HP Compaq Presario 6024 Troubleshooting Manual

b

Troubleshooting Guide

Document Part Number: 277959-001

March 2002

This guide provides helpful hints and solutions for troubleshooting
possible hardware and software problems.

© 2002 Compaq Information Technologies Group, L.P.

Compaq and the Compaq logo are registered in U. S. Patent and Trademark
Office.

Presario is a trademark of Compaq Information Technologies Group, L.P. in the
United States and other countries.

Microsoft, Windows, and Windows XP are trademarks of Microsoft Corporation
in the United States and other countries.

Intel is a trademark of Intel Corporation in the United States and other countries.

All other product names mentioned herein may be trademarks of their respective
companies.

Compaq service tool software, including associated documentation, is the
property of and contains confidential technology of Compaq Computer
Corporation. Service customer is hereby licensed to use the software only for
activities directly relating to the delivery of, and only during the term of, the
applicable services delivered by Compaq or its authorized service provider.
Customer may not modify or reverse engineer, remove, or transfer the software
or make the software or any resultant diagnosis or system management data
available to other parties without Compaq’s or its authorized service provider’s
consent. Upon termination of the services, customer will, at Compaq’s or its
service provider’s option, destroy or return the software and associated
documentation in its possession.

Compaq shall not be liable for technical or editorial errors or omissions
contained herein. The information in this document is provided “as is” without
warranty of any kind and is subject to change without notice. The warranties for
Compaq products are set forth in the express limited warranty statements
accompanying such products. Nothing herein should be construed as
constituting an additional warranty.

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WARNING: Text set off in this manner indicates that failure to follow
directions could result in bodily harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to follow
directions could result in damage to equipment or loss of information.

Troubleshooting Guide
First Edition (March 2002)
Document Part Number: 277959-001

Contents

1 Help & Support

Preventative Care and Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Online Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

How to Access Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

2 Solving Minor Problems

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW Drive . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Diskette Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Hard Drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

Display (Monitor) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

Hardware Installation Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

Internet Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

Power. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

Keyboard and Scroll Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

Wireless Wheel Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

USB Optical Mouse. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17

Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

Troubleshooting Guide iii

Contents

iv Troubleshooting Guide

1

Help & Support

This chapter provides information for identifying and solving
common problems that may occur with your computer. You can easily
diagnose and solve many computer problems on your own without
contacting a Compaq Support Specialist.

If you have a computer problem or question, check the following
resources for answers:

■ Review this “Help & Support” chapter for suggestions to solve

the problem.

■ Press the Easy Access Help G button on your keyboard to access

the built-in Compaq Help & Support Center, where you can find
information about your computer and computer-related
peripherals as well as links to online technical help.

■ Visit the Compaq Help & Support Web site at:

compaq.com/consumersupport

■ Contact a Compaq Support Specialist at the telephone number

listed in your Limited Warranty.

✎

Troubleshooting Guide 1–1

The Web sites listed in this chapter may be specific to certain
geographic regions and English only.

Help & Support

Preventative Care and Maintenance

Your computer is equipped with an integrated help and assistance tool
from Microsoft and Compaq, providing simple click access to built-in
product information, preventative care and maintenance assistance,
and Web links to online support and technical information. Press the
Easy Access Help G button on your keyboard to access the Compaq
Help & Support Center.

■ Prevent unnecessary data loss: Protect your valuable data and

system files from possible damage by utilizing the virus
protection software available on your computer along with
backing up important data and programs.

■ Undo harmful or unintended changes to your system:

Your computer comes with restore features to help protect your
computer from unnecessary downtime. Return your computer to
its optimal state using one of the provided restore features.

■ Adjust your startup resources to improve performance:

Compaq has engineered an exclusive utility, called a Virtual
Technician, which helps you safely manage your computer's
system performance and resources.

■ Troubleshoot modem or Internet connection issues:

Test your modem line connection for slow or poor connection
speeds, as well as troubleshoot common modem problems.

■ Improve hard drive performance: Perform a series of easy

tasks to help remove unwanted files, repair simple hard drive
errors, increase the amount of free space on your hard drive, and
improve the overall speed and performance of your computer.

■ Reprogram your Easy Access buttons: Launch your favorite

programs and Web sites by easily reprogramming the Easy
Access Buttons (select models only) on your Compaq keyboard.

■ Receive automatic delivery of drivers, software updates,

and fixes: Receive notifications and automatic updates to help
improve functionality and ensure your computer runs at peak
performance.

■ Learn more about how to replace end-user parts:

The End User Replaceable Parts Program (not available in all
regions) is part of the Limited Warranty. Leveraging the easy
access design, the End User Replaceable Parts Program enables
you to easily service your own computer.

1–2 Troubleshooting Guide

Online Service and Support

For rapid access to accurate service and support solutions, go to
compaq.com/consumersupport. Whether you are a novice or
technical expert, knowledge, information, and assistance are available
when and where you need them.

■ Need access to drivers and product documentation? Find

original product drivers, the latest updates and software fixes,
warranty information, and product documentation.

web14.compaq.com/falco/sp_list.asp

■ Join the Compaq Customer Communities: Where novices to

technical experts collaborate to share knowledge, information,
and assistance. Participate in existing product discussions, review
commonly asked questions, and answer or post new questions to
a community of users.

compaq.com/communities

Help & Support

■ Open an online service event with a Compaq Support

Specialist: Do you have a product warranty issue or need to
contact a technical expert? Contact Compaq online for the fastest
time to a solution. To ensure proper handling of your service
event, please include your:

❏ Product model number

❏ Product serial number

❏ Date of purchase

❏ Detailed description of your issue or question

compaq.com/athome/support/consumeremail.html

Troubleshooting Guide 1–3

Help & Support

How to Access Help

The first step when you need help is to press the Help G button on
your keyboard, giving you access to an integrated help and assistance
tool from Microsoft and Compaq. The Compaq Help & Support
Center provides a wealth of help and assistance when you need:

■ Answers to questions about your hardware or software

■ Help installing new peripherals or software applications

■ A resolution to a hardware or software problem or error

■ To restore your computer and undo harmful changes

■ Access to the latest drivers, updates, and downloads

If you want interactive help or didn’t find exactly what you were
looking for, go to the Compaq Help & Support Web site at
compaq.com/consumersupport. The Compaq Help & Support Web
site is the fastest way to find accurate solutions by providing:

■ Original product drivers and the latest software updates

■ Warranty information and product documentation

■ Questions, answers, and insights through the Compaq Customer

Communities, compaq.com/communities

■ E-mail responses from a Compaq Support Specialist

If additional methods of getting assistance and resolving a problem
are needed, try the following:

■ Contact a Compaq Support Specialist at the telephone number

listed in your Limited Warranty with the following information
available:

❏ Product model number

❏ Product serial number

❏ Date of purchase

■ Restore the operating system and software to its original state as

when you purchased the computer by using your Compaq Restore
Kit. Refer to your Compaq Restore Kit for complete instructions
on using this feature.

1–4 Troubleshooting Guide