HP Compaq Presario SR1200NX, Compaq Presario SR1210NX, Compaq Presario SR1211NX, Compaq Presario SR1212NX, Compaq Presario SR1214NX Warranty and Support Guide

Warranty and

Support Guide

1 Year Parts and Labor

1 Year Technical Telephone Support

24 Hours a Day, 7 Days a Week

IMPORTANT NOTE

If you experience a problem with your new Presario, DO NOT RETURN YOUR COMPUTER TO YOUR RETAILER. We take pride in our ability to service your needs. We are available

24 hours a day, 7 days a week. We have specialists available to help you with your technical support questions as they arise via the Web or phone (see Contact Numbers chart within this document). As our valued customer, we want to make sure that your support needs are met and any issues resolved as quickly as possible.

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.

Product Name: _________________________________________________________________

Model Name: __________________________________________________________________

Serial Number: _________________________________________________________________

Purchase Date: _________________________________________________________________

Don’t Forget to Register!

Click ”Register with Compaq” on your desktop or go to: http://register.hp.com

NOTE: You can view your PC product number, model number, and serial number, by pressing the Ctrl, Alt, and S keys on the keyboard at the same time.

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:

1Check the setup poster and the user documentation for help with setting up and using your PC.

2Use 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.

3Customer Care Web support. For product information, driver updates, troubleshooting, support alerts and important security information, go to: http://www.hp.com/support

4Chat online with a qualified support specialist using HP Real-time Chat. Available 24 x 7 through the Help & Support Center on your PC.

5If 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 with 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 may have occurred.

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.

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	Monitor power cable is not	Reconnect the power plug on the back of the monitor and on the
power light is not lit.	connected to the monitor or to	wall outlet.
	the wall outlet.
	Monitor is off (not turned on).	Press the On button on the front of the monitor.
Screen is blank.	Screen saver is enabled.	Press any key or move the mouse to make the screen display
		visible again.
	PC is in standby mode.	Press the Standby button (select models only) or press the Esc key
		on the keyboard to resume from standby mode.
	PC is in hibernation mode	Press the On button to turn on the PC.
	or is off.
	Monitor connector cable is	Inspect the monitor video connector for bent pins. If no pins
	not properly connected to	are bent, reconnect the monitor connector cable to the back
	the back of the PC.	of the PC.

Hard Disk Drive

Symptom	Problem	Solution
PC seems to be locked up	Program in use has stopped	Use the Windows Task Manager to close any programs not
and not responding.	responding to commands.	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 Service Provider (ISP)	Verify Internet settings, or contact your ISP for assistance.
Internet.	account is not set up properly.
	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	Verify that the Web browser is installed and set up to work with
	properly.	your ISP.

Keyboard and Mouse

	Symptom	Problem	Solution
	Keyboard commands and	Keyboard connector is not	Turn off the PC by using the mouse, reconnect the keyboard to
	typing are not recognized	properly connected.	the back of your PC, and turn on your PC.
	by the PC.
		Program in use has stopped	Restart or turn off your PC using the mouse.
		responding to commands.
		Keyboard is damaged.	Press the Help ? button on the keyboard to open the Help and
			Support Center, or contact Support for replacement details.
	Wireless keyboard does not	Keyboard batteries are low or	Replace the two AA alkaline batteries in the wireless keyboard;
	work after installation or is	empty.	then set the ID channel by pressing the Connect button on the
	not detected.		wireless receiver and then on the keyboard. Refer to the
			documentation that came with your wireless set.
	Mouse does not respond to	Mouse connector is not	Turn off your PC using the keyboard:
	movement or is too slow.	properly plugged into the	1 Press the Ctrl and Esc keys on the keyboard at the same time
		back of the PC.		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 Off, 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.
		Program in use has stopped	Restart your PC by using the keyboard. If possible, save any
		responding to commands.	open files and close open applications before restarting.
		Surface in use for roller-ball	Use a mouse pad or other rough surface for the mouse.
		type mouse is too smooth.
	Mouse does not work after	Mouse is not connected	Try unplugging and then reconnecting the mouse cable to
	installation or is not	properly.	your PC.
	detected.
		Wireless mouse batteries are	Replace the two AA alkaline batteries in the mouse; then set the
		low or empty.	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.

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Power

Symptom	Problem	Solution
PC will not turn on or start.	PC is not securely connected to	Ensure that cables connecting the PC to the external power
	an external power source.	source are plugged in properly.
	Green power supply light on	When the cables connecting the PC to the external power
	back of PC is out.	source are plugged in properly and the wall outlet is
		functioning, the green power supply light should be on; if the
		light is not on, refer to the Warranty and Support Guide to
		contact Support.
	Monitor is not connected or is	Connect the monitor to the PC, plug it in, and turn it on.
	not on.
	Line voltage selection switch is	Set the line voltage selection switch to the correct setting for
	not in the proper position for	your country/region, or refer to Support.
	your country/region
	(115V /230V ).
	Wall outlet is defective.	Test the outlet by connecting a different electrical device to
		the outlet.
Invalid system disk	A diskette has been left in the	When drive activity stops, remove the diskette and press the
or	drive during startup.	spacebar. The PC should start up.
Non-System disk or disk
error message displays.
PC appears locked up and	PC is not working.	Press and hold the On button until the PC turns off.
won’t turn off when the On
button is pressed.

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 Computer, and then click Restart.

•Turn Off Computer 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 Off.

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•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.

•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.”

•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 DVD; 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	System Recovery	System Recovery
	Microsoft	Recovery	from the hard	from the recovery
Problem/Status	System Restore	program	disk partition	CDs/DVDs
You installed a new application or	1
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				1
removed the partition

Creating Recovery CDs/DVDs

1You can recover (bring back) the operating system and programs that were included on your hard drive just as they were when you bought the computer.

NOTE: A hard disk drive is a disk inside the computer that stores the operating system, programs, and data.

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2You recover the operating system and programs directly from your hard drive, where a copy was placed for your convenience.

We call this part of your hard drive the ”recovery partition.” The recovery partition takes up some space on your hard drive.

3You can copy the information of this recovery partition onto CDs or DVDs.

4Then, if you would like to make extra space available on your hard drive, you can delete the recovery partition using a special software tool.

5Do not delete your hard drive partition unless you have made recovery CDs or DVDs.

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The recovery discs can be used only with the specified PC model. The discs are licensed for use only with your PC. The recovery CDs/DVDs can install the operating system and software on your PC hard disk drive if the software becomes corrupted or is accidentally erased.

Using Recovery CD-DVD Creator

Make recovery CDs or DVDs for your PC by using the Compaq Recovery CD-DVD Creator program before you experience any problem.

The recovery discs set is a complete image of the original PC hard disk drive contents and is matched to your PC model number. The discs set contains the operating system, drivers, and application software that were originally installed on the PC at the factory.

You can use this program to make only one set of recovery CDs or DVDs for your PC. The recovery discs you create can be used only on your PC.

There are several advantages in using DVDs instead of CDs when creating your recovery discs set:

•With a faster data transfer rate, a set of DVD recovery discs will have your PC running much sooner than a CD set will.

•A set of DVDs will probably take you less time to create than a set of CDs.

•A DVD has more capacity than a CD, so there are fewer discs to record and store.

To use this program, your PC must have a CD-RW drive, DVD Writer drive, or other drive that can write to the CDs or DVDs. If necessary, purchase a Windows XP-compatible drive from your local PC or electronics store.

The number of CDs/DVDs in the recovery set depends on your PC model. The program tells you the number of blank discs needed to make the set. The process takes some time, including up to 15 minutes per disc to verify that the information written on the disc is correct.

You can quit the process at any time. The next time you run the program, it begins where you left off.

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To run the Recovery CD-DVD Creator program:

1Close any open programs. To close programs, click X in the upper-right corner of each window.

2Click Start on the taskbar.

3Choose All Programs.

4Choose PC Help & Tools.

5Click Compaq Recovery CD-DVD Creator. The creator window appears.

6Follow the onscreen instructions. Label each disc as you make it.

Store the System Recovery discs in a safe place.

Using the Recovery Tools CD

Your PC allows you to create (burn) a Recovery Tools CD. After you make the Compaq Recovery Tools CD, you can use it to:

•Read instructions to use each utility on the Recovery Tools CD.

•Start the System Recovery program from the recovery partition.

•Remove the System Recovery partition from your PC hard disk drive to increase space for data.

•Create a new data partition on your PC hard disk drive.

•Start the Microsoft Recovery Console (a utility from Microsoft that can perform operating system diagnostics and repairs).

WARNING: Before using the Compaq Recovery Tools CD to change your hard disk drive, make System Recovery CDs for your PC by using the Compaq Recovery CD-DVD Creator program.

You cannot make System Recovery CDs after you remove the system recovery partition.

You must create (burn) the Recovery Tools CD before you can use it.

To Create or to Start the Recovery Tools CD:

1Click Start on the taskbar.

2Choose All Programs.

3Choose PC Help & Tools.

4Click Compaq Recovery Tools CD. The tools window appears.

5Follow the onscreen instructions.

Store the Recovery Tools CD in a safe place.

System Restore

WARNING: Try System Restore before using the Compaq System Recovery program.

If software on your hard drive accidentally gets erased or damaged, first use the Microsoft System Restore feature in Windows XP to restore the PC system and program settings.

System Restore returns the PC settings to a selected restore point without affecting user programs or document files. For more information, type System Restore into the Search box in Help and Support.

To Start System Restore:

1Close all open programs.

2Click the Start button.

3Choose All Programs.

4Choose Accessories.

5Choose System Tools.

6Click System Restore. Follow the onscreen instructions.

Application Recovery

NOTE: Not all PC models include the Application Recovery program. Perform steps 3 through 5 of the following procedure. If Compaq Application Recovery appears in the folder, your PC includes the program.

If an individual factory-installed application or driver accidentally gets erased or damaged, you can reinstall the software using the Compaq Application Recovery program (select models).

NOTE: Do not use the Application Recovery program to reinstall software programs that came on CDs or DVDs included in the PC box. Reinstall these programs directly from the CDs or DVDs.

To Start Application Recovery:

1Close all applications and folders.

2Uninstall the existing (damaged) application.

3Click Start on the taskbar.

4Choose All Programs.

5Choose PC Help & Tools.

6Click Compaq Application Recovery, and then click Yes.

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