HP Compaq Presario User Manual

Compaq Presario Desktop Products
Warranty and Support Guide
1 Year Parts and Labor 1 Year Te chni cal Te lepho ne Su ppor t 24 Hours a Day, 7 Days a Week
IMPORTANT NOTE
This document includes warranty information for the United States, Canada, and the Caribbean.
The information in this document is subject to change without notice.
Before contacting Compaq Customer Support Center, it’s important to have the following information handy. Please take a moment to write down your product information for future reference.
Model Number: _____________________________________________________________________
Serial Number: _____________________________________________________________________
Purchase Date: _____________________________________________________________________
System or Product Number: ______________________________________________________
Don’t Forget to Register!
Click “Register with Compaq” on your desktop or go to: http://register.hp.com
Registration is quick, easy and offers:
E-mail updates containing notifications about product
enhancements, the most recent support alerts, and driver updates specific to the product(s) you own.
The HP newsgram, our monthly online magazine packed
full of product news, support tips, project ideas, and much more. Visit us at
http://subscription.support.hp.com
Where to Get Help
HP offers a wide variety of service and support options, which are available around the clock for Compaq branded products that are either in or out of warranty.
Options to use when you need help:
1 Check the setup poster and the user documentation for
help with setting up and using your PC.
2 Use the support tools right on your PC.
Help & Support Center for help with hardware and software questions. Click Start and then click Help and Support.
PC Tune-up and Repair for tools to keep your PC running smoothly. Click Start, All Programs, PC Help and Tools.
SW Repair Wizard guides you through options to resolve software issues. Click Start, All Programs, PC Help and Tools.
3 Compaq Customer Care Web support. For
product information, driver updates, troubleshooting and much more, go to: http://www.compaq.com/consumersupport
4 Chat online with a qualified support specialist
to solve your problem. Available through the Help & Support Center on your PC.
5 If you have not solved the problem, you can contact us
by phone 24 hours a day, seven days a week, in English, Spanish, and French (Canada only) at:
1-(800)-652-6672 [1-(800)-OK Compaq] or 905-206-4357 (local to Mississauga)
When you call please have your product model number, serial number, and date of purchase available. Telephone support is free during your limited warranty period.
Software Support
America Online
U.S.: 888-346-3704 Canada: 888-265-4357 www.aol.com
Apple — iTunes
www.apple.com
AT&T WorldNet
800-400-1447 www.att.net
CompuServe 2000
800-944-9871 www.compuserve.com
Corel
www3.corel.com
Detto Technologies
866-338-8663 www.detto.com
EarthLink
dial-up customer service 800-890-6356
dial-up technical support 800-890-5128
broadband customer service and technical support 888-829-8466 www.earthlink.net
InterVideo
510-651-0888 www.intervideo.com/home
Microsoft Network
800-386-5550 www.support.msn.com
Symantec — Norton AV
www.symantec.com/techsupp
Quicken Basic (Intuit)
900-555-4688 www.intuit.com
Veritas
(only CD-RW and DVD+RW/+R models)
www.veritas.com
Yahoo! — User Support
www.yahoo.com
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Troubleshooting
For help on problems you may be experiencing when you install your PC, refer to the following pages for possible solutions.
Symptom describes the sign or warning message for the type of problem.
Problem identifies one or more reasons why the symptom
Solution describes what you should do to try to solve the
problem.
Look up the description of the symptom or problem, and try the solution listed. Some of the symptoms listed may not apply to your PC. For problems relating specifically to the monitor or printer, refer to the equipment documentation.
may have occurred.
Display (Monitor)
NOTE: If you encounter display (monitor) problems, refer to the documentation that came with your monitor and to the
common causes and solutions listed in this table.
Symptom Problem Solution
Screen is blank, and monitor power light is not lit.
Screen is blank.
Monitor power cable is not connected to the monitor or to the wall outlet.
Monitor is off (not turned on). Press the On button on the front of the monitor. Screen saver is enabled. Press any key or move the mouse to make the screen display
PC is in standby mode. Press the Standby button (select models only) or press the Esc key
PC is in hibernation mode or is off.
Monitor connector cable is not properly connected to the back of the PC.
Reconnect the power plug on the back of the monitor and on the wall outlet.
visible again.
on the keyboard to resume from standby mode. Press the On button to turn on the PC.
Inspect the monitor video connector for bent pins. If no pins are bent, reconnect the monitor connector cable on the back of the PC.
Hard Disk Drive
Symptom Problem Solution
PC seems to be locked up and not responding.
Program in use has stopped responding to commands.
Use the Windows Task Manager to close any programs not responding or to Restart the PC:
1 Press the Ctrl, Alt, and Delete keys on the keyboard at the
same time.
2 Select the program that is not responding, and click
End Task.
Or
Click Shut Down, and then click Restart.
If this does not work, press the On button for 5 or more seconds to turn off the PC. Then, press the On button.
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Internet Access
Symptom Problem Solution
Cannot connect to the Internet.
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, verifying connections.
Note that your PC may also have an Ethernet network interface (also called a network interface card, or NIC) that connects to a LAN (local area network). Although it looks similar to the modem connector, the RJ-45 Ethernet network connector is not the same. Verify that you are using the modem connector. Do not connect a telephone cable to the NIC. Do not plug a network cable into a telephone service line; doing so may damage the NIC.
Web browser is not set up properly.
Verify that the Web browser is installed and set up to work with your ISP.
Keyboard and Mouse
Symptom Problem Solution
Keyboard commands and typing are not recognized by the PC.
Wireless keyboard does not work after installation, or is not detected.
Mouse does not respond to movement or is too slow.
Mouse does not work after installation or is not detected.
Keyboard connector is not properly connected.
Program in use has stopped responding to commands.
Keyboard is damaged. Press the Help ? button on the keyboard to open the Help and
Keyboard batteries are low or empty.
Mouse connector is not properly plugged into the back of the PC.
Program in use has stopped responding to commands.
Surface in use for roller-ball type mouse is too smooth.
Mouse is not connected properly.
Wireless mouse batteries are low or empty.
Turn off the PC by using the mouse, reconnect the keyboard to the back of your PC, and turn on your PC.
Restart or turn off your PC using the mouse.
Support Center, or contact Support for replacement details. Replace the two AA alkaline batteries in the wireless keyboard;
then set the ID channel by pressing the Connect button on the wireless receiver and then on the keyboard. Refer to the documentation that came with your wireless set.
Turn off your PC using the keyboard:
1 Press the Ctrl and Esc keys on the keyboard at the same time
to display the Start menu.
2 Use the Up arrow or Down arrow key to select Turn Off
Computer, and then press the Enter key on the keyboard.
3 Use the Up arrow or Down arrow key to select Turn O ff,
and then press the Enter key.
After the shutdown is complete, plug the mouse connector into the back of your PC and turn on your PC.
Restart your PC by using the keyboard. If possible, save any open files and close open applications before restarting.
Use a mouse pad or other rough surface for the mouse.
Try unplugging and then reconnecting the mouse cable to your PC.
Replace the two AA alkaline batteries in the mouse; then set the ID channel by pressing the Connect button on the wireless receiver and then on the mouse. Refer to the documentation that came with your wireless set.
5
Power
Symptom Problem Solution
PC will not turn on or start.
Invalid system disk Or Non-System disk or disk
error message displays
PC appears locked up and won’t turn off when the On button is pressed.
PC is not securely connected to an external power source.
Monitor is not connected or is not on.
Line voltage selection switch is not in the proper position for your country/region (115VAC/230VAC).
Wall outlet is defective. Test the outlet by connecting a different electrical device to the
A diskette has been left in the drive during startup.
PC is not working. Press and hold the On button until the PC turns off.
Ensure that cables connecting the PC to the external power source are plugged in properly.
Connect the monitor to the PC, plug it in, and turn it on.
Set the line voltage selection switch to the correct setting for your country/region, or refer to Support.
outlet. When drive activity stops, remove the diskette and press the
spacebar. The PC should start up.
Recovering From Software Problems
The PC uses the operating system and installed software programs during normal operation. If your PC works improperly or stops because of the software, you may be able to repair it.
The Software Repair Wizard (select models only) is an icon on the desktop or in the Organize software program, or in the Help and Support Center. To start the wizard, click the icon or click Start, choose All Programs, PC Help & Tools, and then click Software Repair Wizard.
Click the Software Repair Wizard icon to repair software problems with programs, printers, or peripherals that stop working, or to resolve erratic PC behavior. Repair options include using the Compaq Application Recovery or Compaq System Recovery programs.
You need recovery discs (CDs or DVDs) for some repairs that use the Compaq Application Recovery program or the Compaq System Recovery program. The PC does not include recovery discs in the accessory box, but you can make your own recovery CDs or DVDs; see “Creating Recovery CDs/DVDs.”
CAUTION: It is strongly recommended that you create your recovery discs before you need them.
You should also make the Compaq Recovery Tools CD. This CD contains utilities that allow you to make changes to your hard disk drive, including removing the recovery partition. See “Using the Recovery Tools CD.”
There are several methods to fix your PC, including using the System Recovery program. Try these methods in the order listed here, or refer to the table that follows the list.
Restart When you restart the computer, the PC starts
over using the operating system and software in its memory. This is the simplest repair for your PC; just click
Start, choose Turn Off C omp uter , and then click Restart.
Turn Off Compute r When you turn off the computer
and then turn it on again, you force the PC to copy the operating system into its memory and to clear some tracking information. This may eliminate some problems that can remain after performing a Restart. To turn off the computer just click Start, choose Turn Off Computer, and then click Turn Of f.
Driver Rollback This Microsoft Windows XP feature
is part of the Windows Installer program used with the Add or Remove Programs utility in the Control Panel. It can revert to the previous version of a driver program if an installation fails when you are installing a new version of the driver program. For more information, type Rollback into the Search box in Help and Support.
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System Restore This Microsoft Windows XP feature
allows you to bring your computer configuration back to a previous time when a current software problem may not have existed. The feature does this by creating a “restore point” where it records the PC settings at that time and date. The installation of some software automatically sets a restore point for you, but it is recommended to manually set restore points, especially before installing or downloading additional software. When using Add Programs from the Add or Remove Programs feature under the computer Control Panel, the operating system automatically creates a restore point before it adds the software. If you experience a problem that you think may be due to software on your computer, use System Restore to return the PC to a previous restore point. For more information, type System Restore into the Search box in Help and Support.
Application and Driver Recovery If the problem
with the PC seems to be with only one program or one driver, it may be that the application program or the driver program is damaged. You can reinstall individual factory-installed application programs and driver programs by using the Compaq Application Recovery program (select models only); see “Application Recovery.”
Microsoft
Problem/Status
You installed a new application or device driver
An application does not work 1 2 3 A device driver does not work 1 2 PC stops responding or does not work 1 2 3 You replaced the hard disk drive or
removed the partition
System Restore
1
1
System Recovery Use the Compaq System Recovery
program as a last resort to reinstall the software. Perform System Recovery using the hard disk drive partition first; see “System Recovery.” If necessary, next perform System Recovery using the recovery discs and choose Standard Recovery; see “System Recovery Using Recovery Discs.” Finally, if necessary, perform System Recovery using the recovery discs and choose full System Recovery.
Before using the Compaq System Recovery program or the Compaq Application Recovery program, use System Restore.
NOTE: Your PC hard disk drive contains the System
Recovery image in a partition area of the disk drive. The PC does not include recovery discs in the accessory box, but you can make your own recovery CDs or DVDs; see “Creating Recovery CDs/DVDs.”
When your PC stops working correctly, the Restart, Turn Off Computer, and Driver Rollback methods (described above) may resolve the problem. After you have tried these three methods, if needed, try the remaining actions, using the table that follows as a quick reference.
For the specific PC problem, try the method listed as #1, then #2, and then #3.
Application Recovery program
System Recovery from the hard disk partition
System Recovery from the recovery CDs/DVDs
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