HP m1160n, m1170n, m1171n, m1180n, m1195c Warranty and Support Guide

Warranty and Support Guide

Before contacting HP Total Care, it’s important to have the following information handy.

Please take a moment to write down your product information for future reference.

Product Name: ______________________________________________________

Model Number: _____________________________________________________ System or Product Number: ____________________________________________________

Serial Number: ______________________________________________________

Purchase Date: ______________________________________________________ Operating System: ____________________________________________________________ Type and Revision: ___________________________________________________________

Don’t Forget to Register!

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

NOTE: You can view your PC product number, model

number, and serial number, by pressing the Ctrl, Alt, and S keys on the keyboard at the same time.

Where to Get Help

Registration is quick, easy and offers:

E-mail updates containing notifications about product

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enhancements, the most recent support alerts, and driver updates specific to the product(s) you own.

The HP newsgram, our monthly online magazine packed

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full of product news, support tips, project ideas, and much more. Visit us at:

http://subscription.support.hp.com

HP offers a wide variety of service and support options, which are available around the clock for HP customers with products that are either in or out of warranty.

Options to use when you need help:

1 Check the setup poster and product documentation for

help with setting up and using your PC.

2 Use the support tools right on your PC.

Help & Support Center for help with

hardware and software questions. Click Start and then click Help and Support.

PC Tune-up and Repair for tools to keep your PC running smoothly. Click Start, All

Programs, PC Help & Tools. SW Repair Wizard guides you through options

to resolve software issues. Click Start, All Programs, PC Help & Tools.

3 HP Customer Care Web support. For Product

information, driver updates, troubleshooting and much more, go to: http://www.hp.com/support

4 Chat online with qualified support specialists to solve

your problem. Available through the Help & Support Center on your PC.

5 If you have not solved the problem, call HP Total Care

by phone 24 hours a day, seven days a week in English, Spanish (U.S. only) and French (CA only) at 1-(800)-474-6836 [1-(800) HP invent] (U.S. & Canada)

Or 905-206-4663 (local to Mississauga)

When you call, please have your product model number, serial number, and date of purchase available. Telephone support is free during your limited warranty period.

Software Support

America Online

U.S.: 1-888-346-3704 — Canada: 1-888-265-4357 www.aol.com

Apple iTunes

www.apple.com

AT&T WorldNet

1-800-400-1447 — www.att.net

CompuServe 2000

1-800-944-9871 — www.compuserve.com

Corel

www3.corel.com

Detto Technologies

1-866-338-8663 — www.detto.com

Disney’s Blast Online

1-972-389-3970 — www.disney.com

EarthLink

Dial-up customer service: 1-800-890-6356 Dial-up technical support: 1-800-890-5128 DSL customer service and technical support: 1-888-829-8466 www.earthlink.net

InterVideo 510-651-0888 www.intervideo.com/home

Microsoft Network 1-800-386-5550 — www.support.msn.com

Symantec — Norton AV www.symantec.com

Prodigy Internet Services

1-800-213-0992 — www.prodigy.com

Veri t as (only CD-RW and DVD+RW/+R models) www.veritas.com

Quicken Basic (Intuit) 1-900-555-4688 — www.intuit.com

Yahoo! — User Support www.yahoo.com

Troubleshooting

For help on problems you may be experiencing when you install your PC, refer to the following pages for possible solutions.

Symptom describes the sign or warning message for the type of problem.

Problem identifies one or more reasons why the symptom may have occurred.

Display (Monitor)

NOTE: If you encounter display (monitor) problems, refer to the documentation that came with your monitor and to the

common causes and solutions listed in this table.

Symptom Problem Solution

Screen is blank, and monitor power light is not lit.

Screen is blank.

Monitor power cable is not connected to the monitor or to the wall outlet.

Monitor is off (not turned on).

Screen saver is enabled. Press any key or move the mouse to make the screen display visible

PC is in standby mode. Press the Standby button (select models only) or press the Esc key

PC is in hibernation mode or is off.

Monitor connector cable is not properly connected to the back of the PC.

Hard Disk Drive

Solution describes what you should do to try to solve the

problem.

Look up the description of the symptom or problem, and try the solution listed. Some of the symptoms listed may not apply to your PC. For problems relating specifically to the monitor or printer, refer to the equipment documentation.

Reconnect the power plug on the back of the monitor and on the wall outlet.

Press the On button on the front of the monitor.

again.

on the keyboard to resume from standby mode. Press the On button to turn on the PC.

Inspect the monitor video connector for bent pins. If no pins are bent, reconnect the monitor connector cable on the back of the PC.

Symptom Problem Solution

PC seems to be locked up and not responding.

Program in use has stopped responding to commands.

Use the Windows Task Manager to close any programs not responding or to Restart the PC:

1 Press the Ctrl, Alt, and Delete keys on the keyboard at the

same time.

2 Select the program that is not responding, and click End Task.

Click Shut Down, and then click Restart.

If this does not work, press the On button for 5 or more seconds to turn off the PC. Then, press the On button.

Internet Access

Symptom Problem Solution

Cannot connect to the Internet.

Internet Service Provider (ISP) account is not set up properly.

Verify Internet settings, or contact your ISP for assistance.

Modem is not set up properly. Reconnect the modem, verifying connections.

Note that your PC may also have an Ethernet network interface (also called a network interface card, or NIC) that connects to a LAN (local area network). Although it looks similar to the modem connector, the RJ-45 Ethernet network connector is not the same. Verify that you are using the modem connector. Do not connect a telephone cable to the NIC. Do not plug a network cable into a telephone service line; doing so may damage the NIC.

Web browser is not set up properly.

Verify that the Web browser is installed and set up to work with your ISP.

Keyboard and Mouse

Symptom Problem Solution

Keyboard commands and typing are not recognized by the PC.

Wireless keyboard does not work after installation or is not detected.

Mouse does not respond to movement or is too slow.

Mouse does not work after installation or is not detected.

Keyboard connector is not properly connected.

Program in use has stopped responding to commands.

Keyboard is damaged. Press the Help ? button on the keyboard to open the Help and

Keyboard batteries are low or empty.

Mouse connector is not properly plugged into the back of the PC.

Program in use has stopped responding to commands.

Surface in use for roller-ball type mouse is too smooth.

Mouse is not connected properly.

Wireless mouse batteries are low or empty.

Turn off the PC by using the mouse, reconnect the keyboard to the back of your PC, and turn on your PC.

Restart or turn off your PC using the mouse.

Support Center, or contact Support for replacement details. Replace the two AA alkaline batteries in the wireless keyboard;

then set the ID channel by pressing the Connect button on the wireless receiver and then on the keyboard. Refer to the documentation that came with your wireless set.

Turn off your PC using the keyboard:

1 Press the Ctrl and Esc keys on the keyboard at the same time

to display the Start menu.

2 Use the up arrow or down arrow key to select Turn Off

Computer, and then press the Enter key on the keyboard.

3 Use the up arrow or down arrow key to select Tu rn Off, and

then press the Enter key.

After the shutdown is complete, plug the mouse connector into the back of your PC and turn on your PC.

Restart your PC by using the keyboard. If possible, save any open files and close open applications before restarting.

Use a mouse pad or other rough surface for the mouse.

Try unplugging and then reconnecting the mouse cable to your PC.

Replace the two AA alkaline batteries in the mouse; then set the ID channel by pressing the Connect button on the wireless receiver and then on the mouse. Refer to the documentation that came with your wireless set.

Power

Symptom Problem Solution

PC will not turn on or start.

Invalid system disk Or Non-System disk or disk error

message displays. PC appears locked up and

won’t turn off when the On button is pressed.

PC is not securely connected to an external power source.

Green power supply light on back of PC is out.

Monitor is not connected or is not on.

Line voltage selection switch is not in the proper position for your country/region (115V/230V).

Wall outlet is defective. Test the outlet by connecting a different electrical device to

A diskette has been left in the drive during startup.

PC is not working. Press and hold the On button until the PC turns off.

Ensure that cables connecting the PC to the external power source are plugged in properly.

When the cables connecting the PC to the external power source are plugged in properly and the wall outlet is functioning, the green power supply light should be on; if the light is not on, refer to the Warranty and Support Guide to contact Support.

Connect the monitor to the PC, plug it in, and turn it on.

Set the line voltage selection switch to the correct setting for your country/region, or contact Support.

the outlet. When drive activity stops, remove the diskette and press the

spacebar. The PC should start up.

Recovering From Software Problems

The PC uses the operating system and installed software programs during normal operation. If your PC works improperly or stops because of the software, you may be able to repair it.

The Software Repair Wizard (select models only) is an icon on the desktop or in the Organize software program, or in the Help and Support Center. To start the wizard, click the icon or click Start, choose All Programs, PC Help & Tools, and then click Software Repair Wizard.

Use the Software Repair Wizard to repair software problems with programs, printers, or peripherals that stop working, or to resolve erratic PC behavior. Repair options include using the HP Application Recovery or HP PC System Recovery programs.

You need recovery discs (CDs or DVDs) for some repairs that use the HP Application Recovery program or the HP PC System Recovery program. The PC does not include recovery discs in the accessory box, but you can make your own recovery CDs or DVDs; see “Creating Recovery CDs/DVDs.”

CAUTION: It is strongly recommended you create your recovery discs before you need them.

You should also make the HP PC Recovery Tools CD. This CD contains utilities that allow you to make changes to your hard disk drive, including removing the recovery partition. See “Using the Recovery Tools CD.”

There are several methods to fix your PC, including using the System Recovery program. Try these methods in the order listed here, or refer to the table that follows the list.

Restart When you restart the computer, the PC starts

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over using the operating system and software in its memory. This is the simplest repair for your PC; just click

Start, choose Turn Off Computer, and then click Restart.

Turn Off Com p u t e r When you turn off the computer

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and then turn it on again, you force the PC to copy the operating system into its memory and to clear some tracking information. This may eliminate some problems that can remain after performing a Restart. To turn off the computer just click Start, choose Turn Off Computer, and then click Turn Off .

Driver Rollback This Microsoft Windows XP feature

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is part of the Windows Installer program used with the Add or Remove Programs utility in the Control Panel. It can revert to the previous version of a driver program if an installation fails when you are installing a new version of the driver program. For more information, type Rollback into the Search box in Help and Support.

System Restore This Microsoft Windows XP feature

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allows you to bring your computer configuration back to a previous time when a current software problem may have not existed. The feature does this by creating a

Application and Driver Recovery If the problem

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with the PC seems to be with only one program or one driver, it may be that the application program or the driver program is damaged. You can reinstall individual factory-installed application programs and driver programs by using the HP Application Recovery program (select models only); see “Application Recovery.”

System Recovery Use the HP PC System Recovery

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program as a last resort to reinstall the software. Perform System Recovery using the hard disk drive partition first; see “System Recovery.” If necessary, next perform System Recovery using the recovery discs and choose Standard Recovery; see “System Recovery Using Recovery Discs.” Finally, if necessary, perform System Recovery using the recovery discs and choose full System Recovery.

Before using the HP PC System Recovery program or the HP Application Recovery program, use System Restore.

“restore point” where it records the PC settings at that time and date. The installation of some software automatically sets a restore point for you, but it is recommended to manually set restore points, especially before installing or downloading additional software. When using Add Programs from the Add or Remove

NOTE: Your PC hard disk drive contains the System

Recovery image in a partition area of the disk drive. The PC does not include recovery discs in the accessory box, but you can make your own recovery CDs or DVD; see “Creating Recovery CDs/DVDs.”

Programs feature under the computer Control Panel, the operating system automatically creates a restore point before it adds the software. If you experience a problem that you think may be due to software on your computer, use System Restore to return the PC to a previous restore point. For more information, type System Restore into the Search box in Help and Support.

When your PC stops working correctly, the Restart, Turn Off Computer, and Driver Rollback methods (described above) may resolve the problem. After you have tried these three methods, if needed, try the remaining actions, using the table that follows as a quick reference.

For the specific PC problem, try the method listed as #1, then #2, and then #3.

Microsoft

Problem/Status

You installed a new application or device driver

An application does not work 1 2 3 A device driver does not work 1 2 PC stops responding or does not work 1 2 3 You replaced the hard disk drive or

removed the partition

System Restore

Application Recovery program

System Recovery from the hard disk partition

System Recovery from the recovery CDs/DVDs

Creating Recovery CDs/DVDs

1 You c an recover (bring back) the operating system and programs that were included on your hard drive just as they

were when you bought the computer.

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

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

convenience. We call this part of your hard drive the “recovery partition.”

The recovery partition takes up some space on your hard drive.

3 You can copy the information of this recovery partition onto CDs or DVDs. 4 Then, if you would like to make extra space available on your hard drive, you can delete the recovery partition using a

special software tool.

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

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

Using Recovery CD-DVD Creator

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

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

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

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

With a faster data transfer rate, a set of DVD recovery

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discs will have your PC running much sooner than a CD set will.

A set of DVDs will probably take you less time to create

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than a set of CDs. A DVD has more capacity than a CD, so there are fewer

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discs to record and store.

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

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

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

To run the Recovery CD-DVD Creator program:

1 Close any open programs. To close programs, click X in

the upper-right corner of each window.

2 Click Start on the taskbar. 3 Choose All Programs. 4 Choose PC Help & Tools. 5 Click HP PC Recovery CD-DVD Creator. The creator

window appears.

6 Follow the onscreen instructions. Label each disc as you

make it.

Store the System Recovery discs in a safe place.

Using the Recovery Tools CD

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

Read instructions to use each utility on the Recovery

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Tools CD. Start the System Recovery program from the recovery

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partition. Remove the System Recovery partition from your PC hard

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disk drive to increase space for data. Create a new data partition on your PC hard disk drive.

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Start the Microsoft Recovery Console (a utility from

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Microsoft that can perform operating system diagnostics and repairs).

WARNING: Before using the HP PC Recovery Tools CD to change your hard disk drive, make System Recovery CDs for your PC by using the HP PC Recovery CD-DVD Creator program. You cannot make System Recovery CDs after you remove the system recovery partition.

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

To Create or to Start the Recovery Tools CD:

1 Click Start on the taskbar. 2 Choose All Programs. 3 Choose PC Help & Tools. 4 Click HP PC Recovery Tools CD. The tools window

appears.

5 Follow the onscreen instructions.

Store the Recovery Tools CD in a safe place.

System Restore

WARNING: Try System Restore before using the HP PC System Recovery program.

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

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

To Start System Restore:

1 Close all open programs. 2 Click the Start button. 3 Choose All Programs. 4 Choose Accessories. 5 Choose System Tools. 6 Click System Restore.

Follow the onscreen instructions.

Application Recovery

NOTE: Not all PC models include the Application

Recovery program. Perform steps 3 through 5 of the following procedure. If HP Application Recovery appears in the folder, your PC includes the program.

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

NOTE: Do not use the Application Recovery program to

reinstall software programs that came on CDs or DVDs included in the PC box. Reinstall these programs directly from the CDs or DVDs.

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