HP OB2100 DT Service Manual
HP DiagTools
User’s Guide
Notice
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Edition History
Edition 1 (for Diagnostics ver. 2.x)
Edition 2 (for Diagnostics ver. 2.x)
ii
..........................
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November 1999
April 1999
Contents
Who Should Read This Book .......................................................................v
What is DiagTools?.........................................................................................v
Overview of DiagTools ..................................................................................v
Compatibility ................................................................................................ vi
Where to Get the Diagnostics Software..................................................... vi
Starting DiagTools .................................................................................. 1-1
Installing and Setting Up DiagTools ..............................................................1-2
Downloading the Latest Version from the Web .....................................1-2
Creating the DiagTools Floppy Diskette Locally.....................................1-3
Updating the DiagTools Files (For Network Administrators) ...............1-4
Before Running DiagTools..............................................................................1-5
Starting DiagTools ............................................................................................1-6
The Welcome Screen ......................................................................................1-8
Hardware Detection ...............................................................................2-1
Overview of Hardware Detection ..................................................................2-2
During Hardware Detection ......................................................................2-3
Hardware Detection Results......................................................................2-4
What is Detected ..............................................................................................2-5
If a PC Component is Not Detected...............................................................2-6
Basic System Test .................................................................................... 3-1
Overview of the Basic System Test ................................................................3-2
How to Run the Basic System Test ................................................................3-2
Test Result: PASS ..............................................................................................3-3
Test Result: FAIL ...............................................................................................3-4
What is Tested...................................................................................................3-6
Advanced System Tests ..........................................................................4-1
Overview of the Advanced System Tests ......................................................4-2
How to Enter the Advanced System Tests ....................................................4-2
Help on Advanced Tests .................................................................................4-3
How to Run an Advanced System Test.........................................................4-4
Batch Tests ........................................................................................................4-6
What to do if a Test Fails .................................................................................4-7
iii
The Support Ticket .................................................................................5-1
What is the Support Ticket? ............................................................................5-2
Creating a Support Ticket ...............................................................................5-2
Retrieving a Support Ticket ............................................................................5-3
Adding Comments to the Support Ticket .....................................................5-4
Hewlett-Packard Support and Information Services ........................... 6-1
Your HP Authorized Reseller..........................................................................6-2
Hewlett-Packard Information Services..........................................................6-3
HP Notebook World Wide Web................................................................6-3
HP Customer Care World Wide Web .......................................................6-3
iv
Who Should Read This Book
This manual is for anyone who wants to:
Diagnose hardware problems on an HP notebook computer
•
Understand the purpose of DiagTools
•
Learn how to use DiagTools
•
Know what to do when a test fails
•
Provide HP-dedicated support agents with more information for solving
•
problems quickly and effectively
Find out where to get more information and support.
•
What is DiagTools?
The first step in solving a problem with a PC is diagnosis.
HP’s DiagTools helps you diagnose hardware-related problems on an HP notebook
computer. It is a series of tools designed to help you to:
Verify the correct functioning of a notebook computer
•
Diagnose hardware-related problems
•
Prevent unneeded repair
•
Provide precise information to HP-dedicated support agents so that they can
•
solve any problem quickly and effectively.
DiagTools is not a repair tool.
Overview of DiagTools
The DiagTools utility has four parts:
Hardware Detection, which automatically detects the hardware configuration of
•
a notebook computer. Hardware detection is described in chapter 2.
The Basic Tests, which determine the correct functioning of the PC as a whole.
•
The basic test phase is described in chapter 3.
The Advanced Tests. These provide complete, in-depth testing and diagnosis of
•
the PC’s individual components. The advanced test phase is described in
chapter 4.
• The Support Ticket, which is a complete record of the test results and the PC’s
configuration. The support ticket can be used to communicate the test results to
your local or HP-dedicated support agent. This is described in chapter 5.
v
Compatibility
DiagTools version 2.x can run on the following HP notebook computers:
All HP notebook computers released after February, 1999.
•
OmniBook 900.
•
OmniBook 2100.
•
OmniBook 3100.
•
OmniBook 4100 series.
•
OmniBook 7100 series.
•
OmniBook XE series.
•
Pavilion N3100 series.
•
For other models, find the correct version of DiagTools and documentation on the
HP notebook web site, http://www.hp.com/notebooks.
You should verify you use the correct version of DiagTools for the notebook you are
testing.
Where to Get the Diagnostics Software
Note
Always use the latest version of DiagTools.
Verify that you are using the correct version of DiagTools for the notebook you are
testing.
You can download the latest version of the DiagTools utility from the HP notebook
web site in the Technical Support, Software area:
http://www.hp.com/notebooks
For more information about the HP notebook web site and for information about
HP Electronic Information Services, refer to page 6-3.
vi
1
Starting DiagTools
Starting DiagTools
Installing and Setting Up DiagTools
Installing and Setting Up DiagTools
There are two ways to run DiagTools – from a floppy diskette or from the hard disk
drive (the F10 method). All HP notebook PCs have the capability to run DiagTools
from a floppy diskette, and some of these notebook computers have the option to
run DiagTools from the hard disk drive.
Floppy Diskette Method
•
The PC boots (or starts) from the floppy diskette. However, first you must create
a DiagTools floppy diskette from the World Wide Web or locally from your hard
disk or Recovery CD.
Hard Disk Drive Method (the F10 method)
•
If your computer supports this method, you press F10 during start up. Also, you
need a special utility to view and retrieve the support ticket.
Note
DiagTools must not be run directly from your operating system. DiagTools will
function correctly only under the DOS operating system and once the correct
drivers have been loaded.
Downloading the Latest Version from the Web
You can download the latest version of the DiagTools utility from the HP notebook
web site in the Technical Support, Software area:
http://www.hp.com/notebooks
For more information about the HP notebook website and for information about HP
Electronic Information Services, refer to page 6-3.
1-2
Starting DiagTools
Installing and Setting Up DiagTools
There are two files available for downloading:
The DiagTools utility. A compressed file (with the extension .EXE) which
•
contains all the files necessary for running DiagTools.
The User’s Guide for DiagTools – the document you are reading. It is a PDF file
•
which can be viewed and printed using Adobe’s Acrobat Reader. (The Adobe
Acrobat Reader can be downloaded free of charge from HP’s World Wide Web
site.)
After you have downloaded the DiagTools file, follow the instructions included with
the file:
Creating the DiagTools Floppy Diskette Locally
Depending on your notebook computer software, you may be able to create the
DiagTools floppy diskette locally. After inserting a formatted floppy diskette in the
floppy drive, do one of the following to create an DiagTools floppy diskette:
On an HP notebook computer with a factory software installation, run
•
if it is present in the \Dmi\Hpdiags directory on the hard disk. To do this in
Windows, double-click the file.
–or–
For an HP notebook PC with TopTools installed, check whether the DiagTools
tab can create the diskette.
On any computer with a CD-ROM drive, run
•
Drivers\Hputils or Dmi\Hpdiags directory on the Recovery CD that came with
the notebook PC. To do this in Windows, double-click the file.
diaginst
if it is present in the
diaginst
1-3
Starting DiagTools
Installing and Setting Up DiagTools
Updating the DiagTools Files
(For Network Administrators)
To know if you have TopTools in Windows 95, Windows NT 4.0, or Windows 98,
click the Start button and look for HP DMI or HP TopTools in the Programs menu.
If you are a network administrator, you can update the DiagTools files on remote
client PCs.
Using TopTools Integrated Device Manager Ver. 4.1
To update the Diagnostics files on remote PCs, open the TopTools Integrated Device
Manager in Internet Explorer (version 4.01 or above). Right-click on Devices, Device
Types, and select Personal Computers in the window that appears. Use shift-click or
control-click to select the DMI 2.x compliant PCs you want to update and right-click.
Select Distribute Diagnostics from the menu that appears and follow the onscreen
instructions.
For more information about using TopTools, refer to the TopTools online help in the
Help menu and to HP’s Web site at http://www.hp.com/toptools.
1-4
Starting DiagTools
Before Running DiagTools
Before Running DiagTools
Before you run the DiagTools, consider whether you need to make any changes in
the HP BIOS Setup program. Hardware devices that are disabled in Setup cannot be
tested by the DiagTools.
If you want to test the current hardware configuration, do not change any
•
settings in the Setup program.
If you want to perform a more complete test, you can run the Setup program
•
and enable devices that you want to test.
More Information About the PC’s Setup Program
Setup is an integrated (ROM-based) program that displays the PC’s configuration
and allows you to change the configuration parameters.
Setup changes system behavior by modifying the power-on initialization parameters.
Setting incorrect values may cause the PC to fail at start-up. If this occurs, enter the
Setup program and use the Restore Defaults command to restore the Setup default
values, allowing the PC to recover.
To enter the PC’s Setup program, restart the PC and press F2 when the HP logo
screen (or the Summary screen) appears.
1-5
Starting DiagTools
Starting DiagTools
Starting DiagTools
Starting DiagTools from a Floppy Diskette
Once you have created the diskette, you can start the DiagTools. To do this:
Insert the diskette into the flexible disk drive.
1.
Quit all applications, shut down the operating system, and restart your PC. To
2.
do this in Windows 95, Windows NT 4.0, or Windows 98, click the Start button
then select Shut Down – Restart PC.
The PC will then start from the diskette. After loading the system files, it will
3.
decompress the necessary files. Then DiagTools will start automatically,
displaying the Welcome screen (refer to page 1-8).
You may experience one of the following problems:
PC does not boot (start) from the diskette.
This happens when the PC ignores the diskette and starts from the hard disk drive as
normal, running your operating system. The problem could be:
The BIOS Setup program of your PC may not be correctly configured. Ensure
•
that the option to start from the flexible disk is enabled and that it is the first
boot device. (Refer to “More Information About the PC’s Setup Program” on
page 1-5.)
There may be problem with the flexible disk drive or the internal cable
•
connections. Contact your local or HP-dedicated support agent.
A message such as Non-System disk or disk error. Replace and press any key
when ready
This means that the PC cannot find the system files on the diskette. The problem
could be:
The diskette may be damaged or corrupted. Select another diskette and create
•
another DiagTools diskette (refer to page 1-2).
1-6
appears when the PC starts.
Starting DiagTools
Starting DiagTools from the Hard Disk Drive (the F10 Method)
Starting DiagTools
Note
To run DiagTools from the hard disk drive, you must have an HP notebook PC that
displays a prompt to press F10 after the HP logo appears during startup.
To identify whether you have the correct configuration to run DiagTools from the
hard disk drive, do the following:
Quit all applications, shut down the operating system, and restart your PC. To
1.
do this in Windows 95, Windows NT 4.0, or Windows 98, click the Start button
then select Shut Down – Restart PC.
When the PC starts, after the HP logo appears, you are prompted to press F10 to
2.
run the DiagTools. This message appears quickly, so pay attention. Press F10.
DiagTools will start automatically, displaying the Welcome screen (refer to page
1-8).
You may experience the following problem:
F10 prompt does not appear after the HP logo appears.
•
This happens when the PC is starting from the Hibernate mode. You will need
to shut down Windows and restart the computer.
Your computer may not support this method, or you may have deleted the
•
Hibernate partition from your hard disk. If this happens, you will need to run
DiagTools from a floppy diskette (refer to page 1-2).
1-7
Starting DiagTools
The Welcome Screen
The Welcome Screen
When you start the DiagTools utility, you will see the following screen:
Press F2 to continue and follow the instructions on the screen to run the diagnostic
tests. You can quit the diagnostic utility at any time, except during the execution of
the basic system test which takes several minutes. In general, the progression of
each test is displayed on the screen.
1-8
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