HP Compaq Presario SR5202HM, Compaq Presario SR5210CF, Compaq Presario SR5213HK, Compaq Presario SR5214X, Compaq Presario SR5215CF Troubleshooting
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Troubleshooting and Maintenance Guide
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Table of Contents
Maintenance............................................................................................1
Creating Data Backup Discs .................................................................................... 1
Creating System Recovery Discs ...............................................................................1
Removing Unused Programs.....................................................................................1
Using Windows Update .......................................................................................... 2
Reviewing programs that automatically run at startup ..................................................2
Running the Disk Cleanup Program...........................................................................2
Running Disk Cleanup manually .......................................................................... 2
Scheduling Disk Cleanup to run automatically ....................................................... 2
Running the Disk Defragmenter Program.................................................................... 2
Checking for Hard Disk Drive Errors .........................................................................3
Understanding Hard Disk Drive Space ......................................................................3
Keeping the Computer Free of Dust and Dirt .............................................................. 3
Cleaning the computer and monitor .....................................................................4
Cleaning the keyboard and mouse ...................................................................... 4
Troubleshooting Computer Problems ........................................................5
Audio ................................................................................................................... 5
CD and DVD Drives................................................................................................ 7
Video.................................................................................................................... 9
Display (Monitor).................................................................................................... 9
Hard Disk Drive....................................................................................................10
Hardware Installation............................................................................................ 11
Internet Access .....................................................................................................13
Keyboard and Mouse ...........................................................................................15
Power ................................................................................................................. 17
Performance ........................................................................................................19
Bluetooth Wireless Devices ....................................................................................20
Miscellaneous ...................................................................................................... 21
Repairing Software Problems ................................................................22
Software Repair Overview.....................................................................................22
Restarting Your Computer ...................................................................................... 22
Turning Off Your Computer.................................................................................... 22
Updating Drivers ..................................................................................................22
Microsoft System Restore .......................................................................................23
Software Program and Hardware Driver Reinstallation ..............................................23
System Recovery .................................................................................................. 24
Creating Recovery Discs........................................................................................24
System Recovery Options ......................................................................................25
Starting system recovery from the hard disk drive ................................................ 25
Running system recovery from recovery discs ...................................................... 26
Table of Contents iii
iv Troubleshooting and Maintenance Guide
Maintenance
This section includes information about tasks you can
perform to help ensure trouble-free operation of your
computer, and to ease the recovery of important
information on your computer if problems arise in the
future.
Creating Data Backup Discs
You can use CD or DVD recording (or burning)
software that is installed on your computer, (for
example, Roxio Creator Basic) to create backup discs
of important information, including personal files,
e-mail messages, and Web site bookmarks. You can
also move data to an external hard disk drive.
The following procedure is just one way to back up
data; refer to Help and Support for more
information.
1 Click the Windows Start Button
Programs, Roxio, and then Creator.
The Roxio Creator window opens.
2 Click Data, and then Data Disc.
3 To add files to the open Roxio project window
(which reflects what will end up on your
data disc):
Click Add Data, navigate to the files or folder
you want to back up, and then click Add.
Or
Drag and drop the files or folders from a directory
window to the Roxio project window.
4 Click Continue in the lower-right corner of the
project window.
A dialog opens, prompting you to place a disc
into the disc drive, and providing a list of
acceptable disc types.
5 Click Options in the lower-right pane, and in the
Options window, check that the Verify data
written to the disc after burning checkbox
is checked.
®
, All
7 Click Done to return to the Roxio project window.
8 Remove the disc from the disc drive, label it, and
store it in a safe place. If you are using an external
hard drive, ensure the files are marked clearly as
backup data.
When writing data to a backup disc, you should use
software that includes write verification functionality.
This feature compares the data on your hard disk drive
with the data copied to the disc to ensure it is an exact
copy. Depending on your disc recording software, you
may need to manually enable this feature (refer to the
software documentation).
If you encounter recording issues, try alternate media
(different types or brands). Also, use the Windows
Explorer tool to view your files and verify content was
copied over. To open Windows Explorer, right-click the
Windows Start Button
, and then click
Explore
.
Creating System Recovery Discs
This is a one-time procedure that you should perform
while your computer is working properly. If you
encounter problems with your computer later, you can
restore it to its original factory settings by using the
system recovery discs that you created.
Before creating system recovery discs, read “System
Recovery” on page 24.
Removing Unused Programs
Unused programs take up memory space and slow
down the computer. If there are programs you do not
use, follow these steps to uninstall them.
1 Click the Windows Start Button, and then
Control Panel.
2 Click Uninstall a program. The Programs and
Features window opens.
3 Select the program you want to remove, and then
click Uninstall.
4 Follow the onscreen instructions.
6 Click the Burn button to begin recording
data to the disc.
A progress screen opens.
NOTE: Some programs have their own uninstall
features. If you cannot uninstall a program from the
Control Panel, refer to the program documentation or
online Help.
Maintenance 1
Using Windows Update
Check for updates or schedule a monthly automatic
update. (See the Getting Started guide for details.)
1 Click the Windows Start Button, and Control
Panel.
2 Under Security, click the Check for Updates
button.
3 Download and install updates by clicking Install
Updates.
Reviewing programs that automatically run at startup
Set the Windows Start Menu to open only needed
software programs, to improve system speed and
performance:
Scheduling Disk Cleanup to run automatically
1 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Task Scheduler.
2 Click Action, and then click Create
Basic Task.
3 Type a name for the task, and an optional
description.
4 Click Next, and then click Next again.
5 Select the reoccurrence, and click Next.
6 Select the time at which to run Disk Cleanup, and
click Next. Disk Cleanup may take a long time,
so select a time when the computer is on but not
in use.
1 Click the Windows Start Button, All
Programs, then click Windows Defender.
2 Click Tools.
3 Click Software Explorer.
4 In the Category list, select Startup Programs.
5 Select the program that you want to prevent from
running, and click Disable.
Running the Disk Cleanup Program
The Disk Cleanup program frees up space on your
hard disk drive by removing temporary and unused
files (including temporary Internet files and files in the
Recycle Bin). You can run Disk Cleanup manually, or
you can set it up to run automatically.
Running Disk Cleanup manually
1 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Disk Cleanup.
Disk Cleanup searches for files to delete and
calculates how much disk space can be saved.
2 Place a checkmark in the checkbox next to the file
types you want to delete.
7 Select Start a program, and click Next.
8 Under Program/Script, click Browse.
9 Type cleanmgr.exe, and click Open, and
then Next.
10 Review the summary of the schedule you set.
When you are done, click Finish. Disk Cleanup
will run at the time you set.
Running the Disk Defragmenter Program
When Microsoft® Windows Vista™ stores files on your
hard disk drive, it often divides them into multiple
pieces (or fragments) so they fit into available space on
the drive. When you open a fragmented file, the
process takes more time because it must be retrieved
from more than one place.
The Disk Defragmenter program groups the
fragmented files together on your hard disk drive to
improve computer performance. This does not affect
the location of files and folders on your computer.
NOTE: The Disk Defragmenter program may take a
long time to complete. You can run it unattended
overnight.
3 Click OK, and then click Delete Files to finish
deleting the selected files.
2 Troubleshooting and Maintenance Guide
1 Save your work and close all open programs.
2 Press the Ctrl-Alt-Delete keys simultaneously.
3 Click Start Task Manager.
4 On the Applications tab, select all the programs
that are listed, and then click End Task. Close the
Task Man age r.
5 Click the Windows Start Button, All
Programs, Accessories, System Tools, and
then click Disk Defragmenter.
6 Click Defragment Now.
If Disk Defragmenter repeatedly starts, a background
program is still accessing the hard disk drive. Restart
the computer in Safe Mode, and then run the Disk
Defragmenter program again:
1 Click the Windows Start
Button, click the Arrow
button next to the Lock button,
and then click Restart.
2 Press the F8 key as soon as the first logo screen
appears.
3 In the Windows Advanced Options menu, use the
arrow keys to select Safe Mode, and then press
Enter.
4 After Windows Vista starts, use the procedure
above to run the Disk Defragmenter program.
5 To turn off Safe Mode, repeat step 1.
Checking for Hard Disk Drive
6 Click Start. If prompted to restart the computer,
click Yes.
The computer will restart and check the hard disk
drive for errors.
Understanding Hard Disk Drive Space
The hard disk drive on the Hewlett-Packard and
Compaq computers with the Windows Vista operating
system preinstalled may appear to be smaller than
what is stated in the product specifications, in the
documentation, or on the box. Hard disk drives are
described and advertised by manufacturers in terms of
decimal (base 10) capacity. Windows Vista and other
programs, such as FDISK, use the binary (base 2)
numbering system.
In decimal notation, one megabyte (MB) is equal to
1,000,000 bytes, and one gigabyte (GB) is equal to
1,000,000,000 bytes. In the binary numbering
system, one megabyte is equal to 1,048,576 bytes,
and one gigabyte is equal to 1,073,741,824 bytes.
Because of the different measuring systems, you may
see a difference between the size reported by
Windows Vista and the size advertised. The storage
capacity of the hard disk drive is as advertised.
Windows Vista reports smaller capacity in the
Windows Explorer tool and in the Computer window
because it shows information about one partition on
the hard disk drive at a time. One of the partitions
contains the system recovery information.
Errors
Perform the following procedure to check the integrity
of the hard disk drive in Windows Vista. Close all
open programs before beginning the disk check.
1 Click the Windows Start Button, and then
Computer.
2 Right-click the hard disk drive that you want to
check, and click Properties.
3 Click the Tools tab.
4 Under Error-checking, click Check Now.
5 If desired, place a checkmark in the
Automatically fix file system errors and
Scan for and attempt recovery of bad
sectors checkboxes.
Keeping the Computer Free of Dust and Dirt
Keeping your computer system free of dust and dirt will
prolong its life. Dust, pet hair, and other particles can
build up, creating a blanket effect; as a result,
components can overheat, or, in the case of the
keyboard and mouse, not work as smoothly and
effectively. Check your system once a month for visible
signs of dust and debris, and clean it about once every
three months.
Maintenance 3
Cleaning the computer and monitor
1 Unplug the computer from its power source.
2 Unplug the monitor from its power source.
3 Use a clean, dry cloth to dust the computer case
and the monitor.
4 Use a clean cloth dampened with warm water to
wipe the computer case and the monitor case
clean.
Do not use water on the monitor screen.
NOTE: If there is sticker residue or a spill on the
computer or monitor case, use isopropyl or
rubbing alcohol and a lint-free cloth to remove it.
Cleaning the keyboard and mouse
When cleaning the keyboard keys, use a low setting
on the battery-powered vacuum cleaner, to avoid
removing key caps and springs.
1 Vacuum between the keys of the keyboard and
along the grooves.
2 Use a clean, dry cloth and isopropyl alcohol to
clean buildup on the keyboard keys and along its
edges.
3 Wipe the body of the mouse and the mouse cord
with cleaning wipes or a cloth and cleanser.
If you have a rollerball mouse, clean the ball and
rollers inside:
5 Use a clean cloth to dry the computer and
monitor case.
6 Use a clean, dry cloth to clean the monitor screen,
or, for more thorough cleaning use an antistatic
screen cleaner and a clean cloth.
Cleaning vents
Air vents keep the computer and monitor cool. To
maintain efficient air flow, keep these vents clean by
using a small battery-operated vacuum cleaner. (A
battery-operated vacuum cleaner eliminates the risk of
electric shock.)
1 Run the vacuum over the vents in the computer
case and the monitor case.
2 Remove any debris that has accumulated in and
around the computer ports (for example, the
Ethernet and USB ports).
1 Turn the mouse upside down.
2 Rotate the ball-cover ring counterclockwise to
remove the ring and release the roller ball.
3 Rinse the roller ball with soap and warm water.
4 Clean the rollers inside the mouse with a cotton
swab dampened with isopropyl alcohol.
5 After the roller ball and rollers are completely dry,
replace the ball and ball-cover ring.
4 Troubleshooting and Maintenance Guide
Troubleshooting Computer Problems
The troubleshooting tables appear in the following
order:
Audio
CD and DVD Drives
Video
Display (Monitor)
Hard Disk Drive
Hardware Installation
Internet Access
Keyboard and Mouse
Power
Performance
Bluetooth Wireless Devices
Miscellaneous
For more information about monitor problems, or for
problems related specifically to your printer, refer to
the documentation provided by the product
manufacturer.
Audio
Symptom Possible solution
No sound is produced. Press the Mute button on the keyboard to see whether the Mute feature is
enabled.
Or
1 Click the Windows Start Button, and then Control Panel.
2 Click Hardware and Sound, and then Adjust system volume.
3 If programs are muted, click the Mute button to unmute.
Click the Vol um e icon ( ) on the task bar, or use the keyboard controls to
increase the volume.
Ensure powered (active) speakers are turned on.
Turn off your computer, and reconnect the speakers. Ensure the speakers are
connected to an audio port, not a Line In or headphone port.
Press the Sleep button (select models only), or the Esc key on the keyboard, to
resume from sleep mode.
Unplug headphones if they are connected to your computer.
Troubleshooting Computer Problems 5
Audio (continued)
Symptom Possible solution
Codec error messages appear
when certain audio files are
played.
Volume is very low or
unsatisfactory.
Open the file in Windows Media Player. Ensure Windows Media Player is
configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download the codec file.
If the correct codec is not available, check to see whether there is an
update available for Windows Media Player.
For more information, open Windows Media Player Help and search for
codec.
Detached non-powered speakers (speakers without a separate power cord)
will not produce satisfactory sound. Replace the non-powered speakers with
powered speakers. Powered speakers have a power cord and On button, and
they connect to the Audio Out (green) connector on the back of the computer.
6 Troubleshooting and Maintenance Guide
CD and DVD Drives
Symptom Possible solution
The CD or DVD drive cannot
read a disc, or it takes too
long to start.
I cannot remove a CD or DVD. Turn on your computer, and press the Eject button nearest the drive to open
My mini-CD disc is falling
down inside the computer.
Ensure the disc is inserted with the label facing up and centered in the tray.
Wait at least 30 seconds for the drive to determine the type of media.
Clean the disc with a disc cleaning kit, available from most computer stores.
The driver may be corrupted or outdated. For detailed information about
restoring and updating drivers, see “Updating Drivers” on page 22.
the tray.
If you suspect a problem with the Eject button itself:
1 Click the Windows Start Button and then Computer.
2 Right-click the CD or DVD drive you want to open.
3 Select Eject from the menu.
On all Slimline computers, the CD/DVD drive is installed in a vertical position.
Standard-sized CDs and DVDs can fit into the drive vertically; however if you
are using a mini-disc, you must first place the computer on its side before you
insert the mini-disc.
1 Face the front of the computer and lay the computer down on its right side.
2 Press the Eject button to open the CD/DVD tray.
3 Place the mini-disc into the recess inside the tray, and press the Eject button
again to close it.
I cannot create (record)
a disc.
Ensure the disc is inserted with the label facing up and centered in the tray.
Verify that you are using the correct disc type (media) for the drive. Try a
different brand of disc.
Ensure the disc is clean and undamaged. If recording stopped during a
recording session, the disc may be damaged; use a different disc.
Use the correct type of disc for the type of files you are recording.
When using a CD-R disc, ensure it is blank if recording music, and that it is
blank or appendable (with space to add more data files) if recording data.
Verify that you are using the correct disc type when you make a copy of a disc.
Some recording programs can record only to the same disc type as the source.
For example, you can record a DVD only to a DVD+R/-R or a DVD+RW/-RW
disc, and you can record a CD only to a CD-R or a CD-RW disc.
Ensure that the disc is in the correct drive, and that you specify the same drive
in the CD or DVD recording software.
Troubleshooting Computer Problems 7
CD and DVD Drives (continued)
Symptom Possible solution
I cannot create (record)
a disc.
(continued)
I cannot add data to a DVD. Ensure you set the correct recording option (append or add data files) in your
Titles of music tracks are not
displayed for the CD.
Select a slower write speed for the recording drive, if a slower speed is
available.
The recording software may not let you add a track if it exceeds the available
space on your disc. You can make space available by removing one or more
tracks from the list before recording the files to the disc.
Close all software programs and windows before recording.
Ensure you have enough available space on your hard disk drive to store a
temporary copy of the content.
Click the Windows Start Button, then Computer. Right-click the hard disk
drive and click Properties to view the available space.
If you are on a network, copy the files from a network drive to your hard disk
drive first, and then record them to disc.
Close all programs and windows, and then restart your computer.
DVD recording software.
For the artist, title, and track information to appear when you play music CDs,
the computer must be connected to the Internet. This information is not
recorded on the disc.
Track information may not be available for every CD.
An error message appears
when I capture video.
I cannot play a DVD movie on
a DVD player.
8 Troubleshooting and Maintenance Guide
You may need to select the capture device if your computer has both an analog
and a digital video capture device. To find out how to change the video device
selection, refer to the Help menu in the video capture program.
Your DVD player cannot play video files that were recorded onto the DVD as
data files. To play a movie properly, use a video recording program. Some
video files may be viewed on a computer, but not on a home DVD video
player.
Video
Symptom Possible solution
Some video files do not play. Your file may be corrupt or in an unsupported format. Open the video file in a
video editor, and then resave the file in a supported format.
Codec error messages appear
when I play certain video files.
Error message: Files Needed
To Display Video Are Missing
or Corrupt.
Display (Monitor)
Open the file in Windows Media Player. Ensure Windows Media Player is
configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download the codec file.
If the correct codec is not available, check to see whether there is an
update available for Windows Media Player.
For more information, open Windows Media Player Help and search for
codec.
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Task s, click Device Manager.
3 Click the plus sign (+) next to Sound, video and game controllers.
4 Right-click TV tuner (select models only), and then click Update Driver
Software.
5 Select Search automatically for updated driver software.
6 Follow the instructions to update the driver.
7 If you are prompted, restart the computer.
In addition to the information listed here, also refer to the documentation that came with your monitor.
Symptom Possible solution
Screen is blank, and monitor
Reconnect the power plug to the back of the monitor and to the wall outlet.
power light is not lit.
Press the On button on the front of the monitor.
Screen is blank. Press the space bar on the keyboard or move the mouse to make the screen
display visible again.
Press the Sleep button (select models only), or the Esc key on the keyboard, to
resume from sleep mode.
Press the On button to turn on the computer.
Inspect the monitor video connector for bent pins:
If any of the pins are bent, replace the monitor connector cable.
If no pins are bent, reconnect the monitor connector cable to the computer.
Troubleshooting Computer Problems 9
Display (Monitor) (continued)
In addition to the information listed here, also refer to the documentation that came with your monitor.
Symptom Possible solution
Images on the screen are too
large or too small, or the
images are fuzzy.
Adjust the monitor resolution setting in Windows Vista:
1 Right-click the desktop, and then click Personalize.
2 Click Display Settings.
3 Adjust Resolution as necessary.
Hard Disk Drive
Symptom Possible solution
Computer seems to be locked
up and is not responding.
Use the Windows Task Manager to close any programs not responding, or
restart the computer:
1 Press the Ctrl-Alt-Delete on the keyboard simultaneously.
2 Click Start Task Manager.
3 Select the program that is not responding, and click End Task.
If closing programs does not work, restart the computer:
1 Press the Ctrl-Alt-Delete keys on the keyboard simultaneously.
2 Click the arrow next to the red Shut Down button, and then click
Restart.
Or
1 Press and hold the On button for 5 or more seconds to turn off the
computer.
2 Press the On button to start the computer.
Error message: Hard disk
drive error.
10 Troubleshooting and Maintenance Guide
Press the Help ? button on the keyboard to open the Help and Support Center,
or refer to the Limited Warranty and Support Guide to contact Support.
A
Hardware Installation
Symptom Possible solution
A new device is not
recognized as part of the
system.
Install the device driver from the CD provided with the device, or download
and install the driver from the device manufacturer’s Web site.
You may need an updated driver for Windows Vista. Contact the device
vendor directly for an update.
For HP peripherals, visit the HP Web site. For details, refer to the Limited
Warranty and Support Guide for details.
Ensure that all cables are properly and securely connected and that the pins in
the cable or connector are not bent.
Turn off the computer, turn on the external device, and then turn on the
computer to integrate the device with the computer.
Restart the computer, and follow the instructions for accepting the changes.
Disable the automatic settings in the operating system for the card, and choose
a basic configuration that does not cause a resource conflict.
You can also reconfigure or disable devices to resolve the resource conflict.
A new device does not work. To install or uninstall a device driver, you must be logged in
with administrative privileges. If you need to switch users,
click the Windows Start Button, click the Arrow button
next to the Lock button, and then click Switch User. Choose a user with
administrative privileges.
Troubleshooting Computer Problems 11
Hardware Installation (continued)
Symptom Possible solution
A device does not work after
installing a new device.
To resolve a device conflict, you may need to disable one of the devices or
uninstall an old device driver:
1 Click the Windows Start Button, right-click Computer, and then click
Properties.
2 Under Task s, click Device Manager.
3 Click the plus sign (+) next to the problem device and check for
exclamation points in a yellow circle near the device icon. The
exclamation point means there is a device conflict or problem with the
device. Exclamation points do not always appear when a device is not
working properly.
4 If you have removed a hardware device, and the device driver is listed in
the Device Manager, this may be causing the device conflict. To uninstall
the old driver so that the new device driver works properly, right-click the
device, click Uninstall, and then click OK.
5 Double-click the name of the device, and select Properties.
6 Click the Resources tab to verify that there is a device conflict.
7 Click the General tab to see whether your device is enabled and working
properly. If it is available, click the Troubleshoot button, and follow the
onscreen instructions in the device troubleshooter wizard.
8 Restart the computer. Click the Windows Start
Button, click the Arrow button next to the Lock
button, and then click Restart.
12 Troubleshooting and Maintenance Guide
Internet Access
Symptom Possible solution
I cannot connect to the
Internet.
Verify Internet settings, or contact your Internet Service Provider (ISP) for
assistance.
Verify that you are using the proper cables for your Internet connection type.
Your computer may have a modem and an Ethernet network adapter (also
called a network interface card, or NIC). A modem uses a standard telephone
cable to make a dial-up connection. An NIC uses a network cable to connect
to a local area network (LAN). 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.
For more information about connecting to the Internet, press the Help ? button
on the keyboard to open the Help and Support Center.
Verify that the Web browser is installed and set up to work with your ISP.
Run the wireless setup wizard:
1 Click the Windows Start Button, and select Network.
2 In the Network window, click Network and Sharing Center.
3 In the Network and Sharing Center window, click Set up a connection
or network to open the wizard.
4 Follow the onscreen instructions.
If your system has external antennas, try to move the antenna to a better
position. If the antenna is internal, try to move the chassis.
Try to connect again later, or contact your ISP for assistance.
I cannot automatically start
Internet programs.
Web pages load slowly. Verify that the correct modem speed and COM port are selected:
Log in to your ISP, and start the desired program.
1 Click the Windows Start Button, and then click Control Panel.
2 Click Hardware and Sound.
3 Double-click Phone and Modem Options.
4 Click the Modems tab, and then the Properties button.
5 In the Device status area, verify the modem is working properly.
Note that Web pages do not always load as quickly as files stored on your
computer. Web pages may also load slowly if there is a high demand for the
Web site at that time.
Troubleshooting Computer Problems 13
Internet Access (continued)
Symptom Possible solution
The AOL program opens even
when it is not being used.
My Internet browser home
page changed to something
I did not want.
You may want to remove the AOL program.
To uninstall AOL:
1 Click the Windows Start Button, and then click Control Panel.
2 Click Uninstall a program.
3 Select America Online, click Uninstall, and then follow the onscreen
instructions.
NOTE:
Removing the AOL program will not cancel your account with AOL.
You m ay hav e spyware on your computer. Spyware is software that usually
runs silently in the background on your computer, collecting and sending
information about you and your use of the computer to another person or
system on the Internet.
You can find and remove spyware from your computer by using any one of a
number of software programs available for this purpose, including Windows
Defender.
To scan for spyware by using Windows Defender:
1 Click the Windows Start Button, All Programs, then click
Windows Defender.
2 Click Scan.
Many of the popular virus protection programs also include tools that scan for
and remove spyware from your computer.
To avoid getting spyware on your computer:
Do not install programs if you are not sure they come from reputable
companies. Check the company Web site carefully for information about
what is included with the program.
Do not automatically click Ye s when a download window asks if it is OK
to install a program on your computer. Read the message in the window
and make sure it is a software program that you really want.
Unwanted pop-up
advertisements display on my
computer when connected to
the Internet.
This is typically caused by adware or advertising-supported software.
You can configure your Web browser to block pop-ups. For example, in
Internet Explorer, click Tools, and then Pop-up Blocker.
To remove adware from your computer, use the antispyware/adware program
included on your computer (select models only), or use any number of
available software programs that remove adware programs.
Note that many of the popular antivirus programs have tools that scan for and
remove adware from your computer.
14 Troubleshooting and Maintenance Guide
Keyboard and Mouse
Symptom Possible solution
Keyboard commands and
typing are not recognized by
the computer.
Keyboard Print button does
not work.
Wireless keyboard or mouse
does not work or is not
detected.
Turn off the computer by using the mouse, reconnect the keyboard to the back
of your computer, and then turn on your computer.
Use the Print menu item in the program (usually located on the File menu).
Check for these problems:
Ensure the mouse and keyboard are within range of the receiver.
Replace the batteries in the keyboard and mouse.
Turn the devices over, take off the battery cover, remove the old batteries,
and insert new alkaline batteries. Do not use rechargeable batteries.
Ensure the mouse is not in suspend mode, which occurs after 20 minutes of
inactivity. Click the left mouse button to reactivate it.
Resynchronize the keyboard and mouse to the receiver:
1 Plug the receiver into a USB port on the computer.
If you have a choice, use a USB port on the front of the computer.
2 Push the Connect button (a) on the receiver (which is also the LED light),
and hold it for 5 to 10 seconds until the blue light starts to flash.
a
3 Check that the mouse is on, and push and hold the Connect button (b) on
the underside of the mouse until the blue LED on the receiver stops
flashing.
b
NOTE: The receiver connection session times out after 60 seconds. To ensure
the connection was established, and that the receiver did not time out instead,
move the mouse and check for response.
Troubleshooting Computer Problems 15
Keyboard and Mouse (continued)
Symptom Possible solution
Wireless keyboard or mouse
does not work or is not
detected.
(continued)
Mouse (with cable) does not
work or is not detected.
Cursor does not respond to
mouse movement.
After the mouse connection is established, repeat the procedure with the
keyboard:
1 Push the Connect button on the receiver, and hold it for 5 to 10 seconds
until the blue light starts to flash.
2 Push and hold the Connect button (c) on the underside of the keyboard
until the blue LED on the receiver stops flashing.
c
Refer to the documentation that came with the keyboard and mouse.
Unplug and reconnect the mouse cable to your computer.
If the mouse is still not detected, turn off the computer, reconnect the mouse
cable, and then restart the computer.
Restart your computer by using the keyboard:
1 Press the Alt and Tab keys on the keyboard simultaneously, to navigate to
an open program.
2 Press the Ctrl and S keys on the keyboard at the same time to save your
changes in the selected program (Ctrl+S is the keyboard shortcut for Save
on most—not all—programs).
3 After saving changes in all open programs, press the Ctrl and Esc keys on
the keyboard simultaneously to display the Windows Start Menu.
4 Use the arrow keys to select the Arrow button next to
the Lock button. Select Shut Down, and then press
the Enter key on the keyboard.
5 After the shutdown is complete, reconnect the mouse connector to the back
of your computer, and then turn on your computer.
Cursor responds slowly to
mouse movement.
16 Troubleshooting and Maintenance Guide
If you have a rollerball mouse, clean the roller ball. For detailed cleaning
instructions, go to: http://www.hp.com/support
Select your country/region and language, search on your computer model
number, and then search on the keyword cleaning.
For a mouse with a roller ball, use a mouse pad or other rough surface under
the mouse. For an optical mouse, try a less reflective surface under the mouse.
Keyboard and Mouse (continued)
Symptom Possible solution
I cannot move the cursor using
the arrow keys on the number
key pad.
Cursor moves only vertically
or horizontally (or it does not
move smoothly on the screen).
Optical mouse does not track
the cursor well.
Cursor moves too fast or
too slow.
Press the Num Lock key. The Num Lock light should not be on if you want to use
the arrow keys on the number key pad.
Remove the rollerball cover from bottom of mouse (rotate it counterclockwise),
remove the ball, and clean it with a damp, lint-free cloth (not paper). Also
clean the rollers on which the ball moves.
Place the mouse on a mouse pad or white sheet of paper, or gently wipe the
light sensor lens on the bottom of the mouse with a lint-free cloth (not paper).
Adjust the cursor speed:
1 Click the Windows Start Button, Control Panel, Hardware and
Sound, and then Mouse.
2 Click the Pointer Options tab.
3 Adjust the Motion slider toward Slow or Fast to decrease or increase
the speed at which the cursor responds to mouse movement.
4 Click OK.
Power
Symptom Possible solution
Computer will not turn on
or start.
Ensure that cables connecting the computer to the external power source are
plugged in properly.
When the cables connecting the computer to the external power source are
plugged in properly, and the wall outlet is functioning, the green power supply
light on the back of the computer should be on; if it is not, refer to the Limited
Warranty and Support Guide to contact Support.
If the display (monitor) is blank, the monitor may not be properly connected.
Connect the monitor to the computer, plug it in, and turn it on. See “Display
(Monitor)” on page 9.
Set the line voltage selection switch to the correct setting for your country/
region, or refer to the Limited Warranty and Support Guide to contact Support.
Test the wall outlet by connecting a different electrical device to it.
Incompatible memory (RAM) may have been installed. Reinstall the old
memory to return your computer to its original state. For instructions, refer to
the Upgrading and Servicing Guide.
Reseat the hard disk drive data and power cables. For instructions, refer to the
Upgrading and Servicing Guide.
Troubleshooting Computer Problems 17
Power (continued)
Symptom Possible solution
Error message: Invalid system
disk or Non-System disk or
disk error.
Computer does not turn off
when the On button is
pressed.
Computer shuts down
automatically.
Computer displays the wrong
date and time.
When drive activity stops, remove the disk and press the spacebar on the
keyboard. The computer should start up.
Press and hold the On button until the computer turns off.
The computer may be in an exceedingly hot environment. Let it cool down.
Ensure computer air vents are not blocked and internal fan is running. Note
that your computer may not have an internal fan.
The real-time clock (RTC) battery may need to be replaced. Battery life is
approximately seven years.
Before replacing the battery, try resetting the date and time in your operating
system by using the Control Panel. If the problem persists, replace the battery.
For instructions, refer to the Upgrading and Servicing Guide.
18 Troubleshooting and Maintenance Guide
Performance
Symptom Possible solution
Software programs and files
take longer to open or
respond.
If you created multiple user accounts on your computer, ensure other users are
not logged in. If there are multiple users logged in simultaneously, system
resources must be shared among them.
Run the Disk Cleanup program to delete unwanted files (including temporary
Internet files, installed components and programs that you no longer use, and
files in the Recycle Bin) from your hard disk drive:
1 Click the Windows Start Button, All Programs, Accessories,
System Tools, and then click Disk Cleanup.
2 Select the drive on which you want to perform the cleanup.
3 Place a checkmark in the checkbox next to the file types you want to
delete.
4 Click OK, and then click Yes to permanently delete the files.
Run the Disk Defragmenter program to group fragmented files together on your
hard disk drive to improve performance. This does not affect the location of
files and folders on your computer.
NOTE: The Disk Defragmenter program may take a long time to complete. It is
a good idea to run it overnight.
1 Save your work and close all other programs.
2 Press the Ctrl-Alt-Delete keys simultaneously.
3 Click Start Task Manager.
4 On the Applications tab, select all the programs that are listed, and then
click End Task.
5 Click the Windows Start Button, choose All Programs,
Accessories, and System Tools, and then click Disk Defragmenter.
6 Click Defragment now.
Remove unused programs:
1 Click the Windows Start Button, and then Control Panel.
2 Click Uninstall a program. The Programs and Features window opens.
3 Select the program you want to remove and click Uninstall.
4 Follow the onscreen instructions.
Troubleshooting Computer Problems 19
Performance (continued)
Symptom Possible solution
Software programs and files
take longer to open or
respond.
(continued)
Check for hard disk drive errors:
1 Close all open programs and windows.
2 Click the Windows Start Button, and then Computer.
3 Right-click the hard disk drive that you want to check, and then click
Properties.
The System Properties window opens.
4 Click the Tools tab.
5 Under Error-checking, click Check Now.
6 If desired, place a checkmark in the Automatically fix file system
errors and Scan for and attempt recovery of bad sectors
checkboxes.
7 Click Start. If you are prompted to restart the computer, click Yes.
Bluetooth Wireless Devices
Symptom Possible solution
Bluetooth device is not
working.
Ensure the device and your computer are the correct distance apart—not too
far and not too near. For the correct distance, refer to the device instructions.
Remove and then reinstall the device:
1 Click the Windows Start Button, and then Control Panel.
2 Click Hardware and Sound, and then Bluetooth Devices.
3 Select the device that is not working, and click Remove.
4 Click Add, press the reset button on the device, place a checkmark in the
My device is set up and ready to be found checkbox, and then
click Next.
5 Follow the onscreen wizard instructions.
The device may have too many connections. Either wait until the device is less
busy, or set the other devices so they are not discoverable. For information on
how to turn off discoverability, refer to the device instructions.
Ensure other devices that use radio frequencies (for example, microwave
ovens, cordless phones, and 802.11 wireless networks) are not creating
interference. Try moving the device that is not working farther away from other
devices.
20 Troubleshooting and Maintenance Guide
Miscellaneous
Symptom Possible solution
Error message: Insufficient
memory.
Remote sensor is not receiving
a signal from the remote
control (select models only).
Memory card reader (select
models only) cannot read my
memory card.
Close all open programs, and then try the desired task
again, or restart your computer (click the Windows Start
Button, click the Arrow button next to the Lock button,
and then click Restart). If the message displays again, consider purchasing
and installing additional memory.
1 Click the Windows Start Button, right-click Computer, and then
select Properties.
2 Under Task s, click Device Manager.
3 Click the plus sign (+) next to Universal Serial Bus Controllers.
4 If eHome Infrared Receiver is listed under Universal Serial Bus Controllers,
Windows Vista is properly detecting the IR receiver. If it is not listed, go to
the next step.
5 Unplug the end of the USB cable on the remote sensor from the computer,
and then plug it back into the same USB port.
6 Disconnect all other USB devices, leaving the remote sensor connected,
and then restart the computer. Connect other USB devices after the remote
sensor appears in the Device Manager window.
Do not insert or remove memory cards when the in-use light is flashing. Doing
so may cause data loss or permanent damage to the card reader.
Some memory cards have a Read/Write or Security switch. Ensure the switch
is set to Write Enabled before you attempt to write data to the card.
Ensure the amount of data you are storing has not exceeded the storage limit
of the memory card.
Ensure the memory card is one of the supported types:
CompactFlash (I, II, and Microdrive), Memory Stick, Memory Stick Pro,
MultiMedia, Secure Digital, SmartMedia, or xD. Some models may support
additional types.
Ensure the memory card is fully inserted into the correct slot.
Inspect the ends of the memory cards for dirt or material that closes a hole or
spoils a metal contact. Clean the contacts with a lint-free cloth and a small
amount of isopropyl alcohol. Replace the memory card if necessary.
Troubleshooting Computer Problems 21
Repairing Software Problems
Your computer uses the operating system and installed
software programs during normal operation. If
your computer works improperly or stops because of
the software, you may be able to repair it.
Some software repairs are as simple as restarting
your computer, and others require performing a system
recovery from files on your hard disk drive
IMPORTANT: You must perform the computer repair
methods in the order described in this document.
.
Software Repair Overview
This section lists the available methods of fixing your
computer if you are experiencing software problems.
The sections that follow provide detailed instructions
for each method. You must perform the procedures in
the order listed in this overview:
1 Restarting Your Computer
2 Turning Off Your Computer
3 Updating Drivers
4 Microsoft System Restore
5 Software Program and Hardware Driver
Reinstallation
6 System Recovery
NOTE: If you are replacing a hard disk drive, you
only need to perform the system recovery.
Restarting Your Computer
Restarting is the simplest repair method for your
computer. When you restart, the computer reloads the
operating system and software into its memory.
To restart your computer:
1 Close all open programs and windows.
2 Click the Windows Start
Button, click the Arrow
button next to the Lock button,
and then click Restart.
Turning Off Your Computer
When you turn off your computer and then turn it on
again, you force the computer to reload the operating
system into its memory, which clears some tracking
information. This may eliminate some problems that
can remain after you perform a restart.
To turn off your computer:
1 Close all open programs and windows.
2 Click the Windows Start
Button, click the Arrow
button next to the Lock button,
and then click Shut Down.
3 Start your computer by pressing the On button.
Updating Drivers
A driver is a software program that enables your
computer to communicate with an attached device,
such as a printer, hard disk drive, mouse, or keyboard.
Complete the following procedure to update a driver,
or to revert to an earlier version of the driver if the new
one does not solve your problem:
1 Click the Windows Start Button, right-click
Computer, and then click Properties.
2 Under Tasks, click Device Manager.
3 Click the plus sign (+) to expand the type of device
for which you want to update or rollback, (for
example, DVD/CD-ROM drives).
4 Double-click the specific item (for example,
HP DVD Writer 640b).
5 Click the Driver tab.
6 To update a driver, click Update Driver, and
follow the onscreen instructions.
Or
To revert to an earlier version of a driver, click
Rollback Driver, and follow the onscreen
instructions.
22 Troubleshooting and Maintenance Guide
Microsoft System Restore
Microsoft Windows Vista includes a feature that
enables you to restore your computer configuration to
that of a previous time when the current software
problem did not exist. The feature does this by creating
a restore point where it records the computer settings
at that time and date.
When a new program is installed, the operating
system automatically creates a restore point before it
adds the new software. You can also set restore points
manually.
If you experience a problem that you think may be due
to software on your computer, use System Restore to
return the computer to a previous restore point.
NOTE: Always use this System Restore procedure
before you use the System Recovery program.
To start a System Restore:
1 Close all open programs.
2 Click the Windows Start Button, All
Programs, and Accessories.
3 Choose System Tools, System Restore, and
then click Next.
4 Follow the onscreen instructions.
To manually add restore points:
1 Close all open programs.
2 Click the Windows Start Button, and then
Control Panel.
3 Click System and Maintenance, and then
System.
4 Click System protection.
5 Under Automatic Restore Points, select the
disk for which you want to create a restore point.
6 Click Create.
7 Follow the onscreen instructions.
For more information about software restore points:
1 Click the Windows Start Button, and Help
and Support.
2 Type system restore in the Search box, and then
click Search.
Software Program and Hardware Driver Reinstallation
If an individual factory-installed software program or
hardware driver is damaged, you can reinstall it by
using the Recovery Manager program (select
models only).
NOTE: Do not use the Recovery Manager program to
reinstall software programs that came on CDs or DVDs
included in the computer box. Reinstall these programs
directly from the CDs or DVDs.
Before you uninstall a program, be sure you have a
way to reinstall it. Check that it is still available from
where you initially installed it (for example, discs or the
Internet). Or check that the program is in the list of
programs you can reinstall from the Recovery
Manager.
To check the list of installable programs in the Recovery
Manager:
1 Click the Windows Start Button,
All Programs, PC Help & Tools, and then
click Recovery Manager.
2 Click Advanced Options, then
Software program re-installation, and
then click Next.
3 Click Next at the Welcome screen.
A list of programs opens. Check whether your
program is there.
To uninstall a program:
1 Close all software programs and folders.
2 Uninstall the damaged program:
a Click the Windows Start Button, Control
Panel.
b Under Programs, click Uninstall a
program.
c Select the program you want to remove, and
then click Uninstall.
d Click Ye s if you want to continue with the
uninstall process.
Repairing Software Problems 23
To reinstall a program using the Recovery Manager:
1 Click the Windows Start Button,
All Programs, PC Help & Tools, and then
click Recovery Manager.
2 Click Advanced Options, then
Software program re-installation, and
then click Next.
3 Click Next at the Welcome screen.
4 Choose the program you want to install, click
Next, and follow the onscreen instructions.
5 When you have finished reinstalling, restart the
computer.
Creating Recovery Discs
Complete the procedure described in this section to
create a set of recovery discs from the recovery image
stored on your hard disk drive. This image contains the
operating system and software program files that were
originally installed on your computer at the factory.
You can create only one set of recovery discs for your
computer. Furthermore, the recovery discs you create
can be used only with your computer.
After creating the recovery discs, you can delete the
recovery image if you want to make extra space
available on your hard disk drive
.
NOTE: Do not skip this last step. You must restart the
computer after recovering software programs or
hardware drivers.
System Recovery
After you have tried the previously mentioned methods
of repairing your computer, you can run a system
recovery as a last resort to reinstall the factory-shipped
operating system, software programs, and hardware
drivers.
System recovery completely erases and reformats the
hard disk drive, deleting all data files you have
created. System recovery reinstalls the operating
system, programs, and drivers. However, you must
reinstall any software that was not installed on the
computer at the factory. This includes software that
came on CDs included in the computer accessory box,
and software programs you installed after purchase.
You must choose one of the following methods to
perform a system recovery:
Recovery Image—Run the system recovery from a
recovery image stored on your hard disk drive.
The recovery image is a file that contains a copy
of the original factory-shipped software. To
perform a system recovery from a recovery image,
see “Starting system recovery from the hard
disk drive” on page 25.
NOTE: Do not delete the recovery image until you
have made recovery discs.
Choosing Recovery Discs
There are several advantages to using DVDs instead of
CDs when creating recovery discs:
DVDs have greater capacity than CDs, so there
are fewer discs to record and store.
DVD recovery discs take less time to create than
CD recovery discs.
To create recovery discs, your computer must have
a CD or DVD Writer drive, or other drive that can write
to CDs or DVDs.
DVD+RW, DVD-RW, and CD-RW discs cannot be used
to create recovery discs.
You must use high-quality discs. Because making a set
of recovery discs is so important, there is a very high
verification standard for this process. You may see
error messages such as Recording failure when writing
disc or Error detected during disc verification.
Your discs may be rejected if they are not defect-free.
You will be prompted to insert a new blank disc to try
again. It is normal that some of your discs may be
rejected.
NOTE: The recovery image uses a portion of the
hard disk drive that cannot be used for
data storage.
Recovery Discs—Run the system recovery from a
set of recovery discs (CDs or DVDs) that you
create from files stored on your hard disk drive. To
create recovery discs, see the next section.
24 Troubleshooting and Maintenance Guide
The number of discs in the recovery disc set depends
on your computer model. The program that creates the
discs tells you the specific number of blank discs
needed to make the set. The following table gives an
idea of how many discs you will need.
Number of Required
Disk Drive Disc Type
DVD DVD-R, DVD+R 1–2 discs
DVD DVD+R
Dual-Layer
CD CD-R 7–11 discs
No CD or
DVD drive
Blank Discs
1 disc
Contact HP Support
Starting system recovery from the hard disk drive
Choose one of the following procedures to reinstall the
software from the recovery image on your hard disk
drive:
System recovery from the Windows Vista
Start menu
System recovery at system startup
System recovery from the Windows Vista
Start
menu
If the computer is working, and Windows Vista is
responding, use these steps to perform a system
recovery.
The process takes some time 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 resumes where it left off.
To create recovery discs:
1 Close all open programs.
2 Click the Windows Start Button,
All Programs, PC Help & Tools, and then
Recovery Disc Creation.
3 Follow the onscreen instructions. Label each disc
as you make it (for example, Recovery 1,
Recovery 2).
4 Store the recovery discs in a safe place.
System Recovery Options
You should attempt a system recovery in the
following order:
1 Through the Windows Vista Start menu.
2 By pressing the F11 key on the keyboard during
startup.
3 Through recovery discs that you create.
4 Through recovery discs purchased from
HP Support. To purchase recovery discs, go to
http://www.hp.com/support and visit the
Software & Driver downloads page for your
computer model.
NOTE: System recovery deletes all data and
programs that you created or installed after purchase.
Therefore, ensure you have backed up any data that
you want to keep onto a removable disc.
1 Turn off the computer.
2 Disconnect all peripheral devices from the
computer except the monitor, keyboard, and
mouse.
3 Turn on the computer.
4 Click the Windows Start Button, All
Programs, PC Help & Tools, and Recovery
Manager.
5 In the Recovery Manager Welcome window, click
the Advanced options button.
6 In the Advanced Options window, click System
recovery, and then click Next.
Your computer will restart.
NOTE: If your system does not detect a recovery
partition, it will prompt you to insert a
recovery disc.
7 In the Welcome window, click Next.
8 Click No to perform a system restore, and then
click Next.
9 If you are prompted to back up your files and you
have not done so, click Yes. Otherwise, click No,
and then click Next.
System recovery begins.
10 After system recovery is complete, the computer
restarts.
11 Complete the registration process, and wait until
you see the desktop.
Repairing Software Problems 25
12 Turn off the computer, reconnect all peripheral
devices, and turn the computer back on.
13 Perform the procedure “Performing the
post-recovery procedure” on page 27.
System recovery at system startup
Running system recovery from recovery discs
This section contains the procedure for performing a
system recovery from the recovery discs you created as
described in “Creating Recovery Discs” on page 24.
If Windows Vista is not responding, but the computer is
working, use these steps to perform a system recovery:
NOTE: System recovery deletes all data and
programs that you created or installed after purchase.
Therefore, ensure you back up any data that you want
to keep onto a removable disc.
1 Turn off the computer. If necessary, press and hold
the On button until the computer turns off.
2 Disconnect all peripheral devices from the
computer, except the monitor, keyboard, and
mouse.
3 Press the On button to turn on the computer.
4 Immediately, when you see the initial company
logo screen appear, press the F11 key on your
keyboard repeatedly until the Recovery Manager
window appears.
5 Click Advanced options.
6 In the Advanced options window, click System
recovery, and then Next.
7 Click No to back up files (if you have already
done so), and then click Next.
System recovery begins. After system recovery is
complete, the computer restarts.
8 Complete the registration process, and wait until
you see the desktop.
9 Turn off the computer, reconnect all peripheral
devices, and turn the computer back on.
10 Perform the procedure “Performing the
post-recovery procedure” on page 27.
NOTE: System recovery option deletes all data and
programs that you created or installed after purchase.
Therefore, ensure you back up any data you want to
keep onto a removable disc.
To run the system recovery program using
recovery discs:
1 If the computer is working, create a backup CD or
DVD containing all the data files you want to save.
When you are done, remove the backup disc from
the drive tray.
CAUTION: All data on the hard disk drive
will be deleted. You will lose data if it is not
backed up.
2 Insert recovery disc #1 into the appropriate drive
tray (CD or DVD), and close the tray.
3 If the computer responds, click
the Windows Start Button,
click the Arrow button next to
the Lock button, and then click Shut Down.
Or
If the computer does not respond, press and hold
the On button for approximately 5 seconds, or
until the computer turns off.
4 Disconnect all peripheral devices from the
computer, except the monitor, keyboard, and
mouse.
5 Press the On button to turn on the computer.
A window may open, prompting you to choose
between running system recovery from the discs or
from your hard drive.
26 Troubleshooting and Maintenance Guide
6 Choose to run from the recovery discs, and then
click Next.
7 In the Welcome window, click Next.
8 Click No to perform a system restore, and then
click Next.
9 If you are prompted to back up your files and you
have not done so, click Yes. Otherwise, click No,
and then click Next.
10 Insert the next recovery disc if you are prompted
to do so.
11 When the Recovery Manager is finished, remove
the last recovery disc.
12 Click Finish to restart the computer.
Performing the post-recovery procedure
1 At the Welcome to Microsoft Windows screen,
follow the onscreen setup instructions, and then
click Start in the last screen to display the
Windows desktop.
2 Configure your Internet connection.
3 Turn off your computer, reconnect all devices that
were originally connected to it, and then restart
the computer.
4 Reinstall software that originally came in the box
with your computer, and also any additional
software you purchased.
The system recovery software might have
already installed some of the software that
came in the box.
If you installed updates to any software
programs, reinstall those as well. You can
typically download these updates from the
software manufacturer’s Web site.
5 Use Windows Update to get critical updates from
Microsoft:
a Click the Windows Start Button, and
Control Panel.
b Under Security, click the Check for
Updates button.
c Download and install updates by clicking
Install Updates.
6 Restart your computer. (Some updates will not
finish installing until you restart.)
7 Use HP Update to get critical updates from HP:
a Click the Windows Start Button,
All Programs, the HP folder, and then
HP Update.
b Follow the onscreen instruction to download
driver and software updates.
8 If you performed a backup before the system
recovery, copy the backup data files from the
backup media to your hard disk drive.
9 Ensure your system is running up-to-date security
software.
Repairing Software Problems 27
www.hp.com
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