problems 21

Mouse does not respond to movement or is too slow.

Cause

Solution

Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.

Computer is in standby mode. Press the power button to resume from standby mode.

CAUTION: When attempting to resume from standby mode,

do not hold down the power button for more than four seconds.
Otherwise, the computer will shut down and you will lose any
unsaved data.

Mouse will only move vertically, horizontally, or movement is jerky.

Cause

Solution

Mouse roller ball or the rotating encoder shafts that make
contact with the ball are dirty.

Remove roller ball cover from the bottom of the mouse and
clean the internal components with a mouse cleaning kit
available from most computer stores.

Table 2-9 Solving Mouse Problems (continued)

22 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional
drive or expansion card. If you install a plug and play device, Windows automatically recognizes the
device and configures the computer. If you install a non–plug and play device, you must reconfigure the
computer after completing installation of the new hardware. In Windows, use the Add a Device

Wizard and follow the instructions that appear on the screen.

WARNING! When the computer is plugged into an AC power source, voltage is always applied to the

system board. To reduce the risk of personal injury from electrical shock 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.

Table 2-10 Solving Hardware Installation Problems

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

Cause

Solution

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.

Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.

Power switch of new external device is not turned on. Turn off the computer, turn on the external device, then turn on

the computer to integrate the device with the computer system.

When the system advised you of changes to the configuration,
you did not accept them.

Reboot the computer and follow the instructions for accepting
the changes.

A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.

Use Windows 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.

USB ports on the computer are disabled in Computer Setup. Enter Computer Setup (F10) and enable the USB ports.

Computer will not start.

Cause

Solution

Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.

1. Review the Hardware Reference Guide for your 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. Beeps and flashing LEDs are codes for
specific problems.

3. If you still cannot resolve the issue, contact Customer

Support.

ENWW Solving Hardware Installation Problems 23

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system

board, you must unplug the computer power cord before
attempting to reseat, install, or remove a DIMM module.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

NOTE: Refer to the Hardware Reference Guide for your

system for proper DIMM installation instructions.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Graphics card is not seated properly or is bad, or system board
is bad.

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.

Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

Bad option card. 1. Check each option card by removing the cards one at time

(if multiple cards), then power on the system to see if fault
goes away.

2. Once bad card is identified, remove and replace bad

option card.

3. Replace the system board.

Table 2-10 Solving Hardware Installation Problems (continued)

24 Chapter 2 Troubleshooting Without Diagnostics ENWW

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.

Table 2-11 Solving Network Problems

Wake-on-LAN feature is not functioning.

Cause

Solution

Wake-on-LAN is not enabled. 1. Select Start > Control Panel > Network and Internet.

2. Double-click Network Connections.

3. Right-click Local Area Connection. Click Network and

Sharing Center.

4. Double-click Change Adapter Settings.

5. Click Properties.

6. Click Configure.

7. Click the Power Management tab, then select the check

box to Allow this device to wake the computer.

Network driver does not detect network controller.

Cause

Solution

Network controller is disabled. 1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via

Device Manager.

Incorrect network driver. Check the network controller documentation for the correct

driver or obtain the latest driver from the manufacturer’s Web
site.

Network status link light never flashes.

NOTE: The network status light is supposed to flash when there is network activity.

Cause

Solution

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

Network controller is not set up properly. Check for the device status within Windows, such as Device

Manager for driver load and the Network Connections applet
within Windows for link status.

Network controller is disabled. 1. Run Computer Setup and enable network controller.

2. Enable the network controller in the operating system via

Device Manager.

Network driver is not properly loaded. Reinstall network drivers.

System cannot autosense the network. Disable auto-sensing capabilities and force the system into the

correct operating mode.

ENWW Solving Network Problems 25

Computer does not communicate with the network.

Cause

Solution

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 cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.

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.

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the

resource settings for the board.

The network controller is defective. Contact an authorized service provider.

Network drivers are not loaded, or driver parameters do not
match current configuration.

Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.

Make sure the correct network client and protocol is installed.

The network controller is not configured for this computer. Select the Network icon in the Control Panel and configure

the network controller.

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

Cause

Solution

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the

resource settings for the board.

The network controller requires drivers. 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 the embedded NIC.

Under the Computer Setup Advanced menu, change the
resource settings for the board.

Network controller stops working without apparent cause.

Cause

Solution

The files containing the network drivers are corrupted. Reinstall the network drivers.

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. Contact an authorized service provider.

New network card will not boot.

Cause

Solution

New network card may be defective or may not meet industry­standard specifications.

Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.

Table 2-11 Solving Network Problems (continued)

26 Chapter 2 Troubleshooting Without Diagnostics ENWW

Cannot connect to network server when attempting Remote System Installation.

Cause

Solution

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.

System setup utility reports unprogrammed EEPROM.

Cause

Solution

Unprogrammed EEPROM. Contact an authorized service provider.

Table 2-11 Solving Network Problems (continued)

ENWW Solving Network Problems 27

Solving Memory Problems

If you encounter memory problems, some common causes and solutions are listed in the following table.

CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on

the Management Engine (ME) settings on some models). To avoid damage to the DIMMs or the system
board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM
module.

For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Otherwise, the computer will not boot the operating system.

NOTE: On some models. the memory count will be affected by configurations with the Management

Engine (ME) enabled. The ME uses 8MB of system memory in single channel mode or 16MB of memory
in dual-channel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB),
third-party data storage, and other management functions.

Table 2-12 Solving Memory Problems

System will not boot or does not function properly after installing additional memory modules.

Cause

Solution

On Intel systems, A memory module is not installed in the
DIMM1 socket.

Ensure that a memory module is installed in the black DIMM1
socket on the system board. This socket must be populated
with a memory module. Populate DIMM sockets in the
following order for Intel systems: DIMM1, DIMM3, DIMM2,
DIMM4.

On AMD systems, a memory module is not installed in the
system board memory socket.

The sockets must be populated with at least one memory
module. Install memory modules in the following order: XMM4,
XMM3, XMM2, XMM1.

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.

Cause

Solution

Memory configuration may not be set up correctly. Use the Device Manager to check memory configuration.

You have run out of memory to run the application. Check the application documentation to determine the memory

requirements.

Memory count during POST is wrong.

Cause

Solution

The memory modules may not be installed correctly. Check that the memory modules have been installed correctly

and that proper modules are used.

Integrated graphics may use system memory. No action required.

28 Chapter 2 Troubleshooting Without Diagnostics ENWW

Insufficient memory error during operation.

Cause

Solution

Too many Terminate and Stay Resident programs (TSRs) are
installed.

Delete any TSRs that you do not need.

You have run out of memory for the application. Check the memory requirements for the application or add

more memory to the computer.

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Solution

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.

Table 2-12 Solving Memory Problems (continued)

ENWW Solving Memory Problems 29

Solving Processor Problems

If you encounter processor problems, common causes and solutions are listed in the following table.

Table 2-13 Solving Processor Problems

Poor performance is experienced.

Cause

Solution

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.

Power LED flashes Red three times, once every second, followed by a two second pause.

Cause

Solution

Processor is not seated properly or not installed. 1. Check to see that the processor is present.

2. Reseat the processor.

Power LED flashes Red eleven times, once every second, followed by a two second pause.

Cause

Solution

The current processor does not support a feature previously
enabled on this system.

1. Install a TXT capable processor.

2. Disable TXT in the Computer Setup (F10) utility.

3. Reinstall the original processor.

30 Chapter 2 Troubleshooting Without Diagnostics ENWW

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.

Table 2-14 Solving CD-ROM and DVD Problems

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

Cause

Solution

The device is attached to a SATA port that has been hidden in
the Computer Setup utility.

Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.

Removable Media Boot is disabled in the Computer Setup
utility.

Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure CD­ROM is enabled in Storage > Boot Order.

Network Server Mode is enabled in Computer Setup. Run the Computer Setup utility and disable Network Server

Mode in Security > Password Options.

Non-bootable CD in drive. Try a bootable CD in the drive.

Boot order not correct. Run the Computer Setup utility and change boot sequence in

Storage > Boot Order.

Drive not found (identified).

Cause

Solution

Cable could be loose. Check cable connections.

The system may not have automatically recognized a newly
installed device.

See reconfiguration directions in the Solving Hardware

Installation Problems on page 23. 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, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.

The device is attached to a SATA port that has been hidden in
Computer Setup.

Run the Computer Setup utility and ensure Device Available
is selected for the device's SATA port in Security > Device
Security.

Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in

Advanced > Power-On Options.

CD-ROM or DVD devices are not detected or driver is not loaded.

Cause

Solution

Drive is not connected properly or not properly configured. See the documentation that came with the optional device.

ENWW Solving CD-ROM and DVD Problems 31

Movie will not play in the DVD drive.

Cause

Solution

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

Decoder software is not installed. Install decoder software.

Damaged media. Replace media.

Movie rating locked out by parental lock. Use DVD software to remove parental lock.

Media installed upside down. Reinstall media.

Cannot eject compact disc (tray-load unit).

Cause

Solution

Disc not properly seated in the drive. 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.

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.

Cause

Solution

Media has been inserted upside down. Re-insert the media with the label facing up.

The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.

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.

CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most

computer stores.

Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.

2. Restart the computer and let Windows detect the CD or

DVD driver.

Recording or copying CDs is difficult or impossible.

Cause

Solution

Wrong or poor quality media type. 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.

Table 2-14 Solving CD-ROM and DVD Problems (continued)

32 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving USB Flash Drive Problems

If you encounter USB flash drive problems, common causes and solutions are listed in the following
table.

Table 2-15 Solving USB Flash Drive Problems

USB flash drive is not seen as a drive letter in Windows.

Cause

Solution

The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows.

USB flash drive not found (identified).

Cause

Solution

The device is attached to a USB port that has been hidden in
Computer Setup.

Run the Computer Setup utility and ensure that “Device
Available” is selected for the USB Ports under Security >
Device Security.

The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before

applying power to the system

System will not boot from USB flash drive.

Cause

Solution

Boot order is not correct. Run the Computer Setup utility and change boot sequence in

Storage > Boot Order.

Removable Media Boot is disabled in the Computer Setup
utility.

Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure USB
is enabled in Storage > Boot Order.

The image on the device is not bootable. Follow the procedures described in the “ROM Flash:

Replicating the Setup: Creating a Bootable Device: Supported
USB Flash Media Device” section of the Service Reference
Guide.

The computer boots to DOS after making a bootable flash drive.

Cause

Solution

Flash drive is bootable. Install the flash drive only after the operating system boots.

ENWW Solving USB Flash Drive Problems 33

Solving Front Panel Component Problems

If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.

Table 2-16 Solving Front Panel Component Problems

A USB device, headphone, or microphone is not recognized by the computer.

Cause

Solution

Device is not properly connected. 1. Turn off the computer.

2. Reconnect the device to the front of the computer and

restart the computer.

The device does not have power. If the USB device requires AC power, be sure one end is

connected to the device and one end is connected to a live
outlet.

The correct device driver is not installed. 1. Install the correct driver for the device.

2. You might need to reboot the computer.

The cable from the device to the computer does not work. 1. If possible, replace the cable.

2. Restart the computer.

The device is not working. 1. Replace the device.

2. Restart the computer.

USB ports on the computer are disabled in Computer Setup. Enter Computer Setup (F10) and enable the USB ports.

34 Chapter 2 Troubleshooting Without Diagnostics ENWW

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.

Table 2-17 Solving Internet Access Problems

Unable to connect to the Internet.

Cause

Solution

Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance.

Modem is not set up properly. Reconnect the modem. Verify the connections are correct

using the quick setup documentation.

Web browser is not set up properly. Verify that the Web browser is installed and set up to work with

your ISP.

Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light

on the front of the cable/DSL modem.

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 UTP cable is disconnected. Connect the CAT5 UTP 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.)

IP address is not configured properly. Contact your ISP for the correct IP address.

Cookies are corrupted. (A “cookie” is a small piece of
information that a Web server can store temporarily with the
Web browser. This is useful for having the browser remember
some specific information that the Web server can later
retrieve.)

1. Select Start > Control Panel.

2. Click Network and Internet.

3. Click Internet Options.

4. In the Browsing history section on the General tab, click

the Delete button.

5. Click the Delete cookies button.

Cannot automatically launch Internet programs.

Cause

Solution

You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.

ENWW Solving Internet Access Problems 35

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.

If you encounter software problems, see the applicable solutions listed in the following table.

Table 2-18 Solving Software Problems

Computer will not continue and no HP logo screen has appeared.

Cause

Solution

POST error has occurred. Observe the beeps and LED lights on the front of the computer.

See Appendix A,

POST Error Messages on page 38 to

determine possible causes.

See the Restore Kit or the Worldwide Limited Warranty for
terms and conditions.

Computer will not continue after HP logo screen has appeared.

Cause

Solution

System files may be damaged. Press the F11 key at startup to boot into the recovery partition

and run a factory restore.

CAUTION: Restoring the system will erase all data on the

hard drive. Be sure to back up all data files before running the
restore process.

“Illegal Operation has Occurred” error message is displayed.

Cause

Solution

Software being used is not Microsoft-certified for your version
of Windows.

Verify that the software is certified by Microsoft for your version
of Windows (see program packaging for this information).

Configuration files are corrupt. If possible, save all data, close all programs, and restart the

computer.

36 Chapter 2 Troubleshooting Without Diagnostics ENWW

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you,
visit

http://www.hp.com.

NOTE: 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.

Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical
assistance.

ENWW Contacting Customer Support 37

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 F10 or

F12). The default mode is POST Message 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.

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.

NOTE: For more information on Computer Setup, see the Computer Setup (F10) Utility Guide.

38 Appendix A POST Error Messages ENWW

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.

NOTE: The computer will beep once after a POST text message is displayed on the screen.

Table A-1 Numeric Codes and Text Messages

Control panel message Description Recommended action

101-Option ROM Checksum Error System ROM or expansion board option

ROM checksum.

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 on page 50.)

5. If the message disappears, there may

be a problem with the expansion card.

6. Replace the system board.

103-System Board Failure DMA or timers. 1. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 50.)

2. Remove expansion boards.

3. Replace the system board.

110-Out of Memory Space for Option ROMs Recently added PCI expansion card contains

an option ROM too large to download during
POST.

1. If a PCI expansion card was recently

added, remove it to see if the problem
remains.

2. In Computer Setup, set Advanced >

Device Options > NIC PXE Option
ROM Download to DISABLE to prevent

PXE option ROM for the internal NIC
from being downloaded during POST to
free more memory for an expansion
card's option ROM. Internal PXE option
ROM is used for booting from the NIC to
a PXE server.

162-System Options Not Set Configuration incorrect.

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

Run Computer Setup and check the
configuration in Advanced > Onboard
Devices.

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.

ENWW POST Numeric Codes and Text Messages 39

Control panel message Description Recommended action

163-Time & Date Not Set Invalid time or date in configuration memory.

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

Reset the date and time under Control
Panel (Computer Setup can also be used). 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.

163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS

jumper if applicable.

164-Memory Size Error Memory amount has changed since the last

boot (memory added or removed).

Press the F1 key to save the memory
changes.

164-Memory Size Error Memory configuration incorrect. 1. Run Computer Setup.

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.

201-Memory Error RAM failure. 1. Ensure memory modules are correctly

installed.

2. Verify proper memory module type.

3. Remove and replace the identified faulty

memory module(s).

4. If the error persists after replacing

memory modules, replace the system
board.

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.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace DIMM with a module

conforming to the SPD standard.

214-DIMM Configuration Warning Populated DIMM Configuration is not

optimized.

Rearrange the DIMMs so that each channel
has the same amount of memory.

215-DIMM Configuration Error Populated DIMM configuration is not

optimized.

Remove power from the system and reinstall
memory modules. On AMD systems,
populate modules starting with slot XMM4,
then XMM3, followed by slots XMM2 and
XMM1. On Intel systems, populate modules
starting with slot DIMM1, then DIMM3,
followed by slots DIMM2 and DIMM4.

219-ECC Memory Module Detected ECC
Modules not supported on this Platform

Recently added memory module(s) support
ECC memory error correction.

1. If additional memory was recently

added, remove it to see if the problem
remains.

2. Check product documentation for

memory support information.

Table A-1 Numeric Codes and Text Messages (continued)

40 Appendix A POST Error Messages ENWW

Control panel message Description 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 I/O board keyboard controller. 1. Reconnect keyboard with computer

turned off.

2. Replace the system board.

304-Keyboard or System Unit Error 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.

501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable).

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 50.)

3. Verify monitor is attached and turned

on.

4. Replace the graphics card (if possible).

510-Flash Screen Image Corrupted Flash Screen image has errors. Reflash the system ROM with the latest BIOS

image.

511-CPU Fan not detected CPU fan is not connected or may have

malfunctioned.

1. Reseat CPU fan.

2. Reseat fan cable.

3. Replace CPU fan.

512-Rear Chassis Fan not detected Rear chassis fan is not connected or may

have malfunctioned.

1. Reseat rear chassis fan.

2. Reseat fan cable.

3. Replace rear chassis fan.

513-Front Chassis Fan not detected Front chassis fan is not connected or may

have malfunctioned.

1. Reseat front chassis fan.

2. Reseat fan cable.

3. Replace front chassis fan.

515-Power Supply Fan not detected Power supply fan is not connected or may

have malfunctioned.

1. Reseat power supply fan.

2. Reseat fan cable.

3. Replace power supply fan.

Table A-1 Numeric Codes and Text Messages (continued)

ENWW POST Numeric Codes and Text Messages 41

Control panel message Description Recommended action

605-Diskette Drive Type Error Mismatch in drive type. 1. Disconnect any other diskette controller

devices (tape drives).

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 50.)

660-Display cache is detected unreliable Integrated graphics controller display cache

is not working properly and will be disabled.

Replace system board if minimal graphics
degrading is an issue.

912-Computer Cover Has Been Removed
Since Last System Startup

Computer cover was removed since last
system startup.

No action required.

917-Front Audio Not Connected Front audio harness has been detached or

unseated from motherboard.

Reconnect or replace front audio harness.

921-Front USB 1 Not Connected Front USB harness has been detached or

unseated from motherboard.

Reconnect or replace front USB harness.

922-Front USB 1 Not Connected Front USB harness has been detached or

unseated from motherboard.

Reconnect or replace front USB harness.

921-Device in PCI Express slot failed to
initialize

There is an incompatibility/problem with this
device and the system or PCI Express Link
could not be retrained to an x1.

Try rebooting the system. If the error
reoccurs, the device may not work with this
system

1151-Serial Port A Address Conflict Detected Both external and internal serial ports are

assigned to COM1.

1. Remove any serial port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 50.)

3. Reconfigure card resources and/or run

Computer Setup.

1152-Serial Port B Address Conflict Detected Both external and internal serial ports are

assigned to COM2.

1. Remove any serial port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 50.)

3. Reconfigure card resources and/or run

Computer Setup.

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 on page 50.)

3. Reconfigure card resources and/or run

Computer Setup.

Table A-1 Numeric Codes and Text Messages (continued)

42 Appendix A POST Error Messages ENWW

Control panel message Description Recommended action

1720-SMART Hard Drive Detects Imminent
Failure

Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix
an erroneous error message.)

1. Determine if hard drive is giving correct

error message. Enter Computer Setup
and run the Drive Protection System test
under Storage > DPS Self-test.

2. Apply hard drive firmware patch

if applicable. (Available at

http://www.hp.com/support.)

3. Back up contents and replace hard

drive.

1796-SATA Cabling Error One or more SATA devices are improperly

attached. For optimal performance, the SATA
0 and SATA 1 connectors must be used
before SATA 2 and SATA 3.

Ensure SATA connectors are used in
ascending order. For one device, use SATA

0. For two devices, use SATA 0 and SATA 1.

For three devices, use SATA 0, SATA 1, and
SATA 2.

1797-SATA Drivelock is not supported in
RAID mode.

Drivelock is enabled on one or more SATA
hard drives, and they cannot be accessed
while the system is configured for RAID
mode.

Either remove the Drivelocked SATA device
or disable the Drivelock feature. To disable
the Drivelock feature, enter Computer Setup,
change Storage > Storage Options > SATA

Emulation to IDE, and select File > Save
Changes and Exit. Reenter Computer Setup

and select Security > Drivelock Security.
For each listed Drivelock-capable SATA
device, ensure Drivelock is Disabled. Lastly,
change Storage > Storage Options > SATA

Emulation back to RAID and select File >
Save Changes and Exit.

1801-Microcode Patch Error Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version.

2. Change the processor.

2200-PMM Allocation Error during MEBx
Download

Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.

1. Reboot the computer.

2. Unplug the power cord, re-seat the

memory modules, and reboot the
computer.

3. If the memory configuration was

recently changed, unplug the computer,
restore the original memory
configuration, and reboot the computer.

4. If the error persists, replace the system

board.

2201-MEBx Module did not checksum
correctly

Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.

1. Reboot the computer.

2. Unplug the power cord, re-seat the

memory modules, and reboot the
computer.

3. If the memory configuration was

recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.

4. If the error persists, replace the system

board.

Table A-1 Numeric Codes and Text Messages (continued)

ENWW POST Numeric Codes and Text Messages 43

Control panel message Description Recommended action

2202-PMM Deallocation Error during MEBx
cleanup

Memory error during POST execution of the
Management Engine (ME) BIOS Extensions
option ROM.

1. Reboot the computer.

2. Unplug the power cord, re-seat the

memory modules, and reboot the
computer.

3. If the memory configuration was

recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.

4. If the error persists, replace the system

board.

2203-Setup error during MEBx execution MEBx selection or exit resulted in a setup

failure.

1. Reboot the computer.

2. Unplug the power cord, re-seat the

memory modules, and reboot the
computer.

3. If the memory configuration was

recently changed, unplug the power
cord, restore the original memory
configuration, and reboot the computer.

4. If the error persists, replace the system

board.

2204-Inventory error during MEBx execution BIOS information passed to the MEBx

resulted in a failure.

1. Reboot the computer.

2. If the error persists, update to the latest

BIOS version.

3. If the error still persists, replace the

system board.

2205-Interface error during MEBx execution MEBx operation experienced a hardware

error during communication with ME.

1. Reboot the computer.

2. If the error persists, update to the latest

BIOS version.

3. If the error still persists, replace the

system board.

2211-Memory not configured correctly for
proper MEBx execution.

DIMM1 is not installed. Make sure there is a memory module in the

black DIMM1 socket and that it is properly
seated.

Invalid Electronic Serial Number Electronic serial number is missing. Enter the correct serial number in Computer

Setup.

Memory Parity Error Parity RAM failure.

Third-party graphics card may be causing a
problem.

Run Computer Setup and Diagnostic utilities.

Remove third-party graphics card to see if the
problem goes away.

Table A-1 Numeric Codes and Text Messages (continued)

44 Appendix A POST Error Messages ENWW

Control panel message Description Recommended action

Network Server Mode Active and No
Keyboard Attached

Keyboard failure while Network Server Mode
enabled.

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.

Parity Check 2 Parity RAM failure.

Third-party graphics card may be causing a
problem.

Run Computer Setup and Diagnostic utilities.

Remove third-party graphics card to see if the
problem goes away.

Table A-1 Numeric Codes and Text Messages (continued)

ENWW POST Numeric Codes and Text Messages 45

Interpreting 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.

WARNING! When the computer is plugged into an AC power source, voltage is always applied to the

system board. To reduce the risk of personal injury from electrical shock 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.

NOTE: 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.

Not all diagnostic lights and audible codes are available on all models.

Table A-2 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.

None Computer in Suspend to

RAM mode (some models
only) or normal Suspend
mode.

None required. Press any key or move the mouse
to wake the computer.

Red Power LED flashes two
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

2 Processor thermal

protection activated:

A fan may be blocked or
not turning.

OR

The heatsink/fan
assembly 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.

3. If fan is plugged in, but is not spinning, then

replace heatsink/fan assembly.

4. Contact an authorized reseller or service

provider.

Red Power LED flashes three
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

3 Processor not installed

(not an indicator of bad
processor).

1. Check to see that the processor is present.

2. Reseat the processor.

46 Appendix A POST Error Messages ENWW

Activity Beeps Possible Cause Recommended Action

Red Power LED flashes four
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

4 Power failure (power

supply is overloaded).

1. Open the hood and ensure the 4 or 6-wire

power supply cable is seated into the
connector on the system board.

2. Check if a device is causing the problem by

removing ALL attached devices (such as
hard 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.

3. Replace the power supply.

4. Replace the system board.

Red Power LED flashes five
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

5 Pre-video memory error. CAUTION: To avoid damage to the DIMMs or

the system board, you must unplug the computer
power cord before attempting to reseat, install, or
remove a DIMM module.

1. Reseat DIMMs.

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.

Red Power LED flashes six
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

6 Pre-video graphics error. For systems with a graphics card:

1. Reseat the graphics card.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the
system board.

Red Power LED flashes seven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

7 System board failure

(ROM detected failure
prior to video).

Replace the system board.

Red Power LED flashes eight
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

8 Invalid ROM based on bad

checksum.

1. Reflash the system ROM with the latest BIOS

image. See the “Boot Block Emergency
Recovery Mode” section of the Desktop
Management Guide for more information.

2. Replace the system board.

Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued)

ENWW Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 47

Activity Beeps Possible Cause Recommended Action

Red Power LED flashes nine
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

9 System powers on but is

unable to boot.

1. Check that the voltage selector, located on

the rear of the power supply (some models),
is set to the appropriate voltage. Proper
voltage setting depends on your region.

2. Unplug the AC power cord from the

computer, wait 30 seconds, then plug the
power cord back in to the computer.

3. Replace the system board.

4. Replace the processor.

Red Power LED flashes ten
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

10 Bad option card. 1. Check each option card by removing the card

(one at a time if multiple cards), then power
on the system to see if fault goes away.

2. Once a bad card is identified, remove and

replace the bad option card.

3. Replace the system board.

Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued)

48 Appendix A POST Error Messages ENWW

Activity Beeps Possible Cause Recommended Action

Red Power LED flashes eleven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

11 The current processor

does not support a feature
previously enabled on this
system.

1. Install a TXT capable processor.

2. Disable TXT in the Computer Setup (F10)

utility.

3. Reinstall the original processor.

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, the
power button is working correctly. Try the
following:

1. Check that the voltage selector (some

models), located on the rear of the power
supply, is set to the appropriate voltage.
Proper voltage setting depends on your
region.

2. 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 5V_aux light on the

system board is turned on. If it is turned on,
then replace the power button harness. If the
problem persists, replace the system board.

5. If the 5V_aux light on the system board is not

turned on, remove the expansion cards one
at a time until the 5V_aux light on the system
board turns on. It the problem persists,
replace the power supply.

Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued)

ENWW Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 49

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, you can clear that password so you can gain access to the
information on the computer by resetting the password jumper.

CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. 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.

50 Appendix B Password Security and Resetting CMOS ENWW

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. With the power cord disconnected, press the power button again to drain the system of any residual

power.

WARNING! To reduce the risk of personal injury from electrical shock 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 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.

Static electricity can damage the electronic components 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.

NOTE: 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 & Service Map
(IPSM) for that particular system. The IPSM can be downloaded from

http://www.hp.com/

support.

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.

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 for Computer Setup instructions.

ENWW Resetting the Password Jumper 51

Clearing and Resetting the CMOS

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

The CMOS button resets CMOS but does not clear the power-on and setup passwords.

Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management
Engine BIOS Extension (MEBx), including the password. The password will default to “admin” and will
need to be reset. The AMT settings will also need to be reset. To access the MEBx, press Ctrl+p during
POST.

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 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 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.

Static electricity can damage the electronic components 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.

CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. 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.

52 Appendix B Password Security and Resetting CMOS ENWW

4. Locate, press, and hold the CMOS button in for five seconds.

NOTE: 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.

Figure B-1 CMOS button

NOTE: For assistance locating the CMOS button and other system board components, see the

Illustrated Parts & Service Map (IPSM) for that particular system.

5. Replace the computer cover or access panel.

6. Reconnect the external devices.

7. Plug in the computer and turn on power.

NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you

that configuration changes have occurred. Use Computer Setup to reset any special system setups
along with the date and time.

For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide.

ENWW Clearing and Resetting the CMOS 53

C Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in some
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.

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 F10 key.

NOTE: 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 > DPS Self-Test.

The screen will display the list of DPS-capable hard drives that are installed on the computer.

NOTE: If no DPS-capable hard drives are installed, the DPS Self-Test option will not appear on

the screen.

4. Select the hard drive to be tested and follow the screen prompts to complete the testing process.

54 Appendix C Drive Protection System (DPS) ENWW

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.

ENWW Accessing DPS Through Computer Setup 55

Index

A

access panel, locked 6
audible codes 46
audio problems 18

B

beep codes 46
booting options

Full Boot 38
Quick Boot 38

C

CD-ROM or DVD problems 31
CMOS

backing up 39
clearing and resetting 52

Customer Support 2, 37

D

Drive Protection System

(DPS) 54

E

error

codes 2, 46
messages 39

F

flash drive problems 33
flashing LEDs 46
front panel problems 34

G

general problems 5

H

hard drive problems 10
hardware installation problems 3
helpful hints 3

I

Internet access problems 35

K

keyboard problems 21

L

LEDs

blinking power 46
blinking PS/2 keyboard 46

M

Media Card Reader problems 13
memory problems 28
monitor problems 14
mouse problems 21

N

network problems 25
numeric error codes 39

O

optical drive problems 31

P

password

clearing 39
power-on 39

setup 39
POST error messages 2
power problems 9
power-on password 39
printer problems 20
problems

audio 18

CD-ROM or DVD 31

flash drive 33

front panel 34

general 5

hard drive 10

hardware installation 3
Internet access 35
keyboard 21
Media Card Reader 13
memory 28
monitor 14
mouse 21
network 25
power 9
printer 20
processor 30
software 36

processor problems 30

R

resetting

CMOS 39
password jumper 39

S

safety and comfort 2
setup password 39
software

backing up 1
problems 36

W

Wake-on-LAN feature 25

56 Index ENWW