HP Compaq Presario SR1200NX, Compaq Presario SR1210NX, Compaq Presario SR1211NX, Compaq Presario SR1212NX, Compaq Presario SR1214NX Warranty and Support Guide
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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
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.
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 Customer Care Web support. For product
information, driver updates, troubleshooting, support
alerts and important security information, go to:
http://www.hp.com/support
4 Chat online with a qualified support specialist
using HP Real-time Chat. Available 24 x 7 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.
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
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
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 to 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 Tu rn 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.
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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.
Green power supply light on
back of PC is out.
Monitor is not connected or is
not on.
Line voltage selection switch is
not in the proper position for
your country/region
(115V/230V).
Wall outlet is defective. Test the outlet by connecting a different electrical device to
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.
When the cables connecting the PC to the external power
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.
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.
the 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.
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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
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.”
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
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.
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.”
Application
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
Recovery
program
System Recovery
from the hard
disk partition
System Recovery
from the recovery
CDs/DVDs
Creating Recovery CDs/DVDs
1 You 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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2 You 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.
3 You can copy the information of this recovery partition onto CDs or DVDs.
4 Then, if you would like to make extra space available on your hard drive, you can delete the recovery partition using a
special software tool.
5 Do not delete your hard drive partition unless you have made recovery CDs or DVDs.
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4
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.
2
5
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.
3
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:
1 Close any open programs. To close programs, click X in
the upper-right corner of each window.
2 Click Start on the taskbar.
3 Choose All Programs.
4 Choose PC Help & Tools.
5 Click Compaq Recovery CD-DVD Creator.
The creator window appears.
6 Follow 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:
1 Click Start on the taskbar.
2 Choose All Programs.
3 Choose PC Help & Tools.
4 Click Compaq Recovery Tools CD. The tools window
appears.
5 Follow the onscreen instructions.
Store the Recovery Tools CD in a safe place.
System Restore
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:
1 Close all open programs.
2 Click the Start button.
3 Choose All Programs.
4 Choose Accessories.
5 Choose System Tools.
6 Click System Restore.
Follow the onscreen instructions.
WARNING: Try System Restore before using
the Compaq System Recovery program.
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:
1 Close all applications and folders.
2 Uninstall the existing (damaged) application.
3 Click Start on the taskbar.
4 Choose All Programs.
5 Choose PC Help & Tools.
6 Click Compaq Application Recovery, and then
click Yes.
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