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HP HDD, HARD DISK DRIVE Troubleshooting Manual

HP HARD DISK DRIVE
TROUBLESHOOTING GUIDE
HDD Troubleshooting Guide Page 1 of 48
TABLE OF CONTENTS
1.1 Introduction..................................................................................................... 3
1.2 Tools and Diagnostics: Drive Self Test – DST............................................ 3
1.3 DST Benefits.................................................................................................... 3
2 Running the Drive Self Test - DST .................................................. 5
2.1 Option 1: Run DST using Drive Protection System from the system BIOS 5
2.1.1 Run DST from system BIOS -- HP notebook examples.................... 7
2.1.2 Run DST from system BIOS -- HP workstation example............... 15
2.1.3 Run DST from system BIOS -- HP desktop example...................... 18
2.2 Option 2: Run DST from HP Instant Support Web Site.......................... 21
2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition........... 26
3.1 FLOW CHART 1: Run the Short Drive Self Test....................................... 33
3.2 FLOW CHART 2: HDD error and operating system will not boot -- with
video........................................................................................................................ 34
3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise................ 35
3.4 FLOW CHART 4: Noisy HDD and OS boots..............................................36
3.5 FLOW CHART 5: Operating System Will Not Boot................................... 37
3.6 FLOW CHART 6: Hangs during operation................................................. 38
3.7 FLOW CHART 7: Drive error during operation......................................... 39
3.8 FLOW CHART 8: HDD utilities report errors.............................................40
3.9 FLOW CHART 9: Blue screens.................................................................... 41
3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure................. 42
3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup.......... 43
4 Operating system and CMOS help ................................................ 44
How to do a System Restore......................................................................44
4.1
4.2 How to re-install the Operating System.................................................... 46
4.3 How to Clear and Reset the CMOS on Desktop Computers................... 47
HDD Troubleshooting Guide Page 2 of 48
1 Drive Self Test (DST)
1.1 Introduction
The troubleshooting flow charts presented in section 3 are to be used to improve the use of the Drive Self Test (DST). The purpose of these flow charts is to increase solution/resolution accuracy in order to increase customer satisfaction with higher system uptime. Use of the flow charts will decrease the need for re-repairs and will decrease no fault found rates. It is critical that these flow charts are followed w hen a hard disk drive (HDD) may be the cause of the failure and the failure may result in the replacement of the hard disk drive. Below are some definitions and explanations for using tools associated with these flows charts.
1.2 Tools and Diagnostics: Drive Self Test – DST
The Drive Self Test (DST) is an integral part of most hard disk drives shipped today. Depending on the product, DST can be launched in several ways including from DPS in the BIOS, from HP Insight Off-line Diagnostics and from HP Instant Support.
DST consists of 2 tests:
¾ There is a short (“quick”) test that takes 2 to 5 minutes to complete from
start to finish and tests the basic functionality of the drive.
¾ There is a long (“comprehensive”) test that takes much longer to complete.
The length of the test varies depending on the size of the drive and can tak e anywhere from 20 minutes for smaller drives up to a couple of hours for larger drives.
1.3 DST Benefits
• This test does not erase data when a failure is found.
• Accuracy: failure of either of these two tests assumes 100% failure of HDD and
the HDD must be replaced. Successful passing of the quick test gives a 90% assurance that the drive is good. Successful passing of the long test is a close to 100% assurance that the drive is good.
• This test is developed by each hard disk drive manufactur er based on common industry standards. It is loaded on the hard disk drive during manufacturing.
• Predictive ability: this test can detect potential failure that could occur if the user continues to use the hard di sk drive.
HDD Troubleshooting Guide Page 3 of 48
• It can be invoked in 3 different ways: from the system BIOS, from the HP web site (HP Instant Support) and from a bootable CDROM (H P Insight Diagnostics Off-line Edition). It is available for customers and support partners on the HP Web site during the life of the product.
• The DST is available for:
- Most desktops built from 2000
- Most workstations built from 2002
- All notebooks built from 2003
• DST results are logged on the hard disk drive itself for analysis by th e HP repair vendor when the hard disk drive is returned for repa ir.
NOTE: Troubleshooting help for many HP desktops and workstations can be found in the troubleshooting guides located on the HP Web site.
- Go to http://www.hp.com.
- Select “Support & Troubleshooting”.
- Select “See support and troubleshooting”, then desired product
- Within the self-help resources section, select “ manuals”.
- Select the appropriate manual.
HDD Troubleshooting Guide Page 4 of 48
2 Running the Drive Self Test - DST
There are three different ways to run DST on supported hard disk drives. Not all HP computers support all three options. (See the DST Product Support Matrix on the CSN Diagnostic Tools page (speedcode TDIA) for details.)
Option 1: Run DST using Drive Protection System from the system BIOS. Option 2: Run DST from HP Instant Support Web site. Option 3: Run DST from the HP Insight Diagnostics Offline Edition.
2.1 Option 1: Run DST using Drive Protection System from the system BIOS
Most HP computers contain DPS in the BIOS which will allow the launch of the DST for most hard disk drives. DPS does not support SCSI and will not be available for these drives. Most SATA and IDE hard disk drives support DST. Most DPS systems launch both Quick and Comprehensive tests on the hard disk drive. The first test is the Quick test. The Comprehensive test may launch automatically after the completion of the Quick test and can be aborted if only the Quick test is desired.
Procedure: to access DPS through computer setup, follow these steps:
1. Turn on or restart the computer.
2. During POST, when the F10 Setup message appears in the lower portion of the screen, press the F10 key to enter Computer Set-up.
(For some computers you will need to press the F2 function key instead of the F10 function key to get into setup. Your computer will display a message identifying the appropriate function key.)
If you do not press the F10 (or F2) key while the message is displayed, you must restart the computer to access the utility.
Select language. A choice of headings appears in the Computer Setup Utilities menu; some of
these may be:
“File, Storage, Security, Power, Advanced” or “File, Security, Tools, Advanced” …
3. Under “Storage” or “Tools” or possibly another heading you will find “IDE DPS Self-Test” or “HDD Self-Test”.
The screen will display the list of DPS-capable hard disk drive that are installed on the computer.
HDD Troubleshooting Guide Page 5 of 48
If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or “HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are
not DPS-capable drives)
4. Select the hard disk drive to be tested using the up and down arrow keys. Press F10 to accept selection Follow the menu screens to run the desired test.
For some computers, the Quick and Comprehensive tests are run consecutively. To run the Quick test only, allow the Quick test to complete and once the Comprehensive test has started, press “esc” to abort the test. A failure message will appear after the Quick test if there are any failures.
When either test has been completed, one of three messages will be displayed:
• Test Succeeded. Completion Code 0.
• Test Aborted. Completion Code 1 or 2.
• Test Failed. Drive replacement recommended. Completion Code 3-14.
(e.g. Test Failed. Drive replacement recommended. Completion Code 7.)
The completion code, if available, should be recorded for use on the warranty claim and utilized in diagnosing the computer problem.
If the Comprehensive Test is aborted after the hard disk drive passes the Quick test, only the “Test Aborted” message will appear.
HDD Troubleshooting Guide Page 6 of 48
2.1.1 Run DST from system BIOS -- HP notebook examples
A
<
>
CASE 1: Quick DST & Comprehensive DST automatically run consecutively
During POST
• Press the [F10] key
• Select:
Tools ­HDD Self-Test options
File Security Tools Advanced
F10=ROM Base Setup
Computer Setup
Tools
HDD Self-Test options
Battery Status
ctivate HDD Self-Test Options
Bios Version
F1=Help
HDD Troubleshooting Guide Page 7 of 48
Select the listed hard disk drive
A
<
>
A
<
>
A
<
>
• Press [F10] = Select
• You will see a message like
“Estimated execution time (min): 48”
NOTE: The displayed time is the sum of the Quick + the Comprehensive tests.
• Press [F10] = Continue
The Quick DST starts first.
- If the hard disk drive has a failure, the test stops and an error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Tools
HDD Self-Test options
Battery Status
HDD Self-Test options
Notebook hard drive
F10=Select, ESC=Cancel
F1=Help
Tools
HDD Self-Test options
Battery Status
HDD Self-Test
Estimated execution time (min): 48
F10=Continue, ESC=Cancel
F1=Help
Tools
HDD Self-Test options
Battery Status
HDD Self Test
Test 1 (Quick)
Self test in progress …………… x% complete
ESC=Cancel
F1=Help
HDD Troubleshooting Guide Page 8 of 48
- If the hard disk drive is good,
A
<
>
A
<
>
A
<
>
the test finishes within 2 minutes.
Then Comprehensive DST starts automatically.
- If the hard disk drive has a failure, the test stops and an error message pops up.
NOTE: user can stop the test at any time by pressing the [ESC] = Cancel key.
- If the hard disk drive is good, the test finishes within 40 to 120 minutes.
Press any key to go back to the starting menu.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
Tools
HDD Self-Test options
Battery Status
HDD Self Test
Test 1 (Quick)
Test succeeded
Test 2 (Comprehensive)
Self test in progress …………… x% complete
ESC=Cancel
F1=Help
Tools
HDD Self-Test options
Battery Status
HDD Self Test
Test 1 (Quick)
Test succeeded
Test 2 (Comprehensive)
Test succeeded
Press any key to continue
F1=Help
Tools
HDD Self-Test options
Battery Status
HDD Self-Test options
Notebook hard drive
F10=Select, ESC=Cancel
HDD Troubleshooting Guide Page 9 of 48
ctivate HDD Self-Test Options
F1=Help
User stops Comprehensive
A
<
>
A
<
>
DST
The “Aborted” message is displayed.
The “Aborted” message could also look like this.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Tools
HDD Self-Test options
Battery Status
HDD Self Test
Test 1 (Quick)
Test succeeded
Test 2 (Comprehensive)
Aborted
ESC=Cancel
F1=Help
Tools
HDD Self-Test options
Battery Status
HDD Self Test
Test 1 (Quick)
Test succeeded
Test 2 (Comprehensive)
Test stopped by host
Press any key to continue
F1=Help
HDD Troubleshooting Guide Page 10 of 48
CASE 2: Quick DST & Comprehensive DST are not combined
A
<
>
During POST
• Press the [F10] key
F10=ROM Base Setup
• Select:
Tools ­HDD Self-Test options
File Security Tools Advanced
Tools
HDD Self-Test options
Battery Status
ctivate HDD Self-Test Options
Bios Version
F1=Help
HDD Troubleshooting Guide Page 11 of 48
Select the listed hard disk drive
A
<
>
A
<
>
• Press [F10] = Select
• Select “HDD Self Test
(Quick: 2 minutes)”
• Press [F10]=Continue to run the Quick DST.
Test in progress…
- If the hard disk drive has a
failure, the test stops and an error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
Tools
Battery Calibration
HDD Self-Test options
HDD Self-Test options
Notebook hard drive
F10=Select, ESC=Cancel
F1=Help
Tools
Battery Calibration
HDD Self-Test options
HDD Self-Test
HDD Self Test (Quick: 2 minutes)
HDD Self Test (Comprehensive: 32 minutes)
F10=Continue, ESC=Cancel
F1=Help
Tools
Battery Calibration
HDD Self-Test options
HDD Self Test (Quick: 2 minutes)
Self test in progress …………… x% complete
HDD Troubleshooting Guide Page 12 of 48
If the hard disk drive is good,
A
<
>
A
<
>
A
<
>
the test finishes within 2 minutes.
At the end of the Quick test, the DST selection page is displayed again.
If you want to run the Comprehensive test:
• Select « HDD Self Test
(Comprehensive : xx minutes)”
• Press [F10]=Continue to
run the Comprehensive DST.
Test in progress…
- If the hard disk drive has a
failure, the test stops and an error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Tools
Battery Calibration
HDD Self-Test options
HDD Self Test (Quick: 2 minutes)
Self test completed OK ……… 100% complete
Press any key to continue
F1=Help
Tools
Battery Calibration
HDD Self-Test options
HDD Self-Test
HDD Self Test (Quick: 2 minutes)
HDD Self Test (Comprehensive: 32 minutes)
F10=Continue, ESC=Cancel
F1=Help
Tools
Battery Calibration
HDD Self-Test options
HDD Self Test (Comprehensive: 32 minutes)
Self test in progress …………… x% complete
F1=Help
HDD Troubleshooting Guide Page 13 of 48
- If the hard disk drive is good,
A
<
>
A
<
>
the test finishes in 40 to 120 minutes.
At the end of the Comprehensive test, the test selection page is displayed again.
• Press [ESC]=Cancel to go
back to the main menu.
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Computer Setup Bios Version
File Security Tools Advanced
ctivate HDD Self-Test Options
Tools
Battery Calibration
HDD Self-Test options
HDD Self Test (Comprehensive: 32 minutes)
Self test completed OK ……… 100% complete
Press any key to continue
F1=Help
Tools
Battery Calibration
HDD Self-Test options
HDD Self-Test
HDD Self Test (Quick: 2 minutes)
HDD Self Test (Comprehensive: 32 minutes)
F10=Continue, ESC=Cancel
F1=Help
HDD Troubleshooting Guide Page 14 of 48
2.1.2 Run DST from system BIOS -- HP workstation example
d
d
During POST
• Press the [F10] key
• Select: Language
• Select:
Storage ­DPS Self-Test
Select the listed hard disk drive
• Press [F10] = Accept
File Storage Security Power Advance
Storage
Device Configuration Storage Options
DPS Self-test
Boot Order
File Storage Security Power Advance
Storage
Device Configuration Storage Options
DPS Self-test
Boot Order
Hewlett-Packard Setup Utility
Hewlett-Packard Setup Utility
DPS Self-test
Select a drive: ► 40.0 GB xxxxx
F10=Accept, ESC=Cancel
<F1=Help>
<F1=Help>
HDD Troubleshooting Guide Page 15 of 48
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