Hp e-diagtools administrator’s guide

www.hp.com/desktops/diagtools

hp e-diagtools

administrator’s

guide

hp business pcs

hp e-pc hp brio hp vectra hp kayak

hp workstations

including: hp visualize hp kayak

hp notebook pcs

hp omnibook hp pavilion

Notice

The information contained in this document is subject to change without notice. Hewlett-Packard makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material.

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HP France Business Desktop Division 38053 Grenoble Cedex 9 France

Version of 08/2001 for e-Diagtools 3.0x - 3.5x

HP e-Diagtools Administrator’s Guide

Who Should Read This Book?

This manual is intended for MIS or IT personnel and it describes how to configure the HP e-Diagtools diagnostic solution to obtain optimal e-support and remote capabilities. It covers e-Diagtools versions 3.0 to 3.5x.

More Information and HP Support Web Sites

For more information about e-Diagtools, refer to the e-Diagtools web site:

www.hp.com/desktops/diagtools

For more information about support for your HP computer, including e-Diagtools information, refer to the HP Support web sites:

HP Support www.hp.com/go/support

HP Vectra Support www.hp.com/go/vectrasupport

HP Brio Support www.hp.com/go/briosupport

HP Kayak Support www.hp.com/go/kayaksupport

HP e-pc Support www.hp.com/go/e-pcsupport

HP Workstation Support www.hp.com/workstations/support

HP Notebook Support www.hp.com/go/support

4 English

Contents

1 Introduction

Overview of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What is e-Diagtools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What’s New in e-Diagtools Version 3.5x?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Where to Find e-Diagtools – e-Diagtools Media . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Which of these Media Should You Use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Limitations of CD-ROM Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

e-Diagtools and HP Business PC Support Toolbox . . . . . . . . . . . . . . . . . . . . . . . 14

Software Components in and around the e-Diagtools Solution . . . . . . . . . . . . . 15

2 Parameters and Settings

e-Diagtools Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Utility Partition INI Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3 The Utility Partition

What is the Utility Partition? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

What is it for?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Benefits of the Utility Partition and Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Utility Partition Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Hidden Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Configuring the Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Tools to Configure the Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Startup Activation Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

e-Diagtools Startup Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Utility Partition HiPaConf.INI File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Recovering the Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Updating the Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Recreating the Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Gold Disks and the HP Utility Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Contents

4 Network Configuration for e-Diagtools

Network Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

What is the LAN Configuration Agent? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

LAN Configuration Agent, Local Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

E-mail Addresses for Sending Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Master Catalog Address for BIOS Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Network.INI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

5 BIOS Update Mechanisms

The BIOS Update Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

How the BIOS Update Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Disabling BIOS Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

BIOS Packages, Signed ZIP Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Master Catalogue Web Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Local Web/FTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

6 Integration with HP Toptools

Toptools Control of e-Diagtools on Multiple Computers . . . . . . . . . . . . . . . . . . . 42

1. Update/Hardware Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

2. Configure e-Diagtools Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

3. Remote Execution of e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Toptools Properties Page for e-Diagtools

(Targeting One Computer at a Time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Settings: e-Diagtools Startup and Internet Settings (when available) . . . . . . . . . . . . 46

Synchronize Parameters with Windows LAN Configuration . . . . . . . . . . . . . . . . . . . . 47

Diagnose and TroubleShoot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

The e-Diagtools Tab in the Toptools Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

1. Startup Options (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

2. Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3. Diagnose and Troubleshoot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

6 English

7 Virtual Call Assistant

What is the Virtual Call Assistant? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

How it Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

How to Use the VCA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

VCA Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

8 English

this chapter applies to

hp business pcs

hp workstations

hp notebook pcs

✔ ✔ ✔

Introduction

This chapter introduces e-Diagtools, and describes the latest version of e-Diagtools, the media it comes on, and the various related software components.

1 Introduction

Overview of this Manual

This manual is targeted at IT and MIS personnel having responsibility for system administration and end-user support. This manual describes:

•

Setting up e-Diagtools Explains how to configure the HP e-Diagtools diagnostics solution in order to obtain optimal e-support capabilities

• HP Utility Partition parameters

•

LAN Configuration Agent

• BIOS update mechanisms

•

Creating and Sending Support Tickets Remotely Shows how to configure your remote computers to produce a Support Ticket and send it via SMTP-based e-mail to your own help-desk or your Authorized Support Provider.

•

Integration with HP Toptools Describes the remote capabilities of e-Diagtools, with details on how to execute e-Diagtools on managed computer’s from Toptools Device Manager. (The remote configuration of e-Diagtools Start-up and Internet options from Toptools Device Manager requires Device Manager 5.0 or higher on the Toptools server. In addition it requires Toptools Agent 5.0 or higher on the client computer.)

This manual covers e-Diagtools versions 3.0x to 3.5x

What is e-Diagtools?

The first step in solving a problem with a computer is diagnosis.

HP’s e-Diagtools helps you diagnose hardware-related problems on an HP computer.

It is a series of tools designed to help you to:

• Distinguish between software and hardware problems

• Diagnose hardware-related problems

•

Provide precise information to support providers so that they can solve any problem quickly and effectively.

For more information about e-Diagtools 3.5x, refer to the e-Diagtools User’s Guide, available

addresses).

e-Diagtools is not a repair tool.

on your HP computer’s support web site (refer to page 4 for web

1 Introduction

What’s New in e-Diagtools Version 3.5x?

Version 3.5x of e-Diagtools has these new features:

• Supports the latest HP computers

• Incorporates new, more efficient hardware diagnostics tests

• Has an improved user interface, especially for advanced tests

• Has a context sensitive help system

•

Minimizes the number of reboots (restarts) required

•

For HP Business PCs, provides a new activation from the HP logo screen (using

•

Provides step-by-step troubleshooting recommendations if there is a test warning or error

•

Issues a warning message in the basic tests if any main hardware components are missing.

<F8> key)

•

Provides more information in the support ticket, such as the history of the computer’s configuration from the first time e-Diagtools was run up to the last time e-Diagtools was run

•

Available in these languages: English, French, German, Italian, Spanish, Portuguese, Simplified Chinese and Japanese. e-Diagtools for Windows is additionally available in Traditional Chinese.

1 Introduction

Where to Find e-Diagtools – e-Diagtools Media

Version 3.5x of HP e-Diagtools is supplied on the following media:

•

The Utility Partition pre-installed on your hard disk — on most new HP computers.

• The recovery CD supplied with your computer:

• The HP PC Image Engineer - Image Library and Diagnostics CD-ROM for

e-pc, Brio and Vectra PCs, as well as Kayak PC Workstations.

•

The Recovery CD for HP Notebook PCs.

• The HP Diagtools CD-ROM for Linux HP computer models.

•

The generic HP Diagtools CD-ROM — this CD contains all e-Diagtools versions to cover a wide range of HP e-pc, Vectra, Kayak, Brio, Notebook and Visualize computers. This CD-ROM can be ordered from the Diagtools web site

www.hp.com/desktops/diagtools.

The generic HP Diagtools CD-ROM also contains:

• The e-Diagtools Quick Tour

• Self-paced training for e-Diagtools, Virtual Call Assistant, and HP Instant

Support

•

The e-Diagtools User’s Guide for each version of e-Diagtools provided on the CD-ROM

•

A utility to update the e-Diagtools Utility Partition (available on recent HP Diagtools CD-ROMs only.

Which of these Media Should You Use?

e-Diagtools 3.5x is provided on several different media (described above). You should use the media that is most suited to you, taking into account the advantages and limitations of each.

However, here are some recommendations:

•

In general, use the Utility Partition version of e-Diagtools. This provides the most complete feature set. For recent HP Business PCs, press select the option to run e-Diagtools. For all other computers, press appears during startup.

• For HP Notebook PCs, use e-Diagtools in conjunction with e-Diagtools for

Windows. (For more information about e-Diagtools for Windows, refer to the e-Diagtools User’s Guide, available on your HP support web site – refer to

4 for web addresses).

F8 when the startup HP logo appears, then

F10 when the “Press <F10>...” message

page

•

If the computer’s Utility Partition is not intact, use the HP recovery CD-ROM provided with the computer.

1 Introduction

Where to Find e-Diagtools – e-Diagtools Media

• For HP computers provided with Linux, use only the HP e-Diagtools CD-ROM for

Linux models.

•

If you have a range of HP computers, such as HP Business PCs, HP Workstations, and HP Notebook PCs, use the generic HP Diagtools CD-ROM.

Limitations of CD-ROM Versions

e-Diagtools Version 3.5x on CD-ROM has these limitations:

• BIOS updates are not possible. Use the Utility Partition version of e-Diagtools for

this.

e-Diagtools Version 3.0x on CD-ROM has these limitations:

•

BIOS updates are not possible.

• You cannot send support tickets.

•

You need to set the computer’s BIOS setup so that the Plug ‘n Play field is set to no.

• There is no F11 facility to play back the audio error code (when you encounter

an e-Diagtools error) to VCA-equipped support providers.

1 Introduction

e-Diagtools and HP Business PC Support Toolbox

The e-Diagtools solution is a large part of a complete set of support tools provided for HP Business PCs. This “Support Toolbox” provides a range of solutions to satisfy the diverse needs you may experience during the life of the PC:

•

Pre-boot diagnostics Enables troubleshooting when the screen is blank and the PC cannot start. This is described in the e-Diagtools User’s Guide, available on your HP computer’s support web site (refer to page 4 for web addresses).

• HP e-Diagtools hardware diagnostics

Allows complete and effective diagnosis of the PC’s hardware. Described in this manual and in the e-Diagtools User’s Guide, available on your HP computer’s support web site (refer to page 4 for web addresses).

• Serviceability

Allows quick and easy repair of HP Business PCs, for example, replacing the hard drive of an e-pc.

•

HP Toptools For remote management of HP Business PCs and other devices on the network. Toptools management of e-Diagtools is described in chapter 6, ”Integration with HP Toptools”. For more information about Toptools, refer to the Toptools web site

www.hp.com/go/toptools

•

HP Instant Support

For web-based automated diagnostics and solutions, as well as the troubleshooting knowledge base. For more information refer to the Instant Support web site

www.hp.com/go/instantsupport

•

Recovery CDs.

Allow full recovery of the PC’s operating system, drivers and utilities, and can also help create disk images for later deployment.

• HP Virtual Call Assistant

The VCA is an e-Diagtools diagnostic aid that is capable of detecting and recognizing audio error signals from remote computers. Refer to chapter 7, ”Virtual Call Assistant” for more information.

1 Introduction

Software Components in and around the e-Diagtools Solution

Toptools

Device

Manager

HP Instant Support

www.hp.com/go/instantsupport

1 Introduction

Software Components in and around the e-Diagtools Solution

This is a list of the software components which together comprise the e-Diagtools solution for remote BIOS updates and remote troubleshooting and diagnosis of your managed computers

Software Component Detail

e-Diagtools, the diagnosis and troubleshooting software solution, is pre-loaded on most new HP Business PCs, HP Workstations, and HP Notebook PCs (in the HP Utility Partition).

e-Diagtools

e-Diagtools for Windows

(for HP Notebook PCs only)

e-Diagtools

Pre-boot Diagnostics

The latest version of e-Diagtools can be downloaded from your HP support web site. For more information, refer to the e-Diagtools User’s Guide, also available on your HP support web site. HP support web site addresses are on page 4.

e-Diagtools for Windows brings the Internet-related e-Diagtools features to HP Notebooks PCs. Upgrading the BIOS, sending the support ticket, and upgrading the diagnostic software can be done using the Notebook’s modem or LAN connection. For more information, refer to the e-Diagtools User’s Guide, available on your HP support web site (refer to page 4 for web addresses).

Pre-boot diagnostics helps you to troubleshoot problems when your HP Business PC or HP Workstation cannot start properly. It includes an audio error signal that can be played back to a support provider (equipped with the Virtual Call Assistant) for prompt, effective solutions. For more information, refer to the e-Diagtools User’s Guide, available on your HP support web site (refer to page 4 for web addresses).

BIOS Update and

Sending Support Ticket

LAN Configuration

Agent

Virtual Call

Assistant

Utility Partition

Tools

Using your computer’s Internet connection, you can download the latest BIOS from HP’s server and install it on your computer. You can also email your support ticket to your support provider with ease. For HP Business PCs and HP Workstations, these features are available within e-Diagtools hardware diagnostics. For HP Notebooks PCs, these features are available using e-Diagtools for Windows. For more information about using these features, refer to the e-Diagtools User’s Guide, available on your HP support web site (refer to page 4 for web addresses).

This is a Windows-based utility that automatically records your computer’s network parameters (every time Windows starts) and stores them in the Utility Partition. This network information is used when you update your BIOS or send a support ticket via e-Diagtools. HP Notebooks PCs use e-Diagtools for Windows to perform this task. For more information, refer to chapter 4, ”Network Configuration for e-Diagtools”. The LAN Configuration Agent is available from HP’s support web site (refer to page 4 for web addresses).

The Virtual Call Assistant (VCA) is hardware and software kit that automatically detects and decodes audio warning signals emitted by e-Diagtools Pre-Boot Diagnostics, BIOS EMU error codes, and e-Diagtools hardware diagnostic errors. The encoded signals from the remote computer indicate the nature of a failure state. For more information, refer to chapter 7, ”Virtual Call Assistant” or refer to the Virtual Call Assistant User’s Guide, available from HP’s support web site (refer to page 4 for web addresses).

This is a set of tools for configuring or recreating the HP Utility Partition. For more information, refer to chapter 3, ”The Utility Partition”.

1 Introduction

Software Components in and around the e-Diagtools Solution

Software Component Detail

The Toptools Device Manager for the remote operation of single or multiple managed PCs.

Toptools

Device Manager

Toptools Agent

(Toptools for PCs)

HP Instant Support

For more information, refer to chapter 3, ”The Utility Partition”. The Toptools Device Manager is available from the HP Toptools web site,

www.hp.com/go/toptools

The Toptools Agent is provided on HP Business PCs and HP Omnibook Notebooks. It must be present for you to use Toptools Device Manager remotely to control the PC. For more information, refer to chapter 6, ”Integration with HP Toptools”.

The Toptools Agent software is available from the HP Toptools web site.

This web-based tool provides automated diagnostics and solutions, software solutions, and the troubleshooting knowledge base. In some cases, it can remotely launch certain e-Diagtools diagnostic features for automated troubleshooting. For more information, refer to the web site

www.hp.com/go/instantsupport

The e-Diagtools functions may be accessed locally on each computer.

The Toptools Device Manager can interface with e-Diagtools on managed computers equipped with the Toptools Agent. The Toptools Device Manager can, if required, configure e-Diagtools parameters and run e-Diagtools diagnostics remotely. A Support Ticket containing the diagnostics results may be sent by e-mail to your Authorized Support Provider, or by LAN to the Toptools Server.

1 Introduction

Software Components in and around the e-Diagtools Solution

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